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 N Brunswick, NJ 08902

• 

  Andersen Corporation

  2549 Innovation Dr Marion, OH 43302

• 

  Silverline Building Products LLC

  16801 S. Exchange Ave. Lansing, IL 60438

• 

  Emco Enterprises Inc

  1917 Dean Ave Des Moines, IA 50316-3720

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:02/10/2023

  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.

  They sold me a door, and the weatherstripping has come loose three different times in a year and a half. There is clearly something defective with this door, and they refuse to have someone come out and fix it. They keep offering to send me the same parts that they have already sent that has not fixed the door. This is a $4,000 door, and I want it replaced with one that is not defective or fixed in a way that is up to the standard of a brand new door.

  Business Response

  Date: 03/27/2023

  We have attempted to reach the customer on numerous occasions.  We are unable to reach the customer. The customer needs to contact us in order for us to respond to this complaint.  

• Initial Complaint

  Date:02/03/2023

  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.

  On May 13,2019 I purchased 2 ******** **** series ventilating storm doors in black. I have no problem with the one one the back door but the front door failed to lock properly- the lock just kept spinning. I went on u tube and saw where this was a very common problem along with a tutorial on how to reset the lock by putting the key in and turning that one way while turning the inside lock in a different direction to reset the lock. It worked for a few weeks but then started to just spin again. Meanwhile I called customer service and they sent out a new lockcase on 12/19/19. I had that installed and again the lock worked for a short period of time but then I had to continually reset the lock manually. Again I called customer service and again they sent me another lockcase in 08/22 - meanwhile I am still constantly having to reset the lock manually. I am a 75 year old widow and do not feel I should have to do this to lock my door. The lock has not worked for several months and I am now holding the door closed with a bungee cord which is insane. I feel my only recourse is to replace the door complete in the spring but I also feel ******** should be responsible for this as my complaints with customer service started a few months after the purchase of the doors. I called customer service today and the said the can only send me another replacement lockcase. I said whats the point - the door is a lemon. Please help me. I just want a locking door so that I can feel safe living alone. I have researched this problem and apparently its a very very common problem. Thanks in advance for your help.

  Business Response

  Date: 02/14/2023

  Andersen will have an Andersen ***************** manager contact the customer regarding their concerns. 

• Initial Complaint

  Date:01/31/2023

  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.

  *********************************** SHUT DOWN this c*** of a business! Never buy windows or doors from this bootleg company. I purchased a storm door at *********** STORM!DOOR! It was opened at store prior to me buying it but I didnt make a big deal I bought door. Well installing it I realized it was missing parts, as it was being opened and closed, normal wear, the hinge came apart, I reached out to this company and they said the damage was caused by wind. I never even mentioned wind there wasnt even any wind present. It wasnt wind they stated they dont cover wind damage. It was NOT wind but isnt this door a storm door? Lol They are just assuming that it was caused by wind, i never mentioned wind. Theres no wind. Its defective from ***** Its a storm door! their products are defective, the frame was warped and I didnt deliver the **** door to home depo because they wouldnt take it back! This company will not honor their warranty! I never once said it was wind damage. I said it was opening and closing the defective door! Not no freaking wind! Go with another company! My friend got windows from this company and they exploded! They suck! Do not buy anything from this company! And then to top it off they said well send you parts ? HUHHh? The door is defective what parts do you want to send me? And get this? The parts arent free! I gotta pay! Lol a joke! Soon you guys will be out of business. Awful company! I want my $400 back or a new door! But clearly this ghetto company needs the money more than me. They are broke I persuade everyone to write reviews and complaints and to NOT support this crappy bootleg business! They wont honor their warranty even though it says they have a warranty when you buy their crappy products! Theyll do anything NOT to honor that ghetto warranty! Do your jobs! *** SOON robots will be taking over these menial jobs! People sitting at desk claiming a wind instead its your cheap defective parts made in *****

  Business Response

  Date: 02/08/2023

  Andersen requests that the customer discuss the concerns with an open box with ************** where they purchased the door.  The call center can identify wind damage that might occur by photos and/or a description of what the customer describes to them related to any damage to the door.  This is not covered under the Limited Warranty. I would be happy to provide an additional copy of the Limited Warranty to the customer if they would like an additional copy. 

