Renewal By Andersen of Boise

Complaint: [redacted] I am rejecting this response because I believe it is untrue, but if it is true, it reveals an unacceptable business practice that is likely to harm other consumers Yes, my account was eventually credited back with my deposit Interest in the amount of $accrued before they issued the credit, and they did not pay, or offer to pay, that amount By filing a dispute with my credit card company, I was able to avoid paying that interest, so I am not currently out any money MsL [redacted] states "Our policy is to verify there are no pending charge backs prior to a cancellation." None of the paperwork associated with the transaction states this policy Also, when I called, on two occasions, the person I talked to (Tracey, I believe) said that the company president had to approve the credit before it would issue She did not mention a charge back verification Further, that supposed policy makes no sense Renewal had my money; I didn't have theirs What are they saying by "chargeback?" That I somehow pulled money out of their account and they had to ensure I did not do that before they would credit my account That's nonsense I have returned items many times and received an immediate credit without out waiting for some bogus hold period I believe this verification policy is not a policy at all but simply an excuse for hanging onto my money for an unacceptable length of time If it is truly a policy, it is harmful to consumers They tied up $10,of my credit for days, and caused interest to accrueHad I not been able to dispute it through the credit card company, I would be out the interest Nothing would prevent them from hanging onto the money for a longer period, at their whim Again, charge backs simply don't apply in this situation, so that is neither an excuse or a reason Sincerely, [redacted]

As Mrs. [redacted] stated our Sales Agreement includes a 33% plus expense for breach of contract if a cancellation comes in after the three day right to cancel.  In this case only the 33% fee was enforced.  However, due to the fact that the we are only out minimal fees on this purchase we...

agree to cancel the Sales Agreement without penalty.  Due to the loan being in place for the purchase we agree to refund the amounts transacted on this purchase. In the future I would advise Mr. and Mrs. [redacted] to read all the terms of an agreement I order to avoid a situation where penalties can be incurred at as a result of breach of contract.  it is not our intention to simply charge penalties, but rather to be as efficient as possible in moving a project forward with budget review, material orders and manufacturing.  When a cancellation comes in late it causes not only loss of business, but inefficiency in the process of project management in multiple departments.  We agree to a full refund.

Complaint: [redacted]I am rejecting this response because I believe it is untrue, but if it is true, it reveals an unacceptable business practice that is likely to harm other consumers.
Yes, my account was eventually credited back with my deposit.  Interest in the amount of $10.16 accrued before they issued the credit, and they did not pay, or offer to pay, that amount.   By filing a dispute with my credit card company, I was able to avoid paying that interest, so I am not currently out any money.
Ms. L[redacted] states "Our policy is to verify there are no pending charge backs prior to a cancellation."  None of the paperwork associated with the transaction states this policy.  Also, when I called, on two occasions, the person I talked to (Tracey, I believe) said that the company president had to approve the credit before it would issue.  She did not mention a charge back verification. 
Further, that supposed policy makes no sense.  Renewal had my money; I didn't have theirs.  What are they saying by "chargeback?"  That I somehow pulled money out of their account and they had to ensure I did not do that before they would credit my account.   That's nonsense.  I have returned items many times and received an immediate credit without out waiting for some bogus hold period.
I believe this verification policy is not a policy at all but simply an excuse for hanging onto my money for an unacceptable length of time.
If it is truly a policy, it is harmful to consumers.  They tied up $10,000 of my credit for 10 days, and caused interest to accrue. Had I not been able to dispute it through the credit card company, I would be out the interest.  Nothing would prevent them from hanging onto the money for a longer period, at their whim.  Again, charge backs simply don't apply in this situation, so that is neither an excuse or a reason.
Sincerely,[redacted]

[redacted],
Mr. [redacted] did cancel within his three day right to cancel.  The $10,000 deposit was applied and then credited back to his account upon cancellation.
At this time, Mr. [redacted] account is closed and was fully refunded on 04/05/2016.  Our policy is to verify there are no...

pending charge backs prior to a cancellation.  Credit cards are credited within 7-10 business days once a cancellation has been verified and processed.
Please feel free to contact me should you have any further questions.
Best Regards,
Kellie L[redacted]
Consumer Relations Manager
(-Renewal by Anderson complaint)

Ms. [redacted],  I apologize for the experience you had with excessive calls.  I have confirmed with our call center that we have removed your information from our calling list.  You should not have received that many calls, it should have been handled at your first request.

I appreciate your feedback, I just wanted to explain our process.  At no point did we deny the cancellation.  Consumers have a three day right to cancel with a full refund of a deposit (down payment).  We apologize that you feel our process did not meet your needs.  Deposits/down payments are never held, we can not anticipate or count on a cancellation. 
Again, we apologize for any delays or inconvenience.