Andersen Windows & Doors review: do not honor warranty! 65

In 2003 purchased a patio door warrenty stated 10 year coverage on hardware -handle finish came off called company stated that that color was not covered along with certain other colors- why didn't they state that when I purchased the product the brochure said no such thing-would cost me double the original amount to replace item.
I WILL NEVER PURCHASE OR RECOMMEND AN ANDERSEN PRODUCT TO ANYBODY AND I WILL PAST THIS ALONG TO THE BUILDER WHO RECOMMENDED ANDERSEN TO ME !
Sadly Misled

To all the ignorant people out there...educate yourself about your warranties and reputable contractors in your area so when it comes to diagnosing problems with your windows and doors it can be done correctly. Just because someone is a contractor or inspector doesn't mean they know what they are doing when it come to diagnosing problems.On another note I find it really funny that Jim Edgar, after being in the business for 46 years, doesn't even have a good enough relationship with his dealers or Andersen reps in the area to help him out. Is it your hard to deal with?

I purchased Anderson Sliding doors-two fixed position and two sliders
and within the warranty period all four units leaked causing into the
lower condo unit creating minor damage. The doors had the vinyl clad on the outside and the separation of the vinyl from the wood created the leakage. I had two separate contractors check the caulking and installation in addition to two separate building inspectors, none picked up on the defect. Thus the defect wasn't reported to Anderson until months after the warranty expiration.
Anderson offered a partial discount on new but I believe since this is a defective product which failed during warranty I'm entitled to replacement. I'm not looking for damages to the lower unit. As all four windows failed, it's obviously a manufacturing defect.

expiration of warrenty

I built my home in 1992 and the contractor put anderson window in which was suppose to be top of the line windows, I'm not sure about that. The window have leaked cold air from day one. I had had a moisture problem enough that in the winter with the blinds close it creates one two two inches of ice on the window. I have let my contractor know and Anderson and no one has done any thing. Would I use Anderson again not even on a dog house. These people are right Anderson does not honor they Warrentys. I geuss I am stuck with [censor] window for now.

Mr Woods,
How old are your units and what problems are you having with them? Andersen has never portended to have a lifetime warranty, so your beef is with the one who told you that-not Andersen.

If indeed you have AndersEn windows? How hard is it for consumers to spell the name of the company right? AndersOn was also a window company that is now out of business, so are those the windows you have?

I am trying to get rid of the anderson windows I installed years ago...I see where all warrentys are OFF..That's a shame...Shame on the company. We were assured years ago that they were guarenteed for the life of the home...NOT SO...I will never go near another anderson widow from now on.

Tom Woods

tomwoods1956@yahoo.com

I spent $50, 000 on casement windows for my home. They all have factory applied extension jambs on them that are wrapped in vinyl. On over half of the windows the vinyl is bubbling up and seperating from the wood it is glued to underneath. The window are only 3 years old. Andersen agrees it's a warranty issue. The warranty states 3 remedies on a warranty issue. Provide parts to fix the problem, a factory authorized repair, or refund. The only way to fix my problem is to remove the windows fix and reinstall. They say in the warranty, that labor is not included. But the warranty states that you may have additional rights which vary from state to state. Luckily in my state, they are responsible to put my house back to the exact way it was before the warranty issue, commonly known as "made whole". To take these windows out, the siding on the exterior will have to be removed around each window and on the interior, the window trim. What a mess this will be. Andersen should be here any minute. I will be going for option three for my case. No way will they be ripping out 20 windows in my house. No matter what they do to put my house back to it's original condition. I strongly suggest anyone having warranty problems in their state to see what additional rights you may have. I'm glad I did. At the least they are responsible for the siding removal and installation and the trim removal installation, trim paint and any wall touch up that may be needed. But again, I'm going to go for a refund. I started a blog too which describes my problem in detail. I will keep it updated to let people know about my experience with Andersen. So far I have had no problems with them but that could change. I did a lot of research and found plenty of info that Andersen customers must have when dealing with them.
www.barkinblog.blogspot.com

Mr. Windasman:

I am a home remodeling professional, have been for 46 years. We have installed lots of windows - and had more problems with Anderson and Pella windows than any other brand. - almost all of it due to faulty construction in the factory.

