JELD-WEN

Special order from Jeld-Wen of fiberglass center hinge doorwall unit with access door warped so that it won't make a seal when closed.
June 27th, 2019 A 6' fiber glass doorwall unit was special ordered from ***, order number *** Door was a "no return" item I was comfortable ordering because *** has a good reputation and they vetted their suppliers for my high level of confidence in ordering. Door was delivered August 10, 2001.
I have built homes for 22 years with my family so I installed the door wall with assistance from friends on August 17th, 2001. After inserting in opening and securing outside brick molding, I closed the door and it would not seal. I made absolutely sure that all planes of the door were plumb and level and still door would not seal. I clamped door shut with wood clamps to attempt to change the door's memory and make it close satisfactorily to no avail so I went to *** to get help.
August 20, 2019 I went to my salesman Tony to get help and he had me take pictures to illustrate to the company what I was up against. He sent those to the service department and heard nothing. I went back on the 28th of August and talked to his partner in doors at *** and he said I had to get in touch with Jeld-Wen personally and that Jeld-Wen needed more pictures so I took more pictures and sent those to the contact on the email I was forwarded from ***.
On September 03, 2019 I called Jeld-Wen warranty department *** once in the morning and held for 15 minutes and elected a call back not loosing my place in the call in line; so I elected to get a call back by giving them my phone number and waiting until the afternoon. I called again that afternoon and waited on line for 45 minutes and my wait time went from 18 minutes to 2 minutes back to 11 minutes to 4 minutes to 15 minutes so I elected a call back again not loosing my place in line the voice recording assured me.
I went back to *** on September 04, 2019 and the partner of Tony assisted me again and he told me Jeld-Wen wanted the order and shipping information and purchase and delivery receipts which I went home and scanned and emailed to the contact information from the first email ***s hared with me.
On September 09, 2019 Doug L from Jeld-Wen called me and said he didn't have the pictures and receipts but he wasn't the department that needed to be involved and he said he would have someone call me back if I would send in more information; so I sent the picture package again and the receipts and ordering info.
I waited 3 days and called *** general customer service on September 12, 2019 and they assigned Linda to help me with Jeld-Wen and she said that she would file a warranty request on-line which she has as the first step in getting help. I called her to ask if I should file a Revdex.com complaint and she said she couldn't help me if I did that. I told Linda I would wait three days to see if Jeld-Wen would respond to me before filing a complaint. I decided to give her ample time so I waited until today September 23, 2019 to contact Linda who hasn't been able to get back with me since my morning call to her desk. So, I am not able to be helped by *** any further and absolutely no help from Jeld-Wen who I see by visiting the Revdex.com site after the fact has a long history of being non-responsive to customer requests for help.
I am seeking to have the entrance door replaced if I can ever get to talk with anyone from the company so that I can secure my home from the elements. I am sorry that I didn't look at your site before I ordered from Jeld-Wen which I will never do again. When service is good occasional faulty product will not stop people from being customers, but without good customer service a company's days are numbered.

We contracted with First Choice Windows out of Ocala, Florida for installation of replacement windows & bypass patio doors. Jeld-wen by-pass patio doors were recommended by the local distributor. Installation was finished on June 7, 2019.

However, the wrong Jeld-wen patio door assembly was sent. Due to the wrong item, the installer had to screw the doors shut to keep our house secure.

Since that time, we have been trying to get the correct doors to have the project completed.

On August 6, a Jeld-wen technician was here and confirmed the wrong items. When he left, he also re-screwed the doors shut as there was no other option for keeping the house secure.

We were led to believe that diagnosis would result in new doors being manufactured and sent. When I followed up with the distributor, he indicated that Jeld-wen has not moved forward with this.

Trying to work with customer service is a complete runaround with extensive on-hold times. This just adds to the frustration.

