Renewal by Andersen
Reviews and Complaints

Monday, 25 October 2021 - I was up and ready for the installers to come. At 8:30am I still had not heard from them or the company so I called Wayne to see if they were coming. He told me he would make some phone calls and see. We went back and forth in phone calls and finally around 10:00am the installer called and said he was on the way. Once he got to my house, it was only him to do the project. Therefore, he told me he was only doing the 4 small windows (2 in the living room and 2 upstairs in my daughter’s room which were right above the living room ones). When he was wrapping up to leave for the day and left, the following pictures (attachment below)will let you know how he left the windows. These are the windows in the living room and the way they were left the evening of the 25 October 2021. As you see, they were not secure, so therefore I didn’t sleep well because of the insecurity of the windows in the living room and I couldn’t put my security system on. Yes, I was tired Tuesday because of the lack of sleep. Also on this same day, upstairs in my daughter's room, the windows were worst in that you could see straight outside on the sides. Therefore, bugs could come into my house. I got some painter tape and put around the windows where the openings were. Throughout the day I was in contact with Wayne. In talking to Wayne during the afternoon, he told me that a supervisor would be coming out, but as the close of the day the supervisor didn’t show. Tuesday, 26 October 2021 – When the installer got to my house it was him plus one other. They worked on the inside of the 4 small windows and the large window in the back. I told the main worker that he was going to have to finish the front because I am in a HOA and the front can not be half done. Later that afternoon Herbert Steverson (field supervisor) came by and I told him of my dissatisfaction of the workmanship of the windows. He said that the reason the 4 small windows were not complete was because the worker ran out of the foam. In addition, I told him that before they leave today the front had to be finished because of the HOA. Mr Herbert assured that the 4 windows and the 2 large ones in the back would be completed before they left for the day. In talking to Mr Herbert, he said they would need another day to complete the project. At this point I was frustrated and unhappy with the way things were going. Now, there is another issue, I was told by Rosalind that this project would take 2 days. I make sure I was free for these days (Monday and Tuesday, 25 and 26 October 2021) and on Tuesday, 26 October 2021 they were saying they need another day. That was a problem for me. I really didn’t have any more days to give. Because I knew this had to be done, I changed my schedule on Saturday, 30 October 2021 (which put what I was supposed to do behind) to get this complete. Just to note, that appointment which I had scheduled for Saturday, 30 October 2021 can’t be done for another 3 weeks and not sure, as of now, if that is possible. Saturday, 30 October 2021 - the worker got to my house around 9:35am. This time there were 3 installer total. They had 3 large windows to complete (in the front over the front door, master bedroom and computer room). I didn’t sign the completion document because I need to talk to someone higher up to let them know how dissatisfied I am with the way things were carried out and the way things were done. Lack of communication, security and not being consistence with having the project completed as stated. There has to be some type of compensation with the way things were carried out and most of all the insecurity that I had to endure Monday night. Monday, 1 November 2021 - I received a call from Mr Robert in regards to this document and he said that he had received the document. He said he was getting ready to go to a conference and would get back with me once he returned from a conference. Tuesday, 2 November 2021 - I received a call from another representative to see what was going on. I told him that Mr Robert called yesterday and said he would get back with me when he returned from the conference. The representative said “yes, he would be in contact and I would make sure he does”. Wednesday, 10 November 2021 – Sent a follow-up email to Rosalind to let her know that I haven’t heard anything from Mr Robert. Monday, 27 December 2021 – Received a call from Mr Robert in regards to trying to close out the count. I mentioned about some type of compensation for all I have been through. He said once the project is completed we would talk about it. Also in the conversation he told me that he would get in contact with Mr Herbert about coming out to do an inspection. Mr Robert also mentioned that the crew that came out to install were not working for them anymore. The following week, Mr Herbert called and scheduled an inspection on 11 January 2022. Tuesday, 11 January 2022 – Mr Herbert did come out for the inspection and the following was founded: inside - missing screws, windows not sealed, frame bent screen not secure (they were able to fix that); outside – was not sealed good and properly clean on the windows in the back. Mr Herbert did the report to be sent. I asked for a copy but he was unable to give me one because he did it on his phone and had no way to send it. Also he told me he was going to send it in and it may take up to 6 weeks before anyone will be out to fix the problems. (may take longer) In addition he did tell me that the ones that installed the windows would NOT be the ones to do the repairs, “they no longer work for us”. Wednesday, 12 January 2022 – Made calls to Ms Robin and Mr Robert to see if I could get a copy of the report. Has to leave a message but around 12:05 Ms Robin called back. I told her what I wanted, and she was going to email Mr Herbert to see how to get it to me. Thursday, 3 February 2022 – Called again Mr Robert to request a copy of the repair report. left a message @ 10:23am. Also called Robin to inquire/request again a copy of the repair report. left message @ 10:25am Friday, 11 February 2022 – Received a call from Robin to let me know that she would be sending an email to me on Monday, 14 February 2022 with that was on the repair report. Wednesday, 16 February 2022 – as of 12:50pm I haven’t received an email in regards to the repair report. I called Robin @ 12:52 and she forgot but said she will send in 10 minutes. Wednesday, 9 March 2022 – received a call from a representative arranging an installation appointment to make repairs. The date is Monday, 11 April 2022. Monday, 11 April 2022 - received a text to confirm that the workers would be out on this day. After they came and looked at the windows it was discovered that the big windows in the back were bow. Also, as I went out in my back yard and looked up at the outside of the master bedroom window (see picture below) it was not put in evenly. Monday, 11 July 2022 – called Robert to let him know that I would have to reschedule the appointment that was set of 22 July 2022 due to me not being able to be available. Robin called back and we agreed to the reschedule for Friday, 15 July 2022. Friday, 15 July 2022 – Mr Herbert came out to replace the big windows in the master bedroom, computer room and pink room. After doing that I pointed out the window on the outside of the master bedroom that was not set in correctly and then he looked at the others and observed the L trim on 2 windows needed to be redone and the brick mold on the windows in the back. Therefore, another repair ticket had to be done.

