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 meI have attached a photo with the sales associate's name for further training purposesThank you for the prompt response Regards, [redacted] ***
I didn’t receive an email confirmation yet from renewal by AndersenThey 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 installThey measured early this week, though, so they have time
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/A 2nd measure took place on 9/13/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,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: 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 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 page agreement from August 4, Attached are the complete set of relevant documents to the complaint On RBA's contract, page of 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 issuedThis Certificate was provided by Mary at RBA with a note The envelope was post marked December 27, from RBA's Carmel, IN office This is days after RBA put through the unauthorized charge of $26,which the contract states is to be issued and completed prior to the charge On page of 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 days as defined on pages and of 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, 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 chargeRBA put the charge of $26,on our account with full knowledge the project was not complete, violating their agreement.Also, on page of of the RBA agreement just below item #it states that the remaining 50% was due when the project was substantially complete All work "must be completed within days (months) of the approval date" Please note page of 15, paragraph 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,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 to days as stated on page of 15, it was different days from October until January 16, 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 hardwareRBA asked us, the customer, to find a painter, get estimates for painting since they fired their painterEach 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 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 doors and found out the doors were poorly painted and the trim around the doors was also the wrong sizeand 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,(4.6% of a project) for the delay of a project that truly poorly handled RBA failed to finished within the contracted time of 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,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, 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
Hello Mr***, 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 meI have attached a photo with the sales associate's name for further training purposesThank you for the prompt response Regards, [redacted] ***
I didn’t receive an email confirmation yet from renewal by AndersenThey 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 installThey measured early this week, though, so they have time
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/A 2nd measure took place on 9/13/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,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: 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 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 page agreement from August 4, Attached are the complete set of relevant documents to the complaint On RBA's contract, page of 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 issuedThis Certificate was provided by Mary at RBA with a note The envelope was post marked December 27, from RBA's Carmel, IN office This is days after RBA put through the unauthorized charge of $26,which the contract states is to be issued and completed prior to the charge On page of 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 days as defined on pages and of 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, 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 chargeRBA put the charge of $26,on our account with full knowledge the project was not complete, violating their agreement.Also, on page of of the RBA agreement just below item #it states that the remaining 50% was due when the project was substantially complete All work "must be completed within days (months) of the approval date" Please note page of 15, paragraph 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,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 to days as stated on page of 15, it was different days from October until January 16, 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 hardwareRBA asked us, the customer, to find a painter, get estimates for painting since they fired their painterEach 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 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 doors and found out the doors were poorly painted and the trim around the doors was also the wrong sizeand 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,(4.6% of a project) for the delay of a project that truly poorly handled RBA failed to finished within the contracted time of 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,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, 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
Hello Mr***, 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