Renewal by Andersen of Central North Carolina
reviews and complaints

Workmanship was not properly done. One window sill was cut through. The handle of this window is not in the right spot. Another window sill was damaged. The finishing around the sliding door is not done correctly and now the door is difficult to open. Initially they sent out an inspector who confirmed the repairs needing fixing and he said he would return to fix the damages. This was in Feb. 2021. He never returned nor have we heard from him. I called Sierra (a sales representative), who said she would talk to her manager "Sallen". Sallen said she would investigate the issues and she call me in a little while. She never did call back. I called her again 3 days later but Sierra told me that Sallen was not in her office. I waited another week but no one took my call. Then I asked my husband to call in the event they would respond to him. When he called he left a message but no one has returned his call either. And it's been now about 3 weeks without having heard back from them.

This was a very simple project only involving 2 double hung windows and a arched window above the two. The second time they came out they made a carboard template of the "specialty" window and I thought I was good at that point. They came 04/19 to do the install and at the end they informed me the "specialty" window was not correct and it was going to have a gap and was not to spec. I guess this started a finger pointing game between Andersen and the manufacturer. They had to take one of the original glass panels that they cracked in multiple places when tearing out and put insulation and spray foam around the outer edges to try to prevent leaking. The contractor said they expedite situations like this and should be back in a couple of weeks. I have contacted customer service and really been on the sales guy through text for documentation and nothing! They have been silent for nearly 5 mths and we are still paying monthly for an incomplete project! NO one has updated us!

Back in Oct 2021 I contracted with Renewal by Anderson for installation of a patio door and placed half the quoted price since it was supposed to be completed by Jan 2022. Since then I have been strung along by the company telling me everything is held up due to "supply chain issues" to manufacture my patio door which is American manufactured. It has been 6 months now, I could buy the patio door at home depot yet they still string me along. When I told them that I wanted to cancel my order they told me that I would forfeit my deposit since more than 3 days have passed which seems like this is what they planned all along and have a scam taking customers deposits and then frustrating them for months without providing any services. They should be able to keep 10% of my original deposit since that would be the minimum required and refund the rest back to me. Is a business allowed to scam a customer with promises they may or may not have had any intention to deliver on in order to frustrate them and get them to lose their deposit of good faith money ?

The initial contract, approx. $40,000 was for replacement of 10 windows and 1 door in a sunroom begun in Aug 2020. There was a callout on the project checklist for a return visit to correct a materials substitution made on the exterior. Interior material was used to complete the exterior compromising the integrity and aesthetic conformity. Before this was addressed I called the project consultant, Brad to return and quote an out swinging door replacement for an additional $4,000. This was approved, work progressed 6 months later with the stipulation that the pending exterior work would also be completed by the same crew. Several months later the door was replaced but no mention of the pending exterior work was made. Since then I have had several 'warranty' teams out to evaluate the work with admission to the defective installation, with promises that they would return shortly to address the deficiencies. And here I am almost two years later with an unfinished job after a substantial investment and a company that basically works a 'bait and switch' with resolution.

Andersen installed a front door on 2-11-22. The outside door frame had to be removed which contained the doorbell camera. After the contractors were complete, my husband gathered the old framing and the doorbell camera had been set on some pavers. He noticed that he could not get the doorbell camera to snap in place together. I was able to see where the prongs on the camera that holds it together had been broken off. For a temporary fix, he superglued the camera together until we could get it replaced. I contacted Renewal the following week due to the office being closed and the phone number we had listed contained a voicemail that was full, and we could not leave a message. After several weeks of not being able to leave a message and no one calling me back. I tried again on 3-3 and spoke with a young lady. I spoke with her in detail regarding damage to the doorbell camera and she took my information and my complaint regarding the doorbell camera and said she would forward it to the supervisor. She said it would be a few weeks before I would hear from anyone. Still no response for months. I reached out to Andersen again on 5-13 and left another voicemail demanding a phone call back by Monday. I have yet to hear from anyone to get this resolved. It may be difficult to see the doorbell camera in the picture attached.

