Complaints

This profile includes complaints for Andersen Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Andersen Corporation

  100 4th Ave N Bayport, MN 55003-1096

• 

  Andersen Corporation

  PO Box 6029 1 Silver Line Drive North Brunswick, NJ 08902-6029

• 

  Andersen Corporation

  207 Pond Ave. Middlesex, NJ 08846

• 

  Silverline Building Products Corporation

  1800 Westfork Dr Lithia Springs, GA 30122-1559

• 

  Andersen Corporation

  2223 NE Creek Pkwy Durham, NC 27713-1851

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:03/06/2024

  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.

  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

  Date: 03/12/2024

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

   

  Customer Answer

  Date: 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!  
  
  

• Initial Complaint

  Date:02/28/2024

  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.

  Two storm doors installed within last 3 years failed due to water infiltration into wood core. On bottom bare wood was exposed to ware and water entered at bottom of window. Notice October 2023. They replaced with claimed improved panels in December. Had both doors changed in February 2024 and found that replacement doors had exposed wood which will be subject to same failure. Very poor design and quality. Storm doors should not fail within 3 years by water coming in contact with bare wood.

  Business Response

  Date: 03/01/2024

  An Andersen ***************** representative will contact the customer to talk about their concerns.

   

  Customer Answer

  Date: 03/01/2024

   I am rejecting this response because:
  
  I received a response and a replacement panels for both doors with the same bare wood areas which will result water infiltration when installed.  They should have sent panels which had the problem bare wood areas covered.  The bare wood area is located at the bottom of door which is in the u shaped weather strip holder and holds water.  Also the window area is not sealed on these and will also have water infiltration.
  

• Initial Complaint

  Date:02/23/2024

  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.

  We purchased and installed 3 sets of 200 Series Narroline Gliding Patio Doors from Andersen. We have had problems with all 3 sets of doors from the day they were installed in 2017. The doors do not have a set "center", and the weatherstripping does not catch together such that they move significantly from side to side if they are not manually centered, which leaves a big gap where air flows into the house. We did not address the issue with Andersen immediately, which was our mistake, and then COVID ... when we did have a licensed service person come out, we were told this is a problem he has seen many, many times with these doors and that Andersen has a "fix kit" of sorts, i.e., an "Interlock Weatherstrip Set" containing everything required to fix the problem. This is basically a design defect, and the fact that there is a "kit" to fix the problem shows that mine is not an isolated issue. Unfortunately, while the kit itself is provided under warranty, the labor is not. Andersen quoted me over $1,000 to fix the doors. I "escalated" my complaint and was even told that the kit is an "upgrade" not an acknowledgement of defect and I was offered a copy of the warranty numerous times. On what planet would the original design be considered appropriate? I cannot understand how the consumer is left with this cost to repair an obvious design defect. If my car had a recall, I wouldn't be charged labor to repair a defect.

  Business Response

  Date: 03/01/2024

  I am sorry to hear the customer has been dissatisfied with the response they received from our Andersen *****************.  The Andersen Limited Warranty and other helpful information on Andersen products is available at www.andersenwindows.com for your review and reference. I will have an Andersen ***************** manager give the customer a call. 

• Initial Complaint

  Date:02/18/2024

  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.

  Warranty Case # ******** The door is defective, the door is flush in the center, at the top and the bottom there is a gap- we can see daylight. Pictures were sent in response to numerous requests.12/18/23 called Emco Door to report a defective door. *** sent an email advising what we need to do to start warranty claim. We provided information requested including pictures and receipt.12/21/ We received an email from ***** requesting additional pictures , we sent pictures on 12/24/12/27/ Received response from ********, requesting additional pictures and information. 12/28 we sent additional information requested.12/28/, ******** requested original pictures be resent. 12/29 we resent. 12/29 ******** responded that we needed to inspect if the latch rail is bent. We sent additional information. 12/31/23 We sent another email explaining door is flush in center and there is a gap and the top and bottom of door, how could the door be okay and not defective?1/02/24 ***** responded stating the door is not warped/defective that we needed to check to see if the rough opening is correct. The panel measurement will be approximately 3/4" less than door size.1/6 we responded informing ***** that this is a replacement door and to please clarify what he is requesting. AGAIN asked if he thought it was normal to have a gap at the top and bottom of the door. We also requested a Supervisor or Manager call us.NO RESPONSe.1/19 We sent a follow up email asking what we need to do to move claim forward. No Response 1/27 sent follow up email. To date 2/18 No Response.I was going to send the *********** ********************** a letter with the email correspondence asking for assistance, when researching for a corporate address for corporate officers all that is found is a **************** phone # and address.Would appreciate a full refund for the door $279 +tax. They should spend as much time on quality control as they do on training employees to dismiss customers.

