Renewal By Andersen of Long Island RBA Long Island Custom Windows Customer Service is non responsive and will not provide email address to contact about broken window that needs to be replaced. Farmingdale New York

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.