Complaints

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

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JELD-WEN has 47 locations, listed below.

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  JELD-WEN

  2645 Silver Crescent Dr Charlotte, NC 28273-3566

• 

  Jeld-Wen Windows & Doors

  550 Munroe Avenue Winnipeg, MB R2K 4H3

• 

  American Building Supply

  8360 Elder Creek Rd Sacramento, CA 95828-1705

• 

  American Building Supply

  350 Northpoint Dr Coppell, TX 75019-3931

• 

  JELD-WEN

  31725 Highway 97 N Ste A Chiloquin, OR 97624

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.

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 window from Menards on May 21 st for $480. We picked up the window on July 24th and I being a savvy consumer I insisted we open box at the store and luckily we did! The screen was missing, to which ******* stated it was back ordered. Menards got a replacement in Oct. for it only to be destroyed by being run over by a forklift and again I recorded opening it up at the store so they had to reorder another screen. I have since called Jeld-wen many times starting in December and I am always told it will be shipped in a week. If they are able to make screens for stock windows, I don't see what the problem is for mine! I need my screen!!!! My credit card was charged for whole window, but I only got 70%. . If I can't have my screen then they can give me back my money.

  Business Response

  Date: 02/09/2023

  A ************* representative has contacted the customer and supplied the order information for the replacement screens shipping to the store.

  Customer Answer

  Date: 02/13/2023

   
  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:01/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 new Jeld-Wen casement windows for my house remodel project. The windows arrived in July 2022 but without the required screens. Jeld-Wen promised the screens would ship later, but it is now January 2023 and Jeld-wen keeps pushing out the date when they will provide the screens. At this point I have no confidence they will provide the screens so I am requesting a partial refund so that I can purchase screens from another company.

  Business Response

  Date: 01/20/2023

  JELD-WEN representative has updated consumer on the status of the screens. 

  Customer Answer

  Date: 01/23/2023

   
  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:01/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  ordered a custom-made exterior door from lowes 5/21. Cost of door $623.10 plus $464.56 for custom work.door was delivered and installed 8/22.5/13/22 spoke with ***** regarding defect in door (sun shining through bottom panel of door) emailed lowes photo 5/18/22 lowes had talked with manufacturer they stated door was not made correctly (no insulation in bottom of door and it would be replaced free of charge because it was still under warrwnty 6/17/22 door rep came to replace door with new door, but new door was wrong size 11/7/22 installer came with 2nd new door. which couldn't be installed because it was not assembled correctly and also damaged .11/8/22 spoke with lowes regarding manufacturer unable to fulfill the warranty of their product and i would like to be compensated for keeping a defective product 11/14/22 lowes informed me that the manufacturer would reimburse us $400 for the door 11/18/22 I reminded lowes that I paid $1000 for the door and wasn't pleased with $400 but didn't feel the manufacturer was able to honor the warranty and deliver a quality product. Lowes was to talk with manufacturer regarding sending us $400 All in all this entire ordeal has taken 18 phone calls to lowes **** deliveries of incorrect or damaged doors ..and have yet to recieve any compensation for faulty product

  Business Response

  Date: 01/20/2023

  A JELD-WEN representative has attempted to contact the consumer via email and telephone messages to request a copy of the receipt for the door. Upon receipt the representative will contact the consumer to discuss the issues with the doors and refund resolution available per the terms of the applicable warranty.   

  Customer Answer

  Date: 01/26/2023

   
  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:01/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 6 Full door window inserts with the internal operating blinds back in 5-1-2021 thru ******. This turned into a BIG mess because of Jeld-Wen. Let's start at the beginning. First it was on back order with no time for delivery. So I waited several months and was finally notified sometime in August 2021 that they were shipped. However ****** never received them and I had to AGAIN go to the store where the ****** employee got a hold of Jeld-Wen and found out for some reason the order had been cancelled by Jeld-Wen!!!No reason was ever stated by Jeld-Wen. ****** ordered these 6 door inserts again and was issued another PO. This is where things REALLY fell apart! Again I was told they were shipped but again ****** did not have the inserts and had no record of them? Again Jeld-Wen came back and said the inserts were lost somewhere in their shipping dock BUT they had found them and shipped them to ******. So far so good!****** received the inserts sometime in late August/September 2021. I picked them up and installed all 6 myself and I am very happy with the results!BUT in the summer of 2022 I noticed some fogging inside one insert and it looks like the seal has failed allowing the window to leak. I have contacted Jeld-Wen and sent them pictures of the failure as well as my Receipt and Project Estimate I received from ****** when they were purchased. Now the problems start! Jeld-Wen denied the warranty because they said the first PO was cancelled and they did not have any record so no warranty! Yes I paid $2400 and now have no warranty! I called ****** and to their credit they did look into it and found a second P.O. was issued. I have sent this PO to Jeld-Wen with zero response?Note; All pictures and paperwork have been sent to Jeld-Wen already and I followed their service procedures too.I am asking Jeld-Wen to stand behind their product and honor their published warranty by replacing or exchanging my failed window insert.

