JELD-WEN

Four custom sized doors ordered through JELD-WEN, failed within one year. Not offering to stand behind the product. Warped and de-laminating.
Purchased and installed 4 double half light doors. Within a year, doors are warping and de-laminating. After initial complaint and warranty issue filed, it took around 6 months to get JELD-WEN to come inspect the doors. Meanwhile JELD-WEN canceled and created multiple claims, which I see as a stall tactic. I spoke with the tech sent out and was told by him that he couldn't see any major installation issues (he had been there for over an hour examining the 4 pairs of doors). I have been to the homeowners house an additional 3 times regarding these doors to get pictures or documentation for the doors, at 3+ hours each trip. I provided them with the proof they requested to show the doors are failing. Months later they decided to send out a tech, after making an offer to replace one door. Result was an offer to replace one door. All of the doors are failing one way or another. Every time I call this company, it is a half hour phone call each time, minimum. I have called on 5 separate occasions to speak with "Justin" the supervisor, only to be told he is never available. I have left him at least to messages on his VM, and 3 messages with his team. Spent another hour on the phone today to be offered an additional set of strike plates for the doors (still not addressing the real issue). I am concerned that even if JELD-WEN does send out replacement doors, the will fail again due to the method of construction- the door "staves" are made for a composite material, allowing it to move and have no rigidity. I had to custom order these doors to accommodate the existing openings. When Jeld-wen sent them to home depot (two weeks late due to not having enough to load a truck for the 50mi drive), I noticed that they where not in fact a custom door, but a standard slab cut down for needed sizing. When they where cut down the top rail is now, IMO, undersized and the bottom rail had been adjusted the same way, resulting in less support for the entire door slab. This has been a very frustrating and exhausting experience with JELD-WEN. One of the reasons I went with JELD-WEN is because of the warranty. I also chose fiberglass to avoid any issues due to exposure. The installed doors face N, S, E, and West, so the idea that all of them are having the same issues leads me to believe that it is a design issue not an installation issue, as JELD-WEN suggests, even though they are willing to replace one pair. I am at my wits end with Jeld-wen and their lack of communication and not standing behind their product as they advertise. I was told that since I had contacted them within a year of installation, that they would provide the labor necessary to resolve the problem. Three claims later, and well over the 1 year period they will not provide the labor end of it. I am afraid that putting another JELD-WEN product in place will further the process of finding the correct product with durability to exist as an outdoor/indoor application. This company has been very hard to work with, I simply want to keep the homeowner happy.

Concerning complaint SR-XXXXX resolution
I purchased a patio door with pre-installed pet panel option on 11/16/18 from Home Depot
It was already defective before it was installed on 12/31/18.
I have been in contact with Jeld-Wen representatives but still have ***O RESOLUTIO***.
My claim number is SR-XXXXX
As of today it has been forwarded to ***icole Ahr for review.

The day it was installed it was noted that the vinyl pet closure would not seal completely. There is about a one inch gap on the left hand side when looking at it from the inside.
The window that is supposed to open and close to close the pet door also had a lot of "play" in it and the balances fell off when we tried to slide this window up.
The resulting malfunctions have resulted in not being able to use the pet door option.
I live in *** where temperatures this winter have been below zero with wind chills.
I've have noted up to a 25 degree temperature drop when the pet door was in use.
I've also had to use space heaters to try to compensate from this heat loss. Which has increased my heating bill.
When I contacted Jeld-Wen representative they informed me I had a full warranty on the purchase however I wasn't given a copy and I wasn't told how long this warranty exists
I was also sent a detailed email from Jeld-Wen Customer care stating what the technician would be taking care of during my service appointment on March 5th
What the plan was to include was
another pet flap that the technician would cut on site to ensure it would fit properly,
a new sash was supposed to be ordered, and
fix the balances so the door would operate correctly
He was sent to my residence to fix all the issues
The technician arrived March 5th.
However he was no prepared to fix the issues stated above. He had a flap with him that was the exact same size as the previous flap but no hardware was sent so he stated he could not address that issue.
He had no new sash with him that was supposed to be ordered.
He did not have new balances but managed to find some in his truck that would work
It turns out the balances that were installed by the "professionals" during manufacturing were the wrong size
He also stated that the door is designed to have a 1/8 inch gap on either side of the vinyl panel
which is results in a 1/4 total gap from the sides of the door. Meaning that even at it's best the panel allows for air flow through which would not stop cold air from entering the home

