Complaints

This profile includes complaints for Andersen Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Andersen Corporation

  100 4th Ave N Bayport, MN 55003-1096

• 

  Emco Enterprises Inc

  PO Box 853 Des Moines, IA 50306-0853

• 

  Andersen Corporation

  1640 Golden Mile Hwy Monroeville, PA 15146-2010

• 

  Andersen Corp. Windows

  71 Second street Strathroy, ON N7G 3H8

• 

  Andersen Corporation

  PO Box 6029 N Brunswick, NJ 08902

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was locked out of my home when the deadbolt on the Andersen 400 storm door locked itself. The k*** that actuates the lock can become stuck part way to the open position leaving the bolt extended 1/8" and the lock can be actuated when the door is closed even if the k*** is in the open position. I had to pry the door open to reenter my home when the temperature was below freezing, Andersen customer service refused to replace the damaged part unless I paid for them and denied the lock could be actuated accidentally claiming I had failed to move the k*** to the proper position. I have never encountered a deadbolt lock that did have a k*** that could be midway between open and closed without having the bolt extended and could lock itself when the k*** was in the open position. The only way the lock could have locked itself is that is a defective design. The door was installed by professional installers.

  Business Response

  Date: 02/26/2025

  Thank-you for bringing this customer's concerns to our attention.  I will have an Andersen manager contact him about his concerns. 

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The series 400 door has a known issue with air leakage along the bottom, about 12 inches from the bottom of the movable pane. We have had to stuff rags in the cracks to stop the airflow. ********************* is just insisting that it is the installer's fault. However, our contractor went on some forums and found this is a widespread issue involving this door model. To date, ******** is still refusing to address the problem and continues to blame the contractors.

  Business Response

  Date: 02/14/2025

  Thank-you to you and the customer for letting us know about their concerns. In reviewing the customer's concerns I am unable to locate any previous calls to Andersen about this particular issue. The description by the customer would seem to indicate something related to either the original installation of the door or some external factors that may have nothing to do with the door itself and not a Limited Warranty matter. However, I have discussed the matter with the ************* manager, and we will have someone contact the customer to discuss what is occurring and if necessary, we can possibly send someone out to the home. This may take up to five business days for contact. 

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have ******** windows throughout our whole house. One of our patio doors is warped snd can hardly be opened. I filed a warranty claim with Andersen windows and sent them all the documentation that was required. They came back and denied stating the issue was due to an outside source, but would not tell me what that source was. I requested to talk to someone higher up than customer service and that was denied. They told me they would be happy to sell us a new patio door!

  Business Response

  Date: 01/30/2025

  I am sorry to hear that the customer was frustrated by the call center agent's response to her concerns. The customer sent in photos of the door that was manufactured in 2015 was experiencing concerns that were related to external factors and not the door itself and that the warping and bowing the customer was concerned about was not something that was covered under the Limited Warranty. This was explained to the customer during the call. The Limited Warranty is available as well as other helpful information is available on the website at ******************************.  I can have an Andersen ***************** manager contact the customer if they would like to discuss further. 

  Customer Answer

  Date: 01/31/2025

   I am rejecting this response because:
  
  I would like someone to call me and explain what the outside source is since it is thanksgiving patio door itself that is hard to open or close. 

  Business Response

  Date: 02/06/2025

  I will have an Andersen ***************** manager call the customer. 

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this has been going on for years and no way to stop it as no one cares. i have been receiving spam like i said for years and they will not stop and gmail is useless. even they themselves are useless when you ask them to stop. it is every week i get their spam. according to the CAN-SPAM ACT, this is illegal and punishable with fines. do they care, NAW, they think they are above the law!!!i guess maybe a complaint to the MN attorney general and the *** will be next, if the bbb cannot make them quit.

  Business Response

  Date: 01/30/2025

  Andersen will remove the homeowner from contacts using the information that was provided in the complaint. This may take up to 90 days to complete.

  Customer Answer

  Date: 01/31/2025

   I am rejecting this response because:
  for number one, they do not know enough information to do what they say, was not provided and i doubt their IT is smart enough to figure it out.

  second, they are in violation of federal and state law and if they do not have permission of the owner of the account then they are subject to fines. this should be a global cease and decease blanket policy to protect all!!!

  third, this communication will act as proof and if i get another, i will file and i am willing to go public and court. sad day when companies act as predators and invade private areas. they should use public means such as TV and MAIL but they are exploiters so they do not want to spend the money.

  i will see if it stops, but i doubt it, hummmmm, maybe a short ******* clip
  
  

