Renewal By Andersen of Rochester/Buffalo

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Considering they actually get back to me with options.
Regards,
[redacted]

I am in the process of collecting all data on this file. It is from 2010 and the last service was in March 2014 and we have not heard from them since then.
I will respond by Friday 11/21/14

I was very unhappy with the salesman who came to our house to give us an estimate. After an hour long dog and pony show, he gave us an enormous quote. He used every sleazy salesman tactic in the book to put the pressure on us to sign. He had said he didn't haggle, but he proceeded to encourage us to give him a number. He said we had " a very unique opportunity to make something exciting happen." He pushed and pushed and finally left after almost two hours. I wish I would have put a stop to it, but he was very slick. I don't doubt the great quality of their product, but I do doubt the integrity with which they sell it.

Dear [redacted]First I would like to thank you for notifying RBA of this situation. It is never our intention to upset any consumer for any reason. After researching the details on this, I have a printed report that shows when you were initially contacted and at that time per your request, your...

contact number was forwarded to the do not call list. That department is a completely separate division from the individual who you were speaking to on the day your dogs escaped from your opened door.  He would of had no knowledge of the above situation.I am glad to know after pulling and  hearing the recorded second call you placed to us, that the rba representative was polite and professional.  If there is any other question or concern I may answer please feel free to contact me directly.Sincerely,Pat S[redacted]

Case # [redacted]
 
This letter is in response to the complaint filed 7/17/2016.
This particular window installation was completed over a year ago, 7/22/15. At that time [redacted] had certain concerns, that were addressed by a phone conversation and a follow...

up email on August 3rd, 2015. (copies can be supplied)  We have signed documentation of a completed and accepted installation, and we have heard nothing from this consumer in over a year.Customer satisfaction is the utmost concern of this organization. I do apologize if any concerns were not fully resolved at the time of installation, but we have not heard from Mr. Olmstead until last weeks notification from the Revdex.com.
 
Our Regional sales manager will attempt to contact  this consumer to resolve all issues. He has all the contact information.
I will continue to update this response as we move forward to resolve this customers concerns.

I have spoken with Patricia S[redacted] of Renewal by Andersen and we have been able to resolve this issue.Thank you for your assistance with this matter.

[redacted], I...

have attached our company records to this email.
 
It is never our intention to upset anyone by calling them. We actually just made contact twice. The first time was at 2/27 @ 4:30pm and we were told to call back. Then on 2/28 by [redacted] and that is when Mr.[redacted] asked us not to call again, which is when we put him out on our internal do not call list.
 
[redacted]
Renewal By Andersen of Rochester/Buffalo

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I hope the business has successfully retrained their employees and will continue to train new employees so this does not happen to any other homeowners. 
Regards,
[redacted]

Dear [redacted]
First I would like to thank you for notifying RBA of this situation. It is never our intention to upset any consumer for any reason.
After researching the details on this, I have a printed report that shows when you were initially contacted and at that time per your...

request, your contact number was forwarded to the do not call list. That department is a completely separate division from the individual who you were speaking to on the day your dogs escaped from your opened door.  He would of had no knowledge of the above situation.
I am glad to know after pulling and  hearing the recorded second call you placed to us, that the rba representative was polite and professional. 
If there is any other question or concern I may answer please feel free to contact me directly.
Sincerely,
Pat S[redacted]

Sought estimate to repair one of 4 glass panels in an existing Andersen bow window. The sales person had absolutely NO interest in repair insisting that the entire unit HAD to be replaced at some $10K. Finding me skeptical of the cost he then pulled the usual "but we can we give you a better deal ( i.e., less 10%) in 6 to 8 weeks when the crew is not so busy". In the process he bad mouthed the cold blocking efficacy of the existing older Andersen unit as well as the windows recently installed by a locally owned competitor. The repair work is being done by [redacted]

[redacted],
Thank you for your feed back regarding the ISC department. It is never our intention to upset or cause any inconvenience.
 
The reason we ask if you are the home owner is because we can not go to a rental property...

without the owner of the property's  acknowledgment. This should of been explained to you. We can always improve and again we appreciate the feedback.After listening to the recorded conversation, It was explained that we can not come out to advise on any repairs  of your existing windows even if they are Andersen, I know this may be confusing, but Renewal by Andersen's sole purpose is residential window replacement. I can offer the 800 number for your convenience to contact Andersen and get information on repairs. ###-###-####.
Our sales range from one window to whole house. We have several sales representatives in place who works closely with folks who have under three units and or want to purchase just doors. I understand that to put time aside for an appointment is very difficult for many consumers due to their busy schedule's. We are respectful of their time and try to be accommodating in every way that we can. I am sorry that this did not work out.
 
if in the future you would like an estimate on your window replacement project Renewal by Andersen would love the opportunity to meet with you. no job is to big or to small, every job has the same importance.
 