Customer Service rep, Jeff I is not responding to requests for updates or warranty coverage on faulty siding from Miratec
On August 27, 2019, after we made initial contact with our supplier of siding for our house that the siding was defective and needed to be replaced per warranty, we received an email from Jeff I of Jeld-Wen (I believe he is in ***:

Good Morning,

Please click reply to this email with photos of the issues that you are experiencing with your*** as well as teh purchase information.

Please also include some photos showing*** pieces that are unaffected.

Finally, please answer a few additional questions below. The more information that we can provide up front to our*** team, the faster the process.

Approximately how many total pieces of* are affected?

What are the sizes of the affected pieces?

Sincerely,

Jeff I
Customer Care Representative
JELD-WEN Customer Care

I returned all requested information on September 5 and also sent followup emails for updates on September 12 and September 17 and still have not had a response.

The material in question is concrete board trim that is made by Miratec but we had to go through Jeld-Wen for some reason - possibly the supplier that was used by our builder

Refund of two sets of doors that are warped.
I purchased two sets of Jeld-Wen Fiberglass Double Door Units in the amount of $2,218.94 from The Home Depot. Order was placed on 7/1/19 and delivered to Home Depot on 7/15/19.
HOME DEPOT ORDER#:***
HOME DEPOT STORE:***
***
MANAGER: Jason
JELD-WEN MODEL: JEL-M-***
JELD-WEN Truck No:***
Bill of Lading No***
CARRIER NAME: New Penn
SEAL No: 127
Trailer No:***
CUSTOMER ORDER No:***

After the doors were installed it was clear to the contractors and myself with a naked eye that the doors were warped, the don't shut properly and the weather stripping on one doors does not seal correctly, there is gap that is visible to the eye lets in the air from outside to inside the home.

Had I known Jeld-Wen doesn't stand behind their products, I would have spent more money and purchased from a more superior and reputable company. This is horrible.

Home Depot tried to resolve the issue with Jeld-Wen, but according to *** Jeld-Wen did not want to comply. The store manager Jason even stated they receive numerous customer complaints from Jeld-Wen customers and doesn't understand why Home Depot even carries their products anymore.

Purchased a window and came from this company. The window was installed. When we opened one of the side windows all of the hardware fell out. Cant use
We purchased the window from *** in ***. The window was installed in June. As we went to open the right side window the hardware all fell out and we can't use that window. We contacted *** right away, they told us they could not help us, we would have to call the company that made the window, Jeld-Wen. That is what we did. JW told us that that didn't sound like a technician problem and told us they would send us $25.00 and to fix it ourselves. We said NO it is under warranty, they should fix it. we sent pictures to them showing them the window. They told us the parts are on back order and set up an appointment to fix it on August 19th. My husband took the day off, without pay,and they never showed up. We contacted them, they said there was never an appointment scheduled! I made many other phone calls to them trying to find out what was going on. I got the run around. They were still using the excuse of the parts back ordered. Another appointment was made to fix the window, September 12th. My husband took another day off, without pay, AND again the company never showed up. we called again and it was the same excuse, back ordered and no one knew about the appointment. Finally we called *** in *** again and a woman by the name of Kim D began to help us. Which that should have happened in the beginning. Spoke with her many times but still no gain on getting our window fixed. On September 13th spoke with a costumer care analyst by the name of Mike S he said they could come and fix our window on September 26th at 5:00pm (we didn't want to take another day off) we agreed to that. On September 17th we had a message on our machine that said they were coming to fix the window on September 19th and never said a time which we would not agree to this because we can't take any more time off and it was scheduled for the 26th. This company does not know what they are doing! I have been on the phone numerous times trying to get this resolved! I have spoken to so many different people I can't remember all the names. However, there is one name that I do remember, Amanda N. I spoke with her many times and she was no help. I am very tired of dealing with this company. I feel they are trying to get out of fixing the this problem with the window. Please help!!The window was almost $900. Our claim number for this is *** Thank you

