Business Profile

Windows

Andersen Corporation

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

175 total complaints in the last 3 years.
60 complaints closed in the last 12 months.

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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:09/22/2023
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.
I purchased windows and doors through a local distribution company, *** Supply in *********, **. Products do not match the requested order, multiple items missing and damaged. Locks on windows installed incorrectly not able to lock some windows due to improper installation of the locks by Andersen. I have sent multiple emails with photo documentation as requested by Andersen. Two french doors arrived damaged and missing the blinds that were supposed to be in the glass and the holes for the hardware were not drilled in the doors, hardware information was provided with the order. Can not get in touch with anyone from Andersen who is willing to help me resolve my issue, no one will respond other than giving me a number that is for homeowners who have had their product installed for a year and they take warranty calls. They continue to refer me back to the distribution center and the distribution center is not able to get any response from Andersen either. It has been almost two months since they were delivered and I filed my request for replacements. I waited six months for my original order only to have it come damaged and wrong. I honestly thought the time that I waited and the stand I took to have these windows for my home was worth it but they do not stand behind their products and their customer service is awful. I do not think it is a fair expectation that I put new windows in a new home and I should be expected to be ok with moving locks and having the old holes show. I would like the damaged and wrong items replaced and reinstalled at Andersen expense not mine.
Business Response
Date: 09/08/2023
The customer mentions the business that they purchased the windows from and we believe that they should continue to contact that business for information related to this concern. In response to this complaint however I will have an Andersen Resolution Manager contact the customer to discuss and assist.
Customer Answer
Date: 09/11/2023
I am rejecting this response because:

I have reached out to Andersen multiple times to resolve these issues and so has the supplier with no calls back from Andersen. I will be happy to resolve this case when I hear from someone and my issues are actually resolved.
Thank you
**************************;
Business Response
Date: 09/22/2023
We have provided resolution to the customer on this and arrangements have been made with the customer. Please reply back and let me know that this matter is considered resolved.

Thanks!
Customer Answer
Date: 09/24/2023
I am rejecting this response because:

I have had multiple conversations with the company and all have said it would be resolved, conversations started in July. I will resolve this issue once the issues are actually resolved.
Initial Complaint
Date:09/13/2023
Type:Product 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.
Company continues to mail to my home despite repeated attempts to email their privacy email address and call Andersen directly. I want all my personal data deleted and never to be mailed or emailed again from them
Business Response
Date: 09/24/2023
Andersen will remove the individual's information from our system as soon as is possible. This can take some time to complete but will be done as soon as it is possible. The customer may still receive some contact until that is complete.

Customer Answer
Date: 09/25/2023
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. To confirm, this will purge any and all information in the company's system that includes my email, name, phone, physical address. Thank you
Initial Complaint
Date:09/10/2023
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.
Door is an Andersen/EMCO **** SERIES Storm Door with **glass and pull-down ventilation screen. It was purchased through ********** (**************************************************************************************** *************) for a purchase price of $473.14. We also purchased installation services for $138.00. Upon installation, it was discovered that Ventilating Window (Part #******) had a scratch on the window itself or the **glass coating. We notified the ***************** at **************. We were advised by the representative, who is not an Andersen/EMCO employee, that they could send a replacement window, but they do not do any of the work. It should be noted that we have talked to this customer service representative several times and on each occasion her name has changed. We never received a case number for this issue, but it can be located by using the phone number listed with this complaint.The replacement window arrived, but it could not be changed out due to the right s**** on the Window Latch Assembly being frozen/stuck in the assembly. The same customer service rep. advised us to break the assembly off from the door and a replacement would be shipped. Fearful of damaging the door further, we refused this procedure. We asked that a service agent be dispatched to either remove the assembly or remove the entire door and have it returned for a refund. We were told this is not possible. We then requested to speak to supervision, but no one in that position has ever called, nor were we ever given the name of a supervisor to discuss the issue. This same customer service representative has refused to give us a corporate number or address for Andersen/EMCO stating she did not have one. We are seeking cost of the door and installation expenses. An alternative is to have a service agent that is trained for these problems make the door whole. Receipts are available, but I am unable to transmit them at this time.
Business Response
Date: 09/21/2023
I am sorry to hear that the customer was dissatisfied by our agents' responses to their concerns with their **** storm door. Emco/Andersen storm doors are DIY and we do not have service representatives that do site visits which is why the customer received the response they did regarding sending out a service representative. I will have an Andersen ***************** manager contact the customer as soon as is possible to discuss.
Customer Answer
Date: 09/22/2023
I am rejecting this response because: "****" called on 9/21/2023 and advised us to break the part off the door as the *************** had advised in the past. Refused to send anyone qualified to remove or repair door. "****" then stated that if the door were broken during attempt to replace Latch Assembly, Andersen would replace the door free of charge. "****" was placed on speaker phone so my wife could hear this statement. He repeated the free of charge statement. I then asked for a letter stating this replacement guarantee. "****" advised he was not authorized to send such a letter. We advised "****" that we would continue to press the complaint without a letter forthcoming. "****" stated he would email somebody (unidentified person) about the letter request. Call was discontinued at this point.

