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:08/22/2023

  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.

  Sliding glass door replacement took from 10:00 AM - 8:15 PM. Initial contractor tore the weather stripping. Initial contractor broke portions of the outside wall and inside wall on the same side of the door when the attempting to insert the door. Work began June 28, 2023 and is not yet done. Stucco has been replaced. Painting is now done. - We still await the weather stripping - as of July 31, 2023. - We still await replacement of the sill extender at the base of the door - as of July 31, 2023. - We still await a "passing" inspection of the door from Pasco County. When I checked with Pasco County on July 20, 2023, the county rep told me that Renewal by Anderson had not yet paid the inspection fee.

  Business Response

  Date: 08/25/2023

  We have spoken with homeowner and have scheduled service for the failed inspection and to correct caulking which is for Sept 15.  Thank you 

• Initial Complaint

  Date:08/17/2023

  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.

  RBA provided quote and install of new windows and doors. After much time, the install finally happened and overall we love the product. However, the back slider install was not done correctly and there are difficulties locking the door and opening/closing. Additionally one of the screens installed is torn. We paid nearly $70k for this project. We've been calling since the beginning of June and all we get is empty apologies and that they will fix it and then no one ever follows up. It's a joke. Apology, we will fix it - then NOTHING.

  Business Response

  Date: 08/28/2023

  Stephen from our production department is reaching out to the homeowner today to address any additional concerns,  Thank you 

  Customer Answer

  Date: 10/05/2023

  Please see the "fix" that was done by RBA to address the installation error made by their worker.  We paid nearly $70k for this project and this is their workmanship????

  Business Response

  Date: 10/10/2023

  Customer will not answer nor return phone call. Multiple attempts have been made.

• Initial Complaint

  Date:08/07/2023

  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.

  February 15, 2023 Renewal by Anderson installed our French doors. February 23rd the County Inspector came and discovered missing screw. Approved as long as screw was installed. March 6th the trim crew came to finish the door installation. They discovered they did not have grey trim kit to finish the installation. Asked if we would ok white trim. We said no. Said they would order the grey. Numerous calls have been made to salesman and office. Contact was made in March, April 4th, April 10th, April 25th, May 3rd, June 23, July 21st. Twice we were told that “Oh I thought it was completed”. Other times still no materials to finish the job. Jason B****** Project Manager was our last contact, now they tell us they will update us every two weeks. The screw heads all show along the sides and the bottom is still bare wood . We never should have been sold a door that they could not complete the job on. We paid the full $11,872 price at installation with the assurance the trim would be finished. It is now almost 6 months and door is still not finished. We are on hold to order toppers for the door. Makes our living room look unfinished. We need a resolution now. This is unprofessional.

  Business Response

  Date: 08/15/2023

  We reached out to the Mr. ***** and addressed his concerns. We have informed him that we are working on getting his parts in and will keep him up to date on the order. Thank you 

  Customer Answer

  Date: 08/18/2023

  
  Complaint: ********
  
  I am rejecting this response because that is the same canned answer we have received since the installation February 2023.    Six months has gone by and now they say they will update us every two weeks. This is a trim kit. It is impossible to believe that Anderson has not produced any Dove Graey doors and sold them with trim kits, but our installer is not able to obtain one. In 6 months it is unreasonable  to not be able to obtain something as simple as a trim kit.  Anderson is either able to supply trims kits during this 6 months or they needed to find a way to finish the door. When we were sold the door, we inquired why the pricing was higher than the doors at **** ******  We were told the difference is the installation.  Doors could be of equal value as they all come from the same place, but the installation is done to a higher standard.    So we agreed to pay the higher price being assured that we would be pleased with the final product.  Well that is not happening.   Also the hole were drilled to large for any type of cap.  So that is not even an option. 

  Per the contract we could have withheld 10% of the price until the installation was complete.  

  At this time we need a date when the installation can be complete.  We also would like a corporate contact in the production facility.  Someone has to be able to get us the kit to finish this door.  For 6 months we have waited to get the door and window near it finished with a topper or curtains.  I did  not want new cloth there and then they have to work on it.