  Business Response

  Date: 01/09/2023

  A JELD-WEN representative has contacted the consumer to review the issues with his product.  It was agreed that JELD-WEN will ship two door replacement glass inserts with blinds to Lowes.  The consumer will be kept informed of the delivery date.  

  Customer Answer

  Date: 01/11/2023

   
  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:12/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Request: Can you please help me resolve a warranty claim with JeldWen *************** (Case#: ********)? Problem: Jeldwen has been unable to deliver a non-damaged door to me, despite two attempts, in the 429 days that have passed since I purchased it. I have now received two damaged doors at my home - the original and a replacement - but none are functional as originally promised by JeldWen. Background: I originally ordered a $3,618.22 french door on October 30, 2021 from ********** in ****, ** (Store ****). Upon purchase, I was advised the door would take 90 days for delivery, but it took until May 2022 for the door to arrive with significant damage which rendered it inoperable. I immediately filed a warranty claim with JeldWen in May 2022 (Case#: ********) and received a second damaged french door today, December 29, 2022. I have now paid for laborers to unload two damaged french doors from JeldWen and still do not have a unit that I can install in my house. Being a new construction house in Northern ************, the lack of an entry door is now preventing me from heating my home properly and is preventing me from obtaining a mortgage. I would like to have the perfect, non-damaged, operable french door delivered ASAP, as I was originally promised when I bought it in October 2021. Attachments:1. Timeline of events (10/30/21 to 12/29/22) - 1 year, 1 month, 29 days (429 total days) have passed since I ordered the door. 2. Email chain with JeldWen (all email correspondence since I filed the first warranty claim + photos of damage to the second door).3. Photos of damage upon receipt of the original door (received May 2022) .4. Copy of my Invoice and receipt from ********** Store ****, dated October 30, 2021.

  Business Response

  Date: 01/12/2023

  A JELD-WEN representative has contacted the consumer to discuss the issues with the doors and refund resolution available per the terms of the applicable warranty.   

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have Jeld-wen Norco windows. Built home in ****. Since then tons of gas leaked windows. Quality terrible!!! Gas leaking, rotting wood. I can't keep up with replacements. No one wants to install them. Jeldwen gave me an installers name. No return calls from installer. Thousands of dollars to install the half moon windows.

  Business Response

  Date: 01/11/2023

  A JELD-WEN representative has left a voicemail and email with the consumer to discuss her issues and options under the applicable product warranty for a resolution.  Direct contact information was provided to the consumer. 

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This is my second complaint filed against Jeldwen with the BBB. I had issues receiving our 2 French doors that we had ordered over 1 year and 2 months ago. After being sent incorrect or poorly built/damaged doors, I am still waiting to recieve the final panel of my door from Jeldwen. They continually delay and give us misinformation about product timeline/availability. I have filed a warranty claim this time around due to the doors provided not being built correctly and falling apart. They have sent 1 rrplacement door incorrectly already and we had to refile the warranty claim for the correct door. The notes at Jeldwen clearly and loudly say that we need the INACTIVE door remade but they sent us the active door. Now we are going through the same process of misinformation and constant delays, and we have yet to recieve our simple panel door. Jeldwen refuses to escalate or expedite the process even given our nightmare of an experience with them and how much stress and extra money it is costing us to wait for this extremely unprofessional company to deliver the falsely advertised products they market. I would like the BBB to help me recieve my door and get this extremely unpleasant experience done with. If there is any other establishment we can contact to help with our case as well, please advise.Jeldwen case #********

  Business Response

  Date: 12/29/2022

  A JELD-WEN representative has contacted the customer and confirmed the current tracking and delivery information for the replacement door.
  

