Renewal By Andersen of Rochester/Buffalo

After contact with a "street marketer," who knew nothing about my Andersen window, a pre-appointment call was scheduledDuring that call I was asked if I had a spouseWhen asked why, I was told they needed to know everyone who is listed on the house deedThese questions were totally inappropriateI was also told they do no repairs, had to look at all house Windows in order to do an estimate and they do not come out for one window (despite the fact that it's a very large window)All this was the direct opposite of what the original marketer told meMost upsetting were the inappropriate, possibly illegal questions regarding a spouse and who was named on the house deed!

This all started when a gentlemen in an orange reflective vest (think city worker, construction, etc) knocked at my door I opened only because I thought there may be work going on that as a resident, I needed to be made aware of As this transitioned to an awkward and aggressive sales pitch I, out of politeness meandered through as my two children were present I simply said no thanks, I'll call if needed The end result has been numerous calls to my phone and repeated requests to cease and desist I will be reviewing options with the AG of NYS as well

Initial Frustration; Ultimate Satisfaction
I ordered a Polaris door and sidelights from RBA of WNY at the end of and it was installed in March/April of
The first sales call was great but we didn't purchase anything until the 2nd sales call when a bigger discount was provided
When the door and side lights were installed, they were the wrong color and the privacy rating was MUCH less than what I was told it would beI was EXTREMELY frustrated In addition, the door itself was warped and there was condensation in between the panes of glass
RBA of WNY was responsive to my complaints and eventually I ended up with EXACTLY what I wanted and am so happy with my purchase
If I had purchased the door elsewhere, from a company that subcontracted the installation, I doubt I would have gotten the problem resolved (sales would have tried to blame the installers and vice versa) Everyone in the RBA organization was responsive, prompt, and understandingWhile mine wasn't a big job for them, they made me feel as important as if I was their #client

Windows are top qualityPersonnel were very professional and answered all our questions prior to installationWe have recommended them to friends and family

We are currently working with *** *** to resolve his concerns

My initial sales consultation wasn't unpleasant, with not too much pressure, but the sales man did take a bit to be told no after quoting an outrageously high price Where they got me was when I foolishly allowed them to talk to me a second time about a "marketing special in my area." Of course such a thing doesn't exist, they simply sneakily sell you a lower tier window at an appropriately lower (but still grossly high) priceIt sounds like they are giving you a good deal to get your neighbors to see their brand, but in reality they are selling you the same windows you can get from other local andersen dealers at or 3x the price
RBA sells what they say are their "exclusive" Fibrex windowsWhat they call a "Series II" window is simply a series andersen window that can be bought and installed from *** * *** ** ***, etc When the installers showed up and I noticed the windows had andersen stickers on them, I got curious and checked them out, and sure enough they

I put Renewal by Andersen windows into my rental unit and could not be happierThe quality of the window and installation is superior to any window company I’ve ever seenExcellent process from start to finish

I had a sliding door installed in by Renewal by AndersonI have no complaints about the product even though it was over priced(didn't know that at the time)I currently have contractors at my house doing some remodeling, when the kitchen floor tile was removed, it was found that the bottom of door area is rotten both inside and outsideupon further investigation, it was concluded that either the damage is a result of improper insulation or
pre existing damageIf this is the case the door was still installed without notifying the customer(no door should ever be installed with pre-existing damage as this affect / impact the overall safety of the home, the installers never did notify the home ownersIf indeed it was pre existing, did they just care about making the money and moving on?
I reached out to Renewal by Anderson, they did have someone come and take pictures, however they told me I am outside of the warranty and it is the manufactures responsibilityMy com

Tonight at 5:30pm, an Andersen sales rep was going through the Jefferson Estates tract in Henrietta ringing doorbell and knocking on doors trying to sell replacement Andersen windowsNeither I nor other neighbors, called or requested a sales repThe individual, who had Andersen literature, did not share his name, had no identifying information and showed no evidence of a Town of Henrietta peddler & solicitation license or a special permit as required by Town code 192-The individual came on to private property and was aggressive in attempting to sell windowsI also had a similar experience with an Andersen agent in Brighton
Your company should be aware of Town codes that prohibit unwanted solicitations and comply with town requirements for licenses and special permitsFurther since you are responsible for the training and supervision of your agents that you send out in neighbors to knock on doors at night, I assume your agents were doing what they have been instructed to

