Renewal by Andersen Window Replacement

Let’s get it out of the way….yes they are expensive. For me it was worth every penny. Kept their word throughout. High quality windows and even higher quality install. Installers professional, answered all of our questions, and place was immaculately clean when they left.

We love our door just not the service we received during install. The salesman, DJ. came to our home in July 2025 we selected our product, measurements taken and we signed the contract. We found out by accident on a video call with the measurement guru, that all their doors are installed with the inside portion being raw wood. The exterior completely finished. I tried to renegotiate but we had signed the digital contract and locked in no edit on the signed deal. Every 2-3 weeks we received a call with an update on production. We were told the install would be by the end of September 2025. That came and went so I called the R-by-A office & was told the door did not make the truck to for Sept install. A day later the door miraculously appeared! They scheduled installation the afternoon of Friday, Oct 10. I received a call from the R-by-A office saying that the installer had issues with his previous install and asked if they could come the following morning, Saturday. A bit frustrated but knowing installs can sometimes be more difficult than planned, I agreed to the Saturday morning install. Saturday morning the installer arrived and began working, he told my husband that it would be an easy basic install. GREAT!! We kept check on his progress & every time we did, the installer was on his phone. Matter of fact he had even brought in a work bench to sit on while he talked on the phone! After many hours, 4-5, the installer calls my husband into the room and said he was finished. However he had a problem. The lock hardware was missing 2 screws. His words were “no worries, you can still shut your door.” “I called it in & on Monday someone will get in touch with you about fixing the lock.” Okay, but what about securing our home with no lock until Monday? The installer was out the door so fast, my husband chased him to his truck and asked him what type screw & length was needed. With his work truck already in gear, he said holding his fingers a few inches apart “about that long”. He immediately pulled out of the driveway. After a few moments our stun of what just occurred wore off. We still had DJ’s card so he called him and got his voicemail. I began searching online for a spec sheet or installation sheet that would give us the size of screw required. I found a number for customer service and called. A very nice lady answered, I explained everything that had transpired. Unfortunately, she explained that she only had info on windows and the doors were a different division. She was very understanding of our situation and transferred me to the door division. Unfortunately, the door division is an office location in Charlotte that is only open Mon- Fri. I left a stern voicemail. I increase my intense online search. I emailed DJ telling him what had just occurred. after a bit I called DJ’s phone back to back 5 times. Every time it went to voicemail I would hang up and immediately call right back. I received a text from DJ, advising me he was out of town. By this time I had found online the installation instructions for the lock and printed those for my husband. He went to the local hardware store that is less than a mile from our house and picked up several size screws. DJ was texting me and I sent him a picture & videos of the door Finally my husband was able to get the lock installed and we were able to secure our home. On Monday, I received a call from a lady in Charlotte concerning my voicemail I left on Saturday. She scheduled another tech to come to our home on Thursday, to check the install of the lock. It took him all of 5 minutes. A day or so later the lady from Charlotte calls me again. I vented to her again, and told her that we needed to be reimbursed for the stress that their installer had put us under. She said they had talked about sending us a $100 gift card. WOW! REALLY? I just purchased an $8,000+ door. As of today no gift card, no call from DJ or anyone. Be forewarned!

We placed our order in October of 2021 and was suppose to get our doors in January. When the delivery date came around I took off work and no call no show from installers. I had to call to find out it was a delay in delivering my door so installation was postponed until the end of February. I yet again took off from work to be available for installation around the end of February and no call no show from installers (Renewal by Anderson). I'm furious at this point, I called and asked them what was the issue now. They said the door wouldn't be ready until the end of March, and I still will have to pay even if I didn't want the door anymore. The end of March came and I had to call back to be told the door came in, but I wasn't scheduled for install because they figured I didn't want it anymore. Why wouldn't I want something I have to pay for? They didn't even called to make sure. Finally install day comes in April and the installers bring the door, but forgot the trim to go around the door. They went to a local home improvement store and got some casing and quarter round. They did an awful job on the trim (casing) and the quarter round doesn't match my floor. Tried calling, but no luck at any response. I tried being patient, but the cost is too much not to be right. Renewal by Anderson should've called and checked with customers after install instead of just writing them off! Never again!