ComplaintsforRenewal by Andersen Midwest

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October 2021- We purchased 7 windows by Renewal by ********. Since then we have had them come out to fix the same window 4 times for the same issue. The window is letting in water and snow. The first man that come out to assess problem stated it was "probably due to the window not being closed all the way." I told him due to it being cold out that the window has not been open since it was installed. He then put "bead of caulk" in the top of the window outside. Soon after we noticed rain/snow still coming in. I called business again. Same man came out to assess. He again stated that window was "probably not closed all the way." Again I told him that it is cold out and we had not opened the window since he left the last time. He put a "bead of caulk" on the sides of the window outside. Soon after we noticed rain/snow coming in again. I called business and complained of how many times I've been calling about the same issue. A different man came out to assess. This man stated that all the windows were installed "incorrectly" and he didn't know how this could have happened. He said this was why it had been leaking and we probably only noticed it except in the one window because it was facing west. He stated he would need a team with him to correct the problem on all the windows. He scheduled a time to come back. Unfortunately soon after rain was coming in again. I called again. A different man came and removed the molding around the window and noticed there was not *********" around the window. He put "foam" around the window and stated he was going to have the original team that installed the windows come back and put foam around all of them. I told him I was going to write BBB. Several men came out stating they were the original team that installed the windows and came with their manager. They installed the foam and "severe weather package". A man asked me not to write BBB and wanted me to sign a blank job completed form. Again today 7/29/23 the window is leaking.

  

  Business response

  07/31/2023

  The team spoke with ****************** and we have an appointment scheduled for this Friday, 8/4 to do an assessment and get all the issues fixed same day. ****** is satisfied with the resolution and has our contact information for anything moving forward.

  Customer response

  08/01/2023

  Company has contacted me regarding complaint and has a plan in place to fix the window, however I've been told this 4 times in the past regarding same window, so I am reluctant to believe them. I have lost trust in this company. Until I see proof that it is fixed by keeping out rain, I do not feel comfortable blindly believing it will be fixed until see it is actually is fixed. So at this time I neither accept or reject offer to resolve complaint. 

  Customer response

  08/01/2023

  I've received communication with company and they have a plan in place to fix window. However I am reluctant to accept or reject this response because I've been told this before 4x. I do not feel comfortable blindly believing it will be fixed until I see proof it actually is fixed by not letting rain in. 

  Customer response

  08/07/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  Complaint has been resolved.
  

   Regards,
  

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

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased windows in April 2023 and was promised installation on July 19 and July 20, 2023. Two representatives examined the windows to be replaced in April before installation was scheduled. On July 19 the installer discovered inadequacies with the assessment these reps had provided and brought in a ************* rep to confirm earlier assessments. Work on four windows was partially completed. Andersen stated a second larger team would return on July 20 to complete the work. As of today, July 20, Andersen informs us that the work will not be completed today and that they do not yet know when they will return to finish installation. Having moved furniture to accommodate installation, I am left with a home in disarray, cannot use my garage, and my homes exterior is partially dismantled. My wife is missing work and I am incurring ongoing additional costs and damages. I want the job finished and financial compensation.

  

  Business response

  07/21/2023

  As you can see from the pictures attached, the customers home is in an unsafe mold condition. The severity was discovered when we were out there on 7/19 to begin the installation. While the installers were on site, they had to remove themselves due to experiencing side effects/sickness because of the mold. To provide a safe work environment, we are providing the appropriate PPE, which was communicated to the homeowner. As far as the compensation request, we are providing trim at no cost and have them scheduled for this weekend, 7/22 and 7/23 (if needed), to ensure the installation is completed in a timely manner.

  Customer response

  08/03/2023

  1.  Though you state the complaint is closed, i never received a request to respond to Andersen. This is the first time I have had the opportunity. I do not believe the complaint should be considered closed. 
  

  2.  The contractors who completed the work did not require any masks or protective gear as Andersen claimed in their response to me by phone. No one ever wore masks.  
  

  3.  The contractor who completed the work had to redo the work done by the initial contractor. 
  

  4.  The contractor who completed the work stated that Andersen in southwest **** does a poor job of matching contractors to jobs and complained of their use of prima ***** contractors who refuse to tackle more extensive work. 
  

  5.  The initial contractor who alleged the presence of mold and alleged health concerns had been willing to do additional work on the windows if I paid him. This belies the notion of health concerns. 
  

  6.  Andersen promised additional financial consideration in addition to framing the windows. No such compensation has been forthcoming. 
  

  7.  I would not regard this matter as resolved until Andersen explains why additional financial consideration was promised but not given. 

  

  Business response

  08/04/2023

  Everything was completely taken care of on the weekend appointment, 7/22. As stated previously, before we could return to complete installation, we had to make sure the installer that was going back out was fully equipped with PPE. No financial compensation was promised due to completely covering the trim to ensure all his windows looked great and to go above and beyond for ******************. Everything has been completed.

