Complaints

This profile includes complaints for Sound Window & Door, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sound Window & Door, Inc.

  700 S Renton Village Pl Ste 600 Renton, WA 98057-3235

  
• 

  Sound Window & Door, Inc.

  511 W Mcgregor Dr Boise, ID 83705-5224

  
• 

  Sound Window & Door, Inc.

  2883 E Dorothy St Fresno, CA 93706

• 

  Sound Window & Door, Inc.

  210 E Montgomery Ave Spokane, WA 99207-2221

  
• 

  Central Ca Window & Door LLC

  2883 E Dorothy St Fresno, CA 93706

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:01/26/2024

  Type:Sales and Advertising 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.

  Approximately 8 years ago a Renewal by ******** sales person (woman) solicited me to try to sell windows. I told her I was not interested and asked her to remove me from all marketing lists. Over the past eight years I have been bombarded with mail, calls, etc. I have called them and written them several times trying to get off their lists. I as even told on a few occasions the person had taken me off and I was assured I would not get any more mail, yet I continue to be bombarded with marketing materials. Their sales people and marketing tactics are extremely aggressive.I want help to be removed and also would like the BBB to document their aggressive marketing strategies so when others complain, it will be noted. Someone needs to stop them.Thank you!

  

  Business Response

  Date: 02/05/2024

  Thank you for sending this my way.  I am very sorry that you are receiving our marketing after you have asked to be removed.  Your case is an odd one as I do not see your information internally, which means nothing is being sent from us.  However you are receiving materials from our other campaigns in which we do not own those lists.  It will take me a few days to gather up some back history and to see what we can do to get you removed.  I have submitted your information into our DNM or non participating list to give to our vendors that own the data to which your name, address, etc. is on so depending on where we are at in the marketing campaign you may receive 1-2 more advertisements. So once you clear these campaigns as the pieces may have already been printed you should not receive any more contact from us.  But on the back side I also need to figure out why you were included back in the mix of our campaigns.  I am working that angle as we speak.  If anyone does not wish to participate in our marketing we shouldn't be sending them anything and for that I am really sorry.  I will do what I can to find out why we cannot shut down your communication.  Again it is worth noting that we, Renewal by Andersen does not own any lists that have your information on as it belongs to our marketing vendors, the trick is to notify them all that we wish to not include you in any marketing efforts that originate from us.

  Thank you again for bringing this forward, and again I am very sorry for this inconvenience, but I am determined to get this resolved for you.  I will share any updates I have on efforts by next Monday.

   

  My direct line is ************

   

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

  CX manager

  

  Business Response

  Date: 02/12/2024

  Good morning,

  I wanted to circle back to give an update on the removing the homeowner from our marketing contacts.

  As of February 7. **** The name and address has been added to our do not contact list.  It has been sent to all of our partners that mail our campaigns out.  As previously stated, you are not in our internal marketing contacts, and will remain that way.  Our internal team will not call or email for any opportunity.  That is the good news.

  The bad news if you will is that depending where you are at in the current cycle, there may be media already printed and queued to send.  This means that there is a chance that you will receive additional marketing from us over the next 1-2 months.  But I have been reassured that you have been added to the *** list.  If by chance you do receive something down the road, please call me direct @ ************ so I can get it investigated for you.

  I do apologize that you have continued to receive our marketing pieces and my commitment to you is that you will never receive any other unwanted pieces from us.  It is my belief that we have clicked ever box to make sure that your name and address is suppressed from our marketing campaigns.  

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

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

  ******, 98407

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

  Thank you again for bringing this to me.

  Sincerely,

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

  CX Manager

   

   

   

  Customer Answer

  Date: 02/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as there is follow through. The following are two things noted in the responses I find disturbing.
  

  1) the organization does not take full responsibility for the mailing lists which is very disturbing as it is their product they are constantly forcing on citizens. 
  

  2) I have been promised this several times without BBB intervention. I am going to give the company the benefit of the doubt; however, I expect there to be follow through. A time limit is important to me, so I will give them the two months. If I receive promo/ad material after that, I will follow up with the BBB.

  Sincerely,
  
  *************************************

• Initial Complaint

  Date:12/11/2023

  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.

