Door was ordered at the promised time. Guy cam out and measured, said it would take about 6-8 weeks. Door came in and the door was on the wrong side. We had to wait another 6-8 weeks for the replacement to come in. In the meantime plastic bags had to cover the door.
I was very excited to get my new windows. The company seem very eager to get my business. However after getting my windows installed there was a air leak issue. Trying to get a hold of someone was/is awful. The numbers and emails I was given none returned any of my messages. Finally after my husband left a very angry message they called to schedule a visit, then never showed or called..After weeks of phone calls and emails a tech has finally visited to assess the issues, I was told they would get back with me in a few days...its been a few weeks. These are very expensive windows to have such not up to standard customer service.
It;s been 3 maybe 4 months and the project isn't complete. Back door will not lock. Kitchen door opens right and should open left.
I really like the windows, it has totally changed the view (we had double hung previously) and opens up the house to the outside. The windows are more expensive than the other bids we had, but the quality is superior to other products. We have had 2 incidents where condensation occurred on middle bay window only none of the other 19 RBA window in the house have had any condensation. We reported the issue to Todd C., provide pictures. He sent a RBA booklet discussing why the condensation occurs. Never the less, doesn't make sense that 1 out of 20 windows has had condensation.
Communication with the office not as good as in 2016 when I first commissioned Andersen.
Product seems great. Installation process mostly also great. However, the process began over five months ago, and at this point repair and finish work is still incomplete. Now the process is apparently at an impasse due to demands for more money, contrary to the original agreement.
Nathan, Sexton and Martin did a superb job of installing.
Good job clearing up the miscommunication between the sales department and installation. The delivery was outstanding. The installation team was the best I've ever seen. The installers did a phenomenal job particularly on the finishings! I would definetly request the same install team next time.
Missed date commitments, wrong windows, miscommunication, and generally unprofessional. I would never consider recommending Renewal by Andersen to a friend or colleague. The windows are a great product, the sales staff was great (if long-winded), and the installers were great. There was poor hand-off between internal teams, and several miscommunications. The total time from deposit to finished windows was about 6.5 months, or 4.5 months beyond the initial commitment.
The first crew arrived on October 23, 2017, and said there was a problem. The new windows were a bit deeper than the old windows and our interior wooden plantation shutters were preventing the new windows from being pushed into the frame-out. This eventually proved to be false after we had torn out the shutters unnecessarily. The second crew, different than the first, arrived on November 20 and spent the day installing the windows. To put it bluntly, they did everything wrong. They installed the windows about 1-1/2" too low, below the drip line outside. In effect, they put the windows in a trough that they themselves created by cutting out the window sill inside and installing the windows below the level where the old windows had been. Outside, there is a drip cap architectural feature under the windows that slopes way from the house to conduct water away. The installers put the windows not above this drip cap, but behind it. Regarding the cross-sectional depth of the windows, the installers fixed them about 1-1/2" behind the metal weather trim bead. This bead retains the stucco exterior at the proper stand-off. Just to be clear, the stucco around the windows was removed to facilitate taking out the old windows. Because the windows were pushed in too far, they left the wall cavity below the windows open to the weather with nothing but a flap of black tar paper covering it; nothing solid underneath the tar paper. There was no flex wrap around the windows nor was there any house wrap. They depended upon urethane foam to cover their mistakes, but even that showed daylight through around the windows where gaps were left. One window had a noticeable run-out from corner to corner that was mirrored inside when the finish trim was installed; it wasn't parallel to the window sill. I complained and the field supervisor came out and agreed completely that this was a faulty, unprofessional job. He sent out a third crew to remove and reinstall the windows. What a difference! This man and his helper knew what they were doing, removed the windows and reinstalled them properly. He cared about doing it right. We are now having the stucco around the windows re-done because of the damage. I did not want to use Andersen's stucco repairman for fear that he would just cover up the mistakes. Our stucco contractor-owner has told us it would have been a major disaster if we had left the job unremediated. We also learned that the crew who did the bad work had been outed, told of their mistakes on other jobs that had to be re-done, given extra field training and direction, yet they continue to do unacceptable work, ignoring advice against bad practices and remain employed as sub-contractors by Andersen. I can't say enough good things about the man who came out and re-did the job properly, but we are now two months removed from the first appointment and we are still not through this and it was only two windows. I am understating this experience with Renewal by Andersen when I say it has been a nightmare.