The above statement is a direct contrast from the product description on Home-Depot site which states "patio pet door ensures a remarkable fit and finish that is weather tight and energy efficient" ... " the flap magnetically closes behind your pet keeping air and water at bay"
It's impossible to have a door design with a 1/4 inch gap that is also energy efficient. How would a 1/4 inch gap keep wind and air at bay especially when the wind chill is -20 degrees?
Maybe in some climates but not in ***
Why is such a product even marketed in ***?
These are all false statements made by the manufacturer.
Also there is no quality assurance done my the manufacturer before it is installed into a consumer's home. It seems as if you are charging $1800 for a product the consumer should expect an excellent product.
I received a defective door with a crooked pet panel pre-installed and the wrong window balances which prevented the door from operating correctly. Two major product feature failures.
To make matters worse Jeld-Wen couldn't even order the correct repair parts for a service call.
I purchased this door almost four months ago. I have not been able to use it one day.
I've been more than patient while your company fails as customer service again and again.

I have given Jeld-Wen multiple opportunities to sell me a quality product and they have not succeeded.
The door in the condition it is now is increasing my heating expenses and causing pet damage in my home since I can not leave the pet door open in the current weather conditions.

I would

We ordered a custom patio door from Lowes, it was manufactured by Jeld-Wen. It was less than a year when we noticed that the door does not catch on the lock any more. We close the door just for it to be blown open by the wind, or the dog. The lowes representative came out and made a temporary fix to get it to lock. but it puts so much pressure on the lock so bad we are afraid it is going to break. Lowes started the filing of the claim for us. We had to call the company 3 times for follow up, they did not call like was promised. Nor did they email us back when information was sent. each call was needed to even get us to the next step. Then Jaldwen wanted a string test. Which personally I thought was ridiculous, there is something wrong with your door come out and fix it. They were hesitant to even schedule a technician, and when they did it was a month out., which was for today. Then an emergency happened, and now they can not come out for yet another week. This is unacceptable. how do you stay in business if you take so long to settle complaints'? and are hesitant to even do so? Between my husband and I, we have used a week's worth of vacation time, that now we can't use for our actual vacation to deal with the issue of the door and it is STILL NOT FIXED. And countless calls between Lowes and Jald-Wen, adding us to another 20 plus hours on the phone.
Product_Or_Service: Custom Door

I had Norco/Jeld Wen windows installed in my house in 2004 when it was constructed. 5 casement windows have wood rotting and are to be replaced under warranty. I have three larger entrance windows that are fogging between the pains of glass. and are supposed to be replaced under warranty. I have contacted Jeld Wen Customer Care (Christy L) and, at the time, the current Jeld Wen factory rep (Jeff V - who has since retired) multiple times via email and the local rep by phone and email. Initial contact was made by me in October of 2017 and currently continues. The factory rep that retired initially came and measured. the casement windows were shipped and the factory rep recommended Dave Edwards of Edwards Window and Door, perform the replacement. Several months after the casement windows were sent, I was finally able to have Edwards Window and Door come. they determined the incorrect style windows were ordered. The rep from Edwards Window and Door called someone form Jeld Wen, when he was at my residence and identified the correct style of replacement windows needed and measured the 3 large entrance windows. Edwards Window and Door said he had ordered the correct windows. Several months had gone by with no replacement windows arriving. Numerous emails and phone calls were then constructed as follow-up with no satisfaction. The Jeld Wen Customer Care representative says nothing can be done without code numbers from the window. Both the factory rep and recommended installer said that this type of window was not identified with the serial numbers etched between the glass as is currently done. Again, these windows are from 2004 and have a 20 year warranty. This is going on two years and the recommended installer (Edwards Window and Door - based in***, is no longer returning my calls or emails. I had made initial contact with the Jeld Wen rep (Joshua M) that had replaced Jeff V (Previous Jeld Wen rep that had retired) and they are no longer returning my calls or emails. I had requested that the new Jeld Wen factory rep (Joshua M) stop at my residence to view what needs done, measure what needs measured, or get some date codes off the windows that the factory says are present, but are not present. I have windows fogged and wood rotting on casement windows that should be replaced under warranty. I have copies of all the emails that have been sent that I can provide as documentation.
Product_Or_Service: Windows
Account_Number: Warranty

