Andersen, Renewal by

Your address has been added to our "Do Not Knock" list.  You will receive no further contact from our company.  We apologize for any inconvenience that we have caused you.

Complaint: [redacted]
I am rejecting this response because:  Anderson Windows (Denver) has already done major damage to my home.  The owner threatens my siding guy the morning of the hearing.  Corporate refused to talk to me about the cool air coming off my windows.  The letter came January 22 and after I made several phone calls with NOT ONE returned (01/22 -01/22 - 01/22 - 02/06 - 02/20 - 02/20) I then reached Reina at [redacted] and I was told that"the affiliates have complete disengagement" there was no misunderstanding what she said because I asked her what that meant  - "they refuse to honor my warranty."  She advised that there was a defect in glazing and it does affect the quality of the window as far as "energy efficient" windows - pull the recording of my conversation with her - NO MISUNDERSTANDING.  Now, I am suppose to first trust them with an HONEST evaluation - HOW?  I am also suppose to trust that they will do no more damage - I DO NOT!  Again, I want them to pay for an outside agency to evaluate the windows.  The window in the dinning room has distorted view at the bottom and the bathroom is several degrees colder than the rest of the rooms (up close even) the basement has cold air coming from them still.  Please, lets have a hearing to decide how my evaluation will be completed.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1) The firm's response did not indicate that they contacted Ms. [redacted], Merchant Select Escalation Agent at [redacted]. She assured me that if she receives a call/letter admitting fault, then they can remove the hard inquiry to my credit. 2) The attachments demonstrate that the firm may be misleading potential customers commonly, as I was only presented the following documents that fail to mention anything about a hard credit check or any of the loan terms/conditions.  This firm should not be a Revdex.com company, as they ahve salesmen, like Mr. [redacted], who conduct high pressure sales that is lacking transparency and honesty. I am very fortunate to have not transacted any money with this company.  [redacted]

Complaint: [redacted]
I am rejecting this response because: For all the trouble we have had since January 2016 we think the discount should be higher than 10 percent.  It should be at least a 20 percent discount. 
Sincerely,
[redacted]

Mr. [redacted],                  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 12/30/16 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.

We originally installed Ms. [redacted] back in June of 2014. When the installation was complete she said that everything went well but insisted that we missed a window. The 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 2014 Ms. [redacted] called service stating that her basement windows were drafty. She insisted that we did not properly insulate and wanted all windows checked. We sent an installation crew to her home on January 2nd 2015 to pull the aluminum coil on all of the windows to re-insulate. The installer reported that all windows were insulated and coiled properly. He 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 job. The 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-channel. At this point [redacted] and Ms. [redacted] had agreed that there were no additional issues after doing an inside and outside inspection. There was no mention of or notice of the siding damage at this point. We scheduled our service tech to replace the light cover, clean the caulk and whatever windows she had wanted and to fix the j-channel. This was completed in February. An 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 Manager. She 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 January. She 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 [redacted]s were not present during his walkthrough and that he undoub[redacted]ly believes that the installation crew did not create them. We 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 months. She 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 filled. I 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 installations. We have subcontractor agreements and insurance requirements with all of our sub-contactors. We 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 customers. We also keep them all on file and are willing to issues additional copies to our customers upon request. We are happy to issue these executed documents to Ms. [redacted].
Sincerely,
[redacted]
General Manager
Renewal by Andersen of Colorado