Andersen Corporation

The Andersen Territory Service Manager has been in touch with Ms*** regarding her concerns. We have offered Ms*** at least different options for Ms*** to choose from to resolve her limited warranty concernMs*** has refused all of our offers to respond to her concerns under
the terms of the Andersen Limited Warranty. The Andersen Limited Warranty is available on-line at www.andersenwindows.com. These options remain open to Ms*** and she may contact the Andersen Territory Service Manager with her choice at any time

Initial Business Response /* (1000, 10, 2016/01/19) */
We are providing a new storm door to the customer and in additional goodwill installation of the unit at no charge
Thanks!
Donna D*** - Andersen Corporation
***copied and pasted from email
Initial Consumer Rebuttal /*
(3000, 12, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Andersen says they are providing a new storm door and will pay for the installation but in an emailed letter from Andersen, they are saying we need to remove the door (we are consumers, not contractors) and bring the door to home depot, pick up a new one and they will pay to install
I reiterate that I would like a refund for the defective door or I want the company to take care of the removal of the defective door and the replacement of the new door at the same time
Please see the attached emailed letter from Andersen
Final Consumer Response /* (3000, 39, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bill Ryan from Home Depot called 3/13/to state Davos Contracting measured the door and would be contacting us regarding installation
My neighbor informed me that a gentleman was at my home measuring the door 3/14/
My husband called Home Depot to reiterate that we want to be at the home when the company delivers the door
We tried to get info on Davos Contracting and find that they are not licensed and the reviews are very badWe looked on Angie's list, Yelp, and on the Revdex.com site
We do not want this company based on all the poor reviews and the fact that they are not a licensed contractor
We want the door changed by a licensed, reputable companyI feel we have already had great difficulty in dealing with Andersen since Oct and now they are relying on the staff at Home Depot to find a contractor and the company that Home Depot is using is not licensed and has poor reviews
Final Business Response /* (4000, 42, 2016/03/22) */
Ms***'s current complaint in yellow relates to The Home Depot and not AndersenI suggest that you direct her concerns to The Home DepotWe cannot control who The Home Depot hires to do install or removalThe Home Depot is an independent business from Andersen Windows, IncAndersen has done what we can to try and assist this customer with her concerns above and beyond the limited warranty including but not limited to providing her with a letter to bring to The Home Depot to get a new door
I must ask that you close this as resolved for Andersen and refer Ms*** to The Home Depot for any concerns she might have with The Home Depot independent installersThis is not an Andersen issue
Thanks!
***copied and pasted from email

I am sorry to hear that the customer has been frustrated by our response to
their concerns. Andersen has contacted the customer and we have arranged for an independent service provider for Andersen to contact the customer to come out to the home to inspect the window units. I understand that the time frame is frustrating to the customer but we have issued a job to the provider on October 13, and they will contact as soon as they are available to come out to the home. This can take some time depending on the location of the customer

Final Consumer Response /* (2000, 17, 2015/11/10) */
My complaint against Andersen Window has been resolvedI finally received a call from the company to set up receipt of the windows after the complaint was submittedThe requested replacement windows have been received
Thank
you,
***
***copied and pasted from email