  Customer Answer

  Date: 02/09/2023

   I am rejecting this response because:
  
  The door is defective! I have it writing for my files lawsuit. This company is a fraud. I never once mentioned wind damage. In court you have to prove it was wind damage. It was a defective door. I didnt know this crappy company were psychics. Do not spend your money on these scammers, soon theyll be closed down robots taking their jobs in a crappy company!  No way these doors can sell knowing they are defective Doorss and they false advertise with their limited warranty! Im telling you the door is defective how do you admins think youre doing your job? Awful customer service. Its ok, Becuase Im reporting to the attorney general and filing a lawsuit. You can go prove to a judge it was wind damage. I NEVER mentioned wind damage! Respond to the lawsuit. I will get my money back. And I will make sure every consumer knows on every website this company is awful at honoring their warranty. Scammers! Do not buy this brand! Now everyone can see that they cant even sell doors. You sell storm doors but somehow your warranty doesnt cover wind? HUHHHHHh? What kind of warranty is that? Its FREAKING storm door! Useless company. I want my money back or a new storm door. The court date is coming up lol 

• Initial Complaint

  Date:01/30/2023

  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.

  The door purchased came with a lifetime door parts replacement. After filing a complaint (********) they refused to honor my lifetime warranty. The company changed the warranty rules after the door was purchased. They must honor the warranty offered when the door was purchased, they can't change the warranty post purchase to basically not honor warranty. I want the parts I sent picutures off that were supposed to be under lifetime warranty. I'll only be satisfied with the lifetime parts being replaced as per the original warranty.

  Business Response

  Date: 02/01/2023

  I am sorry to hear that the customer has been disappointed with **********************'s response to their concerns.  I will have an Andersen ***************** Manager contact the customer to discuss. 

  Customer Answer

  Date: 02/03/2023

   I am rejecting this response because:
  
  No one ever contacted me.

• Initial Complaint

  Date:01/30/2023

  Type:Delivery 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 called to order a replacement screen door on Jan 30th apprx ****pm. The agent was rude and argued with me when I couldn't find a triangle shaped emblem she said you don't have a Andersen door and was ready to terminate the call very quickly. I told her my door has a Andersen sticker and the screen door has Andersen on the handle. She did not treat me as a customer she was speaking to me as a child her tone was rude, disrespectful and condescending. My case number for my door is ********.

  Business Response

  Date: 02/06/2023

  Andersen is sorry to hear that the customer was unhappy with their contact with the Andersen Call Center.  I will have an Andersen ***************** manager contact the customer to discuss their concerns. 

• Initial Complaint

  Date:01/18/2023

  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.

  Purchased fourteen (14) Andersen A-Series windows in Aug 2022 for a cost of $24,000 plus $5,000 for installation. After waiting four months for delivery, the windows finally arrived in late November 2022 and were installed the week of 12/5/22. Following the installation, two of the windows do not open or close and one is stuck in the open position and exposed to the elements. I opened a claim (Claim ******) with ********** on 12/8/22. After several weeks of no communication I contacted ********** again (Andersen requires customers to work through the dealer where the Windows were purchased) and was told it would be two weeks before Andersen would contact me. I also called AW directly and was told 'd have to wait with no explanation. I called HD again on 12/28/22 and was told it would be another 2-3 weeks before AW would contact me to schedule a home visit. On 1/13/23 I again contacted HD and was told it would be another 2-3 weeks before AW would contact me. HD indicated repeatedly they were caught in the middle and there was nothing they could do. on 1/17/23 I reached out to AW via ******* and was told to continue working with my dealer and was essentially dismissed. After spending ~$30k for the windows and installation I'm stuck with two windows ($2,700 value) that do not work and towels are required to keep the elements out of the house. After making this significant $30k window investment its extremely troubling to be ignored by AW.

  Business Response

  Date: 01/19/2023

  Thank-you for letting us know of the customer's concerns. An ********************** ***************** Manager will contact the customer as soon as possible to discuss further. 

  Customer Answer

  Date: 01/19/2023

   I am rejecting this response because:
  
  
  AW has not contacted me yet about this issue and their response is representative of previous responses.

  Business Response

  Date: 01/19/2023

  Thank-you for the information. Andersen has the right to respond that we will contact the customer in a reasonable time frame.  It is not reasonable to say that we haven't called when my response was just sent late this morning to say that we would be calling the customer as soon as is possible. There has to be an allowance of time to review the information provided and then contact the customer. ********************** will contact the customer in a reasonable time frame after having enough time to review the information.  

