ComplaintsforJELD-WEN
Door Manufacturers
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Complaint Details
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Initial Complaint
10/26/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a door from home Depot online for this company. The door was ordered in August. Arrived in September to the store. Picked up from the store and taken to my home. Stored there until my newhome builder was ready to install. He took it out of the box and it was damaged. We called the company the next day to report and the spoke with a lady named Morgan. Morgan said that we had a 90 day warranty and sent us an email telling us to take pictures and reply to email. Couple days later we get a call from a different lady, Amber, asking who told us that their was a warranty and I told her, Morgan, and she again ask did she tell us this? Again I answered yes. She asked us if we dropped the door and I responded no. She put me on hold to speak with her manager came back to phone and said that we had 14 days to report damage and that the store was supposed to check the door. Needless to say Jeld-wen didn’t offer any help for the exchanging of the door.Business response
11/02/2021
A JELD-WEN Specialty Claims Associate spoke with the consumer and confirmed the damaged door was installed. An offer has been made to provide a replacement unit and a credit for replacement installation costs. Final paperwork is in process so that parts can be ordered and credit issued.Customer response
11/05/2021
The reason I am rejecting the JELD-WEN's statement is because the damaged door was never installed. The response I sent to you with the last email shows the correspondents between JELD-WEN's employee and myself when they asked if the door had been installed and I told them no it was never installed.
They have sent me an offer which I plan to accept once they get the official paperwork sent over to me though. I just want to make sure that when the information is documented, it is documented correctly.
Business response
11/09/2021
The consumer has been in contact with a JELD-WEN Specialty Claims Associate to reach a signed agreement to receive a new unit and a store credit towards installation and disposal of the old unit. The JW Associate started the process with the store to order the product and approved the credit to be issued to the store.Customer response
11/11/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
10/26/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased a home in *******, ** August 14, 2020. Part of the inspection revealed a cloudy window pane, that the owners submitted a warranty request to replace (windows installed 2014). When the new window was installed by the contracted installer, they broke the locking mechanism rendering the window ineffective. We were told that Jeld-Wen would be following up with us to repair the window. They did not. I reached out in Oct 14, 2020 after not hearing from them and *********************** followed up saying that because the window was no longer made, Jeld-Wen would issue a credit to the local supplier, ****** Building Supply, for the price of a new window and that I was to sign a document releasing Jeld-Wen from any further liability. I asked her if there were any other options, and she said no. She assured me that the credit would cover all costs to replace the window and that we would have to pay nothing. That was untrue. The cost of the window, installation, labor and painting was quoted around $4000 - the credit was for $1800. After a year of hostile conversations and unreturned phone calls from managers, with proof that Jeld-Wen representatives broke the window on installation, we are going to be out more than $2000 for something that we had nothing to do with. I am able to provide all of the electronic communication, evidence of their responsibility for the broken window to support our case. I cannot believe that a multi-million dollar company handles their customers like this. Thankfully, we are well-connected in our ********************* community in ***** and will be sure to spread the word not to use Jeld-Wen Windows.Business response
11/04/2021
A JELD-WEN Specialty Claims Associate has been in contact with the consumers to request pictures of the replacement parts previously sent to the home to verify they are the correct replacement parts. A service visit will be scheduled to inspect and replace parts needed to operate and secure the windows.Initial Complaint
10/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased french door{$858] at **********.10/08/ 21. I had contractor install door. Upon installation, he discovered the lower lock for the stationary door was not manufactured properly causing him to modify the lower plate to allow the lock to pass thru. Causing longer hours for installation. The door also came from ********** without any screws or plates that should have been provided. They should reimburse me some of the money I had to pay the contractor to fix the manufacturer defects.Business response
10/20/2021
A JELD-WEN Specialty Claims Associate has been in contact with the consumer requesting specific information about the issues with his door and the additional costs incurred to resolve the issue so a claim determination can be made. Direct contact information has been provided to the consumer.Initial Complaint
