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.
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.
ABINGDON, MARYLAND -- I purchased a set of Jeld-Wen French doors in 2011 from Lowe's in Abingdon 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 and sent them pictures. They replied back closing the claim saying that the doors needed to be cleaned and professionally caulk once a year to maintain the warranty. The Customer service person was extremely rude and told me to get a lawyer if I wanted to because I was stuck with the doors.
I am in the process of asking Lowe's to help me out and my homeowners insurance to file a claim. 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 and windows. PLEASE HELP.
FORT WORTH, TEXAS -- I bought the doors in September. They leaked day 1 because the factory installed the weather stripping too short. In addition they omitted a critical part of the door, so I have a gap in the bottom of the door where the two doors meet… I have a towel in the bottom to keep out the cold air. THEN mid October the blinds broke! Not even 60 days old.
The repair department has been horrible, won't schedule a repair… just the old run around. Won't respond to my e-mails, or my calls. I have to go through a customer service contact, who won't contact the service department! HORRIBLE SITUATION. They have my money and I have ** for doors.
I WILL NEVER BUY ANOTHER JELD-WEN PRODUCT AGAIN. This is November, bought the doors in September still trying to get them to honor their "10 year warranty". Maybe they are trying to wait until the warranty expires before I get what I paid for! I would give them 0 stars, but that is not an option.
KLAMATH FALLS, OREGON -- Special order window was delivered with inside sash missing (piece replaced by Home Depot, without involving JW) and outside trim missing. Jeld Wen customer service insisted that's the way the window was supposed to be despite seeing pictures (see attached) of the defective part. All I wanted was a piece of trim to install myself.... Stay away from this company. If I could give negative stars I would!
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.