NH -- This fall my wife and I purchased our 2nd Jeld-Wen door from Home Depot. The first door was a basic door with a window. It was a stock item but we needed to special order it just so that we had the proper in swing. All went well. Later that year my wife and I searched high and low for a new door for our primary entrance. We want to the door with sidelights. After an exhaustive search we both agreed that we really liked the back door and decided to order the exact same door with sidelights. We proceeded to place the order with Home Depot. Home Depot experience was also disappointing but I will save that for another review.
When the door finally came in it was delivered by Home Depot to my home. It was completely wrapped in cardboard and was carefully set on my deck. 3 days later I proceeded to install the door. I had previously contacted Jeld-Wen directly to get the specific rough opening measurement as we were cutting a new entrance into our wall. Thank heavens that my friend that was helping me with the installation was smart enough to measure the door instead of using the measurement that was provided. It was wrong by 3 inches. That could've been a disaster.
The first thing that we noticed when we unwrapped the door was that the brick molding on the bottom right-hand side was broken. The disappointing part is that it was obviously broken before it left the factory because someone in the factory tried to staple a couple pieces of scrap wood onto the side to hold the broken piece in place. It was 8°F when we were installing the door. No option to glue the brick molding back in place. If the factory had simply put a little wood glue on it I would have never noticed. It was too cold to glue so now I will have to deal with it in the springtime. 2nd problem was that a chunk of the interior casing was broken. That most likely happened in shipping but I paid full price for a brand-new door. Not one that was beat up.
3rd problem is that the hole board in the frame for the doorknob striker is WAY off. I had to chisel out space for the plate and bore a new hole. This looks ugly and again will have to be repaired in the springtime. The 4th problem is that the doors finishes don't match. They're both supposed to have the exact same finish, "Denim". If you stand in my living room you can see the new front door and the first backdoor at the same time. Nobody would ever go so far as to say that they are the same finish. One is notably darker than the other.
Fortunately for us that's not much of an issue. You'd really have to go on your way to see both doors at the same time so it's not a big deal. If these doors were anywhere near each other I would've returned the door. I contacted Home Depot and provided them with all of this information including photos. They told me that they needed to reach out to Jeld-Wen. Jeld-Wen contact me directly and asked for pictures. I dutifully provided pictures of the 3 issues. A week or so later Home Depot called me and said that Jeld-Wen would not honor or even acknowledge responsibility for any of the problems.
I wasn't looking for a free door or some massive amount of credit. Any token effort to acknowledge the damage would've gone a long way. I cannot in good faith recommend Jeld-Wen to anyone. A company that doesn't stand behind their products in the little things will not stand behind their products in the big things.
KLAMATH FALLS, OREGON -- I purchased a JELD-WEN fiberglass exterior front door from Bay Area Molding & Door which installed the door for me in July 2013. The main reason why I chose this door was for its durability and resistance to sunshine, and Brian of Bay Area Molding & Door told me the door was one of the strongest doors on the market at that time.
When my wife was cleaning the door in July 2015, she found a hole on the raised molding toward the bottom of this door (see attached photos). Not knowing what caused the hole on the door, we were surprised to see the raised molding was hollow and partially filled with some plastic material. I reported this problem to Brian at Bay Area Molding & Door who in turn reported it to the JELD-WEN warranty department.
It took almost 3 months for Brian to get an answer from the JELD-WEN warranty department which believed that the damage did not qualify for repair under the warranty. My main concern is the quality and the hollowness of the raised molding that was not properly built to support an impact to this area. Actually, we would not even know the raised molding is hollow if the door was not broken.
Due to the irresponsible and delayed customer service provided by Bay Area Molding, I decided to file a service request to JELD-WEN directly on its website on 10/18. On 10/26, I received a voice message from Angie ** of JELD-WEN's warranty department that said she had told Bay Area Molding this issue was caused by the customer and it was not a warranty issue. She closed the case without discussing it with me in person. I wrote her an email to explain my view of this quality issue. Since I did not receive a reply from her, I called and left a message to ask to speak to Ms. **'s manager on 10/28.
Finally, I got a voice message from Ms. ** who again said this was not a warranty issue but her manager was willing to give me 15% discount if I wanted to purchase a door slab from JELD-WEN. I replied to her email and asked her if she and JELD-WEN would consider the hollow molding doors their regular and properly built products.
On 10/29, I received a phone call from Ms. **'s manager who told me the raised molding was by design, and he would not honor its warranty, and there was nothing he could do. The hollowness is “By Design”, REALLY? To confirm, my wife discussed with a JELD-WEN customer sales representative on 11/2, and the sales representative double-checked with her colleague and confirmed the raised molding is solid and should not be hollow. What a tricky JELD-WEN, the molding is solid during presale, and after sale it became “hollow by design”.