  Renewal by ******** repetitively sends junk mail, calls me, and emails me, regardless of how many times I remove myself from their lists. It has escalated to the point of harassment, I have moved twice and their junk mail still follows. The main office that sends me junk mail is Renewal by ******** of Western Washington. ************. Chooserenewal.com

  

  Business Response

  Date: 12/27/2023

  We are here to address the concerns of ************************* regarding the amount of marketing that she is receiving from us.  I had a great call with her to understand what she was receiving, when and how often.  I also tried to explain that Renewal by Andersen does not own any list with her name, address, or contact information in it.  I explained that we build a campaign and we go to a vendor that owns these data lists and we say, send this piece to the following qualifiers, based off of zip code, homeowner status, value of home, etc. and then the community like ***** receives something in their email, text, or something in their mailbox..  ***** was great in sending some digital marketing examples that she had received in her email box.  I apologized to her and said that I was going to do everything I could to eliminate her receiving any of our marketing items, but cautioned that if we were in the middle of a campaign that it was still possible to receive something from us.

   

  On 12/19 I emailed ***** to let her know of our progress on suppressing her information from our marketing.  The email is below.

  I wanted to circle back with you to give you and update on our journey to remove you from our marketing efforts.  I asked our marketing team to start getting your information suppressed from all of the vendors that we use.    I got confirmation this morning that your email has been suppressed successfully as of 12/13.  Your mailing address was removed on Friday as well as your phone number. 
  
  Now I would love to say that we have been successful in removing all access, but there could be some residual stuff that you might see next month, just because that cycle has already been processed.
  
  The team is confident that they removed everything, but I want to set the right expectation with you.  If you do receive anything within the next ***** days ( if anything it might be a direct mail piece,either cardstock or like the letters you have received), please take a picture of it and send to me so I can continue to monitor the situation.  I am sorry that you were picked out of hundreds of thousand people to get our marketing and that you had to escalate to get things moving.  Thank you for bringing it to our attention and thank you for the opportunity to get it removed.    We do not have you in our system any longer, but there are companies that own the data. 
  
  I am going to let the BBB know that I have been working with you to get these resolved.  I am confident that we have done just that and that I have requested you forward me any marketing moving forward so I can get it addressed for you.  My hope is that this resolution has been put in place is acceptable to you.
  

  I have not heard back from *****, so I am hoping that she has not received anything further from us, but if she has, we want to know about it so we can work to get further suppression of her data.  

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

  CX Manager

• Initial Complaint

  Date:11/08/2023

  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.

  I would like Sound ****************************** to remove my name from your mailing list. I can tell you straight up,that I will never buy ******** windows!

  

  Business Response

  Date: 11/17/2023

  Mr. ******,

  Good morning:)

  Thank you for bringing this to us.  I have already sent the information to our teams and have asked them to remove your name and address from our marketing campaigns.  It will take a few cycles as we do not own the name lists.  If you receive anything after lets say ***** days, please contact me directly and I will continue to work to get it removed.  Sorry, that we included you in our marketing media, but I am confident we will be able to get this taken care for you straight away.  Thank you again for allowing us to get this corrected.  Please let me know if I can be of further service to you.  *********************, Customer Experience Manager.  ************ **********************.

  Customer Answer

  Date: 11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** Bridge

• Initial Complaint

  Date:04/05/2023

  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.

  I have Andersen Windows that are under a lifetime warranty. I have multiple windows that need to be serviced but I can't get anyone to come out and take care of it. They keep passing the buck with zero results. My contractor has also tried for the past 3 months. I would like to know who is supposed to fix my windows and get them repaired per the promise when the windows were purchased

  

  Business Response

  Date: 04/12/2023

  ********,

   

  I have made multiple attempts to reach you to investigate your issues.  When I received the complaint, I did a search to see what could be happening.  In our records, your project does not exist.  I also went back into the archives to match your name and nothing came up as a purchaser of our windows, I also did an address search thinking maybe you now reside in a home that has the Renewal by Andersen windows. That search came up empty as well.  I did noticed that there was a interaction between a 3rd party that owned the home and Renewal by Andersen back in 2017, but again there were no windows ordered, manufactured or installed by Renewal by Andersen and there is no an active contract to do so.

