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.

close

Find a Location

Renewal By Andersen Of Florida has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/02/2025

  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 filed a prior complaint #******** We are waiting on 1 window and hurricane panels for 4 different doors on the house. We ordered these last May (2024) with windows for the entire house. The house windows arrived in September 2024 and were installed. 1 window and all hurricane panels were missing. Andersen came to home in November 2024 to re-measure 1 window and 4 doors for hurricane panels. Andersen has told me since November 2024 they have no estimated shipping date for these items. We are approaching hurricane season in Florida and are worried. Andersen has many items to fix in my home that were broken from first installation and they cannot repair until they finish the install. We'd like a firm date on when last window and hurricane panels will arrive. We are also awaiting stickers for windows so the final inspection can be completed after remaining items are installed.

  Business Response

  Date: 02/14/2025

  Thank you for reaching out and for your patience as we work to complete your project. We understand how important it is to have your remaining window and hurricane panels installed, especially with hurricane season approaching.
  We are pleased to confirm that your installation is scheduled for March 18, 2025, at which time all remaining items will be completed. Additionally, we will ensure that the required stickers for your windows are provided so your final inspection can be completed after installation.
  We sincerely appreciate your patience and look forward to completing your project to your satisfaction. If you have any further questions or concerns before your scheduled installation, please let us know. 

  Customer Answer

  Date: 02/25/2025

  Thank you for your message

  I have not answer yet as I am waiting to see if the business will indeed complete all the work at the specified date. 

  We have been in contact with them in the past and promised dates have come an gone with no work completed

  I will be happy to update you after the completion of the work

  our complaint was that the company never completed the agreed upon work

  according to their response, they committ to completing the work by March 7th,2025

  I will keep you posted

   

  thank you again for your help

   

  Siviero ******

  Customer Answer

  Date: 03/20/2025

  Please see complaint thread below. Todya, March 18th, Renewal by Andersen installer arrived at our house. The window they brought is 10 inches too tall and does not fit. We have email confirmation that the window was measured twice by Renewal by Andersen and the correct measure was recorded. Also, the installers brought "hurricane screens" and not "metal hurricane panels", despite what was agreed in the contract. No manager or other persons with authority is available to speak to us over the phone. Once, again, now almost 1 year after we purchased the windows and 6 months after the missing window and hurricane panels nightmare started, we are back at square 1 with hurricane season approaching and no solution in sight Dear Siviero ******: This message is in regard to your complaint submitted on 2/2/2025 against Renewal By Andersen Of Florida. Your complaint was assigned ID ********. Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter. Sincerely, ******* ******* MESSAGE FROM BUSINESS: Thank you for reaching out and for your patience as we work to complete your project. We understand how important it is to have your remaining window and hurricane panels installed, especially with hurricane season approaching. We are pleased to confirm that your installation is scheduled for March 18, 2025, at which time all remaining items will be completed. Additionally, we will ensure that the required stickers for your windows are provided so your final inspection can be completed after installation.

  Finish the Job

  Business Response

  Date: 03/28/2025

  We sincerely apologize for the frustration and inconvenience this situation has caused. We understand how important it is to have your project completed correctly, especially with hurricane season approaching.
  We regret that the incorrect window was delivered despite previous measurements, and we take full responsibility for this error. A reorder has been submitted, and we will provide you with an estimated ship date as soon as it becomes available. 
  Your satisfaction is important to us, and we want to work toward a resolution as quickly as possible. ***** was able to gather all details needed on his visit to the home on 3/20 to ensure we are addressing all outstanding concerns.
  Please let us know if theres anything else we can do in the meantime. We appreciate your patience and the opportunity to make this right.

• Initial Complaint

  Date:01/31/2025

  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 have been dealing with Andersen Windows for almost 2 years. The windows and sliding door are fine. The front door Frame is crooked making the door difficult to close/shut. I have had these people at my home at least 4-5 times, both taking vacation days of my own, and Saturdays when I ran out of vacation. They have failed to fix the door. I spoke to a woman December 2024 and told her the door was still crooked. I have not received a call back to fix this matter. I called today as I thought this company would call me to correct this issue after the first of the year,, but they have not. I have left a message. These people either need to fix this door or somehow compensate me for this mistake/mess.

