ComplaintsforJELD-WEN

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i signed contract 12 May, 2006, and the warranty is for 20 years. After several calls to Jeld-wen requesting service for windows that need to be replaced due to broken seal (condensation visible in photos), Jeld-wen has not returned my calls for several weeks now.I will upload photos later

  Business response

  07/12/2024

  A JELD-WEN representative has reached out to the consumer to advise of the warranty coverage which is to supply replacement glass.  

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Purchased custom vented garden door through *********** made by Jeld Wen (WILLMAR EXT DOOR SYSTEMS) The door arrived with numerous cosmetic issues, and hardware missing. not shipped properly.The door was not manufactured correctly, I reached out to Jeld-wen for warranty, and they responded by email that they will send technician to adjust the door. they sent technician who did not adjust anything or try to look find solution. technician advised "well take of you" at visit. I have email stated that they will get back to me early following week, did not respond for several weeks after ***** depot representative needed to reach out to them. They finally responded claiming the installation rather than warranty the door under manufacturing process quality and control was missed on this door. a simple warranty has turned into manufacturer versus installation. Jeld when needs to step up and replace door. Jeld wen has been combative - not taking responsibility for door from day 1. Instead they have went out of there way to not warranty or help in this matter.

  Business response

  06/20/2024

  A JELD-WEN representative contacted the consumer via email to offer a replacement door per the terms of the applicable warranty.  Direct contact information was provided to the consumer to respond to the offer.
  

  Customer response

  06/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution of a complete replacement of the custom garden door is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a Jeld-wen double patio door with blinds between the glass installed by Lowes on January 31, 2024. On April 5th The blinds between the doors broke. A few hours later the Glass on that side, also shattered from top to bottom. When we woke up in the morning, the other side had shattered from top to bottom. Nothing hit these windows. I got the runaround from Lowes for two weeks and they finally said I had to call Jeld-wen. I sent pictures to Jeld-wen and they determined that the doors had been impacted, but it was because this was two weeks after the windows broke, and my dogs had used their paws to push in the glass at the bottom. They said this was not a warranty issue even though it says the blinds are warranted for 10 years and spontaneous breakage for one year. They said as a good gesture, they would send new glass to Lowes. Lowes will not install it and Jeld-wen will not install it. They are refusing to honor their warranty. They said I have to hire someone to have it installed.

  Business response

  06/12/2024

  A JELD-WEN warranty representative has contacted the consumer to review the warranty claim. Under the applicable warranty JELD-WEN supplied replacement parts that the customer is going to install.  Direct contact information has been provided to the consumer.  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a special order Jeld Wen French door for patio from Lowes in *******, ** on 07-02-2020 for $886.24 during a 15% off sale. Paid $703.36 for professional installation through a Lowes installer. Unit was manufactured by Jeld Wen and shipped to us on 09-13-2020.The blinds in the left door (if looking out from inside the house) are no longer working correctly. They appear to have either come untied or something has broken on them and now when we try to use them, they are crooked and hanging at an angle.I contacted Jeld Wen directly per the instructions that came with the doors. Jeld Wen is refusing to fix the problem and states that the installation warranty has expired. They sent us new blinds for us to install ourselves. The warranty information that Jeld Wen sent to us clearly states that the blinds have a 10 year warranty. The blinds between the glass were not part of the door installation-they were installed at the Jeld Wen factory during the door manufacturing process. The installer did not touch, amend, insert, or in any way install the blinds.I am asking that Jeld Wen honor the warranty that came with the doors they manufactured. Either have someone come out and install the replacement blinds for free or refund our purchase price.

  Business response

  05/21/2024

  A JELD-WEN warranty representative emailed a copy of the applicable warranty to the consumer along with an explanation of the warranty coverage.  The consumers steel door slabs and components like glass inserts are covered for 10 years.  Skilled labor coverage is one year and is now expired.  JELD-WEN responded to the consumers warranty claim by sending replacement glass inserts to Lowes store #**** of Brevard, North ******** to be picked up by the consumer. Instructions for installing the new glass inserts into the door slab was emailed to the consumer on April 24th.  If consumer has further questions, direct contact information to the warranty representative was provided in the email.

