Andersen Corporation

Initial Business Response / [redacted] (4000, 12, 2015/11/18) */ Yes, her screens and grilles will work with the new replacement sash and panels ***copied and pasted from email Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Revdex.com Complaint Case# [redacted] (Ref#19-18- [redacted] -13-1100) Although Andersen has addressed the resolution to my situation with me, via telephone, agreeing that they would replace the windows at no cost to me, their reply to you folks at the Revdex.com was in regard to the screens and grillsTherefore, I would have to say that their response to you did not address the original complaint that I filed with you, and it did not address how they intended to resolve itTherefore, I feel that their response should include the fact that they agree to replace the windows at no cost to mePlease do not close this case until the Andersen Corporation has completed all work Sincerely, [redacted] Revdex.com Complaint Case# [redacted] (Ref#19-18- [redacted] -13-1100) Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 8, 2016/01/15) */ The customer had stripped screws that hold the hinge sid z-bar to the door slabThis is not something that is covered under the limited warrantyThe only way the screws can come out would be due to an external force being applied to the door slab or the screws were over-tightened at the time of installation (not done by Andersen)On December 30, we talked to the customer and as a goodwill gesture we provided a new Z-Bar and the customer received that on 1/7/There was a part missing I believe and another part was sent on 1/7/that he should be receiving shortlyThis is all goodwill on the part of Andersen to the customerAn agent will contact the customer after they receive the new part to make sure they are ok with what has been sent Thanks! ***copied and pasted from email Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a sufficiently responsible or honest response I did not want to be sent repair parts but wanted a new door sentThe installation was done by a professional and did last for several years before breaking down due to hinge detachment and broken hinge pins, all due to usageI personally believe that the door started its detachment from using the push button door closers, putting to much stress on the hinges but my argument was never considered, as Andersen only wanted to find a way to disallow any claim for a new door The assumption that the screws were stripped due to poor workmanship is simply not trueThe hinge attachments simply did not last long through several winters due to the soft aluminum construction ands use of the door closers First an empty package was sent, then a week later, the wrong size part was sent Now I am to wait again for a month for another shipment before I have to hire another professional to replace, repair and reinstall the door with replacement parts rather than a full door assembly It is very cold in my house all this time and now I need to incur a second full assembly and installation expense because Andersen will not stand by their warranty to replace a warranted doorThe very fact that replacements parts are being shipped to us implies that the door has failed, and Andersen will not take full responsibility There has been no honest good will as we, the customer has had to argue for every step, spend much time on the phone wait for weeks at a time and beg for some kind of real support from a reluctant customer service I am not satisfied that this is all that should be done I feel that Andersen's good will does not exist and some real compensation is due Final Business Response / [redacted] (4000, 21, 2016/02/09) */ Andersen has repeatedly contacted the customer regarding his concernsI understand that he would like to be compensated but this is not covered under the limited warrantyThe Andersen Solution Center has been in touch with the customer and as of this date our customer rep Craig [redacted] was going to follwith the customer in weeks to see if he had received the part that we shipped to himWe are working with the customer to get him the part that he needs for his door under the terms of the limited warranty

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ Andersen has spoken with the customer regarding her doorsAndersen has never had a lifetime warranty on Andersen gliding patio doorsThe Andersen limited warranty is years on glass and years on component parts As the customer mentions in their complaint that she purchased the doors in In Andersen did not have a written limited warrantyEven if we apply the limited warranty that was first printed in the doors are out of the limited warranty time frameShe called into the Andersen call center in October and we provided her with quotes on replacement panels for her doorsThe customer stated she would probably order one panel at a time and that she would call us backWe have not heard anything further from the customer since that timePlease let me know if the customer would like us to contact them regarding purchasing replacement panels Please let me know what else we can do to provide you with information related to this claim ***copied and pasted from email Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/13) */

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have spoke to Mr Greg [redacted] today at Anderson corp and stated to him that the REP that they assign to inspect the window said that he would tell anderson to replace all the windows Mr Greg said that he would need a little more time waiting to hear back from him

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The door has not been damaged by wind or abuse and I welcome them to come and inspect itI agree that the sun should not have warped the door but have no other explanation for the warpThis is why I suspect that it is defectivePerhaps sone hairline crack in the frame of something? I have no clue other than it started the month that it was installed and has gotten progressively worse as time goes byIf it continues as in the past I will need a new door within the next year or twoMy front door is also Anderson and I've had no issues with that one

I am very sorry to hear that the customer has been dissatisfied with the performance of his Andersen Storm door The storm door will not be able to keep all insects from entering the customer's homeAndersen manufactures a storm door that is meant to assist with protecting the entry door and the home from the elementsI apologize that the customer has been dissatisfied with our responseAn Andersen service representative will contact the customer to discuss his concerns furtherPlease let me know if there is anything else I can do to assist with this customer's concern

I have talked to our customer service group They are telling me that it is not possible for us to have sent out Zbars that are shorter than 81” We will need to get photos of the doors from the customer I will have our call center contact her for thoseThe only way we can move forward is if the customer cooperates with our call center in this matter We have compromised in this matter $is too much money for the installation We have first offered $and now we have offered $towards that installation Again we need the customer to compromise with us at this point***copied and pasted from email

