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Business Profile

Window Installation

Renewal by Andersen of Salt Lake

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Renewal by Andersen of Salt Lake's headquarters and its corporate-owned locations. To view all corporate locations, see

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Renewal by Andersen of Salt Lake has 3 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Came and installed a door into the house in November door was broken and key is still stuck in the door so the door cannot be loved . This happened in November and they say they will not come back til end of March . They installed a faulty door took the money now will not return to fix it .

      Business Response

      Date: 03/04/2025

      We are sorry to hear that ****** ******* is having a frustrating experience with our company. These are the touchpoints that we have recorded with her for this project:

      - We installed her Entry door on December 6th, 2024. At the time the of install, we noticed the storm door had some deep scratches in it. Damaged product is not up to our standards, so we promptly reordered the door. The estimated arrival for her new storm door is 3/31/25. We will install it immediately upon arrival. She was notified of this timeline.

      - As for the keyed lock, we have reached out several times to address her keyed lock concern. ****** has not returned our calls to schedule a repair. We treat security issues with the utmost urgency, and would be happy to get this taken care of at any time. She does need to return our calls/ messages though. 

      - As far as payment goes, her job has not been paid in full. As the project is not completed we have notcollected final funding. 

      We would love the opportunity to work with ****** directly to get these matters resolved. She can either return the calls and messages weve left, or we will have someone from the team reach out this week to attempt to schedule again. 

    • Initial Complaint

      Date:02/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Renewal by ******** showed us videos and told us we wouldn't be able to hear cars go by outside. We hear cars go by, people talking, and windows whistling in wind. These windows are terrible, and I'm now stuck paying far too much for them! Renewal by ******** talked about the rebates we qualified for, and the installers made sure to keep all the paperwork for us. None of the windows qualified because the paperwork didn't match original sales receipts. Renewal by ******** scheduled an appointment for a manager to meet with me at my home, and he no-showed. I have called and texted my customer concierge with no response since that time.

      Business Response

      Date: 02/15/2025

      We are sorry to hear that ****** **** is not completely satisfied with her new windows or the communication that she has had from our team. Our goal is to ensure every homeowner is happy with their project, and we'd love the opportunity to make this right. We are looking into what was promised, and want to find the best way to address your concerns. The paperwork should, of course, match the information from the windows. It does look like we have had a couple of appointments set up to help resolve these matters and due to schedule conflicts on both sides, we have not been able to meet with ****** **** yet. We have an appointment scheduled tomorrow and we are committed to making sure that ****** is pleased with her new windows and experience with our team. Please let us know if there is anything else that we can do in the meantime. 

    • Initial Complaint

      Date:09/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 were having a couple of doors and three windows installed. The workers were great. However they were not able to complete the project in 1-2 days as promised. It took over a month for the project to be completed. The office never called me back. They keep forgetting to schedule men to come work on the project. And they said we would not get charged the balance until the work was completed. They charged the balance Aug 17. Project did not complete until September 11. The project cost $30,000. We have paid half and feel we should not have to pay the full balance and a measure of restitution. The stucco guy promised to be here and said he forgot about us! The communication has been horrible. We want a dollar amount knocked off our bill for all the inconvenience and the office to contact us.

      Business Response

      Date: 09/17/2024

      Kathleen,

      I want to apologize for our lack of communication and delay in completing your project. I appreciate you taking the time to answer my call earlier today so I could learn more about your experience and help improve our current processes.

      Please let me know if you have any additional questions, and have a wonderful day!

      Kirstin A****

      ************

      Customer Answer

      Date: 09/18/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID 22296231, and find that this resolution is not satisfactory to me. It does not take away from the negative experience we had with Renewal by Anderson. They did credit us $1000 on a $30,000 project and finally called us after we filed a complaint with the BBB. 

      There is no more action required as the project finally completed. But consumer be aware. They charged us the full amount before the project was completed. And then no one from the office would call us back during the project. We basically had to be the contractor in order to get our project completed. For the high price tag, the service did not match.

      On a positive note, the guys who actually did the work, did a great job. 


      Sincerely,

      Kathleen Wenner

    Renewal by Andersen of Salt Lake is BBB Accredited.

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