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order an A-series awning custom size (new construction) window back in August of 2024. It took 2.5 months to receive it and on Nov 18, 2024 it arrived. The screen was not made correctly and the winglets that insert into the wooden frame of the window itself, do not line up. Why they did not test fit the screens prior to shipping, I will never know and illustrates the basic ** problems at the factory. Still ongoing. Andersen wanted me to go through the ********** *** unlike previous years going through Tier 3 support. The *** came out to my residence (per my request) verified the said issues. The *** is a new employee with 7 months on the job and has no building trade experience whatsoever. He claimed, when we met: I have no training in the Andersen window electronics. To further exacerbate things, the window was ordered with Andersen power assist electronic technology. The installation manual, as well as Andersen website claims the window can be factory p***ped for the electronics at the factory. What arrived was a window that requires retrofitting meaning all the existing hardware (window crank, sash locks operating rod) have to be removed, the holes sealed with caulk, and new holes have to be drilled into a brand new sash to accommodate the retrofit parts. Now Andersen ***orts (after the fact) that factory p*** is only done for the 400 series windows. Of course, a statement of this critical nature (factory p*** is only available for 400 series) is warranted and when asked why that is not listed correctly either in the manual or on the company websiteit has gone on deaf ears. Buyer beware. Things have changed in the past 4 years with Andersen. I wrote off the ** problems of the past to ***** times, but there are new things going on at Andersen. Tier 3 support wants to pass the onus back to the ********** ***, who unfortunately has to contact his superiors (which should be Tier 3 people---they are not), Still ongoing. No forward positive direction.

  Business Response

  Date: 12/31/2024

  I am sorry to hear that our customer has been frustrated and by the response they have received from Andersen Service. I will have an Andersen ***************** Manager contact the customer.  This may take 7 business days excluding the holiday.  

  Customer Answer

  Date: 01/08/2025

   I am rejecting this response because:
  

  
  Wowbased on the 14 pages of other BBB consumer complaints (just in the last few years) written here regarding Andersen, there is no doubt a central theme.
  

  I hear now through the ** **** that because of my focused direction in terms of identifying the misinformation on the Andersen website (A-series windows can be factory prepped) and in the installation manual, claiming the same, Andersen is now looking into the matter further. Of course, never any ownership or apology, but a direction it may seem. Still, however, I have no conclusion on my end. Just a bunch of stress trying to make people accountable for the last 1.5 months.
  

  Most of the month of December, I found myself very delicately educating the new ** *** on the technical issues I address above.
  

  Think about that for a moment. Would you have the patience to do so? Should you have to? What if you are a contractor, would you have the patience (and or time) to work the Andersen problems/issue(s) on behalf of your client? What if you are building a new house and time is money, as they say, would your builder advocate and fight with Andersen to make you whole, if there was a problem with your new window(s)?
  

   I thought it was just quality control issues of the past, but employee technical knowledge has gone south as well. I know upper management could quickly sort out and address this case but we are still in flux with no direction or conclusion. In the past, I went directly to Tier 3 support (previously reported on Dec 29, 2024 via the BBB post),but this year, I was told I need to go through the new ** **** which has not been productive whatsoever. It should not be this complex or difficult. Everything is fine until there is a problem. Then you reveal the core values, principles and ethics of Andersen 2025. Buyer bewarebig time!!
  
  
  

  Business Response

  Date: 02/04/2025

  Our representative discussed this matter with the customer on January 2 and told him that the factory prep he asked for is not available for the A-Series Awnings. At that time he said was returning the unit to *** as he was unwilling to accept a retrofit kit.  It is Andersens understanding that The ********** had already provided some response or resolution to the customer in this matter.  I do not know the details of that.

  We were contacted on January 7 because the customer said he was missing parts from the retrofit kit.  We goodwilled the parts and shipped to him directly.

  Our representative called the customer on January 8 and did not receive a call back from him.  Our representative reached out on January 14 and he returned the call on January 16 and the goodwill parts were shipped to him directly at that time.

  ************** contacted us on January 20 and asked for an *** on the goodwill parts and that was provided to ***************

   

  Customer Answer

  Date: 02/04/2025

  I was indeed going to return the window, but was told by the assistant store manager at ********** (HD) that he ordered a retrofit parts kit and was told to try and see if that would rectify the issue. After waiting for 3 weeks, I made an inquiry to Andersen corporate on my own, to determine the status of the retrofit order. They, (Andersen), claimed there was no order placed by my local HD. It was me, after hearing this from Andersen, that  initiated/requested the retrofit kit.

  Regardless, that still does not address the core issue and that is the incorrect matter of the window claiming it could be ordered factory p***ped.The Andersen website and the installation manual claims it can be and this is how it was ordered from **********. Documented proof was supplied to the (mill work depart at *********** the *** ***(s), and a senior support specialist)  at Andersen Corporate of said critical matter.

