Replacement Windows
My wife and I purchased new home in July 2017 because we loved many of the original details, including the original windows, many of which did not work. After doing some research, we eventually contacted Renewal by Andersen and had a salesperson come to our house in August 2017. Throughout the two-hour plus sales pitch, the salesperson stressed Andersen's quality, customer service, and commitment to customer satisfaction. After being told that we only could receive a certain discount if we ordered that night, we agreed to order 11 custom windows from Renewal by Andersen (and thereafter added two more) for a total cost of $30,000. We were promised installation in October 2017. Only weeks before our installation was to occur, we received a call from Renewal by Anderson explaining that there had been manufacturing errors with our windows and that our installation would have to be delayed by a month until November 2017. Realizing that the month delay would take us to Thanksgiving, the installation was delayed until December 2017. As the installation date approached, we again were contacted b Renewal by Andersen to explain that yet more manufacturing errors had occurred and were pressured to proceed with the December 2017 date as scheduled. We were told that the defective windows should be installed and then replaced at a separate service call. We reluctantly agreed, as we wanted to have the new windows installed. Renewal by Anderson proceeded to install the windows in December 2017. In addition to installing the defective windows we advised would be installed, Andersen also installed a window with cracked glass. Very unsatisfied, we contacted Renewal by Andersen. All we received was another in what would be a long line of hollow apologies and an explanation that the issue would have to be fixed at yet another service call. We also were told that there was "nothing else" Renewal by Andersen could do. In addition to the cracked glass, the installation team was not provided with the molding for two picture windows. Renewal by Andersen yet again offered a hollow apology and looked to schedule another service call. After receiving further excuses about manufacturing errors and other delays, we scheduled service to remedy all issues in January 2018. Things only continued to get worse as we were informed days before the service call that there were more manufacturing errors and delays and that all items could not be addressed at the January 2018 service call. Instead of splitting up one service call into two service calls as pressured to do by Renewal by Andersen, we to complete everything at one service call so that my wife and I did not have to take off any additional time from work. This service call was scheduled for March 12, 2018. I will note that my wife and I both are professionals with busy schedules and cannot easily take time off of work. Renewal by Andersen, however, did not seem to care and insisted that all work had to take place between 9:00 a.m. and 5:00 p.m. This was in spite of the fact that my wife and I both had taken full days off of work for the original December 2017 install and the January 2018 service call that never happened. Feeling we had no other option, my wife and I each took off March 12, 2018 for what we hoped would be the final service call. The installer showed up on March 12, 2018 with windows that looked worse than the windows they were to replace and was not provided with the correct amount of molding to complete the molding around our picture windows. The installer was able to convince us that some of the windows that were installed were the best possible result and we accepted that. What we did not accept, however, was the replacement window that was installed with chips and scratches. We again voiced our disapproval to Renewal by Anderson and again received a hollow apology and again were told, "there is nothing we can do." Yet another service call was scheduled for the following week to address the still outstanding issues. At this service call, the installer was able to fix the chipped and scratched window but proceeded to install molding that had noticeable gaps on the corners. Renewal by Andersen's solution? Yet another service call scheduled for March 24, 2018. After receiving absolutely no help from our local service office, we decided to reach out to Renewal by Andersen's Corporate Office. Not surprisingly, its "customer service" line was an answering machine. A message left on March 12, 2018 still has not been returned. We also called Andersen (the parent company of Renewal by Andersen) on March 16, 2018 in an effort to speak to an actual person. While a couple individuals from scheduling were willing to speak with us, feigned concern, and promised a response, we have not received a call back from them either. Our nightmare finally ended on March 24, 2018 when the installer finally completed the molding around our second picture window. As noted in this review, Renewal by Anderson was glad to accept our $30,000, but was not glad to address any of our issues, which really were its own issues with poor quality and poor customer service. We received only hollow apologies and consistently were told that there was "nothing" Renewal by Andersen could do. We also received no follow-up from customer service after expressing our dissatisfaction and concerns on multiple occasions. This seven-month ordeal resulted in my wife and I each taking multiple days off of work to accommodated Renewal by Andersen because they did nothing to accommodate us. We do not feel that any other homeowner should have to go through this experience and strongly would recommend any company other than Renewal by Andersen.
