He had a picture perfect view spoiled by a pesky leak, so he reached out to our NBC10 Boston Responds team for help. Consumer Investigative Reporter Leslie Gaydos worked with him for over a year until he finally got the fix he was hoping for.
Bob D'Amico has a beautiful view of Lynne harbor from his Nahant living room, but for a long time, he couldn't enjoy it.
"You can't live in peace when you know your windows are leaking," D'Amico said.
It all started in 2015, when D'Amico says he contacted Renewal by Andersen about a window replacement for his home, including eight windows and a sliding door. He paid more than $23,000 and says at first he was happy with the work.
"We figured we were all set to go, until we had rain," D'Amico said. "Then we saw the leaks coming through the door and that side window."
D'Amico captured the leaks on camera.
"The water was coming from both of the crank out windows from the top, and they would just drip down," D'Amico said.
Every time heavy rain was in the forecast, D'Amico and his wife put towels down to catch the water, and if they were traveling, they had neighbors come in to change them out.
"If it rained all day you can imagine the leak coming in, and that's why we put three or four towels rolled up, because we didn't want to ruin the woodwork," D'Amico said. "When you're my age you don't want to go through this. You just want to come home and relax and we couldn't with that leak."
D'Amico says he called Renewal by Andersen to fix the problem and that they sent crews to his home on three occasions. He says they fixed the door, but the picture window continued to leak, and he continued calling the company.
"It was the worst experience that I have ever had in my life in regard to a purchase — bar none," D'Amico said. "When I would call, I would get the answering service. I would leave a message to have someone please call me. For six to eight months I never got a return phone call."
Renewal by Andersen disputes that, telling NBC10 Boston: "Our records indicate we were in consistent communications with the customer throughout this process."
In March of last year, D'Amico reached out to Responds for help.
"I saw you, and I said I have to call them up, because I just did not know what to do," D'Amico said. "I was just so frustrated. I thought I could fix this on my own, but I couldn't."
After we contacted Renewal by Anderson, they scheduled another inspection and eventually replaced D'Amico's window.
In a statement they tell us:
At Renewal by Andersen, we stand behind our products and installation process, with one of the most robust warranties in the industry. In the rare event that a customer encounters a challenge, we work with our homeowners until they are delighted with their new windows. We're proud of our A+ rating from the Better Business Bureau in Boston and we will be here should Mr. D'Amico need our service in the future.
D'Amico is happy with the installation and beyond grateful that the problem was resolved.
"Thank you from the bottom of my heart," D'Amico said. "Believe me at my age, and the hell that I went through, you'll never find anyone that appreciates and is so thankful and grateful for your help than me."