Complaints

This profile includes complaints for Renewal By Andersen Of Florida's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Renewal By Andersen Of Florida

  1660 Lee Rd Winter Park, FL 32789-2208

  
• 

  Renewal by Andersen of Florida

  5110 E Adamo Dr Tampa, FL 33619-3230

  
• 

  Renewal By Andersen of Florida

  9446 Philips Hwy #7 Jacksonville, FL 32256

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our windows and sliding door replaced on April 13 & 14, 2023. There are damaged parts, and the job is not complete as the outside casing is still missing from the sliding glass door (they taped over the 4inch gap as a temporary fix). They charged us the full amount of the project ($38,625.60 paid via financing) even though it is not complete and they have not scheduled the inspection. When we call, no one answers and no one returns our messages. Previously we were able to reach a person, but they give us the run around and we still don't have resolution or a completed inspection.

  Business Response

  Date: 06/20/2023

  Hello, customer was spoken
  with, service is schedule and confirmed for 6/27/2023.  Thank you 

  Customer Answer

  Date: 06/21/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of this year we had windows installed when we signed the contact last year. I wanted hurricane windows but because of the type of window we have Darren the salesman said that we could not, but after the install of the windows they would have a hurricane shutter company that would contact us to install the hurricane shutters. Well it has been 5 months and after about 10 emails to Renewal that have not been answered and a call every Friday to a representative of Renewal (I never get to talk to the same person) I keep getting told they will reach out to the shutter company and get back to me. Well another week has gone by and no one has called me to update me.

  Business Response

  Date: 06/28/2023

  Hello Dale, We are we are waiting for the hurricane panels, in order to get you scheduled for hardware
  and installation. I will have our team reach out for an update shortly.  Thank you 
  

  Customer Answer

  Date: 07/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, the shutter company had installed the shutters and this complaint can be closed.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WE sign a purchase contract with Renewal by Andersen Winter Park FL, ON 8/16/2022, Contract price $18,790 for installations of (4) four windows, it took (7) seven months to get them installed, the windows fail inspection by the Town of Winter Garden inspector. Renewal by Andersen was told to correct the installations in whitch they came back to fix the problem. them they came back and try to change the installation process from how the inspector order. The bottom line is today is 5/8/2023 (9) nine months and still the windows is not finish installed. We call and email talk on the phone and still nothing is done. We need some help with getting the job done. I do hope you can help us.

  Business Response

  Date: 05/09/2023

  Spoke with Mr. ********** he has two windows he is waiting
  to have reset, Mr. ********* had an unconfirmed date scheduled for completion
  on 5/23, but has requested that we provide him with an earlier service date. I
  advised Mr. ********* that I would have our scheduling coordinator reach out to
  him to asap to see if we can provide him with an earlier date. Thank you 

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Andersen Renewal is not responding to the many issues that exist from the initial install along with new issues that they have created from inexperience staff they send out.
  
  The manager I spoke with said he and the Project Manager would be out to go over all the issues and get this all completed for us and he has not been out nor has the Project Manger nor followed up with emails or calls.
  
  The last time the install guy (he was the initial installer) was out here he couldn't believe that there were still issues and things were not completed that he reported from the their initial install. From the several people that have been out here and making things even worse (inexperienced staff) has only added to the issues and many frustrations.
  
  Our $20K+ sliding door doesn't shut properly, the doors wobble in and out when it should only slide, panels have flaws from manufacturing So many more issues and they are not responding. This has been going on since install when initial issues started and only have got worse. Spent over $44K and extremely disappointed.
  
  I can go into further detail of the many issues along with emails, photos and video.

  Business Response

  Date: 05/09/2023

  Hello, the service items have just arrived. We are reaching
  out today to schedule their service to be completed. Thank you!

  Business Response

  Date: 05/24/2023

  Hello, We completed a site visit on Saturday 5/13 with this customer. All
  items of concern have since been reordered, and customer concerns have been
  addressed. 
  