  Customer response

  05/22/2024

   
  I am rejecting this response because: The defect is in the manufacturing of the product, not the installation.  What good is a 10 year warranty if, when the item breaks, the consumer is required to remove or hire someone to remove the broken part and install the replacement part?  Jeld Wen is now offering "as a gesture of goodwill" a partial refund of $200.00 to pay for someone to install the replacement blinds for us. This "gesture of goodwill" confirms, in my mind, that Jeld Wen is admitting to the poor manufacture and performance of this door and of their "warranty".  I have no idea how much hiring someone will cost, and I don't believe that I should be left paying even more money for this item if the cost to hire a contractor exceeds $200.00.

  At this point, I am requesting a refund for the price of the door.  We paid over $700.00 for the installation, but the problem is in the manufacture of the door not the installation.  We are willing to absorb the installation cost if we can go out and buy another door.

  ***************

  Business response

  05/23/2024

  A JELD-WEN warranty representative reached out to the consumer to clarify the warranty coverage and the offer made to the consumer. Direct contact information to the warranty representative has been provided to the consumer. The consumer may call or email back with any questions or concerns regarding warranty coverage.            

  Customer response

  05/24/2024

   
  I am rejecting this response because: The cost associated with getting someone here to install the replacement blinds is unknown.  Recently, we had someone come out to check our A/C unit, and it cost $360.00.  

  I do not feel that we should have to pay ANY costs associated with having replacement blinds installed.  Again, I question the veracity of the 10 year warranty that Jeld Wen provides for the blind inserts.  They broke, they aren't working...it hasn't been 10 years.  

  ****************

  
  

  Business response

  05/28/2024

  JELD-WEN has contacted the customer and offered ********************** glass per the terms of the applicable warranty.  Additionally, a compensation amount to aid in the installation cost has been offered, which would be above and beyond the terms of the warranty, and a gesture of goodwill.  

  Customer response

  05/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution, while unsatisfactory to me, is all Jeld Wen is willing to do.

  
  
  Thank you. 

  
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Item#*******-online from ******-32"x80" fiberglass half lite RH Outswing w/brickmould on April 25, 2023. This was delivered to the store and picked up on June 4, 2023. Due to some building delays it was not installed until 11/2023. The hinges started to rust and the decorative trim around window-on both sides of door-cracked away from the door. My 1st contact w/MMI Door-since that was the make of door-was on 1/17/24. Included pictures of damage. 1/18/24 rec'd email asking for more info. 1/19/24 I sent the info. 1/22/24 rec'd email that it was being sent to ***************************** @E-Commerce. On 2/6/24 I contacted them asking for update since I hadn't heard from them. 2/8/24 I receive an email from a ******************* asking for the same info the was requested on 1/18/24. Told her it was sent in the 1/18/24 email. Even though these emails are being forwarded she couldn't find the info. so I provided it again on 2/8/24. 2/19/24 rec'd email stating that I live in salt and the weather will continue to rust the hinges and per the production team purchase stainless steel hinges. Then gave me 3 options-they give me same exact hinges and told me to apply a heavy coat of polyurethane, steel wool to remove rust and apply polyurethane, or they provide quote for SS hinges. As for the cracking around frame to apply silicone caulk. 2/20/24 I replied not happy that their warranty states nothing about geographical location effecting warranty nor does it say anywhere that the installer is to apply polyurethane to hinges. That the company is not standing behind their warranty especially by telling me to fix the cracking myself with silicone. 2/21/24 **** sent me a copy of warranty w/sections highlighted and told me that if I am not satisfied to reach out to ******.3/18/24 I reached out to ****** and was told we were outside the return window and that MMI should be honoring warranty since it is well within the stated warranty time. This *** of rust shouldn't happen in 2 mons time.

