Renewal by Andersen — disappointing
I am writing to identify a problem with a RBA Installation of a Front Entry Door. We have tried working with your local franchise agent, without success. The short version of the story is that we contracted on 20 Sep 2011 (Judy and Carl Huenefeld) with Designer Sash and Door Systems Inc in Paris CA (Renewal by Andersen DBA) for a replacement double front door (a Therma-Tru FC 916 and surround). The installation seemed to go well and we were very pleased with the door's appearance. Regrettably we started, since Jan 2012, having problems with door centering, a fading and flaking finish, and with the lockset not matching up. We had a number of Andersen reps come work on the doors, first from the company that installed it, then after they went out of business, from Dream Style San Diego. We have no documentation of these early trouble calls, your reps didn't provide any to us, citing the visits as basic warranty work. This spring we were told by Dream Style that they no longer represented Anderson and we were turned over to Renewal by Andersen, San Diego. The new agent came out and told us they believed the door was warped, took pictures and said they were going to get back to us. We have provided RBA San Diego copies of the original contract paperwork and pictures several times. We, initially were told that we had to go to the manufacturer (TM Cobb) to get the work done. We tried TM Cobb who said that was incorrect - that the request for service needed to be initiated by RBA, and sent us back to RBA. We tried to follow up in August with RBA, the response we got from the service coordinator (Mr. Mario Lopez - who was both pleasant and supportive in our discussions) was that he would talk to his manager, who was talking to TM Cobb (door manufacturer), and get back to us. That response, on 4 Sep 2019 is the last we have heard.
I think you can understand our frustration. We have had several Anderson Products installed in this house, and, with the exception of this door, have been generally happy customers. We used Andersen because of your reputation for using quality materials and standing by your products - at this point that confidence seems to have been misplaced. At this point I also suspect that part of the hesitance on the part of your local franchise is that the other previous attempts to correct the issue may have in fact made it worse. Today we still have a good looking door, but your have to giggle it into place to allow the lock to seat, the finish is struggling and the door doesn't stay closed unless the deadbolt is engaged - I am not confident that it is as secure as it should be - as we should be able to expect.
I would appreciate a fast response. I will also use the corporate site to submit our comments and concerns and, if we don't hear back will try working it next through the Better Business Bureau.
You may respond via this email address, or to [protected].[protected]@gmail.com.