Renewal by Andersen
reviews and complaints

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.

Please see below an email dated 6/22, however the initial contact was made in May. To date, we have not heard back which is completely unacceptable. We have not gotten the replacement footlock nor have we gotten an estimate on the screen. It has now been two months since this has been initiated and once we do hear back, then we will have to wait again for the screen. What makes it worse it the lack of communication. It is like we are totally forgotten. Plus, on several occasions, the people call or email to 'Brian' which is NOT my husbands name. At this point, I would NOT recommend Renewal by Anderson, the quality of product is good, but the customer service is subpar. So, here we sit with no contact and today is July 13th! The cost of the product is considerable and customers deserve better service.
This issue combined with the initial wait/delay and problems with install and continued lack of contact/communication are the reasons for this official complaint.
Disappointed and dissatisfied customer,
Diana & Eddie Weaver

Jun 22, 2021, at 1:49 PM, Jovita Garner-Acosta wrote:


Hello Mr. Weaver,

Thank you for having our service technician out to your home. We are pending confirmation on your replacement footlock for you patio door and will reach out as soon as we have an arrival date.

We will also be sending you a quote for the screen replacement due to the tear not being a manufacturer defect. You should receive by next Wednesday and we will reach out to you prior to ordering.

On June 5th James Culwell came to my home to try to sell me replacement windows. The whole experience was awful first off because it felt like I was being sold a time share. The beginning price was so astronomical I could have bought a new home for what he wanted me to pay for 5 windows!? For 6 windows he quoted me over $26, 000 before he applied a discount! He then began to cut things down and got to a little over $12, 000 for FOUR WINDOWS! Well, I would never in my right mind pay $12, 000 for four windows!? I was polite and told him I would think about it but the pressure to close that day to secure the discount was HUGE from him!
As we were walking out in my front yard he said: "What if I could get you a storm door today for $500?" I felt bad, he was trying so hard and he told me they were having a contest that weekend and the sales reps who closed the most visits won something so I thought, A storm door installed for $500 is only a little bit more than the same Pella Storm door I was going to buy from Lowes and have installed so I would go ahead and get it from him. I said to him AGAIN; "$500 for a storm door?" He said; "YES." so we went inside I wrote a check for what he drew up on his computer as the order which came out right under $500 and he said; "See ever a little bit less - right under $500!" He was working on a laptop in my home and so there was no way I could have signed anything in that moment that he figured up on a computer. I never got a contract by email, as a matter of fact when I started to ask about the door almost a month later because I wanted to change it he did not even have my email so there is not way he could have ever even sent me a completed contract for my consideration after he left my house because he did not have my email. He only left me with a handwritten paper which I lost and had to spend a week tracking him down through the corporate office and and a man named Wes. Once I did get him by phone and started texting him that is when I saw a new order for the change in door (he told me any door I wanted $500) and that the new door was over $1200! I then said that he told me $500 and he started trying to tell me that he said it was $500 DOWN. That was NEVER SAID in any discussion we ever had and a door over $500 I would have never purchased because I had already been to Lowes and had the discussion about a storm door purchase for less than that so why would I pay $1000 for something I knew I could get for less than $500!? The fact that this man is lying about the entire transaction between us in my home is so disturbing to me that I would rather eat the $494 dollars I have already given your company than EVER have you or anyone in your company ever in my home again! If this is the kind of people you send out to trick people into buying your products you can be sure I will make it my mission to warn everyone I know about your shady practices! AND my husband heard the whole conversation so if you need a witness to the fact that I was "pitched" a $500 price and never given or presented with the contact in my home he can attest to that.
I have never had this horrible of an experience with a company in my life.

My calendar in my phone was populated with an event for everyday in the month of April. It says that it is spring and I should contact your company for Windows. I am unable to delete the event and when I hit decline it remains in my iPhone calendar. This was done without my permission and needs to be removed immediately. Jeanne sorensen [protected]

I replaced a sliding glass door, and this company screwed the first time. I called them back to fix it with a promise that they will not charge any money on it. However, the next month they sent me a big bill from $14k to $32k which is a very big amount. It's not the amount that we agreed. Then I tried to call them multiple times to sort it out and never ever get a hold of them. They were being unprofessional and rude whenever I mention the problem. It has been a year and I need that to be fix immediately. It's frustrating when I get charged a tons of money but don't know where it comes from. The customer service is insanely horrible. Dragging me around that seems like they try to avoid solving the problem for the customers. A horrible company to work with and I never work with them ever again. They seem like a fraud company to me.

Spent Thousands of dollars in 2013 for window replacements. Two of the 2nd floor window frames are falling apart. It seems that thet were put together with caulking rather than a more permanent hold. None of these window have been abused...waiting for the rest to fall down. Have called Renewal by Andersen many times ... no response after leaving many messages.
Eli Doucette - [protected]@outlook.com
32 Westwood Dr., Simsbury, Ct 06070

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 Rick.[protected]@gmail.com.

We requested a quote for a sliding glass door. The rep comes over fairly late in the evening and it lasted 3 full hours. At the end, he tells us that the deal he's offering is void as soon as he walks out our door, so we had to make a decision on the spot. Even though they say their quotes are good for a full year after. So we felt pressured and agreed to it.

During the 3 hours, we selected a color for the outside as well as the inside of the frame. However, it was installed with the frame inside as natural wood, which we then had to paint ourselves. The door cost over $6, 000.. we should not have had to paint it ourselves.

About a month after the install, we get a call from a rep telling us that we have to schedule an inspection by the city and that our city permit was about to expire.. if it expired, we would have had fines. Not only did they not tell us that we needed an inspection or the timeline of the permit, but the information that we needed (permit#, etc) was not provided to us until that call, so we couldn't have scheduled it before that even if we wanted to.

Now, about 2 months after install, the sliding screen on the outside is sticking. We requested service. The rep calls to schedule the service and tells me I need to take a picture of a sticker on the frame and text it to them. There is no sticker. I asked why they don't have the info on the sticker on file, he said "it's the customer's responsibility". He then said that if I can't find it, it may delay the service if they need to order parts. I tell him that it doesn't make any sense that they don't keep the info on file or that they didn't tell us about this when they installed. He didn't really offer anything other than "sorry".

A few days after the install, I got a request to submit a review. At that time, the only issue we had was the frame wasn't painted. While it was annoying, it wasn't a huge deal, so I left a decent review. The next day, I get an email from the "customer service manager", Greg Haden. Of course, thanking me for the review. By this point, we had the call from them regarding the inspection requirement and I emailed him back to complain about the issues we'd had. To this day, a month later, I have not heard a single word from them.

If I could take back the original review, I would. In lieu of that, I will be sure to tell everyone I know of our bad experience. Additionally, we will not be purchasing any more products from this company. They clearly don't care about their customers.