As of today's date, still have repairs to be done. I am tired and unhappy with this!

Started May 2021 is when they first came to measure for the door.

They came to install the door, the original measurements were wrong.

I had to wait months for a new door to be made.

January 2022, a new door is finally installed but the one that was installed was damaged. And they installed it anyway.

I called them the next day. We did a video call where they took pictures of the damage.

Another new door was ordered.

May 2022, they came to install it but that door didn't even get out of the van because it had major dents in it.

Another new door was ordered.

June 2022, they came to install the door. But they brought a storm door not a kitchen entry door.

And now here it is July 2022. I have had to call them twice. Because just like always no one every calls me. They say they will call me but no one ever does. And when I finally reach someone they say I was just about to call you.

And now they tell me there is a shortage with the manufacturer and they have to idea when I will get my new door. I can never reach a manager.

I always see commercials saying how the customers satisfaction is their number one priority but I feel like they could care less. They've been getting my payments on time and I just don't know what else to do. This has been going on for so long and I am beyond frustrated!

This started in 2019 by ordering this door. It has been a total disaster and uphill battle to get the correct door replacement. The door I have now has a chip about 1.5 inches long at the top.

We have had to have all the weather stripping replaced and that just happened two weeks ago. The door knob was coming apart because it was installed backwards.

Having paid 11,800 dollars for a door with a chip and waiting 2 yrs to be told that it was on back order or that the company would not replace it.

Numerous phone calls to talk to someone in management has been extremely frustrating. They will not answer and will not call me back.

I would not recommend this company and wish I had never done this.

While I may understand delivery time may have been impacted by covid (We were assured delivery to be Aug, 2021 and did not arrive until Feb, 2022), I do not and will not accept what has followed since:

1. The follow up requests for repairs and service have not had any scheduling for two months despite repeated contact. I have sent photos which you are now receiving.

2. I have "daylight" showing through the casements.

3. The casing did not even attempt to create a reveal of 1/8"-3/16".

4. The finish of the casing was atrocious and requires that I redo, even if the casing had been correctly "revealed."

5. The windows were not centered vertically and I am unsure if the bottom is even sealed.

6. The outside trim has come loose and is bowed.

7. There were dust leaks NOT associated with the open casements.

8. The outside caulking is and awful brown/gray color. I am unsure as to whether I can paint over it when this house is painted white.

9. Damage was done both inside and outside to the block walls when installing.

I will be blunt. I am going to contact an attorney. I did not spend over $17,000 for this kind of workmanship. I suggest Anderson get someone out here ASAP and get these repairs addressed to my satisfaction.

