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:07/12/2022

  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 black not white ******** storm door. The bottom thing that keeps the door from flinging open , this is the second time I have to replace them. Also its beyond hard to lock it. It has a 30 year warranty? On what? I was told that I have to buy the parts and pay ******** to put them in. Um no .

  Business Response

  Date: 07/18/2022

  The Andersen Limited Warranty on the EMCO/Andersen Storm door is included with the installation guide included with the door at the time of purchase. The Limited Warranty outlines what is included and excluded.  If covered under the Limited Warranty Andersen will provide parts at no charge. Installation of the parts can be done by the customer themselves using instructions provided or they can hire their own contractor to do the work. Installation is of parts is not covered under the Limited Warranty.  An Andersen ***************** manager will contact the customer to discuss. 

  Customer Answer

  Date: 07/18/2022

   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.if they provide the parts to my free of charge

• Initial Complaint

  Date:07/12/2022

  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 ordered three windows from Andersen window and door. They arrived after two and a half months. good weather finally arrived so I started to install them.After completely dismantaling the old picture window frame, I pulled the new casement window out of the box and find greasy finger prints on the unfinished wood I was going to stain.I install the window because I have a big hole in the wall. I start to finish the trim inside and the workmanship is so bad I have to remove factory wood and cut it to make things square.Finally I find no insect screens have been shipped for any of the windows.I called customer servive and was told I could send the window back and they will have a new one for me in three months and the bug screens are back ordered. I have casement windows I can't open and don't dare install the other two until all parts are here. Anybody reading this be aware-Andersen does not make a quality product anymore and doesn't care about customers.

  Business Response

  Date: 07/18/2022

  Andersen is sorry to hear that the customer has been dissatisfied with their purchase.  If the customer could provide the number they called to contact Andersen and the name of the person they spoke to that would be helpful. Andersen does not have any record of a conversation with this customer.  At this time, I will have an Andersen ***************** manager contact the customer to discuss their concerns. 

  Customer Answer

  Date: 07/19/2022

   I am rejecting this response because:Andersen has made no effort to contact me. I do not know thee name of the customer lack of service person
  
  
  

  Business Response

  Date: 08/08/2022

  We have been in touch with the customer.  The report from ****************, a manager in the resolution center, was the following:  "Talked to the customer regarding the ******************** complaint they filed, the customer was upset that the mulled unit came not mulled correctly and that they don't have a solid date on when the screens would be delivered. The customer feels they should have been told that there would be long lead times on the screens so they could have made a better decision at the time of purchase to purchase Andersen or not."  Andersen has apologized that the mulled unit did not arrive as expected. The lead times are not unique to Andersen and are not something that Andersen is able to control for the customer. This has been explained to the customer. 

   

  Customer Answer

  Date: 08/09/2022

   I am rejecting this response because:he is lying. I was never informed and ********** was not told of the lead time delay until I started complaining to everyone
  
  
  

  Business Response

  Date: 08/24/2022

  Andersen is sorry to hear that the customer has been dissatisfied with their purchase.  If the customer could provide the number they called to contact Andersen and the name of the person they spoke to that would be helpful. At this time I do not believe we have received the additional information we requested in our last response. 

• Initial Complaint

  Date:07/11/2022

  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 purchased two ******** storm doors. I paid ******for the two. After installation, one under an overhang and one without, the door without the overhang leaked heavily during rain. I have to lay towels around to stop the water pouring in from pooling on the floor. My contractor returned give times to attempt to remedy the problem. He put sealant and caulk around the door, including the rain cap. Still the rain pours in. The last time he was here he put a hose on it to see where the leak came from. He said it was a problem with the door, not the installation. He put the hose on the door under the overhang and it has the same leak.I called ******** on 7/11/22 at **** and spoke with operator JP who went through her script with me responding. JP informed me the door was designed to let rain in, there were no supervisors to speak to, and no technicians to come to look at the door. So, I am left with leaky doors and no recourse. I was hoping to get some relief.

  Business Response

  Date: 07/18/2022

  Andersen is sorry to hear that the customer has been dissatisfied with the response to their concerns. Storm doors are meant to be installed only in addition to an already installed entry door.  Storm doors are not meant to be used alone without an entry door. A storm door is designed to protect the entry door but the entry door should be the main source of keeping the elements out of the home. There may be other factors involved in what is occurring at the customer's home. If covered under the Limited Warranty Andersen will provide parts under the terms of the Limited Warranty but service to the door or installation of Limited Warranty parts is not provided.  I will have an Andersen ***************** manager contact the customer regarding their concerns. 

  Customer Answer

  Date: 07/19/2022

   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 with the understanding that both the storm doors are installed as secondary doors, not as stand alone doors. With the understanding the storm doors are not to be considered an absolute barrier to all precipitation, the doors allow rain to pour in, literally is as though no storm door is there at all. I have never seen a situation such as this.

