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

• 

  Silverline Building Products Corporation

  1800 Westfork Dr Lithia Springs, GA 30122-1559

• 

  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:01/30/2023

  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.

  The door purchased came with a lifetime door parts replacement. After filing a complaint (********) they refused to honor my lifetime warranty. The company changed the warranty rules after the door was purchased. They must honor the warranty offered when the door was purchased, they can't change the warranty post purchase to basically not honor warranty. I want the parts I sent picutures off that were supposed to be under lifetime warranty. I'll only be satisfied with the lifetime parts being replaced as per the original warranty.

  Business Response

  Date: 02/01/2023

  I am sorry to hear that the customer has been disappointed with **********************'s response to their concerns.  I will have an Andersen ***************** Manager contact the customer to discuss. 

  Customer Answer

  Date: 02/03/2023

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

• Initial Complaint

  Date:01/30/2023

  Type:Delivery 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 to order a replacement screen door on Jan 30th apprx ****pm. The agent was rude and argued with me when I couldn't find a triangle shaped emblem she said you don't have a Andersen door and was ready to terminate the call very quickly. I told her my door has a Andersen sticker and the screen door has Andersen on the handle. She did not treat me as a customer she was speaking to me as a child her tone was rude, disrespectful and condescending. My case number for my door is ********.

  Business Response

  Date: 02/06/2023

  Andersen is sorry to hear that the customer was unhappy with their contact with the Andersen Call Center.  I will have an Andersen ***************** manager contact the customer to discuss their concerns. 

• Initial Complaint

  Date:01/18/2023

  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.

  Purchased fourteen (14) Andersen A-Series windows in Aug 2022 for a cost of $24,000 plus $5,000 for installation. After waiting four months for delivery, the windows finally arrived in late November 2022 and were installed the week of 12/5/22. Following the installation, two of the windows do not open or close and one is stuck in the open position and exposed to the elements. I opened a claim (Claim ******) with ********** on 12/8/22. After several weeks of no communication I contacted ********** again (Andersen requires customers to work through the dealer where the Windows were purchased) and was told it would be two weeks before Andersen would contact me. I also called AW directly and was told 'd have to wait with no explanation. I called HD again on 12/28/22 and was told it would be another 2-3 weeks before AW would contact me to schedule a home visit. On 1/13/23 I again contacted HD and was told it would be another 2-3 weeks before AW would contact me. HD indicated repeatedly they were caught in the middle and there was nothing they could do. on 1/17/23 I reached out to AW via ******* and was told to continue working with my dealer and was essentially dismissed. After spending ~$30k for the windows and installation I'm stuck with two windows ($2,700 value) that do not work and towels are required to keep the elements out of the house. After making this significant $30k window investment its extremely troubling to be ignored by AW.

  Business Response

  Date: 01/19/2023

  Thank-you for letting us know of the customer's concerns. An ********************** ***************** Manager will contact the customer as soon as possible to discuss further. 

  Customer Answer

  Date: 01/19/2023

   I am rejecting this response because:
  
  
  AW has not contacted me yet about this issue and their response is representative of previous responses.

  Business Response

  Date: 01/19/2023

  Thank-you for the information. Andersen has the right to respond that we will contact the customer in a reasonable time frame.  It is not reasonable to say that we haven't called when my response was just sent late this morning to say that we would be calling the customer as soon as is possible. There has to be an allowance of time to review the information provided and then contact the customer. ********************** will contact the customer in a reasonable time frame after having enough time to review the information.  

  Customer Answer

  Date: 01/20/2023

   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.

   

  AWs response indicated they would call me as soon as possible, I rejected their response because it was open ended, not definitive, and consistent with their previous six weeks of non-action. They did reach out Thursday afternoon. Thx
  

• Initial Complaint

  Date:01/08/2023

  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.