  Business Response

  Date: 02/13/2025

  Thank you for bringing this to our attention. We are scheduled for 2/17/25 to have a technician on site to assist with your door and complete the final inspection. If there is anything else we can assist you with, please reach out to us at ************. 

• Initial Complaint

  Date:01/23/2025

  Type:Customer Service 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 3/25/23 I entered an agreement to purchase widows with sliding doors from Renewal By ******** for over$51,000.00. I made a down payment of $15,000.00 with remaining balance to be paid through ********. Due to dissatisfaction with work Greensky deducted $3,665.10 from original balance. On 5/6/24 , ******** notified my loan was paid in full. In October 2024 Renewal sent me a bill for $3,665.10. ItGreensky stated if job met my satisfaction I was to pay . On 11/7/24 I paid outstanding balance to Renewal By ********. Greensky is now billing me for the $3,665.10 stating payment should have been sent to them . Numerous attempts have been made with both parties trying to resolve this issue with no response. Renewal By ******** has not resolved this issue with Greensky and Greensky is attempting to bill for money that has already been paid . Apparently Renewal By ******** was not supposed to bill me directly and go through Greensky.

  Business Response

  Date: 02/04/2025

  We appreciate you bringing this to our attention. Our team is actively reviewing the situation, and we will work with ******** to ensure the appropriate resolution. We will be reaching out to you directly by the end of the week with an update.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22848289
  
  I am rejecting this response because: this issue has not been officially resolved. Once I receive correspondence from Greensky that I have a zero balance I will not be satisfied. Renewal By Andersen has misled me several times in the past. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/18/2025

  We understand your concern and want to ensure you receive the confirmation you need. You should receive a zero balance statement from ******** in the mail within 7-10 business days. If you do not receive this, please let us know, and we will contact ******** to request another statement be mailed to you.
  Please dont hesitate to reach out with any further questions. 

  Customer Answer

  Date: 02/28/2025

  Please be advised that I did not receive actual confirmation in writing  fromGreenSky confirming that this account had been settled and resolved until February 25 . This is why I had not responded. 
  Thank you for your assistance in this matter. Pretty sad that this could not have been resolved without your assistance.

  Customer Answer

  Date: 03/06/2025

  
  
  Please be advised that I did not receive actual confirmation in writing  fromGreenSky confirming that this account had been settled and resolved until February 25 . This is why I had not responded. 
  Thank you for your assistance in this matter. Pretty sad that this could not have been resolved without your assistance

  Business Response

  Date: 03/10/2025

  We are happy to hear that ******** has provided you with the confirmation of your account settlement and resolution. If you have any further questions or need assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 03/12/2025

   
  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,
  
  ***** *****

• Initial Complaint

  Date:01/21/2025

  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.

  July 18th I entered an agreement to ***lace all windows in my home. The project was to be done in (2) phases. Oct 25 I took off work for my installation. On Oct 24 Andersen called and cancelled stating that they didn't have the permit. In Nov I had to call the sales *** to start my Phase 2, The *** was to file all the info (amount, sizes, etc) so when I got ready for part 2, all I had to do was call him and start the process. The *** had to make an app to come back to my home. When he arrived I asked why he had to remeasure and recalculate. I was told " He dropped his Ipad in the pool and all his info had been lost". He came up with an outstanding $ amount from what we had been agreed to in July. Since I was not given any paperwork on 7/18 or an email with our agreement, I had no proof. I stated I would have to go with another company to do the other windows, I was more or less "bullied" into the new price. An appointment was scheduled for someone to come out Nov 9th to get a signature for the permit for Phase 2. I decided to call the city because all along Andersen kept saying the city was the hold up for the 1st permit. When I called the city, I found out that ******** hadn't filed until Sept 18. and from July-Sept. the app was incomplete. City made several attempts to get it corrected with no success. I then called ******** and told them what I had learned. "I wanted to cancel everything, signature for part 2, Phase 1 and 2" They sent a man out for the signature anyway. I also received a call that day on the 11th, saying they now have the permit. I called the city they "fixed" the 1st on the 4th, the day I called them to cancel!! I have made so many calls and now no one will answer or return any of my calls. They are holding my down paym. of $7,574 and the windows.

