BUTLER, PENNSYLVANIA -- Through Home Depot we purchased an Andersen/Emco 36” series 4000 storm door. It was purchased 4 years ago and installed by the approved Home Depot installer. For several years the door worked fine as we changed from full screen to full glass based on seasonal weather changes.
This past 6 months the door started to hit the frame on the door handle side of door. I saw that screws on top hinge were loose so I tightened them every two weeks after that I would retighten them. This got annoying and it was already scratching the frame opposite the hinge side. So I got hold of their real 800 #, not the one on the manual but the one the big box store uses 888-888-7020. I made three calls and each time it was clear that Andersen was not going to do much.
First, the agent sent an app so that they could take pictures. The screws were clearly backing out and the agent agreed. She went on hold and came back with “buy and install larger screws”. The original design calls for #8-3/4” self-tapping screws as I found out when I replaced the screws with #10-3/4inch sheet metal screws. As it turns out I am only making problem worse by doing this since it just make the hole in the door larger.
Second call, more pictures and now I am to drill two more holes in hinge and reinsert self-tapping screws. They also sent me a new hinge rail. I guess they know that the sag on the hinge eventually kills the hinge because the third call, more pictures, the top hinge is clearly damaged and now door won't shut. So now I will need that hinge to be replaced by my favorite handyman, me. For those people who have hinge issues similar to mine do not pay for parts. This design is flawed especially on the larger size storm doors so it is like warranty.
Andersen was going to charge me for hinge rail and touch-up paint. Once I explained the design issue they made a “on-time” haha free shipment of parts and paint and even paid UPS shipping charges. You have to do your own repair, you shouldn't have to pay for parts also on a very flimsy design.
BAYPORT, MINNESOTA -- We purchased 2 Andersen Emco Storm doors, less than a year ago. One has been perfect, the other, not so much the hinge rail hinges have rusted out and failed (3 of 4 hinges). Serial number 0026336508 and 0026474510 were bought together). Serial number 0026336508 is the one that is the issue. Customer service says it is caused by the weather, and they do not cover that! They want to offer 10% off on buying repair parts. No thank you! Your warranty claims and taking care of customers is a sham!
HUDSON, WISCONSIN -- I bought the Anderson 3000 at Home Depot.The door came out of the box with scratches. Supposed to have a protective plastic sheeting over the metal parts, but that was not present. Response from Anderson was to send me a bottle of paint for me to use. It did not do a good job. The screen does not tight to the frame, so there is a lot of sag in it.There were some installation issues that were not well explained in the instructions; had to go to third-party websites for helpful instructions (Anderson videos are useless). The door handle came in the box with the door with Anderson instructions. After a long and exasperating effort, I looked at the door instructions and they differed from those in the box. The directions in with the handle indicate that a notch on the apparatus should point down, but the instructions for installing the door indicate that the notch should point to the side. So, incorrect instructions came with the hardware! Once installed, the handle turns straight up (from inside or out) even though it opens only when the handle is turned down. The handle will not lock so that it only turns down (to open). I wondered if there was a problem with the handle since the handle on the display model at Home Depot has a little lever that keeps the handle from going up unless the lever is pushed up. I went to HD to find out if I got the wrong product. I had to talk to 5 people, each time explaining what the problem was. The first 4 said they would talk to Anderson and call me the next day, but no calls. With the last HD guy, The Anderson response was, that is that the way the 3000 handle works. But, the 3000 model on display at Home Depot does NOT work that way, as the lever works to lock the handle from going up. Total frustration
PORTLAND, OREGON -- We purchased an Andersen Storm Door 4000 Series and have had nothing but problems. First the door locked us inside the house without the door itself being locked (fire hazard). After getting the door unlocked by calling Andersen (they told us that this happens sometimes), months later, the screws at the bottom of the door that hold the bracket and cylinder casing to the door fell out. We have replaced the screws each time with larger screws because the door is made of aluminum. The holes keep getting bigger and bigger with each new screw adjust/replacement.
