Renewal by Andersen, Rancho Cordova CA

I received a consultation in Central Valley area by to get replacement patio doors and kitchen window. The sales representative (Matt) gave a very thorough presentation reviewing the variety in doors and windows available and samples of the window material. I was impressed and definitely came out more knowledgable regarding the difference between vinyl and composite.
Although, the overall price for the entire project was over my budget, I was considering to proceed with the project in smaller in increments. My main disappointment was the post-consultation phase - primarily in the communication via email. The representative was not timely in sending me the followup that I had requested after the in-home visit. I had requested a quote for non-french door via email which the sales rep Matt took few days to send. I then further requested modification of price comparison with "vinyl" to which his response was pretty curt - stating that "if you are thinking of going with Vinyl, you might as well stay with what you have "Free! ". It could be misinterpretation but I sensed a bit of sarcasm in that comment eluding to my lack of willingness to spend money.

I further send in another request to get a price for just replacement of my kitchen window since that was more important to me since I wish to have flow from kitchen to my backyard for BBQ etc by converting my current window to a "pass-through" window. Sadly, I never got a response to that quote. To my dismay, the quality of the product has been overshadowed by the lack of customer service - the final impression being that one small project (although more affordable for the customer) is not worth the company's time.

Inserts look unfinished. Salesman won’t return calls. Installers indicated he was confused as to why some windows had full casements and three were inserts. Furthermore painting was scheduled 1 month after installation but when painting was scheduled it was too cold and will have to wait until next spring.

The lack of customer service from a company that has the audacity to charge three times more than the leading competitor is appalling! We hired RBA Sacramento to replace ALL our windows- 26 total. I will start by saying that my main complaints are in response to poor management customer service and inexcusable mistakes made in ordering, not the actual product. One of the items we replaced was a large sliding glass door. We discussed AT LENGTH both with the saiesperson AND the rep who came out to measure everything that there was likely going to be dry rot around the old door frame that would need to be repaired. Obviously we wouldn’t know how bad things were until they took the old door out and we agreed there might need to be an additional charge if the dry rot was more extensive than expected. Totally fine and reasonable. So imagine my surprise on install day when some manager I’ve never met before- Michael- walks into my house without knocking or ringing the bell and tells me in a very aggressive tone that there’s a problem. He tells me there was dry rot around the sliding door (not a surprise) and that THEY DONT FIX DRY ROT AND WONT INSTALL THE DOOR! Oh- and this was AFTER they’d pulled out and trashed the old door so there’s now a huge gaping 8 foot opening in my house. Michael tells me I need to get a contractor to fix it. Anyone who has done any home remodeling recently knows it’s impossible to find a contractor on short notice. Then he tells me “their” contractor might be able to come take a look in a couple of days. So being stuck I had to agree to their contractor. An hour later, a different manager comes over to tell me there are more problems: 1) they workers broke several of our roof tiles while installing one of the upstairs windows and 2) they ended up ordering the wrong window for another upstairs room and we have to wait 4-5 more months for the correct one. They did end up getting their contractor over the following day to repair the dry rot around the sliding door but when they installed the new one, we discovered it opens on the wrong side and there is no way to make the opposite side opening work with the way the room is set up. So now we have to wait 4-5 months for a new sliding glass door too! And the piece de resistance: part of what you pay for in the exorbitant cost is for them to come back within 2 weeks of install to touch up the wall paint that is unavoidably damaged when getting new frame-in windows. But now they are telling us they won’t come back to do that until ALL windows are installed so we are expected to wait 4-5 more months before we can rehang curtains or push furniture back near the windows as they need to be kept clear for painting. This company REALLY needs to understand that if they expect folks to shell out the big bucks, they need to drastically improve communication and customer service. Very disappointed and would not choose to do business with them had we known how badly we’d be treated.

After I have emailed them numerous time and even after I called and spoke to someone on the phone to remove me from there email list I’m still receiving multiple emails from them a day to buy there product. I don’t even know where they got my email. Extremely unprofessional

Pretty underwhelmed by their customer service. Had to wait a week for the tech just to tell me he couldn't give me a quote. No explanation no anything and no solution. I will definitely not ever use them or recommend them to anyone looking for an upgrade or remodel.

From initial meeting with Tyler Hilton to the final adjusment, all went well. All windows and sliding doors replaced in May. Have been saving on electric bill since then.

I applied for a job here and got an interview. They led me to, and trapped me in a windowless room and locked the door. The assignment was to create a window to escape from. I did not pass the test. I'm still in the room. Please let me out.

