KLAMATH FALLS, OREGON -- I purchased a JELD-WEN fiberglass exterior front door from Bay Area Molding & Door which installed the door for me in July 2013. The main reason why I chose this door was for its durability and resistance to sunshine, and Brian of Bay Area Molding & Door told me the door was one of the strongest doors on the market at that time.
When my wife was cleaning the door in July 2015, she found a hole on the raised molding toward the bottom of this door (see attached photos). Not knowing what caused the hole on the door, we were surprised to see the raised molding was hollow and partially filled with some plastic material. I reported this problem to Brian at Bay Area Molding & Door who in turn reported it to the JELD-WEN warranty department.
It took almost 3 months for Brian to get an answer from the JELD-WEN warranty department which believed that the damage did not qualify for repair under the warranty. My main concern is the quality and the hollowness of the raised molding that was not properly built to support an impact to this area. Actually, we would not even know the raised molding is hollow if the door was not broken.
Due to the irresponsible and delayed customer service provided by Bay Area Molding, I decided to file a service request to JELD-WEN directly on its website on 10/18. On 10/26, I received a voice message from Angie ** of JELD-WEN's warranty department that said she had told Bay Area Molding this issue was caused by the customer and it was not a warranty issue. She closed the case without discussing it with me in person. I wrote her an email to explain my view of this quality issue. Since I did not receive a reply from her, I called and left a message to ask to speak to Ms. **'s manager on 10/28.
Finally, I got a voice message from Ms. ** who again said this was not a warranty issue but her manager was willing to give me 15% discount if I wanted to purchase a door slab from JELD-WEN. I replied to her email and asked her if she and JELD-WEN would consider the hollow molding doors their regular and properly built products.
On 10/29, I received a phone call from Ms. **'s manager who told me the raised molding was by design, and he would not honor its warranty, and there was nothing he could do. The hollowness is “By Design”, REALLY? To confirm, my wife discussed with a JELD-WEN customer sales representative on 11/2, and the sales representative double-checked with her colleague and confirmed the raised molding is solid and should not be hollow. What a tricky JELD-WEN, the molding is solid during presale, and after sale it became “hollow by design”.
At this point, I finally realize that JELD-WEN, a top brand in the doors and windows industry, is not willing to stand behind their products. I spent $8K on this door. If the door were not broken, I would not even know the raised molding is hollow. I think if the molding were filled with solid support, the impact to this door would be just a dent instead of a broken hole. Actually, due to this problem, I suspect the door may be hollow in other areas as well. I would strongly recommend NOT purchasing any JELD-WEN doors or windows if you are concerned with product quality, services, and warranty. Don't be fooled by the big name.
ABINGDON, MARYLAND -- I purchased a set of Jeld-Wen French doors in 2011 from Lowe's in Abingdon and now in 2015, I noticed mold and wood rot around the bottom of the doors. I opened a claim with Jeld-Wen customer service and sent them pictures. They replied back closing the claim saying that the doors needed to be cleaned and professionally caulk once a year to maintain the warranty. The Customer service person was extremely rude and told me to get a lawyer if I wanted to because I was stuck with the doors.
I am in the process of asking Lowe's to help me out and my homeowners insurance to file a claim. Is there anybody out there that can help customers get the proper service and respect they deserve? We pay high prices for this POOR Quality doors and windows. PLEASE HELP.
CINCINNATI, OHIO -- Custom ordered a sliding door. Seal is short. Door leaks. Molding is cracked. Trim piece is cracked. Rubber door stops are missing. Filed a complaint on November 9th. After 8 phone calls, service tech is supposed to come out January 18th. In the meantime, my door LEAKS.
KLAMATH FALLS, OREGON -- Special order window was delivered with inside sash missing (piece replaced by Home Depot, without involving JW) and outside trim missing. Jeld Wen customer service insisted that's the way the window was supposed to be despite seeing pictures (see attached) of the defective part. All I wanted was a piece of trim to install myself.... Stay away from this company. If I could give negative stars I would!
SAN DIEGO, CALIFORNIA -- I custom-ordered a Jeld-Wen sliding glass door from Home Depot. After my professional installers installed the door to get it perfectly squared and aligned, it became evident that the door was a manufacturing defect and was bent in the middle frame. The sliding door would not close. I immediately contacted Jeld-Wen customer service and told them of the problem. They said it would take one month before someone from their company could come and take a look. My house is located only 1/4 of a mile from their manufacturing plant! I contacted Home Depot to complain and to put pressure on Jeld-Wen.
Home Depot dispatched their local Jeld-Wen representative 7 days later, who tried to deny that it was a defect. I hired 3 different professional contractors who all said that the door is clearly and undeniably a manufacturing defect and showed me that the defect was clearly visible to the naked eye. Again, Jeld-Wen AND Home Depot tried to deny it. I threatened a lawsuit after which Jeld-Wen sent another tech, (one month later!) who had no choice but to finally admit that it was a defective door because I had shared with him the findings of 3 independent contractors.
This company's management and customer service is rude. They don't care, they are dishonest about their defective materials, they are unreasonably slow to act, and their products are absolutely junk. You get what you pay for! Spend a few bucks more and get something decent like an Andersen door. I have lost double the value of the door in the 2 months it is taking to repair my door under their worthless warranty, and by the way, they still have not actually repaired it! I'm still waiting! Don't, for a moment, think this will not happen to you. It will.