Their sales people are either uninformed, incompetent, or poorly supervised
I showed the salesman one broken window, and asked if they could quote on repairing that one window He clearly said yes I then spent minutes providing personal information, and he asked that I talk on a cell phone to a supervisor
The supervisor said everyone who owns the house must be present when they present their quote Huh?
This was discourteous, and unprofessional Two different door-knocking sales people told me to my face they would give me a quote But then then never provided one, or asked that all owners of the house had to be physically present when the quote for the window was presented
They intentionally mislead a potential buyer, and never deliver a quote that was promised Twice
My advice: stay away from this company They don't fulfill their promises: either at the salesperson level, or the management level And don't believe their response to this complaint

We purchased replacement windows for our whole house approximately years agoIn addition, we purchased a patio door including a screen door a few months laterWithin days, the screen door broke (the mesh came off the screen door), so we had someone from Renewal by Andersen come and fix itWell, it broke again within a weekSince then (over a year now), we have tried to obtain a replacement screen door from Renewal by AndersenIt has been more than months now since we were assured that the new scree door would be ordered and installedI have called customer service twice during that period, and every time I have to retell the whole story as it seems like nobody keeps records of interactions with their customersMy last call was exactly a month agoAt that time, we were told once again that the screen door would be ordered and delivered within a monthNot surprisingly, it has not happenedI also asked to talk to the managerHe was supposed to call me within a few daysI

Renewal by Anderson had one of their employees just show up one day in early May We never asked them to come byWe never called themThey asked for our number (to) call us in the futureWe asked them (to) please wait at least weeks as we were in the process of purchasing our homeThey only waited days before they started calling and they haven't stopped calling since May

I made the unfortunate mistake of speaking with this contractor at the local home show years agoThis has led to cold call salesmen showing up different times unannounced on my front porch and peering into my house invading my privacyThen the telephone calls, at least times they have called my houseOn multiple occasions I have stated "please put me on your do not call list" This has not worked in that Renewal by Anderson just flat out is unresponsive to my requestsI have blocked different phone numbers from them and they keep callingThe constant badgering is harassment,
DO YOURSELF A FAVORDO NOT SPEAK WITH THESE PEOPLE OR LOOK TO DO BUSINESS WITH THEM, YOU WILL ONLY REGRET IT LATER

This is in response to the complaint filed by Mr***.Renewal By Andersen is committed to customer serviceWe strive for complete customer satisfactionI do apologize if RBA has not delivered that messagePertaining to the complaint, we have taken measures to insure that this does not happen
again, and we have deleted this consumers information from all of our data baseWe understand the importance of everyone's time and respect the wishes of all consumers The reflective jackets/vests are worn due to a law in New York state, that if an individual is in a residential area during times of dusk that reflect gear is requiredAs committed to our consumers, we are just as committed to the safety of our employees. Sincerely,Pat S***

A person with Renewal by Anderson coat came to our front door at about 7:pm on Friday 11/25/and wanted to know "how long have we had condensation on our windows and we should replace them"First, this is a huge scam as there is no condensation on our windowsIn fact, they were just replaced by another companyWhen I told the young man we were not interested he gave me a coupon and then wanted to come in our home while I got a pen so he could write his name on the coupon

I contacted *** *** and spoke with her concerning her complaint,I explained to her that this is unacceptable behavior from an employee of renewal By AndersenWe take pride in our ability to train and educate young individuals to participate in our neighborhood proximity marketing programWe
spend hours upon hours on this. Having said that, sometimes we never reach some individualsWe have let this person go, and have had a training class on this specific behavior(again)I believe they all understand the ramifications of such actionsWe do apologize this and we strive to be the best of the best. Sincerely, Patricia S

This company called me and said they would be in the area and wanted to come by tomorrow and give me an estimate I was clear and I said absolutely not
Today they came by, my dogs ran out of the house while the guy continued to try to pitch to me this FREE estimate for his OVERPRICED windows
When I called to complain they had a list of questions for me, I hung up

Send complaint to business for their response

On 11/8/my husband and I signed a contract to have the windows on the front of our home replaced, the first week in January the started our install at this time the brought over a lift truck and buried it in our front yard left it there for three days and then have yet to return to install the rest of our windows (the only windows that actually needed replacing have not been) They also have not returned to fix the front yard and we have had an unseasonably warm winter so I am not sure what the problem isThe reason I wanted my windows replaced is so I could do the siding so at this point we are at a stand still and my house is the eye sore of our neighborhood! Too make matters even worse the windows that have been installed are leaking which we discovered after our energy audit