  Business Response

  Date: 01/31/2025

  Per the terms of your contract, the cancellation policy states that if the project is canceled after materials have been ordered, 65% of the contract amount is owed. At this time, we have the product and permit ready to proceed with Phase 1 installation. The product for Phase 2 has also been received, and the permit is pending your signature.
  If you have any questions regarding the contract terms, please refer to your agreement or contact us at ************. 

  Customer Answer

  Date: 02/03/2025

  Renewal by Andersen lost my ability to trust the company. There has been so many mistakes on the company's behalf. !) Order was made July 18th. 2)  I never received a copy of the order. 3) I did call the sales *** on the 19th, the next morning and voiced my concerns, I was not told then that I had the 3 days to cancel. 3) There was an installation date set for October 25th. I scheduled the day off from work that day. I was called on the 24th (the day before installation) to cancel. Said "there was no permit". I lost a days work. 4) On Nov.4th I called ***** ******** to move forward with my phase 2 project. On the initial visit, ***** assured me that when I was ready for Phase 2 all I had to do was call him and tell him I was ready and the project would move forward. But unfortunately, that was not the case. He made an appointment to come back out, remeasure and recalculate my cost.  When I confronted him about it he told me "he dropped his Ipad in a pool and all the information was lost". An outstanding amount was quoted, and I had no proof otherwise since I was not given anything at initial visit 5) An appointment was scheduled for signing of 2nd permit. 6) Dec. 4th I called the city and wanted to know why they were holding up the permit on Phase 1 from July till present Dec. I was informed that ******** had not filed for the permit until September 18th! The city had been trying to reach Andersen to let them know there was a problem concerning the application but Andersen would not respond. It turned out that the application was incomplete! That is when I called Andersen and told *****, I wanted to cancel everything and told her my reasoning was all the "blunders" but mainly what I had found out with the city. 7) They still sent a guy out for the signature for the 2nd permit. The same day I received a phone call from Andersens saying they now had the permit and was ready to install! I called the city and found out that Andersen did not correct the problem with the city until the day I called ***** to cancel on the 4th! 8) I had made numerous calls trying to contact someone regarding the problen only to be ignored. After numerous attempts I started noting the calls and messages I left and not one person would answer my calls or return any of them. I called and asked for ***** on 12/31 @ 12:54, 1/1 @ 3:33, 1/3 @ 11:43, 1/3 @ 4:40. Tried ************ and left message for ***** or Someone to call me back on 1/6 @ 12:12, and 1/7 @ 8:20. NO response. I tried another # ************ and left a message on 1/13 @ 12:25. At this point I realized Andersen had my winsows, my money, and I couldn't talk with anyone.
  

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22820115
  
  I am rejecting this response because:

  Renewal by Andersen lost my ability to trust the company. There has been so many mistakes on the company's behalf. !) Order was made July 18th. 2)  I never received a copy of the order. 3) I did call the sales *** on the 19th, the next morning and voiced my concerns, I was not told then that I had the 3 days to cancel. 3) There was an installation date set for October 25th. I scheduled the day off from work that day. I was called on the 24th (the day before installation) to cancel. Said "there was no permit". I lost a days work. 4) On Nov.4th I called ***** ******** to move forward with my phase 2 project. On the initial visit, ***** assured me that when I was ready for Phase 2 all I had to do was call him and tell him I was ready and the project would move forward. But unfortunately, that was not the case. He made an appointment to come back out, remeasure and recalculate my cost.  When I confronted him about it he told me "he dropped his Ipad in a pool and all the information was lost". An outstanding amount was quoted, and I had no proof otherwise since I was not given anything at initial visit 5) An appointment was scheduled for signing of 2nd permit. 6) Dec. 4th I called the city and wanted to know why they were holding up the permit on Phase 1 from July till present Dec. I was informed that ******** had not filed for the permit until September 18th! The city had been trying to reach Andersen to let them know there was a problem concerning the application but Andersen would not respond. It turned out that the application was incomplete! That is when I called Andersen and told *****, I wanted to cancel everything and told her my reasoning was all the "blunders" but mainly what I had found out with the city. 7) They still sent a guy out for the signature for the 2nd permit. The same day I received a phone call from Andersens saying they now had the permit and was ready to install! I called the city and found out that Andersen did not correct the problem with the city until the day I called ***** to cancel on the 4th! 8) I had made numerous calls trying to contact someone regarding the problen only to be ignored. After numerous attempts I started noting the calls and messages I left and not one person would answer my calls or return any of them. I called and asked for ***** on 12/31 @ 12:54, 1/1 @ 3:33, 1/3 @ 11:43, 1/3 @ 4:40. Tried ************ and left message for ***** or Someone to call me back on 1/6 @ 12:12, and 1/7 @ 8:20. NO response. I tried another # ************ and left a message on 1/13 @ 12:25. At this point I realized Andersen had my winsows, my money, and I couldn't talk with anyone.