Business Response
Date: 09/25/2023
Andersen is reviewing this information from the customer and we will respond as soon as possible. As the customer indicates we have been in touch with them. Further contact may take some time but we will follow-up as soon as is possible.
Customer Answer
Date: 10/02/2023
I am rejecting this response because: No response has been made by Andersen/EMCO since this email sent by BBB. I only have ************************************* it is dropped so I forced to reject their response.

Customer Answer
Date: 10/02/2023
I am rejecting this response because:

I am rejecting this response because: No response has been made by Andersen/EMCO since this email sent by BBB. I only have ************************************* it is dropped so I forced to reject their response.
Initial Complaint
Date:08/23/2023
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.
WARNING: WARNING WARNING WARNING --- # NEVER ANDERSEN Orderd a large 400 Series sliding window. The window was not only missing hardware, but did not function properly. Both sides of the window were supposed to slide open and only one side opened. Additionally, the window looked like an aftermarket window put together with old pieces. It was scratched everywhere and rattles horribly when openeded and closed.Called Andersens for the first tme, second time, third time, fourth time.....They said they would send out a representative from Clearview.Months later, the rep from Clearview showed up after repeated calling. When he showed up, he was with another man that did not work for the company, just came along for the ride. He told me he would replace the interior of the window, and paint the shell/exterior "to look like new". The window is new, and should not need to be painted. The Clearview Rep said he would have the window replacement parts delivered to his house, inspect them to make sure all is correct, and would bring them when he was ready to install. Upon leaving he also told me that if Andersen called or sent a survey I should tell them I am satisfied and he is doing a great job.The interior replacement window glass was delivered to my house, I did not know, and the glass was left outside at the end of my driveway.I had to the call the Clearview rep to tell him the parts were here. Had to call several times again before being able to reach him to set up an appointment to come do the work. Then he cancelled two dates. After calling to set a third time, to find out when he would be here, he screamed at me, and again repeatedly told me how he was not being paid by Andersens to do the work, had to drive three hours, and was only doing this because he was trying to be nice (all while screaming at me), and then said he would not complete the work.. The most unproffessional company I have ever experienced. Shame on you.
Business Response
Date: 08/28/2023
Thank-you for sharing this customer's concerns with **********************. The customer is discussion an independent company from Andersen in his discussion of his concerns. I will have an Andersen ***************** manager contact the customer about his concerns.
Customer Answer
Date: 09/06/2023
I am rejecting this response because: I received an email on August 29, 2023 from an Andersen representative that they would get back in touch with an update, and have not yet had a response. I did not want the 10 business days of my complaint to run out before having a resolution.

Business Response
Date: 09/08/2023
The customer was contacted by a manager in our ***************** as was promised in our initial response. The customer was contacted on August 29, 2023. The ***************** manager has offered the customer a response to their concerns.

Customer Answer
Date: 09/14/2023
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.

