Renewal by Andersen of Pennsylvania, New Jersey, and Delaware

Good Morning,I would like to apologize to this customerMark S [redacted] was incorrect in his correspondence that they would be required to pay a cancellation feeIf a customer is declined for financing, we do not hold the customer to the late cancellation feeI am so very sorry that this information was not conveyed to the customer correctlyTheir project is cancelled in our system and there is no fee dueI have attached a copy of their signed contract for their records.Please let me know what else you need from me to confirm this information.Thank you,Kristin

Good Morning,The *** contracted us to replace windows in their home on 8/29/All of our representatives create the contracts through a program on an ***The customer signs in signature spots on the *** is one company we use for financing and the customer must provide us their
personal information and enter it into a separate app on the *** to apply for the financingWe do not hold the customer's persona data for security reasonsThe customer inputs it on the *** through ***'s secure siteWhen the contract is completely signed, it is emailed to the customer for their recordsIf they do not have an email address, we have mobile printers that we can use to print the contractThe ***'s provided us an email address so we emailed it to themThe customers have days to exercise their right to cancel the project without penaltyIt's stated in multiple places in the document.On 8/30, we sent our installation manager back to their home to take final measurements and prepare a final material list to prepare for the window installationThe job was ordered as contractedOn 9/8, we called the ***'s to schedule their installationWe spoke with *** and scheduled the installation for 9/On 9/*** called in and was asking about *** and the paperwork he received from themHe was upset about the fact that their credit line was higher than their project amountWe explained that he was approved for a certain amount, but he would only be charged his project amountHe then said he wanted to cancelWe explained that he was out of his day cancellation periodWe called *** and asked that they reduce his credit line to show just the contract amountWe left him a message on 9/to let him know *** would be sending him revised documents to show the contract amount onlyOn 9/we were unable to perform our installation as the *** refused to allow usSince that date we have tried repeatedly to contact them to try to come to a resolutionWe have spoken to *** several times who said his lawyer will be contacting usTo date, we have not received anything from any attorney related to this jobWe most recently spoke with *** yesterday; however, he hung up on our scheduling departmentWe would love to come to a resolutionWe have custom made windows for the ***'s homeWe cannot use these windows in another project as they are custom made for their openingsIf the *** do not wish to have these windows installed, we do have a late cancellation clause in our contract that we would be willing to exercise, but we need to actually be able to have a conversation about itI can assure you that we in no way took advantage of the age of the customersWe follow the same procedure and policies for all customers regardless of age, gender or any other extenuating circumstanceIf the *** would like us to exercise the late cancellation clause which is detailed on their agreement, I would ask that they give our office a call.I have attached a copy of their contract paperwork for your reference.I look forward to resolving this issue.Thank you,Kristin G***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:   the salesman told us we would pay $125 a month for 72 months.  This deal was only available if we signed the agreement with him that very day (no I'll think about it and get back to you). He told me it was an incentive on Andersen's part so as not to have to send a salesman out to a residence again.  A Red Flag should have gone up but we must have been gullible.  We built this house in 1968 and the window frames were wooden.  We couldn't open them any longer so we were pleased that we could replace them with this payment plan.  We we lead to believe that we could  send a $125 check each month to Andersen for the 72 months. He never mentioned [redacted] finance company or any finance company to us.  We cancelled the order after we receive this information from [redacted].  I even called Andersen's installation facility and told them to cancel delivery of said window frames since we had cancelled the contract with Andersen.  Andersen told us it was too late to cancel the contract.   [redacted] has spoken to the Andersen office in King of Prussia 3 times and the representative answering the phone said that they did not know that we did not take possession of the windows.  We feel that we have been a target and the salesman and/or Andersen took advantage of us.  We do not think the company is trustworthyRegards,
[redacted]  and [redacted]