I bought 6 new vinyl sliding Windows and they all leak. They were bought on May 8, 2019
The windows were installed around the 1st part of June and leaked the very first time t rained shortly after that. They were bought from *** in *** on May 7, 2019 in the amount of $1,015.78 plus tax and delivery charge. On the invoice it shows all of them to be item*** Called customer service on 7/9 and filled out paperwork for my claim and over the next couple of days I sent him all the pictures he requested. His name is John D. Emails were sent on 7/9, 7/10, 7/17, 7/22, 8/6, and 8/12. When he got all the pictures he said he would forward it to have an appointment scheduled for someone to come from *** to inspect them. Some of the latter email dated were requesting updates as I had not heard from anyone about coming to my home. I called on 8/19 and another rep said nothing had been sent and he would do it and to expect a call in a few days. Called on 9/3 and was they hadn't heard back so they sent the email request again. Called again on 9/6 and was given upon request my case managers name and phone#. I called Lori S and left my number for her to call me back on 9/6. On 9/9 since I hadn't heard from her I called and left a voice mail. She called on 9/10 at 8 am and said she had just spoken to the scheduling dept. and if they didn't call me that day to call her back. No call so I left her messages on 9/10, 9/11, and 9/12 stating no one had called me. At some point I went to their website and sent an online message which they said would be answered in 2 days. It never was. I also sent another online request on 9/13. I tried calling their corporate offices and you get 2 options only. Either you know the extension or a durectory. You can't even talk to an operator. I live where it can start snowing in October. These windows were a custom order because of the high altitude. I have expressed my frustration and concern about the fact that I started this on 7/9 and at that point they had everything from me they requested.

I purchased 12 windows and paid for breakage insurance. Jeld -wen won't answer my emails re: a broken window
After contacting Menard's, where I purchased the windows, Menard's emailed Jeld-wen. Jeld-wen then emailed me requesting more info. I immediately replied and after sending several more emails asking for help I have been ignored, I am sure I'm sending my emails to the correct address. I want my window fixed or all the money I spent on warranty refunded. I contacted Menard's a couple of days ago and was told that my problem was very common with Jeld-wen. If I purchase a warranty I expect it to be honored. Jeld - wen can at least contact me.

It's been 16 months and dont have all windows

We ordered 15 double hung windows through a small business from our home town in *** We paid our contractor April 25 2018. Finally got word from our contractor that the windows were in town on October 12, 2018. It took 6 months 6 months!!!!!!!! to get 15 windows in????? Our contractor finally installed them December 13 2018. But..... he only had 6 of the 15!!!!! according to him someone only read the first page of the window orders! And then a window was broken. So he told us they are on order...... so here we sit with 5 windows half way done.... he didn't want to wrap the windows until all of them were installed. Finally May 29, 2019 we got word he got the windows. another 5 months to produce 10 windows?????!!!!!!! He finally came to install Sept 4 2019...... he installed 6 of the 10..... they are the wrong windows!!!!!! I dont know whos mistake it is this time!!!!!! Looking at the windows that are installed there are 2 of them with glue/caulk smeared over the glass. What kind of company are you sending that *** to customers. you would think you would want your best looking product going out the doors so you get good ratings!!!!!!!! then there is a window that doesn't latch.... my husband looked at it.... professionals put a right hinge on the left side of the window. what kind of professional window builders are you!!!!!!!!!! Now we will have to sit through the winter with the house half done AGAIN!!!!!!!! how many months this time??????? It takes less time to make a human then it does to make windows. WOW dont waist your money on ordering from this company!!!!!