I lost 2 willing buyers for my vacant home because my house had a 9ft x 9ft gaping hole in it for nearly 2 months, waiting for Jeld-Wen. I also lost 2 months of mortgage payments waiting for them to repair the door, while the house had to sit empty. So much for saving a buck. I tried to save a few hundred dollars buying a Jeld-Wen door. Instead, I lost over $7,000.00 in the damage they caused me not to mention a tremendous amount of aggravation!
HAWKINS, WISCONSIN -- I placed an order for replacement window thermal pane glass through Jaimie at Hawkins, WI location. My original windows are Caradco, but have been sold as Jeld-Wen since 1997. I also needed the removable wooden grille for another window. My order arrived as promised, but the wooden grille pieces are not the same as the original. I had explained to Jaimie that the window is 22 years old and was originally Caradco. She must, or should have known, that the grille pieces she sent me would not match the ones I already had. They are wider than the original and it is noticeable. I called to ask for the 5/8 width rather than the 7/8 she had sent.
At this point, I was unable to reach Jaimie. I left three voicemails, and wrote an email. The automated message had not been updated, and kept recycling without any response to the prompts it instructed, just the same instructions over and over, with nobody answering the phone in Hawkins, Wisconsin. Still no response after three days of trying. I have never known a company that fails to answer the phone. I finally called the corporate office in Klamath Falls, Oregon and was given the customer service head of department, Mr. Robert **. I will update if he calls me back. The person who answered said she had tracked him down, but when she put me through it went to voicemail!
I called the Klamath Falls switchboard again and she routed me to Jackie in windows. I asked if I could return the grilles because they cost $35. She snickered and said I should just donate them! How's that for customer service? Still waiting on Mr. **. I believe Jaimie knew she sold me something other than I wanted in the grilles and that's the reason she won't return my calls or email.
NEBRASKA -- Ordered JELD-WEN custom sized replacement patio door from Menard's on 30 Jan 2015 as the manufacturer we preferred did not make a hinged, swinging door to the specifications we needed. The delivery was delayed on backorder for 6 weeks. Upon arrival, Menard's receiving department determined the screen door was damaged (large gaping hole that went entirely through the cardboard enclosing the screen was the clue). Menard's held the door while a replacement screen was provided.
Once the screen arrived and our installer was able to do the job, he discovered that the door itself had been damaged by strapping bands that cut into the interior wood of the door (exterior is metal-clad). There were other irreparable gouges to the wood as well. Also, the door had been manufactured with a new construction flange, which not only wasn't needed, but also made the sizing wrong.
Another several weeks wait followed to receive a replacement door to go along with the previously replaced swinging screen. Once delivered, our installer found that the replacement door was not manufactured for a swinging screen door; it was made for a sliding screen. Apparently before shipment from the factory, no one realized that the sticker affixed to the glass, which clearly says "DR SWINGING", really meant swinging door. Also, the replacement had scratches in the wood and a few soft dents, and once installed the fixed window and swinging door sides both slant down an eight of an inch from the center hinge point, creating a noticeable bow.
At this point, we began contacting the JELD-WEN local representative who authorized a JELD-WEN technician to retrofit the exterior of the door for a swinging screen door. It took over a month for the technician to be scheduled and after working for 45 minutes, the technician discovered that a piece required to install the swinging screen door was missing. This required another month's wait for the piece to be provided and for the technician to return.
Installation was supposedly finished on 4 Aug 2015, more than 6 months after the initial order was submitted. We have since had water on the inside of the swinging door at the lower hinge following a rainstorm and discovered that two screws on the outside of the door frame for the swinging door are missing, even after the technician's visits.
SANTA CLARITA, CALIFORNIA -- As a remodeling contractor, I have install many doors and windows. The last couple of years the Jeldwen Doors and Windows seemed to be pushing their promotions on to my supplier and so I allowed my clients to try them. Unfortunately, unlike the other door and window manufacturers, when there is a problem, they take months to send out a service person and in the last case they only partially fixed their problem.
Again my clients are waiting for them to return with the right hardware. They must have a lot of problems as I can never get a hold of their customer service person as I am always directed to his voicemail. I would not recommend these windows or doors to my clients, and if they choose them I will have them sign a waiver of responsibility.
TOPEKA, KANSAS -- We decided to replace a 50 year old door after a house fire with a Jeld Wen door. We paid quite a bit for the door, and was assured it was a great door. It is unless it's exposed to sunlight. Then, not so much. Customer service suggested we "build an overhang on our house" to assure the door would be protected from sunlight. Seriously? I can only say this, you are better off with no door than a Jeld Wen. They are trying to pass the buck on to Lowe's, to make them accountable for their products defects. Lowe's is being great, but needless to say, we will never buy another Jeld Wen product.
MATTHEWS, NORTH CAROLINA -- Purchased a brand new home in 2006. The builder used JELD-WEN single hung loe2 windows. There now seems to be a failure of the loe2 in the living room window. These windows have a lifetime warranty, which I believe they are trying to get out of. They asked for photos, I sent them along with the markings on the window which denotes when they were bought. I am now told "how do we know it is a JELD-WEN window". I supplied a customer # from a previous problem with another window, they had come here and fixed the lock since I could not get the window open. So how they ask about it being a JELD-WEN window is beyond me.
They are now asking me for purchase information... How would I have that, I did not buy the windows, the builder did. They told me to contact the builder. What would I do if the builder was out of business or doesn't give me the information. They told me I would have to pay $84.00 for someone to come here and look at the windows. I am getting the run around since I believe they do not want to honor the lifetime warranty. I am still waiting for an answer from them, but they could care less and their emails indicate this. Too much aggravation. Stay away from the windows and a home that has them. This house has 29 windows, a lot to replace.