  Business response

  05/09/2024

  We have received your complaint #******** with the BBB and have reviewed your photos and claim with our production team to insure that the products received buy you on 5-12-23 were  built the  way that they were ordered and with the correct products used in the construction of the units.  We did not see any defects or cracks in the door light frame itself .just to clarify the light frame is a

  separate component  and is inserted into a hole that is cut into a door , and fastened together with mechanical  fasteners  and with a glazing compound  under the fame parts to stop water leakage through the frame.  Your unit was not factory  finished in which we would paint all components of the unit before assembly  to insure a clean crisp line between all parts . your photos show that the cracks are in the paint , which would have been applied either by brush or roller causing buildup of paint  in the creases of were the two components meet and between expansion and contraction  of the door due to weather conditions this  could  cause cracks to appear in these area . This would fall under general care and maintenance  of the owner . and is not covered by  our paint warranty .  We also noticed that the finish on the outside of the hinge  or the knuckle side looks like the surface has had its protective scuffed off compared to the photo that shows   the inside of the hinge which has  a different shiny  finish. Since we are not able to determine   the cause of this and to get resolution  to the rust on the hinges taken care of  we  will send out replacement hinges and screws  of the same type and finish  as originally ordered  at no charge  these hinges can be easily exchange by removing one hinge at a time  with a ******** s**** driver and replacing with the new hinge and screws . We will send these hinges to you via Fed ex Ground  on 5-10-24 and should arrive  with in 5 to 10 days  

  Sincerely

  *****************************

  Customer response

  05/11/2024

   
  I am rejecting this response because:
  

  1. If the hinges that are currently on the door are replaced with the same exact hinges what is the guarantee that they too will not rust in a few months? Will I being going to have to contact them again for replacement hinges again?
  

  2. You are stating that the cracking is due to expansion and contraction. How does fiberglass expand and contract? But if you are stating that it is due to expansion and contraction I find it very difficult to believe that this has occurred to both the inside and outside of the door around the entire window trim. I beleive I had sent these along with the pictures in my original contact with the company. I can't attach them now due to thefile type in which they are.

  3. When this was ordered online through the ****** website there wasn't an option for the door to be painted.The door ordered was primed. 

  
  

  Business response

  05/17/2024

  A representative from MMI has sent the consumer a goodwill offer that is over and beyond the warranty obligations of repair or replacement.
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a faulty sliding glass patio door that has been deemed a warranty repair, Case # *******-142083. There have been 4 attempts to have the door replaced only to have the technician, ******, arrive with the wrong item. "Oh, sorry 'THEY sent' the wrong door!" 4 times my wife and I have missed work with the understanding that there would be a solution. Still nothing has been accomplished, except the extra damage the techs caused when they started the removal on the 1st trip.The last 2 times the appointment was scheduled I called the office asking that it be checked everything is right before I waste another work day. I was ensured it is all good and ready to have the repairs complete.While Jeld Wen has a reputation for quality products, and it's understandable a defective items may slip thru the cracks, it is a complete disrespect to customers the way I have been treated.If a ********************** part is impossible to have delivered correctly, send a whole replacement door and hire a 3rd party contractor to install it. I do not want to see ****** or anyone else from his office at my door again.

  Business response

  05/13/2024

  A JELD-WEN representative has contacted the consumer with offer of replacement door panels to be installed by a field service technician.  JELD-WEN assures the customer that we honor any warranty commitment concerning the door installed. Direct contact information provided to the consumer.

  Customer response

  05/13/2024

   
  I am rejecting this response because: No action has yet occurred other than a phone call.  The phone call I received offered to give another attempt at what they have already failed to do 4 times, and not much else.  I am willing to see if oversight at a higher level in Jeld Wen will solve the problems I have encountered so far, but at this time I would like this case to remain open until the repairs have been accomplished.
  
  

  Business response

  05/16/2024

  JELD-WEN will continue to work with the consumer until his claim is resolved per the terms of the applicable warranty.  Direct contact information for claim has been provided to the consumer.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 1st of 2024 I bought a jeld wen door to install in a customer's house. I did a brief inspection of the door in the store but all the problem areas were covered and could not be seen. When I got the door to the customer's house and opened it up, I found that the screws for the hinges are at about a 20 angle. So the head of the s**** pokes out and hits the other side of the hinge plate. This is true on all three hinges. Also the screws that hold the threshold to the jamb we're only screwed in about 3/4 of the way. I am not looking for my money back. I can fix these problems myself. However, after paying almost $600 for this door, I should not have to. Jeld when needs to do something about their quality control, it looks like a 6-year-old put this door together. As a busy contractor I don't have time for these ridiculous issues that just shouldn't be on a door that I pay this much money for. Also the brick mold that is attached and comes with the door on one side shows about a half inch of reveal at the bottom and about 3/4 of an inch of reveal at the top. My name means everything when it comes to my business. I strive to be the best at what I do. And installing doors that come with issues already built in makes my job harder.

