We have decided to purchase Andersen windows and patio doors for our home addition and chose to use Andersen's official dealer, Stone River Widows and Doors for both purchase and the installation. We were expecting quick and easy installation by the professional installation crew but it turned out that the installation was one of those butcher jobs that kept turning from bad to worse to a total disaster now spanning more than four months, and counting.
After the initial installation I have compiled a list of deficiencies that was a full page long. Here they are, just to name a few:
1. They have dropped one of the windows, completely broke the flange off and still installed it on the second floor hoping that we are not going to notice it.
2. They scratched the surface of the patio door when they were drilling the holes for the handles
3. They installed the patio door handles in such a way that one handle was 2" higher than the other (and I'm not exaggerating, too bad I can't post a photo here).
4. They were reading the installation manual on site to figure out the steps for installing the door and still managed to incorrectly install the locking mechanism.
5. Three of the windows installed bowed in because they did not use the proper expanding foam.
6. Patio door frame was installed crooked and skewed (it was off 3/4" in-out and 1/2" left- right) resulting in door misalignment.
And that's just a few. The overall quality of the job done and the workmanship was "0" - simply nonexistent.
After complaining to the sales representative (who was actually the only person with whom I could carry a decent conversation) the plan of action was to rectify the deficiencies, replace broken window and scratched panel on patio door and fix myriad of other small things. It took six weeks for them to get the replacement parts from Andersen only to find out that they ordered the wrong panel for the patio doors and forgot to order the jamb extensions for the new window. They had to reuse the jamb extensions from the old window and that could not be done without damaging it.
So now we are waiting again for the panel to arrive. We purchased the windows in May in it's now October and we're still not done.
We were hoping that the factory might have some leverage over their authorized dealer but we were so wrong. They basically washed their hands off the whole thing and told us "that is between you and the dealer" (Melissa Little - Andersen customer service rep.)
If you are planning to buy new windows try to avoid this company or you might be taking a chance. Maybe they have been a good company at one point in time but that is certainly not the case anymore or you wouldn't be reading this.
THE JOB IS DONE RIGHT WHEN IT'S DONE RIGHT THE FIRST TIME
Not the second. Or third...