Andersen, Renewal by

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] Ii

Mr***, First allow us to apologize for the inconveniences associated with your project as this is certainly not indicative of the level of service we try to provide As per our conversation on 12/20/16, we plan on conducting service to complete your project on 12/30/to fit better within the parameters of your schedule As discussed, your request for compensation has been noted, however in these rare circumstances we prefer to satisfy the customer’s needs first before coming to terms as any further unforeseen delays may make any judgments insufficient We look forward to completing your project to your satisfaction and providing a final result you can be pleased with for years to come

Dr [redacted] , We sincerely apologize for the misinformation you were provided with by our sales representative at the point of sale As it is a request for a loan, it is indeed a hard credit check and should have been presented as such In an attempt to meet your request for satisfaction, we did escalate your case to a manager within the credit division of [redacted] to see if there was anything that could be done on our part to assist in the removal of this inquiry from your credit report This request was denied, and we were informed that receiving a letter on our letterhead would have no bearing on overturning this decision We have taken your feedback as an opportunity to provide refresher training to our entire sales staff in this regard Again, please accept our apologies for your inconvenience.Tell us why here

Renewal by Andersen holds the same positionBoth managers, Mr [redacted] & Mr [redacted] have confirmed on many occasions that when final walk-through's were done by them that said damage did not exist and therefore Renewal by Andersen is not responsible and will not be covering the cost for re-siding the house

We originally installed Ms [redacted] back in June of When the installation was complete she said that everything went well but insisted that we missed a windowThe window was not on the contract and had not been paid for but we gave the benefit of the doubt and replaced that window free of charge In December of Ms [redacted] called service stating that her basement windows were draftyShe insisted that we did not properly insulate and wanted all windows checkedWe sent an installation crew to her home on January 2nd to pull the aluminum coil on all of the windows to re-insulateThe installer reported that all windows were insulated and coiled properlyHe added insulation where he could and re-coiled all of the windows At the end of January she called again stating that the 2nd installation crew broke one of her cantilevered soffit light fixtures, bent some j-channel on her siding, and did a poor job caulking one of her windows while leaving some of the windows dirty [redacted] B, our Director of Production, went to her house this time to do a walk through of the jobThe light, [redacted] didn't feel had anything to do with us but decided to have it replaced to make her happy, same story with the j-channelAt this point [redacted] and Ms [redacted] had agreed that there were no additional issues after doing an inside and outside inspectionThere was no mention of or notice of the siding damage at this pointWe scheduled our service tech to replace the light cover, clean the caulk and whatever windows she had wanted and to fix the j-channelThis was completed in FebruaryAn extension ladder was not used or required on this service Ms [redacted] then called back in late March threatening our office staff and demanding to speak with [redacted] W, our Installation ManagerShe stated that there was now damage to the siding on the second story of her home caused by the install crew that went out in JanuaryShe claimed that she had the siding contractor come to her home and say that the entire side of her home had to be re-sided because there were some dents and scrapes that were believed to be caused by a ladder [redacted] B at this point explained that the ***s were not present during his walkthrough and that he undoub***ly believes that the installation crew did not create themWe sent [redacted] W out to take pictures of the new damage that she claimed was caused by us [redacted] also said that she claimed to have had multiple contractors at her home over the past several monthsShe now wants us to pay to have the entire side of her home re-sided At this point I spoke to Ms [redacted] and explained to her that we felt that the installation crew did not cause this damage and that our contractual obligation to her had been filledI explained that Renewal by Andersen would not be paying to have her home re-sided At this point we stand by our position which was not to pay for re-siding and that Renewal by Andersen of Colorado did not cause this damage and that the damage was therefore not our responsibility As for the Installation teams, Renewal by Andersen does claim to have employees doing our installationsWe have subcontractor agreements and insurance requirements with all of our sub-contactorsWe also manage all of there jobs and guarantee their workmanship As for the paperwork, Renewal by Andersen of Colorado issues a signed copy of all contracts and window specifications with our customersWe also keep them all on file and are willing to issues additional copies to our customers upon requestWe are happy to issue these executed documents to Ms [redacted] Sincerely, [redacted] General Manager Renewal by Andersen of Colorado