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

  Business Response

  Date: 02/14/2025

  Thank you for being in communication with our ***************** Manager, ***** on 2/12/25. We are happy to be moving forward with your installation and look forward to completing your project. 

  Customer Answer

  Date: 02/18/2025

   
  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,
  
  ***** *****

• Initial Complaint

  Date:01/17/2025

  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.

  On 05/26/2023 I ordered seven windows and a slider to be replaced on my home. Andersen received the permit on 08/18/2023 and within a couple of weeks proceeded to install the slider and SIX of the windows correctly. The master bath window was a completely different type. Since that day, they have been out seven times to correct the issue, but each time the installers show up with the wrong size or type of window. Over the past year I have made over 50 calls (no exaggeration) to only be told they are working on it. In the meantime, I have been paying a finance company that they recommended each month. Additionally, each appointment required me to remain home to allow them access to the job.

  Business Response

  Date: 01/27/2025

  Thank you for taking the time to share your concerns regarding your project with Renewal by Andersen. We sincerely apologize for the frustration and inconvenience caused by the repeated issues with your master bathroom window and the delays in resolving this matter.
  
  We understand the significant impact this has had on your time, and we deeply regret the number of appointments and calls you've had to make throughout this process. Your experience does not reflect the standard of service we strive to provide to our customers.
  
  Please rest assured that our Install Manager, *** *******, is fully engaged in ensuring this project is completed to your satisfaction. We have submitted a reorder for the correct window and will keep you informed as soon as we receive an estimated ship date from our manufacturing team.
  
  We appreciate your patience and understanding as we work diligently to resolve this matter and complete your project. 

  Customer Answer

  Date: 01/27/2025

  This is the same answer I have received for the past year.  I will wait 30 days and if the problem is not yet resolved, I would like to be compensated for the cost of the window and the time I have invested waiting.  Thank you.

  Customer Answer

  Date: 02/12/2025

  This is the same answer I have received for the past year.  I will wait 30 days and if the problem is not yet resolved, I would like to be compensated for the cost of the window and the time I have invested waiting.  Thank you.

  Business Response

  Date: 02/18/2025

  We understand your frustration and appreciate your patience. Your project is currently scheduled for completion on February 21st, and we look forward to resolving this for you. If you have any questions or need any further assistance in the meantime, please let us know. 

  Customer Answer

  Date: 03/04/2025

  Andersen window finally responded after 28 days and replaced the window and I am satisfied.  Thank you

• Initial Complaint

  Date:01/12/2025

  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.

  DO NOT USE THIS COMPANY!! They do not honor their contracts and do not answer ANY attempts to contact them. **************** is horrible! Hired them to change my front door. The first door installed, had incorrect glass panels and the new handle was not delivered with the order. The tech ran to ********** and installed a basic one (because they disposed of the old one) while we waited for the new door and handle. They brought out the new door and it too had incorrect glass panels and still no handle. Called the sales *** ******, no response. Called the area manager, ***** and was told to contact the sales guy, he was the only one that can help me. Really? Called my ***************** Representative contact, Lexanna, no response. Emails to all of them, no replies. Original contract: March 2024, today is January 12, 2025. Almost a year later and I still do not have the correct door or handle, living with paper taped over the windows for privacy and no information if the correct door is even ordered or if Im just screwed! I guess it becomes a legal issue now.Also, I agreed to use their finance company, ********, as they offered one year without interest. After the first, incorrect door was installed, ******** gave them half their money. I attempted to stop that payment by calling ******** and they do not give me any resolution either.

