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.
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.
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.
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!!!
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.
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.
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.
LAS VEGAS, NEVADA -- Regret ever having bought these doors. The first time it rained, they leaked water into our living room. We called Lowe's, and they turned it over to Jeld-Wen. Bottom line is this: that first call was made at the end of July, and today is Sep 11. I called them again on 9/9 and they told me they had a service call scheduled for 9/26. Fortunately for us, we live in the Las Vegas area, so we have not had any rain in the past 3 weeks. If you want reliability and service, look elsewhere.