Through my son, a year ago, we chose Anderson because it was one of two of the best window manufacturers in the country. I expected quality work as well as being storm proof. Now I am not so sure.

[For what ever reason my Mac photos would not all down load. I have more if you want.]

If you live in MN I 100% suggest you do not buy from Renewal By Andersen. We were lied to by Ryan the salesman, Rick the project manager and jerked around by Tim the install manager. We were sold a dream of having the best windows, the best install team and the best customer service and so far we have received none of those things. First we were very upfront as we have an older house that we want all of the trim to around the windows to match and were told after the purchase that wouldnt be the case as they couldnt match the trim. We were then thinking about not buying the windows but were told since our project was so large (70k+) that why would throw in the trim so all of the windows match. Come to install week and we were told that we were wrong and they were only replacing the trim on 3 windows. The other issue was 1 window was ordered with privacy glass when it wasnt supposed to be and the wrong french doors were ordered. We also have MAJOR issues with EVERY door and window have scratches, chips, nail holes, and scuff marks. The install team also did a HORRIBLE job with the caulk around the windows and doors on the outside of the house. They left black scuff marks on our walls and floors, didnt clean the windows, and there is caulk on doors and walls. We were told oh this is normal we just need to have the service team come out and fix it. We were also given some basic compensation in them replacing the stops in each of the window (but again we were already told this was happening) and that we would get 4-5K in compensation for the wrong product being ordered. We were also told we would be getting up to 2k in compensation for exterior painting but because they caulk was so bad the estimate came in more than that and they refused to cover the addition. We were also told it would be a couple weeks to get the service team out, nope a month and half we have to wait. My advice is dont buy from Andersen go elsewhere. Worst buying experience of my life!

Several years ago, I purchased several windows from Renewal By Andersen. I was satisfied with the quality of the windows and the installation process. As a result, I recently purchased several additional windows which were recently installed.

As I've previously commented, I was very dissatisfied with the fact that the wood surrounding the windows is not stained. When we spend this amount of money for your windows, I expect full service. As a result of this issue, I have advised several friends to not buy your windows.

After staining the wood this weekend, I am now even more dissatisfied. After applying multiple coats of stain, the wood trim does not take up the stain as well as the window wood. As you can see by the attached picture, it's a pretty significant difference.

I thought you should know

Our project of a full house replacement of windows and doors started back in August of 2021. We were told installation would occur in Dec 2021 and it didn’t start until Feb 2022 It’s been very difficult because we’ve had little to no communication as to when the job will be finished. It’s now the beginning of May and we were told the communication would get better but it hasn’t. We are so dissatisfied with the front door but were told “it is what it is”. There’s many small aesthetic issues as well that we’re still waiting on. Every ounce of communication we’ve had with them has been at our effort to reach out to them. The worst thing is that now our financing has come due and we are forced to start paying the bill without resolution. We don’t know where to turn next. We thought the job would be done before our bill became payable. What recourse do we have when they’re getting their end of the deal?

I purchased Windows from Renewal by Anderson last summer for my home. My bedroom window is a slider and I have called Renewal by Anderson several times and three times they have come out and say it is not the window it is the screen. I would like to get another type of window in its place, like windows that open and close up and down and not the slider. They tell me I would have to pay full price to replace these windows, which would be over $4000. I feel that I paid full price for the window that is not acceptable (CASH) not financed and that I should not have to pay anything for this inconvenience when it is not even one year old! Please help!

Absolutely the worst customer service. I signed a contract in February of 2021 for 11 windows and after 3 scheduled installations, RBA finally completed the install in February 2022. 1 year and 2 weeks after signing contract. I get the initial schedule accounted for the ever so common "material delays" but the first contractor could not install half of the windows because they were measured wrong (measured by RBA) and would not even install those that were correctly sized. Then the second contractor (yes - different from the first, so more finger pointing can be used) could not install all 11 because RBA had lost 2 of the windows. How does one lose a window? With RBA, its totally feasible. Wait another 6 months and keep calling for updates because they certainly will not call you with any updates. Classic left hand doesn't know what the right had is doing type of company. Salesman was no help - he did his job, washed his hands from there on. I can only hope the windows perform better than what I have been reading on other clients' post. Go elsewhere for your windows - wish I had.

I have ordered over $14,000 and am getting bad service.