Thank you BBB. Grateful for you are here.
Initial Complaint
Date:07/21/2023
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.
I am the owner of an installed Andersen sliding glass patio door which is approximately ten years old. Today the glass of the door "popped" and completely shattered. This is the second time tis has happened to this door in the past few years. When I reported the last incident to Andersen, they immediately said it was covered under warranty and sent a replacement soon thereafter. Today, when I called with the EXACT same issue they claim the it is NOT under warranty. When I asked why it was covered last time the representative said "I guess you just got lucky last time." I'm not familiar with companies covering their products under warranty based on "luck". This seems to me to be incredibly unprofessional and bad business practice.
Business Response
Date: 08/03/2023
I am sorry to hear of the customer's frustration with our response to his concern regarding his door panel. An Andersen ***************** manager will contact him regarding this matter to discuss.
Initial Complaint
Date:07/14/2023
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.
Produce alot heat storm door not energy efficient. I be afraid touch window in heat and burn.
Business Response
Date: 07/25/2023
I have received the customer's complaint. An ********************** ***************** manager will contact the customer and discuss the claim with them.
Initial Complaint
Date:07/11/2023
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.
Storm door glass has had a significant fogginess since install that will not come off with any kind of cleaning or wiping, and just continues to worsen. Our installer was called to the house, checked things over, and agreed there was a problem with the glass. I attempted to file a warranty claim. While describing the issue to the agent, I was immediately told the problem was surface condensation that they don't cover. At which point I told her she is incorrect. The problem is not a simple surface condensation, its constant fog that does not come off with any kind of cleaning or wiping so if its condensation then, it is between the panes from a defective seal, which is a manufacturing defect. I asked for a representative to be sent to the home to view the problem. I was advised no field agents exist, just to send pictures. I sent in the requested photos, again was told this was surface condensation, and that I could pay for a replacement as our door only had a warranty for 90 days. Currently in my hand is the warranty document, As the warranty document states, manufacturing defects are covered under warranty for 5 years. They continued to treat me like I was stupid. I requested to speak with a supervisor, was promised someone would call me within 24 business hours. No call has been received. We used Andersen because we believed their product was one of the best, however I am regretting that and won't use this company again. They don't stand behind their warranties, and continue to try and explain away issues as "condensation" so that they don't have to pay to replace their defective products.
Business Response
Date: 07/18/2023
I am sorry to hear the customer has been disappointed with our response to her concern. I will have a Andersen WindowCare ***************** manager give the customer a call to discuss.
Customer Answer
Date: 07/24/2023
I am rejecting this response because:

I received a call from ***** who left a voicemail. I returned Craigs call, leaving him a return voicemail explaining my hours of operation and being unavailable via phone. I provided times I am available and also available via email to discuss rectifying this matter. I have yet to receive a phone call back.
Initial Complaint
Date:07/07/2023
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.
I got a door went to put it on it was damaged and missing parts I went back to were I got it they told me I have to contact the company I contacted the company asked for a supervisor for over twenty minutes denied a supervisor gave them all the information they were asking for information they did not need they hung up after I swore because they would not give me a supervisor got hung up on called back to talk to someone different was told there was no supervisor or manager and would receive a call back in twenty four to forty eight hours and got hung up again the serial for the door I gave was ********** they said there was no door on file for that
Business Response
Date: 07/17/2023
An Andersen ***************** manager will call the customer to discuss their concerns.
Initial Complaint
Date:06/22/2023
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.
On April 4, 2022 I special ordered an ******** tilt in window from *********** When the window came in July, my son was very busy working long hrs. I left the window sealed in the box until this spring when my son had time before the rush of summer. When we opened the box, the window was NOT what I ordered. It was a standard double hung not a tilt in sash for easy washing. At this time in May 2023 we contacted *********** they contacted ******** windows. The standard window would have cost me under $400.00. This window that I received would be that price. I paid $995.00 for this special order *************************** did not send the correct one which is the company's fault not mine. I called the ************** said they would replace the window on 2 counts, it was the wrong window, their mistake & the frame had a crack in it. Today, I received the replacement window SASH'S NOT a WHOLE COMPLETE WINDOW. I called the company was extremely angry as they were the ones who caused the problem as the order was clearly written. What I received was NOT A WHOLE COMPLETE WINDOW but just the windows themselves. I called instantly & was told that we would have to do the modifications to the window to make it tilt in sash. What they are saying, I will have to pay more money because they screwed up from the very FIRST. ********** wrote the order CORRECTLY but I must make these corrections myself. If they will not replace the whole complete window then I would like my my whole money refunded. The screens are different for a tilt in sash so I would need to buy a new screen. I find them offensive to say I must make the modifications for their mistake. I would like a whole window, complete so my son will not have to spend time that he doesn't have to modify it or I would like the price of $995.79 refunded to ****** will go buy a window from their competitor. I have every intention to let this be known to the public. I paid all this ************ were in the wrong from the beginning. NOT ME!
Business Response
Date: 07/11/2023
An Andersen ***************** manager will contact the customer to discuss their concerns with the order.
Customer Answer
Date: 07/11/2023
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. I will await for the phone call from ***************************, ************************** Manager @************
Initial Complaint
Date:06/01/2023
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.
Built a new home in 2019 and used ******** Windows. Our upstairs 3x6 casement window has (4) nails protruding through the vinyl cladding, which prevents the window from closing. Sent video pictures to them and was told I need to pay $ 320 for an inspection and if found defective, I pay the entire cost of labor for the replacement window installation. They sold my contractor a defective window and I pay the price to have this situation rectified? My contractor retired several years ago.
Business Response
Date: 06/08/2023
I will have an Andersen ***************** manager contact the customer as soon as possible to discuss this complaint and the customer's concerns.

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Andersen Corporation is NOT a BBB Accredited Business.