Andersen/EMCO Andersen/EMCO Door Material Defect is requiring me to pay for a 2nd door transport and install Bayport Minnesota
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. [continued below]....
..... 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.
If you are reading this, 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.