During a nine-week period from the date of install of four doors, Renewal by Andersen (RBA) Sacramento staff and contractors had to return four times to perform additional work, including:

1. Removal of debris left on site, specifically old door trim that had been left on our grounds.
2. Removal of stucco that had spattered around the trim of all four doors, as well as stucco that had been initially applied in such a careless manner that it extended from the bottom of the walls onto our deck.
3. Replacement of an exterior light bulb that was broken (but not reported to us) during installation. Actually, the install manager subsequently dropped off (but did not install) the light bulb. Since the bulb had been broken above its base, plyers were required to carefully remove the base from the socket – work that should have been completed by RBA Sacramento staff.
4. Re-installation of a door handle and door closing cylinder that were a different color from the door and screen.
5. Re-adjustment of doors that did not close or lock properly.
6. Re-painting areas where color did not match the surrounding wall.

Our experience with RBA Sacramento also includes receiving conflicting information from the service coordinators and unreturned calls from their supervisors.

Nine weeks from install, we remain dissatisfied with the attempts to match the exterior paint surrounding three doors and the gaps above the screen doors and the door frames. Regarding the screen doors, we were assured through email by RBA Sacramento’s service coordinator that the screen doors could be adjusted to remove the gaps. However, when the technician arrived, he essentially told us that the screen doors could not be adjusted and that we would just have to live with the gaps.

Bottom line: We are extremely happy with the Renewal By Andersen doors. We are extremely unhappy with the careless work and lack of professionalism by Renewal By Andersen Sacramento.

Finally, we would like to say that we summarized the concerns above in a letter addressed to the owner of RBA Sacramento, but she never responded.

Very responsive customer service! The window and door quality is excellent with Renewal by Andersen and it was great working with RBA Sacramento on our project.

This has been the worst experience with a company in home repair customer service ever. They never call us back. They give us no timeliness. They installed poorly, made serious damaging mistakes and will not call or get back to us. Beyond this they are the most expensive company in town. We thought with an extreme cost would be the most professional and on time experience and it has been the exact opposite.

Edit:
The company reached out and we settled on an agreement. I appreciate them taking time to get this worked out. I also want to note the windows themselves are very nice as installed but with that said the logistical nightmare of this experience will point me elsewhere in the future. I've increased the rating based on my recent discussions with the company.

Original:
This was the first large purchase for our new home renovation. We were told that the quality and service was superior to others and chose this at a large markup. Our first round of window installation didn't go well as the frames were crack, damaged from install or factory faults. We waited for weeks before they even could confirm our reorders and it took me calling every day to get these moving along. Eventually we had order confirmation and about another month to go for install. Once the new frames came for install there were some defects and when the operations specialist came to the site we agreed given all the issues I faced that we would have a 10% discount. Now today I'm being told that they didn't agree to that and they can only do $1k max. I will never use this company again and will highly discourage others from using them.

There are 6 in this house. We use the slider a lot and it's nice to call the office and they send someone like Eduardo to tighten and lube it up. Now, my door is like new again! It is 4 years old but sure looks new!

I replaced two French doors with Andersen Renewal sliding glass doors. The entire team has been top notch, knowledgeable and friendly. They show up on time and have been great to work with. I am giving a special acknowledgment to Stuart, who has been working “above and beyond” to help me with issues regarding one of the doors. I have confidence that Stuart will help fix the issues and they are really working hard, which I appreciate.

Daryl Smith did superb job to measure windows for installation. He explained in quite detail on what need to be done for each window. He took off his shoes inside the house to keep it clean. He is true professional.

After complete window installation a few minor problems needed to be rectified. The techs have done a great job. Latest was a replacement of screen, Eduardo was great he was polite answered some questions I had. Before leaving made sure there was nothing else he could help with.

We had a lock added to a sliding door. Edwardo came 2 hours early (after calling to check that was OK) and did the job in minutes. Very professional and very nice!

Our job started back in July of 2021. There was an incident with the door installation and the glass was broken and the door needed to be reordered. Anderson's Supervisor "Cody" came out and replaced the glass with plexi-glass. Cody was an excellent representation of your company through this 10 month ordeal. Others who were outstanding were the repair/replace team you sent out Stewart & his assistant, (whose name I don't recall), along with your painters Ray & Santiago. Along with Stevie in customer services. These people were the saving grace for the fiasco that was this installation. Had it not been for the supply chain problems I believe this would have been done much sooner. AGAIN; those people mentioned in review went above and beyond to see to it that we were well taken care of, Thank You Cody, Stevie, Stewart, Ray & Santiago. ;-)