  If you have Renewal by Andersen Windows, our first priority is to figure out how we can help you and apologize again that you have not been getting the assistance that you need.  If in fact this is a mistake in identity, then lets figure that out so we can remove this complaint from our record and if possible find a way for you to get some help to resolve the issues with your windows.

  Please respond so we can figure out what is the next step to getting this resolved for all parties. 

  Customer Answer

  Date: 04/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This was mistakenly sent to the wrong company and the complaint should be purged
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/23/2023

  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.

  I had Renewal by ******** install a glass sliding door with glass side panels in January 2020. In October 2022 I attempted to have the door painted, professionally, as the door was unfinished wood trim. When the painters were ready to paint the interior trim (between the slider and the stationary panels) they were not sure how to remove the slider to access the trim pieces. At that point I called the local Renewal by ******** warranty team to request help, in order to NOT void my warranty. The following week they sent a technician out to show me and *********** how to manipulate the door for access to the interior. As the technician began to work he discovered the door had not been installed properly. This was not evident from the exterior of the door. He reported that a new "Headstop" piece would be required, which would have to be ordered. The following day I called the warranty **** to see if they had ordered the piece for my door and was assured that it had been ordered and would be on the truck and we could schedule the installation for the following week. I arranged to be off work and called *********** so they could complete their job as well. Nothing has happened to date. Please keep in mind this all began in October.I have been in contact every 2 to 3 weeks inquiring as to the status of my repair to no avail. I have been given excuses initially of "supply chain" issues to "it just didn't get backordered" I am now at the end of my patience Even after weeks of phone calls, I have not been contacted by any Supervisory or Managerial personnel to address this issue... that has now gone on since October of 2022. The phone numbers I have access to are:************. I am attaching My paid invoice with the date of January 2020; email with confirmation of installation date and the warranty that I was given.

  

  Business Response

  Date: 04/03/2023

  Hello ****,

  ****,
  
  Thank you for taking the time to speak to me about your experience.  I think we have a path to move forward and look forward to earning back your trust.
  
  As confirmed, today by the Service and warranty department the head stop that was placed on order has been backordered again and now has a new ship date of 3/31.  This means that it should arrive the week of 4/3.
  
  We spoke about how we got here and how we are going to get you back to enjoying your beautiful new doors.  When **** came out and saw that the holes of your head stop had been filled with caulking and paint, he started cutting in to expose the screws.  This is the only way that the door panels can be tilted in.  Of course, trying to get that caulking out of the holes is not going to be the easiest or cleanest look.  **** said he wanted to order a new head stop for your door.  This is not a warranty issue, and the part is a chargeable item along with the labor and this all shouldve been discussed with you and the team to see if that was something that you wanted to do to move forward.   But **** figured it would be a nice gesture to order you a new one since it would look beautiful once the painter was finished with it.  One great thing about our techs is we empower them to make these kinds of calls to try and make the experience that much better for you and the homes of our homeowners.  Now it is not necessarily wrong for any homeowner to fill and paint those s**** holes if everyone is aware that if needing to ever remove those panels from the door frame, you would need to cut that caulking out to get access to the screws beneath.  I saw the video that **** took and your painter did a great job, it looks fantastic.  Not all homeowners take the initiative to fill those s**** holes to get that clean look. 
  
  Of course, no one expected the issues that were coming on the horizon for getting that new head stop to be installed on your door in a timely fashion.
  
  The part itself is custom made so it is not sitting on a shelf somewhere ready to ship, which is where the problems start.  There have been multiple backorders, and according to you, multiple schedules that were altered due to the backorder notifications.
  
  **** while out there mentioned that there was something installed incorrectly on the door, nothing worse than hearing that after you had spent all that money for a new door.  As I explained after I had spoken to **** today, there is nothing wrong with the door itself or how it is installed, but there is a piece of wood trim on your wall above the door that is hung too low.  This is key because it could interfere with how the door panels tilt inward.  
  
  He did write it up on his return service form as a to do when we returned with the new shiny head stop.
  
  I, as well as our team, completely agree with you that it should not take this much time to get a new stop made and shipped out here for install.  we are working with our manufacturing teams to find out why this is reoccurring and when we can expect a new piece.
  
