Complaints

This profile includes complaints for Renewal by Andersen of Southern New England's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Renewal by Andersen of Southern New England

  10 Reservoir Rd Smithfield, RI 02917-1318

• 

  Renewal by Andersen of Southern New England

  800 Corporate Row Cromwell, CT 06416

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rep came to my house late spring and I chose 3 windows. ** didnt have a sample of the one I ordered so showed me pictures from his tablet. Windows came in and they came to install them Sept 7. As soon as they started to install the window I knew it was not what he described. I asked them to stop installation and called the rep. ** arrived and insisted the window was fine and it would look good. I stated it did not look at all like the pics he showed me and I would not allow it to be installed. The installation crew had stopped while waiting for rep to come. ** ordered them to keep working as I am telling them to not touch my house and to please leave with their windows. Rep stated they werent allowed to just stop and again ordered them to keep working. I try calling manager who doesnt respond. Rep calls him and stated he was told to not leave my property and to keep installing. I am now demanding they stop but ***** keeps telling them hes in charge and to keep working. The window goes in and I take it out and hand it back to them. I turn around and rep is taking pictures of me without my know ledge or consent and states he was told to take them of me directly by the project manager who is also the guy who wont call me back. I threaten him w police and they leave w the window. I cant uninstall the second floor windows bc they are second floor and I have children. I get in touch with manager ************************* who tells me if I allow them back and give them a chance to make it right then the window will be on them and we will work everything out. I ask ***** for specifics but he just says h*** handle this directly and Ill be satisfied. I do not allow ***** back as he photographed me without consent. The job got finished and the window looks nothing like I was told I was getting. I call the contact I was given for a full month to work out what I was paying. Didnt call me just charged my loan then ***** insulted me when I called and told me I wont win so whatever.

  

  Business Response

  Date: 12/23/2022

  We were contract to install three windows.  On the day of installation ************ pulled the kitchen window out of her home and would not allow us to continue the installation.  We agreed to credit her for this window. Because she has taken the window out of the opening, she ultimately decided to have us complete the install.  We agreed to do this and still charged her zero for this window and the installation of such.  She has received three installed windows for the price of two.

  Customer Answer

  Date: 12/23/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. I was assured we would work out the details of what I would be charged before I was charged. They made up the invoice and never contacted me before coming up with a price to charge my account. I have a statement in writing saying I would be contacted before being charged and they ignored all my calls for a month. This company illegally photographed me and insulted me. If this does not get handled with BBB I will be filing a civil complaint for the unauthorized photos and treatment. This place charges 4xs anyone else around and they state its for their customer service. I should not be charge over ***** for 2 basic Windows after the treatment, insults and and service from here 

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 01/10/2023

  This customer was given a free installed window.  She signed a contract for three windows for over $7000.  She ended up receiving three windows for about $5000. 

  Customer Answer

  Date: 01/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have not been fully compensated. I have been partially compensated for the sale price of a window. No agreement for compensation was ever made and company charged my account without permission. Company was asked in writing to not charge my account until calling me back and agreed in writing to do so. That did not happen and they chose to refund only a partial amount of what Im owed. They illegally photographed me without consent and have insulted me when I call to resolve this. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** windows was contacted regards leak above patio door. ********************************* answered our call same day on06/17/2022. Looking at a leaking roof he spent more than 90 minutes in my condominium. I showed him the stained shingles above the header of the door. He answered all my questions. My major one being Will changing the door stop the leak? His answer was an uncategorical yes. Assured that our problems had a solution we entered into a binding contract and deposited ***** dollars with a promise to pay the remaining ***** on completion of the task. The door he explained was there best door and would be delayed with custom ordering. . While waiting for the new manufactured door we continue to have this tremendous leak. Twice I communicated with ******* ( our solution ) asking him if he was sure his people would be able to handle the issue. On one occasion he asked me to send him pictures which I did.Once the door was ready the ******** team appeared on their appointment date on 12 November and informed that they could not replace the door, the wood had rotted, the door was not the main problem and I should have hired an independent contractor for my job. I had been given wrong guidance and *********************** should have never stated what I was said. I received a call and an electronic communications from *********************** that I can not get my deposit refunded since this is a custom door All I have requested is a refund of my deposit on a door which was sold to me for a wrong reason by an employee going beyond his knowledge. In order to avoid a bad name for the company which is based in RI to come to an amicable solution. After all there must be some people truly waiting for this door who would welcome not having to wait.

