Jeld-Wen Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  As of today I have NOT received the needed part for my window which was promised.   
Sincerely,
[redacted]

JELD-WEN’s Customer Care department has contacted Ms. [redacted] for more information regarding her claim. She stated that the dealer from whom she purchased the doors was working with her to replace the damaged items. She stated she is seeking only compensation for incidental expenses (travel,...

installation, painting, etc.) which are not covered under JELD-WEN’s product warranty. We stated we would consider those expenses if she submitted receipts for our review. Ms. [redacted] has not responded to our offer, so we are closing her claim.
Sincerely,
JELD-WEN Legal Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]  I hope that someone will contact me in a timely manner.  This has been going on for far too long.

Complaint: [redacted]
I am rejecting this response because:First I'd like to request that JELD-WEN be respectful of this process and please do not respond to me directly until after we have an agreed-upon solution.  We have had 12 weeks to try to work on this together and I even informed JELD-WEN of my intentions of filing a complaint with the Revdex.com, and still no one from JELD-WEN is taking this matter seriously. I am also going to attach the email and .pdf file that was sent to me by Megan D[redacted]-as it is not consistent with their response provided here. Please note that we are now on our third 'warranty option' by JELD-WEN.  It would be appreciated to understand why at, first replacement windows were sent to me, then I was expected to pay for labor on my existing windows with JELD-WEN providing the glass but my windows had to be sent to JELD-WEN, and now JELD-WEN has proposed to send out a contractor to my house to replace just the glass at all of their cost. In researching their contractor, it was found that this business has an unfavorable online rating. If JELD-WEN is unable to provide me with matching windows, both in design and quality, there is no way I will approve having someone with the same mindset touch my windows. Please understand, I do not wish to be so harsh.  However, my intention here is to be informed myself, as well as take this opportunity to educate the consumer on what they can expect when purchasing JELD-WEN windows and experiencing their warranty process.  There is no excuse why, after 12 weeks, we have actually gone backwards in trying to get their defective product replaced.  I will continue to challenge JELD-WEN to assign someone internally who has the desire to do the right thing to have me satisfy.  We also need to establish how my existing windows will be handled if seal failure occurs on those.
Sincerely,
[redacted] ________________________________________________________________________________...⇄ Afternoon Mr. [redacted],   Thank you for contacting JELD-WEN.  I am sending this email in follow up to my voicemail I just left you.  Please accept my sincerest apologies for the inconveniences you have had thus far with your warranty experience.  I am in receipt of a letter that you sent to the Revdex.com noting the situation you have experienced.  After reviewing your situation and your applicable product warranty (attached), JELD-WEN will go ahead and set up for a technician to come to your home to replace the glass in the double hung sash with glass seal failure.  This will ensure your sash will match the other windows in your home.  Our technician (Just Windows & Doors, Phone (517)521-3497) will be in contact with you in approximately two - three weeks once glass has arrived and been inspected to work out a date and time with you.  If you should have any questions in the meantime, please don’t hesitate to contact us at (888)594-3578.  Thank you for your time and patience in this matter.    Sincerely,   Megan D[redacted] Customer Care Coordinator | JELD-WEN, Inc. Phone: (641)269-6064  | Email: [redacted]@jeldwen.com Fax:  (800)436-5954 Hours:  Monday – Friday 8 AM – 5 PM     NOTICE:  This E-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.

JELD-WEN sincerely apologizes for any miscommunication that may have caused delays or inconvenience for Mr. [redacted]. Our third-party technician has now completed the inspection of the door in question and a copy of the report has been sent to Mr. [redacted]. We have also reached an agreement with Mr. [redacted] regarding the disposition of the door, and now consider this matter closed.
Thank you,
JELD-WEN Legal Department

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Home Depot has reordered our door and we are hopeful for a positive outcome this time.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:I know I received a letter saying this...

case has been closed and marked as answered, but it has not.The Manufacturer did get in touch with us and offered us a partial refund which we accepted,however when they sent their installer to put in our new window pane on Monday February 27th,they had once again sent the wrong size window So we still do not have a window in place. It hasbeen exactly 3 months since we paid for that window replacement in full.We are being told we now have to wait for yet another window to be made and they think theywill have it ready the week of March 27th for installation. I would like this complaint to remainopen until I have a window in place in my home.Also - is there an email address where I can respond to these letters? I did not receive your firstletter dated Feb. 14th until Feb. 21st which made it impossible for me to "respond within 7calendar days" and I just received your letter marked Feb. 22nd on Feb. 28th notifying me thecomplaint has been closed. Indeed, this complaint is not resolved as I have no replacementwindow installed in my home.Please keep this complaint open until I notify you that a window has been successfully installed inmy home.
Sincerely,
[redacted]

