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:10/07/2022

  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 had ordered and paid for IN FULL on the 2nd day of March, 2022 through a dealer, (Builders First Source) for four windows and three doors for a new home I am building. The home is being built in Upstate, NY as my primary residence where sub-zero temperatures are not uncommon in the month of October and are certain in November. The windows were ordered in the winter to give ********************************************* plenty of time to have the order shipped by the following fall season and they are still not in nor can ANYONE give me any concrete answer as to when they will be in. The windows arrived a couple of weeks ago but the three doors have not. Without the doors, construction is delayed, but most importantly plumbing and other appliances will get damaged and will result in a law suit against *********************************************. I have consumed many hours and endured much stress and angst over this inconvenience and dilemma by time spent with the Dealer through whom they were ordered, and also with ********************************************* Corporation, all of which has led me still with no answers to when the order will arrive, or even any details whatsoever. I went with ********************************************* and paid the premium because I thought they were reputable and could deliver. I was wrong. At the time they were ordered, I was told they would arrive in seven to ten weeks; at the time of writing this, it has been 28 weeks and 5 days! I was mislead by Andersen Windows.

  Business Response

  Date: 10/14/2022

  Thank-you for letting us know of this customer's concerns. An ********************** ***************** Manager will contact the customer to discuss this matter with them. 

• Initial Complaint

  Date:10/06/2022

  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 SPECIAL ORDER ANDERSEN 400 SERIES STORM DOOR WENT I TRY TO TO CHANGE GLASS STORM PANEL DONT FIT INTO INSERT CALL CUSTOMERS SERVICE GIVE ********** I TOLD I WAS CONTRATOR SINCE **** INSTALL THOUSAND ANDERSEN WINDOW AND DOOR ASK TO TALK TO MANAGER KEPT ON PHONE 40 MINUTES FINALLY HANG UP NEVER IN MY 49 YR CALL ANDERSEN FOR ANY PROBLEM THAT HOW THEIR CUSTOMERS SERVICE WORK CASE # ********

  Business Response

  Date: 10/19/2022

  Thank-you for sending this information about the customer and we are sorry to hear that they have been frustrated by our response to their concerns. An Andersen Resolution Manager will contact the customer and discuss this matter with them. 

• Initial Complaint

  Date:09/28/2022

  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 built a very expensive addition to our home, the entire back is ******** French doors. The quality contractor we hired swears by only ******** products. I went to have a cosmetic change off my deck this summer and when they took off the aluminum THREE LAYERS OF WOOD were rotted through so now I can stick my whole arm into my home from outside. This 13 foot high wall is only being support by the other two walls. That kind of rot takes years to happen. My builder came out to address the problem and can prove the 3 section of doors leak. He even had a Marvic supply guy meet him here to prove it. Yup he is correct they leak have been since day one but how was I to know it wasn't visible AND I am a cosmetologist... I know my field. Call after call to the company for them to say oh well "here are the warranty guidelines". One of the employee's told me they have a warranty when their product does damage to my home. IT DESTROYED my home. They could care less. Finally my builder calls them, after a DISCOURAGING hour they told him he was ***. I called again this morning and I get a senior advisor = a person trained to be a bit meaner when they tell you to take a hike, AND. . . she said the guy gave me the wrong liability info. OMG I will NEVER use their products again. ZERO customer service. My physician had all ******** windows installed and has to rebuild his house as all the windows leaked and caused rot everywhere in his home, AND... they are going through this currently. Small world! ************ you should be ashamed of yourself, greed is a sin. This type of behavior will knock you off the Forbes list in no time at all. #*** will be fleeting see photo's of what can happen to your home/new addition to home, in a measly 15 years when you are not aware the product is leaking on the inside... devastation!

  Business Response

  Date: 10/12/2022

  I am sorry to hear of the customer's frustration with **********************'s response to their concerns. An Andersen ***************** manager will review the file and then contact the customer regarding this matter. 

  Customer Answer

  Date: 10/13/2022

   I am rejecting this response because: They did contact me. He was sweet as pie but said the 

  same thing. . . Sorry!

  Fact is: as a home owner are we to take off our siding regularly and check to make sure their

  product is NOT malfunctioning?  WHO does that? I buy quality window so that I do not have

  any problems. Knowing my Physicians whole home was destroyed by their windows just clarified

  the obvious. This was LONG TERM damage to my home. It took many many years for

  THREE layers of wood to rot through. I will no longer be a customer & even though my builder

  was an ******** only man... I encouraged him to re-think that fact. Pella, Castle Windows, ****** Windows

   & ****** Windows + Doors have quality products. I owned a business. If one of my lines fell

  short and did not back the stylist, I had numerous other lines waiting in the wings. Thank you BBB

  for addressing my concern. It is obvious to me, they can say "sucks to be *****" only so many ways.
  