Initial Business Response /* (1000, 5, 2016/01/07) */
The dealer and an independent service provider for Andersen as well as the Andersen Sales representative for the area have visited the *** ResidenceWe understand that he disagrees with our assessment that what is occurring is most likely
related to the installation of the windows and not the windows themselves and is not covered under the terms of the Andersen Owner-2-Owner limited warrantyInstallation of the product is the responsibility of the builder, contractor and/or installerAndersen is not an expert in installation and Andersen was not involved in the original installation of the window unitsThe Andersen installation guidelines are available at all times on our website and provide that the units are flashed properly, installed plumb, level and square into the openingThe customer requests as resolution that the window units be reinstalledAndersen does not install productRe-installation of his units would be the responsibility of the homeowner, builder, contractor and/or installer
In goodwill to the customer the Andersen Territory Service Manager will contact the customer and visit the home and inspect the Andersen units one last time and then we will report back following that inspection
Very truly yours,
Donna J*** Andersen Corporation
***copied and pasted from email
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Explanation is irrational because
1) Sales rep gave different reason from the "independent"providerNot sure if he is independent because he handed out a card which had andersen name on itSales rep said the house "settled' causing the windows to be unevenHowever, between the windows installation to the time of inspection ,almost months passedMost windows in the house are fineit is only the large size windows which have this problem indicating this to be a design issue than installation issue
The "independent provider" blamed it on levelling issue but then some of the other windows that were problematic had proper level which he personally checked but then he had no proper explanation
So here we have the "independent provider" blaming it on leveling issue and installation and the sales rep who blamed it on the house settling over time
But the common denominator here is that there are only one particular size windows who have this problemrest of the windows are fine
One other point I have to make is that after the windows were installed multiple phone calls,text messages and emails were sent to the dealer and sales person alerting them to this problemThere was a good month window between windows install and sheet rock/outside stucco giving ample time for the sales person to address this issueHowever, Mr.*** completely ignored calls for helpOne of thes answers I was given by the dealers is - we will check it out and other reason was - it is not a big problem - we will address itBut they never addressed the issueThere was one visit from the dealership way before sheetrocking and stucco were done and he did notice the windows issueI vaguely remember him saying he will reach out to the Andersen sales repAnd I have heard him say on multiple occasions that the Mr.*** is very hard to get hold of and that he is also going through some personal issues etc
After dropping the ball on multiple occasions, Andersen is rather choosing to push the blame to the homeowner rather than taking responsibilityIf needed, I can show the emails and text messages explaining about the windows issue right from the time of installation.I hope Andersen corp will take this matter seriously and stand behind their product
Final Business Response /* (4000, 9, 2016/01/15) */
I have read through the customer's rebuttalThe customer is frustrated and I apologize that they feel that wayWe have however responded on multiple occasions to the homeownerI understand that she is disappointed with the response time that she received back from Bill ***I apologize that she felt dissatisfied with that response timeI have discussed with Mr***He has spoken to the customer several times and reiterated our position on their concerns
The customer has concerns that are unrelated to the window units themselvesThe units have been inspected and according to those inspections the issues that are occurring are external and not a limited warranty matterThe Andersen Owner-2-Owner limited warranty is available at all time on our website at www.andersenwindows.comThe customer has been told that the units are experiencing the issues due to settling and/or installation
Andersen was not present at the original installation of the customer's productsAndersen did not install the customer's productsInstallation is the responsibility of the contractor, builder and/or installerAndersen is not an expert in all types of installation and Andersen provides installation guidelines that are guidelines only and provide that the unit is flashed properly, shimmed properly and installed plumb, level and square into the openingIf the unit is not plumb, level and square in the opening and/or it has not been shimmed properly it may experience some of the concerns that the customer has discussed with you and with AndersenIn addition, a house can settle over time and again as a result of shimming concerns and/or just time and shifting of materials the unit can become out of square and plumb in the opening and again this can result in the concerns that the customer has related to you and to AndersenRegardless this is not something that is covered under the Andersen Owner-2-Owner limited warrantyThe installation guidelines are available on our website at www.andersenwindow.com
Andersen has offered in goodwill to the customer to come out to her home on one additional occasion at no charge to the customer and inspect her units for any warranty related mattersPlease let the customer know that this option is still available to her should she want to accept our offer to inspect the units
***copied and pasted from email
Final Consumer Response /* (2000, 11, 2016/01/25) */

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and find that this resolution is satisfactory to meI have spoke to Mr Greg *** 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

Final Consumer Response /* (2000, 5, 2015/11/03) */
Received the check yesterday, thank you

Andersen WindowCare Solution Center has attempted to reach the customer by telephone but we were unable to reach her to discuss this Revdex.com Complaint. We have sent her a letter letting her know we have been trying to reach her and to call us directly

An Andersen call center representative will contact the customer regarding his complaint