  Business Response

  Date: 02/20/2024

  I am sorry to hear of the customer's frustration with their experience with the Andersen *****************'s response to their contact. An Andersen ***************** manager will contact the customer to discuss their claim. 

  Customer Answer

  Date: 02/20/2024

   I am rejecting this response because:
  

  Today 2/20/2024 we received a phone call from ****, we returned her call.  She asked if we wanted a replacement door or refund, we told her a refund.  She said she would process the manual check and we should receive in ***** business days.  We will let the BBB know when check is received at which time the case can be closed.   

   

  Thank you for your assistance.
  

  
  

• Initial Complaint

  Date:02/18/2024

  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.

  We built a home with ******** windows and doors- we have had tremendous issues with the quality of work. Our sliding doors are warped and leak cold air and wind. We have been in contact with ******** for the past year and half. They refuse to change the door and just recently their technician and their account manager entered our home yelled and my husband and said we were hesitant to service your home because it has been having ongoing issues- then they continued to make up a story that we used abusive language and stopped responding. The room has a 65 temperature on the 2nd floor when the thermostat is set to 73. We feel the wind come through. They have refused to honor the warranty. We have many videos and images that e have shared with the business under the Case #******** We need a resolution for this door. We recently quoted a pella brand alternative to replace this door for $11,500.

  Business Response

  Date: 02/21/2024

  An Andersen representative has been in contact with the customer regarding a time to come out to their home. 

• Initial Complaint

  Date:11/15/2023

  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.

  We chose the Series 400 double hung windows for our new construction because we thought they were the best on the market. Our local **** ************************ was inadequate and willfully omitted pertinent information regarding these windows to procure the sale. Upon installation we discovered that the windows had no jamb extension and any blinds or shutters would have to hang on outside of window. Secondly, the window left large gaps around the perimeter of the window. The jamb doesnt meet the interior Sheetrock and trim leaving large gaps. Totally unacceptable I want a refund on all windows.

  Business Response

  Date: 11/22/2023

  Andersen will review the customer's concerns and a manager in the ********************** *********** will call them to discuss.

   

  Customer Answer

  Date: 11/22/2023

   I am rejecting this response because:
  After speaking with the Andersen **** ****** she offered absolutely no resolution. We would like an Andersen professional to look at our windows and offer some type of resolution.
  
  

• Initial Complaint

  Date:11/14/2023

  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.

  Hello,We have ******** Windows in our home. Probably installed 23 years ago. They are all in great condition, exception one, where the wood is rotting on the bottom of the window. We've attempted to contact ********, and have not heard back.We would like to order just 1 window replacement. We do not need any installation, just need a matching window.Could you please help us.

  Customer Answer

  Date: 11/15/2023

  ******** Window & Doors

  Business Response

  Date: 11/22/2023

  An Andersen *********** representative will contact the customer.

   

• Initial Complaint

  Date:11/10/2023

  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.

  We moved into our home in May of 2021 (home was built in 2015) and immediately noticed the trim around several (5+) windows was soft and swollen. In fall 2021 we contacted the local distributor for the ******** windows that were installed. We were told that the prior owner had filed a warranty request and ******** had come out to "fix the defects in manufacturing". Since the initial repair done for the prior owners was not sufficient, we asked the distributor to file a complaim to have our windows checked again. The distributor told us that this is a very common defect with this generation of fiberglass windows, unlilke vinyl windows that can be thermally "melted" at the joints , fiberglass windows must be manually sealed, apparently the sealant/foam they used within the frames was not applied correctly for this series of windows. Therefore the rain hits the pane of glass, falls into the channel at the base of the window and through capillary action is sucked into the interior of the house, the trim and the underlying wood. We were exceedingly patient, ignored the issue during the summer when everything was dry. But in Spring 2023 we finaly resorted to visiting the ******** distributor in person and saying "this must be resolved" - they said they would once again contact ******** and request a warranty service.We were finally contacted by phone on Oct 19 '23 that someone would be contacting us within 2 weeks to schedule a consultation.We are now heading into our 3rd winter in the house - the windows are once again leaking and our trim is swelling. Our neighbors who had the same fiberglass ******** windows replaced all of their windows. I'm sure that if ***********************, *********************, *********************** or any of the ******** excutives or board of directors had leaking windows, swelling trim, and mold in their childrens bedrooms - they would do whatever they could to get it resolved. Stand by your brand and your business and do what's right.

