Jeld Wen: Worst Customer Service in the Industry
GLENVIEW, ILLINOIS -- We purchased two sets of exterior French doors. The third party installer advised us the frame was "out of square" and needed to be replaced in order to look right. The installer showed us the measurements and why it could not be adjusted so that it would look right. He contacted Jeld Wen from our home to ask that a third party inspector be sent so a new frame and doors could ordered . When no one had called to come see the doors in a week despite notice that we were going on vacation and wanted some resolution to this, we began calling and complaining.
After placing multiple calls and requests for assistance on line, I was put in touch with the manager of customer service in Jeld Wen's corporate office. While the others did not timely respond, he was able to get someone to our home at the end of the week. So, we took yet another afternoon off to meet with the inspector, the installer came, the salespeople came and one more person all came to our home.
The inspector concedes that the frame is "out of square" but says if the installer shims and adjusts the doors so they are out of plumb, he thinks the frame could be improved. When the installer and others pointed out it would result in uneven seams around the doors, the Jeld Wen representative said that people would not look close enough to notice the seams were not even and that the gap was larger than 1/8 inch from bottom. When the installers said why doesn't he do it and show them how such an installation would look right, he said he could send someone else to help after he writes his report and discusses it with Jeld Wen. When we and the installers said we need a decision and resolution by Monday, the latest, he said it would take at least a week to get a decision and then likely another 2 weeks to get a technician out. Best case scenario, I'm told in another 6 weeks, I may have a resolution or get new doors ordered which take another 5 weeks or so. In the meantime, I have awful-looking, unpainted, crooked, poorly trimmed doors for all to see.
I feel that Jeld Wen's business model of sending random third party installers, inspectors and technicians is not good customer service because no one who comes to your home can make a decision and after more than 9 weeks from the date of our order, we at still another couple months away from a completed installation.
When discussing our experience with others, it appears we are not the first to have this problem..... And from the conversations with the installers and the sales office, everyone thinks it should be obvious that a new frame and doors should be sent because apparently it's difficult to ship just a frame and keep it square... So now we still have to wait for a decision, then wait for yet another third party technician to be sent out. It's my opinion, it's untenable to make people wait 9-12or 17 or more weeks to get two doors properly installed.