At this point, I finally realize that JELD-WEN, a top brand in the doors and windows industry, is not willing to stand behind their products. I spent $8K on this door. If the door were not broken, I would not even know the raised molding is hollow. I think if the molding were filled with solid support, the impact to this door would be just a dent instead of a broken hole. Actually, due to this problem, I suspect the door may be hollow in other areas as well. I would strongly recommend NOT purchasing any JELD-WEN doors or windows if you are concerned with product quality, services, and warranty. Don't be fooled by the big name.
FISHERS, INDIANA -- We purchased single-hinged French Doors for the back of our house in 2/2016. On Saturday, 9/7/19, I was on the deck and the screen door wouldn't slide shut. I looked down and saw that the frame had literally crumbled (see photos). I could not believe it. That was on a weekend so I went to Lowe's, where we made our purchase, to show them our photos and to see what could be done. Fortunately, we are still under warranty, but were told we'd have to work with JELD-WEN directly.
The process with JELD-WEN and their customer service is horrendous - basically non-existent. It's not enough that our door is crumbling (we literally cannot open it as the whole frameshifts and more wood crumbles) and it's fall and we can't use our back deck, but the time that we have invested in trying to reach customer service and get a call back is sub-par and disappointing.
My husband has been on multiple calls, different times of the day where he's sat for 40+ minutes and will have to hang up or leave our call-back number... And then never gets a callback. If he does, it's only because he's continued to call and call and call. It's been very time-consuming. We left a message and uploaded photos on their site - no response. He's emailed a number of times, no response (except maybe once when they sent us something to sign... Which we signed and then emailed back to follow up... No response).
The most unfortunate thing is that we are professional, understanding people. We know things happen with products sometimes... That's what warranties are for. What we are beyond unhappy with is the lack of customer service. There seems to be no sense of urgency to assist or communicate with us. So we have a hole in our door and cannot use our deck and we have no idea when we will have a door. Oh, then once it's shipped to Lowe's, they said we'll have to work with Lowe's on the installation and there could be charges there. Have not been very happy with this process. Our back door is not even secure. Thought I would share - if you are thinking about purchasing a door from JELD-WEN - we do not recommend it.
LINCOLN, NEBRASKA -- There were several things wrong with both sets of doors. To begin with, the astragals on both sets of doors were drilled incorrectly (about 2 inches off), and my installer had to putty in the holes and drill new ones. One of the doors would not open or close without great difficulty. After long hours of adjustments and investigation, we finally figured out that the working door was hung 1/4” too low, causing it to be too tight at the bottom. Then, the sweeps on the bottom of the door came off, which made the door easier to open, but less air-tight. The door with the fewest issues then lost one of its sweeps.
When we called Home Depot about the issues, we were referred to Jeld-Wen directly, after which we were put onto a never-ending carousel of doom, which we cannot escape without completely abandoning the process. We have been on this merry-go round for 3 months with no end in sight. I have sent and re-sent numerous emails with requested photos attached. First, they wanted pictures of the doors. Then, photos of the affected areas with a measuring tape to show the extent of the discrepancies. Next, the entire door with a tape measure displayed next to it. We joked that next they would want a picture of me standing on my head next to the door spitting quarters!
This has been a horrendous experience thus far, and we still have not arrived at a solution. Thus far, I have been told they will replace one door and will compensate me up to $480 for installation, but I have to get a written estimate. The cost of installing this type of door in this area is around $900. I will never buy another product from this company, and I strongly advise you to steer away from them.
We installed Jeld-Wen Tilt N Turn windows throughout our new construction home. One year later all the windows facing north are growing mold between the window that opens inward and the frame. I called, sent pictures, and waited over a month for someone to call to set up an appointment and another 2 weeks for someone to come out and look at it.
They told me it's not covered because we are missing weather stripping. I went to Hines Lumber, where we purchased them from, and compared the display to our windows. We are NOT missing weather stripping. I have called every day, left messages everyday, to get a copy of the report, and to get this resolved. Three months later still nothing.
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.
MINNESOTA -- Our patio door was installed in the fall and by winter we had moisture and mold building up in the window of the door. They claim it's our house or installation but our other windows and doors do not do this, our contractor insists it's the door not our home or installation. I'm allergic to mold and any mold is never a good situation. Had this door been installed years ago I would never reach out to the company but only a few months after installation and we had issues. It only has issues in the winter, door doesn't move easily and the pictures speak for themselves. Horrible quality. Notice the wall is fine so if there were issues within the wall I would have moisture on the wall as well but there isn't.
