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

• 

  Andersen Corporation

  PO Box 6029 N Brunswick, NJ 08902

• 

  Andersen Corporation

  2549 Innovation Dr Marion, OH 43302

• 

  Andersen Corp. Windows

  71 Second street Strathroy, ON N7G 3H8

• 

  Emco Enterprises Inc

  2121 E Walnut Street Des Moines, IA 50317-2264

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:02/18/2024

  Type:Product 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.

  Warranty Case # ******** The door is defective, the door is flush in the center, at the top and the bottom there is a gap- we can see daylight. Pictures were sent in response to numerous requests.12/18/23 called Emco Door to report a defective door. *** sent an email advising what we need to do to start warranty claim. We provided information requested including pictures and receipt.12/21/ We received an email from ***** requesting additional pictures , we sent pictures on 12/24/12/27/ Received response from ********, requesting additional pictures and information. 12/28 we sent additional information requested.12/28/, ******** requested original pictures be resent. 12/29 we resent. 12/29 ******** responded that we needed to inspect if the latch rail is bent. We sent additional information. 12/31/23 We sent another email explaining door is flush in center and there is a gap and the top and bottom of door, how could the door be okay and not defective?1/02/24 ***** responded stating the door is not warped/defective that we needed to check to see if the rough opening is correct. The panel measurement will be approximately 3/4" less than door size.1/6 we responded informing ***** that this is a replacement door and to please clarify what he is requesting. AGAIN asked if he thought it was normal to have a gap at the top and bottom of the door. We also requested a Supervisor or Manager call us.NO RESPONSe.1/19 We sent a follow up email asking what we need to do to move claim forward. No Response 1/27 sent follow up email. To date 2/18 No Response.I was going to send the *********** ********************** a letter with the email correspondence asking for assistance, when researching for a corporate address for corporate officers all that is found is a **************** phone # and address.Would appreciate a full refund for the door $279 +tax. They should spend as much time on quality control as they do on training employees to dismiss customers.

  Business Response

  Date: 02/20/2024

  I am sorry to hear of the customer's frustration with their experience with the Andersen *****************'s response to their contact. An Andersen ***************** manager will contact the customer to discuss their claim. 

  Customer Answer

  Date: 02/20/2024

   I am rejecting this response because:
  

  Today 2/20/2024 we received a phone call from ****, we returned her call.  She asked if we wanted a replacement door or refund, we told her a refund.  She said she would process the manual check and we should receive in ***** business days.  We will let the BBB know when check is received at which time the case can be closed.   

   

  Thank you for your assistance.
  

  
  

• Initial Complaint

  Date:02/18/2024

  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 built a home with ******** windows and doors- we have had tremendous issues with the quality of work. Our sliding doors are warped and leak cold air and wind. We have been in contact with ******** for the past year and half. They refuse to change the door and just recently their technician and their account manager entered our home yelled and my husband and said we were hesitant to service your home because it has been having ongoing issues- then they continued to make up a story that we used abusive language and stopped responding. The room has a 65 temperature on the 2nd floor when the thermostat is set to 73. We feel the wind come through. They have refused to honor the warranty. We have many videos and images that e have shared with the business under the Case #******** We need a resolution for this door. We recently quoted a pella brand alternative to replace this door for $11,500.

  Business Response

  Date: 02/21/2024

  An Andersen representative has been in contact with the customer regarding a time to come out to their home. 

• Initial Complaint

  Date:11/15/2023

  Type:Product 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 chose the Series 400 double hung windows for our new construction because we thought they were the best on the market. Our local **** ************************ was inadequate and willfully omitted pertinent information regarding these windows to procure the sale. Upon installation we discovered that the windows had no jamb extension and any blinds or shutters would have to hang on outside of window. Secondly, the window left large gaps around the perimeter of the window. The jamb doesnt meet the interior Sheetrock and trim leaving large gaps. Totally unacceptable I want a refund on all windows.

  Business Response

  Date: 11/22/2023

  Andersen will review the customer's concerns and a manager in the ********************** *********** will call them to discuss.

   

  Customer Answer

  Date: 11/22/2023

   I am rejecting this response because:
  After speaking with the Andersen **** ****** she offered absolutely no resolution. We would like an Andersen professional to look at our windows and offer some type of resolution.
  
  

• Initial Complaint

  Date:11/14/2023

  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.

  Hello,We have ******** Windows in our home. Probably installed 23 years ago. They are all in great condition, exception one, where the wood is rotting on the bottom of the window. We've attempted to contact ********, and have not heard back.We would like to order just 1 window replacement. We do not need any installation, just need a matching window.Could you please help us.

  Customer Answer

  Date: 11/15/2023

  ******** Window & Doors

  Business Response

  Date: 11/22/2023

  An Andersen *********** representative will contact the customer.