   

  I doo appreciate your time in this matter.

  *******************************

• Initial Complaint

  Date:06/22/2022

  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 all Andersen products for a gut reno in 2017. The patio door weather stripping has been loose on the bottom and recently is so bad we cannot shut the door. I called Andersen. Spoke to *****. He said the part was covered and I asked about install. He quoted me $65-70. I said wow thats a great price. We discussed it and i mentioned how sometimes hard to get people to show up he said the part gets delivered to the recommended installer and Andersen sets up the appointment to come to my home. We discussed how that is easy and I appreciate that customer service. I told him how great that is as I get price gouged when the address is determined. He said , no problem. So after he typed in my address he came back with a quote of $290!! Thats not the $70 he told me. He backtracked and said that he quoted me a price for the part. I reminded him no, he told me the part was covered. Then I was told there is a $210 show up fee and $80 to repair !!! I asked for a supervisor. ***** came on the call and didnt believe a word I said then told me she could send me the part and asked for my credit card! For a free part that is covered!? I said I refuse to give her my credit card for a free part that is covered by my warantee. She agreed once I refused to pay her. Shes been there for 6 years she said yet her customer service practice is price gouging; misrepresenting and charging me for a free part! Then she said I could leave feedback and hung up on me. I dont know if she sent the part. Customers beware! They bait and switch Mislead and lie. Also ***** did say that the cost of showing up is different based on location. Everyone should know they price ***** based on the address. Thats discrimination. I asked her about it and she quickly ended the call. Andersen discriminates. Who would have thot.

  Business Response

  Date: 07/05/2022

  I am sorry to hear that the customer is dissatisfied with the response they received to their concerns from the Andersen *****************.  I will have a manager in the ***************** contact the customer to discuss this matter. 

• Initial Complaint

  Date:06/22/2022

  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 been waiting on a new window install since Oct 2021. Ordered all new windows in Feb 2021. The front window was ordered wrong by *********** They ordered a new window in Oct 2021. ********** states waiting on a trim piece to install new window. I have been waiting so long and little to no help at *********** I just want a answer. ********** states no response from Andersen Windows ************************* ******************************************************************************** ************ ************************

  Business Response

  Date: 07/05/2022

  Andersen has been in communication with the customer. The trim piece is ordered and looks to ship on July 7, 2022. Please let us know if you need anything further from Andersen in this matter. 

  Customer Answer

  Date: 07/06/2022

   I am rejecting this response because: Promise is July 17th. Since my window has not been completed I will keep this case open. I have been promised since March of 2022 to have this completed. Between ********** (seller) and Andersen Windows (supplier of window to **********) I have been promised since OCT 2021 to have this bad window replaced
  
  
  

• Initial Complaint

  Date:06/20/2022

  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 ordered a replacement glass panel for my storm door using the serial number from the door, choosing the part that appeared for the correctly displayed door. When the panel arrived, it was the wrong size and the part number was different from the one on the website. Four phone calls and two supervisors got me the same answer: You ordered the wrong part and if you send it back, you have to pay for shipping and a 20% restocking fee. Their reasoning: The correct part is displayed on our website. That is exactly my point. I COULD NOT have ordered the wrong part using the serial number from the door. I did NOT order the panel by part number or description. I selected it from the one displayed on the website.

  Business Response

  Date: 06/22/2022

  I am sorry to hear about the customer's dissatisfaction with our response to his concern. An Andersen ***************** manager will reach out to discuss this matter with them.

  Customer Answer

  Date: 06/22/2022

   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:06/16/2022

  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.

  Purchased an ******** Storm Door in April 2020. Door installed in July of 2020. First complaint issued to company in January 2021. The center mullion does not fit the storm door. Will not stay in the frame of the door since being installed. I have contacted Andersons warranty department January 2021, September 2021, January 2022, May 2022. I have emailed multiple photos, detailed emails of the issue with this door. Andersons fix it policy every time is to install a larger s**** into both sides of the center mullion. After 3 different larger screws the center mullion still cannot be installed correctly into the door. Once one side is screwed in, the other pops its way out. The center mullion now just rests on top of the bottom glass. When the door is opened you have to hold onto it so it does not fall off. This has now allowed the glass to move around and there is no structural strength to the center of the door. The s**** holes are large now into the frame of our brand new door. After contacting ******** again I was told to send in photos AGAIN with all of my information for replacement. I then receive an email stating my warranty claim has been denied because ******** does not warranty stripped screws. I call ******** and tell them this is not a stripped s**** issue, the representative on the phone says no maam, ******** does not cover stripped s**** holes. To say I am upset at this point is an understatement. There was never a mention of stripped screws, and the stripped s**** HOLES in the side frame of the door is Andersons fix. Thats what I was instructed to do from the very beginning. Stripped s**** holes are not even the reason for my warranty claim in the first place! Garbage product and even worse customer service.

