Andersen Corporation

Initial Business Response / [redacted] (1000, 6, 2015/09/10) */ We are going to send someone out to inspect the products. ***copied and pasted from email. Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have no problem... w/ company sending out their own representative to inspect door. however, this has been an ongoing problem since june. I cannot use either window in door. I hope this will b done in a timely manner. I want 2 know b4 hand when someone is coming out so I can b there at the time so the door will not b locked upon their arrival. [redacted] Final Business Response / [redacted] (4000, 20, 2015/10/14) */ A rep should be contacting Ms. [redacted] this week to go out and inspect the product. Please let me know if that does not happen. Thanks! ***copied and pasted from email. Final Consumer Response / [redacted] (2000, 22, 2015/10/16) */ an andersen representative was here on wed., & repaired the door. I am satisfied.

We have provided a resolution to the customer and we believe that he is satisfied with that response

***Document Attached [redacted] This door was installed 10/From the extremely poor condition of the door, it is readily apparent that the metal was defective long before the warranty was up I was not able to get the installation document from Home Depot when I first asked for it in I happened to be speaking with a different clerk at a later date, and she was able to pull it upThereafter, I put the claim in I would again request replacement of this door Further, to expect customers to replace screen doors every years is unconscionableNot only is it expensive, but it is environmentally irresponsible for everyone to dump screen doors into landfills every years (Pictures of door with captions.docx)

When Handy Worx representatives, MrJohn [redacted] , and his associate came and inspected my Andersen Windows, he did look at all of them, write up a report, and indicate that he recommends replacing all double hung and transit windows that he inspected Andersen is now saying that they will not provide a copy of the report, and will not replace all of their damaged windows I have not asked for them to install said windows, just replace the faulty product Please provide a copy of the report written by Mr [redacted] , and replace the faulty products I will cover the cost of installation of course

Andersen has contacted her and discussed with her the concerns she has with insects/bugs in her home We understand that she is dissatisfied with our response to her concerns Insects/bugs in the home is not covered under the Andersen Owner-2-Owner Limited Warranty We have agreed with the customer to have the Andersen Territory Service Manager visit her home and inspect her products and the situation This visit is at no charge to the customer in goodwill

I am rejecting this response because:
Andersen has not satisfied my complaint, the corporation has not stood behind their product To say that as a courtesy you are giving me a few parts is a cheap effort to get rid of your responsibility for a product that is faulty If you believe looking through foggy/cloudy windows is how your product is supposed to work, then you have a different understanding of what windows do I can see that you will not take responsibility for your bad windows, so I will close my Revdex.com case, and pursue other avenues

Andersen will call and talk to the customer about her concerns

I am rejecting this response because:I was contacted by a Mr *** ***###-###-####
Anderson File ***.Mr *** is supposedly the person in charge.He absolutely refused to authorize a new door, harping on the fact the warranty only authorizes sending me the part for me to do the repair...again..actually for the fourth time..When I tried to explain why this door was defective from day one, he became , rude , disrespectful , and downright belligerent to my wife and I.If this was the first problem I would have no issue to find someone to repair it.However this is the fourth thing that has gone wrong in years.Twice the screen ripped ,once the weatherstripping failed, screws fell out of the frame , and now a piece of the Frame has separated from the glass, making it very dangerous..I will not,nor should I have to make my own repair at this point especially with glass which is dangerous..This door is definitely defective.My neighbors have theirs between and years with no problem..Respectfully ***

An Andersen WindowCare Solution Center representative will contact the customer regarding his concerns with the door

We have responded to Mr*** on various occasions. We have contacted him and we have agreed to go out and inspect the units at his home one more time for any Limited Warranty matters. We do not believe this is an Andersen issue but we have agreed to inspect the units

Revdex.com:
I want to respond to what was written by Craig to prove my point of dishonesty and poor buisness practiceThe above picture proves that there ar z bars that came in boxes with different size doors that are obviously not inches in lengthinches is clearly written on the boxesThe zbar that is the correct length is lying beside themThis is the one that was sent to me from Andersen separatelyThe contracter was there the day that Craig called me which was last weekHe talked to Craig and told him that the wrong zbars were packed in the boxes. The other distortion is the money offerings he stated in this processThey did not offer me $I learned from Home Depot that they have a flat rate contract with Anderson and that they offered them $toward the cost of having their installer put the Zbars into the door framesHome Depot did not want to accept that because their contractor did not install the doors so when I talked to them they said that the contractor that could put the doors in would do it for a total of $That is the reason that I wanted Anderson to pay Home Depot this amountI received and email from EMCO who are owned by Adnerson that they would not provider a contractor but put $toward the installation and again stated that they did not see any offering written from Tyler that he would take care of the entire mistakeCraig however did acknowlege that Tyler did docment that he would do this in his notesHe offered $towards the installation. The contractor was here on the day that Craig called an spoke with Jim *** who told him that the wrong size Zbars were packed in the boxes that state inchesJim stated that he cannot understand why Andersen are giving me such a run around when it is clearly their error. I have included the pictures of the and 3/inch zbars that were in both boxesI have included the amils from Emco that state the opposite of what Craig stated and that Tyler had put in his notes. The invoice that Jim *** wants me to send is the original invoice that was given to meIt has the total cost of installationPlease send the agreed $in reference to this invoice.Thank You*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution is satisfactory to meThe representative from Andersen Windows was quite helpful, understood my situation and resolved the issue to my satisfaction.Thank you Revdex.com for your assistance in this matter

