Renewal by Andersen

Consumer sent the following update:Got a call from somebody named [redacted] from Renewal by AndersenHe said that the patio door will be replaced on February Best regards,***

Hopefully, the 7th time will be successful

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ I sincerely apologize for your experienceWe pride ourselves on providing homeowners with the best experience and I'm sorry this was not the case for youOur door-to-door representatives are licensed and have permits to be in neighborhoods, however, if you are interested in being placed on our Do Not Solicit list, please send us your address to [redacted] @andersencorp.com or call us XXX-XXX-XXXX Again, I apologize and appreciate your feedback and consideration Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Wanting to not be disturbed by solicitation was my desired resultAs far as I'm concerned the conflict is resolved under the condition that they don't knock on my door Thank You

We had Renewal By Andersen come to give us a bid on a door and two windows on July, Sales representative was [redacted] from their companyThe salesman they sent to our home ruined my family room door For some reason he threw his body on the door (with one lock engaged) and forced it open He said a burglar could do the same Except he didn't have the dead bolt engaged The salesman ruin my door and now it won't close and lock What is wrong with their company? [redacted] and [redacted]

I am verify dissatisfied with the solicitation practice of the employees of Renewal by Andersen Owner [redacted] One of his agents ( [redacted] ) on 7/7/along with a couple of men came into the community passing signs clearly stating "No Solicitation" I had already received a coupon in the mail for 40% off the second window so I listened to [redacted] and agreed to have an estimate next week Without my permission and/or knowledge [redacted] used my name and position in the community to attempt soliciting other homeowners When she and her associates were directed to leave the property they attempted to persuade the homeowners that they were here on my authority, which is a blatant lie They then became confrontational with yet another homeowner who is also a prominent figure of the community At this time this particular homeowner had to order [redacted] and her associates off of the property I have no desire to conduct business with a company who employs such individuals and I will be cancelling my appointment first thing in the morning I offer this free advice to Renewal by Andersen (Owner [redacted] ) - If the property is posted "No Soliciting" then don't solicit If a homeowner in a HOA tells you to leave the property then you should leave the property peacefully There is no reason to be unprofessional by using an individual's name and position in the community without their authorization in order to promote sales

I replaced all my Windows with RBA. I have had nothing but trouble with them. Every window leaks air. I have opened tickets several times and several times a couple windows were re-installed. This of course does nothing to stop the leaks. I have went as far as to install some felt in these windows myself to try and stop the leaks. I called and spoke with their "new" GM [redacted] ***. He will not return my calls. My bedroom windows allow rain to drip inside. I was assured by Renewal by Anderson that if the window's were of poor design or had any issues they would go straight to the manufacture to get them corrected. None of what your told is true or what is in their commercials on TV. My house if fairly new (2008) replacing my windows with RBA was a BIG mistake.

I replaced all my Windows with RBA I have had nothing but trouble with them Every window leaks air I have opened tickets several times and several times a couple windows were re-installed This of course does nothing to stop the leaks I have went as far as to install some felt in these windows myself to try and stop the leaksI called and spoke with their "new" GM [redacted] *** He will not return my callsMy bedroom windows allow rain to drip inside I was assured by Renewal by Anderson that if the window's were of poor design or had any issues they would go straight to the manufacture to get them corrected None of what your told is true or what is in their commercials on TV My house if fairly new (2008) replacing my windows with RBA was a BIG mistake

I contacted the ***'s on Friday morning 6/5/and spoke with Mrs***.I apologized for the unnecessary insistence by the Inside sales Center that bothparties be present to look at the windows they were interested in replacingIexplained that when we are replacing all or most of the windows in
the home it isa major investment and we believe we serve the homeowners interests muchbetter when all interested parties are presentMrs*** understood and agreed.However, I told Mrs*** that I agreed with Mr*** that it was not necessary forher to be present when all he was looking for was a quote on a couple ofwindows.Mrs*** informed me they had made arrangements to have the windowsreplaced and a visit no longer neededShe thanked me for the call andconsidered the matter resolved.I have forwarded the complaint to our Call Center for review and suggestedadditional training for the rep that took the call.Please feel free to contact me at any time

AMAZING! This is where you should get your windows for sure The Windows themselves are amazing Equally amazing is the company and how they treat you the customer We just had our windows put in yesterday and are absolutely ecstatic about them They are beautiful! But the most amazing is the guys that put our windows in Thomas, Dave & David were incredible! They protect your belongings and carpet and leave it cleaner when they leave! I would give each of them stars each It was the best experience I highly recommend Anderson Windows!!!!