  Customer Answer

  Date: 05/25/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:04/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We placed an order for replacement of all windows and laundry room door on August 17, 2022. Install began on December 13, 2022. There were at least three no shows of Renewal representatives with the insect screens, hurricane shutters and brackets for the shutters. The office shutters were delivered on January 16, 2023. The office window insect screens (meaning the windows could not be opened) and the resized laundry room door shutters/ were delivered January 27, 2023.
  
  We placed our second order for oversized sliders on September 15, 2022. There were no issues during install on March 13, 2023. We were told the inspector had signed off on the sliders without coming to the house, yet he arrived a week later after completion of painting, unaware we’d been informed by Renewal that the project had been signed off on appropriately. Following, Renewal representatives did not arrive to perform the trim install until April 6, 2023, after at least one no show. Again, a failure to complete work and a lack of communication.
  
  Given our pleasure with the look of the sliders (but before the inspection/follow up problems), we signed the contract ordering the remaining four doors on March 16, 2023.
  Money was withdrawn from our account on March 22, 2023.
  Our personal project manager, Sherie B*******, reached out to Renewal to check the status of the doors on March 21, April 12, 2023 and again on April 13, 2023, with no response.
  Stephen called us on Friday April 14 to advise the doors needed to be remeasured before being ordered, giving no real reason. No doors had yet been ordered.
  We have requested information on timing of delivery, but have been ignored. We have asked for install by 6/1 or refund.
  We spoke with both Stephen and his boss Lester on April 19 and were informed they were still not ordered and there would be no recompense. Lester advised the sales dept would contact us about cancelling. We have heard nothing.

  Business Response

  Date: 04/28/2023

  Hello,

  The Installation Manager & Installation Process Manager
  will be reaching out to meet with the Customer and the Customer’s project
  Manager on site to re-set resolution and expectations. Thank you 

  Business Response

  Date: 05/09/2023

  We just received confirmation from the customer they have received
  their refund.  She thanked us for following up, and cancellation has been
  confirmed.

  Customer Answer

  Date: 05/10/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/16/2021 I signed a contract with Andersen for $48,378.00 to install 12 windows a single-entry door and a French door. On March 29, 2021, the install began. After a week I was left with marble window seals that were install crooked and uneven and three windows that would not close and lock. Andersen replaced two of the three windows and wanted to replace the marble with wood, and I agreed. The two entry doors were installed crooked and were hitting the door and door casing. For over 8 months I had to lift the door up and over to open it, due to the hinges and screws coming out of the frame. Andersen replaced the French door three times before settling with one that worked, only to leave me with a door that has scrap marks along the side. It took Andersen until November 2022 to get these doors to operate properly but are damaged due to the scrapping. Andersen also damaged my property by hitting and denting the gutter along the roof, cracked masonry block around the door and did not clean concert from the pool deck before it dried. I had only one inspection, that failed and have request many more. I have also requested three-time Arbitration meetings with Andersen and have not received any confirmation to a date. The project is still not inspected and now getting billed over and beyond the contract.

  Business Response

  Date: 05/24/2023

  To Renewal by Andersen Florida (RBAFLA's) knowledge all
  contracted work and repairs have been completed on this project. However,
  RBAFLA remains committed to its customers and is willing to conduct an
  inspection to assess whether any of the alleged issues resulted from RBAFLA's
  installation. Mr. ***** alleges (1) uneven windows; (2) uneven doors; (3)
  scraped door; (4) dented gutter; (5) cracked masonry block; (6) concrete on
  pool deck; and (7) failed final inspection. RBAFLA is ready, willing, and able
  to address the issues alleged to the extent they resulted from RBAFLA's work.
  Accordingly, RBAFLA would like to inspect the alleged issues and move forward
  with scheduling the final inspection. Please contact our office to schedule an
  appointment for a manager to inspect.
  

  Customer Answer

  Date: 05/30/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  I did call 4 times before someone answered the phone and they will contact me in 24 hours. This is a start and hoping that Anderson will make good on the response.

