Jeld-Wen Consumer Reviews - Page 4

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.

ABINGDON, MARYLAND -- I purchased a set of Jeld Wen French doors in 2012 from Lowe's in Springfield 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. They replied back closing the claim saying that the doors needed to be painted once a year to maintain the warranty. The Customer service person was extremely rude and told me I was stuck with the doors. 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.

WATERFORD, MICHIGAN -- Got to tell you we just had our Jeld-Wen door installed today! Worst product ever! The door is warped and because our other door was out, we are stuck with this substandard door. The handle is loose and jiggly and it just feels cheap and flimsy. Disappointed is an understatement!

Calling customer service was no better, yes I was frustrated and upset but a good service representative would have used some empathy to deal with the situation. Not Tiffany, she point blank said, "well I can tell you right now, I can't get someone out there next week." She was rude and not apologetic or sympathetic to our issue. However, she set us up for a service call August 20th! Now that's efficient service!

HOUSTN, TEXAS -- I have a 4 year-old custom built home with Jeld-Wen, low-E, vinyl windows throughout. During a recent 'cold snap' of near-freezing weather I experienced 'spontaneous glass combustion' on a bathroom window above a shower wall. The inside pane of the double-pane window spontaneously imploded on itself - with all the glass shards ricocheting off the outside pane back into the bathroom - up to 6 feet away from the window.

Although the windows have a 'Full 15-year Warranty', the Customer Service Dept declared this a non-warranted event because of glass breakage. Although they acknowledged that this type of event is caused by an imperfection in the glass during manufacturing, they said no window is covered under the warranty if any part of the glass experienced breakage.

With small children in the house, I am concerned with other, much larger windows doing the same thing! They said they were unable to determine which windows had the same defect(s) which could cause that and could not provide any assistance or inspections to determine if that were the case.

After various rounds of discussions with service managers and regional customer service reps, I was left with burden of replacing and installing the window at my own expense. This was a very disappointing experience with extremely poor customer service. I cannot, with good conscience, recommend Jeld-Wen products to anyone for any application.

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.

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.

CHARLOTTE, NORTH CAROLINA -- The interior doors we bought from Jeldwen were badly hung. Some of the hinges were overly recessed, some were proud, and some of the hinges of the double doors were not positioned at the same spot for one door compared to the matching door. It cost us quite a bit extra in carpenter time for these doors to be adjusted so they could be installed correctly. Furthermore, the leading edges of the doors, which we understood were supposed to be primed, were not primed and in fact the edges were not even eased. In one spot on the face of a door the surface was rough and had no primer.