To whom it may concerns,
I signed a contract with Renewel by Anderson on Thursday, August 25th for a home improvement project in Wilmington, DE. On Tuesday, August 30th I called Renewel to cancel my contract around the evening where the receptionist said ok someone would come out to my home and have me sign some paper work regarding my contract cancellation. When the gentleman or sales manager came to my home, he immediately threatend me stating that he's seen situations like this before and I'm not gonna win or get out of the situation, because the company will come after me and things will get ugly with their team of lawyers. Also I was blatantly lied to because he told me Saturday was a business day and that I was out of my rescission period and unable to cancel my contract. By federal law I had 3 business days to cancel my contract and due to state law of Delaware Title 6 Subtitle 2 Chapter 44 of home solicitations sale subsection 4403 "Business day" shall meet any calendar day except for Saturdays, Sundays, or legal holidays I was well within my rescission period to cancel my contract. By state law I had until Tuesday the 30th to cancel my contract due to Saturday not being a business day in Delaware. I was over charged by $6,000 for this project, then given a 3000 discount and was also told by the salesman that he wasn't going any lower after all of my trouble with him!!! Please cancel my order. The house bill regarding Saturday not being consider a business day is listed below in the following link
http://delcode.delaware.gov/sessionlaws/ga128/chp543.shtml
Thank you,
Keenan

This company misrepresented itself to my spouse. Despite prominently displayed "No Solicitation" signs posted at all entrances to the development she was told that the Company was approved by our Homeowners Association and that they had secured permission to solicit business. They had no such permission and the windows they are selling do not meet the standards required in our community. We are very disturbed by this unethical business practice on the part of sales personnel.

Good Morning,I would like to apologize to this customer. Mark S[redacted] was incorrect in his correspondence that they would be required to pay a cancellation fee. If a customer is declined for financing, we do not hold the customer to the late cancellation fee. I am so very sorry that this information...

was not conveyed to the customer correctly. Their project is cancelled in our system and there is no fee due. I have attached a copy of their signed contract for their records.Please let me know what else you need from me to confirm this information.Thank you,Kristin

Hello,I'm sorry the [redacted] feel like they were misled. I can assure you that we take every step possible to make sure our customers are as informed as possible. While they are correct that we do encourage a customer to make a purchase on the day we are there, but we will always allow them to have as much time as they need if they're not ready. We also provide the legal cancellation period to think about their decision and make that time period very clear in the paperwork as to avoid any confusion. We followed all of the proper protocol for ensuring that we are all on the same page and it does not change the fact that they completed the information on the [redacted] and were sent documents the day of the sale from Renewal by Andersen with their contract and their acknowledgement of the [redacted] payments in addition to the documentation from the lender outlining their obligations. It also states on the payment terms that on the front page of the contract that they were paying with financing. Based on their acceptance of the contract, we ordered their custom made products. We scheduled an installation date. We have spoken to [redacted] and we know that they did not accept the delivery of the product. The windows are still in our warehouse. We have been trying to schedule a date to install them. We normally do not allow the late cancellation once the product has been ordered as we still have many costs incurred even before installation, but we are willing to do it in this case to come to an agreement.Please let me know if the [redacted] would like to proceed with this late cancellation option or if they would prefer to move forward with their installation.Thank you,Kristin G[redacted]

5 STAR PLUS !!!!! was how much we were satisfied with the WORK that was done by
Anderson's G W I Frank & Dave here today. They were evrything the sales rep. said
they would be , but MUCH MUCH MORE !
THANK YOU

Review: business charged my credit card $900 for service that was cancelledDesired Settlement: refund $900

Business

Response:

To Whom It May Concern:**. [redacted] is correct in his statement that we have $900 and he has cancelled his order. Per the contract that he signed on March 3, 2014, **. [redacted] has 3 days in which to cancel his order without penalty. After the 3rd day, if we, the company, allow the late cancellation, we may keep a 25% fee. On March 5, 2014, we were at **. [redacted]'s home to get the precise measurements for the door he purchased and the door was ordered per his contract. On March 7, 2014, **. [redacted] called to try to change his order. We were not able to change his order as it is custom made and cannot be changed once it moves to the production line at our corporate office in Minnesota. On March 10th, **. [redacted] then asked to cancel the order and was told that we would be keeping the late cancellation fee of 25% to cover the costs of the custom product. This fee equalled $900.00. I have attached a copy of his contract with the detailed cancellation policy.Please feel free to contact me with any questions or if you need further documentation. Thank you,[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I called march 6th & wanted to change order I was told the salesman would contact me. on march 8th I was contacted by the salesman & told the style of door chosen would be twice as much at that point I cancelled my order.