Here's the latest. My customer insisted on Anderson sliding windows in a floor to ceiling, wall to wall, window wall in a sunroom. I tried my best to talk him into another brand - any other brand, except Pella - to no avail.

There were 4 sliding windows in the array and a sliding patio door. Three of the four windows had factory problems, as did the door.

One sliding window was manufactured without glides - they were completely missing. For those of you who are not window experts, the glides on a side-to-side sliding window are what the window sash slides on. The sash is the moving part of the window. In the past these were often nylon rollers, which had a lot of problems. Nowadays they are nylon or teflon pads. Without the glides the window will not slide, and if it does slide, metal to plastic contact mars and scratches the window sill - which is what happened in this case.

Two of the sliding windows did not slide properly because screws in the sill were improperly installed. Anderson, for some reason known only to Anderson engineers and God, screws the plastic sill to the wood underneath the sill with pan- or truss-head screws. This is not good engineering because the screws will wear out the nylon glides much more quickly than no screws. The glides will still slide relatively smoothly over the screws as long as they are installed straight down so the pan or truss head on the screw is flat. If they are installed at an angle, however, so the pan or truss head is canted, it contacts the bottom of the window preventing it from opening and closing smoothly, and, incidentally, scratching the hell out of the bottom of the window.

So, out of four operating (as opposed to fixed pane) windows, three were improperly manufactured and had quality problems. Which makes me ask if Anderson has any kind of factory quality control.

The patio door had two problems. The screen was bent, probably from being strapped down with too much pressure during shipping, and a weather seal between the two doors was missing. There is supposed to be two weather seals, but only one was installed. Again a very obvious, very visible, quality problem that should have been caught at the factory.

So, in April 5, 2010 I contacted Anderson to make a warranty claim on behalf of my customer, giving the warranty "adviser" all of the order information from the original window/door order. This was not enough. They also needed us to measure the window glass and provide the glass code for each window to "verify it was under warranty" and to "process the claim". These windows were purchased last December, but apparently Anderson does not keep purchase records. So we did all that. Then we were told that an Anderson field representative would be sent out to inspect the warranty issues, but only on payment of $140.00. And here's the other kicker - Anderson would send me the parts, but it was up to us to install them. In other words, Anderson wanted me to finish manufacturing the windows by doing the things they had failed to do at the factory.

That was enough for me. I called my lawyer (I am a lawyer, but even lawyers have lawyers) and on his advice wrote the Anderson legal department stating my intention to sue. A few days later I got a letter from the "senior paralegal" indicating that Anderson would respond "as soon as possible". A few days later I got a call from Jason who identified as an Anderson field rep who indicated that he had been told there was a "color problem" with the windows. I straightened him out on that. Later I learned from my customer that Jason had been out to his home and looked at the problems, then gone away. He has not been heard from since.

Anderson's warranty is a calculated fraud. First, they warrant only the parts needed to cure the defect, not the labor in most instances. So if you have a problem, getting the parts installed is at your expense. Anderson has calculated that it can be lax at quality control because (1) if the quality defect is detected, all they have to do under the warranty is provide some parts and (2) the process of making a warranty claim is so cumbersome and time consuming, most customers won't pursue claims for minor defects.

If Anderson manufactured windows to the high quality it claims, it would cost them both materials and labor. If they slop together a window and leave out a few parts, it only costs them the parts - the contractor or customer ends up paying for the labor. Quality control, as far as I can determine, is not done in the factory, but in the field where contractors are stuck with defective windows that not only slow the project down, but take the contractor's time and money to remedy the defects. Not a problem for Anderson, though. It is, after all, not their money.

