EVANSTON, ILLINOIS -- In March 2010 I purchased a mid-level Andersen storm door from our local Home Depot. As I am not knowledgeable on the installation of a storm door, I hired a handyman to pick up the door, transport it and install it on my home.
All was well until approximately 9 months ago when I noticed tiny cracks had begun appearing near the bottom on both the inside and outside of the door. As time went by these cracks became quite apparent and began pulling apart. When touched, these tears emitted some type of dust which puffed out onto the ground below. Not knowing what this dust is or if it might be hazardous is quite unsettling and it was obvious that this door was failing rather quickly.
After inquiring at Home Depot on what could be causing the issue with my Andersen door, I was reminded that the door had a 12 year warranty and I should call Andersen to find out if this issue was covered. Andersen very quickly realized there was a material defect because my warranty was indeed approved via Andersen's e-mail notification shortly thereafter. Unfortunately, no representative followed up within the specified ten days they stated in the warranty approval e-mail with any further instructions so I finally called the designated number to inquire about the approved warranty.
Upon my query, I was told there were two options for the door replacement. I could return only the door for no fee or I could return everything, including the frame for a fee of $55. I was then told that Andersen regrettably would not cover the cost I would incur to have this door removed, transported, exchanged, new door transported and once again installed. Their reasoning was that labor is not covered under their warranty and I would understand that completely if the door were being replaced due to something I had caused.
Unfortunately for Andersen, it was not the labor that failed, it was the door that I purchased from them in good faith and paid to have transported and installed already once before which failed. After speaking to three people at Andersen - a customer service representative, a manager and then a technical person, I have been repeatedly told that the cost for the transport and new install would not be covered due to their warranty not covering labor.
As of this writing, my opinion of Andersen as a company has dropped several levels. I purchased their product in good faith, and now that it failed, I should not be punished by having to incur additional costs imposed by their product failure. Further, I have a friend who has a somewhat older Andersen storm door which I had the opportunity to see recently and it is in terrible shape with the outside flaking and peeling off all around the frame. Because of the condition of her very similar door, I have no expectation that the replacement door will hold up any better than the door I am replacing which means I will incur additional costs in years to come.
At the very least, Andersen should reimburse me the cost of having another door transported and installed since it was their product failure that is causing me to incur the cost. Such an amount is likely only a modest cost to a company like Andersen, but quite meaningful to my bank account. To not cover this cost is a very bad deal for me, the customer who put faith in their product and the solid reputation of their name.
My recommendation is to purchase from ANY other company than Andersen. Not only are they no longer using quality materials that stand up to normal wear and tear (and by that I mean a normal Chicago summer and winter), but their level of customer service is a fright to deal with.
BAYPORT, MINNESOTA -- In 1998 I had five sets of Andersen french wood gliding patio doors installed in my home by an Andersen dealer. There are two four panel two door sets and three two panel one door sets. At this point 75% of the individual panels are delaminating and failing. The cause of this failure in lamination is because that Andersen manufactured these doors with a faulty glue. This was known by Andersen shortly thereafter.
Instead of issuing a recall or trying to correct the problem Andersen chose to ignore the defect in manufacturing and let their manufacturer's warranty expire. Upon contacting customer service, I was told they would sell me new doors at a discount but I would have to pay for installation. Anyone considering an Andersen product should review the numerous complaints that are available on the internet.
DES MOINES, IOWA -- I bought an Anderson Storm Series, 3000 self-storing door in June 2008, at Home Depot… installed easy and looked good. However in short time and the window frame plastic has fallen apart, warped and cracked in less than two years. Then the screen handle metal lock literally fell on the floor one day last year and I was so shocked to have then discovered the only thing that was holding it on all this time was some piece of double sided tape, seriously that is not even logical let alone secure!!! What were they thinking?
So I called customer representative to finally complain and they said they realized the issue and now have designed the lock, that now actually screws into the door frame (what a novel idea!) And I was then sold on the idea I could fix this issue by buying a redesigned lock replacement to fix that issue for a mere 27 dollars, and the window frame piece for 18. So for 45 bucks with tax the new "lock assembly" arrived and I was now shocked again, the replacement lock is now also cheap plastic, not even a metal lock.
I am very unhappy. I spend a lousy 45 bucks for cheap inexpensive plastic pieces to fix their metal taped on lock and warped plastic glass frame. Also the screen comes out of the track on the sides of the door and lets bugs in, it too is warped on the bottom and is unsightly over just two years time. Not a door with any parts that are made to last.
I also asked for the manager, when it was clear I was only getting a sales job by the customer rep, I complained to the manager that this was taped on lock is design flaw and was I was told that it as not meant to be a “security door” and was given the "we are so sorry for your inconvenience" routine over and told the new lock I could pay them for would fix the problem. They seemed unfazed no matter what I complaint I shared, but they were not going to help do anything to fix it or offer anything but to offer me the deal to buy their solution for 45 bucks.