Regards,

Business

Response:

To Whom it May Concern:**. [redacted] did not call until March 7, 2014 to inquire about changing his order which was already outside of his cancellation window. At that point, the materials had already been ordered as contracted and could not be cancelled. He did inquire about a different type of door which is much more expensive, but that would have been an additional charge because we could not have cancelled his original door order. I understand **. [redacted]'s frustration, but this is why we have a very clear policy detailed on our contract to avoid these types of situations. I'm sorry that I could not be of greater assistance, but to be fair to the thousands of other satisfied customers, we must follow the contract as detailed. Thank you,[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because the company was contacted within the three day window. to think this could not be cancelled when they said it takes 8 to 10 weeks to manufacture is nonsense. I'm sure this is not the first complaint you have had with this company. I am going to have my attorney file a small claims complaint & let the district justice decide.

Regards,

This company misrepresented itself to my spouse. Despite prominently displayed "No Solicitation" signs posted at all entrances to the development she was told that the Company was approved by our Homeowners Association and that they had secured permission to solicit business. They had no such permission and the windows they are selling do not meet the standards required in our community. We are very disturbed by this unethical business practice on the part of sales personnel.

Review: I made the mistake of given one of renewal by Anderson's reps my phone number to set up an appointment for an estimate. At my front door, the rep immediately call his office for my to set up appt. I set up appointment for several days later. from that day on, this company called me several times a day, weekends, mornings until 8:00 pm at night to confirm the appointment. I told the rep I am a little concerned with the hard sell tactics. He said it was not hard sell and they just wanted to confirm. Calls did not stop. I had to reschedule and researched their number (they did not have a contact number on the form they had left). I told they I was cancelling and will call them when I want to reschedule. This same day, Saturday, at 8:00 pm, I received a call wanting to know when I want to reschedule. I stated to this woman that I told another that I would call them, not to call me and she stated that person was not in and proceeded with her pitch. At this point, I told the woman I did not like her companies tactics and to never call me again. A couple of months later I received a phone call from this company. I expressed my disbelief that they would even call me after I requested their calls to stop. Again I told the person to stop calling me. Now I just received a call from ###-###-####; a Renewal by Anderson rep. I again told a rep not to call me! I want this company to stop calling my cell phone. Their practices are overbearing and intrusive. I'm sorry I did not keep track of calls as I thought they would respect my numerous requests.Desired Settlement: I want this company to be contacted and notified that they have been reported due to their intrusive telemarketing practices and to stop calling individuals who repeatedly tell them not to call.

Business

Response:

I'm very sorry for the repeated phone calls from our call center. I've asked the manager to remove your name from our lists. Please contact me directly should you receive another call. I can be reached at ###-###-####. I apologize for the inconvenience.Thank you,Kristin G[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

On April 30, 2014 I filed a complaint with the Revdex.com about repeated phone calls at all hours of the day and night after requesting this company to remove me from their list and not to call me again. A representative from this company responding by stating my number would be removed from their list. I have since receive literature left on my front door and yesterday I received a call from them. What does it take to get this company to stop bothering me????? I have repeatedly requested them to stop calling and they ignore this and keep calling every month. I demand they stop calling.

Regards,

Business

Response:

I checked our call logs (every call our reps make is recorded in an online system) and the last call that our organization made to [redacted] was prior to her last request for us to remove her name from our list. In addition, we have not been canvassing in her area in quite some time so I don't believe that it is our company that is now trying to contact her. There are many different companies selling Andersen products so perhaps this is a case of mistaken identity? I do apologize for the inconvenience, but I don't have much more I can from my end since her information has been removed from our system.

Review: Representative send to residential location. When the representative was advised I did my own home maintenance, representative became curt, turned and walked through garden crushing planted flowers.Desired Settlement: Representative should be reprimanded and I should be compensated for damages to my property.

Consumer

Response:

From: [redacted]

Date: Wed, Jul 3, 2013 at 9:37 AM

Subject: Re: Complaint #[redacted].

I am more than satisfied with the way this business handled this situation. Thanks.