Ordered a Jeld Wen 3 panel sliding door that had a defective frame. Jeld Wen refused to replace the door and has yet to repair the door 8 weeks later.
We ordered a Jeld-Wen V 4500 three panel sliding door from home depot (order date was June 19, 2019, item number was XXXX-XXX-XXX, price paid was $1429.38 paid with Visa). The order was twice delayed for a total of 3 weeks by Jeld Wen. This in and of itself was not really a problem but was in fact frustrating. Upon arrival at Home Depot we were responsible for transporting the door to our home. Upon installation it was clear that the door was defective in that the frame surrounding the door panels was mismeasured leaving a 1/4 inch gap at the top of the middle door panel. We filed a complaint with the Stayton, OR office of Jeld Wen and after much hassle they sent out a technician to see the door. The technician verified that door was in fact defective. He stated that Jeld Wen had the right to try and repair the door instead of replace it. Although this was true under their warranty it was extremely frustrating since he agreed that the door was so obviously defective that it never should have left the production facility. Regardless, we reluctantly agreed to a repair instead of a replacement because it was clear that they were not willing to replace the door. Several weeks went by before they contacted us regarding a repair date. They finally contacted us on Aug 9 to schedule a repair date of Oct. 1. This is a time of 7 weeks in which we are expected to keep a defective door in our home in addition to not being able to complete the construction of the wall (the door is 9 feet long) surrounding the door due to the fact that it will need to be removed to repair it. They clearly could have sent us a new door in this time period. This delay in the scheduled time to repair the door has been extremely frustrating and has included 2 days of significant rain in which my house was exposed. I have already had to take time off work to meet with the repair technician and if/when the repair date for the door does happen I will again need to take time off work. This is in addition to the inconvenience off having one wall of my house incomplete for 2 months now. At no time did Jeld Wen suggest that they would provide us with some compensation for all the time and frustration we have invested in trying to get this corrected. Jeld Wen citing their warranty has the right to treat us this way but they are clearly protecting only themselves. With fall weather approaching soon this has potential to turn into a much bigger problem.

Received defective door but Jeld-Wen does not pay for Labor to reinstall their defective product.
Purchased door and installation through the Home Depot. After a year the glass insert in the door has slid down exposing a space to the outside at the top. Jeld-Wen is sending a replacement but they will not pay for the labor to replace the door.

We have been trying to get an issue with our back door fixed since November of 2018 and have yet to get a resolution.
RUN,RUN,RUN!!

Jeld-Wen is hands down the worst customer service company I have ever dealt with in my life! I would never recommend them to even my worst enemy!

I will start by saying that I am a very reasonable and patient person that is now at the end of their rope.

We purchased our home in December of 2018 to find that there was a defect in the sliding glass back door. The door wasn't sealing properly, so there was a huge air leak going in and out. We immediately let Jeld Wen know of the issue and it took them about a month to get a tech out to my location.

When the technician finally arrived, it was determined that the door was ordered too large originally and we needed a new door that was the correct size. They ordered the door and it took about 2 months for it to arrive. Upon the arrival which by the way had to be rescheduled by a week or so because the part didn't arrive as scheduled.. you will see as we get further that this is the rule, not the exception. The door was ordered incorrect and had to be re-ordered.

In this time and many others throughout the process I spoke to managers that apologized and did absolutely nothing to help. They would take down my info and promise to call back with a resolution but that would never happen.

The door got reordered along with a screen door that now needed to be replaced and took another 2 months to arrive... When it did... you guessed it, it was the wrong size again and the screen didn't even show up!! Our original scheduled appointment for the install of this door was actually weeks before. I took off work to be there and they no showed and acted like I was the crazy one when I called to complain.

This time the tech that showed up said the door size wasn't even the issue. It was actually that they had installed the interlock clips backwards and was causing the door to not seal properly. We told him to just forget the glass door because that was obviously too hard for this company to handle and just get us our screen door ASAP.

We FINALLY received our screen door today late again of course and glad I checked it because I knew they couldn't possibly get something right... YEP, the screen was ripped and Bent due to the worthless packaging they wrapped it in. Now it has been almost a year and we still have an issue that isn't resolved! There is more phone calls and technician visits that I am missing but it has been so long now that I am playing from memory!

