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.
Purchased patio door, with full lite blinds installed inside glass, 10 months after installation one of the blinds has a broken string at the top. This does not allow the blinds to operate properly and one side hangs down at the top. Representative has agreed to send a replacement part and reminded me, repeatedly, that the repair cost is covered for one year.
The representative was stating that if it was 2 weeks later we would have to have paid the repair cost. The representative was basing time on the special order date not the installation date. It took 6 weeks for the order to be filled. The binds are very noisy to operate and sometimes do not lower evenly. Overall I am very displeased with product and cannot recommend Jeld-Wen.
TRAVERSE CITY, MICHIGAN -- We have a new summer home built in 2013. We spend 10 weeks a year at the home. We have Jeld Wen patio doors with the blinds inside the window. Our first summer we had one not function properly. They replaced after several weeks. This summer we had 2 others go bad and not function properly. They will replace but we have to pay the installation cost of $200.00 per door. They obviously have a poor design as these are only used 10 weeks a year by 2 adults. Good luck getting help from customer service. This is obviously a design error and they refuse to confront the issue. We have told all our friends to stay clear of Jeld Wen windows.
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.
CHARLOTTE, NORTH CAROLINA -- I had 4 Jeld-Wen windows, double hung, vinyl outside and wood clad inside, installed about 1 1/2 years ago. From the very beginning, they were not right. The first night we could hear traffic as if the windows were open. A company person came pretty quickly, made a few changes and pronounced them 'fixed'. We could still hear the wind blow through the windows. When I closed the latch, it did not pull the window tight together like other windows. I contacted customer service who sent a contract company out to make some more adjustments.
Then fall came and I started seeing moisture on the windows every morning. I could still feel air coming from somewhere. When I contacted customer service again, they claimed that new windows would have moisture on them if the shades were drawn and the air was stagnant. I have a fan running constantly moving air about and it didn't make a difference. They sent someone out again who made a few more adjustments. Then customer service called wanting to close out the service ticket. They insisted the case closed.
I let it go all summer. Now fall is here, it snowed the other day and the wind is blowing. I have sealed every crack I could think of where air would come in. The only place left is the windows. Moisture was on my windows the other morning and I can feel cold air coming from the window at the bottom sash and where the upper and lower come together. Plus the windows are cold.
I have two Andersen replacement windows and do not have any trouble with them. Plus, I have talked to two other people who have the same type window (double hung, vinyl outside wood inside) who also have the same complaints. The only conclusion I have is that these are junk. Now I am stuck with windows that are worse than what I had before and it will cost me thousands to have them replaced. All I can say is I have 16 more windows to replace in my house and there will not be another Jeld-Wen window.
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.
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.