  

  Business Response

  Date: 12/14/2022

  This complaint is probably more appropriately addressed by the independent Renewal by Andersen retailer that they purchased from.  I have notified the independent retailer of the customer's concerns.  Please let me know if you need anything else from Andersen in this matter. 

  

  Business Response

  Date: 12/23/2022

  Per the contract signed my ****************, we ordered a custom-made entry door.  We did not guarantee that a new door would stop the leak, because we did not know where the leak was originating from at the time of the inspection.  Once we removed the existing door, it became clear that the underlying issue was present above the door and would need to be remediated by the customer.  The customer was not willing to address this to allow us to complete the installation.  Per the contract he was charged a 25% early cancellation fee.  

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Met with sales rep ******************* and ordered a complete front door and frame for my home for $6,800.00. Door was measured that day and again a week later by a second person. I asked if the measurement would be exact as I had a storm door that needed to go back on. I was assured that it would be but I would have to have a third party contractor do it as it wasn't their door. That was the extent of that conversation. Door came in and was installed. Crew did an amazing job and door is beautiful. Retained a contractor to re-install my storm door only to find that it was two inches to big all the way around as the measurements weren't as promised. Now I'm stuck with a storm door that I can't use. I called ******** in *********** ** to find out my options. I was told that adding a any storm door at this point would void my existing warranty on my new door. They went on to tell me that even if I ordered a new storm door from ********, it too would also void my existing warranty. I should have ordered both door and storm door as a "package" deal. None of this was pointed out at the time of my original order. Had that been explained, I would have at least had the opportunity to make an informed decision. ******** door plus ******** storm door equals voided warranty.... I'm confused. I have hired an attorney to explore my legal options.

  

  Business Response

  Date: 11/22/2022

  We have spoken to the customer this morning and are ordering a compatible storm door to resolve the issue.  

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/11/2022 We contracted RBA for windows costing over $27,000. Installed Aug 11 IMPROPERLY and one window was so small installers had to add wood to make window fit. That window should have never been installed too small. Outside trim on windows never done completely right. Kitchen window sill they made smaller than other windows and doesn't match rest of house. They were REINSTALLED SEPT. 19th. Installers said one window wrong size and should have never been installed in first place and they broke another during install. Told would reorder the two. In Oct got call only one window was in for install. ****** had no idea we needed two new ones. As of today we haven't got call back on status of two windows we need. Now Nov. getting cold. They collected the whole $27,000 and have not installed the two windows we are owed or corrected trim on outside window. The original workmanship was terrible and communication lacking. We have no idea when our windows will be ready . They have collected their $27,000 and we have no idea or phone call from them as to when they are installing the two windows we are owed. A nightmare from the day salesman walked into our home. I was busy and husband ordered windows without me available. I later called salesman asking why he presented $2000 windows to my husband when they had cheaper and just as good lower priced windows. I asked about series 400. Was told "GOOD LUCK GETTING THOSE" So I was told he automatically sold the Architectural series to my husband. What kind of company does that??. Their ad states they come bringing samples of windows to choose from. My husband was led to believe he was ordering WHAT THEY HAD. Because they were supposed to be good windows I didn't make a stink. But now not happy with all of this deal . So here we sit needing two windows no communication from them and they collected their money. They covered grass with plastic which burned it , trampled flower beds when driveway was open to do work on.

  

  Business Response

  Date: 11/22/2022

  We are scheduled to return to the customer's home on 12/29 to resolve these issues.

  Customer Answer

  Date: 11/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 6 RBA replacement windows for *********** in June 2023. Upon receiving the quote from our salesman, we were told that this wasnt just an ordinary replacement job, but it would entail major construction and inside carpentry trim work. The price we were given was to include all the major woodwork and trim. We thought the price was substantial, but given the fact it included the major woodwork, etc. and the job would take 3-4 days as we were told, we understood it would be costly. We signed the contract, which was not broken down whatsoever as far as the cost of each window & the cost for the labor, woodwork, trim, etc. Two weeks after signing our contract, the Installation manager came out to view the job and reiterated the fact that all the windows, interior trim, woodwork would need to be ripped out and reconstructed. He also stated the job was significant and would take 3-4 days to complete.Our windows were replaced last week and to our surprise, the installation crew said it was not a major job, that they wouldnt need to remove and replace the inside woodwork and trim, and that the job would take one day.Since the cost of the total project included major *************** trim work replacement and was estimated to be so much work it would take 3-4 days, we contacted our salesman to ask him if we would be refunded any monies since it was worked into our contract price & not such a major job after all, as quoted by him and the installation manager. We were offered a refund of $1200 which is not acceptable to us. We are wondering why our contract was not broken down and itemized. We dont know how much was labor and how much was windows. Total price for 6 windows and labor was $22,415. This means each window cost over $3500. We feel that we were lied to as far as being told this was a major job, and charged accordingly, when it was a job completed in one day. We would like a more substantial refund and an itemization. Thanks