Absolutely, without a doubt the worst company that I have ever dealt with across every industry! Run, Run, Run as fast as you can!!

French doors approximately 7 years old.Blind in window broke.Replacement was promised 3 months ago.Repeated follow-ups and still no response.
As mentioned in the above statement,one of the blinds inside the window of my french doors broke. Customer service responded with a form to fill out and identify my particular door model# including door size and window size.I received confirmation via e-mail confirming the receipt of the information needed.After that the waiting game started. I e-mailed and called several times in the last 3-4 months and each time was promised the replacement window would be shipped to a local Lowes store of my choice where I could pick it up and install it myself.Waiting again and still haven't heard.

Purchased a door from Jeld-wen. Door is made of wood and it rotted within the first 4 years of installation.
Purchased Exterior front door with sidelights and had it professionally installed 11/2014. Door was a special order from Home Depot. Paid $1,665.85 for the door. Approx $700 to have it installed. *** Sku#XXXXXX. (Entry fiberglass doors entry door left 68.5X81.75 Smooth-pro 8 Panel center arch w/insert) Door frame had been painted by myself several times after installation. When I went to paint the frame this summer, noted that the door frame had started to rot in the area where the sill meets the bottom of door frame this year. Initiated complaint with the company. Sent pictures. Was advised that a wooden door only has a 1 year warranty, and that the warranty does not include rot. Door is made of soft pine, a wood that rots(?). Was further advised that its the owners responsibility to caulk around the sill and the door frame. From the pictures I sent, was advised that the door had never been caulked. The door is sold as a one piece unit and shipped with the frame and sill in place from the factory. Why wasn't it caulked by the company? I am not a carpenter, or I would have built the door and installed it myself. How can a lay-person be expected to know where the company cut corners and fix the problem? It is not unreasonable to have the homeowner paint the door, as I learned how to paint in grade school. But, as I previously stated, I'm not a carpenter.

Purchased 32 windows and 6 outside doors. Failed to respond to warranty information request or replacement hinges.
Purchased 32 windows and 6 outside doors. Failed to respond to warranty information request or replacement hinges.

Jeld Wen will not replace patio door that exploded for no reason.
We purchased a new home in July 2012. Our patio door exploded for no apparent reason. That should not happen and Jeld Wen should replace due to defect.

My 23-year-old house has Jeld-Wed windows. The windows are covered under a lifetime warranty, and repair parts are covered. I contacted JELD-WEN customer service 1 August 2019 to inform them that the windows do not operate at all. They are so heavy to lift and once up they require a stick to keep them up. My 205-pound husband can barely lift them to open position. Lori at customer service sent me videos on how to repair the tilt balance in a vinyl-hung window. I followed the directions and found that the tilt balance systems are not repairable. In addition, she asked for a list of what parts I needed to remedy the problem. I responded with the question, "What information do you need to fill an order." After writing 2x and not getting an answer, I called customer service on 7 August for an answer. I spoke with Doug at Customer Service (***). He explained that the balance cylinder that is needed to repair our windows is no longer made or available by JELD-WEN. I said, "It isn't possible to get the parts, and your warranty states that the windows and parts are covered for the life of the home as long as we own the home, so you're not backing up your warranty." He then told me to take pictures of the cylinder and the number on it (if there is one) and send it to him. He didn't give me his email address. Then to follow up with a phone call to discuss it with him. He said he would go to an outside source to see if the balance cylinder is made by another company.
Product_Or_Service: Jeld-Wen Windows
Order_Number: Guerdon Homes

