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Business Profile

Door Manufacturers

JELD-WEN

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Door Manufacturers.

Complaints

This profile includes complaints for JELD-WEN's headquarters and its corporate-owned locations. To view all corporate locations, see

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JELD-WEN has 47 locations, listed below.

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    Customer Complaints Summary

    • 135 total complaints in the last 3 years.
    • 43 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We ordered replacement windows for our home via ********** on 9-13-2022. We chose Jeld Wen for their reputation of quality at a reasonable price point. While our experience with ********** has been excellent, I cannot say the same for Jeld Wen.Upon installation (December 2022), the grids in three sashes were crooked or bent, holes for the window locks were drilled in the wrong place, one of the large picture windows cracked due to a misplaced shim of metal in the framing, and multiple window screens were damaged or weren't even shipped.Installers returned March 23, 2023 to replace three bottom sashes, a window screen, and the picture window that has been cracked corner to corner since initial install. Once again, one sash had an incorrect drill hole placement for the lock, causing the need for yet another replacement. The sash was also missing mechanical hardware.The replacement picture window arrived with warped/bent/misaligned gridwork; installers did not install it. They will (once again) need to return to replace items that should have never passed a quality check or left the manufacturing facility.In total, we have spent $5757.79 on these replacement windows. I sincerely regret making this purchase based on our experience and the quality of work we have received. I genuinely question the build quality, longevity, and durability of these windows. Jeld Wen has also been poorly communicative throughout this experience. It's difficult to justify spending this amount of money and receiving sub-par craftsmanship and customer experience in return, so much so that others have purposely avoided Jeld Wen having heard of our experience with the company. We have additional windows that will need to be replaced somewhat soon, and while it would be great to have consistency for our home's resale value, I significantly hesitate to utilize Jeld Wen for that project.I have requested, at the very least, a partial refund but have not received a response about that.

      Business Response

      Date: 05/03/2023

      A JELD-WEN representative has contacted the customer and set up a goodwill inspection.  Once the inspection is complete the representative will contact the consumer to discuss next steps. 

    • Initial Complaint

      Date:04/26/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      life warranty was not use because of no purshase paper work from 10 years ago. i wanted a new spring for 1 window that broke,patio door with a seal leaked to replace glass.

      Business Response

      Date: 05/03/2023

      A JELD-WEN representative has contacted the customer and supplied the applicable warranty for the door. A goodwill inspection is being scheduled to review the reported issues. The customer will be contacted with the scheduled date of the inspection.

    • Initial Complaint

      Date:04/24/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered 5 Siteline double-hung wooden windows in May 2022, which arrived within the estimated ***** week timeline. I did not have any issues with the hardware and am grateful they came given COVID disruptions, however, I never received the screens that go with the windows. I've checked back in periodically with the distributor but he has not been able to get an ETA. Now it is approaching May 2023 and still no word. It feels like I am an afterthought since I've already paid in full, but the screens are really important for us to be able to use the windows in Summer. I would appreciate any help in resolving this even just an ETA to look forward to would be helpful.

      Business Response

      Date: 05/01/2023

      A JELD-WEN Customer Experience representative has contacted the customer to confirm the screens have delivered to the Dealer. The customer has confirmed the receipt of the screens.

    • Initial Complaint

      Date:04/14/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered an almost **** dollar impact rated slider for my home from JELD-WEN through Lowes. The installer came to my house to put in this slider and said he couldnt install it because it did not have an astragal that was needed. ***** contacted customer care and they said they would send a new handle set with an estimated delivery date of end of May. I finally got involved because there was no mention of the astragal that was needed. Then JELD-WEN said they would need a photo of the slider. I sent one and they said they would need one of the edge. These sliders weigh hundreds of pounds being impact rated and I told them I would not remove the protective wrapping and move them around and take photos and possibly damage the doors or injure myself. They have gone radio silence with myself and lowes. I have a hole in my house covered with ply wood. I ordered three doors through JELD-WEN over a year ago and have yet to have one successfully installed. The level of care is at best subpar and unacceptable.

      Business Response

      Date: 04/20/2023

      A JELD-WEN ************* Representative has confirmed with the consumer that they have opted for a full refund and the dealer will pick up the uninstalled door.   JELD-WEN will be closing the warranty claim.

      Customer Answer

      Date: 04/21/2023

       
      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

      Date:04/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased JELD-Wen patio door from *********** In September the outer window spontaneously exploded out. Contacted JELD-Wen and they said they would honour the warranty and would order a new door. No action or contact from them for weeks. I contacted them many times just to be told they were working on it. Supply chain was delaying things. It is now APRIL. I called to speak to the customer service rep that was dealing with this and he is not currently working now. Do not know what that meant. So now another rep is dealing with it and he now tells me the door has NOT ever been ordered and they will not honour the warranty. Youve got to be kidding me. Weve been waiting 8 months for nothing! I wouldnt use their products again if it was given to me free. The most horrendous customer service Ive ever experienced.

      Business Response

      Date: 04/20/2023

      A JELD-WEN customer representative has contacted the consumer to gather additional information about the door since the consumer is unable to provide proof of purchase. As a gesture of gesture of goodwill,  JELD-WEN will supply replacement door panel if the product is determined to be a JELD-WEN door.

