ComplaintsforJELD-WEN

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought windows from Jeld-wen the end of 2021. Multiple windows came broken and it took months to get all the windows to the house. One replacement was even sent to the wrong location, had to be found and then sent to my house. When examined, the windows were defective. It took months to even get a response from Jeld-wen. They finally sent someone out to look at the windows. He said he could come back and "fix" the windows. We scheduled this and multiple attempts - the tech showed up after I had told them I couldn't make the appointment they scheduled, etc. When this finally happened, he didn't even work on the window with the most issues and caulked the other windows to "fix" the issue. He didn't have all the equipment needed, so said when it was delivered to my house to text them and he would come back. It took months to get the equipment. I texted like he told me too and was ignored. I texted multiple times and even gave dates I was available. I finally was texted back with a text saying my customer service agent would be sent my message and someone would get back to me. I never heard anything else. I began texting again and finally heard back. They sent an email with an appointment over a long weekend and when my power and internet were out due to ***** for over 6 days. They canceled the appointment without me even being able to respond. I have also asked repeatedly to speak to a higher level in the company and they repeatedly told me that my phone number was not working. Turns out, they didn't have my phone number in their system right, even though I had emailed it to them on several occasions. They sent an email appointment last week and when I tried to confirm, it said there was no appointment. I emailed several times and finally a response with a number to call and schedule an appointment. They didn't even acknowledge that I had an appointment. The windows are still defective and let in light and air between the top and bottom panes.

  Business response

  10/31/2024

  A JELD-WEN representative has contacted the consumer to offer a service date.  We are waiting to hear back from the customer confirming the date offered.

  Customer response

  10/31/2024

   
  I am rejecting this response because: I have called multiple times and emailed and my calls always go directly to voicemail. I do not want to schedule service, as the windows are all defective and they have already tried to fix them. I want a refund as stated in my complaint.
  
  

  Business response

  11/06/2024

  A JELD-WEN representative emailed the consumer offering a service visit to repair the windows per the terms of the applicable warranty.  The consumer has been provided direct contact information if wanting to proceed with scheduling the visit.  Copy of warranty attached.

  Customer response

  11/10/2024

   
  I am rejecting this response because: a warranty implies the windows were in good working order when they were delivered and installed. This is not the case. The windows have been defective since delivery and have never been correct. I should have received new windows that weren't defective or a refund. The tech has already tried to repair some of them and this has not worked. He did not even attempt to fix one of the windows and didn't even look at the bathroom window. 
  
  

  Business response

  11/11/2024

  A JELD-WEN supervisor has emailed the consumer detailing the offer to repair per the terms of the warranty.  We kindly request a return response to proceed with the warranty claim. 

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my house on November 21, ******* protect privacy, I will refer to the individuals involved as Person1 and Person2 from ************************* April, I noticed that one of the glass panes in my master bedroom had a broken seal. I sent pictures showing the broken seal, along with the measurements of the glass, to *********. They prepared the necessary paperwork and forwarded it to Jeld-Wen, copying me on the correspondence.This is the fourth glass pane I've had with a broken seal. Typically, I provide them with the room and approximate size, and Jeld Wen can identify the correct one from their ********** demonstrate that my warranty is still valid, I received an email from Urbandale on April 28, 2024."Good morning *****,Thank you for your email and for providing us the picture and the window details. I have attached JELD-WENs warranty for reference, please see below the briefly summarize coverage.Spontaneous glass breakage 1 year Operation, manufacture, and labour 2 years Seal failure with no labour 5 years. Person2, could you please coordinate with our homeowner the replacement of this window seal. Thanks! "I am requesting that my glass be replaced and installed at no cost, having been very patient. OR giving money to hire another company.If this is not possible, I plan to proceed with court. I have spent almost six months trying to get this replacement, sending numerous emails, most of which received no response or only excuses for delays from Person1 and Person2.I have attached the email discussion "EmailDiscussion.txt" with company were they are not doing anything.Thanks,*****

  Business response

  10/10/2024

  A JELD-WEN representative has contacted the consumer to review the claim.  As a one-time goodwill gesture JELD-WEN will provide the labor to replace the window parts.  A copy of the warranty was provided to the consumer.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a door through Lowe&#**;s made by MMI Doors and have been having issues with it since it being installed. I have spoken to Lowe&#**;s who states it is an issue with the way it was manufactured. I spoke to *** and they refused to help me and I am now out $1300 that I spent for the door.

  Business response

  10/11/2024

  A representative from *** contacted the consumer with a goodwill offer to resolve the claim.  Direct contact information was provided to consumer.

