SAN DIEGO, CALIFORNIA -- I custom-ordered a Jeld-Wen sliding glass door from Home Depot. After my professional installers installed the door to get it perfectly squared and aligned, it became evident that the door was a manufacturing defect and was bent in the middle frame. The sliding door would not close. I immediately contacted Jeld-Wen customer service and told them of the problem. They said it would take one month before someone from their company could come and take a look. My house is located only 1/4 of a mile from their manufacturing plant! I contacted Home Depot to complain and to put pressure on Jeld-Wen.
Home Depot dispatched their local Jeld-Wen representative 7 days later, who tried to deny that it was a defect. I hired 3 different professional contractors who all said that the door is clearly and undeniably a manufacturing defect and showed me that the defect was clearly visible to the naked eye. Again, Jeld-Wen AND Home Depot tried to deny it. I threatened a lawsuit after which Jeld-Wen sent another tech, (one month later!) who had no choice but to finally admit that it was a defective door because I had shared with him the findings of 3 independent contractors.
This company's management and customer service is rude. They don't care, they are dishonest about their defective materials, they are unreasonably slow to act, and their products are absolutely junk. You get what you pay for! Spend a few bucks more and get something decent like an Andersen door. I have lost double the value of the door in the 2 months it is taking to repair my door under their worthless warranty, and by the way, they still have not actually repaired it! I'm still waiting! Don't, for a moment, think this will not happen to you. It will.
I lost 2 willing buyers for my vacant home because my house had a 9ft x 9ft gaping hole in it for nearly 2 months, waiting for Jeld-Wen. I also lost 2 months of mortgage payments waiting for them to repair the door, while the house had to sit empty. So much for saving a buck. I tried to save a few hundred dollars buying a Jeld-Wen door. Instead, I lost over $7,000.00 in the damage they caused me not to mention a tremendous amount of aggravation!
NEBRASKA -- Ordered JELD-WEN custom sized replacement patio door from Menard's on 30 Jan 2015 as the manufacturer we preferred did not make a hinged, swinging door to the specifications we needed. The delivery was delayed on backorder for 6 weeks. Upon arrival, Menard's receiving department determined the screen door was damaged (large gaping hole that went entirely through the cardboard enclosing the screen was the clue). Menard's held the door while a replacement screen was provided.
Once the screen arrived and our installer was able to do the job, he discovered that the door itself had been damaged by strapping bands that cut into the interior wood of the door (exterior is metal-clad). There were other irreparable gouges to the wood as well. Also, the door had been manufactured with a new construction flange, which not only wasn't needed, but also made the sizing wrong.
Another several weeks wait followed to receive a replacement door to go along with the previously replaced swinging screen. Once delivered, our installer found that the replacement door was not manufactured for a swinging screen door; it was made for a sliding screen. Apparently before shipment from the factory, no one realized that the sticker affixed to the glass, which clearly says "DR SWINGING", really meant swinging door. Also, the replacement had scratches in the wood and a few soft dents, and once installed the fixed window and swinging door sides both slant down an eight of an inch from the center hinge point, creating a noticeable bow.
At this point, we began contacting the JELD-WEN local representative who authorized a JELD-WEN technician to retrofit the exterior of the door for a swinging screen door. It took over a month for the technician to be scheduled and after working for 45 minutes, the technician discovered that a piece required to install the swinging screen door was missing. This required another month's wait for the piece to be provided and for the technician to return.
Installation was supposedly finished on 4 Aug 2015, more than 6 months after the initial order was submitted. We have since had water on the inside of the swinging door at the lower hinge following a rainstorm and discovered that two screws on the outside of the door frame for the swinging door are missing, even after the technician's visits.
WESTMORELAND, NEW YORK -- I purchased a Jeld-Wen French Screen set patio door through Home Depot in Sept. of 2009. Actually my contractor made the selection.The door was installed with no problem. It looked very attractive and seemed to fulfill the purpose. I noticed in the spring of 2013 that the door appeared to be rotting at the base where it met the frame. I called Jeld-Wen customer service. I was told there was no warranty of the door as far as rotting. If I wanted to replace it I should upgrade to a door with treated lumber in order to avoid the problem in the future. Who would have thought a door less than five years old would rot.
This spring when I returned home the door would not even open. When it dried out (in June) I was able to open it. I am trying to repair it myself using epoxy. The rot extended up as far as the first hinge so I now have a hole in the door exposing the styrofoam insulation. There will need to be some wood inserted in order to hold the epoxy. If I am unable to do the repair I considered calling the company to ask if they would sell just one side of the door replacement.
After reading of all the trouble others have had with this company I have to agree their product is junk, their customer service, anything but, and the best thing to do is buy another manufacturer's product. This door was over $1000.00. Not a cheap door. The one it replaced had been in for about 35 years with no problems. I just wanted the French door look. A very poor, expensive, frustrating decision on my part. Do not even consider Jeld-Wen products unless you want headaches and crappy products.
The windows are nice – the customer service is the worst I've ever encountered! If you buy from them, you better hope there's never a problem with the order. Purchased custom order windows and patio door for full house remodel. Three windows developed stress cracks, 4th window (a slider) had rollers on the top instead of the bottom and was inoperable. Processed the claim in November, 2013 and still dealing with it. The technician came out twice, took measurements of the actual windows and submitted to the company.