      Customer Answer

      Date: 04/21/2023

       
      I am rejecting this response because: Im sorry to reject JELD-WENs response at this time but Ive been down this road before. The rep did contact me and said they will send someone out to measure the door and then they can move forward with the ordering of the new door, and for that I am thankful, but that is what I was told in September of last year (2022). 
      If I selected the option of accepting the companys response, this case is closed and I no longer have a way to update this claim. I will update this claim as soon as the door has been replaced. We had two doors and a kitchen window replaced when the kitchen renovation was done. Although it is true we could not find the invoice for the door in question as it was purchased separately but the etchings on all the windows are of the same company. The goodwill of the company was very much appreciated but it was originally given in September 2022 and sometime between then and now was reneged upon.  I am hopeful that this company will follow through with their promise and I will update this claim as soon as this issue is resolved completely. 

    • Initial Complaint

      Date:04/11/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im currently building a new home, ********** ordered over 140k in Jeld Wen windows back in December 2022, from Builders Supply. Jeld Wen promised the windows on Feb 2023, then they said they were not going to be ready until March 2023. Then ********** was told that some of the windows dimensions would need to be changed cause they didnt make the windows in those sizes anymore which changed the look of my home. The framers had to come back out and re-frame the windows. The timeframe changed again, Jeld Wen promised the window for April 2023. ********** talked to someone in management to complain he stated the manager was not helpful and did not offer any assistance it appeared as though the manager was reciting a script. Well its April 10, 2023 and Jeld Wen stated now the windows should be ready on May 25, 2023. ********** is unable to continue with stucco and I had to put OSB boards on the windows to secure the property. Im writing cause I have no where to turn. Its a shame Jeld Wen is allowed to do this. This is costing me thousand of dollars monthly cause I have to pay interest on my construction loan without any progress on my home.

      Business Response

      Date: 04/20/2023

      A JELD-WEN ************* Representative is working with the consumer to obtain the order details so JELD-WEN can provide accurate delivery information.   

    • Initial Complaint

      Date:03/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We built a new home in **** and the builder (NVR) used Jeld-Wen wood based windows. The issues started about 5 years later. Windows were rotting. I purchased 3 replacement windows at my expense to replace some of the worst windows. The situation has gotten much worse and ***** started exploding out and that is when I noticed the windows were manufactured WITHOUT PRESSURE TREATED WOOD. As a matter of fact the wood used was OSD plywood, the CHEAPEST wood available. No wonder they are rotting. I contacted Jeld-Wen and they refuse to help me stating they are out of warranty. What I am telling them is the issue is not warranty, IT IS FAULTY MATERIAL used in the manufacture of the windows.

      Business Response

      Date: 04/05/2023

      JELD-WEN customer representative notified the consumer that warranty coverage for reported issues experienced on the **** windows has long since expired.

    • Initial Complaint

      Date:03/09/2023

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      $1,492.25 for a single double-hung window Wood-clad ******** chestnut purchased at Lowes on 09-03-22, **** ***** x ***** item #******, Transaction # ********, invoice #*****, P.O.#*********. Custom made window, which when received at Lowes didnt include the paid for double screens in Bronze. This item should have been included with the Window, but was not. This is meant to protect interior from weather and bugs. Whats upsetting is that quality control of manufacturing is allowing their product to leave production line incomplete. Ive received an item that is partially complete, yet has been 100% paid for upfront and in good faith. Please, please, please dont send out items that are partially made.

      Business Response

      Date: 03/24/2023

      A JELD-WEN representative has reached out to the consumer and provided an estimated delivery date for the screens.

    • Initial Complaint

      Date:02/27/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed a window order and 4 of the 10 windows were missing the bottom sill extension. Bartons of ******** **. we're made aware and they ordered the 4 sill pieces. I have been waiting over 4 weeks for these to arrive and nothing. I have spoken with the manager ******* on 3 eperate occasions and he assured me he would look into why not received and call me back. He never calls me back and I am frustrated. He said the communication he has had via email is they are being shipped via ****** This has been for the past 2 weeks. Customer wants these windows installed but cannot due to missing sill pieces.

      Business Response

      Date: 03/13/2023

      A ************* representative has contacted the customer who confirmed the missing parts have been received.  JELD-WEN apologizes for the delays and appreciates the customers patience while we worked to get this resolved. 

      Customer Answer

      Date: 03/15/2023

       
      I am rejecting this response because:

      The delay in Jeldwen getting these parts shipped out caused my client distress in completing her window installation. Yes we finally received the missing parts and received an apology from Jelwin but damage has occurred. I explained a monetary compensation should be given to my client for the added delay to her project. I received no response.

      2 months was too long to wait for these parts to arrive.

      Thanks,

      ****

       

       

       


      Business Response

      Date: 03/23/2023

      An offer has been extended to the consumer as a gesture of goodwill.   

    • Initial Complaint

      Date:02/21/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered one (1) custom casement window from Jeld-Wen in mid-September 2022 and did not receive it until 12/21/2022. The window arrived with no screen. Menards rep at that time said screens from Jeld-Wen are on back order. Here it is 2/19/2023 and still no screen. Menards reps have been working on my behalf to get the screen, but as of now Jeld-Wen is telling them it may still be at least another month or later to get the screen that has been paid for as of last September. I dont care if Jeld-Wen is having a supplier issue. Do what needs to be done to deliver my screen now!

    JELD-WEN is NOT a BBB Accredited Business.

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