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:05/29/2025

  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 had four sliders installed, which totaled about $30,000 and it took two years for the project to be completed. We were told six months is what they allow. Multiple tech came out to do repairs, all four doors had re-orders and/or reinstalled multiple times and we also had parts that were re-ordered multiple times. on top of that we had text doing touchups and our driveway. We even caught the techs refurbishing the door when we paid for new and then they lied to us about it when asked. **************** is horrible and it was very difficult to get a hold of anyone who can make any kind of decisions. We often never received a call back and were always the ones who had to initiate the conversation or call to get a status update. We had inquired of our compensation and were denied to have any part of the conversation until the project was complete. Once the project was complete I tried reaching back out to have the conversation and its been two months now and this hasnt been resolved. We have a compensation claim them and they are not willing to accommodate fairly. One of the managers I spoke to said they didnt make any money on our project. This is not our fault as the customer. We had taken several days off of work, lost pay and rearranged our schedule for two years for them. We were more than accommodating. Our experience has been absolutely horrible. If they were in our shoes as a customer, it would be unacceptable but yet they provide this is they can do as a response. For two months, I have requested to speak to the president of this company and have been transferred to others instead. I received a call today that the president did not want to speak to me and that he has been on vacation (for over a month now). This is unacceptable. A very small, insulting compensation amount was provided to us, to which does not even cover the cost of one door and I have been told that this is the max they are prepared to give. We need a resolution to this.

  Business Response

  Date: 06/11/2025

  Thank you for taking the time to share your experience. We sincerely apologize for the length of time and level of frustration this project caused. We understand how disappointing it must have been to navigate repeated service visits, reorders, and delays, especially after placing your trust in our company.
  We acknowledge that this experience did not reflect the standard we aim to provide and deeply regret the inconvenience it caused to your schedule, your home, and your peace of mind.
  While our team has been working diligently to address your concerns, we understand your frustration with the communication breakdowns and the timeline to resolution. We take that feedback seriously and are working internally to ensure future customers do not encounter similar challenges.
  Regarding your compensation concerns, we want to confirm that we are offering the compensation you requested. We hope this resolution reflects our commitment to making things right and recognizing the impact this experience has had on you. 

• Initial Complaint

  Date:05/19/2025

  Type:Order 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 signed a contract for the build and installation of four windows and one front door and paid JLM Windows, LLC (DBA: Renewal By ********) $21,000.00 on 5/23/24. Almost a year later (today is 5/13/25), the project is not complete. Our building permit has expired and must be updated and extended so we can clear the permit from our home with **************. The county will not schedule an inspection until the contractor updates and extends the permit. After numerous attempts (Feb., March, April, and May) to have Renewal By ******** change and extend the building permit and request an inspection, the company has become unresponsive leaving us without a resolution.

  Business Response

  Date: 05/27/2025

  We sincerely apologize for the delays and any frustration this experience has caused. We understand how important timely project completion and permit resolution are. 
  The required inspection has been approved by **************. We remain committed to seeing this project through to full completion and have the remaining work scheduled for 5/28. 
  Please dont hesitate to reach out directly to our local office with any questions or if further assistance is needed.

  Customer Answer

  Date: 05/29/2025

   
  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. However, we are still missing the hurricane panels for one of our windows. The project manager (*****) sent me a text message on 5/28/25 saying he was ordering these panels and they are expected to be ready for delivery in 2-3 weeks from 5/28/25.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/16/2025

  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.

  Initial appointment with Renewal by Andersen began 12/12/2022 for consultation to replace original windows for hurricane spec windows. Original design replaces 8 windows in the front, upgraded rear entry door, and sliding glass door facing pool. Multiple failed inspections by the city and the doors are not properly installed, Trim has yet to be completed and doors are improperly fitted in door jamb. This will be my third hurricane season with this job incomplete and this is not safe for the children under 10yrs that live there and I cannot sell property with a job that is half way done. I need a resolution and compensation by Renewal by Andersen admitting faulty workmanship. I have called on multiple occasions to find out status of my project, but no one can provide an answer. We financed this project through a third party so they already have their money. Stopping payment for work not completed only puts a lien on my house. My wife and I are both disabled Veterans and this has placed an arduous burden on us financially, and emotionally to get a satisfactory result from this situation.

  Business Response

  Date: 05/27/2025

  Thank you for bringing this matter to our attention. We are truly sorry to hear about the difficulties you've experienced with your project and understand how frustrating this has beenespecially given the length of time and the personal impact it has had on your family. Please accept our sincere apologies.
  
