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.
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.
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!!!
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.
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.
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.