We have agreed to reorder all of Mr [redacted] windows with the agreed upon color combination of white interior and dark bronze exterior with black hardware We have also agreed to reorder his door being dark bronze interior and exterior with black hardware Finally we're giving Mr [redacted] yr of financing for his project as well We apologize for the mistake and inconvenience.Thank you

Revdex.com: I am not sure if I am satisfied, nothing has been settled yet Sincerely, [redacted]

Ms [redacted] , As stated before, we cannot discriminate from selling to customers of any age and dictate how they spend their money on their property In terms of our financing options, we offer various plans allowing the prospective customer to best fit their financial needsWhile we certainly are saddened to hear of your mother's recent health issues, according to all parties who have spoken with your mother there was no lack of lucidity during these interactions to lead us to believe that she was not in fact able to make her own decisions in this regard Sincerely,Jason FCustomer Relations Manager

Complaint: [redacted] I am rejecting this response because: For all the trouble we have had since January we think the discount should be higher than percent It should be at least a percent discount Sincerely, [redacted]

Complaint: I am rejecting this response because: Sincerely, One no one contacted my mother several times about her wanting the windowsThey only contact was when I called to complain and try to find out informationthe week before installation, as that is when she told me she had bought windows.If my mother was approved for a loan with only her social security as income that is grossly wrongAlso a year loan at years old ? is insaneShe neglected to even mention this to my brother or I or that she even wanted to replace the windowsWhich since my brother is a contractor he could have done them Further my mother has never stated anything about Anderson Windows, besides she called you guys off of an infomercial she saw on TVAs for wanting "Anderson windows, her entire life" what a crock to say the least.....I think you dreamt that one up on your ownSHE LIVES IN A x trailerAgain this is over selling a product to a venerable seniorI just spent the last few days with my mom in the hospital as she has had a strokeevidently she has had one before..My name is on this property and I should have been contacted prior to any finalizing of the saleAgain it is senior predatory salesYour policy needs to change on how you qualify and who all is involvedHer mind has not been off and I get infuriated knowing companies like yours are only about the saleNow she has her additional expense with this stroke to pay for.I will be investigating this further, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ We have reviewed the complaint filed by [redacted] allegedly on behalf of one of our customers, Ms [redacted] H purchased windows from us back on March 17, pursuant to a written contractWe called [redacted] H on April 16, to schedule the installation of her products [redacted] H returned our call on April 28, and scheduled her installation for May 19, At no point in our dealings with [redacted] H did she ever seem unfit to make decisions or act as if she did not want to proceed with this projectWe do not discriminate against whom we'll do business with and we regularly do business with homeowners in all age demographics On May 18, 2015, the day before installation, we received a call from " [redacted] " saying that he was [redacted] H's son" [redacted] " spoke with [redacted] " [redacted] " stated that he had not spoken to [redacted] H, who " [redacted] " asserts is his mother, in close to yearsHe stated that we could not install [redacted] H's products because we "ripped her off"" [redacted] " demanded that we cancel the contract and advised that [redacted] H would never payWe advised " [redacted] " that the time for practical cancellation had passed since we had ordered and received the custom-made products [redacted] H had orderedAt this point, " [redacted] " became belligerent, using profanity and threatening legal actionThe phone call then ended Internally, we decided to hold off proceeding with the project to see if legal action commenced or if [redacted] H or a designated representative took further actionWeeks later, " [redacted] " called again demanding a breakdown of costs for his lawyer and that if we did not refund all financing, he was going to sue us, file police reports, and even went as far as saying that he was going to rent a truck to drive around [redacted] that read "Renewal by Andersen screwed me"Internally, again, we decided to hold off proceeding with the project to see if legal action commenced or if [redacted] H or a designated representative took further actionAbout one week prior to the filing of this complaint, " [redacted] " again called with the same belligerence, profane language and threatsInternally, again, we decided to hold off proceeding with the project to see if legal action commenced or if [redacted] H or a designated representative took further action Obviously, we now are in receipt of this complaint filed