  We take your concerns seriously and are committed to resolving them. Our team member, ****, has already reached out directly and will be working closely with you to ensure we secure the necessary permit approval and ensure the project is completed. 
  
  We are grateful for your service and appreciate your patience as we work to make this right.

• Initial Complaint

  Date:05/12/2025

  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.

  In November 2024, ordered windows and sliding doors for whole house. Total cost ********* The windows were installed 18 March 2025. Received a Letter from *** certificate of completion dated 27 March 2025. Found out this date the work was never inspected and the Permit is still open. The permit from city of ******** required preinstall inspection and a final inspection when work is being completed. Neither was Done. Lakeland Building inspectors do not except virtual photos from contractors and require onsite inspections. Called *** Number and complained about this issue. Installers came May 1st and removed window and took photos for inspection. (Photos of ******). Notified by ******** final Inspection is scheduled for 12 May. On 12 May at 08:30 Building Inspector showed up as scheduled. Could not do preinstall and final inspection because windows are sealed and they cannot see the work. They do not have any of the photos taken by ******** on record. ******** has to come out and reopen a window and a sliding door for a proper inspection. 2 months to close out a Permit is unsat. I have a buyer for the home and can not close until the Permit passes inspection. I need ******** to expedite a resolution to this issue. I have called ******** and get the same story that msgs will be sent to ************ but nothing is really coordinated with the City Inspectors per the Permit. Communication with me is shoddy at best. Someone needs to take care of this, Call me; and give details on how it will be resolved ASAP.

  Business Response

  Date: 05/20/2025

  Thank you for your feedback. We sincerely apologize for the delays and miscommunication regarding your permit and inspections with the City of ********. We understand the importance of timely permit closure, especially during a home sale.
  Were pleased to confirm that all services were completed and the final inspection was approved by the City of ******** on May 16, 2025. We appreciate your patience and are committed to improving communication and coordination moving forward. 

• Initial Complaint

  Date:05/06/2025

  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.

  Renewal by ********/***** *******. *********************************************************************

  Renewal by ******** of Florida. Legal name: JLM Windows, LLC. ***************************************************************

  Customer Answer

  Date: 05/06/2025

  I selected Renewal by Andersen to replace two windows when I noticed water damage on a bedroom wall. The salesman said that ******** would repair the leak. To accomplish the repair I agreed to pay $7,452 for two new windows. I signed the contract September 07, 2024. Installation was February 4, 2025 (5 months later) . The smaller window could not be installed because it was incorrectly measured two inches larger than the opening. The installer was proceeding with installing the bottom window in spite of the now visible completely destroyed drywall in the window frame and adjoining wall. My husband stopped the window installation and the field Supervisor was called. The field Supervisor terminated the installation and offered to help find a contractor. The repairs were completed February 22, 2025.An ******** representative called on March 27, 2025; new installation date for April 14th between 9:00 - 11:00 am. Workmen did not arrive by 12:00 pm, so I called the office and was referred to the Experience manager. He informed me that no workmen were coming because the small window was actually lost in the warehouse in *******. The field Supervisor then stopped by to discuss the botched appointment, confusion, and whether I wanted the bottom window installed. "No". After months dragging on and the gross incompetence, I dont want to proceed. Despite follow-up calls by my husband, we have not heard anything back from ********* contract I gave ******** a 50% deposit of $3,726. It is now May 1, 2025 (over 9 months later) and the company still has my money, we don't have new windows and no one has reached out. Instances of incompetence:1. The small window was measured incorrectly,2. The workmen saw no harm installing the large window on a severely water-damaged frame,3. The small window is lost in the warehouse and no one called,

  Business Response

  Date: 05/15/2025

  We are truly sorry for the experience you've had. Its clear that we fell short, and we understand how frustrating and disappointing this process has been for you. This is not the experience we ever want our homeowners to have.
  Weve committed to providing you with a full refund. Our Installation Experience Manager, *****, has reached out and will personally ensure this is taken care of as quickly as possible.
  We appreciate your patience and are deeply sorry for the time and trust lost along the way. 

  Customer Answer

  Date: 05/15/2025

   
  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,
  
  ****** Kas

  Customer Answer

  Date: 05/15/2025

  I am wondering if any contracts, notice of commencements, or any other documents recorded with the city or state, will be null and voided in addition to the refund of my upfront deposit.

• Initial Complaint

  Date:04/27/2025

  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.