  We paid almost $12,000 for this one door.  I am attaching photo's of the unfinished door. 

  This is a two year old home, It now in the main living area has what we see as an eyesore.

   

  ***** & ******* ***** 

   

   

  
  Sincerely,
  
  ***** Sitki

  Business Response

  Date: 09/01/2023

  We obtained the matching paint for the door and have service scheduled 9/12 to install the interior trim and paint it to match.  

• Initial Complaint

  Date:07/12/2023

  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.

  Order placed: 12/14/2022 Order Number: ******** Sales Rep: Sean B****** Cost: $24,174 Install Crew Name: Dan F******* HD Installs. I hired Renewal by Andersen to replace my doors on 12/14/2022. I waited months for the doors to arrive. Then when they arrived and were installed (April 18, 2023), the deadbolt on the patio door wouldn't do anything from the inside, although it could be locked and unlocked from the outside. They also left a box of cladding on the patio and didn't install it. After several phone calls that didn't produce much, someone came out and looked at the problem, and then nothing happened again. Finally, on June 16, 2023 (2 months after the original installation) workers came, replaced the non-functional deadbolt and installed the cladding. Once they finished, they asked several questions. One was when the inspection had taken place. When I told them that there hadn't been an inspection, they informed me that one would have to be scheduled (by Andersen) and that the cladding would have to come off three doors, and so new cladding would have to be ordered. Then they asked if I had the stickers that were supposed to be on the doors and the permit to install. I had never seen any of these documents. I was furious, and I made it very clear that I expected someone to contact me every week (by phone, email or text) until all of this was cleared up. That afternoon someone called me, but I haven't had any communication since then. (It is now July 7.) There still has been no inspection, and I still don't have any of the necessary paperwork or any indication that Andersen still knows I'm on the planet. These are very expensive doors, and they got their money, so I guess they don't care about anything else. I also made it clear that all of my windows need to be replaced and that Andersen wouldn't be doing any of them. Perhaps we are waiting for new cladding; who knows? I'm left out in limbo as I have been through this whole ordeal.

  Business Response

  Date: 07/12/2023

  Good morning, 

  This customer's contract is with our affiliate location, *** ******** ***.  We have reached out to their location and they have informed us service/inspection is scheduled for July 14th.  If additional service is required, please reach back out to the team at ************* *** ******** *** 

  Respectfully, 

  Erin M***

  Homeowner Resolution Specialist

   

   

   

  Customer Answer

  Date: 07/19/2023

  Hello, I just wanted to let you know that the workers from Renewal by Andersen came out this morning. The inspector also came and clear the work. I received a packet of information that I was supposed to have received earlier. Unless something new goes wrong, I'm done with Andersen. Thank you for your assistance.

• Initial Complaint

  Date:07/10/2023

  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.

  Renewal by anderson installed a custom made patio door on June 21,2023. The door was too tall for the opening. They chipped away the cement that the door is to sit on. They chipped away too much cement leaving a 3/4" gap between the cement and the bottom plate of the patio door. They also failed to deliver and install a second screen for for a patio door they installed in 2020. A company rep. arrived at the end of the day and stated I had to pay the balance. I showed him the damage and he said he would notify the proper dept. He took pictures. It's been two weeks and no one from the company has contacted me. 2 emails and several phone calls have gone unanswered

  Business Response

  Date: 07/10/2023

  A member of our team is reaching out to ******** ******** in order to figure out what screens are needed for their job. We will reach out once our installation process manager has made initial contact (for the screen reorder) to confirm what we have reordered.

  All other work has been completed, and their permit is final approved.

  Once the service ticket is in for the screens, our service department will be following up regularly until the screens are installed.