  Thank You

  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:04/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/4/2022 Installers came John O**** and one worker while attempting to install the 3 windows got into an argument between O**** and his worker, left the job unfinished. The code officer did not pass the job. Another installer comes Gary M**** and attempts to fix it . Code enforcement comes and did not pass the work. Chris W**** the project manager comes to view the mess and agrees it is so wrong. He send 3 more installers with no success. The code officer comes and was angry that they called him when the job was not done. He red flagged them and of course did not approve the job. Another installer comes, takes all 3 windows out and could not fix the problem. Each time an installer comes, the job gets worse, the screens were the wrong ones, the trim is all scratched, Chris W**** comes again and said he would send another installer. That was two weeks ago and no one has called. We are snowbirds and was flying out the next day, then when we arrived in November it started all over. The job is not done, so they have not called the code enforcement.

  Business Response

  Date: 04/04/2023

  Hello,

  Our service department will be addressing all concerns on Friday April 7th 2023, this has been scheduled with the homeowner.  Thank you 

  Customer Answer

  Date: 01/03/2025

  On January 13, 2022 we entered into a contract with Renewal by ******** Tampa Florida office. Renewal was hired to install 5 windows. The first contactor **** ***** and his helper got into a dispute and left the job. Code denied the permit. ***** ***** from ******** came 3 times and said the job was not properly done. Contractor 2 **** ***** had two weeks experience and had no clue how to fix the problem. Code Enforcement denied approving the permit. Then there was another contractor - permit denied again. Then another contractor - permit denied. ****** who I believe was in charge came and agreed the job was defective. ****** agreed that we needed new windows installed. Windows and screens installed however the windows are not square and the screens are not flush with the window sill. Gaps large enough for bugs to get in. Notwithstanding that the screens are not flush with the window sill Code approved the permit and said screens are not their problem. ****** and ***** ***** are no longer with Renewal. I was told by Renewal that they were let go. Renewal via ******* ********* sends us a collection letter even though the job is not done. Molding is sitting here it will be 3 years. We only live in Florida 5 months out of the year. There was so many defects from each contractor. We do not want Renewal back here we will find a company that has a clue and we will not pay the balance. We have videos of the defects. A representive from ******** in ***** came and said that screens must not have gaps they should be flush with the window sill.

   

  Billing adjustment; Refund; No further contact by the business

  Business Response

  Date: 01/10/2025

  Thank you for bringing your concerns to our attention. We deeply regret the challenges and frustrations youve experienced during your project with Renewal by Andersen. Your feedback is important to us, and we sincerely apologize for the issues that have occurred.
  Per your request, we are actively working to waive the remaining balance on your account. Additionally, as youve indicated that you do not wish for our team to return to address the remaining concerns, we will proceed with closing this project. ***** will continue to remain in contact with you to provide you with documentation of the balance being waived, which will be mailed to your address. 
  We understand that this has been a lengthy and disappointing process. Should you need any further documentation or have additional questions, please do not hesitate to reach out.
  Thank you for giving us the opportunity to address your concerns.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 19883756
  
  I am rejecting this response because:  if the business sends the agreement waiving the balance owing and provides the warranty this matter will b resolved
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 02/04/2025

  We mailed the requested documents on January, 31st. If you do not receive them in a timely manner, please let us know so that we can resend them. 

• Initial Complaint

  Date:02/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2021 we placed an order with Renewal by Andersen (RBA) for windows for the whole house. This order was divided because we wanted impact windows for exposed windows and they weren't available in 4 inch frames yet. In August of 2021 the impact windows became available and were ordered. One year later the impact windows were installed after numerous inquiries. We were told 3 months like the first set which were installed in September 2021 with no issues. Now its August 2022 and as the impact windows were being installed, we noticed the screens were wrong and there were no lifts. The screens are supposed to be Tru Scene screens that are fine mesh stainless steel and recessed finger lifts as per the contract. We told the installer and Mark our contact person. We were assured RBA would make it right. We received a text that the screens and lifts were ordered. Then several weeks go by and I get a call from the site foreman that the screens are not available for our windows. He didn't know about the lifts but accounting would call to make things right. Several weeks again and accounting calls about unfreezing our credit. That's when I was told the screens and lifts were canceled by the sales manger because he underbid the job. This explains why our Hardi Plank trim was substituted with vinyl. Accounting said somebody would be in touch to make things right. No contact since then approximately 10/22. I sent a certified letter outlining the problems which was delivered and return receipt signed 2/6/23. Still no contact. Our home now has a mix match of screens visible from the outside and no lifts making opening windows almost impossible especially over furniture and counters. We just want them to fulfill their contract.

