Revdex.com of Indianapolis, Thank you for contacting Renewal by Andersen on behalf of our customer. We take customer concerns very seriously and have worked with customer *** on several occasions to provide the finished product as per their contract This customer
purchased windows and patio doors on August 4, 2016. On October 28, we installed windows and patio doors. Two of the patio doors were incorrectly hinged and needed to be reordered. We addressed some minor service issues as requested by the customer when they came up On December 22, the last two doors were installed. Following this installation some minor service issues were addressed as requested by the customer Attached please find a copy of the contract and the Authorization Form signed by all parties; both legally binding. Please note that the customers affixed their signature to the document that authorizes Renewal by Andersen to use 100% of the approved funds and thus agreed to the terms and conditions as set forth. 50% upon approval and 50% upon substantial completion of the project as stated on the form and pursuant to the contract In good faith and to compensate the customer for the delay, we offered a generous credit. The offer was declinedPlease let us know if you have any additional questionsThank you, Renewal by Andersen of Indianapolis
Hello,We have ordered the two windows for customer *** and will contact her within the next week to discuss an installation date. Customer *** is welcome to follwith us directly - 800-471-ext: 2. We have been actively communicating with them on this project. Thank you,Renewal by Andersen of Indiana
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We are just back to town from Thanksgiving vacation.We just received the message from Revdex.com, which is saying that Revdex.com closed our complaints because the complaints are resolved and we did not response. However, it sounds like that the complaints are resolved from Renewal by Andersen's perspective but we do not think our complaints are resolved. Revdex.com sent me the massage in 11/24/2015, which was days before Thanksgiving and Renewal by Andersen also left the voice message in 11/24/2015. It was just last weekWe do not think it is enough time for us to response relate to Thanksgiving holidays. Voice message from Ashley at Renewal by Andersen in 11/24/said "I just wanted to give you an update the screens we had ordered for you those are scheduled to arrive at our office on the 10th of December so once we do receive those we will go ahead and give you a return call that way we can set up a day and time to have one of our technicians bring those out and get those replaced for youIf you have any questions in the meantime feel free to give us a call back at ***Thank you." Per her voice message, the screens are scheduled to arrive at their office in 12/10/not our house.Also, when the assessor from Renewal by Andersen came to our house in September, he told us and our nanny that some of windows especially our baby's room were not installed properly and he would order some of new window tooHe said our signature was needed for his visiting for assessingHe did not show the contentsHowever, he said he took pictures of improper windows and screens to show his boss for the orders.Again, our complaints are that;Until costumer called this company, no follow up call from this company for monthsWhen we complained, their solution was 'just wait until new order is completed and manufactured'. The incomplete order was their mistake not the customer's. Also, the orders were different from what we understood from the assessor. We told the supervisor Barb that we also felt cold air draft from some of new windows even though we should not feel cold air draftWe invested $14569. We do not think just explanation of their mistake and the simple apology do resolve complaintsWe request Revdex.com re-consider these complaints and these complaints should not be closed because it is against the information on 'Revdex.com complaints process'.Thanks for your time and consideration -*** *** and *** ***
Regards,
Eunjin Choi
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Dear Revdex.com of Indianapolis,Thank you for contacting Renewal by Andersen of Indiana regarding concerns from a recent customer of ours We have spoken with this customer directly and worked out a solution that is acceptable to them We are in the process of handling this
request and are happy to have resolved this situation We take customer concerns very seriously and sincerely apologize for thier experience Please let us know if any additional concerns come up from this customer that we can help out with Thank you,Renewal by Andersen of Indiana
Revdex.com of Indianapolis, Thank you for contacting Renewal by Andersen on behalf of our customer. Although we do have documentation from the customer that includes their signature on the white color pattern, we have agreed to replace this window for them. We spoke with the
customer on March 9th and informed them that we would order a new window After receiving communication from the Revdex.com, we attempted to contact the customer on multiple numbers without a response. As soon as we hear back from the customer to confirm the desired color, we will place the order for the new window. Please let us know if you have any additional questionsThank you, Renewal by Andersen of Indianapolis
Revdex.com of Indianapolis,Thank you for contacting us on behalf of our customer [redacted]. We pride ourselves on providing homeowners with the best experience and I’m sorry that was not the case for this customer. We sincerely apologize for the delays they...