with the Revdex.comAdding to the scattershot nature of those who allege they speak for [redacted] H, the complaint has been filed by [redacted] , who, per the letter, asserts she is [redacted] H's daughterWe have had no interaction with [redacted] to date Regrettably, familial disagreements are not uncommonIn this particular context, we do not know enough about the parties to determine if it is " [redacted] " and [redacted] 's true belief that [redacted] H cannot make an informed decision for herself, whether it is " [redacted] " and [redacted] 's belief that they, not [redacted] H, should decide how [redacted] H spends her money, or if there is some other motivation for their conductWhat we can say is what we have provided above, that we have her ordered products in storage, and that we are fully prepared to honor the contract that we signed with [redacted] H To address the pricing and breakdown allegations: All of our contracts are considered lump sum contractsAlthough no itemized breakdown was left behind, we do provide specification sheets of all windows and doors provided to our customersWe are happy to discuss the costs of the project in a respectful, non threatening manner with someone who can prove representation of [redacted] H Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please see attachment for full responseWe do not accept the response because once again the pricing, itemized cost breakout and specification sheets per window, labor costs, financing charges, total cost of project have not been providedRenewal's response has greatly misrepresented their interactions with our family in trying to resolve the situation in a professional mannerRenewal's failure demonstrates that they are unwilling to behave in a proper business manner and are trying to ensure that the customer will not have all the facts to make a legitimate decision as to their course of action At the core of the problem is that the contract with Renewal by Anderson is for the windows to be fully financed but the costs are completely unclearThere is no information as to the actual price of each window (purchased out-right versus financed)There is paperwork showing that MsHshould have gotten $off every windows and $off every patio door, so a decrease in cost by $for the contracted windows and sliding doorBut this savings is not shown in any of the paperwork, causing it to be suspect as to whether she ever got the savingsWith the price being $23,for the items, it does not seem so and without a cost break out it cannot be determinedThis lack of providing all the details of the contract signed leads it unclear as to the actual purchase price of the products Couple the above monetary discrepancy with the [redacted] paperwork that lists purchases for $11,and lack of information about other finance charges as stated by Renewal's employee in a third conversation between Renewal and [redacted] (this conversation is stated further below in this response) and the entire situation questions whether a meeting of the minds had occurred and the validity of the contract This is why [redacted] and I continually ask for additional information, which is continually been agreed to then deniedRenewal knew all of this information at the time of contractMsH is and was highly susceptible to suggestion and her capacity to enter into a contract is at issueShe stated to us that she originally only asked about windows total but somehow was talked in to and her sliding doorShe also stated she was told by Renewal that they were the only company that does come-to-your-home window workThe situation makes a reasonable person view the contract as highly suspect As stated in the initial complaint towards Renewal, both my brother, [redacted] , and I have power of attorney and are thus designated representatives for MsHWe filed the Revdex.com complaint as the next proper step because the company had agreed to provide the cost breakout several times only to turn around and waste time on getting the matter resolved The day before the installation, [redacted] , called Renewal because MsHwas in the hospital and no one was going to be at home for the windows to be installedWhen [redacted] spoke with Renewal, he stated that he was calling for MsHand he was her sonRenewal went on to discuss MsH.'s contract and situation with [redacted] In that discussion, Renewal's representative, [redacted] told [redacted] that MsHhad already missed one appointment, so they knew there were some issues with MsH.'s abilities to logically and timely respond to their business [redacted] stated that based on the final number of windows, the costs and the way they got MsH.'s financing for years, it seemed pretty clear that someone within Renewal's company had taken advantage of MsH [redacted] responded by callously stating that none-the-less, he had a contract signed by MsHso too badHe went on to state that the timeframe for canceling had past and since they were "custom" windows, MsHwould have to payThe windows in MsH.'s home are standard size and dimension, which do not require customization [redacted] questioned the validity of the contract and the cost of each window (because $per window