Business responded to complaint See attached.Business response copied and pasted below by Revdex.com staff 1/21/15.Revdex.com Euclid Ave., 4th Fl. Cleveland, OH 44115 To whom it may concern,A complaint was recently made about our business (complaint number 10361309)
Iwanted to write and let you know that this issue has been resolved, and the customer issatis?ed.If you need any further information, please let me know.Thank you,*** ***Renewal by AndersenCloverleaf Pkwy., Suite 1Valley View, OH Cloverleaf Parkway, Suite Valley View, OH

I contacted Renewal by Andersen to replace all of the windows in my home Before Andersen would set an appointment, I had to agree that my husband would also be presentI declined and ultimately they did set an appointment When the salesman arrived, he immediately began to badmouth "metal and plastic" windows He gave a bid for $56,and then reduced it to $38,but only if I signed the contract that day He also asked "what it would take" for me to sign that dayI asked if we were now haggling to reach a price and if so to just give me his best offer He said he had I was told he would give me an estimate that was good for a year When I asked for one, he wrote the $56,amount on the back of his card I gave Andersen my email address only after they assured me I would not get any emails from them except to confirm the appointment In the last week, I have received two additional emails from them The entire experience with Andersen has been very unprofessional

*** *** is scheduled for a service appointment on 2/28/2017, the date is per her requestWe are scheduled to handle the locking mechanisms, replace door panels, assessing dropping the window an additional inches and painting interior white trim at no additional chargePainted interior trim
was not included or paid for in her contract, we are covering the cost

I replaced all my Windows with RBA I have had nothing but trouble with them Every window leaks air I have opened tickets several times and several times a couple windows were re-installed This of course does nothing to stop the leaks I have went as far as to install some felt in these windows myself to try and stop the leaksI called and spoke with their "new" GM *** *** He will not return my callsMy bedroom windows allow rain to drip inside I was assured by Renewal by Anderson that if the window's were of poor design or had any issues they would go straight to the manufacture to get them corrected None of what your told is true or what is in their commercials on TV My house if fairly new (2008) replacing my windows with RBA was a BIG mistake

I had Renewal by Andersen windows installed in my home They were the best and only the best on the market today I do not work or have any connection to their company I am a homeowner that had bad windows and replaced them all I had one problem with a screen not fitting properly and they came back and replaced it free of charge Each window comes with a code If anything is wrong they will replace it They are fantastic in my view and I do not understand where or how those other reviews came from David

Business responded to complaint I’m replying to the letter that we received regarding *** ***, complaint id number *** These windows were installed during the period that Window Pro (a franchise) was the owner and installer *** has taken over the franchise as of
years ago The salesman *** *** worked for Window Pro as well We have these window sashes on order and have a ship date for the homeowner as well as blocked time for us to stain these sashes for ***. Let me know if you need any additional information or have any questions regarding this email

We believe with products such as windows, you get what you pay for This is why we went with Renewal by Anderson, thinking it's a great product with a great company standing behind it We found the estimate and ordering process to be very smooth and our windows came in as scheduled Our crew was polite and neat, they prepared our house and kept things cleanThey did an impeccable job and showed true craftsmanship and care about their work The only thing we were not pleased with was that the trim pieces around our bow window do not match They are all greenish like our siding except one piece which is white Our crew chief told us he would be back the following week to replace it but that was months agoBetween my husband and myself, we have made probably a dozen or more calls to Anderson and always get voice mail The time we did get a live person, she told us he was ordering more trim and would get back to us but as I said it's been months and we still have mismatched trim and now it's covered in snow!!! We really thought we would have a great product and service with such a good company but I should have believed the online reviews I read about Anderson...they DO NOT come back to fix things that they promise they will fix!!! We are so disappointed in their service and are still waiting to hear when or if our trim will be fixed We even offered them the option of changing all the pieces to white to make it easy to find but they did not respond I will not recommend Anderson to anyone simply because of their failure to follow up and follow through with their installation process

Initial Business Response /* (1000, 10, 2014/07/09) */
Dear Ms. [redacted]
I am writing in response to your email dated June 13, 2014.
Since receiving your email Renewal by Andersen scheduled a return visit review to determine any necessary steps to ensure no water infiltration is...

