This blog is about the frustrations of dealing with the Andersen Window Company. Last year my wife and I decided to put new siding on our house, have some extensive landscaping done in our yard AND replace all of the very old original windows that had been providing us with unwanted breezes and excessive electric bills for many years. The siding we decided on was a very attractive creamy yellowish Hardy Board product. (Great siding BTW!!!) We thought that white windows with black shutters would complement the siding and the landscaping and form a very nice modernish look to our home. We did EXTENSIVE research about windows and window replacements. We checked out Pella, Marvin, and some local window manufacturers as well. At this point I should let you know that my wife and I are both professional librarians and we know HOW to research and how use information effectively. Our search led us to the conclusion that for the money Andersen Window replacements (400 series) would be the best selection we could make. So...we ordered white windows for the entire house with interior grills similar to those that had been in place in the old windows.
FAST FORWARD SEVERAL MONTHS...Imagine our shock when after all of our research and thousands of dollars spent we had the windows installed ( with white trim to match the white windows) we discovered that Andersen "White" Windows are not at all white, but rather a shade of white that is actually a light gray!!!! Not only that, but the windows are manufactured with guide grommets on the sash to align the grill work, the idea being that the grillwork is supposed to match up with and hide the grommets which are about a half an inch in diameter and shaped like bullseyes. Not only did the grill work not line up with and hide the grommets, the grommets are two or three inches away from the grillwork completely disfiguring the sashes!!
Thinking that a mistake had been made in the ordering and manufacture of the windows, we contacted the local Andersen supplier. A representative visited our house and said that the windows were not their problem...what is a very gray shade of white is actually Andersen's concept of white and the "misplaced" grommets were not misplaced...in fact, because we had ordered interior grills that were not "standard" we could not expect the grommets and grills to line up. This was a very bizarre explanation to us because we had seen the windows in the showroom and they were white and had no grommet marks. It dawned on my wife and I at that point that in the showroom the windows had been displayed without any actual white surrounding them so it was impossible to see that they were not "white" in the normally accepted definition of "white." The grills in the showroom examples of the 400 series windows showed no grommet marks whatsoever! The color chips for the windows said "White", not Andersen's conception of white; none of the promotional material said anything about the gray shade of white that Andersen uses...nor did any written material or sales presentation say anything about grommet marks possibly not being in the correct locations because of our grillwork.
Obviously we were not happy with the "explanations" we were give. Arrangements were then made for a Regional representative for Andersen to visit our home. We were told the exact same things by the Regional rep. that had been told to us by the local distributor...that they were sorry, but the windows were white (even though they are gray) and that we couldn't expect the grommet marks to match the grillwork under the circumstances. The Regional Representative then offered to pass our concerns on to the Corporate Offices at Andersen Windows HQ in Minnesota. After several months we were told by the legal office of Andersen that we had had ample opportunity to see the windows in the showroom and to talk with salespersons and so the mistake was ours in regard to both the color and the grommet mark situation.
Our outrage, at this point, was beginning to really simmer because we were basically being told by Andersen CAVEAT EMPTOR...let the buyer beware!!!
We next contacted the Andersen corporate offices directly and were given over to the "Customer Solution Department." After numerous phone calls and encounters with several different "customer solution" staff, some of whom were pleasant and some of whom were extremely argumentative and arrogant, we ended up with the same explanations... the 400 series is an off-white although it is called white...(yes...one guy finally admitted that it was a shade of white)...but that it was our fault for not noticing in the showroom that Andersen's concept of white is not what any normal functioning human being would call white. As for the grommets...this was a standard happening when "non-standard" measurements are used for the grill work. Our explanations about the absence of any indication anywhere in the showroom presentation of the windows or in the color chips or the promotional or specification material that Andersen's white is not white, or, even more bizarrely that NOWHERE DOES IT SAY ANYTHING ANYWHERE ABOUT MISMATCHED GROMMETS BEING A POSSIBILITY, INDEED A PROBABILITY, AND THAT NO ONE EVER EVER INDICATED THAT THIS WOULD HAPPEN were met with a stone wall AND THE STRONG SUGGESTION THAT WE TALK WITH THE ORIGINAL SUPPLIER SINCE IT WAS THEIR PROBLEM AND NOT ANDERSEN WINDOW'S PROBLEM.
