Submitted
by Ray Shamieh on 07/20/2024
1 Star Testimonial by Ray Shamieh
A single E series Anderson patio door purchased from Golden State Lumber for my home was installed properly by a competent licensed contractor. The door turned out to be off square and misaligned at the strike with the door jam strike plate. I know this because the Home Doctor service tech informed me so, as you will see later in this message. Upon calling Anderson door to remedy the issue, it took multiple times to finally get to talk with a rep, at which time everything possible was pushed off (blamed) on me, with such things and comments as:
1. It was installed wrong
2. Was your installer knowledgeable
3. Did he square and level it
4. On and on.
In fact, I informed the rep that it is square, level and installed perfectly correct.
So now he tells me that “AS A COURTESY” Home Doctor will come and check the door. Why is this a courtesy? This was followed with a big warning/threat that if the they find it was installed wrong, I would have to pay for the service call and correction. I hated the reps style of relaying this to me, however I accepted it and asked for them to check the door. Now, again waiting to hear from Home Doctor for way too long and multiple times contacting the rep to follow and see why no one contacted me, the rep finally tells me to call Home Doctor directly to get service. I did that, however they had to get permission from Anderson to come out. Finally Home Doctor came out and I was informed that the my door was installed perfectly and the issue is that the hinges were installed a bit to low and the door is off square, both of which added to the door 3 strikes being misaligned. Now, for whatever reason, weeks later Anderson door decided to send a second tech from Home Doctor to check the door again. And the second tech came to the same conclusion. At this point Home Doctor said they will inform Anderson to see what they will do. Now, again it took multiple calls/texts on following up with the rep as to what will be done to correct the door. The Anderson rep, now blames my contractor that, if the door wasn’t square or aligned, he should have not installed it. Well, I don’t think the Anderson rep thought this through. In that, first I would have no door for the time until another door was to be installed, second that the contractor will not do this for free, third, the contractor didn’t build the Anderson door, nor does he nor will he assess if a brand new door is built wrong. It wasn’t such an obvious wrong, rather 1/8” off or so.
Now, Finally I get the answer that they will replace the door. This took time as well multiple calls again to get any status on the install of a replacement door. The install took two attempts, 1st time the hinge template sent to Home Doctor by Anderson door was incorrect, the second on July 1st was a final go. Home Doctor installed the door and things for now seem to be fine. Strikes are lined up and door closes properly.
This was such a frustrating and unorganized process that it makes me wonder what sort of warranty you offer. Initially, you blame the customer then a very unorganized process of correcting an issue along with an unreasonable time frame. I bought a new door, installed it correctly and now that’s it faulty, I, as a consumer suffer. Just a terrible way to do business!
By the way, Home Doctor, when they finally had permission from Anderson and on all visits and communication were absolutely excellent, prompt and professional in the every manner.
The issue is with Anderson Door company, how they approach such an issue and the lousy warranty process. Push push push the blame until they find out they screwed up. Again, terrible experience!
Maybe your products are excellent, however their are several other such excellent products out there, how and why would you expect me to purchase another door or window through Anderson door company and what do you think I will say to friends and family whom ask me about my new patio door that I just installed?
Please fix this, Now!
Regards, Ray
First, we've had our Andersen windows for just about ten years and love them. They have worked well and consistently. Then the latch stopped working on one of the basement windows.
I called Andersen and the most helpful lady walked me through the process of identifying the correct latch, directions for installing the latch, and the replacement part is on its way to me - free of charge because they guarantee their windows!
Submitted by Steve Charbonneau on 07/18/2024
Can’t recommend highly enough going directly through Anderson customer service to diagnose and order parts for door and window problems. Highly knowledgeable, easy to communicate with and with video link technology able to see exactly what you’re trying to describe. I tried searching through the web for some answers on my door lock issue and found some related answers, but not the one that solved my problem, but by calling Anderson directly, they were able to video link see my failed parts diagnose, and, send repair Parts.
Although I was hoping it was just the gasket failure on the back of the escutcheon, turns out the lock mechanism itself has failed needing complete replacement. I’m a do it yourself or but they did offer Anderson certified installers.
Have to give this company a 10 out of 10 for ease of use, communication and overall customer satisfaction.
