Andersen Windows

Built a custom home back in 1995 after having installed hundred Andersen Windows while working for a leading high-​end home builder in the Twin Cities. Out of 23 windows installed on our home, 11 have window gears crack leaving us to close our casement windows with someone on the extra pushing sash shut. Due to breathing health concerns of our daughters, we opened the windows MAYBE three dozen times over the years. I contacted Andersen Customer Service and was told I would be paying over $ 90.00 per window to fix including a plastic adapter for the gear base at a cost of $ 14.95 each. Having installed 100’s of these over the years for one of their première builders in the Twin Cities, attended field rep training by Andersen Window Reps (who have since retired) at our distributor, and even have been given plant tours numerous times, I am just disappointed in their products and lack of support. I have photos of the gears. and will try to post later… We never replaced siding, or mad changes to our window jambs… I am thinking of mailing them to CEO, but not sure it will help others. Yes, I understand they are out of warranty, but we contacted Andersen prior to and never heard back… window interior gears don’t crack, especially ones never opened more than a few dozen times. as the customer rep said, «we had to change the gear design after a bunch broke. but don’t know when it was done as it was before I got hired».
Please do your research, the Andersen Windows of years ago are just that, years ago quality and service.

I had so many problems. I was sent a wrong part; I wasn’t sent all the parts I ordered; I wasn’t sent directions; and more. I understand that problems happen, but what separates the great companies from the terrible ones is how they respond. Andersen has been such a disappointment. The first customer service rep I spoke to ran from the problem. She said the situation was neither Andersen’s fault nor problem. I convinced her otherwise, but at the end of the day, Andersen wasn’t going to budge to make my situation right. The worst of my many conversations was with a supervisor. She sounded bored and angry.
It’s times like this I’m glad I’m in the customer service business (I’m a coach and trainer). We teach our clients (currently numbering 525 companies), that it’s not about being right, it’s about making it right for the customer. Think about this, Andersen. You made mistakes; more than I care to recount here. Why not at least pretend that you care?

I now know why the Andersen 200 series has a 10 year warranty. I’ve been in my new home 11 years and 8 months and found the bottom sash of one window completely rotten and the beginnings of rot on another window. These windows come pre-​painted from the factory but obviously not well painted. There was no peeling. The paint has little pin holes in it where water gets in and rots the window. I have pictures of the rot but can’t post them to this site. If you want to see them and the date stamp on the window, just reply to this email and I’ll gladly share them with you. I had to buy a replacement sash, but this time I painted over the factory paint to see if that helps. I would not recommend this Andersen window. I’ve had other issues with air leaking through the window but customer service at Andersen had no idea of what I was talking about and sent me some bogus part that had nothing to do with where the air was leaking. Nothing a little masking tape doesn’t fix during the winter. Doesnt look too good though.

I will never use Andersen again. I’ve used their 400 series throughout my homes and in the past year have had several issues. Lastly, I installed two slider windows. I installed them prior to the winter and come the cold weather realized there was a terrible draft. After checking with a contractor to make sure they were installed correctly I determined there was a 2″ x ¹⁄₈ gap on the bottom of the vertical side of the window at the bottom. One window was also missing two pieces of weatherstripping. All Andersen will do is mail out the weatherstripping. They will not stand by their quality which has been steadily going downhill. In 2011 I put in a window and when it was finished and I took the protective plastic and spots of the window tinting came off with it. Again, Andersen would only send out the part and all labor would have to be done on my own.
As much as I liked the brand there are just too many flaws and not enough service from the company.

Very nice products. Hostile customer service.
I will likely never remodel another home, so vowing to never buy another Andersen product doesn’t seem to concern them. Posting this review is the best revenge I can think of, short of legal action.
Edit, Feb 2014: Andersen has recently improved their web site. It is now possible to order parts online. This is much easier than dealing with their call center.