experienced. Customer [redacted] signed a contract to purchase windows on 8/1/17. A 2nd measure took place on 9/13/17 with the purpose of verifying that all order details were accurate. Our sales contract documents do state that it is possible that the customer could experience possible glass loss. The windows were installed on November 14, 2017.As noted in the complaint received, customer [redacted] has expressed concern regarding glass loss and frustrations regarding installation. We offered the customer $1,500 to compensate for their situation, which they accepted. Additionally, we are aware that the customer does need new handles to match their windows. These are on order and we will contact the customer as soon as we receive them to schedule installation. Please let us know if any outstanding questions exist. Thank you,Renewal by Andersen of Indiana
Revdex.com of Indianapolis, Thank you for contacting us on behalf of our customer [redacted]. Customer [redacted] signed a contract to purchase 3 windows and a patio door on 6/20/17. We scheduled a 2nd measure with the homeowner to verify the details of their order. ...
The 2nd measure took place on 7/24/17, with customer [redacted] signing documents verifying that all order details were accurate. At this point, Renewal by Andersen ordered the products for the customer. On July 31st we received a call that the customer wished to cancel their order. Our sales manager responded the same day and cancelled the order. Later in the day on July 31st we received another call stating that they would like to move forward with the order. This voicemail is attached. We spoke to the customer once again to discuss the order. We agreed to reinstate the order, however we did let the customer know that we cannot continue to order and cancel for them. Renewal by Andersen was notified during the first week of August that the customer wished to once again cancel their order. The order has been cancelled. Please let us know if any outstanding questions exist. Thank you,Renewal by Andersen of Indiana
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As noted in my complaint, the $1500 was offered to us as a result of all of ge inconvenience we experienced PRIOR to getting the incorrect product, and finding out how dissatisfied we would be in the significant glass loss, which regardless of the document that was signed, we WERE NOT made aware of.at no point during the measure or sales pitch were we told of a loss of glass. As noted, Ryan had my husband, [redacted], sign off on the document WITHOUT going over what it was he was signing. I was not present during that time, despite what the company response states. Their response was inaccurate and does not resolve the issue. We did not ever say we acccepted the $1500 and said we should be granted more. Jason E[redacted] said he’d discuss that with us “at a later time” probably just to keep us quiet.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Thank you for your reply, unfortunately the relevant pieces of the contract and the failures of Renewal By Andersen's (RBA) the improper charge to our line of credit left out of the response. Attached you will find the full 15 page agreement, the [redacted] Installment Credit Agreement, and our original eight page letter to Renewal By Andersen(RBA) and [redacted] outlining all the failures and disappointment up to December 6, 2016.The Agreement has numerous facts that should be brought forth for review. The pages supplied by RBA in their response are only part of the 15 page agreement from August 4, 2016. Attached are the complete set of relevant documents to the complaint. On RBA's contract, page 2 of 15 clearly states the "Buyer hereby agrees to sign a Certificate of Completion after Contractor has completed all work under this agreement". This item is key to the contract and is required prior to the final payment being issued. This Certificate was provided by Mary at RBA with a note. The envelope was post marked December 27, 2017 from RBA's Carmel, IN office. This is 26 days after RBA put through the unauthorized charge of $26,788 which the contract states is to be issued and completed prior to the charge. On page 8 of 15 under the Terms and Conditions of Sale, paragraph 4.d of the agreement clearly states "I understand that 'substantially complete' means the work has been materially finished and is functional as intended'. How can RBA claim the work is 'functional as intended' when two sets of double doors and four sets of hardware were not delivered or installed? The project was to be completed within 120 days as defined on pages 8 and 9 of 15. There were no "acts of God, labor strikes, inclement weather ...". Failure to complete the project within the required time frame was strictly due to RBA's errors in measurements, failure to order the correct products and install items to function as intended. The project did not meet RBA's definition/requirement of "functional as intended" on December 1, 2016 when RBA decided to charge my account, one day before the line of credit was to close. The charge was done without any communication or approval, of any type to the customer from anyone at RBA. Notification of a transaction was received via an Email from [redacted] about the charge. RBA put the charge of $26,788 on our account with full knowledge the project was not complete, violating their agreement.Also, on page 14 of 15 of the RBA agreement just below item #4 it states that the remaining 50% was due when the project was substantially complete. All work "must be completed within 120 days (4 months) of the approval date". Please note page 8 of 15, paragraph 4 starting on line 5, "substantially complete" means the work has been materially finished and is functional as "intended". When we called Ron B[redacted] of RBA he said he was told the project was more than 75% complete