  On January 31, 2025 I was told by the new *** Andersen *** (the previous *** I was dealing with is no more) that Andersen is discontinuing the electronics altogether.   This matter has been ongoing since taking delivery of the window on November 18, 2024. The assistant store manager, whom I was dealing with from the initial onset at HD, has taken extended leave to travel back home to *****. There has been so many people involved in this claim and that is another problem as there is no consistency. Andersen Tier 3 support is who I dealt with in years past, now, this year for reasons I do not understand, I was told I needed to go thought the local HD channels. No conclusion whatsoever and things are still in flux. No retrofit parts kit. In addition, my ***lacement TruScreen is wrong and still not made correctly. This was shared with the new Andersen *** on January 31, 2025 with no conclusion either.
  

  Business Response

  Date: 02/11/2025

  Andersen will continue to try and work with the customer in this matter.  A representative will contact the customer within 5 business days.

  Customer Answer

  Date: 03/20/2025

   I am rejecting this response because:
  
  

   If you look at all the complaints here, there is always a retort from Andersen and many report Andersen taking no accountability and or blaming the customer. That is this persons job at ********************** and they call themselves the resolution department. Certainly no resolution on my end. Trying to work with me you say? It was me who was educating Andersen employees on their website being incorrect (that the A-series could be factory prepped). It was me who had to educate two HD regional Andersen **** on the electronics and the requirements of installation. It was me who had to order the correct retrofit parts that HD claimed they did (which they never did). It was me who was chasing Andersen personnel for accountability.  I took delivery of this window on November 18, 2024. Six Andersen employees began with the case and had to hand it off to another Andersen employee, which eventually went to management per my request.

  To date, a third screen is supposedly being made but I do not have confirmation of that or an ETA. It has been a terrible experience. My frustration is centered on employees not knowing their product, but yet were always ready to blame and point the collective finger.

  However, I now have written confirmation from the Andersen regional sales manager that he had to educate employees and the marketing department, because of me. He claims the website and installation manual will be fixed. As of this writing, the website still claims the A-series can be ordered factory prepped and that was 2 months ago. I based my purchase on what the corporate website and literature claimed---it was dead wrong! The final straw is after 59 years producing the electronics, (1966 first produced) Andersen has decided to terminate the electronics one month after I took delivery of my new window!! Now moving forward there will be no tech support and parts if needed.  I lose big time. An atrocious experience on all levels.

  
  

  Business Response

  Date: 03/27/2025

  I am reviewing the information the customer has provided to the ******************** and we will respond back to this new information as soon as is possible.  I will have a manager reach out to the customer. 

  Customer Answer

  Date: 03/27/2025

   I am rejecting this response because:
  
  
  Round and round we still go. Manager you say will contact me---you mean a *** resolution specialist? We have already been down that road to no avail.

  Contact me with tangible options and I will be more than happy to listen. I refuse however, to continue to deal with Andersen personnel that just want to follow the BBB protocol/requirements (responding within the 10 days) and really have no interest in helping the customer.
  

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  QtyPart #Unit SizePart Description 1.0*****Etched Full View Window (***** I ordered a storm door glass and retainers on 11/02/24. The retainers arrived but no glass. I contacted *** and was informed only one package was given to them. I have camera footage from two cameras at my home showing only the retainers were delivered. I have called ******** Storm doors customer service nine times already and each time can only speak to people in ****** Philliptans. Keep getting the run around. The tracking number I was given is Shipped Date:Wed Nov 06 00:00:00 GMT 2024 Ship Method:Shipping Company:*** Tracking Number(s):1ZA6232W036796 And was told this is for the two packages. I was charged ****** for this. I am getting no where constantly reaching out to them.

  Business Response

  Date: 12/09/2024

  I will have an Andersen ***************** manager contact the customer. This may take 7 business days. 

  Customer Answer

  Date: 12/11/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The company have reached out to me and an amicable resolution has been decided.  

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have Andersen windows throughout our home. Previously we had contacted Andersen about a problem we were having with the windows-a "ring" in the middle of quite a few of our windows, which indicated the windows had "lost their seal". A technician was sent out to our house to perform a repair by drilling a hole between the windowpanes to allow air to go back in between the windowpanes, which would then not let the windows touch and therefore not have the "ring" in the middle of the windows. This "repair" worked for a time, but we are now having the same problem once again with two windows-one on the front of our house facing the street. We called Andersen to tell them we are having the problem again, and after giving all the information (what exactly is happening again, the measurements of the window(s), a code in the lower corner of the window(s) we were put on hold as a case was created, when the representative came back on the line we were informed that the cost was going to be $1500-1800. We asked what she was talking about as this is a continuing problem. She then informed us that the windows are now out of warranty-after this phone call had went out for 42 minutes! This is an ongoing problem that had been admitted a problem in the past when a technician was sent out previously, which has now been admitted by Andersen that the previous repair that was performed did not fix the defect in the windows, and so now to fix the problem the whole window/sash has to be replaced and since the windows are now out of warranty we will have to pay for the repair. This is an ongoing problem, that has been admitted by Andersen to not be repaired in the past correctly and it should be repaired correctly now! While these windows may be out of warranty now-the issue/defect continues and started well within the warranty period. We are completely shocked that Andersen will not repair these 2 windows as this is a known ongoing defect with their windows.

