Renewal By Andersen

The sales person was nice and had a good presentation as to why Renewal was a cut above their competition. I believe she answered questions to the best of her ability, and worked to show how their product was a good solution to our needs for some replacement windows. After installation of the 4 windows, I noticed that the craftsmanship on the 2 smaller windows (roughly 16 in. x 16 in.) wasn't great, and the finish work was poorly done. Whoever measured and cut the interior framing of the windows cut the frame piecing too long, resulting in non-flush corners and overhang which was visible to the eye and apparent to the touch. My concerns around this were both aesthetic and practical. For the price of windows ($6k for 4), I expected flawless craftsmanship and detailed work. Not only was I unhappy with the way they looked, I was concerned the gaps would result in air-leakage, condensation build up, and accelerated wear on the windows. These are all things Andersen points out as defects and reasons not to buy competitors' windows. After voicing my concerns, I was told that special parts would need to be ordered and that they'd get back with me when they came in to schedule the service. Two months went by and I continued to get calls from a customer service rep who wanted to keep me updated on the progress. Each time, the progress report only informed me that the parts were still not in, and service could not yet be scheduled. After 2 months of inaction, I asked to be contacted by a manager and was told that a regional manager (Joe) would reach out to me to address my concerns. After we left one voicemail each for one another, he made no further attempts to contact me, provide resolution, or offer any concessions for the shoddy work and bad customer service. After 3 1/2 months of receiving no real resolution, I received a call from another customer service rep letting me know they would have the parts and could repair the windows in 3 weeks. They told me they'd reach back out to the regional manager to ensure he'd follow up that day, and follow up themselves the next day to confirm he had. It's been almost 2 weeks and nothing from either of them. I called the main office today to speak with someone else about the issue and confirmed the repair date and that again I'd receive a call from Joe. They also admitted that the parts needed were never even ordered until March (3 months after my installation and request for repairs), despite being called dozens of times and being told the issue was being addressed. My overall review is this: If you're toting yourself as the best, and charging the most, you should do the best work and give service in line with what you're charging. In this case, I have not received the best quality or the best customer service you would expect from spending $6k on 4 windows. The only reason I haven't given straight F's is that the 2 other windows seem to be of the quality and effectiveness advertised.