Hello,I purchased specials order doors from Jeld Wen in November of 2018. The doors were damaged in several locations. My contractor spent a number of hours making the doors work, so we could have them done by the holidays. Charlene B called me to tell me she would have 4 new doors panels prepped and painted under the warranty for me. After several months went by the doors never arrived and Charlene notified me my case was closed. According to Charlene the case was closed due to Home Depot partially crediting me. I only accepted the partial credit because I thought the door panels were also part of my reimbursement. I would not have accepted the p(atrial; credit if the door panels were not included. I would have asked for more to be credited. I am now asking for Jeld Wen to send me the 4 painted door panels as promised or send me an additional reimbursement check of $250. Charlene does not reply to emails, so resolving this situation has led me to filing this complaint. I feel I was mislead in the reimbursement process by Charlene. The Jeld Wen Customer Service contact information is***
Product_Or_Service: Special Order Prehung Interior
Order_Number:

I purchased some Jeld Wen windows and they are absolutely horrible
I have been going back and forth with Jeld Wen for almost 3 months now because of windows I purchased through Lowes. Those windows are impact windows and the quality/workmanship is really bad. They are big windows and are heavy, so the plastic roller housing is not strong enough to hold the sash so the panel/sash seats on frame instead of rollers which makes it absolutely impossible to open and close. It is impossible to remove the sash. To make matters worse their customer service and/or product support is nonexistent. I have called many times trying to get someone to take care of my problem but got nowhere. The product support/ customer service was rude and dismissive. I tried explaining to her what my problem was and kept interrupting and telling me something else.I have purchased windows from PGT and the quality was much better. Now my home is opened and exposed as this windows are not able to close. The windows were in such bad shape even the lowes manager acknowledged the poor quality of the window.

I ordered (2) 36" black casement Jeld-Wen awning windows through The ***. The windows were just to let a little light into my detached garage, so I wasn't designating a huge budget towards the project. The windows were nearly $500.00 per unit, however. They had an estimated lead time of 1-month before I could pick them up from the store.
I was contacted by The *** that the windows had arrived but one was completely damaged in shipping from the manufacturer. They notified me that they would re-order the window but I could pick up the one remaining. When I picked up the window, it was just loosely wrapped in cardboard (which honestly looked re-used from some other kind of shipping. It was frayed and hardly taped shut). I opened the packaging in-store to make sure the window wasn't damaged. To my surprise, the box didn't even have styrofoam, wrapping or padding of any sort. It was just a window in a jumbled box. Its a miracle this one wasn't broken, too. A few dents in the woodwork. I'm shocked this is how Jeld-Wen ships their windows. I'm a carpenter who is used to ordering windows from supply houses and having superior craftsmanship and delivery. I just chose what I thought would be the budget option from The *** for my small project - I didn't think it would be this bad.

