Buyer Beware: Black Andersen 400 Series Casement Windows
The purpose of this posting is to inform potential buyers of problems inherent in the black Andersen 400 Series windows that we did not discover until after delivery. A description of the problem and the ongoing resolution process follows.
BOTTOM LINE: Our black clad windows have prominent gray exterior miters and gray “blobs” in every interior corner, and many of the exterior corners are not fused together smoothly, yet Andersen reps say that they are within Andersen’s internal specifications. The windows look terrible. If the attached “before” pictures do not appear attractive to you, do not order black Andersen 400 Series windows.
---Problem---
We are having a custom house built and selected Andersen 400 Series casement windows (with a few awnings and fixed) with black exteriors and white interiors. These are vinyl clad, wood windows. The price of the windows was roughly $33,000 and consists of 58 window units (note that three window units were from Andersen’s Architectural Series due to their unavailability in the 400 Series). We selected Andersen because the feedback we received from builders and dealers was that Andersen has fewer callbacks than other brands and that Andersen maintains spare parts for its windows for decades (this is our retirement home, so longevity and low-maintenance are key goals).
When the windows arrived, we were surprised and disappointed to see gray vinyl miters on the exterior corners (distinctly visible from ~80 feet away from the house!) and gray vinyl “blobs” in the interior corners of all of the window sashes of the 400 Series windows. There were also numerous minor abrasions (appeared to be from packaging rubbing on the windows during transit) and a handful of significant dings. Some of the dings appeared in the exact same place on more than one window, leading us to believe that they were manufacturing-related. See the attached “before” pictures.
We feel that the problems are defects, and that the defects are serious enough that they should not have made it past quality control at the factory.
- My husband had a telephone call with the Field Service Manager for VA, NC, and TN who stated that the problems we were experiencing were known issues, although they did not occur very often.
- I called Andersen Customer Service, and the representative with whom I spoke told me that the material used in the miters and corners of the 400 Series are color matched. Our builder’s dealer did not mention that there would be color mismatches at the corners, and none of the Andersen documentation we have reviewed (including the 296-page Product Guide) illustrates or describes the lack of color matching or excess interior corner vinyl material.
- We received an email from the Atlantic Coast Territory Sales Rep stating that the windows were “within our specifications.” We responded by requesting a copy of all relevant, consumer-facing specifications. The sales rep responded stating that, “We are unable to provide you with any additional documentation regarding specifications since they are proprietary.”
- In a follow-up telephone call with this rep and his supervisor (Regional Sales Manager, Atlantic Coast Region), they restated that the windows were within specifications and said that they could not release the specifications to us. If we ordered new black windows, they would show up with the same mismatched color issues. They were unable to explain why the Field Service Manager and Customer Service provided information indicating that the windows were defective.
- They also told us that only the white vinyl cladding is the same color throughout. All other colors use gray vinyl as a substrate to avoid thermal problems with the vinyl on hot, sunny days. Note that the lack of a solid color throughout seems to explain the apparent fragility of the black finish to abrasions and dings. We looked at some white 400 Series windows on our builder’s house, and minor dings and scratches are much, much less visible due to the solid color throughout.
- We requested that Andersen replace all of the windows with identical windows with white exteriors. They have, so far, declined.
---Process---
- The problem was discovered on or about November 28.
- On December 1, Andersen received a letter, including pictures, that we sent to our builder stating our concerns.
- Andersen was slow to respond and has focused on onsite repair of the miters/corners using touchup paint, a Dremel tool, and a small chisel (December 18). The repair tech did not attempt to address other scratches and dings. The initial results were not acceptable to us (see attached “after” pictures).
- We emailed all parties with our evaluation of the results, and told them that we did not have time to experiment with repair methods for windows that were flawed upon delivery. At that time, we requested a full replacement with white exterior windows (December 20).
