ComplaintsforAndersen Corporation

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Requesting that business honor lifetime warranty for replacement of door handle. The handle broke once in 2021 and was replaced under part number *****. Order number ********. Business is asking for a serial number on a door which has either worn off or was never put on. The door was purchased on June 11th 2008 at ********** with a lifetime warranty on the door handle parts. I would like them to provide me with a serial number since no one ever provided me with one and seems to be instrumental in receiving new door handle parts which seems to be needed every few years and to honor the replacement warranty and allow me to order the door replacement parts at no charge.

  Business response

  07/25/2024

  An Andersen *********** manager will contact the customer regarding their concerns with in 10 business days.

  Customer response

  07/25/2024

   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.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company's website offers to provide a quote for windows. I filled in all the information including window sizes and contact information and exchanges several text messages with them answering all questions after which they sent a text with a list of dealers saying to contact the dealers for pricing. This company collected all my information including email and physical addresses, phone number, etc. and did not provide the quote offered in their advertisment (main webpage. This is fraudulent advertising. They obtained all my personal information under false pretenses.

  Business response

  07/11/2024

  Andersen appreciates the information provided on this claim.  We will review the information provided from the customer and the webpage he used to enter the information with our team.

  Customer response

  07/15/2024

   I am rejecting this response because: They have changed nothing and continue their misleading advertising.
  
  
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my new built home in Dec 22 and in Nov 23 a window shattered. The contractor that Andersen uses is unresponsive, Andersen reps try and help but *** spent countless hours and 7 months later still no window in sight. I have sent several BBB post, but no response, contacted corporate, and no such luck.

  Business response

  06/21/2024

  I understand the customer has been in touch with our **************** agents to discuss the order.  I apologize that the customer has been frustrated by the response.  I will have a ***************** manager contact the customer with in five to seven business days.

  Customer response

  06/26/2024

   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.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** windows was contracted to replace all of our windows in our home in October of 2023. Inital crew for install did an absolutley terrible job installing our windows and we had told ******** managers they were not welcome back. Second crew came out to reinstall our windows and we thought it was good to go.... All winter we have had nothing but water issues and all of our calls were swept under the rug, finally two managers came out in May of 2024. And they were flabbergasted and appalled on how badly our windows were installed. There was ABSOLUTLEY no caulking or flashing tape installed! All winter water has been leaking into our home. ******** finally came out again to reinstall our windows but only completed 10/12 windows so far. Our home is full of black mold and the outside wall sheating is completely rotted and falling apart. We have called EVERY DAY for over a month to have ******** windows insurance adjuster out to assess the damage but we still don't have an answer. So we have been living in a hotel for the past month paying OUT OF POCKET for all expenses because our home is UNLIVABLE!!! We paid almost $25,000 dollars for 12 windows to be installed and we thought by using a reputable company like ******** we would never have any issues at all. We were TERRIBLY WRONG!! I hope this complaint can reach the right people so we can get at least a phone call back and ******** windows can step up and fix the damage done to our home by VERY POORLY installed windows...I have tried to attach photos from during each install and all of the damage caused but one photo is too large to attach. We need our home back thankyou.

  Business response

  06/21/2024

  This complaint should be directed to the independent retailer for Renewal by Andersen in *************  This is not an Andersen Windows, Inc. matter.  The independent retailer appears to have been in touch with the customer and the customer should contact their retailer for a response.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase on 16th of may for a lock case and handle set order #******. I was told that this would arrive in 11 days and I have yet to receive these items. My door currently doesn't have a lock on the storm door. I have called several times and they keep telling me that it is being prioritized after being put on hold for over 20 minutes each time. I still don't have an estimate as to when I will receive my parts and the company keeps lying about timelines. They also never have a supervisor available to escalate to. This company does horrible business and I do not recommend

  Business response

  06/13/2024

  I am sorry to hear that our customer has been frustrated by **********************'s response to their concerns with the part order.  I will have an Andersen ***************** manager contact the customer as soon as is possible (within 7 business days) to assist.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered 3 custom windows on 3/8/23. The windows arrived in August but the window frame was missing the part that held the screens in place. We were told by the local Andersen dealer that they would have to order this part but they clearly did not even know what the part was. The part arrived sometime in December but when I picked it up they were unable to explain how it was to be installed. I took the part home but it was too wide and didn't appear to have anything to do with our issue. After many emails, the local deal sent their installer out and he had no idea what the part was or how to install it. Our dealer requested replacement screens but Andersen denied that request. I contacted Andersen directly via phone. After about 5 separate conversations trying to resolve the issue, I was connected with a Resolution Support Rep and we discussed options. One option was to have an installer cut into our new windows to retro-fit this part. Since nobody at their local dealer, including the installer, knew what this part even was I was not comfortable with this option. Instead I requested new screens be sent that were full size, rather than half size, because this would easily fix the issue without additional installation. Eventually after some arguing Andersen agreed to cover the cost of the 2 full size screens and they were ordered on 2/23/24. On 3/25/24 the screens arrived damaged due to an utter lack of any shipping protection. On 3/28/24 2 replacements were order. I was told they would be packed differently and shipped Next Day. On 5/6/24 not two but one incorrectly sized screen arrived with the same lack of packing and it was sent ground, not Next Day as promised. Literally every part of the order was incorrect. We are 14 months into this order and we still don't have the correct parts.

  Business response

  05/08/2024

  I am sorry to hear of the customer's frustration with their customer service experience.  ********************** continues to work with the customer to get the appropriate parts that they need. The customer will need to continue to work with **************** in this matter. I will also have an Andersen **************** Resolution manager contact the customer to discuss this matter within 5 to 7 business days.

