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.
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.
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.
CHARLOTTE, MINNESOTA -- Custom-ordered a patio door which cost 3x the price of an "in-stock" door. It took JELD-WEN 3 weeks to make it. Door was delivered to the house where the install took place. JELD-WEN forgot to make the screen I put on the order and did not assemble or finish the secondary lock mechanism I ordered as well. They literally just stopped building the door and sent it out for delivery.
I'm going on a week and a half now with the Warranty Department about the issue and nothing has been done so far. It has taken them 4 days just to send out a preliminary warranty email with no action taken so far. I've been left in the dark about every aspect of their warranty process, time it will take to remedy the problem, and compensation for all the issues. I've had to spend over 6 hours myself trying to help my client with all the problems JELD-WEN has caused both of us. I'm never doing business with this company again.
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.