  

  Business Response

  Date: 10/26/2022

  Regarding this complaint, we completed the job as specified.  The job was originally specified for a 2 man crew for 3-4 days, but we were able to free up some additional people to get the job done sooner.  That being said, the scope of work did not change with the exception of us not needing to install interior stops.  The $1200 refund was to account for the interior stops that were not done.  We are sorry that the customer does not find that acceptable, but we did not do anything wrong here, and have tried to properly give the appropriate refund back to the customer based on their contract.

  Customer Answer

  Date: 10/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Im sorry, but to say the only work not performed were the window stops is a complete lie.  We signed our $22,000 contract for not only 6 windows, but for the extensive interior wood trim work we were told was needed.  This is not just wood, but custom decorative trim with ledges.  With the price of lumber and the time needed to create and install this trim work, we felt comfortable signing the contract.  Come to find out, none of this work was needed and we feel that an additional discount is fair.  We feel lied to and taken advantage of.

  Sincerely,

   

  ***** & ***************************

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******* And *****

   

   

  

  Business Response

  Date: 11/09/2022

  We have sent a settlement agreement out to the email address on file to settle this matter for the amount requested.  To date we have not received it back.  

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I conducted business with Renewal by Answerson of Southern New England in early 2021. We mutual parted ways after the work was completed and I have upheld my commitment to them by speaking nothing of their business to no one. I however have received promotional mailing on a regular basis (just about monthly) from them and after each request made over the phone to have myself removed from their mailings - I still get more. I have reviewed the privacy policy details on the website and while avenues are provided to stop emails, phone calls, or meet CCPA compliance, there is nothing for **** promotion mailings. I want to stop being reminded (and harassed) with fake handwritten promotional material sent by this organization.

  

  Business Response

  Date: 10/13/2022

  We have added this previous Customer to our Do Not Mail list. He will not receive and more mailings going forward. This should take few days to go through so there is a chance he will receive a few more pieces in the meantime.

  Customer Answer

  Date: 10/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/29/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with renewal by Andersen of southern New England out of ********, *********** at the end of March and signed a contract with them in April when they came out to measure for the installation of our new windows. The first installation date was scheduled for April 2022, they canceled that appointment with very short notice. We rescheduled with them and they have continued to cancel with us going on approximately four times sometimes canceling the day before the appointment to come out and install our windows. Previously, they told us they were canceling because the windows were not in yet. The last time they just canceled in September they told us the windows were in, but they forgot all about a workshop or meeting they had to attend so they could not install the windows. In October we will be approaching seven months and we still dont have our windows. They took a deposit from us. My husband contacted them a few days ago and told them we were done with their company because they had canceled on us numerous times without providing their product and installing the windows. We said we wanted our deposit back. They told us that we could not get our deposit back and if we canceled we would be charged the full amount for the windows. Its been almost 7 months and we dont have our product and they continuously cancel on us. How can we get our deposit back and be done with this company or get them to come and actually install our windows that we purchased from them?

  

  Business Response

  Date: 09/30/2022

  We apologize for having to cancel on you this past Saturday.  We understand it was an inconvenience.  Our scheduling department has reached out to reschedule and we are willing and able to find a conveneint date to complete this project.  ******* respond to them and we will complete as soon as possible.  Thank you.

