Horrific Experience
My wife and I hired Renewal by Andersen to replace two windows in our home: one in our bathroom and one in a spare bedroom. A salesperson visited our home on March 28, 2026, and walked us through the product, installation process, and timeline. We agreed to proceed and signed a contract. About a week later, a technician came to take final measurements for the windows. Unfortunately, the project encountered serious problems after the final measurements were taken. We waited the estimated 10–14 weeks for the windows to be manufactured and scheduled installation for June 18. When the installers arrived, one entered our backyard without introducing herself or speaking with us first. The second installer came to the front door, where my wife greeted him, and began inspecting the bedroom window. After taking measurements, he determined that the replacement window was approximately two inches too large. The installers then checked the bathroom window and found that replacement window was also too large. Over the next couple of hours, there were multiple phone calls and discussions about whether modifications could be made to the window openings. Ultimately, it was determined that neither window could be installed, and the installers left without completing any work. To make matters worse, after removing and reinstalling trim in the bathroom during their inspection, it was not properly secured, caulking was not reapplied to the seams, and debris was left on the floor. While mistakes can happen, I expected our home to be left in the same condition in which it was found. Shortly afterward, customer service informed my wife that entirely new windows would need to be ordered, requiring another 10–14 week wait because it was "unlikely" our order could be prioritized in manufacturing. This delay has also affected our contractor, who is renovating the bedroom. On June 22, he contacted our salesperson, seeking an update because the failed installation disrupted his schedule. He was told the project manager would contact him, but no one ever did. I also called Renewal by Andersen that same day and left my name and phone number requesting assistance. I never received a return call. When project manager finally got back to me, I informed him I was heavily unsatisfied and that I would like to cancel the contract, fulling willing to negotiate and pay the 25% "late cancellation fee", to which I was informed that cancellation fee only applies for the last day of the free cancelation period, to the time the final measurement is done. The second the order has been placed, im on the hook for the entire order and supplies used to manufacture the window, even if it hasn't been build yet. This was mention on the contract no where. Overall, this entire experience has be aggravating, disappointing and horrific. Between the incorrect measurements, failed installation, poor cleanup, lack of communication, the prospect of waiting several more months for windows that should have been manufactured correctly in the first place, the lack of willing to negotiate to evidently satisfied an disgruntled customer to which I technically am still. Our confidence and "trust" in this company is irreparable to this point. There are only two options I can see to make this situation satisfactory for myself and my wife.