My wife and I purchased a nearly 100-year old home in July primarily because we loved many of the original detailsWhile we loved the original windows, many did not work and we wanted to have them replacedAfter doing some research, we eventually contacted Renewal by Andersen and had a salesperson come to our house in August Throughout the two-hour plus sales pitch, the salesperson stressed Andersen's quality, customer service, and commitment to customer satisfactionAfter being told that we only could receive a certain discount if we ordered that night, we agreed to order custom windows from Renewal by Andersen (and thereafter added two more) for a total cost of $30, We were promised installation in October 2017, well before winter set in for us in Buffalo, NYOnly weeks before our installation was to occur, we received a call from Renewal by Anderson explaining that there had been manufacturing errors with our windows and that our installation would have to be delayed by a month until November Realizing that the month delay would take us to Thanksgiving, the installation was delayed until December As the installation date approached, we again were contacted b Renewal by Andersen to explain that yet more manufacturing errors had occurredWe were pressured to proceed with the December date as scheduled and told that the defective windows should be installed and then replaced at a separate service callWe reluctantly agreed, as we were eager to have the new windows installed before the holidays and before winter set inRenewal by Anderson proceeded to install the windows in December In addition to installing the defective windows we advised would be installed, Andersen also installed a window with cracked glassVery unsatisfied, we contacted Renewal by AndersenAll we received was another in what would be a long line of hollow apologies and an explanation that the issue would have to be fixed at yet another service callAs also would be a familiar response, we were told that there was "nothing else" Renewal by Andersen could do In addition to the cracked glass, the installation team was not provided with the required molding to place around two picture windows we had orderedRenewal by Andersen yet again offered a hollow apology and looked to schedule another service callAfter receiving further excuses about manufacturing errors and other delays, we scheduled service to remedy all issues in January These issues included three defective windows and installing molding that was not provided to the installation team when they came to install the windows Things only continued to get worse as we were informed days before the service call that there were more manufacturing errors and delays and that all items could not be addressed at the January service callInstead of splitting up one service call into two service calls as pressured to do by Renewal by Andersen, we asked Renewal by Andersen to complete everything at one service call so that my wife and I did not have to take off any additional time from workThis service call was scheduled for March 12, I will note that my wife and I both are professionals with busy schedules and cannot easily take time off of workRenewal by Andersen, however, did not seem to care and insisted that all work had to take place between 9:a.mand 5:p.mThis was in spite of the fact that my wife and I both had taken full days off of work for the original December install and the January service call that never happenedFeeling we had no other option, my wife and I each took off March 12, for what we hoped would be the final service callWe sadly were wrongThe installer showed up on March 12, with windows that looked worse than the windows they were to replace and was not provided with the correct amount of molding to complete the molding around our picture windowsThe installer was able to convince us that some of the windows that were installed were the best possible result and we accepted thatWhat we did not accept, however, was the replacement window that was installed with chips and scratchesWe again voiced our disapproval to Renewal by Anderson and again received a hollow apology and again were told, "there is nothing we can do." Yet another service call was scheduled for the following week to address the still outstanding issuesAt this service call, the installer was able to fix the chipped and scratched window but proceeded to install molding that had noticeable gaps on the cornersRenewal by Andersen's solution? Yet another service call scheduled for March 24, After receiving absolutely no help from our local service office, we decided to reach out to Renewal by Andersen's Corporate OfficeNot surprisingly, its "customer service" line was an answering machineA message left on March 12, still has not been returnedWe also called Andersen (the parent company of Renewal by Andersen) on March 16, in an effort to speak to an actual personWhile a couple individuals from scheduling were willing to speak with us, feigned concern, and promised a response, we have not received a call back from them eitherOur nightmare finally ended on March 24, when the installer finally completed the molding around our second picture windowAs noted in this review, Renewal by Anderson was glad to accept our $30,000, but was not glad to address any of our issues, which really were its own issues with poor quality and poor customer serviceWe received only hollow apologies and consistently were told that there was "nothing" Renewal by Andersen could doWe also received no follfrom customer service after expressing our dissatisfaction and concerns on multiple occasionsThis seven-month ordeal resulted in my wife and I each taking multiple days off of work to accommodated Renewal by Andersen because they did nothing to accommodate usWe do not feel that any other homeowner should have to go through this experience and strongly would recommend any company other than Renewal by Andersen