  Customer response

  06/19/2024

  After the last response we waited for over a month for the new replacement order to arrive. When it finally arrived it was wrong again. I think that makes it the 5th incorrect or damaged shipment from them for this purchase. I wrote them explaining what happened and they responded with a flimsy excuse, stating that "that order you received was actually submitted for cancellation right after it was placed so you shouldn't have received it. I placed the full screen order for you and that one is supposed to be shipping next month."

   

  It should have been canceled but they never placed the correct order until now, after another incorrect product arrives??? I don't buy it. 

   

  So this is where we are. Over a year later and we still don't have the correct screens for our $4000 custom windows. 

   

  Thank you,

  Business response

  06/21/2024

  I understand that the customer is frustrated by the situation. This is a customer service matter and needs to be handled by our customer service team. I will find out the current status on this matter and we will contact the customer within four business days.

  Customer response

  07/02/2024

   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 assuming the correct items are sent and arrive in undamaged condition.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Andersen French doors approximately five years ago. The weather stripping on the bottom and side of the door continues to get stuck and we have had issues with this door the last five years. I have tried numerous times with the contractor to fix the issue but he is stating that it an issue with the Andersen product. I would like someone from Andersen to come out expeditiously and repair the issue.

  Business response

  05/01/2024

  An Andersen Service representative will contact the customer regarding their concerns.

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/29/2023, we ordered 2 series A gliding patio doors. They were eventually installed on 11/28/23. This was done by professionals. They discovered that there was a missing weatherstrip for between the sliding and stationary doors on one of the two doors. We ordered these doors through ********** and they have re-ordered this part three times, twice the incorrect part has been sent and we still have not received the correct part. There is a significant air leak between the doors given that this part is missing. The reason that we purchased these last fall was so that through the winter we would not have the air. Unfortunately, this was not the case.

  Business response

  04/10/2024

  Andersen will have a ***************** Manager contact them regarding their concerns. 

  Customer response

  04/11/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will await the ********** Services Manager response. The issue is not resolved at this time. We have followed up with ********** and discovered that we have contacted Andersen 59 times regarding this issue,  we need this to be resolved immediately! 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a house built and took occupancy in Dec 2021. We had issues with the windows and have been trying to resolve issue by going to the local supplier. It took us until Jan 2024 to get a number to talk to someone about the warranty. We have one window that will not lock closed and a half dozen windows that do not seal and wind blows right through them. When we called the warranty number they said they do not come out and trouble shoot the windows. They ask us to explain the problem and send us parts to fix it ourselves. They said they can send us a ******* video on how to fix it or we can just look it up.My home is not secure since the window that does not lock is on the main floor. My heating bills are higher because the wind comes through the windows. It is amazing to me that a company will not even look and see what is wrong with their product. They should fix the issue so my home is secure and the windows do not leak. I would like all the windows in the house checked to see if they seal properly not just the ones I deal with on the main floor. I know the issues with the main floor since that is where we spend the bulk of our time.

  Business response

  04/02/2024

  Good morning,

  This is for Andersen Windows not Renewal by Andersen windows. It was a new construction project, not replacement. Renewal by Andersen is the replacement division. This would need to route through their Service Department. 

   

  Thank you,

  Business response

  04/05/2024

  Thank-you for contacting us regarding this customer's concern. An ********************** ***************** manager will contact the customer as soon as is possible to discuss their concerns. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Built our home in 2014. All windows are ********. Two large picture windows began leaking during windy rainstorms. 3 years ago (2022) an ******** rep ***************************** came to assess and eventually repair the windows. One repair worked the other did not. We contacted ***** and he continuously told us he was coming to look but he never did. He would make an appointment and either change it or not show. This went on for over a year. So I contacted ******** customer service directly (instead of *****) several times and was repeatedly told my concerns would be passed on to *****************************, ****** supervisor. Finally after several attempts and a charge of over $350 to have someone come access the situation, ***** finally came and determined the window was warped and needed to be replaced. This finally happened in summer of 2023. It is now March of 2024 and our window has supposedly been ordered but I cant get either ***** or **** to give me an honest answer as to when it was ordered or when it will arrive. This whole journey has been going on for 3 YEARS! I kid you not and I have saved all my emails to prove it! I should not have to be continuously hounding these people about replacing a window that is under warranty that leaks when it rains! This is beyond ridiculous! How do I get someone at ******** to give me an honest answer and professional attention to resolve this matter?

  Business response

  03/12/2024

  I will have the ***************** Manager for the area contact the customer about their concerns.

   

  Customer response

  03/15/2024

   I am rejecting this response because:
   The territory manager did reach out and leave a message to tell me the job was scheduled. This I already knew. Scheduling things happens often with this company and then the the date changes or they dont show up. So I waited to make sure they came before responding to BBB.  They did show up and FINALLY replaced the window. I am convinced this only happened this time because I had contacted BBB.  In any case, its done. It took 3 years but its done. At no time, including the latest message from the territory manager, was there any attempt to explain or apologize for the 3 year hassle I went through. So I would say this is too little to late. This is not the way to do business or treat your customers. 
  Are ******** windows a good product?  I hope so since my whole house is full of them. We have had problems with several windows but maybe that would have happened with any brand. The upshot for me is the customer service is atrocious. For that reason I would never recommend them and I would never buy another ******** window. They need to seriously step up customer service!  
  
  

*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. ↩