  I hired Renewal By Andersen of ***** to install $35,088 worth of new windows and doors in my home. The sales *** and I signed the contract on February 20, 2024. The building permit was issued on May 30th, 2024. The installers came and did the installation on all but one window that was damaged in shipping. They informed me, that they would order a new one, but it would take several weeks for it to arrive. We set up another day for the last window installation. The workers showed up, but they did not have the window. They were told they were only ***lacing a PART of the window. Again, I had to wait another several weeks for the window to be ***laced. The 2nd time, they came out WITH the window, they installed it but noticed the sash (the border around the window) was cracked! They had to reorder a new one and again this took several weeks and I had to arrange ANOTHER day off of work to accomodate them. Now that all of the windows have been ***laced, a Renewal by Andersen supervisor has to do a final walk-through to check the work and THEN they can come finish the molding around the front door which can't be done until the supervisor's inspection. This inspection was scheduled, but the inspector never showed up!!! AND after that, the Citrus County inspector has to come out and do a final inspection. Andersen's last email to me was on the 10th of April, 2025. They have yet to reschedule the inspection, finish the doorway frame and schedule the county inspector. This project was started over a YEAR ago!!!

  Business Response

  Date: 05/07/2025

  Thank you for bringing this to our attention. We sincerely apologize for the delays and miscommunications that occurred throughout your window and door project. We understand the frustration caused by multiple return visits, missed appointments, and the time youve had to take off work to accommodate them.
  As of today, were pleased to share that the final walk-through has been completed and the County final inspection has passed. Our team is actively working to complete the remaining trim work. We are committed to finishing your project to the standards you expected when choosing Renewal by Andersen and appreciate your continued patience as we finalize these last steps.
  If you have any further questions or concerns, please dont hesitate to reach out directly to us at ************. 

• Initial Complaint

  Date:04/19/2025

  Type:Delivery 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.

  Placed order for a door in December 2024. Door arrived to be installed in early March. Door didnt fit and the installer took it back. Its been more than a month and havent heard back. Called the salesman who knew nothing about it. Said he would get back to me. Never did. I have called, left messages and emailed no response. I have left messages to cancel the order and return my deposit. No response. All I want is to get my money back.

  Business Response

  Date: 04/29/2025

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience and frustration you have encountered with your door order. We understand how important it is to have your home improvement projects completed smoothly and on time.
  
  We regret to hear that the door did not fit during the initial installation in early March. Unfortunately, occasional mismeasurements do happen, and we are truly sorry that this has affected your order.
  
  Please rest assured that we are currently in the process of reordering your door to ensure it fits perfectly this time. ****** ******* will continue to be your point of contact throughout this process. ****** is committed to keeping you informed and addressing any concerns you may have.
  
  Once again, we apologize for the inconvenience and appreciate your patience as we work to rectify this situation. If you have any further questions or need immediate assistance, please do not hesitate to contact ****** ******* directly.
  
  Thank you for your understanding.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23225550
  
  I am rejecting this response because:
  

  I have received 3 calls, from 3 different people, and although they are nice, no one has been able to give me any information  I have tried to cancel this order for more than a month  all I get is that the door is in production, so why cant anyone tell me when it will be installed.  All I get is that they are sorry and want to make it right   
  

  the original order was placed in December 2024. My current door was damaged during Hurricane ****** so we have had to live with a door that is difficult to open and has broken glass   

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

  Business Response

  Date: 05/15/2025

  We have your installation scheduled for June 23rd, based on the estimated shipping date of June 6th. Our team is closely monitoring the timeline to ensure everything stays on track. We know this doesnt undo the inconvenience youve faced, but were committed to making sure the remainder of your experience is handled with the care and urgency it deserves.
  If theres anything you need in the meantime or if you have any questions leading up to your install please dont hesitate to reach out. We're here to help, and we truly appreciate your patience. 

  Customer Answer

  Date: 05/20/2025

  I appreciate their reply and accept their date to install. What is unacceptable is that no one has contacted me to tell me this information. Their continued lack of communication is unbelievable. 

  Customer Answer

  Date: 05/20/2025

   
  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. What is unbelievable and unacceptable is their continued lack of communication. No one from Renewal By ******** has provided me with an install date. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/09/2025

  Type:Delivery 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.

