Renewal by Andersen Boston

Quickly. Day and a half. Had to do some work on drip caps and company had them do the work for no extra.

Excellent quality of work and solid materials.

Not well. We sent them the following letter today and are considering engaging legal counsel. They broke a window, gouged trim, split siding, and damaged a $23,700 carpet -- and have yet to respond to my email or phone inquiries, but for a call from an administrative assistant, Joanne Smith, who said she had no authority to take any action except to pass along the information to Nathan Daniels, the Operations Manager, Brian King and Nathan Dias. I sent them the following letter today: Via Electronic and Certified Mail Nathan Daniels Anderson Renewal 30 Forbes Rd Northborough, MA 01532 Kimberly Welch Vice President, Corporate Affairs Anderson Corporation 100 Fourth Avenue North Bayport, MN 55003 Office of the Attorney General Consumer Advocacy & Response Division One Ashburton Place, 18th Floor Boston, MA 02108 Re: Customer Complaint re Damages Incurred at XX Street, Cambridge, MA During July 13-14, 2017 Installation of Anderson Renewal Sliding Doors Dear Mr. Daniels and Ms. Welch: I am writing to follow up on a July 17, 2017 call to your Northborough office regarding damaged sustained to our home and personal property during installation of three sliding doors by Anderson Renewal Northborough. This damage included: 1) a broken window; 2) a 2 1/2 x 1/2 x 1 inch gouge to the trim; and 3) a tear in a museum-quality, hand-woven Oriental rug whose current approximate value is currently being determined but had been earlier appraised between $25,000-30,000. During that call, I indicated to your office that the rug had been rolled up and placed against the wall of the third floor bedroom, approximately 15 feet away away from the installation site ("Site"). The carpet was in perfect condition when my wife rolled it up on Wednesday, July 12. When I left the Site at approximately 6:20 pm on Friday, July 17, the carpet was still rolled up and against the wall. My wife and I returned home at approximately 11 pm on Friday night to discover the carpet had without explanation been picked up, moved, partially unrolled, laid askew in the room and cleaned with a heavy duty, industrial vacuum. During this process, the carpet sustained very serious damage, with an approximately one foot portion of the fringed sucked into the vacuum and ripped from the body of the carpet, completely destroying that part of fringe, and damaging the body of carpet. These original materials, which could have been used for any repair, were discarded or otherwise removed by the workers from the property for reasons that have not been explained to us. I conveyed these facts to your office on the July 17 call, and also on a call (not returned) to Kathy Dubey, the main contact person with whom we had been dealing on this job. I also informed your office that the carpet, more important than any economic value, had great sentimental value to our family, and that my wife was distraught at having our personal property treated with this level of carelessness and disregard. Your office indicated that you would confirm in writing that Anderson (the "Company") had been notified of this damage and that I would be contacted by a manager on specific steps would be taken to address this damage, and a timeline for executing those actions. Neither of those promised communications has occurred. We have not received any such written confirmation, or been otherwise contacted by any representative of the Company. Additionally, during our call, I gathered that Anderson was not immediately informed of the damage to the carpet, but apparently was only notified after I sent a picture of the damage to the carpet via text to a member of the work crew who had been designated my point of contact the morning after the installation. This impression may be mistaken. If true that the damage was not timely reported, this would compound our concern over Anderson Renewal's conduct on our property and trouble us a great deal. With this said, the crew was working hard and into the evening, so it may have been that they intended to communicate this on Monday. For this reason, I am requesting some additional information from you, as detailed below to sort out precisely what transpired in our home in our absence during and after installation. When we contracted with Anderson for this job, we were led to believe that the job would be carried out with a high level of care. We relied on these assurances, and certainly assumed that our personal property would be respected when we invited Anderson into our home. We now feel that trust was misplaced. We had every reason to expect a level of professional conduct, responsiveness and service that has so far been lacking, and are extremely disappointed. We understand that mistakes can occur on any job--although why a piece of our properly would be moved and then mishandled with an extreme level of carelessness remains unclear to us--but when they do the Company is obligated to take steps to rectify them fully and expeditiously, and to be forthright. As I also mentioned, all the members of the work crew were very friendly and extremely hardworking. But you'll understand our anger and confusion at what happened, and our frustration at what the response to date has been. As soon as possible, please provide me with a description of specific steps the Company intends to take to address the damage to our real and personal property described above, and the timeline according to which these steps will be taken. At your earliest opportunity, please provide me with the following information: 1. Any information conveyed to Anderson Renewal by the individuals present at the Site as to why the rug was moved, why it was vacuumed, how the damage occurred, whether damaged portions of the carpet were without permission removed from the property and/or discarded and, if so, where they are; and whether and when damage was reported to Anderson Renewal. 2. Copies of any correspondence notifying Company of any damage sustained at the Site, including but not limited to damage to windows, trim, exterior siding and personal property. 3. The date on which Anderson was informed of any damage to the Site and any information, including any copies of any correspondence, from individuals present at the Site regarding such damage, including to any personal property. You may contact me with any questions at XXX or XXX with a copy to my wife, XXX, at XXX. All substantive communication with me should be followed by written correspondence. Please also let me know who specifically I should be dealing with on this matter in your Northborough Office so we can sort this out efficiently--my wife and I are extremely busy and were not expecting to have to spend significant amounts of time on a matter like this. We in addition have three small children and are not comfortable having a broken window in the house. We would like this resolved as soon as possible. I have already initiated contact with Anderson's Headquarters in the hopes they will be responsive and can facilitate resolution of this matter. Regards, XXXXX