   

• Initial Complaint

  Date:11/10/2023

  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 moved into our home in May of 2021 (home was built in 2015) and immediately noticed the trim around several (5+) windows was soft and swollen. In fall 2021 we contacted the local distributor for the ******** windows that were installed. We were told that the prior owner had filed a warranty request and ******** had come out to "fix the defects in manufacturing". Since the initial repair done for the prior owners was not sufficient, we asked the distributor to file a complaim to have our windows checked again. The distributor told us that this is a very common defect with this generation of fiberglass windows, unlilke vinyl windows that can be thermally "melted" at the joints , fiberglass windows must be manually sealed, apparently the sealant/foam they used within the frames was not applied correctly for this series of windows. Therefore the rain hits the pane of glass, falls into the channel at the base of the window and through capillary action is sucked into the interior of the house, the trim and the underlying wood. We were exceedingly patient, ignored the issue during the summer when everything was dry. But in Spring 2023 we finaly resorted to visiting the ******** distributor in person and saying "this must be resolved" - they said they would once again contact ******** and request a warranty service.We were finally contacted by phone on Oct 19 '23 that someone would be contacting us within 2 weeks to schedule a consultation.We are now heading into our 3rd winter in the house - the windows are once again leaking and our trim is swelling. Our neighbors who had the same fiberglass ******** windows replaced all of their windows. I'm sure that if ***********************, *********************, *********************** or any of the ******** excutives or board of directors had leaking windows, swelling trim, and mold in their childrens bedrooms - they would do whatever they could to get it resolved. Stand by your brand and your business and do what's right.

  Business Response

  Date: 11/22/2023

  It is my understanding that Andersen has been in touch with the homeowner in this matter.  I will have an Andersen manager from the call center contact the homeowner regarding their concerns.

   

• Initial Complaint

  Date:11/09/2023

  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.

  In the Spring of 2023, we purchased 28 A series windows and 2 French patio doors from ******** Windows through a dealer (Dartmouth Building Supply,) The ******** order totaled over $53,000. One of the doors arrived damaged with a cracked base. We asked our dealer to have ******** replace the damaged door. It took several weeks to get a response. ******** finally answered with a refusal to provide a replacement. The claim # supplied by our dealer is: IQR *******. The dealer offered us to sell a replacement frame at cost with a price of $1,200. The door we purchased cost $3,219. This offer is not satisfactory. We request to have the door replaced by ******** at no cost since it arrived damaged. Please assist us in resolving this issue.

  Business Response

  Date: 11/15/2023

  An Andersen *********** representative will call the customer about their concerns. 

  Customer Answer

  Date: 11/21/2023

   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:11/08/2023

  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.

  A pair of Andersen-Emco storm doors, which were manufactured about 12 years ago, rotted out on my deck due to the poor manufacturing quality. After sending pictures of the defective doors, Andersen-Emco agreed to reimburse me with a 50% warranty claim to replace the doors up to a total of $415.60. The claim # was ********. I have this in writing. OK, so far.After numerous calls with customer service ***********************'s phone rep is a person grossly lacking in English skills), Andersen-EMCO instructed me to replace the doors (which we agreed could be done by HomeDepot), and I would pay ********** and they would reimburse me up to 50% or a maximum of $415.60. ********** finally got around to replacing the doors, for which I paid them $874.00. However, after re-contacting Andersen-Emco, they are now refusing to pay me what they promised. Andersen-Emco owes me $415.60. I have my email dialogue with Andersen and my proof of payment to **********.

  Business Response

  Date: 11/15/2023

  An Andersen representative will reach out to the customer to discuss their concerns.

   

  Customer Answer

  Date: 11/15/2023

   I am rejecting this response because:

  ANDERSEN STILL HAS DONE NOTHING TO REFUND THE PROMISED $415.60 FOR THE DEFECTIVE STORM DOORS THAT I REPLACED AT MY OWN EXPENSE (AFTER THEY PROMISED TO PAY HALF - UP TO $415.60).  TO SAY YET AGAIN THAT THEY WILL REACH OUT TO RESOLVE IT AT SOME UNSPECIFIED FUTURE DATE WITH NO ACTION IS ENTIRELY UNACCEPTABLE.  I'VE BEEN 100% HONEST WITH ANDERSEN AND THEY HAVE NOT BEEN SO WITH ME.  AT THIS POINT ANYTHING LESS THAN ANDERSEN'S PROMPT CASH PAYMENT TO ME FOR THE PROMISED REFUND WILL BE REJECTED BY ME (AND I WOULD THEN CONSIDER ANDERSEN A DISHONEST FIRM WITH WHOM I WOULD NEVER DO BUSINESS AGAIN).  BBB - WHAT MORE PROOF DO YOU NEED???
  
  

  
  

  Business Response

  Date: 11/15/2023

  I am sorry to hear that the customer is frustrated with our response to their complaint. Andersen received the BBB Complaint and we responded that we would be having an Andersen Representative reach out to speak with the customer about their concerns. This is a reasonable response to this claim and we will make contact with the customer within 5 business days.  Please let me know if you have any questions. Thank-you for contacting Andersen about this matter. 