  Ordered 3 exterior swing doors for $24137, gave a deposit of $12068 on 12/12/24. On 4/7/25 the installer came to house to do the install of all 3 doors, but wanted to double check measurements. He found one door was to short. I asked him to unpack the other 2 doors and found that they both had the wrong interior finish. He wanted to check with his ********** to verify what was ordered. After a great deal of calls, they confirmed that all 3 doors delivered did not match what was ordered. Over a period of close to 4 months, 6 measurings , numerous text phone calls and emails. And they still could not do it right. They did not even check the product before delivering it , to make sure it was correct. I got on the phone with the first ********** and told him to take back all 3 doors and that I wanted my deposit returned. He said he could do that and he would talk to his ********** and have him call me. 8 hours later he called me and said no way are we going to give your money. I have not heard from anyone from the company.

  Business Response

  Date: 04/21/2025

  Thank you for bringing this to our attention. We sincerely apologize for the frustration and inconvenience you've experienced throughout this process. We understand how disappointing it must be to wait so long only to receive products that did not meet your expectations or the specifications of your order.
  After reviewing your concerns and working with our internal teams, we want to assure you that we are actively working to make this right. As our Director of Operations, Mo, discussed with you, we are submitting the reorder today, April 21, 2025, and are prioritizing this order to ensure it is expedited through production and delivery.
  Our team will keep you updated throughout each step of the process and ensure the details are triple-checked prior to delivery. Your satisfaction is important to us, and we are committed to resolving this properly.
  Thank you for your continued patience and for allowing us the opportunity to correct the issue.

• Initial Complaint

  Date:04/01/2025

  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 replaced all of our windows with RBA four years ago and paid them $150,000 for the job. We have had on-going problems for four years. Most of the windows were improperly installed (some installed backwards!) and we had extensive water damage to our home from their leading windows. We had to hire a contractor to repair the damage. We actually had to tear down an entire wall of our two story house at one point which RBA said they could not do. They authorized us to hire a contractor to do the work and they agreed to pay for that work. The contractor did all of the work and submitted a bill for $25,000. *** has agreed to pay it but after three months, they still have not done so. They want us to sign a release saying all work has been satisfactorily completed but they still have mulitple windows left to repair! The contractor is demanding payment and *** STILL has not paid the $25,000 to us or directly to the contractor.

  Business Response

  Date: 04/14/2025

  Thank you for bringing this matter to our attention. We understand the homeowners concerns and appreciate the opportunity to respond.
  We are aware of the situation and it is currently being addressed through the appropriate internal and external channels. While we are limited in the details we can share at this time, we want to assure all parties that we are committed to working toward a resolution in line with our standards for customer care and satisfaction.
  Should any additional documentation be necessary, we are open to reviewing materials shared through an alternate method.
  We appreciate your patience and understanding as we continue working through this matter.

• Initial Complaint

  Date:03/28/2025

  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.

  My husband and I have had nothing but aggravation from the incompetence we've experienced and continue to experience after hiring JLM Windows LLC d/b/a Renewal by Andersen of Florida to install hurricane windows in our home. Attached is a rundown of our interactions with the company and why our situation is currently unresolved. I would send the contract however it is larger than 5mb. I am happy to provide it for you via a different method if so desired.

  Business Response

  Date: 04/09/2025

  Thank you for bringing this matter to our attention. We understand the homeowners concerns and appreciate the opportunity to respond.
  We are aware of the situation and it is currently being addressed through the appropriate internal and external channels. While we are limited in the details we can share at this time, we want to assure all parties that we are committed to working toward a resolution in line with our standards for customer care and satisfaction.
  Should any additional documentation be necessary, we are open to reviewing materials shared through an alternate method.
  We appreciate your patience and understanding as we continue working through this matter.

  Customer Answer

  Date: 04/10/2025

  The business has hired an attorney who has not been able to provide us with a satisfactory resolution and that has now forced our hand to the point that we had to attain an attorney. At this point the issue is in the hands of both attorneys. We are waiting to hear a response response from JLM Windows upon receipt of our attorneys demand letter which was sent this week.

  Customer Answer

  Date: 04/24/2025

  The business has hired an attorney who has not been able to provide us with a satisfactory resolution and that has now forced our hand to the point that we had to attain an attorney. At this point the issue is in the hands of both attorneys. We are waiting to hear a response response from JLM Windows upon receipt of our attorneys demand letter which was sent this week.

  Business Response

  Date: 04/29/2025

  At this point, we acknowledge that the matter is being handled by both your attorney and our attorney. We want to assure you that the attorneys are already in communication and will be managing all further correspondence and negotiations from here on.