I bought 72,000 dollars o windows and doors. The 3 French doors were 4,000 each. They were cracked and would not open from day 1 if moving in. After one years of consistantly calling they sent a man from Georgia to Alabama 2 times to fix 1 door. Then when he couldnâ??t do it they sent 2 men from Fourt Payne,Al.Within one year the new door was cracked. The other two are completely stuck where you canâ??t turn the lock. Mildew is coming in side from out in these 2 doors. I have owned 5 homes and now number 6. They give me a hard time every time I call about sending these and that. Iâ??m tired, I work, Iâ??m busy and shouldnâ??t be dealing with doors. Iâ??m going to call one more time and then Iâ??m sending it elsewhere.

contaminated glass surface will not clean

Based on my experience, Jeld-Wen Windows & Doors are below standard or average quality and worse they have poor customer service.
Three years ago, we purchased a home and completely remodeled it top to bottom. Living in *** where hurricanes happen, we replaced all of the windows and doors with Premium Atlantic Vinyl impact glass, plus the front door and sidelight which are impact.
On this Revdex.com website, it is interesting that 65% of the reviews are NEGATIVE, especially pertaining to customer service. What a mistake in choosing Jeld-Wen!!
We made our purchase of Premium Atlantic Vinyl sliders and windows through Home Depot. We replaced a total of 4 sliders, 9 windows, a front door and the sidelight that goes with it.
In addition to the impact products, we chose to buy 5 Jeld-Wen pre-hung solid interior doors as well.
Regarding the interior doors, we have had issues with warping and Jeld-Wen sent two replacements under warranty. labor not included I now have another interior door warping as well and that outcome is still pending.
At the time of installation, straight out of the box an impact window was defective and subsequently replaced.
Now I discovered that one of the sliders is and has been leaking and it has caused collateral damage to my wood floor and wall.
The main motivation for writing this review today has to do with how bad their customer service is. Call backs are promised and not realized. What a terrible consumer experience. I contacted Jeld-Wen July 31, 2018 and my main issue, the slider, and it has not been addressed. Each point of contact has been implemented by me and I am still awaiting a call back promised to me two days ago.
Once I learn how Jeld-Wen will respond to my current issues I will modify this review and decide if further reviews at numerous websites such as ***, *** and several others warrant doing.
Incidentally, a national chain that sells impact windows warned me of quality issues with Jeld-Wen prior to my purchase and suggested I purchase PGT windows. I chose to save money and have regretted it ever since.

The doors seemed good but we had a leak in one and it fogged up. They were very quick to offer to replace the door which was fantastic. The problem is they cancelled the installation many times which is highly frustrating and expensive as we need to travel over 500 miles to that home. The first time they shipped the wrong door, the second time it was damaged, this third time they are cancelling without explanation. They have no regard for our time.

I wish I could give them 1/2 a star! Paid $5200 for a beautiful door with sidelights. When it was unwrapped and installed, the screen door was completely broken. It took 3-4 months for a rep to come out to the house because they were insisting that they don't ship doors with screens attached. Obviously we got someone's return and it got reshipped to us, for $5200!!!It took six months for them to approve the replacement, hut when I didn't hear anything I called back, and they said because I never set up the appointment, my door was sold and they'd have to reorder another one. Appt set for two month's later, which should have been Mon, 7/23/18. I took the day off to be home, and received three phones calls and two emails confirming the appt. On Fri 7/20, I get an email and a VM telling me the tech, "couldn't find the door, so it must not have come in", and they had to call me at another time to reschedule the install. I called and emailed back with no response from ANYONE. Over a week later, I get a call that they're coming on 8/18 which means the door didn't just not come in yet, it was never ordered!!! I've three more people call me to confirm that the new date works, even though I've already confirmed it twice previously. I got annoyed with the rep who called today, and I asked, "Does your left hand know what the right is doing?" To which he replied, "Probably not." I asked if he thought that was acceptable and told him aboity experience thus far. He said, "Well, we're a big company." Are you kidding me? I told him I work for *** and that he had no idea what a big company was, and that I would never tell an unhappy client that we are, "too big to offer good service". He abrumptly told me that this was just a courtesy call to confirm my appt, that he was not in the complaint department and hung up on me!!!!! Do not, and I reapeat, do NOT do business with this company! I would never do so again.