09/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Bought Jeldwen windows in 2008 with a lifetime warranty on the seals. All of my seals need to be replaced. Put the order in for replacement in July 2020 and was told I would have them within a month. Now 14 months later I am still waiting on them. Every time I check in them I am told I will have them in two weeks or a month. They are being delivered from: The company's address is Jeld-wen **************************************************** ******* Tel (XXX)XXX-XXXXBusiness response
09/22/2021
Business Response /* (1000, 5, 2021/09/22) */ A JELD-WEN Specialty Claims Associate contacted the consumer and ordered replacement warranty parts to be delivered to the store on 10/21/21. Consumer Response /* (3000, 9, 2021/09/23) */ Although the company did contact me and placed an order for me There was discrepancies between Jeldwen and the company I originally purchased the Windows from. Two different stories as to why I didn't receive my glass inserts. Because of the inconvenience of this delay which now means the installation will be done in colder weather and I am dealing with a sick husband, I am requesting free installation to compensate for thisInitial Complaint
09/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
purchased doors in 2014 with a lifetime warranty. The doors are warped around the glass panes causing water to get in our house. After a representative from a wholesaler who represents the door company came to our house- the salesman told us that the doors were not under warranty which is not true.Business response
09/24/2021
Business Response /* (1000, 8, 2021/09/15) */ A JELD-WEN Specialty Claims Associate has spoken with the consumer to request information needed to review and make a claim determination. Direct contact information has been provided to the consumer for the Claims Associate who will be handling his claim going forward.Initial Complaint
09/07/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased a new home and have a jeldwen patio door installed. the door is letting in sound and air. the vendor did come adjust but this did not resolve issue. Its a very expensive door and new and should not have this issue.Business response
01/01/1900
Business Response /* (1000, 8, 2021/09/15) */ A JELD-WEN Specialty Claims Coordinator has been in contact with the consumer via voicemail and email to discuss the issues with their product claim. A virtual inspection is scheduled for 9/15 from which a review of the inspection and a claim determination will be made. Direct contact information with the Claims Coordinator has been provided to the consumer.Business response
09/15/2021
A JELD-WEN Specialty Claims Coordinator has been in contact with the consumer via voicemail and email to discuss the issues with their product claim. A virtual inspection is scheduled for 9/15 from which a review of the inspection and a claim determination will be made. Direct contact information with the Claims Coordinator has been provided to the consumer.Customer response
10/20/2021
Complaint: ********
I am rejecting this response because:have received no follow up from company related to claim JELD-WEN SR-******. This was supposed to be resolved at the beginning of October. Representative on above claim number is unresponsive
Sincerely,
***************************Business response
10/26/2021
A JELD-WEN field serviceappointment is scheduled for 10/27 as confirmed with the ** by a JELD-WENscheduler on 10/22. The ** was providedwith direct contact information for the JELD-WEN Specialty Claims Coordinatorwho is handling this claim and will assist with his claim issues.Customer response
10/27/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
09/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On 11/29/20*********** installed a Jeld-Wen patio door. It was warped and the installer told me Jeld-Wen would replace it. I paid $2000 and was told not to do anything with it until they received a replacement. On January 18th I sent an email to [email protected]. they told me to wait 3 months before they would consider replacing it. I was told it might change with weather condtions and usage.*********** has contacted Steve Gaines, Sales Representative several times.*********** has been wonderful but still no results. It's getting worse as time goes by as it has to be used to go in and out the back door. I spoke to a Stephanie 1-888-594-3578 and she told me it wasn't under warranty because I hadn't painted it yet. I know that in November it will no longer be under warranty and I will be out $2000. Because I am now widowed I rely on honest people to stand behind their product. I'm hoping I am writing to the right people to help me in this matter. Thank you.Business response
09/21/2021
Business Response /* (1000, 9, 2021/09/15) */ On 9/10 a JELD-WEN Specialty Claims Associate reached out to the consumer via phone and email to discuss the issues with their door system. An site visit to inspect the product has been conducted and the report is under review to make a claim determination. Direct contact information with the Claims Associate has been provided to the consumer.
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Customer Complaints Summary
155 total complaints in the last 3 years.
45 complaints closed in the last 12 months.