Submitted by Cal Howard on 07/18/2024
Today (7/17/2024) I dealt with a customer service representative named Kim at Andersen Corp. about an order I received. This lady is so professional, understanding, knowledgeable and customer friendly. She truly represents what the wonderful integrity level of Andersen Corp. stands for … quality in workmanship and product, reasonable prices, great reputation, fulfilling no hassle warranties and customer satisfaction to a fault. Andersen Corporation and employees like Kim embody what every consumer should expect when purchasing American made products.
Thank you so very much Kim and Andersen Corp. You again have fulfilled your obligations to a very satisfied and a very loyal Andersen customer for some 48 years! You guys are truly AMAZING!
With deepest gratitude,
Bernie Dow
West Boylston, MA 01583
Submitted by Angela Dow on 07/17/2024
Very important when choosing an Anderson product that the place you purchased has a reputable service person.
If you have questions contact Anderson directly and have them resolve the issue.
We had a terrible issue with Home Depot and our new sliding glass door installer.
Their installer didn't know the product and stated our door couldn't be fixed when it was his fault it wasn't working properly and Home Depot back then was no help either.
Finally we talked to different person with Home Depot who immediately got us in touch with Anderson and a different installer through Anderson contacted us and fixed our door!
It was a long journey but now are thankful all is doing better and working properly with professional service as well!!
Thank you Anderson!!
Submitted by Joseph Bascue on 07/12/2024
I bought an 8' patio slider for well over $3k. It would not close correctly. It kept catching on the weather stripping. It was also warped. It was very hard to operate opening and closing. When contacted Anderson told me, the door had to acclimate to my home and it could take up to a year. So I was supposed to pay over $3k for a door that I couldn't operate for over a year!!! Then when they agreed to send someone out to inspect it, they sent a technician that they had no contact or personal information on. Neither did the supplier that sold me the door. They were sending an unvetted, unknown person to my home. Very very unprofessional and unsafe operation... Look elsewhere for doors and windows!
Submitted by John Wells (high Exposure) on 06/27/2024
Avoid this company at all costs!!!! Their windows leak through the window sill and will cause rot, decay and mold to grow in your home. Andersen tried to say its an installation issue but water tests done by our contractor and Andersen themselves show water leaking down through the sills and into the wall cavity of our home. Their windows caused 3 types of toxic black mold to grow in our home causing our son SEVERE health issues for a number of years. After discovering the mold, we reached out to Andersen customer service in attempt to get assistance and to have a manager help and inspect our windows to help with repairs or replacements. They refused to talk to us and told us tough luck. After we pushed a little more a manager finally contacted us and we were accused of trying to get Andersen to fund a remodeling project. An UNPLANNED remodel that was caused of their leaking windows inside the wall cavities of our home. One star is even too much credit for this company. BEWARE!!!!
Submitted by Tami Beck on 06/22/2024
I just got off the phone with Anderson Windows and had the pleasure of talking with Deborah K. She was pleasant, professional and very friendly and fun to talk with. We purchased a home last fall and the Anderson patio doors that were built on 1-97 are starting to have issues. I sent her photos, she set up a case # and price out two replacement doors with a discount. She also set up an Andersen Contractor to install and remove the old doors. Had a phone survey afterwards with a 1-5 system and she received all FIVES 5️⃣ 5️⃣ 5️⃣ 5️⃣ 5️⃣
If I could have circumvented the system I would’ve given her all ten’s ?
Submitted by Randy Hansen on 06/19/2024
We are big fans of Andersen windows. We have the 400 series with Tilt out option and High E-Glass options as well. Recently we had a rash of incidents from a bear destroying two large True View screens and a rogue rock that went through a screen and outer window pane. We easily ordered replacements, and they arrived securely bundled together. A note on having shipment to your house, if not stated all deliveries do not require a signature nor does a person have to be there to receive the order. If you want the order to be scheduled and attended, then you have to specify that when you are ordering. Luckily, my wife was home when the delivery arrived and the person unloading the truck was extremely helpful and professional. However, upon inspection, there were a couple issues. We called Andersen Support, and they were able to address the issue promptly. We also were given a couple of options to address our issues, and we were able to pick what worked best for us. These folks not only make quality windows but stand behind their product. Excellent service support, and equally well done was the ordering process.
Submitted by Jimh on 06/05/2024