Of course they never mentioned the lock solution to fix the problem was also just a cheaply made plastic piece (not metal) for the 27 dollars… Is a metal lock that actually attaches to the door too much to ask for a 27 dollar replacement I had to pay for to replace the tape? I even mentioned I was unhappy enough with their “solution” that I would write about my bad experience with them and their door, to let everyone know about these issues and that did not faze them at all! Buyers beware.
WAYLAND, MICHIGAN -- Just bought a New Door from Home Depot and paid to have it installed. After several times of moving the Screen up and down the screen ripped. Within two days. I went back to Home Depot and told the two boys that were working that the screen ripped. Their comments were "yeah they do that. Just call the company and they will send you one." I then said "when will you be out to replace it?" They said "you have to". I said "I just bought it and paid to have it installed." I emailed Emco from their website and got a response that they don't pay for repair.
This door is not of the quality I had expected from Andersen! Bugs can come in around the Screen because the screen fits in an open track. There are small holes little bugs can come in. Not to mention the fact it only has one closer and ether slams shut or doesn't close when adjusted. Lock is very stiff and hard to lock. I was just reading some replies from other post. Sounds like Andersen people read this site. I hope they do. But more so I hope if your looking to buy a new Storm Door look at the things I said.
DES MOINES, IOWA -- I am in the process of replacing my 3rd door due to the flaking problem these doors have due to poor workmanship or material. I am not willing to pay another fee as well as pay someone to install another door. I do not feel I should keep paying money for something that is not the customer's fault. I can't afford to keep replacing this door every year; who can? It seems the door only lasts for 1 year then it starts flaking away.
We originally purchased the 1st door in Nov. 2012 (Home Depot # 349 in Kenner, LA) and paid someone to install the 1st door. My 2nd door was replaced in August 2013 at a cost of $65.00 (returning the door) plus an additional $160 to reinstall the 2nd door. So this is the 3rd door and having the same problem as the last 2.
The wood core inside of the bottom panel keeps coming through the metal due to rotting out. My door is under the roof and not directly in the rain. I am requesting my money back or a credit towards a clear glass door. I will probably get neither one. This door was customized to fit my house so it was more costly. I sent my pictures of the door to: firstname.lastname@example.org.
WALDORF, MARYLAND -- I purchased an Andersen 3000 Series storm door in June of 2007 and by the summer of 2011 the door would no longer properly latch. The problem was a small spring located behind the latch. When the door handle is depressed the spring is compressed causing the latch to retract into the frame, allowing you to open the door. When you let go of the handle the spring tension causes the latch to extend back out and the handles to rise back to their “normal” position. Over time the spring has lost its compression resistance and the latch will no longer fully extend to properly catch and seat inside the strike plate.
This should be an easy fix, simply replace the cheap spring behind the latch. But Andersen does not sell replacement springs and has instead told me over the phone that I need to purchase the entire door handle assembly which costs $58.99 online, the offered me a 20% discount but still, the entire door only costs $199.00. Why would I want to pay 25% of the cost of a new door for a spring which shouldn't cost more than a couple dollars? What a ripoff. I won't be buying Andersen products in the future.
I almost always check reviews online before making any major purchase, however, this time I didn't and now wish I had. I purchased an Andersen storm door from Home Depot and had them install it. The install went great, the problem arose when I went to swap the glass for the screen about a week after it was installed. Anderson sent the wrong screen, it had a bar through the center, mine was to be a full length screen, and it didn't even fit IN the door (This was a special order door so it came directly from Anderson boxed, it was packaged wrong).
I called HD right away and they said they would order the correct one and would take 7-10 to receive. 16 days later I called to check the status and was told it was never ordered and they had zero notes in my file about it! I was told again they would order one, received a call 2 days later from HD saying if they ordered it I would have to pay $60 for REPLACEMENT! I said it was Andersen's error and they didn't care, that was the policy!
I was told to call Andersen directly and they would ship one directly to my house free of charge. I did just that and was told if I wanted it shipped to my house I had to pay $37 for shipping! They would send it to HD for FREE, but not to me, and if I wanted I could just pick it up there. Was also told it would take THREE to FOUR WEEKS to receive! I called HD back and they FINALLY stepped up to the plate and called Andersen for me but unfortunately got the same answer.
I told her I didn't care that it wasn't shipped to my house but I had no way of getting it home from the store as it's too big to fit in my car so she said she would have an installer drop it off. This was yesterday (6-16-10) so I still have to see if this will work out in the end anyway. It's now summer and would LOVE to have a screen door in, that's why I bought it in the first place, and now I have to wait yet another month to enjoy it! I purchased and had this installed in APRIL, it will be JULY before I can actually use it as a screen door!
