Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
* Date of Transactions: 4/22/2021 * Purchase price paid: $14,943.00 * Installation of Front Door and Storm door 14 - 18 weeks (8/26/21 - 9/23/21). * Delivery and installation of the front door was completed on 9/17/21. On this date, Renewal by ******** had no idea where the storm door and said they would need to get back to us. There was absolutely no attempt to contact me on the missing door, I contacted RbA on 9/23 asking for an update. RbA had not ordered the door on 4/22 - though they did not let me know about this until I pushed for an update. When the door came in, installation was scheduled for 11/20/21. The installers stated that the incorrect door/parts were ordered and they were not able to install during that time. Again, no contact with RbA until I reached out on 11/28/21. The last contact I have had from RbA is November 2021 when the manager told me they were trying to figure out where the door was no because it was lost. I have not heard back from him, I have no idea what is going on, if the door was given to someone else or if they are ever going to contact me again. * The business is giving me no updates and I have no idea what they are doing to resolve the problem. * No Account or Order number, but date of contract is 4/22/2021 under ****** and ***********************.
Business response
02/10/2022
Our Director of Operations has reached out and left voicemails but have yet to hear back.They will continue to attempt to make contact for a resolution. Thank you.Initial Complaint
01/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On February 2, 2021, we agreed to purchase 2 doors by Renewal by Andersen for $12,527. We had already purchased 1 door from this company and asked if the install was going to be the same and the salesman said yes. The contract said they will not be painting the trim. I cancelled the contract on 2/8. The salesman said they would paint the trim and I said if they would, then they could continue the install.From: W Date: 2/8/2021 To: *** Subject: Re: Agreement Confirmation for *********************************************************** Yes if all was prepainted like last time, we would be ok to proceed.From: *** Date: 2/8/2021 To: ******* Subject: Re: Agreement Confirmation for *********************************************************** If I can get the same guys to do it and them finish everything like last time would you still want to cancel? J On 3/22 they cancelled the install.On 4/7/21 They did install but there were many issues. Employees did not mask. Referred to us as guinea pigs because they have never done this before. Did not bring wood to do install properly. Did not install our screen door that was ordered. The front door lock was not installed because it did not fit. Installers scratched and damaged the doors. Since then door is hard to close and grooves are being worn in the door because of improper installation.****** the service manager came out and documented our concerns on the installation and took our money. Then I heard nothing from them anymore. Finally, *** contacted us. On June 10,2021, he left a voicemail saying he reorder them and he would be walking us through the process to get our issues resolved.On 9/25, they were to fix everything but did not show.On 9/27, *** said we could have our money back but we have still to have receive it and he is no longer answering my calls or emails.Business response
01/31/2022
Our Operations Manager has reached out and spoken to Mr ***** ******************. They have offered a couple of solutions to their complaints and are working with them to resolve any issues they have. Thanks!Initial Complaint
01/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company has been harassing me. I have opted out of emails over and over and over and they just keep creating alternate address.Business response
01/17/2022
I'm so sorry for the disturbance. We will make sure that Ms. Azzolini is placed on our Do Not Contact lists. My apologies again and I look forward top resolving this issue.Initial Complaint
01/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Renewal by Andersen was contracted to replace the windows in our home. The date was set for Dec. 27 & 28, 2021. On Thursday, Dec. 23rd I was sent a reminder the installers would be here between ****AM on the 27th & I had to prepare my windows for the work which I did the day before. At nearly 11AM, I contacted Andersen to see if there was an issue in the delay. I was informed the construction crew assigned was no longer doing installations as on a couple weeks before. Andersen failed to check for what schedules were involved and notify me. The best they are trying to do is Jan. 17 & 18 which is unacceptable to leave our house in disarray while we wait. The installation scheduler, whom Ive talked to numerous times since the 27th, assured my I would be contacted by someone in their administration department. It has been a week now and I have not been contacted. I expect their schedule be adjusted to make my installation a priority or compensation in some form for their error. I contacted the original salesperson who was also going the work the issue but I have yet to be notified.Business response
01/05/2022
Our team spoke with ************************ and have them on the schedule for 1/10-1/12 to complete the project and ensure that he is happy.Customer response
03/31/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My original complaint included the extreme inconvenience we had to deal with because of the companys, RBA, failure to correct their scheduling issues. Also, the failure to do any follow-up after the installation was complete even though their literature proclaimed there would be immediate follow-up. I had to make contact with RBA to place a service call that should have been handled if follow-up by them would have occurred.