  Customer response

  10/17/2024

   
    At this time I have not received any offer just said they would be sending it but I do not have or know anything more 

  Business response

  10/21/2024

  The customer has received and acknowledged the offer.  The payment is being processed and will be mailed directly to consumer.

  Customer response

  10/21/2024

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

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction:2024-02-27 $13,453.59;2024-06-10 $14,265.51 product:V2 bi-fold door, size 216" Width; 90" Height with weather-resistant sill Nature of the Dispute:I purchased an expensive door,brand is la cantina, from a local dealer argonaut, the door was deliverd on june17. after installation and passing the city inspection, I noticed two strange gaps at the bottom of both side the ******* contractor said he was just following the instruction and put every piece together, and he wasn't aware it was incorrect. I contacted the door dealer(***** **********), who admitted wrong sill; however, he said the warranty doesn't cover it because it is incorrect parts rather than defeted parts.after 10 days more negociation, i call la cantina again(they will never contact me...)they said the new sill is under production, they will give me a new sill.which i'm not agree to,because the door has already been installed and pulled concrete and passed city inspection.both inspector and dealer said it will not affect structure. so i tried to negotiate that just send me the correct trim for both sides and arrange for an installer to ensure the trim is properly finished, i guess this will be more effective. but they just insist it's not their duty to help me though this and any if any damages were to occur in the sequence of the removal or re-installation of any of the components, the responsibility and liability would fall on the person performing that scope of work.Current Issues I'm Facing:A delay in my remodeling project Additional costs for uninstalling and reinstalling the door The need for a second inspection by the city Potential verification of the cement composition for compliance Extended temporary housing costs, as I will need to prolong my lease These combined costs will likely exceed $30,000, potentially more than the cost of the door itself.Please let me know if you are willing to assist me in resolving this issue.

  Business response

  10/01/2024

  A LaCantina representative has contacted the consumer to review his claim.  Per the terms of the warranty a replacement sill was provided to the consumer.  Labor is not covered under that warranty.  
  

  Customer response

  10/01/2024

  Thank you for your respond.
  
  While I appreciate that LaCantina has sent out the corrected part(which i have not recieved), I must emphasize that the wrong part was initially provided, and this error was entirely on your company's side, not mine. The replacement process now requires significant effort for removal and reinstallation—an inconvenience that would have been avoided if the correct part had been delivered in the first place. Given the circumstances, I cannot accept this as a resolution.
  
  Although I understand LaCantina's policy on labor costs, the situation stems from your company’s mistake. I am, therefore, formally requesting a refund, as the replacement part provided will not resolve the inconvenience caused or cover the time and effort required for this issue.
  
  In light of California’s Consumer Legal Remedies Act (CLRA), I believe your company's actions—sending the wrong part—constitute a failure to fulfill the terms of the sale. The CLRA protects consumers from unfair practices, including delivering goods that do not match what was promised, which entitles me to request a correction, replacement, or refund.
  
  Since my initial contact on August 29th, I have not received adequate assistance from your company. Therefore, I will no longer accept the replacement leg and will find another solution myself. I am asking for a refund to compensate for the inconvenience and additional effort this has caused.
  
  Thank you for your attention to this matter, and I look forward to a prompt resolution.
  

  
  

  Business response

  10/04/2024

  The consumer was contacted to reiterate there are no defects with the door.  A replacement sill and interior leg was shipped to the consumer.  The applicable warranty does not cover labor or install fees.  It is the responsibility of the installer to replace the parts.   

  Customer response

  10/08/2024

   
  I am rejecting this response because: 

  1 I believe your company's actions—sending the wrong part—constitute a failure to fulfill the terms of the sale. 
  2 The wrong part was initially provided.
  3  The replacement process now requires significant cost.
  4 I have not received any components.
  5  I have not received adequate assistance from your company Since my initial contact on August 29th
  6  I believe your company's actions—sending the wrong part—constitute a failure to fulfill the terms of the sale. 
  7 I am asking for a refund to compensate for the inconvenience and additional effort this has caused.
  

  Business response

  10/10/2024

  As a follow up, the replacement parts were shipped to the dealer where consumer purchased the door.  The dealer has indicated that the consumer does not want the parts.  The applicable warranty does not cover labor or install fees.  Copy of applicable warranty attached. 

