Renewal by Andersen of Maryland

Terribly. The rep was surly, disrespectful and rude. He did not possess a business card or present any identification (except for wearing a t-Shirt with "Renewal by Andersen" stitched on). Upon his arrival, he complained about having to walk up 1 flight of stairs; made inappropriate inquiries and remarks relative to (his presumptions about) me and my l life - in personal terms. After less than 10 minutes, he said his appointment was a waste of his time as "they (Andersen)" had been asked to quote replacement of my windows previously. That statement was incorrect and I corrected him explaining that a number of years ago, I had invited Andersen to quote on a purchase & installation of a replacement exterior door (ONLY) from my terrace from the sunroom. (The previous sales rep eagerly took it upon himself to maneuver the NEW DOOR appointment into a glass/windows opportunity -though that had not been requested.) The rep on 9-10-19 promptly proclaimed (without even measuring all the sunroom windows; without even entering my kitchen for survey and measurements there, and without any examination of the exterior of any of the windows installations (which are not visible from inside and can only be seen on ladder - at 3rd floor level) that "he" would only estimate tearing out the entirety of all intended windows, casings, framing, inside & out and including the front exterior of the building, etc, demoing an area of approximately 13+ft W by 14+ftH . In other words a huge area of my owned condo "Unit" (windows & interior) and the Condominium Association's 'Common Elements- exterior/ "building" would be set for demolition to accomplish window replacements). Really? He also said he needed to "tear out all the bricks" ...; however there are no bricks whatsoever in this frame construction building. He said his only estimate would be the most destructive and expensive plan - take it or leave it. When I asked why so extreme and arbitrary (and so rude), he said because water intrusion had previously occurred at the exterior sunroom door his company was asked to bid on replacing several years before BUT MORE IMPORTANTLY because (he) said IT IS HIS REQUIREMENT, PERIOD. (For the record, the water intrusion at the sunroom door (across the room from the windows) had been caused by the original builders failure to install head flashing over the original poorly fitting exterior door.). Also for the record, the subject door was replaced and flashing addressed several years ago. Needless to say andersen's employee was completely unprofessional (no business card, no ID, no product information), his personal and inappropriate comments, his cavalier attitude and expressed intention to estimate only the most costly and most destructive installation method--: destructive to *PROPERTY (*Unit owner's & Condominium's) and his refusal to provide a written explanation (or to make a) presentation to the Condominium Board of Directors as to WHY Andersen would have a NEED (?) to tear down the front of the building to install replacement windows (unremarkable window replacements being a feat routinely accomplished in our community of 120 individual owners/units). Andersen's employee's "required method of installation" was promulgated without any inspection of the exterior elements. After being consistently disrespected (offended) I had had quite enough. There was no estimate; nothing. Andersen's rep was promptly asked to leave and sent on his way 15 minutes after his arrival. A short while later, I called to speak with his employer (Renewal by Andersen) and found myself terminally on hold in an appointment setting call center. After considerable time on-hold I was able to obtain a local phone number in Rockville. I spoke with a showroom manager who assured I would get a call back. That was two days ago. ... Still waiting. THIS BUSINESS IS TERRIBLE; DISRESPECTFUL AND INCONSIDERATE OF (POTENTIAL) CUSTOMER'S VALUABLE TIME. I DON'T KNOW HOW THEY REMAIN IN BUSINESS. IT'S ONE THING TO SEND OUT A DISGRUNTLED REPRESENTATIVE AND THEN QUITE ANOTHER TO HAVE TO ADDRESS A REALLY BAD CUSTOMER EXPERIENCE (IF YOUR COMPANY REALLY CARES); HOWEVER - NO CALL BACK? REALLY? Your company's methods and practices are not only unprofessional but unethical. Additionally, your representatives need training to check themselves before making unsolicited, inappropriate comments or inquiries of a personal nature (such as age, disabilities, income, perceived family relations, spending habits) etc.

The consultant was very thorough in explaining the materials and warranty. She worked with us to explore possibilities and make the discounts work to reduce the price. After we decided to secure the contract, she also worked with us to extend the pricing should be decide to replace the rest of the windows in the house within a specified time period. The workers arrived as expected, on time and replaced the windows in short order. They secured the space against lead exposure, cleaned up after themselves and completed the job. There was only one extremely small issue I had with one piece of trim and expect it to be rectified soon. The windows are gorgeous and work well. I have stained the inside wood to match the existing knotty pine and they make the room quite beautiful.

Could not meet when we wanted; therefore, we hired another provider.

They did a nice job. I got exactly what I asked for. They could have made the price a little easier. They were the most expensive of all the window people that we interviewed. They had a better reputation and I had also used them before.

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