Apparently Jeld-Wen doesn't compare the order to the shipment before they ship. The packing list has a line for the inspector's signature, but there's no signature. At this point we've received 13 replacements in various shipments. 3 windows were correct, still missing one. The other 10 went into the dumpster (Jeld-Wen doesn't want them back). The patio door order was cancelled by 'someone' at Jeld-Wen and had to be reordered. Discovered this when following up on it's scheduled ship date… Turnaround ended up 3 times longer than guess-timated. Almost every communication was initiated by us.
Requests for details such as date of estimated turnaround, estimated ship date, tracking info on shipments have been met with "I assume", "I don't know", "I can't tell you", "call back". And if you put a little pressure on trying to get the info, the CSR gets really nasty. For instance, the response to a request for clarification was "didn't I just tell you..." In a very condescending, "you're an idiot" manner. So rude I actually said "excuse me?" and was given the same nasty response.
At that point I reminded her that I'm her customer. I've never before experienced this level of rudeness and incompetence. So far I have a 6 page log with dates, times, quotes from these conversations. I forwarded it to their corporate offices. Wish I could forward it to any and everyone considering a Jeld-Wen product. The last tech that came out said he gets great customer service. I'm guessing it's because he has an ongoing relationship with them. But if you're a customer… yeah. Good luck with that! My advice? STAY AWAY FROM Jeld-Wen.
SANTA CLARITA, CALIFORNIA -- As a remodeling contractor, I have install many doors and windows. The last couple of years the Jeldwen Doors and Windows seemed to be pushing their promotions on to my supplier and so I allowed my clients to try them. Unfortunately, unlike the other door and window manufacturers, when there is a problem, they take months to send out a service person and in the last case they only partially fixed their problem.
Again my clients are waiting for them to return with the right hardware. They must have a lot of problems as I can never get a hold of their customer service person as I am always directed to his voicemail. I would not recommend these windows or doors to my clients, and if they choose them I will have them sign a waiver of responsibility.
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.
ABINGDON, MARYLAND -- I purchased a set of Jeld Wen French doors in 2012 from Lowe's in Springfield 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. They replied back closing the claim saying that the doors needed to be painted once a year to maintain the warranty. The Customer service person was extremely rude and told me I was stuck with the doors. 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.
WATERFORD, MICHIGAN -- Got to tell you we just had our Jeld-Wen door installed today! Worst product ever! The door is warped and because our other door was out, we are stuck with this substandard door. The handle is loose and jiggly and it just feels cheap and flimsy. Disappointed is an understatement!
Calling customer service was no better, yes I was frustrated and upset but a good service representative would have used some empathy to deal with the situation. Not Tiffany, she point blank said, "well I can tell you right now, I can't get someone out there next week." She was rude and not apologetic or sympathetic to our issue. However, she set us up for a service call August 20th! Now that's efficient service!
HOUSTN, TEXAS -- I have a 4 year-old custom built home with Jeld-Wen, low-E, vinyl windows throughout. During a recent 'cold snap' of near-freezing weather I experienced 'spontaneous glass combustion' on a bathroom window above a shower wall. The inside pane of the double-pane window spontaneously imploded on itself - with all the glass shards ricocheting off the outside pane back into the bathroom - up to 6 feet away from the window.
Although the windows have a 'Full 15-year Warranty', the Customer Service Dept declared this a non-warranted event because of glass breakage. Although they acknowledged that this type of event is caused by an imperfection in the glass during manufacturing, they said no window is covered under the warranty if any part of the glass experienced breakage.
With small children in the house, I am concerned with other, much larger windows doing the same thing! They said they were unable to determine which windows had the same defect(s) which could cause that and could not provide any assistance or inspections to determine if that were the case.
After various rounds of discussions with service managers and regional customer service reps, I was left with burden of replacing and installing the window at my own expense. This was a very disappointing experience with extremely poor customer service. I cannot, with good conscience, recommend Jeld-Wen products to anyone for any application.
PHOENIX, ARIZONA -- DO NOT DEAL WITH JELD-WEN - THEY WILL NOT HONOR YOUR WARRANTY. We purchased 2 sets of Jeld-Wen French patio doors for our home through the Lowe's on Baseline in Tempe, AZ. The doors are about three years old. A couple of months ago I noticed some swelling and blistering around the edges and it looked like some of the caulking around the window area of one of the doors was splitting.
The doors are under warranty so I went to Lowe's and they told me to contact Jeld-Wen. The customer service representative told me to send pictures, which I did. I first suggested they have someone come out and look at the door, but she said the pictures would be good enough. We sent in 10 pictures, including the "good" doors for comparison. The door in question was protected by a porch and had a roof on it. It was not exposed to the weather. After numerous phone calls (I remember five or six) and numerous emails back and forth she told us for a $75 charge we could have someone view the door.
It is going on the third month and I do not have my door. I have never received such horrific customer service in my life. She told us that it was a weather issue that warped the door (humidity). We live in the desert! As of the date of this writing I am suing them because we were so poorly treated. They were deceitful and their products are cheap. Do not waste your money.