Warning!!! - DO NOT BUY JELD-WEN products for your home! Their Warrantys are less than Four Months!!! Save your money, read through completely.
My Experience-
I ordered a Jeld -Wen Builder's Series Vinyl Sliding Patio door from Menard's. I ordered it after looking at the display on the floor and seeing that it was exactly what I needed. I ordered it in December 2017. It was delivered in January. Due to weather it was not installed until late March. It was then that I discovered that the screen door was not the same one as was on the display at the store. It was too thick for my installation. I went back to the store and the clerk at the desk told me that it was a warranty issue I had to contact Jeld-Wen. He gave me the number to contact and I called Jeld-Wen. I spoke to Haley, in Customer Service, she told me to send an email describing the problem I was having and include pictures. She assigned me a case number and said to send the email to the attention of Misty Weather who was the Warranty person and she laughed and I heard others laughing also. Thinking she was kidding me I questioned her on the name of that person. She assured me that was really her name and laughed again. She said Misty was sitting right behind her and would get back to me in a couple of days. I sent the email on May 6, 2018. Finally on Friday May 11 in the afternoon she called me and left a message that they had determined it was an installation issue and not a warranty issue so they would not cover it. I called her right back at her extension and she was not available so I got another Customer Service person. She said my case had been reviewed by the man who trains the Techs that come out to your house and he said it was an installation issue. I asked to speak to him but he would not talk to me. They finally agreed to send out a Tech in a couple of weeks, but they were sure it was an installation issue.
On June 6th the Technician came out and within five minutes of looking at it agreed with me that they sent me the wrong screen door. He told me he would call them and tell them. He called and they said even if it was the wrong door they had changed vendors and could not send me the right door. He relayed that information to me and gave me the number of the person he had talked to. It was the person who had been assigned to my case. He wrote the person's name and phone number on his card and gave it to me. The name on the card was Misty C. So I guesss I was the joke of the day for Haley and her pals. (By this time I had become frustrated with their lack of customer service and had written a letter to the Chief Operations Officer. Of course I mentioned that my case worker was Misty W. I have not received any response from that person who probably thinks I am an it.)
I called and spoke to Customer Service again I asked them why they could not fix the issue since they admitted it was not the right screen door. The lady I spoke to said that they did not change vendors very often but this year they had changed vendors twice so the display I looked at was from the old vendor and they could not get anything from them any more. She said that is why our warranties are only for two years because if we change vendors they can't get parts from them any more. She said she would be happy to send me another door but it would be the same one I had gotten with the door. She suggested I go back to Menard's and see if they would trade me the screen door I had been sent with the new door for the one on the display in the store. She said she would love to help me but she had no way to do that. Then she asked if it was okay to close the case since there was nothing she could do. I told her no I was not satisfied with their response. I was not agreeing to closing my case. She said "Well I can't keep it open forever." I told her I was not agreeing to close the case.
I went back to the store on June 1, 2018 and asked to speak to the Department Manager. She was not in so I called her next day. She took my info and said she would call Jeld-Wen. She told me that the display was not that old that it had just been changed out in January or February. It has the same screen door that the old display had, NOT the one I was sent. I called her a couple days later to see what she had learned and she told me that she had spoken to Zana at Jeld-Wen customer service ext. 4046 and she said they had the screen door that I needed and she could order it for me and it would cost me $81.00+. I asked her if they were sure it was the right screen door because last week they told me they only had one type of screen door and could not get the right one from the old vendor. Lou Ann said Zana told her it was the door I needed. I did not have her order it because if it was the wrong door then I would have two wrong doors and if it was the right door why was it costing me? Lou Ann said she had to charge me because Zana told her my door was out of warranty. So last week they did not have another screen door but they would send me the wrong door for free. But this week they do have the right screen door but I have to pay for it, and it might be the wrong door.
I went online yesterday and found a place where I could register a complaint with Jeld-Wen. The space was very limited so I could only give a brief description and ask them to call me. Today I got a call from Jeld - Wen Customer service, Matthew left a message that they could not get the right screen door for me as they did not manufacture that screen anymore. Also my door was not a manufacturing or warranty issue so they were not going to help me and my door was out of warranty. AND My claim was closed. He suggested I go to an Ace Hardware or someplace like that and maybe they could get me a screen door.
All my attempts to contact anyone at Jeld-Wen that might be interested in helping have been met with avoidance. The only numbers you can find online take you to their customer service department where they shuffle you around from agent to agent and say what ever they want just to get you off the phone. So my door was purchased on December 9, 2017, Delivered on January 19, 2018, I reported the problem in April, less than four months later and my door was out of warranty already.
Still no resolution.