I bought Jeld-Wen windows for my house 10 years ago. 4 months ago my window started to leak water after a late snowfall in the year. After having the contractor who did my siding come by for a water test on the window and determined it was in fact the window I called Jeld-Wen. They informed me that I could have a contractor they suggested come by for a window inspection, I did. The contractor was thorough and wrote that the cladding on my window wasn't caulked fully from the factory. And since I had all my windows replaced within a year of each other,Jeld-Wen probably failed to caulk most of my windows at that same place too. When I brought this to Jeld-Wen customer cares attention, they said they want me to take pictures of the window and would review it. I was contacted by them a month later saying I could have The contractor who did the inspection do the work but Jeld-Wen wouldn't cover it since the labor warranty was up. I informed them that their warranty said nothing about not performing a task a their factory. They said they wanted to review it more and never got back to me. I called again and they told me they would get back to me after talking to a supervisor and still haven't gotten back to me. It's now been over three months and I'm still waiting to hear back after multiple emails and calls. Please help me get Jeld-Wen's attention to perform the work that they didn't do at the factory...
Product_Or_Service: Windows

Seals are gone in ALL WINDOWS
Bought a home in 2012 with windows from Jeld-Wen installed in 2006. The window warranty if we are the paying customer is lifetime. Since we inherited these windows the warranty apparently is only 10 years or ended in 2016. I would understand this for 1 or maybe 2 windows, but for all windows to have seals fail indicates an obvious product issue. I have already had all the glass in our first home replaced in the last couple years. I also understand Jeld-wen had so many problems with their glass supplier they stopped using them. I also know there are hundreds to thousands of others like me who have had this issue. I would like to have all glass replaced on a one time basis, especially being a Jeld-Wen customer already!

Jeld- Wen denies my French door came w/ a patio screen despite providing door label that proves otherwise. Also claims door not covered under warranty
I purchased a Jeld Wen door in July 2017 and installed it in Summer 2019 as I had some repairs to complete in the room where it would be placed beforehand. Upon installation I realized that the screen door was missing and so contacted Jeld Wen and*** for assistance. Jed Wen explained that the door wasn't eligible for warranty coverage and the model I purchased did not come with a screen door. I later contacted*** regarding the matter and was told that the door came with a lifetime warranty. I completed a claim request on July 14, 2019 but was advised a few days later that the claim was denied as the parts department explained that my door model did not include a screen door.

On July 19, 2019, I sent the following email to Jeld Wen warranty Canada east, *** and senior warranty analyst Pierrette D,***

'I was able to retrieve a label that was attached to the door and as per the image attached to this email you will see that 'adjustable sliding screen' is listed under Features. The plastic tracking along the frame and threshold of the door suggests that a screen door should be there. See attached video.
I have combed through the details of the warranty and there is no mention of marked down items being exempt from warranty coverage. As per a previous email received from Jeld Wen, your argument suggested that sale/discounted/marked down items are not eligible for warranty coverage which would be in direct contravention of consumer protection laws. At time of purchase I was not told by any*** associate that the warranty would be null and void either as if I were, I would have asked for reasoning of this regulation in writing.

The door was purchased in perfect condition, no damages whatsoever. See attached photo.

On July 13, 2019 I spoke with*** customer service (at the number listed on the attached door label) regarding this purchase and was told by Alphonso that the door carries a lifetime warranty. I am unsure why I am being given conflicting information from Jeld Wen when I have documentation that proves otherwise.'

Having received no response from Jeld Wen since my latest email sent with video and photo proof, on July 27, 2019 I forwarded the email above to***

I still have heard nothing back. I have spent one month trying to obtain a replacement screen and Jeld Wen continues to provide shoddy customer service.

Information taken from receipt:
***

Purchase bar code-
***

The door was purchased in Toronto, Ontario Canada at Stockyards***.

Not delivering on my order of $6,368.00 for new construction
put in an order on May 30th through BFS, got most of the windows in but 2 have not been delivered yet, it has been 62 days as of today, I called Jeld Wen multiple times and they tell me they will get someone to call me back but they never do, the final 2 windows were supposed to come in 2 weeks ago, they rescheduled twice, we called to see what's going on and now they are saying next Friday, that is another 7 days making me wait a total of 3 months, still waiting on my windows