I ordered in Aug/Sept of 2021. Fine, taking longer than expected due to Covid.

Finally, installation day on March 4, 2022.The contractor showed me that the front door was a different color. After coming out of "shock" on seeing the wrong color, we both stood there and could not believe how the color was "nowhere" near a brown "Terraton" color as it was supposed to be. The contractor brought up the picture on what the color was supposed to be, and the color was defiantly "wrong", so he stopped the installation. There was "no way" a beige color could be installed when it was to be brown (Terratone).

I know I specifically told the salesman about the "color situation". You must comply with the color of windows and doors. I know I reiterated to him on the color and "showed" him the color. There was no way to miss the color since all doors are brown. I told both the salesperson (who was rushing me), and the guy who came to take final measurement of my doors. on the BROWN color.

All my other windows installed (from another place) never caused me this much drama. Do you think I would have agreed to the "Clay" color when everything else is "brown"? And, again, I know I said something about the "brown" color of the doors.

Luckily the installer noticed the COLOR difference right before he installed the front door. Unfortunately, they started removing my screen door before realizing there was a color issue and now my screen door does not close and has no lock. It just "bangs, and bangs, and bangs" every time I go out the door. Wonderful!

The salesman came to my house on March 4, 2022, to confirm the color of what my front door and screen door should be "after" the installers discovered both front and screen doors were the wrong color.

We agreed that the front door and screen door should have been (Terratone) and NOT the color that was delivered. The salesperson took a picture on his cell phone of the Terratone color matching my front door. We agreed the wrong color delivered. WHY come to my house to verify the color "IF" it would have been the right color. instead of the wrong color. We agreed that the front door and screen door should have been (Terratone) and NOT the color that was delivered. The salesman emailed me the color comperison (Terratone) on

I was todld I ordered the "Clay" color for my front and screen doors. I was sent pictures of my doors in the Terraton color. "IF" I would have ordered "Clay", would the picture not have shown me in the Clay color? You would have emailed me a picture depicting the "Clay" color just like the picture you sent depicting the picture of the Terraton color for my doors.

The color of Terratone is what I agreed to in the initial visit with Anderson. I specifically told the salesperson and Kirkland Lathope, when he came to measure, that everything has to be a "brown" color. I was adamant on the brown color to both of them.

Did either of them double check the order? I cannot reiterate enough on how I stressed the fact that the color has to be a brown color (Terratone). The "entire" complex is brown so-why-oh-why is there a question. Nether one of you took note a note the colors? OH, no... let's make a sale.

I would like to see any email or pictures sent to me on how my doors would look like in Clay. Just like the pictures that were sent to me in the Terratone color showing how my front door and screen door would look. Obviously, we know that there are no pictures.

I cannot have the wrong color installed for my doors. Period.

There has to be a resolution. I can cancel my front door order and just have the 2 sliding patio doors installed at this point.

If I cannot have the correct color for the front door and screen door, I cannot agree to installation of wrong colors to my front door and screen door that are trying to be forced upon me.

Does the picture look like Clay? I was sent this picture depicting what my doors were to look like. Are they CLAY...? I think NOT! If it depicted the Clay color, I would have called immediately!

I believe "someone" was too quick on pressing buttons and the "wrong" color was picked and they are trying to make it "my problem". Again, the salesman was rushing me. He may have clicked the wrong button. I would never want to deal with him again.

On June 9, 2021, we purchased two patio doors from Renewal by Andersen 2300 RIDGE DRIVE, GLENVIEW, IL. Our next door neighbor purchased the identical 2 doors on the same date. His were installed September 29. Ours were to be installed October 1. We were assured that all their doors were made in the U.S. so that supply chain issues would not be a concern. Our doors came in December-two different dates so we had to pay the alarm service twice to disconnect and reconnect. Both installations were without the screen doors. Also the doors were supposed to be identical. They are not.

After dozens of calls, we were told the screen doors would be installed the first week of March 2022. In mid February, Renewal by Andersen called to say the doors had arrived. The day before the March installation, Renewal by Andersen notified us that they couldn't find the screen doors. No explanation. No apology. One manager said she was searching but could not determine if they were shipped, received, in the warehouse or sent to another home.

