Andersen Corporation

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 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.

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

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 home. Andersen 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.

Andersen is sorry to hear that the customer has been dissatisfied with our response to their concerns.  I will have a manager from the Andersen WindowCare Solution Center contact them if they have not already done so.

Initial Business Response /* (1000, 6, 2015/09/10) */
We are going to send someone out to inspect the products.
[redacted]copied and pasted from email.
Initial Consumer Rebuttal /* (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 /* (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!
[redacted]copied and pasted from email.
Final Consumer Response /* (2000, 22, 2015/10/16) */
an andersen representative was here on wed., & repaired the door. I am satisfied.

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.

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

The Andersen Call Center will contact the customer to discuss his complaint with him.  There are many reasons why a window may arrive broken that are beyond the control of Andersen.  I am sorry to hear that he has been disappointed with the response time. A representative will talk to him...

and investigate the situation with the customer.

We are sorry to hear that the customer was dissatisfied with his interaction with the Andersen WindowCare Solution Center. We have investigated what occurred. The 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 system. The 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 customer. When 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 transaction. We apologize that the customer was frustrated by his experience. Please let me know if you need any additional information.

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

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.

I am rejecting this response because:  Where as a true storm door consisting of a solid glass panel would be expected to provide some level of protection to the entry door against weather elements,  I believe a customer purchasing a screen function expects that function to allow an airflow while providing protection against entry of bugs such as house flies.    I am in contact with a Rachel [redacted] who sent a strip of self sticking fuzzy weather stripping to attach to the glass to seal the gap when the window is fully open.

When Handy Worx representatives, Mr. John [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 spoken with Ms. [redacted]. An independent service provider for Andersen visited the home and ordered a replacement sash for the customer. There is a new sash on order.  Andersen will follow-up with the customer on the delivery date for the sash.

The Andersen Call Center talked to the customer on June 1, 2016 and explained to her that the Zbars that come with the door that she purchased are 81" long. The standard sized door can be used for openings from 80" to 80 7/8th".  Andersen provides Z-Bars so they can be cut to fit the...

opening. Andersen ordered two 81" hinge side Zbars but only one was shipped to the customer. I apologize that only one shipped to the customer at that time. The customer was expecting 2 hing side and 2 lock side 81" Zbars.  Andersen feels that the customer may be trying to put a standard sized door in an opening that is beyond that.  The Call Center contacted the customer again recently and we have said we will send out 4 more Zbars that measure 81" (2 hinge and 2 lock side).  In goodwill to the customer Andersen has also offered to contribute part of the money to install the Zbars. We have established that amount with the customer. Andersen understands that the customer feels that Andersen should pay for all the installation. Installation is not covered under the limited warranty.  The issue was not Andersen's issue under the limited warranty and all contribution to the customer are goodwill on the part of Andersen and do not alter the terms of the limited warranty.