  Customer response

  08/09/2023

  Andersens Indiana office agreed today to provide additional nominal financial consideration. At this time I believe Andersen has fulfilled its promises and completed all work to my satisfaction. As far as I am concerned, the complain has been resolved satisfactorily. 

  Customer response

  08/10/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Feb 11, 2023, my wife and I signed an agreement document to buy a new door with a storm and screen included for our home in **************. The Renewal By Andersen sales representative was ***********************. Installation was completed on 19 July 2022 with a full guarantee in our agreement (copy available enclosed) that all materials and workmanship were covered for a full 12 months after installation was completed. A screen door and storm door were provided with the order. After we removed the screen door in the Fall of ********************* my garage, we discovered this Spring (2023) that the screen had pulled away from the metal frame on the door. We called a Renewal By Andersen representative who indicated that the materials and repair were covered, but I needed to call the service center to get the work done. On 26 June 2023, we contacted Renewal By Andersen's service center at ************ and discussed the problem with a representative named ******. After numerous phone calls, ****** promised to bring this issue to the attention of her service manager. We received a return call that indicated that the warranty for the screen repairs was only covered for the first 180 days after installation, contrary to the installer's comments and the original representative's comments, as well as our agreement. Further discussions led to an offer by the service center manager to make repairs for $200. When we offered to bring the screen door to their repair center to lower the cost to us, a counter-offer of $150 was provided. Even with this offer we felt it was higher than should be expected so we tried to negotiate further, but the Renewal By Andersen service center refused to negotiate further. We discovered after a few additional phone calls and research that the screen could be repaired for approximately $50. A local Ace Hardware store in ******* ** replaced the screen door repair - total cost $34. Request our repair cost by refunded by the Renewal By Andersen.

  

  Business response

  07/20/2023

  The management team has reached out to Mr. ******* and have resolved this issue to his satisfaction. Thank you. 

  Customer response

  07/20/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  06/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband is 82 years old and had 2 strokes: July 2022 and Sept 2022. I am 75 years old. On June 19, 2023, ***************************, a sales rep for Renewal by Andersen, came to our home and stayed for 4 hours. All of the information that he gave ** about purchase and 0% interest loan was verbal information. On his computer, he did apply for the loan in my husband's name and the loan was opened right then. The next morning, we found out that $20,091 was taken from the GreenSky loan in my husband's name. No measurements had been taken, no materials ordered, no work done. Tuesday, June 20th, I called Renewal by Andersen and cancelled the order and asked that the $20,091 be returned. The sales rep was angry and said I did not understand. Two company representatives have called in the last 24 hours. One asked if *************************** answered all our questions. I said yes. Granted we did not know the correct questions to ask. When I asked these representatives if the money had been replaced, neither had any information about that. I have talked to GreenSky this morning, and they said they would contact Renewal by Andersen and request the money be replaced.

  

  Business response

  06/23/2023

  A refund was processed on 6/21.  We will follow up with ******************* to confirm it was completed.

  Customer response

  06/23/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  06/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Sales person was dishonest about the product and prices, used misleading information to get us to sign a binding contract.

  

  Business response

  06/22/2023

  The President of this affiliate has attempted to reach Mr. ******** to apologize for his experience with our sales representative and has left two voicemails for him yesterday and another this morning.  He also has sent him an email with his contact info.  He also spoke directly with the sales rep regarding the appointment. We look forward to discussing this with Mr. ***************** 

  Customer response

  06/24/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently spoke with a salesman by the name of *********************************** on Tuesday 5/23, to cancel a "$16k" job that my grandparents were signed up for. My grandparents explained to me that ******* started out telling them the cost of the windows would be $8,000. After signing up for a loan, the quote for the windows went up to $16,000. I later found out, they were approved for a $19,704.00 loan with ****% interest making the loan a total of $28,675.20 to pay off. I, contacted and explained to ******* why the job needed to be cancelled. After ******* telling me He would need to speak to my grandparents to Cancel, I explained that I was their financial POA and due to their dementia and confusion, I handle all of their finances and business. He was kind enough, so I thought, to tell me he would cancel. After obtaining my email address, he stated he will send me a cancellation receipt and I should receive it within 24 hours. He lied and I never received that confirmation of cancellation to my email. 5/26, a contractor by the name of *****, whom I attempted to have turn around after explaining I have cancelled the appointment and job, still went out to measure the windows and quoted my grandparents 19k and told them they have a few days to cancel. I left a voicemail with ******* the same day, to return my call because he never Cancelled the job. Furthermore, he sent in a loan request that was approved the same day he spoke with my grandparents about having the windows done but still explained that they could cancel the job. On 5/22, a $9,852.00 payment was made to Renewal by Andersen Windows LLC from the loan account. This type of preying on elders is unacceptable from a supposedly reputable company. I will continue to call, post and report until my cancellation receipt is sent and until this matter is rectified. I would appreciate it if my request to cancel could be met, including cancelling of this loan and the payment that was taken out!