is highly irregular) [redacted] ended the call by telling [redacted] the window installation could not occur because no one would be at home Following the proper procedures of reporting a business that is taking advantage of the elderly, my family contacted the business to halt any work, consulted an attorney, filed a police report, and contacted Adult Protective Services (APS) When APS called the business, while [redacted] was in their office, Renewal's secretary stated that taking advantage of the elderly was not their intent and Renewal would work with the family to get it all resolvedSo our family stopped all legal proceedings because Renewal agreed to help resolve the situation Following the statement to APS, [redacted] called Renewal a second time [redacted] spoke with [redacted] and again questioned the validity of the contract and stated that he would need a cost break out per window, measurements, and total costs to resolve the contract both if financed or if purchased out-right In this second phone call, [redacted] had agreed to get the information to [redacted] via email [redacted] also stated that some of the information he could simply pull it up off the computer at any time and that it wasn't going to take longThe other part of the information would take a little longerAgain, we were misled by Renewal on waiting for them to provide the information instead of taking any other action A few weeks later, [redacted] , my husband, and I all received calls from Renewal's financing company, [redacted] They were trying to reach MsHbecause the first financing payment had not been madeI had notified [redacted] that the payments should not have been started because no goods were provided yet by Renewal and therefore, no money loaned by [redacted] The windows had not been installedAlso I stated to them that our family had contacted Renewal and APS in order to get cost information to resolve the situationRenewal still had not provided anything yet so we would be following through the process of filing a complaint with the Revdex.com and other entities to get the situation resolved because Renewal clearly had taken advantage of the elderly and were now stalling to make the situation worse A short time later, [redacted] got a call from Renewal's employee [redacted] called [redacted] because [redacted] had called him about MsH [redacted] stated that he had been waiting for over a month for the information that [redacted] had agreed to sendNothing had been paid because the information had not been provided to verify the true cost of the contractFrom this, [redacted] stated that the sum on MsH.'s paperwork of $23,still didn't include additional financing charges through the finance company [redacted] was surprised by this and questioned how the additional financing charges are not listed in any other paperwork [redacted] stated that [redacted] was a separate entity than Renewal so [redacted] would have to get information from them [redacted] asked if they were separate entities, then why were they calling each other about MsHHe also stated that it was Renewal that secured the financing for MsHMs Hdidn't go out and get financing through a separate entity, she used "your company" so the two companies had to be relatedThus [redacted] would need this additional information to resolve the cost differences and maybe we would just pay off the contract instead of financing to get the matter resolved [redacted] responded to this questioning by getting upset [redacted] went as far as to state to [redacted] that he would have never allowed this sort of situation to occur with his own mother because she lives with himShe could not be taken advantage of because he made sure that she wasn't on her own daily like MsHQuestioning not only MsH.'s living situation, but our family relationships, and insinuating that they were taking advantage of the elderly, they knew it was wrong but too badThen [redacted] said he wasn't going to provide the cost breakdown and ended the call Renewal is not conducting business in a professional mannerThey have not responded to this complaint by providing the information in questionInstead they are trying to use whatever stall tactic they can in order to increase late fees, compounding costs, and make the situation far worseFrom our family's initial contact with the company back in May until now their way has been a back and forth of, we will work with you; oh, no we won't As stated several times, we will provide whatever documentation is needed to get the cost information that should have been given to MsHinitially before the contract was signedDuring all of the conversations, documentation of representation for Ms Hwas NEVER questioned by Renewal until it came down to them needing to actually provide the information because we got the Revdex.com involved At this point, we want the entire contract rescinded and both parties returned to their original pre-contract positions Final Business Response / [redacted] (4000, 9, 2015/09/28) */ Renewal By Andersen shall endeavor to respond to Ms [redacted] 's September 20, response, but the litany of complaints, made scattershot, makes a comprehensive reply