  Business Response

  Date: 01/14/2025

  We deeply apologize for the frustration and inconvenience you have experienced during this process. 
  
  At this time, we can confirm that the correct door with white frosted glass and the hardware has been reordered. We are committed to keeping you updated throughout the manufacturing process, including providing a ship date as soon as we receive that information from the manufacturer.
  
  We regret the breakdown in communication and the delays you have faced, and we are taking steps to ensure this situation is resolved as quickly as possible. Additionally, we will be reviewing how your concerns were handled to ensure we improve moving forward.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out to Experience Managers, ***** or *****, directly. Thank you for your patience as we work to make this right. 

• Initial Complaint

  Date:01/03/2025

  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.

  August 2, 2024 entered into a purchase agreement with Renewal by Andersen of Florida (***********) to replace two (2) doors at *********************************************. The down payment of $8157.00 was financed through ******** (account #********************. Original target installation date was mid-September. Installation was then changed to mid-October, but after that date past it was changed to mid-November. I have been calling the ************************** of Renewal since the middle of November. I have visited the Building Department of *********** several times to check on the Building Permit, and found that Renewal had indicated that they would be applying for a permit in the end of September. ******************** Department emailed Renewal back on October 3, 2024 that they had not received the required paperwork submission to start the review to issue the required permit. ******************** Department again emailed Renewal in the end of December that the required paperwork had not been received. I am not getting any information from Renewal by Andersen, except that the permit application was applied for in September/October which is not true according to the *******************************.

  Business Response

  Date: 01/06/2025

  Thank you for bringing this to our attention. We deeply regret the delays and miscommunication you have experienced regarding the installation of your doors. We strive to provide a smooth and transparent process for all our customers, and we apologize that this has not been your experience.
  
  After thoroughly reviewing the situation, we found that the initial permitting documents submitted in September contained an incorrect property address. This error required us to prepare and resubmit the correct documents, which took additional time due to the need for signatures. The corrected documents have now been submitted to the permitting agency, and we are awaiting approval. 
  
  We understand the frustration caused by these delays and want to assure you that we are actively addressing this issue. To improve communication, we have scheduled a follow-up call with a manager today, January 6th, and will continue providing weekly updates until your project is completed. Your installation is tentatively scheduled for January 16, 2025, pending the approval of the required permits. 
  
  We sincerely apologize for the inconvenience this has caused and are committed to resolving the matter as quickly as possible. Should you have any additional questions or concerns, please do not hesitate to reach out to us. 
  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22758254
  
  I am rejecting this response because: There has been no communication from Renewal by Andersen to setup a time for the call by their management team. I am in a job were I do not always have my cellphone with me at all times. I have reached out to ******************** Department to verify that the required documentation has been submitted, so far I have not received any information back
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/08/2025

  1/8/2025 - I have verify with the Orange City Building Department that Renewal by Andersen still has NOT submitted the required documentation for the Building Department to issue the Building Permit. In Renewal by Andersen response sent to the Better Business Bureau (01/06/2025) they indicated that the paperwork had been submitted and that one of Renewal's Management Team would call me.  So far, neither has occurred.

  Business Response

  Date: 01/16/2025

  We sincerely apologize for the delay and any frustration this situation has caused.
  
  Our team, including ***************** Manager ***** and her team, will continue to provide you with regular updates throughout this process. Currently, we are in the final steps of arranging for the Notice of Commencement to be completed. We have obtained the permit number and will be able to pick up the building permit as soon as the *** is finalized.
  
  We truly appreciate your patience and understanding, and we will ensure this matter is resolved as quickly as possible. If you have any additional questions or concerns, please do not hesitate to reach out directly.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22758254
  
  I am rejecting this response because: From the attached email chain from Renewal by Andersen trying to point to me as having a "private provider for inspection".  That is not allowed in ***********, just a continued miss by Renewal ****************** understanding of the locations Permitting requirements.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/12/2024

  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.