We called and called and 2 weeks later were told that they "expect" our screen doors to be shipped from the factory next July! (The factory is in Minnesota, a six-hour drive from our home.) Renewal was not even able to confirm that there would be a delivery in July. That means a summer without being able to use our deck or patio for fresh air. More than a year after purchase!

Their customer service, pretentiously named concierge, is less than adequate. In order to get through to a human being, I had to call the showroom-the sales force is there- and beg to be transferred to a manager. Now we have very expensive patio doors and have to search for a company which can make screen doors to fit them.

We are sorry we trusted the Andersen reputation and did not read the customer reviews, many of which mirror our own. Whoever runs the Glenview Renewal by Andersen doesn't seem to care if customers are mistreated.

Newly installed windows leak. They leak worse then the removed windows that were in the house for almost 30 years.
Photos and communications sent but No response from management to find solution.

Arieh Cohen
[protected]
3243 Red Oak Dr.
Minnesota
55121

We purchased 23 replacement windows from Renewal by Anderson in June 2021. All windows were installed except for large window over front door. Need special equipment and installer at house did not feel comfortable installing. It is now November and after calling weekly sometimes daily we have no resolution. Installer was supposed to be here this week and they no showed. No call and when I called got the run around. During whole process no one from company called us we were the ones having to call them. Now today promised someone would be at house. Installer called and they don't have all pieces to install window. I am unable to get names or numbers for anyone higher than the scheduler and when I ask to speak to a supervisor I'm told everyone is in meetings. We are beyond frustrating and they have all our money.

Order Placed on July 20th 2021 for 12 windows worth $25365 after discount. I have payed $8454 as deposit .

Got the partial order and no information about what were part of the partial order and installation date was on OCT 16 which i cancelled since there is no timeline for the other partial order till date as of NOV 18th. I get the answer is "no timeline" since OCT 16.

My question was not answered about "how can company provide partial order by OCT 16 and there is no timeline for the other " for which they have no answer. They are requesting me to get that partial order installed so that the clock for monthly installments will start for the rest of the money which was agreed for 18th months without interest.

They provide me excuse of shortage of raw material, then how are they taking orders and fulfilling other customers ( are the orders partial for other customer too)

Which seems to be very fishy while they are still taking order from other customers and i am sure no one wants to have partial order and have no timeline for the other partial.

Hello,
I also had a poor experience. My wife really wanted to get new windows so we had Andersen stop by for a consult. The sales manager was there and telling us he would be by several times and that if we did not take the price he quoted us that day we would not avail of all the savings. I then see a commercial where Anderson states that their quotes are good for a year. We had already ordered the windows and so it was too late. They installed the windows and the caulk they used collect so much dust. Our windows look dirty around the caulk. They stated that they would come back and redo, yet have not heard from them for over a month. I was also told they would address the shoddy sales pitch and someone would be in contact with me. No one has called. I sent a message to the CEO via LinkedIn and he has yet to respond.

Your crew from Farmingdale installed replacement windows and door in June of 2020. At that time, my wife's silver coin and coin books were in her antique desk. The value was somewhere between $5, 000 and $6, 000.
On September 5, 2021 I thought I would check the coins and sell them since price of silver had been on the rise. Much to my surprise and disappointment the collections were gone.
After searching our house from top to bottom, I file reports to the police and insurance company. I basically was told there wasn't much that could be done since much time had passed. Needless to say I was angry. I had let your crew in my home and they stole from me-on top of which I had given each crew member a tip of $100 each.
I know that the coins and coin books are gone, but would appreciate anything that can be done about reimbursement.
Gary Otten
7 Woodchuck Hollow Lane
Wading River, New York 11792
[protected]
Account Number [protected]
Salesman: Jeff Berkowitz

I bought a door that does not fit. The measurements were taken to make the door fit properly but when it was installed it was made to fit in a way that makes it hard to lock and unsightly as you can see by the photos. I reached out to a Mr. Nahu Tellez, he came and too photos and he was going to contact the sales rep, Michael Morris. Mr. Morris said he'd come by but it's been ten days and although I've emailed him twice I've heard nothing back. The worst part, apart from the ugliness of it and the bad customer service is that the door is dangerous, it has a lip that extends up off the top of the sill and if you're stepping down it's doubly dangerous.

I ordered a sliding door 5 months ago. No idea when it will be made or even put in. Might be another 5 months. I'm trying to cancel the order and they won't let me. Takes them for ever to even call me back. Worse company.