Anderson Windows
Anderson windows/doors - Wood clad aluminum windows and doors Low E

We are building a home and ordered Anderson windows and doors for the entire house. Since some of the windows/doors were custom and others weren't, I asked if we could get them in two shipments instead of one. They said they couldn't do that. So, it rained in our log home and all the interior walls molded while we waited 8 weeks for the windows to arrive. They came in a few days prior to Christmas, but they couldn't be delivered to the coast of Oregon due to snowstorms inland. When we did the merchandise, the doors and windows were damaged, and the screens had been bent and holes were in some of the screens. The delivery guys did not wait for us to check the order. We discovered we were missing part of the order, so I called Mid Valley Glass in Eugene, who told us that we should have received the entire order. She checked, and discovered they had sent it out in two trucks and the second one was due to arrive in a few weeks. I told her that if the second delivery arrived in the same condition as the first, I would refust the entire order. She told me not to do that, and they would fix it later. The second delivery arrived after New Years, and in the same condition as the first. There was damage to the frame of almost every door and window. After numerous calls and e-mails, I was told a rep would be out to inspect. I finally called my credit card company, and after they reversed the charges, I had much better customer service from Mid Valley and Anderson.

One of our handles won't close and lock on one of our horizontal sliding windows. I have called Anderson numerous times. First they needed a number off the corner of the window that was etched into the glass, and when I gave them that number they said it wasn't the right one. They needed a number on a sticker inside the headrail. They also told me I needed the size of the glass itself, which seems strange since it was a standard size and they should know the dimensions of their own products, but obviously they want me to give them the specs on their products. They had me go through a list of questions to find out if it's really the handle or not. When I didn't provide them with the right number (even though it's the one they told me to provide), they said they couldn't ship it out under warranty because they need to verify what I have—even though they took my order and shipped it. I gave them the size of the window, but they kept insisting I need the dimensions of the glass itself, even though I just need a new handle. I still don't have my handle.
The last time I called was for silver touch up paint for the same damaged slider.initially, they told me they didn't carry silver paint, and we went round and round about that one. I gave them every detail about the window, frame, color, the white plastic showing underneath the frame. She finally said that she had gray touch up paint, and she ordered that for me. I never received it, so I had to call again about a month later and go through the whole thing again.

When I asked to talk with a supervisor, they said that they can give them a message, but they don't have a way to transfer my call so I can wait in a que for them to answer. I asked for their direct line, and he said he didn't know. I asked who he goes to for problems, and he said he just forwards messages to the supervisors, who may take up to 48 hours to call back. I asked who the president of the company was, and he didn't know. I asked if they have a district manager, and he didn't know. It is a very frustrating experient working with this group. I would think that with the economy the way it is, we could expect some decent level of customer service, which Anderson is seriously lacking. Next time, I'll be buying from their competition.

Company: Anderson Windows
Country: USA

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