  Customer Answer

  Date: 10/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response only satisfies my issues and/or concerns in reference to complaint #******** if they actually follow through this time and complete the ** of installing our windows which we signed for in April and they have thousands of our money in deposit for no **b completed. If they fail to complete and cancel on us again we want our deposit back and we want to go with another company as they were not up front with the time table that we would not be getting our windows for 7 months! They have not canceled one appointment, theyve canceled numerous appointments (at least 4 cancellations) I understand that by  the business completing the **b and keeping this next appointment for install that my complaint will be closed as resolved. If they cancel again, I want this claim to stay opened.
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  My complaint is still unresolved. Complaint number: ********. BBB closed our complaint but we are still having issues with Renewal by ******** who made another appointment with us after I had contacted the Better Business Bureau. It was for Saturday, October 22. This time they arrived for their scheduled appointment, unlike the previous cancellations that they had been doing to us since booking with them in early April. However, this time they went to open the packaging for the window and our custom order window was broken upon the company opening the window. They told us they would not be able to install it. They then went upstairs to install the bedroom window. They then realized that the measurer for their company had measured our bedroom window incorrectly and let us know that they also would not be able to install the bedroom window. So now they show up, but are unable to install any product. Several months ago when they were canceling all of the appointments with us we asked for our deposit back and wanted to get out of the contract with them since they had not done their job. They told us that they could not give us back our deposit because the window had now arrived Finally, but yet they were canceling appointments to install. When they finally made another appointment for this October 22 they show up with a broken product?! The same product that was causing us to not be able to get our deposit back? Shouldnt a company be checking their product for damages when it comes in from the warehouse? If they had checked the product ahead of time they might have been able to order another undamaged product. Now they are saying they have to re-order the product again. Keep in mind we have been waiting since April. We no longer want to do business with this company. We want to turn money back and we want to go with a different company. This is not what we signed up for.

  

  Business Response

  Date: 10/26/2022

  Per the customer's request, we have cancelled this project.

• Initial Complaint

  Date:08/15/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** contracted to install windows. Came for installation decided they couldn't do the work. They are charging us over $10,000 to cancel the contract even though they decided not to complete the work. I now have a loan to pay them for work they never started.

  

  Business Response

  Date: 08/26/2022

  We are working on a resolution with this customer and have an agreement in principle.  This should be finalized very shortly.

  Customer Answer

  Date: 08/29/2022

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business.  They were able to take care of my complaint and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Representative came to do site visit and sales; installation manager came 9/13/2021. Ordered 4 double hung windows and 2 smaller double windows, according to ad the price should be $5700. We were asked to finance that amount through Green *** credit, which we did. The **** for Green *** is twice that at $11000. There is no explanation for the ****. Calls to the company have produced no explanation. I would like an explanation for the **** since it doesn't match the ads and the web prices that I expect for my cost and services.

  

  Business Response

  Date: 08/15/2022

  On 9/3/21 a contract was signed for 6 windows for $11,430.00, which is what this customer was charged.  The attachment she includes in her complaint is from an unknown source.  Our windows are custom built at the time of each order, and the prices vary based on the size of the window, and the features chosen for the window.  Apologies for any confusion but this project was completed and charged as contracted.  

  Customer Answer

  Date: 08/16/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 2, 2022, 14 new windows were installed at my home, in **. upon re-hanging the drapes, I noticed that the frame on 1 window was broken, see attachment #1. In another room there was a gap between the frame and the window, plus the foam sealer was exposed and messy, see attachment #2. I immediately contacted ***, Basket the salesperson and forwarded him pictures of my concerns. The scheduling department made arrangement for a supervisor to come out and inspect the job. Another ******* came out and corrected the 2 areas of concerns. He cleaned up the messy window and replaced the broken wood frame. In replacing the broken frame, a 3/4" gap was left at the side between the wall and the frame of the window. This I did not notice until I went to put the drape back up that night, see attachment #3. I have been in contact with *******/(*******) since April/May and no one has addressed compensating me for the shabby work, the aggravation and stress that this has caused me. In addition, I'm still waiting to have the gap fixed. These windows cost me $25,163.00. By my standards, this kind of work is unacceptable and unprofessional. I believe that this company is not standing behind their name and is not supporting me, to get it remedied. The BBB is being made aware of this, so ultimately the public will know that this company is not trustworthy. Any assistance you can give to me will be greatly appreciated

  

  Business Response

  Date: 08/09/2022

  We had reached out numerous times at the end of July to schedule a time to come out and assess what needs to be done.  To date we have not heard back as to a convenient time.  We are certainly happy to address any deficiency in our installation.  Thank you.

  Customer Answer

  Date: 08/09/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I just retired at the end of June and has been out of the country 2 out of the 4 weeks in July. Prior to leaving I did not receive any calls from Renewal by Andersen. Prior to doing the windows we did 2 other projects with them and they have always communicated with my husband. My husband died on 9/24/21 and the windows were done after his death. I hope they have not been calling and leaving messages on his #, that does not exist. I would love to find out what # they have been calling. I paid too much money to this company to have this project go unfinished for so long. T/In addition they have not addressed the compensation for all my aggravation.  

  

  Business Response

  Date: 08/15/2022

  Please email me directly at ************************************** with the proper phone number and I will ensure that we get in touch with you right away and take care of the issues on your project.  Thank you.