  Business response

  05/13/2024

  A JELD-WEN representative has emailed customer to review the warranty issues related to the door. Direct contact information to representative was provided to the consumer.
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Jeld Wen vinyl window from menards in summer of 2023 and my nightmare started. Initial window had a stress crack so had to wait for a new one/ (didn't see it til after installed so they made it clear I should have unwrapped it and store and inspect it with a magnifying glass). My bad. Replacement came back and to say it was **** poor craftsmanship is an understatement. Warped sill, excess glue all over like the glue guy fell asleep on the job. Installed it anyway (huge regret). THEN.... as it tends to do in ********* it get's cold in winter. I noticed a spider web/glob sized frozen chunk on the inside of the window (bottom sill where panes meet). On more than one occcasion. In February I decided to call and find out what my options were for this window. Firstly, I filed a claim and was in contact with customer service. They took basic information and attempted to explain it away as normal condensation or improper install. I informed her in my 45 years on this planet I've never seen this with a window. So I respectfully disagreed. She had me send over photos and said they'll email with options. Not shockingly, I didn't hear a word for about a month. I have emails to document EVERY single interaction. I call back and they said "not sure what happened" sorry. I'm said huh... guess I'm glad I called back. After the runaround regarding a virtual inspection, the individual I was going to schedule it with said "Sorry it's not covered under warranty (condensation). This is an absolutely disgusting experience and an utter waste of time. I'll be ripping this window out and replacing with literally ANY other window brand. So glad I opted to buy one window and trial it out before replacing the rest of the house windows. I've used Jeld Wen in the past with wonderful customer care. So thank you ********************** for a god awful experience that would have taken very little to remedy. AND.... I will be posting my photos of this iceberg INSIDE OF MY WINDOW on as many sites as I can asking just how normal this is with a giant "JELD WEN" in plain site!

  Business response

  04/30/2024

  A JELD-WEN representative has contacted the consumer to offer an inspection.  Direct contact information for the JELD-WEN representative was provided to respond to the offer.
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house built in 2018 has Jeld-Wen windows.One of the windows became defective recently as it accumulates condensation.Jeld-Wen has lifetime warranty on their windows that covers condensation as well.I contacted Jeld-Wen in ****** but they refused to take care of it under warranty saying that it is builder's responsibility while in fact the warranty is given to the product and not to the builder or the individual.I would truly appreciate BBB's assistance in having this defect eliminated under manufacturer's warranty.Thank you!

  Business response

  04/10/2024

  TeA JELD-WEN warranty representative contacted the consumer to offer a replacement glass unit. Since the warranty coverage for the labor has expired, the consumer was offered an estimate for the service labor.  Direct contact information was provided for the claim.
  ll us why here...

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September of 2022 i purchased Jeldwen windows from Menards and installed them. The following two ******* the windows froze up so badly i couldnt open them. They sent out their technician and he couldn't fix the problem. Ive contacted jeldwen warranty and they refuse to replace the windows or refund my money.

  Business response

  04/03/2024

  A JELD-WEN warranty representative has attempted to contact the consumer via email and voicemail and no response has been received.  Direct contact information has been provided to the consumer to reach the representative to review the claim.

  Customer response

  04/03/2024

   
  I am rejecting this response because:
  No one has contacted me since ive previously spoken with the warrenty department prior to this BBB claim being made. The last supervisor i spoke with, prior to this complaint, said that what im experiencing is how the windows are intended to work and that response is what made me contact the BBB. It is unacceptable as these windows freeze as bad as the 30+ year old original metal frame windows that i replaced with jeldwen windows. 

  Business response

  04/08/2024

  A JELD-WEN representative has contacted the consumer via email and voicemail of offer a field inspection of the reported issues.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