On 9/22, ***, a sales rep for this company, came to our home to quote replacement windows. We initially signed a purchase agreement with an option to pay interest free over 2 years. *** never disclosed that this payment was through a 3rd party company, nor did he disclose that he was checking our credit. 4 days later, we called *** and said we wanted to cancel the purchase. Because these were custom replacement windows, the company had to send a service person out to measure our windows in order to custom manufacture them. No one ever came out as we canceled the purchase. No supplies could have ever been ordered and no services or products have ever been delivered. We kept getting calls from the office to have someone come out to measure the windows to which we responded that we had canceled the purchase and at which time we also emailed *** to again say we were canceling the purchase. On 10/21, I received an email from *** Financial saying we had a balance due of over $11,000 from a transaction with Renewal by Andersen. We never authorized this transaction and again, no services or products have been delivered. We have called the office, and their sales manager, ***, to say this was not authorized and they need to return the funds to ***. He will not return our call. We have filed a fraud complaint with *** Financial.

Renewal By Anderson Windows of the Triad Not As Ordered Over the past four years we have purchased 31 windows from Renewal By Anderson Windows of the Triad. 28 of the windows were installed exactly as planned and as ordered. On March 15, 2022 we had a problem with three windows. One window had a lock broken upon installation and does not seal properly and the window is not seated properly. The installer immediately reported this to customer service and we contacted our sales representative Ms. Kelly Scuotto to let her know about the problem. In addition three of the windows were delivered and installed with the wrong hand lifts. We had ordered recess lifts and they installed windows with handles. This was also reported to customer service and to Kelly. We asked Kelly for help multiple times via text, email and voicemail and received no response until mid May (yes you read that right it took two months) at which time she told us it was not her job. Customer service has not followed up and there has been no contact other than initiated by us from Renewal By Anderson Windows. In early May I called and asked when we could expect to have these problems fixed especially the window that is not locked or sealed properly. I was told the end of May. It is now June 18 and we have not heard a word. I have also left messages for company executives and received no response. So, if everything goes well they are good to deal with, but if you have a problem it seems they have no interest in helping you.

I signed a contract to have a new window installed in my second floor bedroom. The window was ordered on January 28th. The window was delivered and installed on May 14th. The new window when installed was ~ 3/4 inch deeper than the existing window that was removed. The contractor gave me choice install the new window or leave a hole in the house (the existing window had already been removed). Obviously, I had the new window installed. When installed, the existing interior plantation shutters no longer would close. In addition, the new window although white did not match the exterior trim of the house. I immdediately called the sales rep who immeditely came to the house and was surprised that the window did not fit properly and that the color did not match. Further, the contractor did not paint the brick molding as the representative from Renewal indicated that the window would obviously be replaced. We were visited by the sales manager and the local installation supervisor and were given two choices, either the two side windows and the new widow could be replace at an addiional cpost of $3,000+ or the interior frame of the the three windows could be modified to allow the shutters to close and the entire interior of the window frame would be caulked and painted as well as the exterior piece originally not painted.. We chose the latter solution and although Renewal technicians have be at our house six times the work has still not been completed. Further when I questioned the last representative I called on Friday November 12, I was told that Anderson does not p[aint and would not repair the shutters. When I asked to speak to her supervisor, after explaining all the details to her, I was told that she would get back to me later in the day. I have not heard from Andrson since.

10/18 had anderson out to give us an estimate for replacing windows. they came up with 31k needing 1/2 of the amount as a deposit. wanted another estimate but rep (tom g***) indicated this price was only good for this call... shame on us but we went with the price and paid the deposit of 15,663.38. 10/19 got another estimate and found that anderson prices was extremely high. read the anderson contract and it indicated we could opt out within 3 business days, by midnight of 10/21. on 10/20 we cancelled the contract by emailingse to the email contract on the contract and by faxing a copy of the cancelation to the fax number on the contract. contract indicated that refund would be made within 10 days. requested a response on our letter on 10/20 and received no response 11/08--sent another email asking for a response on our refund of 15,668.53--again no response. 11/09--sent another email then called anderson 866-*** talked to a siarra.. yes contract was cancelled and that talking to the finance dept, check for 15,668.53 would be cut end of business 11/10 and out that evening. 11/16 --still no check--called anderson 866-***, talked to stacy...11am. inquired about the check and she indicated there was a hold on it? i asked why, she said she had to contact manager to find out why and they'd contact me tomorrow? told her that was not acceptable so she put me on hold to check with a manager. 20 minutes later, still no answer, so i hung up and recalled. 11/16 1125am, i got a hold of mary kay, told her my situation and about being on hold for 20 minutes. she indicated she needed to contact manager and would call me back today.. tired of getting the run around. i'm out $15,668.53 right now that should have been reimbursed within 10 days but not pushing over 20. i followed their procedures, but to no avail.

