Andersen Corporation

We continue to work with the customer to resolve her issues. We are waiting for some replacement parts for Ms*** to get delivered to our service provider so that we can go out to the customer’s home with those parts

Revdex.com:After reaching out to the Revdex.com, I received a call from Andersen to rectify the situationThey will send us new screws and touch up paint, for us to replace the
rusted hardware and repaint around the door latchWe were also told it would be about a week and a half before the replacement hardware and paint to arriveAt this point we are happy that some solution was reached with Andersen to rectify our issue
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.thank you for your help

Initial Business Response /* (1000, 18, 2016/02/03) */
Andersen and Silver Line are two very separate companiesThe products are not the sameAlthough Andersen Corporation is the parent company for both they are not interchangeableI am not sure what she means by they don't know that Andersen
has another facility that does make garden windows? That would not be trueSilver Line is and was the manufacturer of the Garden WindowIf she can elaborate on what she means by that I might be able to respond betterShe should contact Tom *** the Silver Line service rep that wrote to her if she wants additional information
***copy of letter sent attached
Thanks!
***copied and pasted from email
Initial Consumer Rebuttal /* (3000, 20, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not install the windowThey had two replacements done to it in the years that I owned itNothing was ever said about supports when they replaced the side windowsThe window was only sagging from the bottom, where there was water damage, not from the topIt was not leaning from the houseAlso, I am a man not a woman so they don't even know what sex I amHow would they know what happened if they didn't take pictures like I didThey never came inside to see the damage

A representative from our WindowCare Solution Center will contact the customer regarding her products and her concerns

I apologize that the customer has been dissatisfied with the response to his concerns but I do not believe that Andersen has been contacted by the customer directly in this matter. An Andersen WindowCare Call Center agent will contact the customer to discuss their concerns

I am rejecting this response because:My wife and I have spoken to Andersen's
representatives many times on this issue and they insist on sending me replacement parts that have not resolved the issues My door smells musty and it is apparent that it has water inside of it and needs to be replaced I will agree to speak with Andersen if they are willing to communicate to the Revdex.com that they will provide me either a full refund or a completely new door in it's original package with all parts I will pay for the installation Until I have some assurance with Andersen that they will actually assist me and stand by their product I feel future communication with them is fruitless as thus far ALL of our communication with their Reps have been excuses as to why the door has systematically failed Furthermore, the only solution Andersen has offered, and that has been grudgingly, is to offer to send me parts and have me re-build the door piecemeal instead of Andersen acting in a professional and ethical manner by acknowledging that the door I purchased is one of many that has failed and resolving this matter to my satisfaction Based on my and my wife's past interactions with Andersen, I have no faith that the company is acting in good faith or sincere in their offer to call me as I suspect that their solution as proposed to the Revdex.com is a ploy to have this complaint closed out and to terminate the Revdex.com's mediation in this matter more than it being a sincere attempt to resolve issues I have with their faulty product I will agree to speak with Andersen, but only if they communicate to the Revdex.com that they will refund me the price of the door or will send me a completely new door Although I do not want another one of these doors, I am willing to accept a new door and will compromise what I feel is the optimum, and most reasonable solution: a refund Andersen needs to compromise too and at least provide me an entirely new door and until they do I know that any communication between me and the company is futile

I am sorry to hear that the customer has been dissatisfied with our response to his concerns. An Andersen call center representative will contact the customer within the next week to discuss this matter further

Renewal by Andersen will remove the customer from any contact lists. We will respond back with a time frame

We have responded repeatedly to Mr***. We have provided him with replacement parts for his door which is the appropriate response under the Limited Warranty. He has had a limited warranty response from us that applies to his situation. We understand he is requesting a new door. A new door is not necessary and is not required under the response to his concernsWe have provided parts that will be responsive to his problem

Initial Business Response /* (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 /* (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 /* (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 *** 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

Andersen provided the customer with an insect screen in goodwill - Andersen believes that the customer is satisfied with our response

I am rejecting this response because:I would like to wait until the issues with all the windows have been completely resolved.The Anderson service technician contacted me this morningWe have arranged a meeting at our home on November 9th at 9am to replace the sashes and locksThe service technician was only aware of part of the issues with the windowsHe did not know about the sliding windows that are not locking and closing properly because they are made too bigAgain, there is poor communication on the Anderson windows partMy husband thoroughly explained to Rachel with Anderson the issue with the sliders and the technician did not know about it

Andersen will contact the customer regarding his concerns with his insect screen purchase and discuss this matter with him and assist him with this matter

We have talked to the customer and we have an independent service provider for Andersen lined up to assist them and the customer is satisfied with our response

I am rejecting this response because: I still haven't heard anything from the Silver
Line representativeI cannot contact them because it is nearly impossible to reach a "live" person to talk to about this and if I did reach a "live" person they transfer me to another department before I even get a chance to tell them the nature of my complaint, then once I'm transferred I am once again put on eternal hold.I am very anxious to get this problem resolved because of the danger of someone getting their fingers cut off when these windows malfunction, and even worse, I'm afraid of being trapped in an upstairs bedroom in case of a fire.Thank you so much for your help in this matter*** ***

Andersen has agreed to call the customer and discuss this matter with them. All discussions with Andersen must be open from both sides

Initial Business Response /* (1000, 9, 2015/11/09) */
We have spoken with the customer and we are sending him a new insect screen and window sash in goodwillWe will additionally have The Home Depot install the sash and screen for the customer at no charge
***copied and pasted from
email
Initial Consumer Rebuttal /* (2000, 11, 2015/11/09) */

Andersen will contact the customer and discuss his concerns with him

I am rejecting this response because:
I have complained to Andersen, the rep I was told to complain to that installed our windowsI am sorry that you dont have record of the complaints but it is not my job to make sure my complaints are recordedAll I want are windows that do not frost up on the wood jambs or leak airI dont think I am asking for too much as a consumer of brand new windows in a brand new house

Initial Business Response /* (1000, 8, 2015/12/10) */
: This is product that was manufactured in Under the terms of our limited warranty we provided interlock weather-strip to the customer at no chargeInstallation is not covered under the terms of the limited warrantyPlease let me know
what additional information you need from AndersenThe current limited warranty is available at all times on our website at www.andersenwindows.com
Thanks!
***copied and pasted from email
Initial Consumer Rebuttal /* (3000, 10, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What good is it if a supposedly trusted company makes and sells a supposedly quality $installed patio sliding door when after only two winters of New England weather compromises an internal weather strip which can only be replaced by a professional who has to take the door apart at a cost of $labor.Granted the company supplied the part,but is not willing to put it in.Am I supposed to pay $every two winters to bring the door up to full operating function.We like the door's quality,looks,and ease of operation.We just don't accept the cold,drafty air emanating from between the two doors.Is it too much to ask for the $it will cost to make the door operate properly?I,personally,think that a little bit of deserved diplomacy is a small price to pay for doing the right thing for a well intentioned consumer.By the way I also purchased a front entry door made by Andersen for $700.recently,too.I would think you would want repeat customers as well