Jeld-Wen Informative - Don Jeld-Wen Window products
I have had a relatively disappointing and frustrating experience with Jeld-Wen and felt I needed to share my experience with others as a word of caution before choosing their products.
The problems I am incountering now may only foreshadow what is to come. I have recently read many disheartening stories on the net regarding product performance issues and poor customer support from Jeld Wen. My issues seem to only just be starting.
I chose Jeld-Wen for their promise on quality, reliability and service however I am sincerly doubting this promise.
I started a remodel project for my home in San Diego this summer. The windows and doors selected were Jeld-Wen's SiteLine EX, Aluminum Clad Wood. One window however was a Jeld-Wen 500 series aluminum frame in a custom size to be used as a backsplash in the kitchen.
I was promised a 4-5 week lead for the aluminium clad wood products and 1-2 weeks for the aluminmum window. The clad/wood windows and doors showed up 6 weeks later with one damaged. I was told to install it and someone would be out to fix it. This was 10 weeks ago and I haven't heard anything.
The 1-2 week lead custom window showed up 8 weeks late (10 weeks from order) seriously impacting my project schedule. What's more, the window had a significant quality defect in the finish. It has now been 6 weeks since the window arrived and Jeld-Wen is quoting another 8 weeks to deliver a replacement. So, it will be nearly 6 months from order by the time the window arrives. This has created huge problems with my schedule and is preventing me from being able to begin stucco work until the window is in.
Jeld-Wen is making no concessions and taking no responsibility for their quality issues and lead times. In my opinion, this company has obviously become far too big and their processes are now out of control to be a good consumer supplier.
No one in their customer support team, management included, seems to be motivated to help a customer in need out. In fact, on three occasions now a supervisor has said they would call back and never did. No one seems to know what is taking place with this order or when it will be finished and no one is taking ownership of the problem to get it solved.
Given my experience to date and what I have read on the internet, I am very concerned about the long term performance and reliability of these windows.
If I were to do it over again, I would look at Marvin, Loewe, Eagle or Pella windows and avoid Jeld-Wen like the plague.
I would not recommend Jeld-Wen and would urge anyone reading this to act with caution if considering working with this company.
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