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Time Line of Events
8/28/2021 Contracted with Renewal by Andersen in Reno, NV, to replace one window and one sliding glass patio door in two installment payments: $6836 up front and $6837 due upon completion for a total of $13673. Installments would be paid on my Citi card ending in 4336.
8/31/2021 Received introduction email from Toriano, Concierge Specialist with Andersen, for questions or concerns.
1/21/2022 Window and sliding glass door removal/installation. Frame and finish work to be completed later.
1/25/2022 Worker arrived to finish frame work and stucco around sliding glass patio door. We found that the worker mixed his stucco powder and water directly in our backyard lawn, and had not used a drop cloth over our paver patio, rinsed his tools directly on our paver patio and rock flower beds, tracked mixed stucco and powder across most of our paver patio, and allowed his mixing tool to fall against the side of our house slightly damaging the exterior wall and leaving its imprint in the stucco. Photos taken.
Renewal by Andersen’s supervisor Don was working on another project on our street, and we showed him the sloppy work and problems. Don attempted to talk with the worker, who spoke little English. Don explained to us that the worker was an Andersen subcontractor. Don apologized for the mess and poor quality of the subcontractor’s work, and said he’d report the problems to his boss. Photos were emailed to concierge Toriano, who acknowledged receipt.
2/26/2022 After not hearing back from concierge Toriano for over a month, we emailed him asking for the project completion status.
2/28/2022 Concierge Toriano emailed an apology and wrote that he’d follow up and find out what’s going on.
3/3/2022 Called the Renewal by Andersen office at [protected] to find out what’s being done to clean the mess. Was connected to manager Yvette and explained that stucco and stucco powder mix had now bonded to our patio pavers, and that concierge Toriano was unresponsive to our communications.
3/4/2022 Finish work including the painting of interior and exterior house frame around the sliding glass door done by Renewal by Andersen’s Scott. We showed him the problem with the stucco mix and powder having bonded to patio pavers. He said his boss would contact us that same day. His boss never called.
3/7/2022 Scott used his power washer to attempt to remove the stucco and powder mix that bonded to the patio pavers. Some stucco came off, but the power washer also ablated (eroded) the pavers and blew out the polymeric sand used by paver installers as mortar. The paver patio is now discolored and stained, eroded in places, and without mortar between pavers. Photos taken.
3/8/2022 After hearing nothing back from concierge Toriano, we again emailed him for a project completion date. No response was received.
3/8/2022 Renewal by Andersen’s Scott left a voice message with transcription on my cell phone. He said “I was just giving you a call back about this picture… my boss those pictures again this morning and I think our best bet is just to replace your pavers. If you give me a call back when you can we can talk more about that and then I could have my management give you a call to see what the best route is or something like that. Just please give me a call back so we can get this resolved as possible.”
3/9/2022 Called Scott after receiving his voice message. He once again said his boss would call me. His boss never did.
3/10/2022 Text messaged Scott stating that I hadn’t heard from his boss.
3/17/2022 Renewal by Andersen charged the remaining balance of $6837.00 to my CitiBank credit card.
3/23/2022 Called Renewal by Andersen manager Yvette at [protected] and left a voice message re-stating that stucco powder had bonded and discolored our patio pavers, that Scott’s power washing eroded the pavers and blew out the mortar, that I had Scott's voice message stating that his boss felt the best thing was to replace the damaged pavers, and that nothing had been done to solve the problem. I told her that until this was resolved, the project could not be considered complete and that we would be placing Renewal by Andersen’s charge to my Citi card into dispute.
3/23/2022 Renewal by Andersen’s Scott called to say his boss just left but that his boss would call me in the next few minutes. Once again, his boss never called.
No one at Renewal by Andersen has responded to my communications or contacted me since.
Desired outcome: Refinish paver patio to same condition as before the patio door installation.