  Customer response

  10/11/2024

   
  I am rejecting this response because:

  it doesn’t address the issue adequately. 
  "The incorrect component was sent, yes, but there is not a defect in the component itself. "this was what Tyler Whittaker replied before, and here goes what i replied on sep 13:"for clarifying this. You’re right—an incorrect product is not necessarily the same as a defective product. I looked into the Consumers Legal Remedies Act (CLRA), and in California, if a company sends the wrong product, it typically constitutes a breach of contract or a failure to fulfill the terms of the sale. The CLRA protects consumers from deceptive practices, such as delivering goods that don't match what was promised. Even if the product isn’t defective, sending the wrong product could still violate my rights under this law. This entitles me to request a correction, replacement, or refund."

  Regarding the mention of uploading the warranty, I’m not sure what that refers to, as the problem seems more related to receiving the incorrect product rather than a warranty issue.

  and uploading warranty without a word makes me even more confused

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought four windows of the same size from JELD-WEN and one of them cracked out of nowhere on the 2nd day of being installed I reached out for Warranty on the sash and they have refused warranty even though the window was only about two weeks old

  Business response

  09/25/2024

  A JELD-WEN warranty representative contacted the customer to review the claim.   As a gesture of goodwill that is over and beyond JELD-WENs warranty obligations, a window sash has been offered.  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Screen on there best windows are sloppy let's bugs in can't open windows in summer

  Business response

  09/24/2024

  A JELD-WEN representative has contacted the customer to review his claim and request additional information to proceed with the warranty claim.  Direct contact information has been provided.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I Purchased a newly gut rehabbed home in July 2024 which has brand new jeldwen windows and doors. 3 of the windows wont stay closed. Top sash keeps falling down and I am unable to lock these 3 windows. There appears to be a problem with the balance mechanism that its preventing the top sash from locking into place and the windows from Closing and latching . Repeated attempts to rectify this with Jeldwen have gone unresolved. They are demanding I provide an original receipt or the serial numbers off the windows. The windows are not stamped with a serial number as they claim and I didnt purchase the windows they were purchased by the contractor who rehabbed and sold me the house. He notified me that purchased the windows and doors from ******* and he doesnt have the receipt. The windows are all very clearly marked with the jeldwen logo as shown in the attached pictures. Jeldwen insisted I attend a tele diagnostic call today I left work early to do so and the jeldwen *** stated the Jeldwen windows sold at Menards are not stamped with serial numbers so I will not find a serial number on them. He then stated that he would recommend Jeldwen send a service technician to measure and identify the window model to order the parts needed to ***air the 3 windows. **** the warrantee case manager then called me and is still refusing by to send a service technician to the house to get this resolved. When I asked to speak with her manager she refused to do so. The windows are open and wont close or lock. This is a very serious safety issue. Please ***air or ***lace these windows.

  Business response

  09/25/2024

  A JELD-WEN representative contacted the consumer and offered replacement sash and labor to install. The customer has accepted this offer.
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Special order fiberglass single front door with 1 sidelight from *********** The purchase date was Feb. 10, 2023 with an installed date of March 12, 2023. It is a Jeld-Wen product so after calling HD for this complaint, we were directed to call Jeld-wen Co. directly.The sidelight is full of moisture and is fogged from the inside. It has failed. We have placed a claim with ****- wen including pictures of the failed window last week but they are not going to replace or fix this side light. The total purchase for this product including install was $4,480.82 with an additional cost for the door k*** and deadbolt that was not included.This sidelight has only been installed in our house for 1 year and 5 months and it has condensation, moister and fogging issues already. We just wanted the sidelight fixed or replace. The company is not backing their product. We Extremely disappointed and frustrated.

  Business response

  09/09/2024

  A JELD-WEN representative contacted the consumer via email to offer a goodwill service visit to replace the glass unit covered under warranty.
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6 windows are fading / hazing after only 11 years . Jeld Wen warranty representative ***** emails their assortment of warranties and I find one pertaining to my timeframe which states 15 year warranty with proof of purchase and I.D etching on glass. It also states the I.D may fade away after time . After all this time has passed , the only proof I have are these AAMA Certification Labels attached to all my windows stating Jeld Wen as the manufacturer ( MFR )

  Business response

  09/09/2024

  A JELD-WEN warranty representative is working directly with the consumer to schedule a service date to install parts covered under the warranty to resolve the reported glass issues.
  

  Customer response

  09/09/2024

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

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have asked Jeld-Wen to process a warranty complaint. We have agreed on a price. However, Jeld-Wen just keeps delaying. They make me fill out forms, then never seem to be satisfied that the forms have been filled out. They don't seem to respond to emails in a timely manor.

  Business response

  08/27/2024

  A JELD-WEN representative has contacted the customer with an update on expediting his refund payment.  Direct contact information to JELD-WEN has been provided to the customer.  Thank you.
  

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