Renewal By Andersen of Western PA

I am representing my mother-in-law in this matterShe is the one who signed the contract with the companyMy wife and I were also present. My mother-in-law is an year old widow, with various health problems, does not own a computer, and does not need any additional stress. I have her full support in submitting this complaint on her behalf. My wife also whole heartedly agrees, that Mr *** totally mis-led us from the beginning.My complaint is two fold:During Mr ***'s presentation, he showed us a cross section of a new window, it was solid pine wood on the interior, and some kind of man made resin at the exterior. He specifically told us that the new windows would be be just like the existing ones, wood inside, only maintaince free outside. At no time during his hours long presentation, did he mention that the new windows would be "wood veneer" inside. We would never have purchased them, had we known that!2. When the installers brought the new windows to the residence, upon examination I noticed that the weatherstirpping at the bottom exterior was missing. And, the weatherstripping at the exterior top and sides was not making full contact with the frame. The lead installer agreed and stated that something was definitely wrong, and that the their service man would fix the problem. Mr*** met with me on site the next day. He maintained his arrogance, (That he did nothing wrong by misleading us from the beginiing) and argued with me that the faulty weatherstripping was not weatherstripping, but could provide no explanation as to what he would call it. He finally agreed with me that there was a problem, and stated that a service man would fix the windowsA few weeks ago, a service man did come and install new weatherstripping at the exterior bottom of the windowsI can't understand how windows would leave the factory looking as shoddy as they do? We paid top dollar for these and recieved some kind of composite windows (not the wood we were promised) of very poor quality and workmanship. Over months have passed since the windows were installed, and they still have not been fixed as promised. When is some one from the company going to actually address our complaints, instead of simply dismissing and ignoring? Thanks for your assistance in this matterBest Regards,*** ***

The Renewal by Andersen retailer and Mr. [redacted] have provided information to you regarding this complaint.  The individual who has filed the complaint with the Revdex.com is not the individual who signed the contract with our retailer.  The  Renewal by Andersen retailer went to the...

customer’s home on February 10, 2015 and replaced some weather-stripping for the customer under the terms of the Renewal by Andersen limited warranty.  I am attaching a copy of the Renewal by Andersen limited warranty to this e-mail for your review and reference. The customer was shown a corner section sample of the product by the salesman, [redacted] at the time of the sale. This would clearly show what the product looks like on the outside as well as the inside. At this time we believe that we have responded to the customer’s concern who signed the contract with the Renewal by Andersen retailer. If there is something further that we can do in this matter or if I can further clarify anything in this matter please let me know at your earliest convenience. Very truly yours, Regards, [redacted]Service Quality Assurance SpecialistRenewal by Andersen Corporation###-###-####

This is our final response.   The window that is on your contract is the window that you purchased.  You were originally looking at our double hung cross section during the product consultation.  You ended up purchasing our casement/awning/fixed window product line.    The function of the rain-screen is to assist in deflecting water from breaching the primary weather-strip. The rain-screen is not installed at the bottom of the sash for drainage purpose. The rain-screen was not intended to be required to meet the frame due to manufacturing and installation variations.  Regards, [redacted]Service Quality Assurance SpecialistRenewal by Andersen Corporation###-###-####

Review: Mr. [redacted] totally misrepresented the window products from the beginning.During his sales pitch, he showed a cross section of the window sash. The sample was wood on the interior (which is what we wanted, to replace the existing wood casement windows), and a composite material on the exterior. He told us that the new windows would look like the existing ones from the interior, and be white on the exterior. When the new windows arrived on site, they were not wood at all, but a wood veneer on the interior, instead of a solid wood. Ay no time during his sales presentation was the term "wood veneer" ever used.Upon further inspection of the windows, the exterior weatherstripping on all of the windows was found to be defective (very poor Quality from the factory).I expressed my concerns to the lead installer, who referred me to Mr. [redacted] via the telephone. He said that he would meet to discuss later that day.On the following morning, Mr. [redacted] did come to meet with me. He expressed no remorse or concern about misleading us about the wood veneer, instead of solid wood interiors. He just tried to come up with some lame excuses.We then walked around the exterior of the house and viewed the shoddy craftsmanship on the new windows. Again, instead of apologizing, all he wanted to do was argue with me, and try to tell me that the exterior weatherstrip, was not weatherstrip (after 30 years in the window & door business, I think I know what is and isn't weatherstrip).The Andersen service man has yet to fix the problems.What really bothers me is that Mr. [redacted] was very arrogant and unapologetic, when he new very well that I was unhappy with him and the new windows. I don't treat me clients that way.He is running one of the biggest scams I have ever seen in my life. (The new windows are not worth even half of the purchase price) Mr. [redacted] needs to be censored in some way, before he "rips off" anymore unsuspecting people.Desired Settlement: Refund the purchase price.

Business

Response:

The Renewal by Andersen retailer and Mr. [redacted] have provided information to you regarding this complaint. The individual who has filed the complaint with the Revdex.com is not the individual who signed the contract with our retailer. The Renewal by Andersen retailer went to the customer’s home on February 10, 2015 and replaced some weather-stripping for the customer under the terms of the Renewal by Andersen limited warranty. I am attaching a copy of the Renewal by Andersen limited warranty to this e-mail for your review and reference. The customer was shown a corner section sample of the product by the salesman, [redacted] at the time of the sale. This would clearly show what the product looks like on the outside as well as the inside. At this time we believe that we have responded to the customer’s concern who signed the contract with the Renewal by Andersen retailer. If there is something further that we can do in this matter or if I can further clarify anything in this matter please let me know at your earliest convenience. Very truly yours, Regards, [redacted]Service Quality Assurance SpecialistRenewal by Andersen Corporation###-###-####