We called Andersen and requested to use the Life Time Warranty. They told us to just drill new holes in the door and that they do not cover this issue (We do not think they cover any issues). We told them that we had already done what they were requesting but that it had only given us the same issue - just in another place on the door with a new set of holes. In our effort to keep the door working, the door now has many different holes drilled in the bottom (very unattractive). We told Andersen to NOT send us a new door because we will only end up with the same issue - it is a flawed door system.
Anytime you have a screw that is screwed directly into aluminum, (and have no way to add a bolt onto the back of the screw) the aluminum over time will bend and not hold in a screw. The screws do not really have a chance to stay in the aluminum door for long because they are under additional pressure - they are located near where you step on the cylinder to lock and hold the door open.
We told Andersen that we will just replace their door with a better more reliable brand & a company that will stand behind its products, put the customer first and hope that they take the time to change their flawed door for future customers. We will not purchase Andersen again.
BAYTOWN, MINNESOTA -- We replaced our front door/storm door after 25 years although we never had a problem with it. We replaced it with an Andersen Emco storm door within the last 10 years. Very disappointing and had we known after the first problem when we installed with the closer we would have taken it back. It has been within the last 10 years we have had to replace the closer twice, the top window and screen that have fallen apart twice and we very rarely even open the front door or the storm door.
The labor to fix the door each time was done by my husband. I called the company this morning because I opened the front door and the top window and screen had fallen apart again!!! The representative offered a 15% discount on a new window and screen that should never have fallen apart the first time. The company has a record of each time I have called over the years and the representative acknowledged that we have had problems. I will never buy an Andersen product again. My husband and I own a hardware store and know the value of customer service.
BAYPORT, FLORIDA -- The door has moveable panel which when pulled down becomes screen above glass. When raised the panel hides the screen in the door frame and becomes a storm door (glass over glass). The problems are: 1. the handle stops the moveable panel from aligning with the fixed (bottom) panel. 2. The moveable panel when lowered leaves a 1” gap at the bottom between the panel frame and door frame which is unsightly. I called Andersen and asked there was a "fix". No but they will let the design team know. Before buying this product look closely at these two issues. If I had I would not purchased. Bad (stupid) design.
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.
COMMACK, NEW YORK -- I purchased an Andersen Storm Door in August 2016. The door separated where the hinges are mounted. I was told it will not be warrantied. They DO NOT stand behind their product. Why do they even bother to have a warranty if it will not be honored. DON'T BUY ANDERSEN PRODUCTS.
BAYPORT, MINNESOTA -- We have had 5, 3000 series storm doors on our home for over 5 years. Here is a summary of findings: The plastic strips that cover the install screws can't handle south or west sun for more than 2 summers. Sometimes, due to seasonal house shifting, the door needs to be adjusted, so when you take the strips off, it is brittle and they break. The plastic handle that operates the window has broken on 2 of the 5 doors. These aren't made for daily use. The horizontal center mullion is make of plastic, perhaps with a metal spine, in any event.
It has 3 problems: A) In south exposure, the mullion arches upward. This puts tension on B) the screwholes at the ends of the mullion. The pre-drilled holes are so close to the end that the material just splits from the screwhole to the edge, of course the material being plastic, and brittle. C), additionally, the groove that accepts the glass edge, isn't deep enough (plastic) to overcome the arching of the mullion, nor, is it deep enough for sealant/adhesive to be used as a work-around. For the 5 doors, we have purchased 5 mullions, 2 sets of screw-covers. Also, after giving my serial number, I ordered a "closer" replacement, expected at the 5 year mark.
My closer has a hold-open button built into the closer body, negating the need for a hold-open twanger, and they sent me the old-style where you manually move the twanger along the rod for hold-open. So this closer they sent requires the twanger, its worth about 5 cents, but it's not included!!! I gave them the serial number, they should know what closer to send. The support people don't know much about storm doors.
There should be no parts on a storm door that can warp or fade or get brittle, after all, it is called a "storm door". The windows operate better with a dose of silicone spray in the tracks. The locking mechanism is good. Mainly, look for a door that does not have a plastic center mullion. And demand painted screws instead of the cheesy plastic insert strips.