Andersen Corporation

The customer is experiencing corrosion evidenced by the photos that she has providedThis is not covered under the limited warranty regardless of whether or not the customer is still under limited warranty (which she is not) corrosion is not covered under the limited warranty at any timeA letter has already been sent to the customer in October explaining this all as well

Initial Business Response /* (1000, 8, 2016/02/18) */
We have reached out to the customer and have scheduled a service appointment

Initial Business Response /* (1000, 13, 2015/07/31) */
We will be contacting the customer and offering to provide a goodwill waiver of the re-stocking feeThis is a goodwill gesture on Andersen's part to the customerAndersen has no responsibility in this matter and our policies are clearly
communicated
Initial Consumer Rebuttal /* (2000, 15, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I look forward to hearing from Andersen and receiving my full refund as part of their goodwill gesture

Andersen believes that the customer is satisfied to our response to their claim. Andersen has provided the appropriate parts for the customer under the Limited Warranty and has in addition has provided labor to install the panel for the customer which is outside the Limited Warranty and in
goodwill to the customer

Andersen will contact the customer to discuss his concerns with the K900 storm door product.  Andersen will need to confirm what door he has just to make sure that it is in fact the K900 storm door.  We will respond to his concerns with the installation instructions and assist him in...

finding the correct instructions.

Initial Business Response /* (1000, 6, 2015/06/26) */
The customer contacted the Andersen WindowCare Service Center on May 18, 2015 by e-mail. At that time he was told that we may replace the hinge but she needed more information including the serial number and contact information. On May 22, 2015...

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 respond. On May 27, 2015 Andersen e-mailed the customer and asked if the door was sagging or binding and asked for a photo. The customer subsequently sent a photo. At this time our customer service rep e-mailed back in response to the photo sent. The hinge rail (shown in the photo that they sent) is not attached to the door panel and the screws cannot be tightened. This 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 assist. Andersen did not install the hinge bar and so this is not a warranty issue regardless of what caused the hinge issue. To 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 /* (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 /* (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 call. The initial call center agent did not promise a new door. The 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 warranty. Once 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 warranty. Andersen did not install the door. We have offered a goodwill resolution to Mr. [redacted] in my last response. Please let us know if Mr. [redacted] would like to accept that offer.
Final Consumer Response /* (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 resolution. It 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).

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 home. Andersen manufactures a storm door that is meant to assist with protecting the entry...

door and the home from the elements. I apologize that the customer has been dissatisfied with our response. An Andersen service representative will contact the customer to discuss his concerns further. Please let me know if there is anything else I can do to assist with this customer's concern.

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

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

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 those. The only way we can move forward is if the customer cooperates with our call center in this matter.   We have compromised in this matter.  $200 is too much money for the  installation.  We have first offered $50.00 and now we have offered $100.00 towards that installation.  Again we need the customer to compromise with us at this point. [redacted]copied and pasted from email.

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 it. I agree that the sun should not have warped the door but have no other explanation for the warp. This is why I suspect that it is defective. Perhaps 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 by. If it continues as in the past I will need a new door within the next year or two. My front door is also Anderson and I've had no issues with that one.

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. I was contacted by Andersen Windows the morning of 9-11-17. They offered to settle this complaint by issuing me a refund of $90.60. I felt this was a fair compromise. When I receive my refund I will be satisfied and consider the matter closed. I do appreciate their prompt response to settle this.

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 later. Its 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.

Initial Business Response /* (1000, 5, 2015/11/03) */
Andersen has spoken with the customer regarding her doors. Andersen has never had a lifetime warranty on Andersen gliding patio doors. The Andersen limited warranty is 20 years on glass and 10 years on component parts.
As the customer...

mentions in their complaint that she purchased the doors in 1991. In 1991 Andersen did not have a written limited warranty. Even if we apply the limited warranty that was first printed in 1993 the doors are out of the limited warranty time frame. She called into the Andersen call center in October 2015 and we provided her with quotes on replacement panels for her doors. The customer stated she would probably order one panel at a time and that she would call us back. We have not heard anything further from the customer since that time. Please 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.
[redacted]copied and pasted from email.
Initial Consumer Rebuttal /* (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 satisfactory to me.

[redacted]Document Attached[redacted]
This door was installed 10/2007. 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 2014. I happened to be speaking with a different clerk at a later date, and she was able to pull it up. Thereafter, I put the claim in.
I would again request replacement of this door.
Further, to expect customers to replace screen doors every 7 years is unconscionable. Not only is it expensive, but it is environmentally irresponsible for everyone to dump screen doors into landfills every 7 years.
(Pictures of door with captions.docx)

Initial Business Response /* (1000, 9, 2016/01/05) */
[redacted] - Our service rep has been in contact with the customer and is working on the customer's concerns. As soon as I have more information I will be in contact with you.
[redacted]copied and pasted from email.
Initial Consumer Rebuttal /*...

(3000, 11, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The service rep contacted me once. Haven't heard from him since.
Final Consumer Response /* (3000, 22, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why do I have to call Mr. [redacted]. I am the customer who purchased thousands of dollars from Andersen.
You should be calling me.
Mr. [redacted], last time he called gave me bogus information. (see Revdex.com text for explanation).
I had positive results from Dan [redacted] at Home Depot. He called to tell me the window is ready for pickup. My contractor is delivering it today.
Again the Andersen people don't deliver accurate information, Telling Revdex.com "the window was delivered", see Revdex.com text. I sent Mr.[redacted] a email to contact me, but I would like a positive conversation.
Now is the matter of $300 to pay contractor, (pickup & deliver window,remove defective window,install new window,dispose of defective window, and materials).
Final Business Response /* (4000, 31, 2016/02/04) */
Rick [redacted] has been in touch with Mr. [redacted]. He is getting a goodwill reimbursement of $300 for his labor. This is not something that is covered under the limited warranty. I understand that he has been disappointed but the reimbursement is not something that is owed to him from Andersen but is being provided in goodwill to him from Andersen. The check is being processed. This can take up to 10 days to 2 weeks processing time. He has Rick [redacted]'s contact information and Rick continues to work with the customer. The check is in process and will be sent out to him as soon as it is cut.
[redacted]copied and pasted from email.

Andersen has responded to this customer’s concerns since the time you originally sent us this complaint.  Please check with the customer.

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.

I am rejecting this response because:
Door is a very poor design which allows water to enter the core and rot from inside out.   Photo clearly shows water damage to core which has no bearing on any possible wind damage.  Try again Andersen ..... and make a quality product instead of hiding behind false warranty!