NORFOLK, VIRGINIA -- I have severe damage from Hurricane Matthew 2016. I had just finished repairing the walls, ceilings and floors of my home and ordered new sliding glass doors Jeld-Wen 4500 series with a DP rating of 65. I didn't want to have any chance of water coming through my doors again and ruin all the hard work that was put into repairing my historic home. I did all my research, for about 6 months, before I decided that these doors, on paper, were the best doors for my situation. Day two after install, we had a very light wind and rain and water came pouring through and filled up the track system, which slowly leaked back out over a 12 hour period.
Long story short, several calls, emails and tech came out, I just received a call and email from Jeld-Wen stating the fact that these doors are performing as they should and case is closed. Suzanne, from Jeld-Wen customer service says, “These doors are designed to allow water in, fill up the track system and let the water back out through weep holes”.
It's a great design for the track system, should you have a leaky door. However, I did not order, nor does it state ANYWHERE on the product of this door about allowing water in? She said there is nothing I can do until the water comes over the track system (onto my new antique reclaimed) hardwood floors, which were super expensive!!! I am in desperate need of help here!! Super rude to me!!! She said this is a classic case of buyer's remorse??? I told her this is a classic case of false advertisement!!!
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.
I've been in the building industry for over 30 years and have been unfortunate enough to have to deal with JELD-WEN on multiple instances.Their customer service department rates a "0" on a 1-10 scale, as it's taken weeks upon weeks to get quotes and if there's an issue with one of their products on the job site, you may as well buy a replacement (from another brand). From what it appears, once you buy a JELD-WEN product, it's yours and you get to deal with any consequences that the product(s) may have. If you need a door, window or anything else for that matter, make sure that JELD-WEN is your LAST CHOICE while choosing your products.
POULSBO, WASHINGTON -- Ordered a set of closet doors with a frosted glass, basically two doors 2'-6”x 80” from Jeld-Wen Moda collection. Ordered through Home Depot on Aug 22, 2017 received the set on October 5 but they shipped me one frosted glass and one clear glass. Had to return clear glass door and was promised they ship another out in two weeks.
It's now November 20, 2017 and I'm still waiting and still no real delivery date. I've gotten every excuse in the book from this unorganized lackluster of company that is Jeld-Wen. Lesson learned! Stay clear of doors and all other products from this company.
SYRACUSE, NEW YORK -- This company is nothing but horrible, selling expensive doors with no after buying capable service. At the beginning when the door was shipped it was damaged and I did call immediately and it took weeks of negotiation to be able to return back and fix it, after about 2 years (warranty is 5 years). I noticed some damage on the door and after a waiting time they sent me somebody who has nothing to do with door painting but he is mainly a lock Smith to fix it. I was choked.
4 years later, I noticed more damage to the door and I asked them if they have any of local dealers willing to restain it and I will pay for it and that I just need the experience and the answer is that it is my responsibility to take care of it and I did try to order the same stain and I was sent the very wrong one, MY ADVICE TO ANY CUSTOMER - DON'T EVER BUY ANY OF THEIR PRODUCTS. Once you buy an expensive door like mine you are stuck with no service after. This company should designated dealers for servicing their doors in different state and not only to sell these expensive doors and then you are stuck with it. Terrible terrible company.
Jeld-Wen has the absolute worst customer service I've ever dealt with. We have a casement window at ground level that was broken when our lawnmower kicked out a rock at it and it broke. The entire saga of dealing with Jeld-Wen has been horrendous! Their telephone service personnel don't know their own products. They show little to no concern for the customer and never follow up or carry out the tasks they say they will do. This includes calling or emailing when they have scheduled your appointment or email back a reply to a question. You have to initiate any and all communication with them.
Plus, once the service tech finally got the right window here to actually replace (on the second try), he didn't have all the required parts to complete the job. I watched him take pictures of the replacement parts needed and then send the photos and email to get them to send the parts to me directly.
After waiting three weeks, I decided to call them once again to see where the parts were. Not surprisingly, they still had not taken any action to get those two small parts to me. The person I talked to then read the email from the tech and placed the order at that time. The parts arrived two days and as expected, they were once again the wrong parts. So, I have now found a website on my own that has the correct parts I need and will get them myself and install them. I will never get any Jeld-Wen product ever again nor recommend them to anyone that ever asks me. WORST. CUSTOMER. SERVICE. EVER!!!
NORTH CAROLINA -- The door arrived incomplete missing the screw plugs a simple minor part, but customer service is making a big deal about it. They told me I can buy more on their site and sent me the paint code for the "bisque" color it was painted at the factory. It's incomplete. Why should I have to buy plugs and paint and then paint them? They have a pompous attitude and could care less that I spent $2k for this treatment. Besides, I will never buy from them again and will tell everybody that will listen to me how horrible the company and their product is.
I ordered 4 doors including a French patio door through Home Depot. The doors arrived and were delivered by contractors hired by Home Depot. The delivery guys dropped the French patio doors from the truck down to their tailgate. Unbelievable the doors survived the fall but there were absolutely no installation materials whatsoever. I had no doors because my install guys had already removed old door frames and doors. JELD-WEN said they would overnight hardware but sent only two striker plates and still did not send sill bolt retainer.
Home Depot customer service contacted JELD-WEN customer service and they said they did not know what a sill bolt retainer was even though it is listed as a necessary part to secure the French patio doors. It should be installed in the hole in the sill to receive the sill bolt to hold the inactive door closed when not in use. In addition, I ordered the four doors with locksets which also were curiously not received with the doors.
After numerous contacts with both Home Depot and JELD-WEN customer service they agreed to issue credit for missing parts but as of this date no credit has been issued and it has been more than a month. I would avoid ordering JELD-WEN doors from Home Depot or anywhere else if NOT absolutely necessary. Customer service is absolutely aloof! Home Depot in my opinion is helpless!
HOUSTON, TEXAS -- I purchased a townhouse under construction from a small customer builder. Throughout the townhouse the builder installed Jeld-Wen vinyl low E windows. 17 Years later I noticed the glass had a blue halo effect on all 4 sides that was only visible when the sun hit the glass; this was true with all windows.
I contacted their Customer Service Department and they scheduled an inspector to visit the townhouse. He agreed the glass was bad and they agreed to replace all the glass. Unfortunately this model window was discontinued so they had to manufacture the glass. When they finally replaced the glass, they also replaced all the weather-stripping. The only cost to me was the labor which was extremely reasonable considering it took two men a day and a half to complete the job. If I ever build a home, I will specify Jeld-Wen windows.