  Here is what you and I have produced as a plan to move forward.  Fridays are by far the most convenient days to do the install so  you are not forced to move patient schedules as well as family schedules around to accommodate an install.
  
  We are going to block out the entire day of April 21st.
  **** will come out and adjust the wood trim that is nailed to the interior wall.
  **** will be there to show the painter how to remove and replace the door as well as installing the new/old head stop.
  Your painter can paint the ****** of the two stationary panels that are only accessible by removing the two active panels.
  LuLu, the department head, will keep us up to date on the progress of the head stop and this means if there are any changes in the current ship date of 3/31.
  Love your new ***********************, this is all predicated on whether that new head stop will arrive in time.  We also talked about how according to ****,there is nothing wrong with the head stop that is installed currently it is just messy from him trying to cut out the caulking, so your painter, in theory, can come in and repaint the existing one after we adjust the interior trim to allow the panels to tilt inward for removal to paint the ****** on the stationary panels.
  
  My apologies to you for this craziness;  what started out as a simple visit to show your painters how to remove the panels has turned into complete frustration both for you and for us. How can a part that was ordered as a kind gesture,  be backordered in what seems like 5-6 backorders attempts to ship.  Unfortunately, it has given us, an upset homeowner, and a BBB complaint which is not part of daily goals.

  We have to be better communicators when it comes to these types of things, so we can better at setting the right expectation.  We are not dodging any responsibility and want to be available if a call were to come in to service the door.  We stand behind our product and installation 100%.  As we talked about this is not a warranty thing at all. This is a situation where we cannot get a part in a timely fashion to install.  If you want we can also no wait to install a new piece, we can come out to show how to remove and replace the door panels and have your painter redo his work. 

   

  We just want to make sure that you are enjoying your new beautiful door to its fullest.  

  If I can be of service, you have my direct line.

   

  Thank you again for the opportunity.

• Initial Complaint

  Date:09/06/2022

  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.

  I had a main house door installed 08/29/2022. When the work was completed I asked for the key and I was told the door doesnt come with one. No one mentioned anything to me about having to order a key. Its a main entrance (back door). Then the next morning I let my small dog out and he was able to push the door open on his own. So I tried adjusting the door and now the lock from the inside doesnt line up with the door casing. I was told I have to purchase a lock and key extra and in the meantime Im sitting here with a door I cant lock at all. I cant leave my home until this gets fixed and Im being told I have to wait for a call back on Tuesday because Monday is a holiday.

  

  Business Response

  Date: 09/15/2022

  We have had multiple conversations with the homeowner regarding her experience with us and the things that led up to the complaint.  I believe we have been successful in addressing each one individually and collectively.  The new door is built differently then the door that they are used to operating on a daily basis. Primarily the locking mechanism as it takes and extra step to secure the multi-point hardware.    The homeowner was having difficulty operating her door and while there was a brief discussion with her PM there was no call to action.  The homeowner had continued issues with the operation and tried making adjustments on her own to get the door secured.  Due to the long weekend, we did not have availability to send a tech out until the following week, which we were able to do straight away. The tech was able to get the door working properly, however, we were unable to get the door where it need to be to 100% secured, so we sent another tech out that could assess what adjustments needed to be made to make the door 100% secure.  I am not sure if adjustments had anything to do with these issues, but our ultimate goal was to deliver a door that the homeowner would get years and years of enjoyment.  This task was completed.

  The keyed lock for her patio door, is an accessory and not a very common one for us; for example out of the **** or so  doors we sell, we probably get asked to install about a dozen locks.  With that said,  the homeowner wanted one and we put one on order after giving her a price for the lock and will install once the lock arrives.  This price would have been at the time of the original sale or post install as this was going to be here.  the feedback from the homeowner was great while speaking with her.  Although the keyed lock *** not be a hot item for all of our homeowners; it is for her and that is important.  I have taken the feedback to the team with the question is there a way that we can offer this accessory in the home as a constant to allow the homeowner the option.  We might have a solution in the future.

  For her feedback, we are going to not charge her for the keyed lock as she has given us something to possibly add to our process that will make the experience better for other homeowners moving forward.  

   

  Customer Answer

  Date: 09/21/2022

  The door is fixed. I believe they need to tell customers up front that they wont get a keyed lock with their door, especially as for mine is THE main house door.