  Business Response

  Date: 06/20/2022

  I am sorry to hear that the customer has been dissatisfied with their purchase. The installation instructions must be followed when installing the door.  I understand the customer has been frustrated by their experience with our customer service. An ********************** ***************** manager will contact the customer regarding their concerns.

  Customer Answer

  Date: 06/20/2022

   I am rejecting this response because:
  
  The door was professionally installed by a ********** contractor. All installation instructions were properly followed. The door is defective and ******** is refusing to take responsibility for their product. 

  Business Response

  Date: 06/22/2022

  An Andersen Resolution manager has contacted the customer and offered a resolution.  We believe that the customer is now satisfied. 

  Customer Answer

  Date: 06/22/2022

   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. ******** Storm Doors is replacing my door. 

• Initial Complaint

  Date:06/13/2022

  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 called ******** Windows about a warrantee claim for a window that suddenly cracked when I went to open it. ******** asked for pictures and the window information. They said they would get back to me in 24 hours. They never called or responded by email. When I called them 9 days later, ******** is denying my claim saying that the window was damaged by impact. The broken part is on the outer section of the window. The window has a screen on it. There's no way this is true. The window is on the second floor. There are no trees or objects that could hit it. My children are all grown up and there are not any sports being played outside of my house. I am confused and very upset in how they are responding to this issue.

  Customer Answer

  Date: 06/13/2022

  I received a call from the company that the complaint was placed about. After speaking with them, I may of put the complaint with the wrong company. The company i have a dispute with is ******** Windows and Doors. The corp. office is ************************************************************. Please advise as to what i need to due to correct this issue. 

   

  I am still waiting for a manager from ******** windows to call me back as they told me they would. 

   

  thank you,

  *************************

  Business Response

  Date: 06/20/2022

  Andersen has spoken to the customer and we believe that she is now satisfied with our response. 

• Initial Complaint

  Date:06/11/2022

  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.

  Firstly, Ive been a lifelong Andersen customer until now. To elaborate, Ive contacted Andersen numerous times for support on a issue at hand. No communication returned so thats why Im here. I recently purchased a large number of new construction Andersen 400 series Woodwright Windows and E-Series Patio doors with factory painted and integrated jamb extensions applied before shipment from Andersen. The jamb extensions were drilled into by a private installer with countless Certified Andersen Contractors admitting theres probable barrier ****** compromise although the company is asking me to fill/paint what they call the cosmetic damage instead of ordering new windows. Ive spoken to Andersens Area Rep and many suppliers that specifically state I cannot fill/paint the jamb extensions that are factory applied without removing these windows which is the recommended instruction once theyre installed. Nonetheless, Im asking Andersen for their help and to this point none, on what the warranty thats presently intact would be if I fill/paint the jamb extensions thats present? Ive been told by (2) service professionals two separate measures. First being, to uninstall every window with new painted jamb extensions from Andersen then applied to the uninstalled window although removing the new construction window would definitely compromise the flanges/fins behind the window or secondly, buy all new windows. Can I please hear from someone at Andersen Corporation that cares enough to properly answer my questions. Thank-you BBB for your help!

  Business Response

  Date: 06/22/2022

  Thank-you for contacting us regarding this customer. We have been in communication with the customer since May 2022. The ********************** ***************** has communicated with the customer on numerous occasions. The customer has told ********************** that a third party installed the product and that they have problems with the installation. Andersen did not install the product.  In response to the customer's contact and requests ********************** has provided the installation guidelines and other information that the customer has requested. Thank-you for contacting Andersen. 

  Customer Answer

  Date: 06/23/2022

   I am rejecting this response because:
  
  Andersen hasnt provided the information Ive continuously asked for as this situation doesnt fit into the normal installation or warranty information documents Ive received. Im only asking for someone from Andersen call me to elaborate on this certain situation so that I do not have a warranty issue with Andersen at a later time. Thank-you. 

• Initial Complaint

  Date:06/05/2022

  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.

  Tried contacting ******** Windows regarding a few windows we believe were installed in wrong location. When salesman went over windows we discussed which way we wanted casements to open. These three windows open the wrong way. Tried several times to contact ******** Windows and talk to a rep and was told someone would contact us. That was 3 weeks ago. All we ask is to talk to a rep to see what can be done to correct this issue. The windows are great and crew did a great job but we would like to resolve this issue.

  Business Response

  Date: 06/15/2022

  Thank-you for letting us know about this customer.  This is a complaint that should be directed to the Renewal by Andersen retailer in ******* ********.  We have let them know of the customer's concern.  They should be in contact with their customer soon.  Please let ** know if the customer does not hear from *** of ******* directly.