  Business Response

  Date: 11/22/2023

  It is my understanding that Andersen has been in touch with the homeowner in this matter.  I will have an Andersen manager from the call center contact the homeowner regarding their concerns.

   

• Initial Complaint

  Date:11/09/2023

  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 the Spring of 2023, we purchased 28 A series windows and 2 French patio doors from ******** Windows through a dealer (Dartmouth Building Supply,) The ******** order totaled over $53,000. One of the doors arrived damaged with a cracked base. We asked our dealer to have ******** replace the damaged door. It took several weeks to get a response. ******** finally answered with a refusal to provide a replacement. The claim # supplied by our dealer is: IQR *******. The dealer offered us to sell a replacement frame at cost with a price of $1,200. The door we purchased cost $3,219. This offer is not satisfactory. We request to have the door replaced by ******** at no cost since it arrived damaged. Please assist us in resolving this issue.

  Business Response

  Date: 11/15/2023

  An Andersen *********** representative will call the customer about their concerns. 

  Customer Answer

  Date: 11/21/2023

   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.

• Initial Complaint

  Date:11/08/2023

  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.

  A pair of Andersen-Emco storm doors, which were manufactured about 12 years ago, rotted out on my deck due to the poor manufacturing quality. After sending pictures of the defective doors, Andersen-Emco agreed to reimburse me with a 50% warranty claim to replace the doors up to a total of $415.60. The claim # was ********. I have this in writing. OK, so far.After numerous calls with customer service ***********************'s phone rep is a person grossly lacking in English skills), Andersen-EMCO instructed me to replace the doors (which we agreed could be done by HomeDepot), and I would pay ********** and they would reimburse me up to 50% or a maximum of $415.60. ********** finally got around to replacing the doors, for which I paid them $874.00. However, after re-contacting Andersen-Emco, they are now refusing to pay me what they promised. Andersen-Emco owes me $415.60. I have my email dialogue with Andersen and my proof of payment to **********.

  Business Response

  Date: 11/15/2023

  An Andersen representative will reach out to the customer to discuss their concerns.

   

  Customer Answer

  Date: 11/15/2023

   I am rejecting this response because:

  ANDERSEN STILL HAS DONE NOTHING TO REFUND THE PROMISED $415.60 FOR THE DEFECTIVE STORM DOORS THAT I REPLACED AT MY OWN EXPENSE (AFTER THEY PROMISED TO PAY HALF - UP TO $415.60).  TO SAY YET AGAIN THAT THEY WILL REACH OUT TO RESOLVE IT AT SOME UNSPECIFIED FUTURE DATE WITH NO ACTION IS ENTIRELY UNACCEPTABLE.  I'VE BEEN 100% HONEST WITH ANDERSEN AND THEY HAVE NOT BEEN SO WITH ME.  AT THIS POINT ANYTHING LESS THAN ANDERSEN'S PROMPT CASH PAYMENT TO ME FOR THE PROMISED REFUND WILL BE REJECTED BY ME (AND I WOULD THEN CONSIDER ANDERSEN A DISHONEST FIRM WITH WHOM I WOULD NEVER DO BUSINESS AGAIN).  BBB - WHAT MORE PROOF DO YOU NEED???
  
  

  
  

  Business Response

  Date: 11/15/2023

  I am sorry to hear that the customer is frustrated with our response to their complaint. Andersen received the BBB Complaint and we responded that we would be having an Andersen Representative reach out to speak with the customer about their concerns. This is a reasonable response to this claim and we will make contact with the customer within 5 business days.  Please let me know if you have any questions. Thank-you for contacting Andersen about this matter.