possible from the window installation Renewal by Andersen is responsible for installing. We have also refunded [redacted] $350.00 previously charged for service call as she requested.
When our crew returned to the home the exterior of two window openings the master bedroom and a bump-out bay consisting of three windows were removed and evaluated. The master bedroom had some presence of a water leakage and after further exploring the leak source was identified to be above the scope of work Renewal by Andersen initially completed. I shared this finding with [redacted] and felt confident she fully understood. Since all exterior trim was removed we installed new flashing, ice and water shield, new cedar trim boards and caulking around the perimeter of the window unit to ensure no possible water infiltration. The bump-out bay area windows also had the presence of water leakage also determined to be coming from above our scope of work and I discussed the evidence supporting these findings with [redacted].
When our service was completed on 16 June I am confident there is no water leakage from the windows and that other source of water leakage was identified and discussed with [redacted]. [redacted] was seeking out other contractors to make additional repairs and I offered to meet with them to discuss our findings. She would have to schedule any such meetings.
All work completed is documented and supported with pictures detailing each step in our efforts to ensure no water infiltration from the window installation.
I trust that this letter will be a sufficient response to your request. If you have any further questions, please contact me directly.
Regards,
[redacted]
Renewal by Andersen
Installation Manager
Initial Consumer Rebuttal /* (3000, 12, 2014/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
see attached PDF
Final Business Response /* (4000, 14, 2014/07/20) */
Dear Ms.[redacted]:
I am writing in response to your email dated June 13, 2014.
When the windows were installed each window was shimmed and secured into the rough opening. Around the perimeter of the each window low expanding closed cell foam insulation was injected, exterior aluminum trim specifically fitted to each opening applied and caulked.
When Renewal by Andersen returned to her home on June 16, 2014 the existing exterior cedar trim boards were removed from the top of the windows revealing water entry evidence above the 1st floor bay area windows resulting in water leaking at the point of the siding trim boards typically called a frieze board trim into the window rough opening from above the windows. As a result, once the water entered into the rough opening it eventually traveled to the lower sill area of the rough opening and causing water damage to the sill and knee wall area below. The water leak resulting in damage was not caused by the Renewal by Andersen windows or installation and will have to be corrected prior to any further window adjustments or application of aluminum trim and caulking. I felt this was effectively communicated to [redacted] on the 16th. I also committed to [redacted] to meet with her contractor to ensure a smooth complete transaction with this repair. To date no scheduled meeting has occurred. Once the water damaged exterior is finished Renewal by Andersen agreed to return and apply new aluminum trim and caulking to the bay/bump-out window.
All work completed is documented and supported with pictures two attached below detailing the area the water is leaking into the window area.
I trust that this letter will be a sufficient response to your request. If you have any further questions, please contact me directly.
Regards,
[redacted]
Renewal by Andersen
Installation Manager

Final Consumer Response /* (4200, 16, 2014/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have pictures showing the original installation. These pictures show the windows were not actually shimmed nor was low expanding closed cell foam insulation injected. I have had 4 different contractors review the window installation and all have pointed out how the original installation was not done in a manner which would protect my home from damage. As I stated in my previous response I have hired a contractor to perform repairs and retrofit the Renewal by Andersen windows. This includes applying new aluminum trim and caulking to the bay/bump-out window.
I do not plan to have any further contact with Renewal by Andersen, Chicago.

Consumer sent the following update:Got a call from somebody named [redacted] from Renewal by Andersen. He said that the patio door will be replaced on February 18. Best regards,[redacted]

Initial Business Response /* (4000, 11, 2015/03/30) */
[redacted] Mon, Mar 30, 2015 at 12:57 PM
To: [redacted]"
Cc: [redacted] , [redacted]
[redacted]
...


Warranty service was performed on 3/20 for [redacted]. We left a follow message with the customer on 3/26 to make sure all concerns were resolved. As of today, we have not heard back from the customer.

Regards,

[redacted]
Service Quality Assurance Specialist
Renewal by Andersen Corporation
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (4200, 13, 2015/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive a follow-up message. The main problem with closing this complaint is I won't know until next winter if the repairs worked. I only have problems when we have a few days of bitter cold weather. I supposed the best I can say is I will put this on hold until we see if the repairs worked next winter.

I am verify dissatisfied with the solicitation practice of the employees of Renewal by Andersen Owner [redacted]. One of his agents ([redacted]) on 7/7/14 along with a couple of men came into the community passing signs clearly stating "No Solicitation". I had already received a coupon in the mail for 40% off the second window so I listened to [redacted] and agreed to have an estimate next week. Without my permission and/or knowledge [redacted] used my name and position in the community to attempt soliciting other homeowners. When she and her associates were directed to leave the property they attempted to persuade the homeowners that they were here on my authority, which is a blatant lie. They then became confrontational with yet another homeowner who is also a prominent figure of the community. At this time this particular homeowner had to order [redacted] and her associates off of the property. I have no desire to conduct business with a company who employs such individuals and I will be cancelling my appointment first thing in the morning. I offer this free advice to Renewal by Andersen (Owner [redacted]) - If the property is posted "No Soliciting" then don't solicit. If a homeowner in a HOA tells you to leave the property then you should leave the property peacefully. There is no reason to be unprofessional by using an individual's name and position in the community without their authorization in order to promote sales.