I purchased 15 windows from this company in January 2020. Until recently, there have been no issues. On 9/23/23, I was in my home on the first floor and heard a crash of glass in one of the bedrooms on the second floor. When I went to investigate, I found that one of the windows fell into the room, hit the radiator and shattered the inside glass of the window. I put the window back up and a few minutes later, the same window fell out again. I called Renewal by Andersen and was told that they would have someone call me back. I reported the incident again and was told that this was not covered by waranty because it was an act of God??? I would think that there is something defective in a locked window that falls into the room. I had to put something over the window to block it from falling into the room again.
Two employees came to tape up the window and also to take a photo of the serial number. I had begun to check all the windows that I had purchased and noticed that another window in a different room did not stay up properly when opened. I brought that to the attention of David and Dennis and was told that there is something wrong with the window and they took a photo of the serial number to give to the company. The next day, Kim called me and told me that I would have to pay for the window and I advised that I thought it would be covered under waranty since I did not do anything to the window and it came out on its own without anyone in the room. She said that she would speak to managment. I then spoke to Randy, who told me that I was responsible to pay for the window, I once again explained how the window broke and he said he would speak to managment. On 10/11/23, I called back since I did not hear from "management" and requested Samuel to send me a copy of the waranty which he did and I still do not understand how this does not fall under the waranty. When I asked Samuel for an email address, he advised me that a "service agent" would call me back, Kimlyn, but she has not called me back and do not have an email address to contact them. On 10/20/23, I called again and spoke without another customer service representative and asked him for a claim number and email address and was told that he could not give me one and that a manager would call me back by 10/23/23. I have not heard back from anyone.
This customer service is awful. I purchased a large amount of windows which were very expensive. The company is not responsive, does not return calls and will not provide an email address. It has been over a month, I have room which has a taped up broken glass window and no date of when this will be repaired as we head into the cold seasons. I would not recommend anyone to purchase anything from them as they are quick to sell you a product but not responsive and not able to back up their products when something goes wrong. No one has taken accountability and every time you call, you speak with a different person. Please save yourself time, money and aggravation and avoid purchasing their windows.