  Business Response

  Date: 12/05/2024

  Thank-you for letting us know of this customer's concern. I will have an ********************** ***************** manager contact the customer to discuss this matter with them. This may take between 7 and 10 business days. 

  Customer Answer

  Date: 12/06/2024

   I am rejecting this response because:
  We are rejecting this response as we do not want this case closed!  There has been no resolution, as no one has reached out to us as of today's date December 6, 2024.  Please do not close this case until we hear from Andersen and see what their response is to fix a known problem that was not fixed/corrected previously!

  Thank you, 

  *** & ****** Ireland

  
  

  Business Response

  Date: 12/06/2024

  This is not an appropriate rejection of our response because as Andersen has stated we will have a manager contact the customer within 7 to 10 business days. The rejection was sent less than 24 hours after our response to this message. There is no discussion by Andersen of the claim being closed, and as discussed, an Andersen Resolution Manager will contact the Customer in that time frame. 

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a EMCO storm door, with Serial Number **********. It has 4 hinges and the lower 2 hinges are broken right now. Pins are worn out and the door couldn't function properly. I just want to know what the warranty can do about this issue, like if I can get a free replacement of the hinge rail. I tried to reach out to Andersen but they kept transferring me to different departments without providing a solution. Phone call waiting time is long and online chat doesn't help either. I hope someone from ******** can assist me on this issue.Please contact me by email only.

  Business Response

  Date: 11/27/2024

  The problem may be related to wind damage and not covered under the Limited Warranty.  I am sorry to hear the customer was frustrated by reaching out to the Call Center.  I will have a manager reach out to the customer to discuss. 

  Customer Answer

  Date: 12/02/2024

   Better Business Bureau:
  
  I have been contacted by ********, and find that the resolution they provided is satisfactory to me.

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving email from Renewal By Andersen for over a year. I asked them to stop sending them to me and I'm still getting them. Each time I get them I forward them to **** ****** . I told him to tell the 3rd parties to stop sending them to me as I never requested any info. He never responded to me nor did he stop the emails. I counted them starting on 9/10/2024 and including one again today I have received 33 emails. Yes I can go to the end of the email and request removal of my name but this is disgusting as I never ASKED for info. Apparently **** doesn't care as today when I tried to forward the latest email I was rejected with "wrong address". I guess he didn't like hearing from me so he blocked me.

  Business Response

  Date: 11/20/2024

  I will have this individual removed from all lists at Andersen and Renewal by Andersen LLC.  Please note that this can take some time to complete as much as or more than 90 days. Also note as to physical mailings we are unable to remove the individual from all bulk mailings from third parties that we do not control and that include multiple advertisements or coupons for multiple companies in one mailing. 

  Customer Answer

  Date: 11/20/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:11/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Andersen windows and they agreed to remedy defects and there is no remedy to open these windows. They have no handle and are difficult to operate. This cpuld be life threatening in a fire.Previously they sent a *** to remedy and never returned with parts and or ***air. These are manufacturing defects that violate the Uniform Commercial Code and the ** Consumer Fraud Act. I purchased Andersen becausexwe owned their older windows for 20 years. Andersen advertised their windows as the best window manufacturer with the best product and warranty. We bought new ones and were tricked. This is consumer fraud, I have 20 year old Andersen windows that are substantially superior to the new 2024 models. The support is also substantially inferior.I would prefer a return of the windows for a refund. I would like to purchase a different more reliable brand. I would seek labor costs also if they will not assist now.

  Business Response

  Date: 11/06/2024

  Thank-you for contacting us regarding the customer's concerns. The customer has discussed this matter with our *********** agents previously but the information provided is different than the information in this complaint.  I will have an Andersen representative contact the customer regarding their concerns. 

  Customer Answer

  Date: 11/06/2024

   I am rejecting this response because:
  They did not follow up the first time and no contact this time
  
  

  Customer Answer

  Date: 11/15/2024

   I am rejecting this response because:
  
  They did not follow up the first time and no contact this time
  

  Business Response

  Date: 11/27/2024

  Andersen has spoken with the customer previously in May 2024 and he had sent in a previous complaint about a storm door and that there were missing parts.  Andersen responded to that complaint and we spoke to that customer at that time. For this complaint it seems to be we are discussing windows. Andersen does not seem to have record of him contacting us first before reaching out to the BBB about this matter. An Andersen representative will contact the customer and will talk to him about this new concern.