Haven't had an issue with the quality of the door, however haven't used it that much. I would suggest if you are looking for a door, skip over Anderson AND Home Depot (especially if you are looking for customer service after the sale, god forbid an error was made or the wrong product was sent to you).
BAYPORT, MINNESOTA -- I purchased 3 Andersen double french doors 11 years ago. I had a new Andersen door put in this year. I had the contractor look at the french doors. I noticed some issues with the doors. I just wasn't sure what was going on. He said that my year of door had a manufacturing defect which caused the outside covering to delaminate from the door. That is what was happening to all my doors.
I called Andersen and they want me to pay to replace the doors. It would cost me more to replace the door than what I paid for the doors in the first place. NICE! Even though it was their manufacturing defect. They said they will give me a discount. Not much of a discount. Well, buyer beware. They have defects and don't tell you. Then when you find them, oops you are outside the warranty window.
I have a bunch of windows to replace. I had originally thought I would use Andersen. But after this experience, I will be looking else where. You pay a premium for customer service and quality with Andersen. Unfortunately, you don't get either.
SPOKANE, WASHINGTON -- We purchased a Andersen/EMCO full view solid glass storm door in metal frame from Home Depot Fall 2008. It was professionally installed from our contractor. Shortly after installation, we noticed the hinges were pulling away from the metal door causing the storm door itself to not close or lock without having to pull up on the handle. Home Depot told me to call the Andersen/Emco company to complain about the defective door. Unfortunately, they were extremely unsympathetic and stated they would send out a replacement part - BUT I would have to tear the door apart and replace myself!
ARE THEY KIDDING? This is a very heavy glass door and I (a petite woman) am supposed to manhandle a heavy glass door to make the repair or hire someone to do this for me? Their only concern was that I should have "read the warranty small print". WHAT! This was supposed to be a quality item but the quality is very inferior to the cheapest storm door Home Depot sells. Beware! They do not stand behind their product nor care about customer satisfaction! I will never purchase another Emco/Andersen product!
CALIFORNIA -- Beauty is only skin deep! About 2 years ago, we purchased some beautiful Andersen hardwood flooring. It was professionally installed by the firm which sold us the flooring. After about a year, we started noticing that the (acrylic?) finish at the ends of several pieces of flooring, at random locations throughout our home, was starting to chip and/or peel.
We contacted the dealer and eventually an Andersen representative came out to inspect the flooring. He noted that there was no evidence of damage from water seepage under the wood, and explained that this would be displayed as cupping of the wood which he did not see. This was not surprising, since we had an epoxy floor leveling compound installed on the floor, and a vapor barrier placed above this, by the flooring installers.
The Anderson rep did say that the moisture measurements at some locations were as high as 12%, and that the maximum allowed under the Andersen warranty was 8% humidity. Eventually, we received a letter from Andersen Hardwood Floors stating that the defects were not covered under their warrant because of high humidity. More remarkably, he advised us that we must take exceptional care to keep the floor dry, and pointed out that even when using a spray wood flooring cleaner, we must only dampen a cloth and not spray directly onto the wood.
We find this amazing, considering that for the previous 11 years we lived in a home with comparable Harris-Tarkett wood flooring in the kitchen and all bathrooms, and that the bathroom floors were frequently wet after we exited the shower, and yet there was never any problem with the flooring. In our present home, the defective flooring is in locations that are not generally wet except for possibly water from our shoes when it rains - not too common in southern California.
Regarding the 8% moisture limit referred to by the Andersen rep, online research indicates that a maximum flooring humidity of 8% is not reasonable. We found the following text: "The ideal moisture content for flooring installation can vary from an extreme of 4 to 18 percent, depending on the wood species, the geographic location of the end product and time of year. Most oak flooring, for example, is milled at 6 to 9 percent."
We then sent a letter to Andersen Hardwood Flooring asking them to stand behind their warranty, and their response was an unwavering "no". They did write back that we had the option of paying for a second, independent inspection. However, the "independent" inspection they offered is not really independent, as their letter states "please sign and send back to me within 14 days of the date of this letter, so we can arrange the inspection." Obviously, a second inspection arranged by Andersen Flooring can hardly be considered independent.
This flooring is not inexpensive, and we are very disappointed both in the product defects and more with Anderson Hardwood Flooring's failure to honor their warranty. We will not again consider purchasing a product of Anderson Hardwood Flooring, and pass this information along so that others may avoid the problems we are encountering. If you're looking for good quality hardwood flooring made by a company that stands behind their product, I suggest that you avoid Andersen Hardwood Flooring products.