difficultFor ease of reference only, Renewal By Andersen will refer to MsH's daughter as '***" and MsH.'s son as " [redacted] " First, as Renewal By Andersen previously noted, its contract with MsH is a lump sum contract, which is a valid contract used in Colorado and every other U.Sstate thousands of times each and every dayFrom a customer's perspective, a lump sum contract has the advantage of limiting exposure and liability for the costs of constructionBarring unforeseen conditions, changes to the scope of the work, or other circumstances that may be set forth in the agreement, the contractor is obligated to complete the work for the agreed upon contract sum and, conversely, the customer is not required to pay for any of the contractor's cost overrunsAs a result, the customer may be able to predict the total cost with reasonable certaintyThis is often important for securing a loan, which occurred in this sale As Renewal By Andersen previously alluded to, it is quite obvious that [redacted] and [redacted] seek a price by window breakdown so that they can then claim they comparison shopped and found that the work could be done for less moneyAs has always been the case, Renewal By Andersen will cooperate to address any legitimate concerns; including pricing, but Renewal By Andersen will not be bullied into converting its lump sum contract into an itemized contract; especially when doing so would only cause [redacted] and [redacted] to further make unfair and inaccurate claims against Renewal By Andersen Second, contrary to what [redacted] and [redacted] may believe, [redacted] is a third party that is not affiliated in any manner with Renewal By Andersen [redacted] provides financing for home improvement projects, so predictably, Renewal By Andersen has reason to work with [redacted] from time-to-timeHowever, as noted previously, Renewal By Andersen's financial burdens and benefits of a contract are not affected by whether a customer seeks to finance their purchase with [redacted] another lender, or pay cash Third, the windows ordered by MsHand currently being held in Renewal By Andersen's facility are not "standard size" Renewal By Andersen does not manufacture a "standard size" window [redacted] is not the first person in a dispute to want to pretend that all openings are the same dimensions, that 1/16th of inches do not matter, and that Renewal By Andersen can find some use for the product at some point in the future, but that does not make it trueRenewal By Andersen does not engage in retail store sales; it does not maintain an inventory of productInstead, Renewal By Andersen orders product when purchased by a customerRenewal By Andersen did so for MsHand Renewal By Andersen should not be forced to absorb that cost Fourth, while Renewal By Andersen continues to maintain that it prefers to avoid intra-family matters, Renewal By Andersen would be remiss if it did not note that it continues to find it convenient that despite [redacted] living in Washington and [redacted] stating that he has not spoken with MsHfor years, each contends they unequivocally know MsHmental and physical health statusApparently, MsHmental and physical health status is not so dire as to warrant the relocation of [redacted] or [redacted] , but is dire enough to cancel a contract with Renewal By AndersenRenewal By Andersen also notes that despite ***'s address being [redacted] Spokane Valley, Washington XXXXX-XXXX, she conveniently lists it with Revdex.com as an address in ColoradoRenewal By Andersen raises this reluctantly as it could be an inadvertent mistake, but given the actions of [redacted] to date, Renewal By Andersen would be excused if it did not assume same Fifth, ***'s demand that the parties be placed in their pre-contract position is not surprising given that Renewal By Andersen is the only party that stands to suffer a financial consequence from same Renewal By Andersen has the utmost respect for the resolution services offered by the Revdex.comThat is why Renewal By Andersen continues to respond to the litany of unfair and inaccurate claims against Renewal By AndersenHowever, Renewal By Andersen would be remiss if did not express its belief that [redacted] and [redacted] are acting disingenuously and abusing the Revdex.com's servicesFor whatever reason, they do not want MsHto move forward with their contractThat is their and MsH.'s prerogativeHowever, if they claim that the contract was secured by fraud or that MsHlacks the capacity to contract, the proper venue to resolve those questions is a court of law; not the Revdex.comThe fact that [redacted] and [redacted] have failed to act in this manner likely indicates that they too realize their best solution is to defame Renewal By Andersen to the Revdex.com until Renewal By Andersen gives up on its own accord With all that said, Renewal By Andersen prefers to concern itself with customers who are happy to work with itAccordingly, subject to this matter be closed as "resolved" by the Revdex.com, and subject to MsH, ***, and [redacted] (all 3) signing a settlement agreement, which Renewal By Andersen will provide, Renewal By Andersen is agreeable to releasing MsH from her contract