As a contractor and lawyer I strongly object to these business practices. They work only because customers let them get away with it. Keep in mind that Anderson's written warranty is merely a statement of what they will do voluntarily without your having to file a lawsuit. But there are also other warranties implied by law. All manufacturers impliedly warrant that their products are safe, fit for the purpose for which they are intended and manufactured in a workmanlike manner. A leaking window, a window manufactured without slide or without a weather seal is not fit and not workmanlike and a court will award you the reasonable cost of fixing the problem - both parts and labor.

So my advice is find your local Small Claims Court and SUE THE [censor].

Small Claims Court are consumer friendly. There are very relaxed rules of evidence, so you can represent yourself (in fact you must represent yourself since lawyers are not allowed in Small Claims). Its had to make a mistake since the judge will tell you what you need to do.

You will need a copy of your contract for the windows, or a letter from your contractor, or just your testimony, to show when the windows were purchased; some photos or videos of the defects; and an estimate from one or more contractors showing how much it will cost to fix the problem. You will be asked to give your statement as to the problem and an opportunity to show your documents to the judge. Over 90% of the time, the consumer wins these lawsuits if he or she is just a little bit prepared.

In fact, in most cases, you will immediately get a call from Anderson offering to fix the problem, no charge to you just as soon as it learns you have filed a laswsuit. They don't like the reputation of being sued a lot over product defects.

If you don't want to try small claims, make a complaint to the BBB. Anderson, as a BBB member, has agreed to binding arbitration through the BBB. In arbitration the rules are even more relaxed and the arbitrator is likely to be a contractor who has had bad experiences with window companies and will probably be on your side. You have to ask for arbitration, the BBB won't offer it. But if you ask, you'll get it.

So, stop whining and go get something done. All the whining in the world does not cost Anderson a dime. But if everyone with a product defect complaint sued, Anderson would soon take notice and change the way they do business.

Right now we have over $1, 200 in our warranty claim, mostly in labor costs. I guarantee Anderson will pay us either now or eventually.

By the way, Anderson, if you believe any of the above is not true - constituting defamation of your business reputation - sue me. My name and contact information is set out below.

Jim Edgar
StarCraft Custom Builders
jime@starcraftcustombuilders.com

I was wrong about no damage to the tarps. The hail storm put holes through one of the older tarps that were over building materials on the job site. Also, a car on the property had very slight dings from hail. I seriously doubt that someone would have the patience to ding a car so convincingly or take the time to damage a tarp. I had no other damage to actual building materials, including shingles. The holes in the window sills were exactly the same size as the holes in the tarp. I don't think it is unreasonable to expect a high priced brand new Anderson Window to withstand hail damage slightly better than an tarp. The newer tarps did not sustain damage. The Anderson rep said that the guarantee did not cover "Acts of God". In disbelief I asked if windows should not be made to tolerate hail. The tarps only cost ten bucks a piece. Anderson should have, in my opinion, wanted to repair or replace the sills to make the "Owner to Owner guarantee hold more water than my windows hold. The duct tape that we have put over the holes is not attractive but helps keep the water out. I think I will post pictures of my expensive brand new windows with duct tape over the holes so that other consumers can decide for themselves if these windows are worth the money. After all these years...no more Anderson for me.

And one more thing to the complaining blogger-if the grommets were not on the showroom windows, that probably means that those windows had grills between the glass-I believe that is the only time grommets are not on the sashes.

I have sold windows for the better part of 30 years. Andersen, Certainteed, Acorn, Capitol, Alcoa aluminum, Traco, Simonton, Pozzi - lots of different brands. The part about excerss humidity in a house, either new or recently renovated - is TRUE. I have seen water and ice on all brands in winter months. When you make your house too airtight, the moisture cannot escape. New homes have a period of time where construction materials are in fact, drying out.

Many jobs I have been out to look at have also had new siding and insulation done around the same time. If you wear eyeglasses ( although nowadays, almost all lenses are plastic, not glass ) and they fog up when you walk into the house, this is the same problem. Warm air holds moisture - much more than cold air can. Whern warm moist air hits the cold surface of the glass lenses, the air cools and sheds the moisture. Right onto the surface of your lenses.