  We are building a kitchen addition onto our house. Our contractor ordered 6 Andersen windows and an 8ft sliding glass door in the beginning of September 2022. We were originally going to go with another company, but Andersen told our contractor that they would deliver the windows in 4 to 6 weeks. The other company was significantly longer. So we decided to order place the order with Andersen. Im writing this complaint on January 8th 2023. The windows and door still have not been delivered and Andersen will not tell us when to expect the them. Our construction is on hold until the windows arrive so our addition has no siding. Andersen has not contacted us, our contractor, or the lumber yard where the order was place to apologize or to offer any explanation as to why we are at 17 weeks and still waiting. Since the order was placed at the lumber yard by our contractor, I dont have ready access to the order number. The order was placed at *****************************. One of the most frustrating things is that Andersen will only talk to the lumberyard, not to the homeowner. So there is no one for us to contact.

  Business Response

  Date: 01/19/2023

  Andersen will have a customer service representative call the customer. 

• Initial Complaint

  Date:12/29/2022

  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.

  Windows and doors purchased from ******** Corporation Apr/May of 2022 with delivery estimate of July. Bulk order of windows showed up end of July as expected, since then windows have come in sporadically with over 10 delays since Aug, damaged products and most recent delay today 12/29 for the last of my order. My home has been delayed months due to ********* continued incompetence, delivery windows that are pushed back 6 weeks at a time only to come to deadline with another delay. My case has been escalated to executive level, but continue to get the brush off when contacting them about continuous delays. These delays are costing me a lot of money. From higher interest rates on my mortgage, to heating bills, storage units, sub contractors that cannot complete their work to name a few. I will be consulting with my attorney after the holidays, but figured I would start here to try to resolve this. ******** is a very large company and seem to be disinterested in or capable of completing orders they currently have on the books. Current case number at ******** ********

  Business Response

  Date: 01/03/2023

  An Andersen resolution manager will contact the customer about their concerns. 

  Customer Answer

  Date: 01/04/2023

   I am rejecting this response because:
  
  ******** Windows response that they will have someone contact me is not a resolution. 

  Business Response

  Date: 01/06/2023

  Andersen contacting the customer is an acceptable response to the ******************** complaint. We have to be able to talk to the customer in order to evaluate the concerns. That evaluation involves contacting the customer. This is our resolution at this time. 

  Customer Answer

  Date: 01/06/2023

   I am rejecting this response because:
  
  I have been in contact with ******** since August of 2022, for them to allude that that they are unaware of my concerns is part of the problem. Perhaps they should reference my name and case number to follow the email stream created over the last 6 months and then formulate a response to this complaint. Delays, damaged products upon arrival, wrong products delivered and a host of inaccurate delivery dates that only make planning impossible to finish a home. Sad, ******** use to be a reliable company. 
  
  

• Initial Complaint

  Date:12/16/2022

  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 have called these people on 3 occasions,,,, my windows will not lock ,,, they come replace hardware lock them and tell me leave them locked for a couple months !!!! Its spring time ,,, what is the use in having windows if u can't open them ?????? Than when I do take their recommendation they still won't lock ,,,,, ********* dollars for 7 seven windows ,,,, I should be able to open ,,,,, and lock every use ,,,, none of the locks work on all 7 windows ,,,, VERY DISSATISFIED AND DISAPPOINTED IN THESE WINDOWS !!!!!! MY HOUSE IS OPEN FOR A FREE ALL !!!!!!!!!!

  Business Response

  Date: 01/03/2023

  I am sorry to hear the customer has been frustrated. I need additional information in this matter. Could we get more details on where the product was purchased and when? Any additional information would be helpful. 

• Initial Complaint

  Date:12/10/2022

  Type:Sales and Advertising 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.

  Andersen Windows sent me 3 broken windows in July. I filed the warranty information asap with Andersen and distributor. Andersen refuses to fix it and gives the run around. I have to call the dealer because they wont talk to me. The dealer is just as bad saying he cant in touch with Andersen.

  Business Response

  Date: 12/14/2022

  An Andersen ***************** manager will contact the customer to discuss their concerns.

• Initial Complaint

  Date:12/10/2022

  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.

  My senior age in-laws were quoted a price to replace 4 exterior doors and a window for $70,000 and the company would reduce the price by $20,000 if they agreed on the spot. They have received other bids in the $10,000 range. I feel like they were trying to take advantage of the elderly and pressure them to agree.

