We installed Jeld-Wen Tilt N Turn windows throughout our new construction home. One year later all the windows facing north are growing mold between the window that opens inward and the frame. I called, sent pictures, and waited over a month for someone to call to set up an appointment and another 2 weeks for someone to come out and look at it.
They told me it's not covered because we are missing weather stripping. I went to Hines Lumber, where we purchased them from, and compared the display to our windows. We are NOT missing weather stripping. I have called every day, left messages everyday, to get a copy of the report, and to get this resolved. Three months later still nothing.
CHAROLETTE, NORTH CAROLINA -- Purchased JELD-WEN French patio door about October 2014. Was supposed to be primed when we purchased it and was suppose to be their Everlast series. We installed the door about November 2014, and painted it couple days later. On September 28th of 2016, found water damage at threshold on the outside. It took JELD-WEN over a month to send someone out to look at door. But had asked for a picture prior to sending someone out. Then stated that the damage was not covered under warranty as it was normal rot. Then tried to cover that up by stating that door was not painted nor properly installed. When the Tech looked at the door, he stated that it was not normal rot.
As of this date, I still have nothing in writing, nor have I received a copy of the report for the Tech that did look at the door. JELD-WEN does not stand behind their products. Even their website states the door is Rot resistant and Lifetime warranty against rot. All LIES!!!
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 thought I was purchasing 2 patio doors that gave me the privacy I needed in my bedroom, but that isn't the case. With the blinds inside the door closed you can look right into my bedroom on either side and see me when I'm in bed. I spoke with Jenni in customer Service and emailed her pictures as requested. She said the blinds were within their limit of 3/8". They are actually more than 3/8". She left me a voicemail stating they were okay.
I get so mad everytime I look at my bedroom door and wish I had stopped payment until it was corrected. Now I can't raise or lower the blinds in the kitchen patio door. I will never buy any of their products again and any time I have a chance to do so, I will give my honest opinion on my experience with Jen-Weld. Rating: No Stars! COMMENT: BUYER BEWARE!!!
Had a Jeld-Wen door installed that began warping so badly we couldn't use the deadbolt. Provided Jeld-Wen with photos and a copy of the original receipt; they took 2 months to get us scheduled, then canceled the replacement install the day before it was to take place. Rescheduled for a month later, same thing happened. On the third try -- over three months after we first scheduled the replacement -- they actually showed up, but the installer damaged the hinges and dinged the finish on the door.
Customer service promised a refund. Got snippy when I called 2 weeks later to follow up. Said a "store credit" was issued at the store where we had bought the door, but the store knew nothing about it. Took another week and contacting the BBB to get the refund they promised. Whole process? 8-9 months.
SPOKANE, WASHINGTON -- The original windows were installed in 1999 and most of the seals failed. It appears they had a bad glue during that time and offered to replace them which they did. I've replaced 95% of the windows and now the replacement window seals are failing. I called Jeld-Wen and since I was the third owner on the home they told me they would no longer offer any replacements. I asked them why the replacement windows were failing and they told me that the weather in my area (hot in the summer and cold in the winter) was an issue with their product.
I must assume that they are selling a product in a geographic area that their product wasn't meant to be in. All I can say, DON'T buy this product if you're in a geographical area that has extreme swings in temperature. I now have at least 5 windows that need replacing and I'm not looking to Jeld-Wen to help me because they won't.
NEW CASTLE, INDIANA -- I can only wish I believed the negative reviews, but having had a couple of Jeld-Wen doors before, I made a custom order for a pricey french door and of course it showed up horrible. I made a deal with Lowe's to keep it at a discount even though it had many "touch up" areas that looked like a five year old wearing a blindfold, had colored over the marks on the door, in giant blobs of color that didn't match the wood tone of the door. Once installed, it became apparent that much more was wrong.
Missing parts, screws installed so crooked that the protruding heads cause the doors to bind on closure. Screws removed, we waited for Lowe's to reorder, only to find that Jeld-Wen refuses to warranty the door, despite the cosmetic, function and incomplete status of the door. I now have a house completely populated with Jeld-Wen doors that I cannot be proud of, having learned a lot about the company during the one correspondence I had with them, ever. They could not care less about me, my experience, my home, my money or my satisfaction.
This is the first time I ever got online to complain about any company, but people need to know this company just wants your initial order. They don't care about you after that. Not even enough to have a civil conversation with you, from their "Customer Service" team. Pitiful! They should be ashamed, but they are not. They have our money, and don't have to do anything to make us happy or give us what we PAID FOR. I'll probably pull all the doors out, and go to Anderson, who took excellent care of me when I had a minor window problem, 6 YEARS after my house was built.
OREGON -- I ordered a very large custom $2000 window for the front of my home from JELD-WEN through Home Depot. On the order it specifically says "Please rush order as customer is on time constraint." Fidelitone was given the task of delivering the window from Hayward to San Mateo, about three miles across the San Mateo bridge. Instead of coming straight to San Mateo with such a delicate item, the truck went to San Jose to make deliveries first, perhaps trying to avoid a $5 bridge toll. The truck arrived in San Mateo one hour late with a four-hour delivery window. Apparently something sharp struck it.
Accidents happen, but there was no compassion. A Hispanic male said it would do no good to complain because he was leaving the company in a couple of days. When departing he called me "Bro." He seemed to think my distress was funny.
I found the whole experience degrading and unprofessional. I suggest using a more professional delivery service. I stopped in at Home Depot this morning and spoke with a manager who called JELD-WEN Windows. I have been told JELD-WEN is aware of the accident and "will give me priority" making a new window. I suppose that means I will have wait another five weeks for delivery that I should already have. Home Depot does not allow return of custom merchandise. In sum, not professional at all, but either the manufacturer or delivery service.
KLAMATH FALLS, OREGON -- Ordered a sliding glass door. It had to be special order because it was almond. They wanted paid in advance. About two weeks later I was told it was in at ProBuild and to pick it up. I arrived to find a door with a split in the side vinyl frame near the top corner. Along the top there was a 4 to 5 inch piece missing, also a lot of scratches on the door. It had obviously been dropped. I pointed this out to ProBuild. They took pictures and called Jeld-Wen.
After about 30 minutes Jeld-Wen called back and said I had paid in advance. They would not refund the money as it was a special order. ProBuild said they had no recourse. They felt I should take the door and work with customer service. I tried that. Jeld-Wen wanted all the numbers off the door. I sent them. They would contact me in two days. Never happened. Three weeks later I am stuck with a damaged door. Beware of this company.
KANSAS CITY, KANSAS -- I spoke to Vanessa who was supposed to find our order and send it over to the scheduling department. She took very long pauses without speaking to me without telling me what was going on or that she'd be right back. That seemed like not very good service but I continued.
When she finally, with a huff, found our order and sent it over, she let me know it could be 3-5 days for them to call me. I mentioned that, that is disappointing. She did a short sarcastic laugh and said "Why?" I said, "Because our work is halted until this is resolved." She responded with another sarcastic laugh, and said that It could even be a month before they're able to come look at it. Not helpful, and obviously did not care about the inconvenience. The windows were installed correctly but won't open well, they catch on the hardware of the window lock. Would not recommend them for customer service.