Another illustration : try this in a home without air conditioning. On a warm humid summer day, fill a glass with ice cubes and set it on the table. In no time at all, water will accumulate on the side of the drinking glass.
That is the moisture that is held in the warm air - that sheds onto cool surfaces. A special type of thermometer can be used to measure RELATIVE humidity inside a home during the winter. It uses 2 thermometers, and is called a sling sycrometer. it's the same reason a car's interior fogs up on a cold night or damp day - when you sit in it with the windows closed tightly.

No one wants to hear they have to ventilate their homes by perhaps opening windows a tiny bit on either both ends of their homes. But it's healthier for you. it costs a bit of heat, but keeps your home in a healthy balance. Look at it this way - warm steam goes into the air when you shower - wash dishes, cook - it touches cool surfaces and condensates. ( steam on a mirror ? Yup ! )Day after day, especially in the north where winters are long - this is the solution. People who live up north have a tendency to close off attic and soffitvents too - big mistake.

Yes, all these newer windows have insulated glass - but insulated or not, the inside surface of a window IS still the coolest surface in a room. Old leaky aluminum windows, poorly caulked wood windows are drafty - drafty enough to allow enough air in to "balance" the humidity of the air in the room, especially right there at the window.

It's not what people want to hear - but it is absolutely, scientifically TRUE.

Andersen is a NIGHTMARE to work with. See my blog at http://andersonwindows.blogspot.com/

Que Bronson

My french patio doors (one is swinging and the other side is fixed) were starting to have trouble closing due to the frame of the door coming apart. I called an installer to look at it, and he told me it looked like the door was coming apart due to the large panes of glass and small support (basically just the frame around the outside, since the doors are mostly glass. He suggested I contact Andersen since they are good about standing behind their work. Sure enough, I called and asked for a service rep to come out and look at them, and the customer service person on the phone said that they were just going to replace them from the description I gave them on the phone. Pretty classy and what I would consider excellent customer support! You get what you pay for when it comes to service after the sale.

To Dickinson, concerning the icing over comment. Was the ice on the inside or outside? If it was on the outside it was due to the high performance glass (lowE) not allowing enough heat to penetrate through to glass to melt the exterior ice. If it was on the inside the problem would be totally different. Look in the lower corner of the glass and find the A/W logo. Look for the words HIGH PERFORMANCE. If it says HP or High Performance and you are getting ice to the inside I recommend you get a Certified heating and air person to inspect your home. Condensation only forms on the interior of the glass at certain humidity levels (depending on exterior temperatures). Moisture will form on the inside pane at about 64% relative humidity. Based on inetrior temp of 70 and exterior temp of 0 with a 15 MPH wind blowing. Ice and condensation can are formed due to conditions within the home. No I don't work for Andersen. I'm a former competitor to them but fair is fair. LowE glass is made for Andersen, Pella, Marvin by the same glass company. Weather Shield, Peachtree, Vetter use the same glass sheets but do their own in house system of sealing it together into insulated glass. Andersen has 20 year glass warranty. One of the very best in the industry. Old window man

Our Andersen windows are only 6 years old. They totally ice over in the winter. We have had Andersen reps come out and look at them and like the other people who have complained, we were told also that the reason is that our house is too air tight. This is their standard line that they give so that they will not have to honor the warranty. They will also try and tell you it is the screens on the windows, or the type of curtains that you have, or that there is too much humidity in the house. Our humidity is 5 percent, had it checked. Our neighbors have screens on their windows, and the same type of curtains, but have no problems, but they have Marvin windows. They used to be quality suppliers but something has gone wrong and they are doing everything they can to get out of replacing them. They will even send you a CD to watch explaining how it is not the windows but all of these other issues such as 2 X 6 construction, vapor barriers, screens on windows, types of curtains, humidity levels in the home, improper installation, ect. ect. ect. I have noticed that some of the local contractors who used Andersen windows in the past, are switching to other manufactures, GO FIGURE

Got an Andersen Gliding glass doorwall (replacement) installed by Home Depot. It was a nightmare.It was an ongoing saga that took 3 months. And one of my sons ended up finishing up the job. The doorwall leaks a lot of air. The Locking handle I purchased can be opened from the outside with 2 tugs on the handle. One tug doesn't work, it has to be 2. And the highlight of the whole experience is that one of the panels doesn't have the Andersen glass logo. I found this out when I tried to get some weatherstripping from Andersen service.