- After waiting for two weeks, on January 3, my husband and I finally had a telephone call with the Andersen sales managers where they made it clear that the windows met their internal, proprietary (i.e., secret) specifications, and that new black windows would be the same. They felt that since the windows met their internal specifications, the likelihood of replacement was slim. They continued to encourage that we let them try different repair methods and indicated that to that point, no one with the decision authority to authorize replacement windows had been engaged. We asked that they engage a decision-maker, and they promised a decision within two days. We also made them aware that we would be posting our experience on this forum. Two days have passed, and we have not received any additional communication from the Andersen reps.
External work on our house has mostly ceased, and internal work will slow or cease soon. We are stuck on certain finish decisions (e.g., roofing colors) because we don’t know for sure what the final exterior window color will be. We’ve spent over a month waiting. We need Andersen to back its J.D. Power Initial Quality Awards with action.
We will post follow-ups as warranted and hope that Andersen will live up to its reputation and quality awards and resolve our issue properly.
Comments (85)
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ILoveRed
6 years ago
BK Iowa
6 years ago
Pinebaron
6 years agocfillyaw
6 years agoCatherine
6 years ago
ksc36
6 years ago
Kim Le
6 years agojimpats
6 years ago
cpartist
6 years ago
leelanau9206
6 years agoBK Iowa
6 years agocfillyaw
6 years agoLiza S
6 years agocfillyaw
6 years ago
opaone
6 years agolast modified: 6 years agoleelanau9206
6 years agoUpdate on our Andersen black 400 and A series windows. They are stunning. We had one or two that were not up to par and the Andersen rep was out within the week. He admitted the black is difficult but so worth it in my opinion. He will come back out to fix when our weather is warmer. So in my opinion I still believe in Andersen quality. Very unfortunate what happened to original poster.
Liza S
6 years agoleelanau9206
6 years agoquasiexpert
6 years agoCatherine
6 years agoLiza S
6 years ago
Jerone Anderson
5 years agoriverrat1
5 years agoDavid Cary
5 years agocfillyaw
5 years agorachelathome
5 years agorobininni
5 years agolast modified: 5 years agoDavid Cary
5 years ago
Linda
5 years agoCatherine
5 years agoSorry about the delay in posting an update. We wanted to wait until we were closer to completion until posting an update.
The new touchup paint formula was applied in late winter. The gentleman with whom we spoke at corporate HQ told us to give the paint a few months to let it cure so that the sheen would match the window better. It's now 4-5 months later.
As can be seen in the photos below, you can still see where the touchup paint was applied, but these were taken extremely close to the windows. I doubt that the touchup would be apparent to someone not looking for it. The first photo corresponds to the first photo in the original posting (note that the line in this photo is really glare from the setting sun, not discoloration on the window). The painters had just pulled the plastic from the windows in these photos, so there are are few paint marks and smudges visible.
I don't have any pictures of the inside corners (floor finishing is still curing). The "blobs" are still visible, but they now match in color.
If the windows had arrived with the corners looking like they do now, we would have been a bit disappointed but probably would not have made a big deal out of the situation. From any reasonable distance, they look okay. We're still surprised that these windows made it out of the factory in their original condition. It seems that this would also be far less expensive for Andersen to fix at the factory rather than in the field.
I still recommend what I said in an earlier posting---make sure that you can see a sample before purchasing.robininni
5 years ago
lucky998877
5 years agoRyan
5 years agoCraig
5 years agoerinbriordan
4 years agoJ Sk
4 years agolast modified: 4 years agoI have the same problem with Anderssen windows. Ordered in terratone color. Pictures attached
As you can see almost every corner of the window is damaged. The spot where vertical part of the window meets horizontal, is rough touch and different color . Quality is not there. Shame that such product is being sent to customer.
erinbriordan
4 years ago
Jessica Rinaman
3 years agolast modified: 3 years agoWe have similar problems with our 100 series. Stay away from this company!
lucky998877
3 years agoAdam Tokarz
2 years ago
Susan Cleary
2 years ago
millworkman
2 years agoquasiexpert
2 years ago
just_janni