  Business Response

  Date: 12/15/2022

  Andersen does not come to individual homes to quote prices on products and installation. The individual writing the complaint may have been dealing with an independent Renewal by Andersen retailer. This complaint may be more appropriately responded to by that company. Additionally, there is not enough information in the complaint to determine what the individual is asking for in this situation and what was requested as a quote at the home. If the individual would like a representative of Renewal by Andersen LLC to contact them regarding their concerns please let us know. 

• Initial Complaint

  Date:12/09/2022

  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.

  Oct 2022 I ordered windows through a dealer. Deliver is expected in march 2023. In December I asked to switch 4 windows to 4 different windows. The dealer said Andersen would do it. I called Andersen and they said their policy is to allow this as long as its not within 30!days of the load date. We are not. But they said I have to talk to the dealer. I did but the dealer said Andersen wont do it. If multiple calls to Andersen which confirmed that their policy is to allow it they said stop calling. They refuse to tell the dealer their own policy.

  Business Response

  Date: 12/15/2022

  Thank-you for contacting Andersen regarding this concern. An Andersen ***************** Manager will contact the customer to discuss. 

• Initial Complaint

  Date:10/19/2022

  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 Andersen 400 windows and doors in 2010, advertised as self cleaning windows. Well after 12 years that is no longer true and there are other issues. I will focus on the biggest issue. My windows have spots that cannot be cleaned off with ammonia and water or white vinegar and water. No normal way of cleaning gets the spots out, whatever the coating was it is wearing off. The Andersen window rep **** asked my wife for the stove top glass cleaner and polished a 3 inch circle that removed the spots. **** told me it has to be done in small sections and be careful not to but too much pressure on the glass or I will ruin the window. At first, I was happy, however after thinking about it this is crazy! I have to polish my window to clean it and if I put too much pressure on it, I will ruin the glass!! This is nuts, bet it will void the warranty that they seem to be avoiding. I wrote a letter to Andersen thinking someone at corporate or a larger Andersen company would not tell someone to clean their windows as such and honor their warranty. However, I have heard nothing.I expect replacement windows as they have a 20 year glass warranty and my glass is defective after 12 years

  Business Response

  Date: 10/25/2022

  Thank-you for contacting us about this customer's concern. The ********************** territory service manager did how the customer how to clean the glass. An ********************** representative will reach out to discuss this customer's concerns. 

  Customer Answer

  Date: 10/25/2022

   I am rejecting this response because:
  The Andersen representative cleaned the window with a stove top glass cleaner polish, then he told me to be careful when doing this not to put too much pressure with the cleaner or I will ruin the glass. What is too much pressure? who knows!!! Assume after a few cleanings even if I had the right pressure, I would ruin the window AND I BET THAT WOULD VOID THE WARRANTY. IT IS NOT REASONABLE TO TELL SOMEONE TO CLEAN THE ***** WITH A POLISH AND BE CAREFUL NOT TO RUIN THE *****. Normal window cleaning should clean the window however, cleaning with windex did not work, then cleaning with ammonia and water did not work, and then cleaning with white vinegar and water did not work. By the way the local Andersen rep came before the metro area rep, he could not clean the window either. The local manager thought I should get new windows. 

  The metro area rep was a hit man, all he did was try to create reasons not to back the warranty. 

  ANDERSEN IS ALSO IGNORING THE **** THE WINDOWS THEY SOLD ME WERE ADVERTISED AS SELF CLEANING!! THEY WERE FOR THE FIRST 12 years!!! no more

  WHEN I TOLD THE ***** REP ABOUT SELF CLEANING, SHE SAID SHE NEVER HEARD OF IT, THEN LATER SHE TOLD ME SHE THOUGHT I WAS CRAZY BUT WHEN SHE TALKED TO THE ****ORY, SHE FOUND OUT YEARS BACK THEY USED TO ADVERTISE MY TYPE OF WINDOW as self-cleaning THEY STOPPED BECAUSE THEY HAD PROBLEMS WITH THEM. 

  DO THE RIGHT THING AND REPLACE THE WINDOWS. NEXT I WILL WRITE THIS REVIEW ON EVERY SITE I CAN FIND,