• Initial Complaint

  Date:10/26/2023

  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.

  My home has basement windows made by Andersen Windows that were installed with the construction of the home in ****. Out of four windows, three have become brittle enough that you can push your finger through them. I contacted the company to see if I could get new sashes (the wooden frame with a single pane of glass), and they said they could for over $400 a piece. This is for a piece of glass in a square wooden frame - complete price gouging. I have priced replacement windows at - which are double pane with a screen and frame for $70/piece at ********************** offered me these after raising my concerns to management for $250. Its a pane of glass - and it will more than likely day fail like the other three. I would be happy to pay $100 - but its completely insane to pay $100 for their product. I would just do the $70 option, but it requires me to tear the windows out of my basement wall (in cement). This is highway robbery.

  Business Response

  Date: 11/01/2023

  I understand the customer is frustrated with the replacement costs that they were given.  The units are from **** and are 23 years old. An Andersen representative will contact the customer but the customer was quoted a price as requested. I will have a representative contact the customer to discuss their concerns.

  Customer Answer

  Date: 11/04/2023

   I am rejecting this response because:
  
  No one has contacted me. 

• Initial Complaint

  Date:10/17/2023

  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 contracted with ********** Coast Widows to install 26 windows and 5 doors in our house (with new siding). Because we used ******** in 3 previous remodels, and were very satisfied with the quality, we stuck with them. The windows were installed in April and 8 of them started to fail shortly after installation. I contacted ******** in early August and opened up a ticket. I supplied ******** with their multiple requests for pictures and codes and I am still no further along in understanding when my windows will function. 8 of them won't close properly creating security issues. Since we last installed windows they modified the hardware from actual hardware to plastic and it does not appear the plastic will last if you even occasionally open the windows given the load. Our contractor took all measurements again and assures us they are properly installed. One of the casement windows won't open or close at all and 8 windows are warped (bending in the middle) and have faulty/broken hardware. I am concerned with rains coming soon, and the safety concerns, and no one at ******** can tell me why it is taking so long to get back to us.

  Business Response

  Date: 10/25/2023

  An Andersen Resolution Manager will contact the customer regarding their concerns.

  Customer Answer

  Date: 10/30/2023

   I am rejecting this response because:
  
  I was not contacted by Andersen until today and they told me they would send me the parts (hardware) but I don't have them yet so I still have a bunch of windows that are not functioning - since I first complained 3 months ago! The employee I spoke to at Andersen was very helpful so I hope to take him at his word but I am still very disappointed with the plastic parts in the window that have failed and not confident that if we install the same plastic parts the windows will work. Additionally I opened this complaint with Andersen in August and they (and the window dealer) are blaming each other and so now 3 months later I still have windows that don't lock properly - creating a security issue. Andersen sent the dealer/installers pictures saying the windows were out of alignment but the Installers are saying the pictures show the windows are in alignment. As a customer it is frustrating that I spent 150k for windows and installation and many of them do not function properly. I will do a separate complaint with the window installation place. I have remodeled 4 houses with ******** windows and selected them because of their quality, I even paid for their special glass at $4500 per window! but in our past purchases the hardware was solid and not plastic so I worry the product is not the same but the cost has increased significantly.

• Initial Complaint

  Date:10/13/2023

  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.

  Purchased an Andersen screen door and had it installed back in April. Says screen door has a warranty on it, still in effect. On or about October 3rd, attempted to open door and whole frame fell out. Sprained hand / fingers; screen and frame broke when fell to porch. Called Andersen to notify them of the issue, and company said they would have someone come out and inspect / repair under warranty. Said they would have a representative call customer to schedule / advise on next steps. ******** says she has called repeatedly over the past 10 days or so, but has not yet received a call back from Andersen.

  Business Response

  Date: 10/24/2023

  Andersen has been in touch with the homeowner and a representative has visited the customer's home and talked to her about her concerns. 

  Customer Answer

  Date: 11/02/2023

   I am rejecting this response because:
  
  Spoke to someone at ******** a couple days ago and he stated that they are waiting for the part and it should be in by November 16, ****************************** and be out to fix the issue.

  Business Response

  Date: 11/08/2023

  The rejection of our response does not make sense in this instance. Andersen has responded that we are waiting for a part to arrive on November 16, 2023. Please let me know who else we can assist in this matter. 

  Customer Answer

  Date: 12/06/2023

  I have talked to a new contact named **** and keep getting told they will look into it - nothing has been resolved or happened as of yet. 

  Business Response

  Date: 12/28/2023

  **** has been in touch with the customer regarding this matter since the original complaint was received.  **** will continue to be in contact with the customer. December is a month of many holidays and employees with time off.  I would ask that the customer please have patience into the new year as response times may be delayed. If there are issues the customer can contact me directly.