I demanded to speak with the CEO of the company. THE CUSTOMER SOLUTION DEPARTMENT REFUSED TO ACT ON MY REQUEST ON THE SEVERAL OCCASIONS THAT I ASKED TO BE PUT THROUGH. I TRIED CALLING THE COMPANY AND ASKING FOR THE LEGAL DEPARTMENT...THEY WOULD NOT PUT ME THROUGH. THINKING THAT MY NAME WAS KEEPING ME FROM BEING ABLE TO TALK TO OTHERS IN THE COMPANY, I TRIED CALLING AND USING A DIFFERENT NAME...THEY WOULD NOT PUT ME THROUGH.
I HAVE DETERMINED, AS A RESULT, THAT IT IS THE POLICY OF ANDERSEN WINDOWS TO NOT LET THE PUBLIC THROUGH TO ANYONE WITH ANY AUTHORITY IN THE COMPANY. WHY SHOULD THEY? AFTER ALL, LIKE MANY COMPANIES IT APPEARS THAT THE FOLKS WHO RUN THIS ONE ARE THE SAME SORT OF IRRESPONSIBLE, PUBLIC BE DAMNED, CORPORATE COWARDS VERY MUCH LIKE THOSE WHO NEARLY BROUGHT THE WHOLE NATIONAL ECONOMY DOWN. My mistake was trusting that their "commitment" to "customer service" was actually something they believed in as opposed to a slogan with no real meaning or substance.
So...after months of trying to get a resolution of my issues with Andersen Windows I am left with gray windows with disfiguring marks on my yellow house and it appears I have no recourse left other than to warn others about the corporate arrogance and disregard for legitimate customer concerns and problems that seem to be attitude of this company. I would therefore suggest very very strongly that if you are looking for new windows or replacement windows, that before you spend your hard earned money and limited resources on Andersen products (after all you and I don't have the money to spend on lawyers and lawsuits or other legal remedies for our problems with big corporations like Andersen) you look instead at other options. They are out there...at least I think they are... Pella...Marvin...local manufacturers...and many many others. Hopefully one of them will treat you with the respect that you are due when you decide to give them a portion of the money that you've worked so hard for. Thanks for listening!!!
Subscribe to:
Post Comments (Atom)
thanks for posting your story - I'll keep this in mind when I look to buy new windows OR know some one who is in the market for some.
ReplyDeleteWe are a former Andersen Dealer, and dropped their product over quality issues and poor resolution to problems created by them. We went through a period of 18 months of issue's with 90% of all Andersen orders.... and today I spoke to a builder who purchased $40,000 of Andersen windows and doors, same story... nothing but the run around....we like their product....but We are in the business of providing quality products. It's kind of funny toward the end of our relations with the Company, We became afraid to order product, knowing that there would countless repairs and service to make the product right
ReplyDeletei appreciate your post about your experience with an andersen product, if you don't mind me asking...how long ago was your install? and also did you go straight from Andersen the manufacturer? I work with "renewal by andersen" we specialize in already built homes,we are still an andersen product, and it is odd to hear a complaint like this with color issues? breanna_duke@hotmail.com
ReplyDeleteJust read your blog. I'm having problems with them too. Through alot of research I've got names and numbers of people that can probably help you. I'ts true, they never let you get past the 800 number reps. My problem is upwards of $50,000. I'ts amazing what info you can get with ALOT of time on the net and calls to their home office.(when their closed)I just started a blog too. I'm going to post my problem in the hopes of helping out the little people like us. To anyone who finds this blog email me and I'll help you the best I can. I stumbled upon names and numbers(even cell numbers) of people in this company from customer service managers,supervisors all the way up to th Chief Operating Officer. These people are at the corporate office, not just their window division. Thanks and good luck to all.