  Business Response

  Date: 07/14/2023

  Spoke to homeowner, we are submitting his invoice for work that he took care of Monday for reimbursement. We are locating the screen and will have an answer on it come Monday as well. Homeowner was good with the info provided and will be followed up with on Monday

  Customer Answer

  Date: 07/26/2023

   
  Complaint: ********
  
  I am rejecting this response because:They did not contact me as stated in their response.  Spoke to Mark Ott on July 26th at approx. 9:40 A.M.  He stated I should receive my reimbursement check for $400 on Friday July 27th.  Also they now claim my screen is coming from the factory, not from the warehouse as they originally stated.  When they receive the screen they will set up an appointment for delivery and install
  
  Sincerely,
  ******** ********

• Initial Complaint

  Date:07/07/2023

  Type:Product 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 my windows installed in 2021, I have issues since then with this company. I leave message no one has call me back. A repair came out in January stated that I needed a replacement window for my kitchen. Approximately 2 month later a received an appointment for the repair, upon arrival the repair person stated that all he had was a lock. I told him not to install the lock because that was the agreement we had. As of today, I still waiting for the replacement window. It’s pointless calling no one answers the phone and don’t leaving messages because you will never receive a call back. My window is under warranty. This company had no problem charging your account the same day the job was completed, but takes for ever resolved issues. I will never recommend them or use their services ever again. Please help me get my replacement window.

  Business Response

  Date: 07/07/2023

  ******** ******'s reorder arrived last week, they were contact this morning (7/7/23) to set up a service appointment for 7/19/23.

• Initial Complaint

  Date:06/27/2023

  Type:Product 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 signed a contract with Renewal by Andersen on 5/10/2023 for window/sliding door installation. I was told it’s typically a 10 week lead time for the manufacturing and then I’d have to wait for install. The contract threw in 18-24 weeks, which I feel was deceitful to the verbal given during the HOURS long sale pitch (free in home consultation). However, I just received a call from Renewal and was told my order is not even expected to ship from the manufacturer until 9/22. This is a ridiculous timeline that had I known, I would never have elected to do business with this company.

  Business Response

  Date: 07/03/2023

  Client signed contract for 18-24 weeks. The delivery date is within the contracted timeframe. 

  Customer Answer

  Date: 07/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The delivery and install dates have still not been finalized or confirmed.
  

  I’ve shared my concerns with three employees - the original salesperson, my assigned service team member (which has now changed), and the second assigned service team member.
  

  I was told by both service team members I would receive a follow up call and that my concerns would be escalated. I’ve heard nothing back. I also placed a call to RBA on 06/26/2023 requesting a call back and have still not received a call.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/20/2023

  Mrs. ***** has been spoken with and we have confirmed the installation for 9/4/23

• Initial Complaint

  Date:06/26/2023

  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.

  Hired RbA under the assumption that they are experienced and they have their own trained and skilled employees, no subcontractors. The crew that showed up was subcontractors that we not prepared, showed up late, did not have all my windows and still a month later I am missing parts and city inspection cannot be completed. The crew was not experienced in caulking windows correctly so another crew had to come out and remove what 1st crew had done, spent a whole day and only 1/2 done. 1st crew caused damages that they chose to hide- cracked window seal. Did not clean up after themselves on any of the 3 days they were in my home. I have not heard back yet as to when this will be finished. The insane cost I assumed top notch but I was wrong.

  Business Response

  Date: 06/30/2023

  Erick spoke with and addressed Mrs. ********s concerns, service is scheduled & confirmed with customer for Monday 7/3.

  Business Response

  Date: 07/10/2023

  Erick C****** has spoken with ***** ******* and have agreed that Cathy will send an invoice for the tile repairs once completed.

  RBA will send a screen company to make needed repairs to the enclosed patio screens. Service is scheduled and confirmed for 7/20/23 for the remaining 2 screens.

  Customer Answer

  Date: 07/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* like I told Eric I still never be completely satisfied. This was a horrible experience. I spent days cleaning, not hours! I had to caulk, patch excessively and paint. I lost days at work that I don’t get compensated for in addition to the the stress of all of it. I have no idea who to call for tile repair and I am afraid to have another contractor in my home. What happened to caring for the customer from the start! There is a reason why I do so much myself, it’s is hard to trust people to do a “good job” and they proved this all to well! 
  
  Sincerely,
  
  ***** *******

• 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,
  
  **** ******