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.
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.
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.
SAINT JOHN, INDIANA -- Hello, just want to share our experience with Jeld-Wen windows with everybody and hopefully keep some people from having to deal with the problems we have. Well we had a brand new house built earlier this year and Jeld-Wen single hung windows were used. Once we moved in I could feel drafts coming through the bottom of the sashes as well as a slight whistle when we got a north or west wind.
Mentioned it to the builder and he was going to talk to his vendor. Did not think anything of it and then the first spring storm came through. Wow I had water blowing up under the sashes and up onto the wood trim pooling on the window sills. Every window on the west and north side of my house had this problem except the one casement window in my kitchen. Called the builder and took pictures. He called his vendor and told him about this and he called Jeld-Wen.
About 30 days later a Jeld-Wen representative came out and measured all the windows and noticed they were the incorrect size and reordered 9 new sashes. I thought "wow, great the problem solved." About three weeks later I got a call and the new sashes were in they then came and installed them. Thought my problems were over well another storm and same issues. Well here we are almost at the end of November and Jeld-Wen is still jacking around with the sizes of the sashes.
Now it's cold and I have had to roll up towels and lay them in the front of the bottom of the sashes to keep the cold winds out. All my neighbors have Andersen's and no problems. Take my word stay away from this company Jeld-Wen windows are garbage.
VISTA, CALIFORNIA -- Built new house 6 years ago, windows leaked from get go! Called representative and builders supplier. Nothing wrong with windows, just buy shop vac and keep them clean! More rains, sills buckle, water runs over sill to carpet :( still windows are OK. Fast forward a few years, Jeld-Wen representative replaces all sashes (?), bottom glasses. Same problems, even water stains on walls. Have to pull up carpet if rain comes when we are out of house! But, windows are OK!!
This year, super fed up!! Rep comes back, windows good, he can't explain water. Returns in a few weeks to caulk up sill, and drill extra weep holes! Concerned about this fix, ask for better solution. He returns to realize they are cracked inside of window down each corner! Concerned he will lose job cause cracks never noticed by either representative. We never noticed cracks till lately and they are very obvious! Jeld-Wen to call back each time we inquire, but it's been a couple of months! Think lifetime warranty is a joke.
OHIO -- Working on an 1850 farmhouse that we needed to remodel the kitchen. Because of the age of the home, many of the replacement door/windows are not a standard size and needed to be custom ordered. We went to Home Depot (first mistake) and found a French patio door that looked like it would work. HD had a sale on custom Jeld-Wen doors so we took the bait. Ordered the door in the size we needed. Door arrived as scheduled.
We test fit the door and found the size was correct and looked to be well made. After it was installed, we immediately noticed that when placing the lock in the door, the holes drilled were not in the correct position and too close to the edge leaving a small gap visible on the edge of the lock. We tried to adjust be it was all the way over. Next we noticed the center part between the door was cut about an inch short leaving a gap. Also the weatherstrip was damaged.
I immediately called and told them of the problem. Even took numerous pictures to show them. They made arrangements to fix it, which took almost 1 month. The repair guy shows up and immediately tells me that the lock can be fixed. Not what I wanted. He takes out the part to fix between the doors and was sent a standard 80" part. Remember we had a custom sized door. Why would Jeld-Wen not have the specs from the order number when we placed the order?? What a joke! I now have to wait another few weeks to have it repaired! Will not use them ever again!
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.
DAYTON, OHIO -- I waited over a year to post this about my experience with JELD-WEN sliding glass doors with the blind insert. They arrived and were stored in my garage unit we installed them. Actually I tested the blind function in my garage. One of the units the blind function would not release from the top and that it would not provide a means to keep sun out of close them like you would any other blind.
We contacted JELD-WEN and they sent a technician over to repair the windows as the tolerance was too tight. We installed the sliders and they have been performing just fine since then. These sliders replaced Stanley French doors and the JELD-WEN are not as energy efficient as the Stanley doors were but that was expected. I would rate these sliders a solid 8-8.5 out of 10.
I am an engineer and had to replace my rusting Stanley French doors after just a few years of use. They stood behind their product as has JELD-WEN. The JELD-WEN are vinyl and don't have super high U-factor and SHGC but are satisfactory for our use and I like them much better than the French doors.
I'm sorry I didn't read the reviews on this site before buying my Jeld-Wen replacement French door. I order a custom door for a 2x6 framed wall. I waited 17 days for the door. The drip tray that arrived with the door was labelled "6". It was designed for a 2x4 framed wall (4.5 inch total tray width - 3.5 inch stud, 0.5 for sheathing and 0.5 for drywall).
I returned it to the store (Lowe's) and had to wait two weeks for a replacement to be shipped. The replacement arrived - and it was the same 4.5 inch tray. Lowe's finally got the company on the phone, and was informed that the required 6 and 9/16ths inch tray would take another 14 days to be shipped. I'm thoroughly disgusted.