  
  

  Business Response

  Date: 10/19/2022

  Andersen understands that the customer is frustrated by our response. There can be many reasons for what the customer is seeing as occurring that are unrelated to the product itself including installation of the product by others, maintenance and other external factors that occur over time as well as other parts of the home. The Andersen product is outside the Limited Warranty time frame. 

• Initial Complaint

  Date:09/12/2022

  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.

  Hi, my name is ***********************. My wife **** and I purchased an ******** series **** storm door last year. It has the feature where you pull the screen down and the glass slides down resulting in a screen door. When you want the glass panel back you simply retract the screen. We had it installed and right away we had the problem of the glass separating from the screen and crashing down with the screen retracting up. So we were forced to close the inner door since there was no screen. The installer came back out and somehow reconnected the glass with the screen. The next day it happened again, but I managed to fix it temporarily several times. Eventually we left it alone and made it through the winter. In April we tried to use the screen again, but the glass separated again. So we went almost all hot summer with no screen door. I called numerous ******** phone numbers and always ended up with a rep in the ***********. I explained the problem and they offered to send new parts. I said only if you send someone to install it. I could never do it on my own. No luck.Finally I went to ********** where we bought the door. The man took the handle off holding the screen to the glass and said does yours have a rivet in the middle hole holding the glass and screen together? I said I didn't know. I went home and removed my handle and sure enough there was no rivet. Now I knew why the problem was happening. I called ******** again and asked for a manager. It was once again the ***********. The manager couln't help me. Now I searched the web for a number for the corporate office. I couldn't find a number or an address. I am from ***************, ** and lived ************************************************* *******, **. I called my brother and he found a number for me. I called and the lady said she would send my call to their storm door expert team. The call went to the same place in the *********** again. Now I am at a dead end and winter is right around the corner. ***********************

  Business Response

  Date: 09/16/2022

  I am sorry to hear that the customer has been frustrated by our response to their concerns. An Andersen Resolution Manager will contact the customer regarding their concerns with the Andersen storm door.

  Customer Answer

  Date: 09/21/2022

   We are rejecting this response because: This does not meet our satisfaction.  It's the same as before, except when ****** from ******** called (on Sep 19th) she said they would gift us $50.  I can't install this on my own no matter how much they give us. I am a 100% disabled ******* Veteran.  ******** windows and doors have people everywhere, Why can't the closest one bring the necessary parts and install them. To hire a contractor to install the parts would cost around $200. This was a defective door and the best result would be:

  A-******** sends a rep to fix the door.

  B-Give us a full refund.

  Thanks for your help,

  **** and ***********************

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

   
  

  
  

  Business Response

  Date: 09/23/2022

  I understand the customer is frustrated by our response however the Limited Warranty that is provided with the door is clear that we do not provide service or installation for the door. The door is a DYI product.  In response ****** did contact the customer as we had said we would do in response to the BBB complaint. ****** offered the customer a goodwill offer to assist the customer with their concerns. The customer refused that offer.  ********************** will contact the customer again by telephone to discuss their concerns. We are sorry to hear that the customer remains frustrated. 

• Initial Complaint

  Date:09/09/2022

  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.

  On 6/20/22, I order ******** Windows from ********** store **** in *********, **. The Windows cost $4972.17 for 7 Windows. I had to wait 10 weeks for the windows which I understand. Once I received the windows, 1 window was found to be defective (warped, wouldn't shut). I contacted the store again to report this issue to which they promptly sent in to ******** for a replacement. The issue begins here, After waiting for weeks on my order to arrive, my contractors had other things to keep them busy. Once the window was found to be defective, all construction came to a halt. I call to see when the replacement will arrive and was dumbfounded to here another ***** weeks. This totally unacceptable. This is a terrible way to treat someone that chose their window over everyone else. Because it was a defective window, they should have built this window asap to keep from inconveniencing a customer. I went to HD today where the associate called ******** in front of me and we were told there was nothing they could do. They do not put people at the front of the line because of a defective order. Terrible business and this makes ******** Windows a terrible company.

  Business Response

  Date: 09/12/2022

  I am sorry to hear that the customer has been frustrated by our response to the delivery of the replacement unit.  I will have an Andersen Resolution Manager give them a call to discuss their concerns. 

  Customer Answer

  Date: 09/16/2022

   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 indeed call me. I have received no call from them since receiving this notice on September 12.

• Initial Complaint

  Date:09/07/2022

  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.