  

  Business response

  05/31/2023

  ******************** provided a POA and that the job was cancelled and there is no balance due.

• Initial Complaint

  05/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had the windows installed on NOV 2017. This sping i noticed mold growing on the window sill where the glass meets the fibrex material. The windows where ***** finished to match the previous windows. It does not feel like any varnish was applied over the stain. They sent a person out to look at the window and while he was here he measured the humidity level in the house. It was showing 39 percent humidity in the house. On April 25th I got a voice mail from *** from ******** windows. When I called *** back prettey much told me the mold was my fault because 39 percent humidity is too high for indoor levels. If you ****** it that level is actuly concidered healthy. I wound up cleaning up the mold and applying a varnish myself. So much for there warranty and customer service pledge

  Customer response

  05/26/2023

  Yes the windows are still under warranty. They have a "Fully transferabel limited warranty 20 years glass and fivrex material. 10 years installation and 10 years on the hardware. Windows where installed 11/1/2017

  

  Business response

  06/02/2023

  Our project Manager ****** met with ****************** yesterday at 2PM to further discuss his issues. We called ****** this morning to talk through the assessment and a resolution. We provided ****************** compensation for the frustrations this has caused and the stain he has had to buy and do himself.

  Customer response

  06/06/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  05/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have received multiple physical notices to my home by Renewal by ******** Midwest on services that I have no interest in pursuing. I need the business to stop sending these notices to my home. I never signed up for these notices, so this is bordering on fraud and spam. Stop mailing me! Stop contacting me!

  

  Business response

  05/19/2023

  My apologies for the disturbance. We will place Mr. ********* address on the Do Not Mail list. The marketing team sometimes setup up mailings up to 90 days in advance so please allow for this. We do not control any mailings that are included as inserts in a community publication. If he is receiving them as inserts, he can reach out to the specific bulk sender or the ***** My apologies again and I look forward to resolving this issue.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/07/22 Windows purchased. $7537.00 deposit. Measured.10/25/22 Measure verification 10/27/22 10/27/22 *******************. Remeasured and created a contract addendum. 02/22/23 Install scheduled. Cancelled by vendor.02/24/23 Install scheduled. Crew did NOT install - windows were the wrong size. Remeasured.02/?/23 ****** remeasured windows. Told us windows received could NOT be installed. Wrong size.02/?/23 Per ***** Install Supervisor. W/O seeing property, decided windows would fit. Contradicting previous measures. They would "make it work."03/08/23 Install Sched ****. am. Cancelled. Vendor did not honor install time frame. 03/08/23: Client and ******/installer made appt to meet 9 am 3/10/23 to discuss issue, NOT to install. He claimed he wanted to assess the situation and move forward with my best interest in mind.03/10/23: ****** arrived with his crew and product. He said that Andersen is going to pay me anyway for coming out. Stated that he could install to our satisfaction. I allowed work to continue, giving them every opportunity to fulfill the contract.The crew removed our patio, destroying it, replacing it with a window that did NOT fit correctly, could NOT be warrantied and would likely fail sooner than later. Also, disconnected our security system. We can not reinstall until we have a new, usable door. ***** began damage control. Said he understood problem and guaranteed prompt resolution. ***** promised that a higher level employee would call Monday, 3/13/23 to resolve issue to our satisfaction. 3/13/23 - 3/20/23 - Absolutely NO follow-up from ***. 3/17/23: Phoned ***. Spoke to **** in the measure department on the afternoon of 3/17/23. She assured me that she would find the person/people to help me and that if no one followed up, call her back 3/20/23.3/20/23:The installation was 3/10/23. It is now 3/20/23. NO ONE from Renewal by Andersen / Windows LLC has even called us. We are seeking a full refund.Thank you

  

  Business response

  03/28/2023

  We have reached out to **************** and have provided 3 different options/resolutions. We are currently waiting for her to respond on how she would like to proceed.

  Customer response

  04/04/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. I hope that we can continue working together moving forward and seeing the promised result.
  
  
  

  Regards,

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

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business harassed me by placing numerous phone calls to me after I repeatedly asked at least ten separate times to remove me from the do not call list.

  

  Business response

  02/27/2023

  We are sorry for the disturbance. The marketing team will make sure the address supplied is on our Do Not Mail list. We will also make sure to place the email on the Do Not Email list pre-emptively. We sometimes setup mailings up to 90 days in advance, so please allow for this. As a note, we can only control mailings that are sent directly to an address. We do not control any flyers that arrive as inserts to third party companies (like local papers or community periodicals). For these you will need to contact the third party mailer or your local ***** My apologies again and we look forward to resolving this issue for *************** 

*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. ↩