• Report: #629707

Complaint Review: American Craftsman Window & Door Company

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  • Submitted: Sat, August 07, 2010
  • Updated: Wed, September 05, 2012

  • Reported By: Joseph — Ruther Glen Virginia U.S.A.
American Craftsman Window & Door Company
P.O. Box 6029 North Brunswick, New Jersey United States of America

American Craftsman Window & Door Company "Lifetime Warranty" ... Don't believe it ! Garbage windows and PATHETIC customer service !!! North Brunswick, New Jersey

*Consumer Comment: Responding to your comment!

*Consumer Suggestion: American Craftsman Windows

*General Comment: Feeling windowless in Boston!

*Consumer Suggestion: Solution for Failed or Defective Products

*Consumer Comment: 629707 American Standard Window

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In 2002, after a fire gutted my home, I had a contractor install American Craftsman vinyl windows in my home. Prior to and during the reconstruction, I took HUNDREDS of digital photos of everything including the windows in their original packaging and labels on the packaging. Now, in 2010, I have started having issues with the insulated glass units seals failing ( fogging of the glass, laminate sagging, etc. ) so, I sent a letter to the American Craftsman warranty department address provided on their website.

A couple of weeks passed with no response so, I called the customer service number and spoke with "Jennifer" who explained that the address I sent the letter to was "a different location" ( even though the address indicates it is the American Craftsman Warranty Department ). I explained the issue and was instructed by Jennifer to provide the information from a PAPER LABEL in the upper window jamb -- I explained to Jennifer that these windows were 8 years old and the label had long ago disappeared. She then said that that label is the ONLY proof of identifying these windows as American Craftsman. So, in other words, the "Lifetime Warranty" ACTUALLY means the lifetime of the PAPER LABEL !!!

Jennifer then advised that, if I provided digital photos of the windows that they could be used to identify the windows in lieu of the label so, I took 10 or 12 photos, emailed them to Jennifer and called to confirm that she had received them. Jennifer confirmed receiving the photos and assured me that she would forward them to the proper person for the purpose of identifying the windows.

Days passed with no word ... then weeks. I sent another email to Jennifer who then replied to tell me she was resubmitting the request. Another couple of weeks passed with no word from anyone so, again I sent another email to Jennifer at which point I was informed that they were unable to identify the windows as American Craftsman from the photos ( of course not ). So what it comes down to is, they promise the best product ( American Craftsman is an Andersen Company ) and back it up with a lifetime warranty BUT, what they don't tell you is, without the cheap paper label, there is NO WARRANTY !!!

I will be in contact with them again after seeing the detailed parts listing with photos on their website of the very same window installed in my home to question how they can not "identify these windoiws" as American Craftsman and will then be sure to contact their local Chamber of Commerce and The BBB as well when I am done with them ... THE WINDOWS ARE JUNK !!! CHEAP MATERIALS AND VERY POORLY CONSTRUCTED -- LESS THAN 10 YEARS IN SERVICE AND MORE THAN HALF THE GLASS SEALS HAVE FAILED !!! I will have these windows replaced BUT, it will NOT be with windows made by Andersen or American Craftsman !!!

This report was posted on Ripoff Report on 08/07/2010 02:12 PM and is a permanent record located here: http://www.ripoffreport.com/r/American-Craftsman-Window-Door-Company/North-Brunswick-New-Jersey-08902/American-Craftsman-Window-Door-Company-Lifetime-Warranty-Dont-believe-it-Garbag-629707. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

Responding to your comment!

AUTHOR: Lisa P. - ()

I did contact the contractor who went out of business a few years ago because of the way the economy was going.
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#2 Consumer Suggestion

American Craftsman Windows

AUTHOR: Phil - ()

Sorry about your window trouble but why did you not just go back to the contractor to see if had any purchase receipts from your job. You could have also checked with Home depot as they are the only ones that sell these windows.
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#3 General Comment

Feeling windowless in Boston!

AUTHOR: Lisa P. - (United States of America)

I bought 12 American Craftsman Windows from Home Depot in 2006, 9500 series and then 6 more American Craftsman Windows in 2008, 8500 series. I was told by the Home Depot sales rep. that these windows were a very, very good quality and had an outstanding reputation. There was a sale on them, so the more I bought the cheaper the cost of the window became. Not long after owning them, I began to hear a little whistle in some of the windows that eventually got worse over time.