  Customer Answer

  Date: 01/20/2023

   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.

   

  AWs response indicated they would call me as soon as possible, I rejected their response because it was open ended, not definitive, and consistent with their previous six weeks of non-action. They did reach out Thursday afternoon. Thx
  

• Initial Complaint

  Date:01/08/2023

  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.

  We are building a kitchen addition onto our house. Our contractor ordered 6 Andersen windows and an 8ft sliding glass door in the beginning of September 2022. We were originally going to go with another company, but Andersen told our contractor that they would deliver the windows in 4 to 6 weeks. The other company was significantly longer. So we decided to order place the order with Andersen. Im writing this complaint on January 8th 2023. The windows and door still have not been delivered and Andersen will not tell us when to expect the them. Our construction is on hold until the windows arrive so our addition has no siding. Andersen has not contacted us, our contractor, or the lumber yard where the order was place to apologize or to offer any explanation as to why we are at 17 weeks and still waiting. Since the order was placed at the lumber yard by our contractor, I dont have ready access to the order number. The order was placed at *****************************. One of the most frustrating things is that Andersen will only talk to the lumberyard, not to the homeowner. So there is no one for us to contact.

  Business Response

  Date: 01/19/2023

  Andersen will have a customer service representative call the customer. 

• Initial Complaint

  Date:12/29/2022

  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.

  Windows and doors purchased from ******** Corporation Apr/May of 2022 with delivery estimate of July. Bulk order of windows showed up end of July as expected, since then windows have come in sporadically with over 10 delays since Aug, damaged products and most recent delay today 12/29 for the last of my order. My home has been delayed months due to ********* continued incompetence, delivery windows that are pushed back 6 weeks at a time only to come to deadline with another delay. My case has been escalated to executive level, but continue to get the brush off when contacting them about continuous delays. These delays are costing me a lot of money. From higher interest rates on my mortgage, to heating bills, storage units, sub contractors that cannot complete their work to name a few. I will be consulting with my attorney after the holidays, but figured I would start here to try to resolve this. ******** is a very large company and seem to be disinterested in or capable of completing orders they currently have on the books. Current case number at ******** ********

  Business Response

  Date: 01/03/2023

  An Andersen resolution manager will contact the customer about their concerns. 

  Customer Answer

  Date: 01/04/2023

   I am rejecting this response because:
  
  ******** Windows response that they will have someone contact me is not a resolution. 

  Business Response

  Date: 01/06/2023

  Andersen contacting the customer is an acceptable response to the ******************** complaint. We have to be able to talk to the customer in order to evaluate the concerns. That evaluation involves contacting the customer. This is our resolution at this time. 

  Customer Answer

  Date: 01/06/2023

   I am rejecting this response because:
  
  I have been in contact with ******** since August of 2022, for them to allude that that they are unaware of my concerns is part of the problem. Perhaps they should reference my name and case number to follow the email stream created over the last 6 months and then formulate a response to this complaint. Delays, damaged products upon arrival, wrong products delivered and a host of inaccurate delivery dates that only make planning impossible to finish a home. Sad, ******** use to be a reliable company. 
  
  

• Initial Complaint

  Date:12/16/2022

  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.

  I have called these people on 3 occasions,,,, my windows will not lock ,,, they come replace hardware lock them and tell me leave them locked for a couple months !!!! Its spring time ,,, what is the use in having windows if u can't open them ?????? Than when I do take their recommendation they still won't lock ,,,,, ********* dollars for 7 seven windows ,,,, I should be able to open ,,,,, and lock every use ,,,, none of the locks work on all 7 windows ,,,, VERY DISSATISFIED AND DISAPPOINTED IN THESE WINDOWS !!!!!! MY HOUSE IS OPEN FOR A FREE ALL !!!!!!!!!!

  Business Response

  Date: 01/03/2023

  I am sorry to hear the customer has been frustrated. I need additional information in this matter. Could we get more details on where the product was purchased and when? Any additional information would be helpful. 

• Initial Complaint

  Date:12/10/2022

  Type:Sales and Advertising 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.

  Andersen Windows sent me 3 broken windows in July. I filed the warranty information asap with Andersen and distributor. Andersen refuses to fix it and gives the run around. I have to call the dealer because they wont talk to me. The dealer is just as bad saying he cant in touch with Andersen.

  Business Response

  Date: 12/14/2022

  An Andersen ***************** manager will contact the customer to discuss their concerns.