The one who is GETREAL -you must work for Anderson. You talk about a product that was 20years old and we should'nt expect some service, that you should take in stride when people complain, they must be uniformed ###s. We installed Anderson Windows in our home in 1991. We did the research to find the best windows. Anderson was supposed to be the best. They have leaked, molded, iced over and the wood in mulching as it was put in another comment. We talked to the contractor that installed them, the lumber yard that sold them to us, and the Anderson Rep several times. Not once did Anderson offer to help us. All they told was our house is too air tight. If it is so air tight why do we have cold air coming through the seals? I for one will never purchase Anderson again, let alone reccommend them to anyone I know. I think you are the one who is unrealistic. Back then we did not have the vehicle like the internet to ask for help from others in the same position. Our problem has been there since we installed the windows and Anderson has not stepped up. They may be the largest window company but they don't stand behind their products. I also think you must not have had an issue like this in your life. It is frustrating, costly and you don't know where to turn for help. To call people ###s for trying to work an issue, makes people who drop comments like yours the ###s.

My builder installed Andersen windows in a total renovation. The windows still have the plastic and the big Andersen logo on them. Two of the sills have large holes (big enough to stick your thumb in) The builder claims it was caused by a hail storm but nothing else was damaged including several cloth tarps on the property. Andersen refuses to replace the windows that are not even trimmed yet. I have talked with several customer service representatives. The "Owner to Owner Warranty" has no value. They will send replacement frames to me if I want to pay over five hundred dollars. If I could rip all 36 new Andersen windows out of my house I would. I paid a premium price for what I thought would be a premium window. When I asked why the exterior of the windows was not designed to hold up in weather events I was told it was considered an act of God that they were not responsible for. No shingles damaged, no damage to cloth tarp over a boat, no damage to any trees, no damage to anything except two Andersen windows...but there is nothing wrong with the windows that extra money won't fix. Even though I swore buy Andersen products in the past I will never install another Andersen product in a home I own and I will try to warn others before they waste their money.

Hmmm... a 20 year old window had issues, I wonder what company on God's green earth would have even given you the time of day much less performed a warranty claim for you on 13 windows! Give somebody a computer and...oh boy. Please take in stride the complaints you read on any forum. People go out of their way to complain just for the sake of complaining. Andersen is the largest window company in America and has a reputation for taking care of customers and even going beyond what the warranty time-frame is just to make people happy. I'm sure you can find an unhappy Lexus owner as well if you look long and hard enough. There are reputable companies that rate products and customer satisfaction and you can count on the information they put out. When it comes to individuals you could be dealing with a total idiot, we have no way of knowing. Every compay who does any volume of business will have complaints. Find the product that you like, a company that's been around a while and has a good reputation and normally you will do just fine. Input from ###s disguised as fact isn't good for anybody. Let's all continue to use our brains, research what we are considering buying and be resonable about what we expect out of a product that hangs on the side of our homes getting beat on by extreeme conditions. We can all learn a lot from peoples feedback, but remember...you can't fix stupid.

ANDERSEN DOES NOT HONOR THE WARRANTY. Buyer beware! When ours were originally installed several would not operate and several leaked. Andersen even sent a rep out to verify that it was a warranty / installation problem. While the rep agreed it was covered, they could not or would not provide a local installer to correct the problem. Every few years, when the weather is especially wet, the leaking returns. Now when I call Andersen they say it is out of warranty, despite the fact that they have documentation showing that this problem occurred and was repeatedly reported during the warranty period. The stuck windows were never repaired and several have fogged. All calls to Andersen get you now where. I reccomend you avoid this brand.