For the last 5 months, we have been trying to get Andersen to 1) replace a screen on a window unit that was damaged at installation, 2) have a leak in one of the windows they installed repaired and 3) put a keyed lock on the exterior door. We ordered the windows, which was to enclose an exterior porch into a sun room on March 31, and paid over $26,000 for the work. They did the install in June and since then, it's been delay, delay and no action.I have called Andersen about the problems since installation in June . Someone did come out and applied caulking to the window to try to fix the leak. That didn't work. On 10/11 we made an appointment for the screen to be installed on Nov 1. They didn't show up with the screen and claimed they were having supply chain issues. On 10-18, after another call about the leak, a tech came out and took photos of the window with the leak streak. We had been expecting them to fix it then. The tech came late, I had to call to find out where he was. 10/29 Followed up with another sall and the service department didn't see a resolution in their computer system. Was told the lock had been ordered on the 21 of OCTOBER! I was to call them about the order and was told that the Service tech's manager would come on Nov 1 to install the replacement screen and do another assessment of the leak. On November 1, Anderson was to have installed the screen, but when the "manager" arrived, no screen, no lock only assessment of window, again. The manager said that the replacement lock was in and during the assessment, thought the window had been constructed without the necessary drip edge. Was told that within 2 weeks, someone would be getting back with us. We expected a call back prior to Thanksgiving. No return call, no window repair, no screen, no lock. I am concerned that they will drag this out until the purchase date anniversary in March.

Back on July 29th, I had 11 exterior patio doors installed by Andersen. During the installation, I notified the Andersen Production Coordinator of deficiencies with the doors. She sent someone out the same day to inspect the product deficiencies. It was clear no one performed a Quality Control/Quality Assurance inspection prior to products leaving the manufacturer and later the warehouse prior to products being delivered to my home to be installed. The gentlemen who Andersen sent out clearly did not have construction background or experience, which both my husband and I have, tried to inform me that the deficiencies were normal. I refuge to accept his position. Therefore, he ended up taking pictures and documented my concern related to the quality of the doors. I have made serval follow-up calls with the Production Coordinator, who assured me that Andersen believe in providing quality products and will resolve my issues. Every time I contact her, she informs me she still waiting to hear back from the manufacturer. Back in May, I made my first initial payment of $20,088.50. Due to the deficiencies of the window and doors, I wouldn't release the remaining final payment until the windows and doors were fixed. The Production Coordinator contacted me and stated my resolution would be quicker if I shown good faith and paid another $19, 911.40, which I authorized the release of payment. This leaves a remaining balance of $10,000 to be paid. Unfortunately, all the doors installed had deficiencies and not up to the standard or quality one would expect from Andersen. I understand we are in a pandemic, but the products shouldn't have been shipped with these type of deficiencies. The doors weren't due to arrive until late August so there was plenty of time to get it right. Andersen haven't tried to reach out to me in over two months. I only want what I thought I was paying for - quality doors. Thanks