Initial Business Response / [redacted] (1000, 6, 2015/06/26) */ The customer contacted the Andersen WindowCare Service Center on May 18, by e-mailAt that time he was told that we may replace the hinge but she needed more information including the serial number and contact informationOn May 22, the call center responded by e-mail to the customer and asked for the serial number and complete address and phone number in order to respondOn May 27, Andersen e-mailed the customer and asked if the door was sagging or binding and asked for a photoThe customer subsequently sent a photoAt this time our customer service rep e-mailed back in response to the photo sentThe hinge rail (shown in the photo that they sent) is not attached to the door panel and the screws cannot be tightenedThis is not a manufacturing defect because the hinge bar is not attached to the panel prior to installation (installation of this is done by others/homeowner/contractor during the installation at the home)The customer service rep e-mailed this the customer and then sent him suggestions as to what may have occurred with the hinge bar in goodwill to the customer and to try and assistAndersen did not install the hinge bar and so this is not a warranty issue regardless of what caused the hinge issueTo assist the customer with the issue, the customer service rep explained that the customer might try using a larger screw to replace the existing screw (up to and not to exceed #10) or the customer could add new holes to all the hinge leaves or the customer could replace the hinge rail Let me know if you have any questions Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Customer service rep should have never stated that the doors would be replaced prior to seeing any photos Final Business Response / [redacted] (4000, 11, 2015/07/17) */ Dear Angela - I understand that Mr [redacted] is still disappointed in not getting a new door and that he feels that our customer service representative promised him a new door in the first callThe initial call center agent did not promise a new doorThe call center agent said that they would need to get more information to evaluate the problem and that it was possible that this would be covered under limited warrantyOnce we were able to see the photos that Mr [redacted] sent we realized that this was not a door issue but installation related and therefore not covered under the limited warrantyAndersen did not install the doorWe have offered a goodwill resolution to Mr [redacted] in my last responsePlease let us know if Mr [redacted] would like to accept that offer Final Consumer Response / [redacted] (3000, 13, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Andersen's good will resolution wasn't really a resolutionIt was for me to install larger screws in the door--thus the company not accepting responsibility for the poor design of the door and its hinges, when installed properly (which was done according to THEIR installation instructions)

The customer does not have a warranty on glass breakage Glass can break for many reasons that are unrelated to any Limited Warranty matters A small rock or other item can hit the unit and the break may not actually occur till sometime laterIts difficult to determine what has caused the issue In goodwill the customer our Customer Call Center will reach out and attempt to work with the customer to try and resolve their concern This would be goodwill on the part of Silver Line and does not alter the original Limited Warranty provided with the product

I am sorry to hear that the customer has been dissatisfiedSomeone from the Andersen Windowcare Solution Center will contact him regarding his concerns to discuss this matter

I am rejecting this response because: They pretty much have a negative attitude and are just coming out to show an effort and not take responsibility for the issue as stated in their inadequate reply I paid an engineer to provide a report on how bad the windows are leaking and exceeding their limitations and they are ignoring everything I will tell my story online and to the whole world if this is not rectified I have a warranty and they are refusing to honor it even after a certified engineering report

It is my understanding that Andersen has not previously been contacted by this customer regarding his concerns I am sorry to hear that there have been concerns I have reviewed the customer's complaint and it is not possible to respond to the customer's concerns without inspecting the Andersen products at the homeAndersen will contact the customer and arrange for someone to come out and inspect the products at the home A customer service agent will contact the customer to arrange for the inspection

A Silver Line service representative will be or may have already contacted the customer regarding her concernsIf necessary we will send a representative out to inspect the units

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Andersen has agreed to provide the customer ( [redacted] ) with an RMA letter to take to the retailer he purchased the door from to get a new door We believe the customer is now satisfied with our response

Andersen is sorry to hear that the customer has been dissatisfied with our response to his concerns The Andersen WindowCare Solution Center will contact him within three days to discuss his concerns

Initial Business Response / [redacted] (1000, 5, 2016/03/08) */ - We are going to send him a new reach-out lock kit in goodwillSomeone from our call center will contact him Thanks! Initial Consumer Rebuttal / [redacted] (2000, 6, 2016/03/08) */

We are sorry to hear that the customer was dissatisfied with his interaction with the Andersen WindowCare Solution CenterWe have investigated what occurredThe call center agent was going to charge the customer for shipping cost for the replacement part and therefore entered the credit card information into our systemThe call center agent then decided after reviewing the information further to ship the part under the terms of the limited warranty at no charge to the customerWhen the call center agent changed the order to a warranty matter and submitted it that cleared all information in the system pertaining to any credit card transactionWe apologize that the customer was frustrated by his experiencePlease let me know if you need any additional information

I am rejecting this response because: The representative from Andersen called me today & reiterated exactly what their previous representative concluded - that the windows are in fact the same color but they are on different material and in different lighting so they may not look the same This is a joke No customer service Just trying to get out of any responsibility I thought Andersen was a better company