Andersen is sorry to hear that the customer has been dissatisfied with our response to their concerns. An Andersen representative has contacted the customer to discuss further. Although the product is out of the Limited Warranty period Andersen has made a couple of offers to the customer
in goodwill for his dissatisfaction. Please let me know how Andersen may be of further assistance

We have provided the customer with goodwill parts

We have reviewed the photos of the customer’s door. The door was damaged by the windThe photos show the edge seal bent up which could only happen in an external damage type of situation such as wind. Wind damage is not covered under the Limited Warranty ***copied and
pasted from email

I am rejecting this response
because:
They did not order all of the parts they were supposed to They made an assessment in December of what parts were needed and still did not get themI see here they ordered another sash since the other one was wrongI do not see where the cranks were orderedThis has been going on entirely too long Andersen Windows has not followed up with me since the independent contractor contacted meYou would think they would to resolve this matter Having to contact Revdex.com is not good business for Andersen to get warranty work completedThank you

Initial Business Response /* (1000, 13, 2015/12/08) */
The customer has a Series storm door from Their storm door had a seven year limited warranty and they are now beyond that limited warrantyThe EMCO limited warranty that was provided with the product at the time of purchase states
that it excludes corrosionThe customer sent us photos of corrosionThe claim was denied and a letter sent to the customer explaining that on October 19,
***copied and pasted from email
Initial Consumer Rebuttal /* (3000, 20, 2016/01/07) */
***Document Attached***
This door was installed 10/From the extremely poor condition of the door, it is readily apparent that the metal was defective long before the warranty was up
I was not able to get the installation document from Home Depot when I first asked for it in I happened to be speaking with a different clerk at a later date, and she was able to pull it upThereafter, I put the claim in
I would again request replacement of this door
Further, to expect customers to replace screen doors every years is unconscionableNot only is it expensive, but it is environmentally irresponsible for everyone to dump screen doors into landfills every years

Initial Business Response /* (1000, 8, 2016/03/07) */
The Andersen TSM is setting up a time to go out and inspect the units
Initial Consumer Rebuttal /* (3000, 10, 2016/03/14) */
Re: Window Complaint
Complaint letters of 2009,2014, &
Revdex.com Case #***
(Ref# 19-18-***-3-200)
Dear Sir or Madam:
Thank you for providing an Andersen Field Representative to evaluate the problems we have been having since moving into our newly built house eight and a half years agoWe met with Chester (Chet) ***, Friday, March 4th
Mr*** was very thorough and professional taking at least an hour and a half checking out all of the windows and taking calculations with various instrumentationWhile here, he also corrected a problem with our Andersen Series Frenchwood Hinged Patio Door and provided a cleaning agent that I believe will finally clean the coated window glass without streaking
Although in his opinion there was no problem with the construction of the windows, he did have a couple suggestions to possibly elevate some of the condensation and icing problemsHe will provide sash lock shims to help the windows fit tighter and next winter provide Andersen storm windows for one room as an experiment to see if storm windows will resolve the remainder of the problemsWhile we are not too thrilled about the additional cost of the Andersen state-of-the-art storm windows, if they resolve the problems, they might be more cost effective compared to a whole house dehumidifier or other devises
Again, thank you for your service
Sincerely,
Paul L***
Final Business Response /* (4000, 13, 2016/03/14) */
An Andersen service representative met with Mr*** at his homeWe inspected the units and did not find anything occurring with the units that would be covered under the Andersen Owner-2-Owner limited warrantyOur rep will however work with Mr*** and in the fall when the weather turns colder our rep will work with Mr*** on some options
***copied and pasted from email
Final Consumer Response /* (2000, 15, 2016/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Andersen's response not because the window problem has been resolved but because I believe their very professional representative will continue to provide suggestions and methods to correct the problem

Initial Business Response /* (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 /* (3000, 14, 2015/11/21) */
(The consumer indicated he/she DID NOT accept the response from
the business.)
Revdex.com Complaint Case# *** (Ref#19-18-***-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,
***
Revdex.com Complaint Case# *** (Ref#19-18-***-13-1100)
Sincerely,
***

Andersen has responded to the customer and is in process or has inspected the units at the customer's home. I am waiting for a response from our customer service group on the inspection