We regret that Mr. [redacted] is dissatisfied with, and has declined, our good-faith offer of free replacement glass. We have provided him with a copy of the applicable warranty and explained that our offer is within the terms of the warranty, and that labor to install the glass is not included. If he reconsiders and wishes to accept this offer, he may contact our Customer Care department.Thank you,JELD-WEN Legal Department

Complaint: [redacted]I am rejecting this response because: there was only (1) call and voicemail from jeldwen. I just placed a call to Megan at[redacted] Jeldwin and left name, number, and email address ([redacted]yahoo.com). Stated that it would be best to email me back and forth due to my job not allowing me to answer my phone on a regular basis.Sincerely,[redacted]

JELD-WEN's Customer Care department has made an offer to [redacted] which he has accepted. We are awaiting completion of a written agreement from him to move forward. Once that has been done, this matter will be closed. Thank you,JELD-WEN Law Department

We have reviewed the [redacted]' claim and agree that the administration of the warranty was not addressed properly; we do apologize for the delay and the inconvenience.  A representative from our Customer Care department will be reaching out to the [redacted] shortly with information regarding...

no-charge replacement weather-strip to correct the fit of the sash from their recent purchase.

...

Complaint: [redacted] I am rejecting this response because it is not taking into consideration the time spent on my part along with the other issues it created, such as having to delay an appraisal of my home. Due to the extended amount of time it took to have a Jeld-Wen patio door delivered to my home in a suitable condition, an appraisal of my house was put on the back-burner.  An appraisal is a vital component in the process of securing a mortgage.  When a person has their home appraised, the house should look and be at its best condition so the highest valuation can be given for the home. I could only post-pone the appraisal so long, therefore I had no choice but to have the appraisal done before the new patio door was installed. I ended up having the appraisal company come back out for a second examination once the patio door installation was finally completed. In addition to this complication, the many months of delays caused me to lose an undesirable half-percent or 50 basis points on a new mortgage rate. The monetary offer presented to me by Jeld-Wen, along with maintaining the warranty on the patio door, is less than half of what I consider to be reasonable.  Nonetheless, I have lowered my recommendation from $750 to $500 while retaining the manufacturer warranty hoping that both parties, Jeld-Wen and myself, can reach a compromise somewhere in the middle. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: pictures have been submitted by the [redacted] and Jeld Wen continues to ask me for them.  I can see that this may go on for months now.  They will keep stating they are waiting for pictures.  
Sincerely,
[redacted]

JELD-WEN’s Customer Care department has reviewed this case and is working with Ms. [redacted] and Mr. [redacted] to arrange a service date in the near future.
Thank you,
JELD-WEN Legal Department

Mr. [redacted] contacted JELD-WEN’s Customer Care department immediately prior to filing his complaint with the Revdex.com. We requested that he submit purchase documentation to us so we can proceed with a resolution for him.  Mr. [redacted] then threatened to sue JELD-WEN.  After receiving the Revdex.com...

complaint, we reached out to Mr. [redacted] again by voice message, again requesting his purchase information.  As of this writing, we have not heard back from him.  If we cannot verify his purchase, we will have no other option but to close his service case.

Complaint: [redacted]
I am rejecting this response because:Neither of the...

options presented are acceptable, and frankly they are insulting.As I mentioned in my email we already paid to have the door hinges fixed and installed. Since it took three months for them to arrive the first time, why would we be interested in waiting around for them to arrive again? Not to mention my confidence in the hinges being correct a second time is absolutely zero.In addition you originally stated that you offered the $50 per door as 'good will' since you had not seen the pictures. Now that I have sent you proof of Jeld-Wen's errors, I will repeat that Jeld-Wen needs to take responsibility for this horrendous experience and erroneous order.I have re-attached the photos here, there are more that I can send, please let me know if you want to see them, there are attachment restrictions here.
Sincerely,
[redacted]

The [redacted]’ claim is under review by senior management in JELD-WEN’s Customer Care department. We will provide an update when additional information is available.
 
Sincerely,
JELD-WEN Legal Department

JELD-WEN apologizes for the delay in addressing Mr. [redacted]'s claim and this Revdex.com complaint. A supervisor has reviewed the case notes and is prepared to work with Mr. [redacted] on a resolution. We ask that he please contact our Customer Care department directly for details. Thank you, JELD-WEN Law...

Department

We have investigated Ms. [redacted]’s warranty claim and found that it has been administered properly. Our Customer Care department examined photos of the alleged defective surfaces, but determined that the doors were most likely within our manufacturing tolerances. However, as a gesture of goodwill,...

we replaced the doors in question. JELD-WEN’s product warranty does not cover incidental expenses such as installation, painting or supplies, nor does it provide for a refund in addition to the product replacement we have already provided to Ms. [redacted]. We now consider this matter closed.
Sincerely,
JELD-WEN Legal Department