• Initial Complaint

  Date:11/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ordered a mulled window unit in February of 2022. Delivery date for unit was July. On arrival only one window and **** bar arrived. Contacted jel-wen ****** **. to locate other window, ****** said carrier "lost window", new order was placed for missing unit. That unit was supposed to arrive early September. Again it was blamed on carrier for window not arriving and was trying to be located. Another order was placed for missing unit. Now November I was told I would receive window on november 4th, then 7th then 14th. Still do not have missing window. Jeld-wen apparently has no idea where window is or an arrival date. I even offered to drive to facility and pick it up in person. Will never order or use another product with there name on it. Customer wants to cancel entire job.

  Business Response

  Date: 11/23/2022

  JELD-WEN Customer Experience representative has communicated to the consumer that the order is scheduled to deliver today. The customer will contact the Customer Experience representative to confirm receipt of the order.

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a window in June 2022. The window arrived at Hone Depot the first part of September 2022. There was no mention from Jeld Wen or ********** that the screen(which was ordered and paid for) was not with the window. At that point we began the process of trying to get the screen that we already paid for. ********** contacted Jeld Wen to find out where the screen was and was told it was not made and it would take at least 4 weeks. 6 weeks later still no screen. On November 4 we return to ********** to attempt to find out how much longer for the screen. The sales associate contacted Jeld Wen was transferred FIVE TIMES then told to send an email. She sent an email and a week later we still have no response from Jeld Wen. This screen is paid for and we need to have it installed on the window asap. Otherwise please refund the $1000.00 we overpaid for this window.

  Business Response

  Date: 11/21/2022

  A JELD-WEN Customer Experience representative has emailed the consumer and left a voicemail requesting order information to assist in investigating the complaint.  Direct contact information has been provided if the consumer would like to proceed with discussing the claim.  

  Customer Answer

  Date: 11/23/2022

   
  I am rejecting this response because:

  I have not received an email or a voicemail from JeldWen.

  
  
  

  Business Response

  Date: 11/23/2022

  A JELD-WEN Customer Experience representative has communicated to the consumer that the screen is backordered through our vendor. Customer will contact ********************** closer to the January due date supplied by our vendor.
  

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The windows in my home were manufactured by ******* ******* which is a subsidiary of Jeld-Wen Windows and Doors ******. The parent company is in *****************.The glass in the window units is warrantied against failure, but the installation labour is not.In August 2020 a large quarter round pane of glass failed and claim CIT# **F21A74 was raised by ******* for the glass replacement. A number of units were shipped and arrived broken. Finally an unbroken unit was delivered in July 2021. Due to covid issues, it was August 2022 before I could have the replacement window installed.Due to the size of the glass and the need for 3 levels of scaffolding and multiple handlers for safe installation, my labour cost to install was $1604.60.Internal to the window is a shadow molding which is supposed to follow the profile of the outer radius of the glass. This molding is then covered inside and out by pieces of trim which first had to be removed from the failed glass unit.After installing the new glass and recovering the trim pieces from the old unit, it became apparent that the shadow molding in the new unit had the wrong profile and did not match the trim pieces. This meant that the glass had to be removed and replaced a second time. ******* recognized that they had sent an incorrect unit and replaced it under claim CIT 10H22B70.This second replacement glass was received in October and I had it installed at a cost of $1604.60.As I have had to pay twice for the installation of this glass due to an error on the part of *******, I requested that they compensate me for the second installation.Their response is that they do not pay for installation labour under warranty and they offered me a token $250. This is not about challenging their policy on paying for installation labour, this is about ******* recognizing they have made a mistake and the right thing would be for them to compensate me for the resulting extra cost. ($1604.60)

  Business Response

  Date: 11/16/2022

  A JELD-WEN warranty manager contacted the consumer to offer goodwill compensation that is over and beyond the applicable warranty for labor ********************** contact information provided if the consumer would like to accept the offer.  

  Customer Answer

  Date: 11/17/2022

   
  I am rejecting this response because:

  
  The company is trying to make this an issue of labour coverage outside warranty.

  That is not the issue here.

  The issue is that the company sent me an incorrect product. The flaw could not be discovered until the window had been installed at a cost of over $1600 Cdn.  I therefore had to have this window taken out and replaced at an additional cost of over $1600. 

  I have therefore paid twice to install a window due to a mistake made by the company. 

  It is very disappointing that a company of Jeld-Wen's stature and assets is not prepared to do the right thing and compensate me for their mistake. 

  They can surely afford it better than I can. 

  Business Response

  Date: 11/22/2022

  A JELD-WEN warranty manager has reached out to the consumer to offer additional compensation towards the installation.   Please be advised this one-time goodwill offer exceeds our obligation under the terms of the applicable warranty and as such is our best and final offer.