ReplyDeletemail:rotti@massed.net Blog Rotti's Barkin Blog
thank you guys soooo much for all this information. I am getting to replace 15 windows in my house and I don't want to go thru what you guys suffered. I am going to ask all the companies that I get quotes from for a copy of their warranties to read them all before I buy.
ReplyDeleteI am a general contractor in socal and have used and recommended Andersen windows in the past. A recent purchase of a $7000 outswing french door has been a nightmare. The delivery company was three weeks late (their scheduled confirmed date). The doors were incoreectly mulled toghether and screws from the brackets had penetrated the cladding voiding the wartantee. The stationary windows are not installed plumb in the unit cuasing 3/8" gap at the provided trim molding. The unit has a bow of 3/4" over 9 feet and the weather proofing flashings, as shown in the manual, were completly missing as were the required installation flanges. It took two weeks to receive a call from the "service provider" who told me he would call back when he had an available appointment. After 15 days of harrasment to my provider I was finally promised a call to set up an appointment. Big surprise no call. I have made several attempts to have Andersen aid in the situation to no avail. Their customer service model appears to be "ignore the situation and/or blame the hameowner". I will never buy Andersen products again and plan on picketing them at any trade shows in my area
ReplyDeleteI'm sorry that you had problems with your project. However, based on the facts that I have available to me I have to side with Andersen on this on this one. Most window companies are going to offer a "pre-finished white" option. Being that it is factory applied and mass produced they are going to go with the most basic variation of white available. Pure flat white. I know we are not used to this, but that color can range from a slight grey hue to very grey hue based on the light in which it is viewed. If you did the research that you claim to have done including visits to Marvin and Pella showrooms, I find it almost impossible to believe that an objection to factory flat white paint didnt arise before purchasing the windows. Also last time I checked Andersen 400 Series windows had wood interiors that can be scraped and repainted. It is not Andersen's responsibilty to pay for your dislike of flat white paint. Again, "EXTENSIVE" research should have uncovered this. Same thing goes for the vinyl cladding on the exterior with the exception of the ability to repaint it.
ReplyDeleteAs far as the "grommets" go, at best this is the fault of your supplier for not knowing that this is how the product came with custom grilles. Why should Andersen pay for this mistake? This issue again could probably be solved by repainting the windows.
I understand that in today's world we are taught that everyone is a victim and corporations are responsible to pay out thousands of dollars every time there is a dispute over what is the appropriate shade of white to paint a window or every time one of their sales reps forgets to read the list of 10 million things a customer could possibly not like about the aesthetics of their product, but c'mon man, Talk about making a mountain out of a molehill. Sheesh
I would agree with you on some points. But I really think the point here is the terrible customer service and also how it was misrepresented. Honestly, my mom used anderson and we couldn't be more unhappy. After only a year of installment the sides are cracking. Also the latch and the catch of the locks are made of plastic!! Plastic really to hold up a heavy window, no surprise it broke. My mom though is most unhappy with the misrepresentation in the showroom like the article stated. The representative sold her tilt windows which he said anyone could do by themselves, he joked, even with one hand. Well that was a tiny window, the real windows are the biggest pain in the butt to tilt. My mom almost broke her arm trying to do it. I just in time ran into the room to help and it took both of our strength just to lift the window back in place. They are terrible with customer service. Really we hate it. Please save yourselves the trouble. Don't buy from them!
DeletePaul, you sound like my Renewal by Andersen rep. In my case, I wish I had gone with the 400 series, as they are better quality and look much better than the RBA windows. I am so disappointed, and I'm getting nowhere with the company (when I can get them to return my calls).
ReplyDeleteThanks for all this info! We're looking into windows, and this is definitely helpful! I agree with you, white should be white, not gray. And when you are dealing with a product that is a big, permanent purchase that affects the entire "look" of your house, they should be concerned with every detail of your purchase! It would be lazy and irresponsible if they didn't! Is it too late to take it to small claims court? You could at least get $5000 from them. I know when I spend a lot of money on something, I want to be completely satisfied, or dare I say "happy" with my investment. Besides, who in the world is expected to know about the factory shades of white? Someone really messed up here, hard to say you is responsible (the dealer or the manufacturer for not explaining all these things), but I do hope you get some kind of resolution. Thanks again for blogging!