and that was why RBA charged the account. RBA either did not read their own contract or they knew the line of credit was to close the next day and circumvented the agreement to gain the $26,788 which they were not entitled to. We the customer were taken advantage of strictly for financial gain by RBA without completing the project. Who pays in full for a job not completed???As far as RBA's statement of working with us on several occasions to provide the finished product, all the communications came from the customer for issues and problems created by RBA. We initiated the calls, not RBA, to find out what was happening. Instead of completing the project in 4 to 7 days as stated on page 2 of 15, it was 13 different days from October 2016 until January 16, 2017. This includes the their painter who failed to cover the doors and frames with paint which RBA employees said was a horrible and sloppy paint job including paint on the hardware. RBA asked us, the customer, to find a painter, get estimates for painting since they fired their painter. Each time RBA said they would be out to the house, one of us had to stay home instead of going to work. We also had to move furniture, remove draperies each time from October to January. We also had to request [redacted] to come out twice because the doors were ordered wrong and could not be installed.The installers put in 10 small windows on October 25th. They did not install any doors that day. On the 26th the installers started the doors, but the doors were the wrong ones and the hardware was missing. They returned on the 27th to install 4 doors and found out the doors were poorly painted and the trim around the doors was also the wrong size. and had to reorder and paint more trim. On November 3rd the returned to install one double door and trim, but again the trim was not properly measured, it was too short. The short trim was installed on November 9th.As to RBA's 'generous' credit of $2,500 (4.6% of a project) for the delay of a project that truly poorly handled. RBA failed to finished within the contracted time of 120 days but did put the unauthorized/improper charge on our credit account a day before the credit line closed, just for their own financial gain, RBA's offer was far from 'generous'. The entire failure of the project was totally due to RBA's mishandling the project. We requested Curt B[redacted] to go back and look at all the failures, wasted time and problem but he said the $2,500 was all he would offer. However, in the words of one of their employees this was a 100% failure and we should not worry because RBA would issue a credit and we would be satisfied. We are not satisfied, we have been taken advantage of and at this time we still feel RBA just brushed off their mishandling of the entire project and inconveniences to us as not important. Fair compensation, not generous, would be a 15% immediate refund off the full price of the project, $53,575.
Regards,
[redacted]
Hello Mr. [redacted], Thank you for your feedback and I’m sorry for your experience. We are dedicated to providing homeowners with the highest quality products and services, and aim to give our customers peace of mind knowing that they will get a product that lasts and a company that stands behind...
it. This is an issue that can easily be resolved with a quick service visit. I believe our team has already reached out to you and scheduled a service visit to take care of this for you. Again, I appreciate your feedback and consideration. If we can be of any help to you in the future, please let us know. Renewal by Andersen of Indiana
Revdex.com of Indianapolis,Thank you for contacting us again on behalf of our customer [redacted]. We have been in contact with this customer and have reached a mutual understanding with the homeowners to resolve their outstanding concerns. Please let us know if you have any additional questions or concerns.Renewal by Andersen of Indiana
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com of Central Indiana,We visited this customer’s home on December 17, 2015 to replace the screens in question and assess the concern of a drafty window. Our service technician replaced screens in nine areas and we ordered an additional two screens for another area inside the home. The additional screens are estimated to arrive at our warehouse on January 7th, 2016. We left a voicemail for the customer advising them of this date on December 21st, 2015. While our service technician was at the home we also addressed the customer’s concern of a drafty window by replacing the h-plugs. There was relatively no wind during the time our service technician was onsite and the draft could not be replicated. That being said, the new h-plugs would be considered an adequate solution. We also talked through the situation with the customer to help them identify draft concerns should they occur in the future. Upon departure of the customer’s home we were under the impression that all outstanding concerns had been resolved.Renewal by Andersen of Indiana
Hello Mr. [redacted], Thank you for your feedback and I sincerely apologize for your experience. We do provide extensive training to our field team, including a “do not knock” policy in place for homes such as yours. Based on the details you provided, it appears that this policy was...
overlooked by the individual that was at your home. We have shared your comments with our team so that we can better our processes and used this as an opportunity to further train our field reps. It is always unsettling to hear when we have not provided a positive experience to a homeowner. Again, I apologize and appreciate your feedback and consideration. Renewal by Andersen of Indiana
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have attached a photo with the sales associate's name for further training purposes. Thank you for the prompt response.
