ComplaintsforAndersen Corporation

Windows

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Initial Complaint
11/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been receiving email from Renewal By Andersen for over a year. I asked them to stop sending them to me and I'm still getting them. Each time I get them I forward them to **** ****** . I told him to tell the 3rd parties to stop sending them to me as I never requested any info. He never responded to me nor did he stop the emails. I counted them starting on 9/10/2024 and including one again today I have received 33 emails. Yes I can go to the end of the email and request removal of my name but this is disgusting as I never ASKED for info. Apparently **** doesn't care as today when I tried to forward the latest email I was rejected with "wrong address". I guess he didn't like hearing from me so he blocked me.
Business response
11/20/2024
I will have this individual removed from all lists at Andersen and Renewal by Andersen LLC. Please note that this can take some time to complete as much as or more than 90 days. Also note as to physical mailings we are unable to remove the individual from all bulk mailings from third parties that we do not control and that include multiple advertisements or coupons for multiple companies in one mailing.
Customer response
11/20/2024
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
10/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am bombarded with emails from Renewal-by-Andersen professional window assessment. I have never called, emailed, or ever done any business with this company. Where did they get my email and how do I stop this spam?
Business response
10/29/2024
Thank-you for letting us know of this individual's concern. If we have the information to remove on this individual we will remove any possible information we may have related to this individual's information (email/address/phone). Removing information can take up to 60 to 90 days.
Customer response
10/29/2024
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. Thank you.
Initial Complaint
10/21/2024
Complaint Type:
Product Issues
Status:
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.
Purchased a Custom Order Andersen 400 Patio door with many upgrades to include White Vinyl Wrapped exterior/interior $431.09 upgrade in 07/2019, Door has warped and Andersen after numerous calls and visual checks agreed to replace the sliding portion of the door under warranty. Took door serial number and explained it would be exactly the same to include providing # in corner of glass as requested. Upon arrival of the door it was not the same, finish is a prime wood finish and in between grills are different sizes. Initial **************** Rep. ******* told me I was not correct and they do not have vinyl wrapped doors. After showing her custom order of doors was told that I was correct but they no longer offer that door. Andersen stated that they would offer to replace both sides of door to non vinyl wrap. Andersen refused to credit the upgraded charge or provide an upgraded door. **************** refused to allow me to speak to a manager or leadership but initially put a co-worker on the phone ******* who tried to indicate that she was corporate but not management. I had already taken the original door out and initially I was told that a shipping label would be mailed to me to return the replacement door. The second rep told me I could destroy or donate the replacement door, I asked her to provide that notification in an email which she refused and indicated that she was going to terminate the call. Total length of call was 1 hr. ********************************************************************************************************************* to speak to management. Overall customer service was horrendous, I was initially called a liar regarding the door finish and that she would not believe me unless I provided her with documentation (which I did). I had been placed on lengthy holds at least 4 times which were 15 mins or longer each time. Andersen refuse to refund my upgraded cost or provide an upgraded quality door.
Business response
10/24/2024
I am sorry to hear that the customer was frustrated by their experience with our call center agents. I will have an Andersen ***************** manager contact the customer within 7 to 10 business days to speak with them regarding their concerns.
Initial Complaint
10/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Failure of ******** windows keeping moisture from rotting window and infiltration of wood consuming insects ( Formosa termites)
Business response
10/22/2024
Thank-you for the information regarding this customer. We do not believe we have any record of the customer previously contacting us. I will have an Andersen ***************** Manager contact the customer. Contact can take between 7 and 10 business days to happen.
Initial Complaint
10/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
During tropical ***** ***** my hurricane rated windows leaked. all 4 casement leaked under winds 50mph gusts. Andersen only offered seal replacement and a charge for labor/travel of workers for $1,147. these are certified windows required by ************************************* due to living on the gulf coast. the fix should be paid in full by the manufacturer. these are supposed to be the strongest built windows yet cannot hold against a mere tropical gusts of winds.
Business response
10/21/2024
Any windows may have water infiltration if the performance rating is exceeded by the storm. A tropical storm would most likely exceed those performance ratings.
Customer response
10/25/2024
I am rejecting this response because:

I stated that these are hurricane rated windows. They are required for living on the gulf coast. The response of exceeded the integrity of the window and leaked at mere 50mph gusts from a tropical storm should concern Andersen as a company moving forward. I really dont think tropical ***** ***** had 50mph gusts in my area to be honest. Attached is on clip and one sticker photo of the model. All 4 casements leaked. Not one but all 4. The inspector for my tx windstorm claim said they are installed correctly just not the quality I was sold.
Business response
11/01/2024
I understand the customer is frustrated but our position is that the storm may have exceeded the performance levels of the Andersen products. This is not covered under the Andersen Limited Warranty. The Andersen Limited Warranty is available on our website at ******************************. I will ask that an Andersen ***************** Manager give the customer a call as well. This could take up to 7 to 10 business days.
Initial Complaint
10/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The window operator for my Andersen window broke (it happens). I used the Andersen website and my window productid to find and order the correct part. It arrived and it wasn't the right part. After contacting them I was given the correct part number to order. When I asked about returning the incorrect part I was told that I had to pay a 20% restocking fee and that I would have been told this when I ordered the part. I went back online to order the correct part and there is NO notification on the website concerning a restocking fee. All I want is to send the incorrect part back (I'm find paying shipping) and getting a full refund from Andersen for the part. Then they need to fix their policy or their website.
Business response
10/21/2024
Thank-you for letting us know about this customer's concerns. An ********************** ***************** manager will reach out to discuss their concerns.

Customer response
10/23/2024
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. In fact, the company went well beyond what I expected and I would highly recommend them to anyone.
Initial Complaint
10/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On March 4, 2024 we purchased 48 Andersen 400 series windows for our 20+ year old home. We spent $50,975.22 on windows only, no labor.The business was to provide fully operational, functional windows without flaws.Upon installation by a licensed Andersen window contractor, we discovered 25% of the windows have manufacturing flaws. The contractor told to contact the supplier, Loudoun Lumber, who then told us to contact Andersen Windows directly. We have been calling Andersen Windows since July 2024 and getting a runaround. Every time we call we get a different "supervisor." Now we are told to contact a new contractor who will come out to inspect and fix. We have contacted this contractor several times. SOME of the replacement parts are allegedly in at ******* Lumber but Andersen is not coordinating. For FIVE MONTHS we have been trying to get this resolved. I have repair ID tape all over my windows and missing mullions no one seems to know the whereabouts of. Not the look I was going for when I invested my hard earned money in what are suppose to be quality windows. Andersen Windows' warranty is horrible and they are NOT trying to resolve this problem at all.
Business response
10/17/2024
I apologize that the customer has been frustrated by the response they have received from Andersen Service. I will follow-up on the customer's concerns with the relevant service representatives and someone will reach out to the customer after we have reviewed the file. Reviewing this information and contacting the appropriate individuals may take up to 7 business days.
Initial Complaint
10/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased an ******** door approx 2 months ago. The contractor wasn't available to install said door until last week. Upon install there is a sticker on the door that says do not return to store call number listed if any damage or if parts are missing. I was missing a closer, and the handle to change the glass and screen. Upon calling the number listed I was told I needed to have a receipt to get parts sent to me. There is nothing on said sticker that denotes needing to have a receipt. I was unable to get a reprint from the store purchased from due to it being a cash transaction. All 3 doors in my home are Andersen, storm door and exterior door. I also have Andersen windows in my home. I am disappointed in the customer service to say the least. I expect to receive the window handle and a closer free of charge.
Business response
10/10/2024
I understand that the customer is frustrated by our response to this request and I will therefore have an Andersen ***************** Manager give them a call about their request.
Customer response
10/14/2024
I am rejecting this response because:
I have yet to receive a call or resolution. Could change after receiving a call, but that hasn't happened yet so as of now I am not satisfied.

Business response
10/17/2024
I apologize that the customer has not yet heard from our team. The return call can take up to 7 business days. I will follow-up on this matter with them. Thank-you!
Initial Complaint
10/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Approximately 2 1/2 years ago, we built a new home in *******, **, and purchased Andersen windows and doors. These were installed by a licensed California contractor and inspected and approved by the county. Unfortunately, one of the Andersen windows has failed and begun to bow, and one of the large sliding glass doors is leaking water into the ******** contractor and I have been reaching out to Andersen for over two years, but we have been given the runaround without any real solutions. They have sent multiple representatives to inspect the door and are not offering any resolutions to this issue and state Call back in 3-5 business days. This company stated they have a ***** year warranty on their windows and doors however, they are yet to honor their 15-year warranty. The water is leaking into the house, leading to potential water damage and the risk of mold development. I would like this company to either replace the sliding glass door, replace or give full refund for the slider and the install. I can provide email correspondents if necessary. The reference number for Andersens is ******** .
Business response
10/15/2024
Please let us know who the customer has spoken with at ********************** that would be helpful. The description of the Limited Warranty does not match Andersen's Limited Warranty, The Andersen *****-2-***** LImited Warranty provides 10 years or non-glass parts and 20 years on glass. I will have an Andersen ***************** manager contact the customer. The contact may take up to 7 business days.
Initial Complaint
10/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Racism and favoritism - It came to my attention that one of my ********** when I was working at the time did a **** salute in the middle of the work place and wasnt disciplined for it.- I was given points when refusing to work with another employee because this person made me feel uncomfortable and another co worker of mine did the same thing but was not disciplined
Business response
10/09/2024
Andersen will review this matter and respond.

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