  Business Response

  Date: 02/27/2023

  We have spoken with M** **** and we have came to resolution
  to address his concerns, I will also be following up with this customer in two
  weeks to provide him with additional information on his project.  Thank you 
  

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had nothing but problems with Renewal by Andersen. We had two windows installed on the front of our house in 2019. Both were measured incorrectly and one was installed incorrectly. The company worked to replace these windows and repair the window that was installed incorrectly. In an effort to make up for the issues we had with these two windows, the company promised to give us a break on the remaining windows that were scheduled.
  
  In March of 2021, when the front window issues were resolved, we moved forward with installation of three additional Large Windows at the rear of our house. These windows have again been installed incorrectly and as a result, the window in our living room leaked and we had water damage that needed to be replaced. These repairs were started in NOVEMBER of 2022! Our home has sat with either exposed drywall, exterior walls exposed and any combination thereof for over 3 months now. Every time they send someone out, they promise to fix what has been done wrong, do nothing but talk about how the last person messed things up, and leave an even bigger mess for the next crew that comes out.
  
  There has been no consistency with project management and our windows are still not completed. The only way work gets done is when we call over and over and get promised "I'll get someone right out". At this point, I just want my home repaired and windows completed.

  Business Response

  Date: 02/10/2023

  This project has already been reviewed, customer contact has been made
  and we are actually out there today and tomorrow to wrap things up. Thank you ! 

  Business Response

  Date: 03/03/2023

  Our office spoke to Mr. ****, he had mentioned that we had satisfied all of his concerns and that he was working towards closing the case. We should be all set with any of his requests. Thank you

  Customer Answer

  Date: 03/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would NOT recommend this company to anyone after the experience that I had to get my windows completed. The entire process took almost two years with constant back and forth. Sorry, but there was not coordination of services and each person that came out to fix something, found something the last person did wrong. The windows that were originally ordered did not fit for 3 of the 5 windows, windows leaked after installation creating water damage inside and outside and the entire back of one section of my house had to be re-stucco'ed to correct.

  Am I satisfied, sure, but only because I'm done with this company!

  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:12/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2021, we purchased 4 sliding doors and 1 outdoor bathroom door. We were told 18 weeks to install, that we would get monthly updates on the product, and we would be in contact with our service provider the whole way. 18 weeks go by and nothing was sent to us. We had to contact them, and they told us our doors haven't even been started. In June, we were told one door was not don't correctly, so they were re-manufacturing it. In September they said they were sending the doors, and that one door was lost. This extended this to December (now more than a year from original contract signing). We were then the install could be done on December 15, but it was just one door because they didn't know we had 5. We had to hunt them down to find out where the other 4 doors were and then move install again. They then arrived on Dec 27, with 4 of 5 doors measured incorrectly. Not one door fit properly, one being more than 10 inches too slim. We then refused installation of all but the one outdoor bathroom door and we sent them back. The manager that came out to speak with us confirmed that the doors were too small, and said he'd look up our options and call the next day. He did call, but zero options were given. He told us he already re-ordered the doors, and that we can't cancel. He didn't answer any of our questions and dismissed all the previous issues we have had. We have had to hunt them down for every step of the process. If we were given the option, we would just like to pay only for the door that has been installed and cancel the rest of the order and get our remaining money back.

  Business Response

  Date: 01/06/2023

  We were able to establish contact with Mr. *******, we informed there are not any options to re-negotiate the contract as requested, removing the doors from the order. We reiterated to him that we are committed to fulfilling our contractual obligation of providing him with the product he ordered and ensuring his complete satisfaction at the end of the project. We did commit to following up with the customer in two weeks to provide him with any product updates we have. Thank you