  The following is about SAFETY not warranty, I have twenty ******** Narrowline windows in this home only two were manufactured in ****. Several years ago the upper sash of one of these **** narrowline windows shattered, only the inside glass broke. After cleaning up, I ordered a replacement sash and installed it myself, assuming the Pa winter ice somehow got to the inner glass and broke it. Winter 2022 the upper inside glass of the other window also shattered scattering shards of glass into the room. researching the internet, I learned of similar problems with **** manufactured narrowline windows - fogging - negative pressure - shattering. Sept 6,2022 - In a 1 hour phone conversation with an ******** representative, I wanted ******** to replace the dangerous windows, or at a minimum supply an upper sash and instructions on how to drill the lower sash to prevent dangerous shattering. ******** does not believe anything on the internet - offered 10% off on a new upper window and would not supply any information on glass pane pressure relief to prevent shattering. Representative suggested a bird flew into the window, without, damaging the screen or outside glass but managed to break the inside panel not once but twice in different years. Really? ******** is a good company, however in this case, they messed up. ******** has manufacture a very dangerous window product in ****. I am hoping BBB can help me. I can't be the only one experiencing dangerous shattering glass windows. What can you do what do you know? Thanks *******************************

  Business Response

  Date: 09/09/2022

  An Andersen ***************** manager will contact the customer to discuss their concerns. The ********************** product the customer has described is 33 years old. They are over 13 years out of the Limited Warranty time frame. There is no Limited Warranty associated with the units. In goodwill to the customer we will contact him to discuss this matter and his concerns. 

• Initial Complaint

  Date:09/04/2022

  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.

  Case number: ******** I purchased an Andersen Gliding Patio Door Thumb Latch - part #*******. I had bought the wrong part and need to return this. I tried to contact customer service however I'm not understanding what the fee amount is.According to the website, there is a 20% processing fee. The item that I purchase was $80.62 before tax. Shouldn't the processing fee be $16.12? I'm being quoted $25.00. Can you explain how much the fee is and/or why I'm being told $25.00? I've talked to customer service on the phone however I couldn't understand what the representative was saying and how much I was to be charged. I tried emailing customer service however they refuse to reply via email.Also, is it possible to return the item at a store? I had purchased the item from the website however they mention stores as to where you can purchase items. Is possible to return the latch at *********** 84 ************** or Len-Co **************? Please advise.

  Business Response

  Date: 09/09/2022

  Thank-you for letting us know about your concerns with the re-stocking fee.  I will have an Andersen Resolution Manager review your information and call you back about your concerns. Thank-you for contacting us. 

• Initial Complaint

  Date:08/31/2022

  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 purchased and had a patio door installed by ******* and recently had a cladding failure. We called for service and were told they have no record of this sale. We provided them the credit card receipt showing payment to renewal and they simply will not recognize the purchase. It's ironic because they also replaced another patio door with a fixed window for us and they just replaced the rest of the windows in our home in July. Now suddenly they won't service what they sell? They advertise on TV the best warranty in the industry. They have surviced the patio door in question 2 other times and now they won't even acknowledge they installed it.

  Business Response

  Date: 09/01/2022

  Good morning,

  While there is a record of some items being installed at the home, there is no record on our factory end that the patio door was ordered and installed through Renewal by Andersen. Andersen Patio Doors, not sold through Renewal by Andersen, can be serviced directly through Andersen Windows. ************ is their service number. 

  Business Response

  Date: 09/08/2022

  Thank-you for sending this information to Andersen Windows, Inc.   This matter is being handled by the Renewal by Andersen retailer where the customer purchased his product. 

  Business Response

  Date: 09/21/2022

  Good morning,

  While there is no record of some items being installed at the home, there is no record on our factory end that the patio door was ordered and installed through Renewal by Andersen. Andersen Patio Doors, not sold through Renewal by Andersen can be serviced directly through Andersen Windows ************ is their service number. 

  Respectfully,

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

  Operations Manager/*******/Greater **

• Initial Complaint

  Date:08/29/2022

  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.

  Installed Andersen windows whole house. Liftdevice on 3 windows broke. Andersen says approx $60 per window plus labor to fix. Over $300. No options. Would NEVER buy Andersen Again!!!!!

  Business Response

  Date: 09/08/2022

  I am sorry to hear that the customer has been unhappy. An ********************** ***************** manager will contact the customer about his concerns. 

• Initial Complaint

  Date:08/18/2022

  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.

  In august of 2021 I purchased 2 Andersen doors from 84 lumber in **** ** for $16000.Upon installation I called the representative from Andersen (*********************) to address scratches and missing pieces. I never received a response. In the spring of 2022 I installed the screens to the doors, which were included in the original order. This also was missing a piece. I have called the Andersen representative two additional times and left detailed messages as to the problem and have not received a response. There is no way for me to resolve the problem on my own without ordering new doors. I would like the representative to visit the site and order the necessary parts to resolve the issue.

  Business Response

  Date: 08/25/2022

  Thank-you for letting us know of this customer's concern.  I will follow-up with the representative that is mentioned in the complaint for more information and someone will be in touch with the customer by telephone or email as soon as possible.