  On November 16, 2023, I signed a $16486 contract for entry and rear door replacement with Renewal by Andersen of Florida. I got HOA approval for the work on 2/14/24. On April 4th, 2024, the installers arrived with an entry door of the wrong size and color. In early June, I was notified that the door color approved by the *** was no longer available through the manufacturer, so the entry door was re-ordered with a new color and new measurements. I was told that this new door would be "expedited" and that we might have a new door by early July. In the interim, my new rear door was thrown out when the warehouse was cleaned. A new rear door was ordered for us, but this caused an additional delay. I believe the entry door was installed on August 14th, but this door was missing the hardware that we had ordered (door handles and smart entry lock). Also, after our existing rear door was removed, the installers realized some components were missing from the replacement rear door. The installers went to ********** to purchase door handles and locks for the entry door and a temporary replacement full rear door (without a glass panel).Yet another rear door was ordered and an appointment was set to install it on October 31, 2024. The appointment was canceled on that date because our rear door was allegedly "lost" in the warehouse again. I was told then that a third rear door would be ordered for me. I have made numerous attempts to call the office staff since that time, but I have no idea of the status of my door installation. I can't even get confirmation that the third rear door was ordered. I am very frustrated with the lack of callbacks. I made a 50% deposit thirteen months ago and I still don't have the doors. I don't understand how there could be so many problems with just two doors.

  Business Response

  Date: 12/19/2024

  Thank you for sharing your experience with us. We apologize for the challenges youve encountered throughout this process and understand your frustration. This situation is not reflective of the service we strive to provide.
  Please know that we are actively working to address the issues with your order and are committed to resolving them as quickly as possible. Our team is reviewing the necessary next steps and will keep you informed as progress is made.
  *****, your Experience Manager, will be your main point of contact and is available to provide updates on your reorder and answer any questions you may have. We appreciate your patience and understanding as we work to make this right. 

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22680597
  
  I am rejecting this response because:
  While I appreciate that there is acknowledgement of the delay, I am awaiting a confirmation of the re-order of the rear door and hardware for the entry door. I would also like a timeline for the installation.

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

  Business Response

  Date: 01/13/2025

  We can confirm that the rear door and hardware for the entry door have been re-ordered. As soon as we receive an estimated ship date from the manufacturer, we will be able to provide you with a timeline for installation. 
  
  We appreciate your patience as we work to ensure your project is completed to your satisfaction. If you have any additional questions or concerns in the meantime, please dont hesitate to reach out to us at ************. 

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22680597
  
  I am rejecting this response because:
  I am still awaiting an estimated install date. I believe I was told the door would be shipped from the factory on Jan 7th, but we are well past that date. I am awaiting a return call from the service team.

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

  Business Response

  Date: 02/13/2025

  We have confirmed the installation date of 2/14/25 with you and look forward to completing your project. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22680597
  
  I am rejecting this response because:
  Although the installers came on February 14th, they were not able to complete the installation.  As with the planned August installation, the rear door was shipped with a missing piece.  Also, I still have not received the hardware (handles and smart lock) for the entry doors.  My frustration continues.

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

  Business Response

  Date: 02/27/2025

  We understand your frustration and sincerely apologize for the continued inconvenience. We are actively working on reordering the keypad lock, hardware, and handle to complete your installation. Our team is committed to resolving this as quickly as possible, and we will keep you updated every step of the way. Thank you for your patience and for allowing us the opportunity to make this right. 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22680597
  
  I am rejecting this response because:
  I am still awaiting the installation. I hope this will be completed within a matter of weeks rather than months.

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

  Business Response

  Date: 03/10/2025

  We understand your concerns and appreciate your patience. We are currently awaiting an estimated ship date for the reordered trim set and the multipoint lock. Additionally, **** requested the keypad lock to ensure everything is ready for installation. We will keep you updated as soon as we receive more information.