We understand that the customer is dissatisfied with our response but the storm door will not keep all insects and bugs out of his home. The insect screen on the door may reduce the number of insects entering his home but cannot prevent all insectsBugs and insects may be entering the home through other avenues as well that are not associated with the screen on the storm doorMs*** offered the weather-stripping to attempt to assist the customer with his concernsWe are very sorry to hear that the customer remains dissatisfied but this is not a matter that is covered under the Limited Warranty. An Andersen representative such as Ms***, who the customer has mentioned, will contact the customer to continue to discuss his concerns and attempt to assist him with his concernsPlease let me know if I can assist in any other way

Initial Business Response /* (1000, 18, 2015/09/15) */
We reimbursed him $on 09-04-
Initial Consumer Rebuttal /* (2000, 20, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They fixed the window and refunded the $dollarsWithout the Revdex.com's
help, I'm sure that this fantastic outcome would not have happened
Thank you

We have sent the customer a letter to allow the customer to get a new door

Thank-you for sending this customer's complaint to us. An Andersen call center representative will contact this customer and discuss his concernsInformation on our products is available at www.andersenwindows.com

Initial Business Response /* (1000, 8, 2016/02/09) */
The customer has a year old American Craftsman windowThe warranty is non-transferable and we are looking for some proof that they purchased the original windowThis is our policyI will review with our solution center to see what else
they would accept as proof that she owned the home when the windows were purchasedMaybe some sort of document that would indicate that?
***copied and pasted from email
Initial Consumer Rebuttal /* (3000, 10, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is the same as no responseI know the policy, the CSR explained the policy clearly while we were on the phoneI need a clear yes or no answer to my requestAre they going to honor the replacement sash under warranty or deny the claim?
Final Business Response /* (4000, 12, 2016/02/17) */
We have been in touch with the customer and told her the alternative information she can send us to indicate that she was the original purchaser of the productsWe are waiting for her responseTo answer her question we cannot confirm or deny her claim without the information we need to determine if this is a warranty claim or notOnce we have that information we can respond to her request
***copied and pasted from email

Initial Business Response /* (1000, 8, 2015/08/03) */
We have made several attempts to reach the customer with no responseWould you please tell them to contact Craig *** at ***?
Initial Consumer Rebuttal /* (3000, 10, 2015/08/04) */
(The consumer indicated he/she DID NOT accept
the response from the business.)
I have called and emailed Craig we spoke he was supposed to have someone call me last week to come out to my home and address my windowsNo one ever called and he will not return my calls!
Final Business Response /* (4000, 12, 2015/08/05) */
Andersen is contacting our field representatives about getting a hold of the customer to set up an inspection

Initial Business Response /* (1000, 8, 2015/07/20) */
We have already provided the customer with goodwill parts/serviceDoes the customer remain dissatisfied? I am going to have one of our agents contact her
Thanks!
***copied and pasted from email

The customer contacted the Andersen Solution Center and the agent explained to the customer that door that the customer has is made of aluminum and would not warp in the sun. The customer was not satisfied with that answer. Andersen will contact the customer and explain this to the
customer again and offer to come out and inspect the door to see if there is any installation or other issues that might be causing the problem that would be unrelated to the door itself

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Complaint #*** Andersen Windows and Doors In response to your email this complaint was just settled by Andersen with full
refund as I requested. With the Revdex.com and Florida Consumer action both contacting Andersen they changed their mind quickly and sent me a refund. THANK YOU SO MUCH, GREAT JOB, *** *** ***copied and pasted from email

Thank-you for letting us know about this customer's concerns. The Andersen WindowCare Solution center has spoken with the customer and provided a resolutionWe believe that the customer is satisfied with our response to their concerns. Please let me know if I may be of any further
assistance

Initial Business Response /* (1000, 11, 2016/02/11) */
Although this is not something that is covered under the limited warranty we have offered in goodwill to provide the customer with a different type of door
Thanks!
***copied and pasted from email
Initial Consumer Rebuttal /* (2000,
13, 2016/02/22) */