Renewal By Anderson (RNBA) installed 2 windows, one front entrance door, one storm door and one patio french door on September 10. Two days later the front storm door failed to latch or lock. The rear patio door was hard to lock and latch. The front door has trim that doesnt fit correctly. I have kept a log of how many calls I have made to RNBA since September 12. On October 4 the RNBA technician Phillip arrived and evaluated the doors. He said the front storm door needed to be removed and replaced with another door, due to the fact that the RNBA installation crew did not install the door correctly and left off part of the trim. He evaluated the entrance door and said the door may have to be removed and repositioned because the RNBA installation crew did not install correctly. He evaluated the rear patio door and said the lockset and the right panel needed to be replaced because it was not installed correctly by the RNBA installation crew. The parts were ordered and he said they would come out to replace/repair what needed to be done. I called Cameron at RNBA several weeks later and he told the parts were on order and would be installed on December 28,2021. RNBA service Manager called at about 0830 on 12/28 to tell us we were rescheduled for January 3, 2022. On January 3, 2022 RNBA called and said the weather was preventing the crew from coming out that day. I asked her what weather ? The sun was shining and it was windy but nothing to keep you from working outside. In every instance I called her back 3 times to find out what was going on and she finally told me the parts had not come in. The door panel was in but not the storm door or lock set. This was after were told the parts were in on December 29 and again on 1/3/2022. Currently trying to get Michelle H, Director at RNBA . Ms. H evidently referred me back to Adrian, another RNBA person, who I talked to last week.

WE ORDERED WINDOWS LAST SPRING WITH THE UNDERSTANDING THAT PRODUCTION WAS DELAYED AND IT WOULD BE 12 WEEKS OR MORE BEFORE THE WINDOWS WOULD BE HERE. IT TOOK LONGER THAN ANTICIPATED FOR THE WINDOWS TO ARRIVE - THAT WAS OKAY BECAUSE DURING THE TIME WE WERE WAITING, MY HUSBAND BECAME VERY ILL. WHILE HE WAS IN THE HOSPITAL, ANDERSEN WINDOWS CALLED AND TOLD US OUR ORDER WAS HERE AND WANTED TO SCHEDULE A DATE FOR INSTALL. I EXPLAINED OUR SITUATION TO THE SCHEDULER AND THEY TOLD ME TO TAKE OUR TIME, THAT THEY WOULD HOLD OUR WINDOWS. NOT LONG AFTER, MY HUSBAND'S CONDITION WORSENED AND HE WAS SENT HOME UNDER HOSPICE CARE. WE WERE CONTACTED AGAIN RE: DELIVERY AND INSTALL & I TOLD THEM THERE WAS NO WAY I COULD PLAN A DATE AND TIME FOR INSTALLATION - PLUS WINTER WAS COMING AND I DIDN'T WANT TO HAVE MY WINDOWS EXCHANGED DURING COLD WEATHER. AGAIN I WAS ASSURED THAT THE COMPANY WOULD STORE MY WINDOWS AND HOLD THEM UNTIL I COULD PLAN A CONVENIENT INSTALLATION TIME. THEN MY HUSBAND PASSED AWAY - WHICH DELAYED MY WHOLE LIFE. SPRING OF THIS YEAR, IT TOOK SEVERAL CALLS TO SEVERAL DIFFERENT PEOPLE TO EVEN FIND OUT WHERE OUR WINDOWS WERE MUCH LESS WHEN WE COULD ARRANGE FOR DELIVERY AND INSTALLATION. THEY FINALLY FOUND OUR ORDER AND SCHEDULED A DATE AND TIME FOR INSTALLATION. THE CREW SHOWED UP ON TIME BUT THE FIRST THING THEY TOLD ME WAS THAT MY PICTURE WINDOW AND 2 SIDE SLIDERS WERE NOT THERE. WHY? NO EXPLANATION. THE CREW DID A GOOD JOB INSTALLING THE OTHER WINDOWS AND I CALLED MY CONTACT ASKING WHY (AFTER A YEAR) MY ORDER WASN'T COMPLETE. I GOT NO RESPONSE. I HAVE CALLED ABOUT 10 TIMES TALKING TO DIFFERENT PEOPLE INCLUDING THE REGIONAL MANAGER, ELLEN M. I HAVE LEFT MS M MULTIPLE MESSAGES ASKING FOR AN EXPLANATION. NONE HAVE BEEN GIVEN. A REPLACEMENT WINDOW WAS ORDERED BUT IT CAME IN THE WRONG SIZE DESPITE BEING MEASURED TWICE. M NO LONGER RESPONDS TO MY CALLS. I DISLIKE BEING IGNORED + I'M BEING CHARGED INTEREST ON A LOAN FOR WORK / PRODUCT THAT IS INCOMPLETE