CHARLOTTE, NORTH CAROLINA -- I had 4 Jeld-Wen windows, double hung, vinyl outside and wood clad inside, installed about 1 1/2 years ago. From the very beginning, they were not right. The first night we could hear traffic as if the windows were open. A company person came pretty quickly, made a few changes and pronounced them 'fixed'. We could still hear the wind blow through the windows. When I closed the latch, it did not pull the window tight together like other windows. I contacted customer service who sent a contract company out to make some more adjustments.
Then fall came and I started seeing moisture on the windows every morning. I could still feel air coming from somewhere. When I contacted customer service again, they claimed that new windows would have moisture on them if the shades were drawn and the air was stagnant. I have a fan running constantly moving air about and it didn't make a difference. They sent someone out again who made a few more adjustments. Then customer service called wanting to close out the service ticket. They insisted the case closed.
I let it go all summer. Now fall is here, it snowed the other day and the wind is blowing. I have sealed every crack I could think of where air would come in. The only place left is the windows. Moisture was on my windows the other morning and I can feel cold air coming from the window at the bottom sash and where the upper and lower come together. Plus the windows are cold.
I have two Andersen replacement windows and do not have any trouble with them. Plus, I have talked to two other people who have the same type window (double hung, vinyl outside wood inside) who also have the same complaints. The only conclusion I have is that these are junk. Now I am stuck with windows that are worse than what I had before and it will cost me thousands to have them replaced. All I can say is I have 16 more windows to replace in my house and there will not be another Jeld-Wen window.
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.
FORT WORTH, TEXAS -- I bought the doors in September. They leaked day 1 because the factory installed the weather stripping too short. In addition they omitted a critical part of the door, so I have a gap in the bottom of the door where the two doors meet… I have a towel in the bottom to keep out the cold air. THEN mid October the blinds broke! Not even 60 days old.
The repair department has been horrible, won't schedule a repair… just the old run around. Won't respond to my e-mails, or my calls. I have to go through a customer service contact, who won't contact the service department! HORRIBLE SITUATION. They have my money and I have ** for doors.
I WILL NEVER BUY ANOTHER JELD-WEN PRODUCT AGAIN. This is November, bought the doors in September still trying to get them to honor their "10 year warranty". Maybe they are trying to wait until the warranty expires before I get what I paid for! I would give them 0 stars, but that is not an option.
MONTANTA -- Last year we purchased a custom home that was constructed in 2003/2004. The home had Jeld-Wen wood clad windows throughout and as it turns out, these windows are pretty much junk. The weatherstripping around the windows has cracked and separated on many of the windows, the gas seals have failed on approximately half of the windows, compromising the vapor space and allowing moisture build-up inside those windows, and the Hartford green aluminum frames have turned chalky/milky in color.
Since February of this year I have tried to work with Jeld-Wen's 'customer service', and their area representative to fix the window problems. They have given me nothing but headaches, saying everything from "those aren't our windows" (it took two months for them to admit they were their windows) to "our second-owner warranty didn't take effect until a few months after the windows were purchased". They have done everything in their power to NOT stand by their products and the customer service is everything but service.
In their defense, after three months, numerous emails and photos, and a dozen phone calls, they did send out some replacement weather stripping for me to install. It was the wrong weather stripping and for a different style window and it has been weeks since I sent them an email advising them of this. They have yet to even respond back to the email.
Well, after 9 (nine) months of frustration with Jeld-Wen, their poor products and no customer service, it looks like I will need to replace all the Jeld-Wen windows in the home without a bit of help from them. The one thing I am certain of is that I will never have another Jeld-Wen product and I caution everyone to look closely at their products. There are a lot better windows out their on the market for the same or less money.
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 9-12 or 17 or more weeks to get two doors properly installed.
LAFAYETTE, LOUISIANA -- Occasionally I check website product reviews for products my company handles to see what consumers have to say. A consumer is often more likely motivated to post complaints rather than compliments. In regards to windows, I have had 30 years experience from using as a contractor to selling as a distributor and now selling as a retailer. As I read these reviews I notice that many complaints are more centered around what is perceived as a product problem when in fact it is the result of dealing with inexperienced dealers or service people and contractors who cannot properly identify a problem.
That being said, it is a lesson worth noting to find a real specialty shop where a real professional who knows what he is talking about can guide you through choosing, fitting and installing your windows. Since 1960 my company has been a dealer for Andersen, Weathershield, Pella, Vetter, Ideal, Hurd, Kolbe-Kolbe and other wood windows not mentioning vinyl. Since 2004 when Jeld-Wen introduced their no rot AuraLast wood we have been exclusive Jeld-Wen dealers. We have not had one rotting issue with a wood window since then. Rotting wood windows was a plague in the South where I live. No more.
Not only has Jeld-Wen been the best window product we have ever handled, they have continued to grow and innovate to meet our needs for commercial projects as well. Our architects love them for their longevity. Take it from someone who knows and has seen them all and remember to take a good hard look at the dealer you are working with. Check them out carefully before you buy. You will be much more satisfied in the end.
BEND, OREGON -- We did a massive overhaul of our house in 2006-2007. Thought we were doing all the right things. Our contractor recommended Jeld-Wen for our door and windows, suggesting a very good quality product at a lower price. Wow, not even close. Very poor quality. There are tons of problems with windows and doors, the worst of which is drafts. How every single brand new window and door can produce a draft is beyond me. And we are talking about drafts from every conceivable area of the window.
I've done my best to add additional weather stripping, but that doesn't even begin to stop the leakage. Just after our addition was completed, we came across a review of our windows in Consumer Reports. CR slammed these windows as inferior, poor quality windows. I am angry at my contractor for his recommendation. I am more angry at Jeld-Wen for producing such a crappy product in the marketplace.
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.
NEW YORK -- We ordered Jeld-Wen replacement windows through Lowe's. Although it was not the brand we initially wanted (classic bait-and-switch) we had seen enough favorable reviews to go along with this brand. Huge error. We ordered vinyl replacement windows that were white on the interior and red on the exterior. The panes were supposed to be two over two.
When the windows were delivered, two were completely the wrong size and had to be returned. Others were three over three and not two over two. Many had scratches on the glass and red paint sprayed on the interior portions. The mulling of the frames was sloppy and uneven. Some of the vinyl had cuts or seams where none should be. Out of 17 windows, 14 had screens that were half and inch too short, leaving an ugly gap at the top of each. How did these things even leave the factory?
The installer did his best and we were told that Jeld-Wen would send a representative out with replacement glass with the correct (two-over-two) panes. We were told this would be expedited. It was not. They took their sweet time with this. Weeks later the Jeld-Wen representative arrived with the replacement glass, six panes. This time, only three of the six were correct two-over-two. The others were four-over-four.
No one at the factory had bothered to look at the order. And the representative did not even look at what he loaded onto the truck. Lowe's blames Jeld-Wen and Jeld-Wen blames Lowe's. They still have not addressed the other problems and there is no telling when the correct size screens will arrive let alone when the three remaining panes will be ready. As for the piss-poor mulling, the representative said that that was "normal." Stay away from Jeld-Wen and DO NOT order any windows through Lowe's.
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!