Jeld-Wen 60" sliding door is far too narrow in actual use because of design defects. Please be aware. This is a significant limitation on your use of the door. If you are spending more than $1,000 on a door, you should know that you might be very disappointed. We ordered a 60-inch vinyl Jeld-Wen sliding door through our contractor, with enclosed blinds which raise and lower and tilt which we thought would be a nice feature (and is a nice feature). After installation, we found that, instead of nearly 30 inches of open width to the deck as expected, THE OPENING OF THE SLIDING DOOR WAS ONLY TWENTY INCHES.
There is a stop on the other side which protects the controls of vertical blinds on the stationary door from being damaged by the overlapping slide of the moving door. This could have been avoided with narrower slide controls. As a result, almost any adult trying to pass through the narrow open door will be blocked, and has to turn sideways to get through, which is completely unacceptable. And, if you have a stocky guest, his or her effort to get through the door sideways is truly embarrassing for them and for you as a host.
I called Jeld-Wen to ask if there was a work-around, or if there were replacement handles for the blind controls which were just slightly thinner to allow the moving door to pass over them and grant full clearance to the people using the door. The first person I spoke with in Customer Service seemed to be very accommodating, and offered to look into it with Customer Care. Two weeks later, I had heard nothing.
I called again, and asked to speak directly with Customer Care (instead of Customer Service). The person I spoke with in Customer Care assured me very curtly that this is how the doors are designed. I asked about a workaround, and was told that there was none, and that this was the way the doors worked. I mentioned that 20" was very very narrow for a standard door opening, and was told (again very curtly) that this was the design.
I advised that I would not have bought the doors if I had known that they could not be used in a common way, and was met with silence. Please know that our use is not for people of uncommonly large size, though the product should be designed for everyone to use, and at least should advise that there is a significant limitation.
So, we want you to be very aware of two things: If you purchase the 60" door, do not expect that you will be able to walk through it without turning, or without hitting the sides of the door, or without knocking your serving tray into the door and spilling your meal, and do not expect that you will get ANY comfort from Jeld-Wen customer service, as they apparently do not return requests for information, and apparently do not care about the failure of their product to meet normal consumer needs.
I do not see that this defect is adequately described in the product literature online before purchase, or accompanying the product (which is in any event not typically made available to the consumer by a contractor prior to installation). I would not have posted this as a complaint, but for the fact that you should know about the narrow clearance, and the Customer Service Department was entirely unsympathetic. I do not post negative reviews routinely. This is one of perhaps 5 that I have posted in 20 years. Please be forewarned.
I have read Jeld-Wen's own guidelines for posting reviews and have abided by them in full. I do not post this as a threat, or in malice, but to make consumers aware of a deficient design and operation result of which the consumer is not made adequately aware prior to purchase and installation. To Jeld-Wen: if there is something which you believe is inaccurate in my review, please have Marjorie (with whom I spoke with on 7/11/18) contact me and I will amend my review. To the public: if you do not see an amendment, you may assume that my comments stand as written.
NORFOLK, VIRGINIA -- I have severe damage from Hurricane Matthew 2016. I had just finished repairing the walls, ceilings and floors of my home and ordered new sliding glass doors Jeld-Wen 4500 series with a DP rating of 65. I didn't want to have any chance of water coming through my doors again and ruin all the hard work that was put into repairing my historic home. I did all my research, for about 6 months, before I decided that these doors, on paper, were the best doors for my situation. Day two after install, we had a very light wind and rain and water came pouring through and filled up the track system, which slowly leaked back out over a 12 hour period.
Long story short, several calls, emails and tech came out, I just received a call and email from Jeld-Wen stating the fact that these doors are performing as they should and case is closed. Suzanne, from Jeld-Wen customer service says, “These doors are designed to allow water in, fill up the track system and let the water back out through weep holes”.
It's a great design for the track system, should you have a leaky door. However, I did not order, nor does it state ANYWHERE on the product of this door about allowing water in? She said there is nothing I can do until the water comes over the track system (onto my new antique reclaimed) hardwood floors, which were super expensive!!! I am in desperate need of help here!! Super rude to me!!! She said this is a classic case of buyer's remorse??? I told her this is a classic case of false advertisement!!!
CHARLOTTE, NORTH CAROLINA -- Bought a bi-fold f-2500 from them. The doors stops attached to the jambs were installed incorrectly. Jeld-wen was of no help whatsoever. Spoke to 3 different people there and nothing but the runaround. So we will have to modify it in the field. I'm a custom homebuilder and I will never use them again!