ReplyDeleteI have run into a problem where I called Anderson to get a panel for a door that the glass was broken out of. The part number was provided by Anderson from my description with me standing at the door. I ordered the part and when it came in the hinges were on the wrong side. I called Anderson back and described the situation and was originally told that the door would be replaced via there customer initial quality assurance program. I was later called by a manager stating that they would not replace the door because I must of given the wrong information. I requested a copy of the quality assurance policy and was told it was private and I couldn't see it. I requested the transcripts from the phone conversation and was told, "no, they are private as well". I asked to talk to someone above him and was told no, he was the highest I was ever going to get.
ReplyDeleteI was told my only recourse was to purchase another door.
Where can I find more information about andersen windows in albuquerque? Thanks so much for this great information! I found it really helpful.
ReplyDeleteWe just moved into our house, built and untouched since 1967. I called Anderson Windows to find a paint match for the replacement windows, and they said to buy Sherwin Williams 6196 to paint my window trim. It's a perfect match...but it's on the grey strip in the SW pallette. Now all of my window trim, baseboards, and kitchen cabinets are a light, light gray. My husband says no one notices but me. I just tried to paint a window trim 'pure white' and the window looks dingy in comparison. So light gray trim it is.
ReplyDeleteIt is definitely a huge mistake on Anderson's part. We all know that there are hundreds of whites. When you are in the showroom and see prefinished white there is no way you can tell this is not a brighter white. It was not to six Frenchwood sliders were installed did I pick up on it. At that point it was too late. Anderson really needs to change this.
ReplyDeleteI kept hearing about Anderson windows, wasn't sure what they're, so thank you. they seem really convenient and affordable. It's kind of a no brainer if you ask me!
ReplyDeleteI like your topics. Thanks for sharing.
ReplyDeleteFt. Collins Window company
As far as color, you could have asked for a color sample to take home. This goes for and big purchase for your home(siding, carpet, wall paint, etc..).
ReplyDeleteHello,
ReplyDeleteVery nice post and i liked the description regarding Andersen windows....Keep posting...Thank you too much........
I've built a large extension on the back of my house and put lots of Anderson 400series, sliding patio doors and windows, both awning and sliding sash. The only problem I've had so far, is that when Home Depot placed the order, two specially built windows arrived the wrong colour. (We ordered White, but the two windows came in Anderson's Terratone colour.) The white windows and doors look great, and white!! Meanwhile, as Home depot were to blame for inputting the wrong colour on those two windows, they ordered two new ones for me which arrived 3 weeks later as promised. Not only that, but, instead of having to return the wrong coloured windows, I've done a deal with Home depot, that allowed me to buy them at a much reduced cost, so I can fit them into another house I've bought which has saved me time and money. I've had no problems with Andersons, getting now exactly what I asked for, and on time too. I have bought Hurd windows in the past, and they do have a better customer service dept. than Anderson's. I think the larger the corporation, and the more its monopoly the less they care about Customer satisfaction, until they're almost forced to do something, rather than lose market share.
ReplyDeleteThis comment has been removed by the author.
ReplyDeleteThis comment has been removed by the author.
ReplyDeleteHi,
ReplyDeleteNice post as always.... I liked the content on your site... Good luck for next... Your post will be helpful for all the buyer.. Thank you too much... Please keep up sharing...
andersen windows
Really? You called demanding to speak to the CEO? LMAO!!! Grow up!
ReplyDeleteI wish my sales rep would had told me the interiors of the 100 series were dingy white ...with so many complaints I'm so disappointed.. The photos showed white white... but the tiny squares are different so how are we do know which white it really is ??
ReplyDeletePlayland - Casino Finder (iOS) - Mapyro
ReplyDeleteView land based casinos in 포천 출장마사지 Michigan, Pennsylvania, West Virginia, 목포 출장마사지 West Virginia, West Virginia, 의정부 출장샵 West Virginia, 김제 출장마사지 West Virginia, 부천 출장샵 New Jersey and New York.