  Customer Answer

  Date: 03/12/2025

  I am surprised that my complaint was closed. As of March 12th, I still don't have a rear entry door installed and I am still missing the hardware for the front door.  I have responded to each statement by the company in a timely manner.

• Initial Complaint

  Date:12/10/2024

  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.

  In October of 2023, we ordered 7 expensive new windows for our home from Renewal by ******** of Florida. This included hurricane shutters which Renewal by ******** told us were required by code. The windows were delivered and installed in February/March of 2024. Most of the hurricane shutters were also delivered at this time and were put away by the ******** crew in a locked closet. In early October of 2024, the week before Hurricane ****** hit Florida, we decided to put up the hurricane shutters. We soon discovered that four custom shutters had never been delivered. This was a concern because it meant that the windows could not be properly protected against what turned out to be a devastating hurricane. We also discovered that a frame that was delivered for a picture window had never been put up, doesn't fit, and needs to be remade so that it fits. Also missing were nuts to affix the hurricane shutters and caps for the pegs.Since the missing shutter items constituted a safety hazard, we immediately alerted our Renewal by ******** Project manager by phone and by text at ************. Although he promised to look into the issue, there was no follow through. We re-contacted the company by phone on multiple occasions after Hurricane ****** hit on Oct 5, 2024. At one point in November 2024, we were able to reach a supervisor in ******* who promised to look into the matter. But again, there has been no follow through whatsoever. No one has come out to check the problem or make good on the missing shutters or other pieces or mismeasured frame.Renewal by ******** promises in its ads to be the "Gold Standard for Quality and Reliability." In our view, its image is tarnished. The company has been unreliable in its dealings with us and failed to deliver on its promises. We expect the company to fulfill its responsibilities and provide us the missing shutters and other pieces.

  Business Response

  Date: 12/11/2024

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the frustration and inconvenience you have experienced.
  
  We deeply regret the delays and miscommunications regarding the delivery of your hurricane shutters and the frame for your picture window. Safety and satisfaction are priorities for Renewal by Andersen, and we understand how important these components are for your home, especially given the devastating impact of Hurricane ******.
  
  We have scheduled a site visit with you on December 16th to thoroughly assess the situation and determine the next steps to ensure all outstanding issues with your project are resolved. Our team is committed to addressing the missing shutters, and any other concerns you have identified. 
  
  Additionally, we are reviewing the delays in communication and resolution to identify areas for improvement. While we know this does not change your experience, we are using this as a learning opportunity to ensure better outcomes for all of our customers moving forward.
  
  ********************** by ********************** strives to uphold the highest standards of quality and reliability, and we are committed to making things right for you. Thank you for your patience, and we look forward to working with you on December 16th to finalize the steps to a resolution. 

• Initial Complaint

  Date:11/22/2024

  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.

  Renewalby ******** of Tampa

  ***************

  *****,fla 33619

  ************

  Customer Answer

  Date: 11/22/2024

  Purchased 2 sliding doors from renewal by andersen. Had install by 2nd crew they sent.1st didnt have proper tools.Waited 6 wks for their inspector to assess job.we told him sliders were not lined up.he said doors were not installed properly. They neede taken out ,reinstalled and shimmed.sent crew to house.they said screens were bent but doors were fine.did nothing,during hurricane my doors were installed so poorly I thought they were going to come out of ******* loose and creaking.talked to svc Mgr Colt.he assured me my concers would be taken care of and he was taking responsibility. My doors would be fixed properly.said would be contacted in 24 hrs will reinstall ******* is now November and nothing has been done.i would like to have my money back and ******** to take their doors back.theybsaid they do not do that.i am so tired of this inept company giving me the runaround for months and not fixing their inferior defective products

  Business Response

  Date: 01/10/2025

  Thank you for sharing your experience with us. We sincerely apologize for the delays and frustrations you encountered with your sliding door project.

  
  We would like to confirm that as of January 6th, 2025, at 9:00 AM, all work on your project was completed, and the outstanding issues have been resolved. If you have any additional concerns or if there are remaining matters that need attention, we encourage you to contact **** directly so we can ensure everything meets your expectations.

  
  We appreciate your patience and the opportunity to make this right.