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Although I believe both the sales pitch and the letter from Reliance stating the amount of tax credit to be misleading, the IRS does limit the credit to $200. So I accept the offer and resolution. However, I don't understand why this couldn't have been handled much more expediently through your customer service department
Sincerely,
*** ***

We apologize for any miscommunication that we had throughout your service experience. We hope that you were satisfied with service that we performed on February 12th, 2016. If you ever have any further issues or concerns, please don't hesitate to contact our service department directly
at *** so that we can fix your issues in a timely manner. Thank you

Ms***, Your project has been cancelled per your request, and the amount of $you refer to is the 25% cancellation fee, which is charged if the project is not cancelled within the three-day
right of rescission, which was due in writing by either midnight on 1/31/or the third business day after the transaction by end of business, which in your case was 2/1/17. In terms of your financing plans, one (***) is billed in two halves, the second of which is billed at the completion of the project. The other (***) is billed at the end of the project as well. Therefore, only the first half of your *** plan was charged, and the amount has been reduced to reflect the 25% fee amount as listed above, not the overall cost of the project as you indicated. Your *** plan has already been refunded in total. Your experience is very unusual in that it is an integral part of our process to provide the customer with a copy of their contract. Your project was cancelled as soon as we received your original message, however it was after the product custom-made for your home was ordered. However, in the interest of securing goodwill, we are willing to cut that amount due by 50% to $on your *** financing plan. Please contact me directly with any further questions. Best regards,*** ***
*** *** ***
*** ** ***
*** ere

Ms***, We certainly understand your concern. However, on multiple occasions members of both our sales and customer experience teams spoke with your mother with the intent of cancelling the project if that was her decisionEach time she stated that she had been wanting Andersen
windows her entire life and was adamant we proceed with the project and installation as scheduled. Not only do we follow Colorado state law by providing a three-day right of rescission, on multiple occasions we have allowed cancellations further along in the process without incurring any cancellation penalties as our intent is to have a happy customer base. Any individual that enrolls in one of our financing plans is subject to a credit check in order to qualify. In terms of our customer base, any attempt to refuse our products to anyone for any reason, including age, could be construed as discriminatory. If you have any further concerns, please reach out to me directly at ***. Sincerely,Jason FCustomer Relations Manager

Dr***, Upon receiving your response, we reached out to *** again, specifically to *** ***, the Merchant Select Escalation Agent She informed us that as you had signed the loan documents, the request to have the credit check removed was denied for a second timeWe were advised that providing information, be it on company letterhead or otherwise, taking blame for the lack of clarification given on the type of credit check will not change this decision In addition, all loan agreements are accessible through the link provided to customers on their *** financing form. Again, we apologize for the misinformation you were provided, as any request for a loan would absolutely be a "hard" credit check We have taken the proper precautions internally with our sales team so this poor information will not be provided in the future. Best regards,Jason RForstCustomer Relations Manager

Mr***,We apologize for the miscommunication involving your project. We should have communicated that we do not conduct any painting or staining an that there may be interior and/or exterior touch up work that may be necessary. Since we failed to clearly notify you of such events we'd
like to offer to pay for any expense that you've incurred for the masonry touch up along with the cost of the painting or staining. Please forward your invoices to ***@renewalcolorado.com or mail them to *** * *** *** *** ** ***.Thank you

Ms***, Please allow us to clarify. The letter you are referring to was sent from our corporate office and does not refer to defects in the glazing beads or any possible air leakage, but a potential issue with a slight visual distortion that may be noticed looking
through the glass from the exterior of your home. The purpose of the letter was to schedule a simple measurement of your windows to determine if this issue is present, which we are certainly willing to do if you would like. If the inspection shows that your windows are affected, we will replace the affected sashes at no cost to you if you choose to do so. While your warranty with RbA is still in place and valid, the confusion on our side came from the literal interpretation of the verbiage in the Agreement to Arbitrate (attached) from March in which you stated that "I do not want Anderson [sic] windows to ever touch any of my properties ever again." If you would like to have this inspection scheduled, please reach out to me directly so we can coordinate that with you. Best regards,Jason RF*303-217-4090jF*renewalcolorado.com

Mr *** decided to have the original mason come out to the home to review the damage and repair. We reimbursed Mr*** for the cost

Ms***, We will honor the terms of the letter sent to you and perform the inspection contained in the letter, including, if necessary, any sash replacements that are required. However, this inspection will need to be completed by Renewal by Andersen personnel. If you would like to have this conducted, please contact me directly to schedule. Best regards,Jason RFCustomer Relations Manager303-217-4090jFCrenewalcolorado.com