If there is any thing I can do please feel free to contact me directly

To Whom it may concern: Attached is a picture of the young man that was knocking on doors on Dover rd. Renewal By Andersen has invested in new technology that tracks the outside marketers at all times. We know the exact addresses in which they had visited, the time of day etc... They are...

dressed in Renewal by Andersen clothing, with badges(as seen in the picture). We are permitted in the town of Henrietta, Pittsford, Brighton, and many other towns. The young man is among other employees who are not selling anything. They are canvassing the area to set possible appointment's for individuals who wish to set up an appointment for a sales representative to visit them.  This is a service we have provided for many years, and we actually get many compliments on the training and professionalism of these young people, many of whom this is their first job and experience with the public. It gives them confidence and the ability to achieve recognition among their piers.  Renewal By Andersen spends a lot of time and effort developing these young peopleFeed-back from the consumer is essential and RBA does appreciate all the feed-back we receive. It is not our intention to ever upset a homeowner. The advantage of the new technology also give us the ability to flag your property and note not to be disturbed in the future. Regards,Patricia S[redacted]

I am a little confused on this complaint. We last serviced this 3/21/14 and have not heard from the [redacted]...

since then. We at that time agreed if Mrs. [redacted] was unhappy with the results and wanted her "handy man" to do additional work we would consider this considering the cost. They were suppose to get that cost to us. We also offered to replace the unit, whatever they had decided. Please instruct the [redacted] to contact me at the main number(we only have one) [redacted] had made this offer back in March.

To whom it may concern: Our records indicate that a service was completed on 7/5/17. This was signed off by the consumer, I have attached the service sign off sheet. In addition to that we made a follow-up call on and left a message on 7/7/17 at 11:48am. We have not heard back from...

these folks.We are committed to resolve any issues, they need to contact us and we will resolve this situation.  Regards,Patricia S[redacted]

#1f497d;">Dear Revdex.com,
 
Ms. [redacted] was called by error on the callers part. It is pretty obvious , Ms. [redacted] even states in her comment that is was like they had never spoken before. I have researched the process and I have a print out to show that WITH IN 5 MINUTES AFTER [redacted] had made the mistake he did try and call her back twice to apologize. All calls are documented and the calling lists show numbers dialed etc…. He had already spoken to Ms. [redacted] previously and they had a very pleasant conversation, and she was already on our schedule for a free in home consultation.  There was no need for us to contact her again. It was on the schedule. [redacted] split screen monitor gives him the ability to see two different customers information at once. he  had dialed her number and had the screen of another consumer on his computer up at the same time. The other consumer however does have a husband and asked us to return a call to verify her husband’s schedule for an appointment.
 
I have asked [redacted] for a complete write up on what took place in his own  words,  and he feels absolutely terrible. He would like to have an opportunity to explain this to Ms. [redacted] if she would allow him to call her. I also have left a message 9/9/14 @ 6pm,  for a return call.
 
It is never our intention to upset anyone for any reason. We strive for customer satisfaction and impress that among all of our employees.
 
[redacted]
Renewal By Andersen of Rochester/Buffalo
80 Newbury Street
Rochester, NY 14613
Phone: ###-###-####
Fax: ###-###-####
Additional Message from the company:[redacted], here is the letter written from [redacted] who mad e the mistake
 
[redacted]
Renewal By Andersen of Rochester/Buffalo
80 Newbury Street
Rochester, NY 14613
Phone: ###-###-####
Fax: ###-###-####

It would never be RBA's  intention to create a situation with a consumer that makes them unhappy.  This consumer and all their information has been deleted from our data base. Once a consumer signs up, the ISC department will attempt to find out what they had...

initially signed up for. Many consumers are not interested at the specific time that we call,  and ask for a call back in the future.  Once a consumer expresses that this may not be something they are looking to do in the future or present time, our procedure is to immediately remove them from our data base. We do apologize for the delay in this happening.RBA appreciates your feed back, and will utilize this information to help make us better at responding to the consumers needs and time frame. Sincerely,Patricia S[redacted]   Tell us why here...

To whom it may concern:It is our goal to meet the requirements and wishes of all our consumers. If they want assistance in  financing, we bring out a third party credit application, and also have the consumer sign a finance request form indicating which program best suits their needs, and...

the requested monthly payment that is affordable. In this case the bank had requested to speak with the consumer to get additional information for verification they required. Once that was done, the bank sent rba notification of their approval. Our installation team brought out the documents directly from the bank(bank name on all forms), and this consumer signed and initialed to the requested program. All in black and white. RBA has all these documents on file and scanned. We can furnish copies of all the paper work signed by this consumer.They had requested a program that yielded a monthly payment of $30.00 plus or minus $4.00.The program they had received was FIXED RATE of 9.99%apr  with a monthly payment of $30.62Please let the consumer know, they can contact me at any time, and I can review all this information with them.  Patricia S[redacted]Finance Manager Please let me know if this is required, I can forward at any time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response to [redacted],
After [redacted] called and we had the horrible conversation, he only tried to call back once. I too have a call log on my cell phone! He did NOT leave a vm and I was still expected the company to show up at my door at 7pm that night. We still had an appointment that night that was not cancelled(not verified anyhow). No one ever showed, I never got any calls about it. It's almost like [redacted] cancelled everything, trying to cover up his mistake. I would have expected a professional company to call the customer and try to resolve this weeks ago.
I tried calling [redacted] 3 times yesterday and I left 1 vm. all before noon. As of 9am this morning I still have not heard back.
I appreciate the letter from [redacted]. I can see how it might be easy to make such a mistake, however I do see a flaw in your software. Married could mean anything in todays world... you will offend many people, even worse then me, if you ask a gay woman about her husband if she's married to another woman. Just pointing that out! And I don't think you should be asking any one about spouses, but instead will anyone who is on the deed to the house be available.
I still think Renewal dropped the ball big time here. I should not have had to resort to the Revdex.com to get this issues resolved (and there are many issues here). I am wondering if they need to go thru training for Interpersonal Skills.
thank you for your time
[redacted]