RANTOUL, ILLINOIS -- The windows are poorly made and the customer service is horrible. I purchased over $5000 in double hung, solid wood windows. When they arrived, most of them were pretty good (not what you would expect for the money I spent), but 1 window was definitely defective and several others had defective jamb liners. I contacted Jeld-Wen and they gave me a service request number and said a field representative would be contacting me within a couple of days.
After a week without being contacted, I called them back. They said it would be over 2 weeks before they could send someone out (that's 3 weeks from when I first contacted them). I asked, "Why so long" to which they replied "it's our busy time of year". When I complained, they replied, "that's how we do business". This begs the question – How good can they're windows be if their field service representative is backed up with 3 weeks of claims before he can get to me?
Their customer service representative showed no sympathy for the fact that he had delayed my building schedule by 3–6 weeks (if they decide the window has to be replaced, it'll take at least another 2 weeks for the window to be delivered), as I can not trim out and paint the windows until I know if they're going to be replaced. Spend the few dollars more, save yourself the headache and get another brand (I've had very good customer service from Milgard)!
I've never been more disappointed in a company as I have Jeld-Wen. I spent $5,000 for my front door and side lights. I fought my builder to get this door and I'm sorry I did. The first winter the door warped. It cupped so much that it actually does not sit flush against the door frame. When it is windy outside, I can actually put my hand up by the door and feel the breeze and the snow coming into the house!
When I called the Jeld-Wen rep, they came out and said that it was "within the company parameters of acceptable" and that it should straighten back out in the summer. Great! Apparently, I should be happy with my door 6 months out of the year! I was not expecting this type of response. I was expecting the company to replace my door. I will NEVER again buy so called "quality" from this company again. They DO NOT stand behind their product. Their service is horrible and their quality is unacceptable.
We special ordered a set of Jeld-Wen French doors from Home Depot in early July 2010. They arrived when promised but we noticed the ball catch at the top of one door was misaligned and therefore had split the wood. We did not accept the door and Home Depot ordered a new one without question. Again the door arrived in about 10 days but it had the exact same problem. Both times we had asked the store to double check the doors before calling us to deliver them but they evidently did not check them very well since the defect is obvious.
We have been waiting for our 3rd order now for over 3 weeks. I have given the benefit of the doubt to Jeld-Wen up to this point but if the next set arrives damaged I will get a refund and look elsewhere. I don't know if anyone else has had problems with this manufacturer.
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.
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 panted 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.
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 voice mail. 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.
WATERFORD, MICHIGAN -- Got to tell you we just had our Jeldwen 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!
Terrible experience with Jeld-Wen. My door has an astragal on it (I have double doors). The paint chipped on it without even touching it. They put a new one on and it did the same thing the day after it was installed. Plus, the installer told me Jeld-Wen sent the new astragal incorrectly assembled and he had to reassemble it. Within six months the sweep under my door ripped and fell off. They sent me the wrong replacement. The paint job on the base of the doors is shoddy. I'll put in a bad word for Home Depot, too. The local store didn't want to help or take any responsibility for this. Finally, someone at their corporate office helped. But my problems still aren't over.
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.