After wasting many hours of my time they couldn't do the job. I had to go to their office to find out what was going on. The job required install of new door but in the end said they couldn't perform the additional work around the door. They are not equipped to perform anything outside of a replacement door.

Appoitmment was all set then I get a call saying that it was my responsibility to find out if I was in a historic district. I did get a call from the company to discuss but I am still perplexed as to why the "customer" must confirm if the "company" can do the work. I appreciated the call but no answer was given as to why they put the responsibility on the customer. This is a company with a clear lack of leadership and not customer centric! If you can't work in Boston then don't advertise here.

Everyone was great. Mark came out to the house twice to go over things before we signed the contract. He was thorough and answered all our questions. The measurer was prompt as were the contractors. Everything was done in a little over half a day. The windows look fantastic and my house is warm again. I've already given one of my neighbor's Mark's card.

Mark and Dana outdid themselves with the install of my Andersen Renewal windows and patio slider. Everything looks beautiful and, they cleaned up all of the mess (and then some!) I was so happy that I've contacted the sales rep to do a couple of windows and another door which I'd decided to wait on.... seems like when you have capable people, you should appreciate that and move forward instead of waiting and not knowing what or who you'll get. VERY pleased!

While the windows themselves are lovely the service I received was terrible. They scheduled the installation but didn't get a parking permit so had to reschedule. Again they didn't get the permit. They were able to install but had to come back a third time to finish. I was told their office would coordinate everything with my condo association but they didn't do anything. They make a big deal about how great their service is but don't live up to it at all.

Went very smoothly. Professional work.

Mark and Dana were courteous and professional. They completed the job in one day. They laid down plastic to protect the floors and cleaned up afterward.

Windows and installation was great. These are not cheap windows but I think we got our money's worth. Work was done In two stages a year apart. First the front, then the back and side. They gave us the same price per window in phase 2 that we got in phase In 1

Once they got here all the work was done well and correctly. It took longer than 10 weeks to get the windows. The start date was pushed back twice and they tried to extend the time frame again. I had to make a phone call to the salesman to complain. They are coming back on Wed. of this week to hang the outside shutters and replace a lock on one of the windows.

As stated above, Kurt's work was outstanding.

Once I made the decision to replace the door, I called for an appointment and met with a representative the next day.I pretty much wanted to replace the door with the same size and style so it was an easy decision to make.A convenient date was set when the scheduler called.It would be installed in three weeks.The day before it was to be installed, I got a call that it would be two days later. That was a little inconvenient, but something I could reschedule.Scott Roberts and Matt were the installers and they arrived on time.They were very professional and they put up covering to keep the inside free of dust, insects,etc.They worked non-stop until the job was done maybe 6 hours later.They cleaned everything up and left me with a brand new slider. It looks fabulous and I am very happy with my door and Andersen Renewal.We have had some pretty bad storms since the door was replaced, and it is solid and dry.I knew it would be.

awesome, I like them so much I'm replacing 4 more windows- ? late Nov. little pricey but I love the windows and have asked for the same team/manager. they left the place cleaner than when they started. one guy even vacuumed the hardwood floor in the living room

James Coscossa & his team of Cam & Preston were very thorough and attentive. They went the extra step to make sure everything was done correctly. They didn't just pop in the windows & hope for the best. They worked to make sure everything was even & despite our crooked construction, fit great! We know we paid extra for quality & it was awesome to have quality installers to go with it!

