Complaint Review: Renewal by Andersen of Florida dba JLM Windows

We initially placed an order for replacement of all windows and laundry room door on August 17, 2022. While the install was delayed due to a missing door, the process began on December 13, 2022.

Following, there were at least three no shows of Renewal representatives with the insect screens, hurricane shutters and brackets for the shutters. The office shutters were ultimately delivered on January 16, 2023. The office window insect screens (meaning the windows could not be opened) and the resized laundry room door shutters and wingnuts were delivered January 27, 2023, six weeks after install. Clearly a failure to timely complete the work, as well as a breakdown in communication.

We placed our second order for oversized sliders on September 15, 2022. There were no issues during install on March 13, 2023.  We were told the inspector had signed off on the sliders without coming to the house, yet he arrived a week later after completion of painting, unaware we’d been informed by Renewal that the project had been signed off on appropriately.  Following, Renewal representatives did not arrive to perform the trim install until April 6, 2023, after at least one no show. Again, a failure to complete work and a lack of communication.

Given our pleasure with the look of the sliders (but before the inspection/follow up problems), we signed the contract ordering the remaining four doors on March 16, 2023.

Money was withdrawn from our account on March 22, 2023.

Our personal project manager reached out to Renewal to check the status of the doors initially on March 21, with no response. She contacted Joe Hendricks on April 12, 2023 and again on April 13, 2023, again with no response.

Stephen called us on Friday April 14 to advise the doors needed to be remeasured before being ordered, giving no real reason. At no point did he return calls or emails. We were present when Colby measured initially on March 13, 2023  and again for remeasure on Wednesday April 19, 2023, almost one month after money was requested and received by Renewal. No doors had yet been ordered.

We have requested information on timing of delivery from Stephen and others, but have been ignored or put off for not just days or weeks, but now a month

This is our third project with this franchise; at every turn there has been a significant issue with communication and failure to timely complete work. Frankly, at this point, it is clear this franchise is not professional nor ethical. It is disheartening to experience this level of incompetence from a company which produces a stellar product.

We have requested earlier delivery of our last four doors or e refund of the deposit, with the response being we would hear from the sales department about cancellation. It has been a week and we have had no response.

This is their response to a homeowner who has spent over $100k with their franchise.