Renewal by Andersen, LLC

Renewal has been working with Ms*** to try and assist her with her concerns. We continue to be in touch with her on almost a daily basis. I have exchanged e-mails with her today about her concerns. Ms***’s complaint is more appropriately directed to the independent
retailer that she worked with in her area but Renewal by Andersen LLC has agreed to try and work with her to try and resolve some of her concerns. We continue to work with Ms*** on her concerns. Let me know if you have any questions or if you need further information from me regarding this matter

I purchased an exterior French door in Oct for $ The door was to be installed in December On December 15, I was informed due to it not being a standard installation they were increasing the cost of installation by $ That is nearly a 100% increaseThey did not suggest having an installer come out to review the installation in detail they just said it was increasing by $ I invested hours in meeting with the salesperson, took time off of work for lead testing and the final measurements all under the understanding the door would be installed in December I am aware costs can increasebut not by nearly 100% This is not acceptable

request from website to contact back, several voice message to support @ ###-###-####NO RESPONSEBoth front and deck door locks are not workingReally bad customer service support

I was to have my windows installed on 10/16/18; I was called @ 12:PM the prior day to say there was a shipping issue, it would be the 17th I was unable to be there, so after the installers showed, I left for work, leaving my mother home as the job was to be completedWhen I returned from work, I asked if they showed her how the windows operated (as was done in a previous installation, and is on the checklist)Her answer- no, they left a list, but didn't go over itWhen I looked, there was expandable foam on the INSIDE of of my new, beautiful wood windows, of them have a small portion of the metal incorporated in the window showing on the bottom, and window has small gaps, leaving my worried about the integrity of the window in the futureI left a message, as requested, that I cannot give them a good rating and was called and told I would have the installers backI called my sales rep explaining the issues and that I would be comfortable to talk to someone other than the same installer, I had questionsLarry, the crew leader and who did the measurements, finally showed up after back and forth messagesHe cleaned the foam, talked about issues, but had excuses as to why the foam was left (it was sticky, and they guys couldn't deal with it), the metal that shows is the angle of the bottom of my window (this isn't present on the previous windows), the uneven gapping on the small window is a manufacture issue and he has nothing to do with thatSo will it let in air or have issues opening/closing in the future? Who knows-not his departmentI equate this to an appliance delivery; the store sells an appliance and after it is delivered and discovered not to work, they would say "sorry we sell and deliver, if it doesn't work, that is a manufacture issue," and then leave it for the homeowner to deal withAs for not going through the checklist with my mother, demonstrating how the windows work; Larry stated that he asked his crew; they said they did itLarry told me, "so it is an issue of he said, she said," and left that hanging as his responseWhen I am able to finish the rest of my windows, I will be checking my optionsI would have liked to stay with the same company, and for re-sale purposes in the future, when buyers hear there are Andersen windows, that is usually a positive

Purchased patio Doors and windowsin June of 2014, they were installed September 2014, during winter had a lot of condensation and ice inside the windows, called Renewal by Andersen and a technician came out and said there was something wrong with the sash, the problem continued they claimed it was our humidity level, it was at 25%Finally one of the technicians said we had defective windows and that they were going to replace them, but instead a couple of weeks later there was a supervisor that came out and took pictures of the windows and doorsLater in March they said they were going to replace the windows-they did some insulation of something, the windows were not replaced, again Now December 2016, I again am having condensation and ice inside the windows with mold already growing on the wood trimI have made my phone call to renewal by andersen and I have also sent emails with pictures of my windowsI have an appointment for a Technician to come out to see the window

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am now awaiting a follow up call to ensure the outcome agreed upon takes place.

Renewal by Andersen has contacted the homeowner and we are working with them on a solution for their needs.

Renewal by Andersen has contacted the customer and is working on resolution.  Thank you.

Renewal by Andersen apologizes for the customer's frustration.  We have been in contact with the homeowner since 12/30/2016.  A proposed solution has been provided and we are waiting for the homeowner to determine if it is acceptable.

Renewal by Andersen has been in contact with the homeowner and is working to determine a solution to the problem.

Renewal by Andersen sold and installed a product that met code requirements for replacement applications.  Mr. [redacted] expressed concern about safety after installation given that the hardware mechanism on the new windows do not open the sash as far as his old windows.  The safest...

solution based on new construction code requirements is to create a larger opening in the bedrooms and install windows that meet new construction egress requirements.  Mr. [redacted] would like to retain the look of the home and did not want to proceed with that option.  The building official recommended Glider's as potential option, thus we worked with the building official to get an exception approval to replace the awnings with Gliders.  The Glider windows would change the look of the home, thus Mr. [redacted] did not like that solution either. In summary Renewal by Andersen has demonstrated good faith by working with Mr. [redacted] and the building officials to identify a couple of alternatives including (1) replacing the awnings with Glider Windows, which was recommended by the building official or (2) creating larger openings in the bedroom's and installing windows that meet egress requirements for new construction applications, which is the safest alternative.  Renewal by Andersen cannot provide any other alternatives to meet Mr. [redacted]'s requests.

Initial Business Response /* (1000, 5, 2015/08/06) */
Renewal by Andersen has resolved the issue to the customers satisfaction.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/17) */

Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  They have agreed to remove the additional $7000 installation fee.   The door will be built and installed for the original amount of $7800, plus they are throwing in an additional $600 service at no cost to me.

Renewal by Andersen did provide the option of enlarging the openings in the homeowner's house and installing windows that meet new construction egress requirements at an additional cost.  If the concern is being able to safely evacuate the room in case of an emergency that is the best solution.  The homeowner originally did not want to pursue that option as it drastically changed the appearance of the home.  The windows currently installed in the homeowners house were sold and installed within building code for replacement situations.  There are no known issues with the windows or the installation.  Renewal by Andersen will continue to honor the warranty on the windows that were installed.If the homeowner would like to get a quote for enlarging the openings in his home and installing windows that meet new construction egress requirements please contact me and we can arrange for a sales consultant to meet with the homeowners to walk through that process.Thank you