Workers showed up on time and completed it early. They blocked off the work area from the rest of the living room with plastic sheeting from floor to ceiling. They replaced the window and then cleaned up afterwards. We had also used Renewal by Andersen 10 years ago to replace all of the other windows in the house and had no hesitation in going back to them. We even had a tree fall against the house that damaged a window screen. Windows were still under warranty, and they took the window number from the frame, had another screen made, and came out to the house to replace the damaged one. Excellent customer service.

Very well. They showed up on time and finished within one day. Original estimate was it would take 1-2 days to do the work. Everything was clean inside and out when they left.

My folks had new windows put in on the second floor this spring(2016). The consultation process was quick and easy, and the sales rep pointed out ways to save money based on installation date and special energy efficiency programs. Shout out to Doug Szynal and crew for the installation! The installation was done in one day, and the crew not only had it down to a science, but literally left the areas cleaner than when they got there(RIP dust bunnies.) They were knowledgeable and personable. Noticing other projects in process, even made suggestions to improve completion based on their knowledge and experience. Space being limited, my Dad let them know that he would move the bed in one of the rooms once one window was complete to access the other more easily. The worker's response was simply. "Don't even worry about it. You did the hard part paying for everything, let us do all the work from here." This stuck with me because, not only was it good service, but it showed that they took ownership of the process. Before leaving, Doug spent time sitting with my Dad going over all the paperwork, and answering all of his questions. He took him upstairs to see the windows, and physically show him how to operate them(they are the kind that tilt in for cleaning etc.), again making sure any questions were answered. One screen was damaged when they went to install it. They noticed this, pointed out the issue to us, and called immediately for a replacement to be ordered. They scheduled a worker to come out and install it for us to insure no further issues. The replacement screen arrived on time and again the worker was polite and pleasant. We had actually forgotten he was coming and didn't realize he was there until he called from our driveway. When we apologized for him waiting he said, " No worries, I would have waited an hour if I had to in order to make sure you got this taken care of." All in all, the windows are great and the service was wonderful. Hopefully we won't have to replace windows again anytime soon, but if we did, we would certainly call them again.

We have used Renewal by Andersen several times before and were once again very pleased with the whole process, from the original sales call to the final installation. Kurt and his crew installed the windows in the time allotted. Installation is perfect and they did an excellent job of cleaning up and going over everything with us.

Mike Welch and his crew (Matt & Gregg) arrived ready to work and work they did. They were laser-focused, indefatigable, super competent, considerate, friendly and very professional. And, they were a pleasure to have around. Mike and his crew were so skilled, helpful and personable, it felt like we were with family. The quality of the materials used was excellent and the windows were installed perfectly. Mike and his crew made sure that everything was done to our satisfaction and they cleaned up and hauled away all of the collateral debris. We had a great experience with Renewal by Andersen and could not be happier with the results. Thank you Mike, Matt, and Gregg!

This winter we noticed that the bottom quarter-round interior molding on one of our 2009 vintage Anderson casement windows looked peculiar and by March it looked like it had "exploded". Closer examination showed that the same molding on another window in a different room showed early signs of failing the same way. In both cases, it was the left window (viewed from inside the house) that was failing and the right window showed no signs of deterioration. On March 16, Barry Verville inspected the windows, was as puzzled as I, checked their provenance, and ordered replacements. Andersen called when the replacements were ready and arranged to install them on April 14. Barry arrived at the appointed hour and started prepping the defective windows. His helper, Bob, was stuck in traffic and arrived just in time to lift the windows down from their frames. With the pair of them, the new windows were quickly installed and Barry carefully tweaked them to open and close perfectly. Clean-up was immaculate and, except for the finish which we have yet to apply and the lack of bird imprints on the new glass, one would never know that half of each pair of windows had been replaced. I'd be remiss not to compliment Brian, the supervisor who managed all this, and Bree (sp?), who has the best telephone presence I've ever experienced.

They could have had better pricing. I think their punctuality was okay.

Work was done over a couple days. Installation went more or less ok. Very high pressure sales dept, pushed pushed pushed. Installed windows are not as warm as older ones I had replaced. Also, they are noisier. I would like to add storms to make them as warm as the old windows, but that would void warranty. I had some other windows replaced by a different company a year later, they are quieter, warmer, triple pane instead of double, have a larger glass area, and were less than 1/3 the cost. I think this was the worst renovation rip off I've experienced in 29 years of home ownership. They did come out and look at the install after I called to say they were not as warm as the previous windows, but said there was nothing they could do.

awesome! Job was done beautifully.