Regards,
[redacted]
I didn’t receive an email confirmation yet from renewal by Andersen. They did come to Measure for the replacement of the windows, but I was told I’d get an email Comforting and did not, and we still havent yet received an appt for install. They measured early this week, though, so they have time
Revdex.com of Indianapolis, Thank you for contacting Renewal by Andersen on behalf of our customer. We take customer concerns very seriously and have worked with customer *** on several occasions to provide the finished product as per their contract This customer
purchased windows and patio doors on August 4, 2016. On October 28, we installed windows and patio doors. Two of the patio doors were incorrectly hinged and needed to be reordered. We addressed some minor service issues as requested by the customer when they came up On December 22, the last two doors were installed. Following this installation some minor service issues were addressed as requested by the customer Attached please find a copy of the contract and the Authorization Form signed by all parties; both legally binding. Please note that the customers affixed their signature to the document that authorizes Renewal by Andersen to use 100% of the approved funds and thus agreed to the terms and conditions as set forth. 50% upon approval and 50% upon substantial completion of the project as stated on the form and pursuant to the contract In good faith and to compensate the customer for the delay, we offered a generous credit. The offer was declinedPlease let us know if you have any additional questionsThank you, Renewal by Andersen of Indianapolis
Hello,We have ordered the two windows for customer *** and will contact her within the next week to discuss an installation date. Customer *** is welcome to follwith us directly - 800-471-ext: 2. We have been actively communicating with them on this project. Thank you,Renewal by Andersen of Indiana
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We are just back to town from Thanksgiving vacation.We just received the message from Revdex.com, which is saying that Revdex.com closed our complaints because the complaints are resolved and we did not response. However, it sounds like that the complaints are resolved from Renewal by Andersen's perspective but we do not think our complaints are resolved. Revdex.com sent me the massage in 11/24/2015, which was days before Thanksgiving and Renewal by Andersen also left the voice message in 11/24/2015. It was just last weekWe do not think it is enough time for us to response relate to Thanksgiving holidays. Voice message from Ashley at Renewal by Andersen in 11/24/said "I just wanted to give you an update the screens we had ordered for you those are scheduled to arrive at our office on the 10th of December so once we do receive those we will go ahead and give you a return call that way we can set up a day and time to have one of our technicians bring those out and get those replaced for youIf you have any questions in the meantime feel free to give us a call back at ***Thank you." Per her voice message, the screens are scheduled to arrive at their office in 12/10/not our house.Also, when the assessor from Renewal by Andersen came to our house in September, he told us and our nanny that some of windows especially our baby's room were not installed properly and he would order some of new window tooHe said our signature was needed for his visiting for assessingHe did not show the contentsHowever, he said he took pictures of improper windows and screens to show his boss for the orders.Again, our complaints are that;Until costumer called this company, no follow up call from this company for monthsWhen we complained, their solution was 'just wait until new order is completed and manufactured'. The incomplete order was their mistake not the customer's. Also, the orders were different from what we understood from the assessor. We told the supervisor Barb that we also felt cold air draft from some of new windows even though we should not feel cold air draftWe invested $14569. We do not think just explanation of their mistake and the simple apology do resolve complaintsWe request Revdex.com re-consider these complaints and these complaints should not be closed because it is against the information on 'Revdex.com complaints process'.Thanks for your time and consideration -*** *** and *** ***
Regards,
Eunjin Choi
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Dear Revdex.com of Indianapolis,Thank you for contacting Renewal by Andersen of Indiana regarding concerns from a recent customer of ours We have spoken with this customer directly and worked out a solution that is acceptable to them We are in the process of handling this
request and are happy to have resolved this situation We take customer concerns very seriously and sincerely apologize for thier experience Please let us know if any additional concerns come up from this customer that we can help out with Thank you,Renewal by Andersen of Indiana
Revdex.com of Indianapolis, Thank you for contacting Renewal by Andersen on behalf of our customer. Although we do have documentation from the customer that includes their signature on the white color pattern, we have agreed to replace this window for them. We spoke with the
customer on March 9th and informed them that we would order a new window After receiving communication from the Revdex.com, we attempted to contact the customer on multiple numbers without a response. As soon as we hear back from the customer to confirm the desired color, we will place the order for the new window. Please let us know if you have any additional questionsThank you, Renewal by Andersen of Indianapolis
Revdex.com of Indianapolis,Thank you for contacting us on behalf of our customer [redacted]. We pride ourselves on providing homeowners with the best experience and I’m sorry that was not the case for this customer. We sincerely apologize for the delays they...
