Renewal by Andersen of San Francisco

Initial Business Response /* (1000, 5, 2014/12/16) */
Revdex.com Complaint [redacted]
Case # XXXXXXXX
Case Opened: XXXX-XX-XX
Response:
Renewal by Andersen of San Francisco is responsible for honoring all warranty issues associated with product manufactured by Renewal by...

Andersen. We honor the warranty on all Renewal by Andersen projects that have been paid in full.
Mr. [redacted] and I had an extensive conversation about his dissatisfaction with how the project has progressed on 12/5/14. He informed me at that time that he had filed a complaint with the Revdex.com. I informed him that I was unaware of the complaint and assured him that Renewal by Andersen would continue to work with him on his project until it was completed to his satisfaction. I received notice of the complaint on 12/9/14.
I offered Mr. [redacted] several dates for our installation team to return in December to correct the issues, but none of the dates offered were acceptable due to prior appointments and out of town guests visiting. We agreed that Renewal by Andersen would return on Monday, January 5, 2015 to correct any pending items and complete the work. Our Renewal by Andersen Installation Manager will be inspecting the work to ensure that our installation team has addressed all of Mr. [redacted]'s concerns to close out the project.
During the installation on 1/5/15, our Installation Manager will discuss payment arrangements for the balance due of $4,915 with Mr. [redacted]. We are open to discussing options, including a discount on his final payment, to close out Mr. [redacted]'s project.
Sincerely,
[redacted]
General Manager
Renewal by Andersen of San Francisco
XXX-XXX-XXXX

I have used the company to replace all the windows in my house and recommend this company to all my friend and co-workings. Recently I had some warranty work done [redacted] came out to help he was very erfficient and cleaned up. He explained everhing he was doing and what the next steps were. Highly recommend him and the company

Initial Business Response /* (1000, 5, 2015/09/14) */
Revdex.com Complaint Case # XXXXXXXX
[redacted]
Case Opened: XXXX-XX-XX
Response:
Renewal by Andersen of San Francisco is the regional retailer and installer of the Renewal by Andersen windows and doors for the entire Bay Area...

in California. We stand by our products and services and we are responsible for honoring all warrantees associated with product manufactured by Renewal by Andersen.
I spoke with [redacted] today to discuss her Revdex.com Complaint and our path forward towards resolution. I apologized for the numerous calls she had to make to schedule a service on her older Andersen windows. I told her to delete the other numbers she had listed and only call [redacted] at XXX-XXX-XXXX for service on her Renewal by Andersen windows.
During our phone call, [redacted] stated that she was able to reach [redacted] in service on Friday afternoon, at XXX-XXX-XXXX, after she filed the Revdex.com complaint against our company on Friday, 9/11/15. [redacted] and [redacted] scheduled an appointment for our Renewal by Andersen service technician to inspect the 6 windows on Tuesday, 9/29/15 at 1:00pm. I explained that our service technician may have to return again, 2 weeks after the 9/29/15 appointment if service parts are required. Today, [redacted] and I agreed to move up the first appointment to Friday, 9/18/15 at 10:00am to inspect the windows and verify if replacement parts needed to correct the issues.
I am hopeful that Renewal by Andersen will be able to satisfy [redacted]'s concerns after our 9/18/15 appointment.
Sincerely,
[redacted]
President
Renewal by Andersen of San Francisco
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/11/25) */
As President of Renewal by Andersen of San Francisco, I emailed [redacted] on Monday, 11/23/15 offering to replace her window at no charge. Below is a copy of the email.
According to Brent Anderson, our Installation Director, who met...

with [redacted] today, she had not received my email. I resent the email again today, extending our offer of a free replacement through 11/30/15.
Thank you,
[redacted], President
Ms. [redacted],

I called you this morning to tell you that we want to replace the window that you "hate" with a new free window, no charge to you.

I appreciate that you took my call this morning, and I am sorry that because you've gotten so frustrated with our company, you didn't want to talk about it anymore. I respect that - but I wanted you to know the reason for my call this morning was to tell you that we wanted to make this right at no charge to you.

I am offering that Renewal by Andersen of San Francisco will install another window in that opening, that would meet egress, and would be redesigned to hopefully something you would like. We will do this at no cost to you. We want you to love your windows, like 99% of our customers.

If you are not interested in that option, we will no longer contact you and respect your privacy.

I did not want to cease communication until you understood why I was calling today.

Please let me know by Wednesday, 11/25/15, if you would like us to move forward and replace that window with one that you will hopefully love.

If I do not hear from you by then, I will understand that you do not want to replace the window in your front bedroom, and we won't reach out again.

I sincerely apologize for your frustrations to date, but I hope you understand that we really do want to make this right.

Warm Regards,

[redacted]
[redacted]
President
Renewal by Andersen of San Francisco
[redacted]
C: [redacted]
F: [redacted]
E: [redacted]@RenewalBayArea.com
website: www.RenewalbyAndersen.com

[redacted] called ahead to let us know he was on time. He was pleasant and polite and was quick to solve our window problem. Asked if there was anything else he could help us with and wished us a happy holiday. He is a great representative for Renewal by Anderson.