Regards,
*****************************Business response
03/31/2022
We spoke with Mr. ************************* his complaint. We talked through everything and have addressed all of his issues.Customer response
04/02/2022
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
12/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
or around October 30, we had installed provia entry doors in our home's front and rear entrances. However, we were supposed to have two screen doors installed that did not happen. The back screendoor was the only one installed; because the front screen door was improperly measured, in all directions, height, width, and whoever measured it failed to account for the fact that we have a slanted front porch roof, so whenever it opened, it scrapped the top of our porch.We have contacted RBA numerous times about resolving this situation as the screen door was fianced. We technically have paid for and are paying monthly payments for a product that has never been installed; yes, they did install the doors and a few windows that we financed, but this item was not. My husband and I have called multiple times to get the screen door issue addressed, and the damage to the wall; a service agent came out to fix another problem and ignored the wall. As well as these issues, the newly installed screen door in the back appears not to be adequately sealed as light is coming in, and our front door is tough to lock along with an air leak coming in around the locking latch.What do we desire ? at this point, I am not even sure I wish I had never wasted my time or money. I chose RBA because this was supposed to be a high-quality product with fantastic customer service that could increase our home value along with a supposedly great transferrable warranty, but where is the customer service? Why is it almost two months later and we have no front screen door? The doors leak, and was our wall never fixed? Why is the front door still damaged by the installation of the screen door as part of it was installed and just left? Rba needs to do several things to make this right, Either install our screen door or remove the cost from our account or make a possible adjustment by installing windows of equal value if this is an option. Or give an update as to when the door could be installed, if that isBusiness response
12/29/2021
The team has reached out to the customers and we are moving forward with a refund for the storm door and resolution of any outstanding issues that need to be addressed/fixed.Initial Complaint
12/02/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Early April, 2021, Renewal by ******** (Nashville) visited my home and provided an estimate on 26 replacement windows. At that time, i was not ready to commit to the purchase. In July 2021, I contacted the sales representative again trying to negotiate a price to close the deal with no luck. Again, in August, I contacted the sales representative with no success. Separate brought on another contact with the same sales representative with some movement toward closing the deal. Oct brought on more negations. October 14, I contacted the sales representative with another proposal. A price of $35,754. was provided on Oct 17. On Oct 18, I spoke with sales rep who said that was a good price and process will be increasing in early 2022. On Nov 9, I contacted the Same sale person to make another offer. On Nov 11, sales person was contacted about finalizing the deal with price of $35,754. At that time, I requested to speak with sales person manager. I emailed manager requested a call. He called back on Nov 16 and advised sales person was on vacation and would need to speak with sales person about finalizing. On Saturday Nov 28, sales rep called me and advised they had resigned from Renewal. Nov 29, I emailed manager to see if contact was made with sales person. Manager responded with email advising, sales rep had left company and could send someone else out but last price quote could not be guaranteed. 2nd email was sent to manager with window sizes from original visit. No response to either email. I left voice mail on Nov 30 and Dec 1 with Renewal manager requested call and no response. On Dec 1, I also called one of the many 800 #s for ******** and was advised some one would call with 24 hours. No response has been received.Business response
12/06/2021
We have spoken to ******************** and will be visiting his house next Tuesday 12/14 to review and finalize all specs of the project. We apologize for the delay.Customer response
12/08/2021
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
11/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
October on 2020 we purchased all windows and two patio doors to be replaced. After over $40,000 and 10 months since installation we have had over 10 different visits and technicians for various repairs this is still not resolved. The seventh technician advised the company the patios doors needed to be reset. Two people have come since then and the doors have still not been reset. I have taken time off of work continuously to get this resolved. I would advise anyone to be cautious when making a significant purchase as the service we have received after the sale has been poor at best.Business response
12/03/2021
The service team have spoken to the ******** and they are on the schedule for 12/7 to have both Patio Doors reset.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
73 total complaints in the last 3 years.
6 complaints closed in the last 12 months.