experienced. Customer [redacted] signed a contract to purchase windows on 8/1/17. A 2nd measure took place on 9/13/17 with the purpose of verifying that all order details were accurate. Our sales contract documents do state that it is possible that the customer could experience possible glass loss. The windows were installed on November 14, 2017.As noted in the complaint received, customer [redacted] has expressed concern regarding glass loss and frustrations regarding installation. We offered the customer $1,500 to compensate for their situation, which they accepted. Additionally, we are aware that the customer does need new handles to match their windows. These are on order and we will contact the customer as soon as we receive them to schedule installation. Please let us know if any outstanding questions exist. Thank you,Renewal by Andersen of Indiana
Revdex.com of Indianapolis, Thank you for contacting us on behalf of our customer [redacted]. Customer [redacted] signed a contract to purchase 3 windows and a patio door on 6/20/17. We scheduled a 2nd measure with the homeowner to verify the details of their order. ...
The 2nd measure took place on 7/24/17, with customer [redacted] signing documents verifying that all order details were accurate. At this point, Renewal by Andersen ordered the products for the customer. On July 31st we received a call that the customer wished to cancel their order. Our sales manager responded the same day and cancelled the order. Later in the day on July 31st we received another call stating that they would like to move forward with the order. This voicemail is attached. We spoke to the customer once again to discuss the order. We agreed to reinstate the order, however we did let the customer know that we cannot continue to order and cancel for them. Renewal by Andersen was notified during the first week of August that the customer wished to once again cancel their order. The order has been cancelled. Please let us know if any outstanding questions exist. Thank you,Renewal by Andersen of Indiana
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As noted in my complaint, the $1500 was offered to us as a result of all of ge inconvenience we experienced PRIOR to getting the incorrect product, and finding out how dissatisfied we would be in the significant glass loss, which regardless of the document that was signed, we WERE NOT made aware of.at no point during the measure or sales pitch were we told of a loss of glass. As noted, Ryan had my husband, [redacted], sign off on the document WITHOUT going over what it was he was signing. I was not present during that time, despite what the company response states. Their response was inaccurate and does not resolve the issue. We did not ever say we acccepted the $1500 and said we should be granted more. Jason E[redacted] said he’d discuss that with us “at a later time” probably just to keep us quiet.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Thank you for your reply, unfortunately the relevant pieces of the contract and the failures of Renewal By Andersen's (RBA) the improper charge to our line of credit left out of the response. Attached you will find the full 15 page agreement, the [redacted] Installment Credit Agreement, and our original eight page letter to Renewal By Andersen(RBA) and [redacted] outlining all the failures and disappointment up to December 6, 2016.The Agreement has numerous facts that should be brought forth for review. The pages supplied by RBA in their response are only part of the 15 page agreement from August 4, 2016. Attached are the complete set of relevant documents to the complaint. On RBA's contract, page 2 of 15 clearly states the "Buyer hereby agrees to sign a Certificate of Completion after Contractor has completed all work under this agreement". This item is key to the contract and is required prior to the final payment being issued. This Certificate was provided by Mary at RBA with a note. The envelope was post marked December 27, 2017 from RBA's Carmel, IN office. This is 26 days after RBA put through the unauthorized charge of $26,788 which the contract states is to be issued and completed prior to the charge. On page 8 of 15 under the Terms and Conditions of Sale, paragraph 4.d of the agreement clearly states "I understand that 'substantially complete' means the work has been materially finished and is functional as intended'. How can RBA claim the work is 'functional as intended' when two sets of double doors and four sets of hardware were not delivered or installed? The project was to be completed within 120 days as defined on pages 8 and 9 of 15. There were no "acts of God, labor strikes, inclement weather ...". Failure to complete the project within the required time frame was strictly due to RBA's errors in measurements, failure to order the correct products and install items to function as intended. The project did not meet RBA's definition/requirement of "functional as intended" on December 1, 2016 when RBA decided to charge my account, one day before the line of credit was to close. The charge was done without any communication or approval, of any type to the customer from anyone at RBA. Notification of a transaction was received via an Email from [redacted] about the charge. RBA put the charge of $26,788 on our account with full knowledge the project was not complete, violating their agreement.Also, on page 14 of 15 of the RBA agreement just below item #4 it states that the remaining 50% was due when the project was substantially complete. All work "must be completed within 120 days (4 months) of the approval date". Please note page 8 of 15, paragraph 4 starting on line 5, "substantially complete" means the work has been materially finished and is functional as "intended". When we called Ron B[redacted] of RBA he said he was told the project was more than 75% complete and that was why RBA charged the account. RBA either did not read their own contract or they knew the line of credit was to close the next day and circumvented