I contacted the company in regards to the problem I was having with them and they sent a rep. out from American Craftsman to check out the problem. Not only did I feel like I was wasting this reps. time,  but he was very unprofessional and told me that it was not the window, it was the caulking on the outside of the window and the way it was installed. I independently had a carpenter install all the windows that I purchased, not Home Depot. This carpenter has installed plenty of windows and has a good reputation for his work. So, I had this carpenter reinstall the problemed windows and they still whistled on windy days.

The carpenter told me that is was the manufacturing of the window. Not the install. Also, my rooms felt colder in the winter because of drafts that came through the sides. Then as a few years went on, I noticed a film in between the panes of most of the windows that I had purchased. Now American Craftsman does have a lifetime warranty on certain problems that occur with these windows. I contacted the company along with pictures of the windows I was having problems with and American Craftsman did honor the warranty and sent me 22 new sashes.

Well, now the problem even gets worse. I had 8 sashes installed on the windows that were in my bedroom that whistled really bad. When I replaced them with the new ones, it became a nightmare because not I could see daylight from the sides of the windows and I had to buy weatherstripping to tape them up to keep the cold air out. When I contacted American Craftsman about this problem, they told me there was nothing that they could do. I contacted HOme Depot and complained. So, they had an Andersen Rep. come out to check the situation out because Andersen bought out American Craftsman and Home Depot sells them.

The rep. totally agreed that there was something wrong with the windows since the 9500 series got discontinued and they sent me 8500 series sashes. He told me it could be a little bit of the install but they windows were definitely a problem. He said that there was a problem with the seals and the fitting. He said that they would correct the problem if Home Depot would cover the install. Now I get a call from Silverline. It is another company that Andersen bought and Home Depot sells their windows too. Now Silverline is suppose to come out  to check out the situation.

I checked into Silverline and found that their windows have a worse reputation than American Craftsman. I have had no contact except from a Chris B. from Home Depot online. The Andersen Rep. never returned my phone calls and all 3 companies are giving me the runaround. If anyone has the name of a good consumer lawyer in the Boston area, I would love to have their number. I am at wits end because, I do not have the money to replace all these windows that I have bought from Home Depot, let alone pay out of my pocket for another carpenter to reinstall new windows.
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#4 Consumer Suggestion

Solution for Failed or Defective Products

AUTHOR: Jim Zim - (United States of America)

I sympathize with the writer for the problems he encountered, no one should have to endure this trauma!!

In 2000 we installed American Craftsman vinyl windows and sliding glass doors, total of 5 products. In a period of between 5-7 years, the argon between the 2 glass panels of 2 doors leaked, one of the door handles broke and the windows won't stay open. Agree, pretty shoddy product!!

However, we purchased them thru Home Depot. As each problem occurred ....... all at different times ......
we made claims through Hope Depot. All claims were honored swiftly, efficiently and completely ..... we didn't have the labels but we did have the purchase receipts (although we never reported the lousy windows).

The good news is that replacement products were delivered, as promised. The bad news is that we had to do the installation and dispose of the old product ourselves. Evidently, it is standard practice in the industry that physical installation of replacements is not covered in the warranty. 

We are again searching for new windows & doors for a new addition. Because of our experience of the poor quality, we will not purchase American Craftsman again. However, Andersen Windows has purchased the company, we will continue our research on how Andersen may have improved the quality. Our extensive experience with Andersen has been most satisfactory, they make a really fine product with the Andersen name.
 
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#5 Consumer Comment

629707 American Standard Window

AUTHOR: Nelson G. - (United States of America)

After reading the Ripoff Report on American Standard Window I called them with a similar complaint.  The difference was I still had one of the windows, not installed, and still in wrapper. I found the sticker she was in reference to and have to admit they were on the hidden side of the frame, however there was at least four different stickers on the window.

  My name was quickly recovered from their data base and I have 2 replacements on the way after only 1 hour.  American Standard nor Home Depot told me to keep these stickers, and should have. Other than that the policy seems fair and they quickly settled my claim.

  I find no problem with the construction of the units and would wonder if the original claimant had removed any of the units for inspection as the labels rarely fade without the presence of ambient light.
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