DO NOT ORDER JELD -WEN. We ordered 2 swing doors, 2 sets of bifold doors (through Home Depot). It has been SIX MONTHS and still no delivery or indication of when the doors will ship. I've been in contact with a JELD -WEN rep that cannot provide any answers, much less an estimated ship date or delivery date. The doors were not custom by any means, the order was not a large order. JELD -WEN has promised numerous delivery dates and not delivered, not shipped, no explanation for delays. JELD -WEN has awful customer service. Home Depot told us to expect 4-6 week before delivery, but we are at SIX MONTHS and no doors!! JELD -WEN has not shipped the doors, not compensated for extreme delay, no one from the "company" has reached out to apologize or provide an explanation or realistic delivery expectation. TOTALLY UNACCEPTABLE!!

I had to call three times. Finally got to the right person who had a really crappy attitude. My $6000 Aurora fiberglass door with sidelights and specialty glass inserts began flaking. It isn't exposed to the elements and is obviously a manufacturing fault. Because it was out of warranty (which is also ridiculous, given the price and the benefits they claim over wood) I was told to fix it myself. Thanks for the terrible back end service. it's a shame because everyone I've shown the door to has been really impressed with the look and the fact that it isn't wood.

I ordered a custom door from Jeld-Wen through Home Depot in Brooklyn Park, MN on 4/11/2018. At the time of the original order I asked if there was any backlog with Jeld-Wen orders and was informed they had a problem last year but this year they are caught up and I should have my door by 5/17/2018. Since that time I have received 4 emails that the estimated delivery date has been extended, the most recent being today where it is now estimated to arrive on 6/5/2018. When I called their customer service number I heard nothing but excuses. I have had to reschedule install with my contractor twice now and he is on the verge of backing out entirely. This level of service and delay is unacceptable. I paid for a product now going on 5 weeks ago that I have yet to use.

I was aware of the previous bad reviews of this company but was assured by the local Jeld-wen Representative and my builder that through many business acquisitions they had improved the product. Last fall (2017) I had 14 new windows installed in a remodel and several more sash replacements installed where necessary. With the warmer weather (May 2018) I have opened the windows and the weather-stripping on most of them is falling off.
I have attempted to reach out to Jeff-wen via their website and they are not responding. The executives in Charlotte are insulated- so you cannot reach out to them. Their warranty line is grossly under-staffed so expect an extremely long hold time.
I would not recommend anyone using windows from this company.

Bought and installed some beautiful real copper clad casement windows - unbelievably beautiful - and promptly lost the crank and locking hardware! Emailed them with the problem and they call me back within a couple days and shipped out the replacement pieces. No Charge! I couldn't be happier with the quality of the window or the customer support.

The customer service of this company is beyond horrible. My case was started back in August of 2017 and I am still trying to resolved it (April 2018). There is no urgency even though I have windows leaking both water and air that won't close properly. I had to wait 4 months for the windows to be manufactured even though I was told it would be 4-6 weeks. I have nothing positive to say about this company and wish that large corporations like this didn't have such power when they clearly do not take care of customers. I also wish that I didn't have to even give this company 1 star because they don't deserve that. I don't see how this company has an A- rating when over 95% of the reviews are complaints.

There were some problems and delays regarding the French doors we ordered from Jeld-Wen through ***, but we definitely give both Jeld-Wen and *** kudos and appreciation for being honorable and making amends without us having to make any fuss or demands, which to us is a true sign of integrity for both of these entities. Unexpected and unintentional things can happen... but they both made sure we were leaving the situation behind with a sense of having confidence in doing business with both companies again.