the agreement to gain the $26,788 which they were not entitled to. We the customer were taken advantage of strictly for financial gain by RBA without completing the project. Who pays in full for a job not completed???As far as RBA's statement of working with us on several occasions to provide the finished product, all the communications came from the customer for issues and problems created by RBA. We initiated the calls, not RBA, to find out what was happening. Instead of completing the project in 4 to 7 days as stated on page 2 of 15, it was 13 different days from October 2016 until January 16, 2017. This includes the their painter who failed to cover the doors and frames with paint which RBA employees said was a horrible and sloppy paint job including paint on the hardware. RBA asked us, the customer, to find a painter, get estimates for painting since they fired their painter. Each time RBA said they would be out to the house, one of us had to stay home instead of going to work. We also had to move furniture, remove draperies each time from October to January. We also had to request [redacted] to come out twice because the doors were ordered wrong and could not be installed.The installers put in 10 small windows on October 25th. They did not install any doors that day. On the 26th the installers started the doors, but the doors were the wrong ones and the hardware was missing. They returned on the 27th to install 4 doors and found out the doors were poorly painted and the trim around the doors was also the wrong size. and had to reorder and paint more trim. On November 3rd the returned to install one double door and trim, but again the trim was not properly measured, it was too short. The short trim was installed on November 9th.As to RBA's 'generous' credit of $2,500 (4.6% of a project) for the delay of a project that truly poorly handled. RBA failed to finished within the contracted time of 120 days but did put the unauthorized/improper charge on our credit account a day before the credit line closed, just for their own financial gain, RBA's offer was far from 'generous'. The entire failure of the project was totally due to RBA's mishandling the project. We requested Curt B[redacted] to go back and look at all the failures, wasted time and problem but he said the $2,500 was all he would offer. However, in the words of one of their employees this was a 100% failure and we should not worry because RBA would issue a credit and we would be satisfied. We are not satisfied, we have been taken advantage of and at this time we still feel RBA just brushed off their mishandling of the entire project and inconveniences to us as not important. Fair compensation, not generous, would be a 15% immediate refund off the full price of the project, $53,575.
Regards,
[redacted]
Hello Mr. [redacted], Thank you for your feedback and I’m sorry for your experience. We are dedicated to providing homeowners with the highest quality products and services, and aim to give our customers peace of mind knowing that they will get a product that lasts and a company that stands behind...
it. This is an issue that can easily be resolved with a quick service visit. I believe our team has already reached out to you and scheduled a service visit to take care of this for you. Again, I appreciate your feedback and consideration. If we can be of any help to you in the future, please let us know. Renewal by Andersen of Indiana
Revdex.com of Indianapolis,Thank you for contacting us again on behalf of our customer [redacted]. We have been in contact with this customer and have reached a mutual understanding with the homeowners to resolve their outstanding concerns. Please let us know if you have any additional questions or concerns.Renewal by Andersen of Indiana
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com of Central Indiana,We visited this customer’s home on December 17, 2015 to replace the screens in question and assess the concern of a drafty window. Our service technician replaced screens in nine areas and we ordered an additional two screens for another area inside the home. The additional screens are estimated to arrive at our warehouse on January 7th, 2016. We left a voicemail for the customer advising them of this date on December 21st, 2015. While our service technician was at the home we also addressed the customer’s concern of a drafty window by replacing the h-plugs. There was relatively no wind during the time our service technician was onsite and the draft could not be replicated. That being said, the new h-plugs would be considered an adequate solution. We also talked through the situation with the customer to help them identify draft concerns should they occur in the future. Upon departure of the customer’s home we were under the impression that all outstanding concerns had been resolved.Renewal by Andersen of Indiana
Hello Mr. [redacted], Thank you for your feedback and I sincerely apologize for your experience. We do provide extensive training to our field team, including a “do not knock” policy in place for homes such as yours. Based on the details you provided, it appears that this policy was...
overlooked by the individual that was at your home. We have shared your comments with our team so that we can better our processes and used this as an opportunity to further train our field reps. It is always unsettling to hear when we have not provided a positive experience to a homeowner. Again, I apologize and appreciate your feedback and consideration. Renewal by Andersen of Indiana
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have attached a photo with the sales associate's name for further training purposes. Thank you for the prompt response.
Regards,
[redacted]
I didn’t receive an email confirmation yet from renewal by Andersen. They did come to Measure for the replacement of the windows, but I was told I’d get an email Comforting and did not, and we still havent yet received an appt for install. They measured early this week, though, so they have time