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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:10/18/2022

      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 ordered 2 windows same size, same date 06/17/22 , on the same order, paid with the same card at one time. the widows are a standard size , the delivery date was 8/11/22. I got notification that my windows were ready for pick-up on 08/30/22 but when I went to pick them up there were 2 windows on the packing slip but only one on the truck. It took from 08/30/22 to 09/14/22 for them to say we don't know where the second window is so we will order another one on rush order. It is now 10/17/22 and still no replacement window. I live in ********* and have a large hole in my house waiting for a window that was ordered 06/17/22. When I called customer service they said well we don't know where it is, it's not in production yet we have no anticipated deliver date. When I asked for my money back they said they do not do that. I have had a contractor put an addition on my home scheduled around these windows, they cannot finish the exterior or drywall the interior of my home without this window and it is getting very cold outside ( below freezing) yet Jel-wen will do nothing to assist.

      Business Response

      Date: 10/27/2022

      JELD-WEN representative has communicated to the consumer that the order has delivered to the store and provided direct contact information if any further assistance is needed.    

    • Initial Complaint

      Date:10/13/2022

      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.
      Jeld-Wen defective sliding glass door purchased August 2021, they will not contact me for warranty repairs. After several calls they did come to assess the patio door in July and found major issues, the tech ordered parts and a new sliding panel. I have called customer service at least five times times over the last month and they tell me the parts are in their warehouse, but they cant tell me when someone will fix the issue. The defects and air leaks from the door last winter cost me several hundred dollars on my energy bill. Im looking to get the functional $2500 door I purchased a year ago and havent been able to use due to the manufacturer defects. Jeld-Wen allows their customer service reps to disconnect a customer call if the call is escalated, without using vulgar language. I was hung up on twice for pressing them on my issue and asking for a supervisor in an attempt to get my issue resolved. I did request for compensation on my energy bill since the increase in cost was related to the manufacturer defects, which I was told no. Based on the bad quality, cost, and customer service provided I would never recommend purchasing anything from Jeld-Wen. This surprise patio door for my wife has been a complete nightmare. Even if they cant fix the issue I want them to know their customer service process is hopeless and ultimately this will impact their brand, which I thought was great until I became a customer. If they are willing to refund my money I would be glad to tear the door out and drop it off. I just want to be done with Jeld-Wen at this point. Sadly knowing their approach to customers I dont expect much from this complaint, but its my only option in hopes to get this resolved.

      Business Response

      Date: 10/17/2022

      A JELD-WEN Specialty claims associate has contacted the consumer to review the issues with his product.  Shipping information for the new panel was provided and the consumer will be contacted to schedule service once the service provider receives the panel.

    • Initial Complaint

      Date:10/12/2022

      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.
      Installation of two replacement windows in upstairs bedroom. Multiple attempts to "fix" the problem to make the windows usable have failed. I cannot open the windows without a great deal of effort. If I needed to open it in an emergency, I could not. Paid over $3600 and neither window works correctly. First set of windows were not "square" so were replaced. Second set had missing parts that we waited months for. When complained about difficulty opening and/or closing windows, WD-40 or Pledge was suggested.Warranty phone number: ************

      Business Response

      Date: 10/21/2022

      A JELD-WEN representative has contacted the customer and offered an inspection to investigate the issues with the product installed in the home.

    • Initial Complaint

      Date:10/10/2022

      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 a custom patio door from Jeldwen on June 24, 2022. At this point our delivery date was 28 days from the order date. We had the house prepped, a giant 10 foot hole cut in the house, and moved along with our project as we were assured everything was on time. When our delivery date came and went, we were given a 2 week extension to mid-august. This continued every 2 weeks until now, October 10. Every 2 weeks our delivery date comes and goes with a 2 week extension. I would be more than understanding knowing there are supply chain issues if we were given a realistic expectation from the beginning, but we have been continually lied to for 4 months. If we had been told it would be months, we could have closed up our home, or come up with a different solution, however we've been told "it will be 2 weeks, it will ship in 5 days...etc" every time our delivery date passes so we hold out hope. The frustration has been incredible for such an expensive custom door and to say our customer service has been abysmal is an understatement. I have continually called, emailed, and asked for a reliable date with no response whatsoever from the company.

      Business Response

      Date: 10/17/2022

      The consumers door has been shipped and currently on track to deliver by the end of this week.  A JELD-WEN customer service representative will continue to update the consumer on the status of the delivery.

    • Initial Complaint

      Date:09/27/2022

      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 a Premium Vinyl Sliding Patio Door 72x80 with tilt and raise blinds iin July 2008. A few years ago the control for the blind broke and a replacement control was sent and worked fairly well. A few weeks ago we came home to find the inside glass of the fixed panel was shattered due to no known reason. The company refused to help, "out of warranty". I showed them a photo of a manufacturing defect pointed out to me by my ******* hired to replace the door. It was a ribbon of material that was not in place evident from the manufacturing of the door. Jeld-wen refused to admit it and only said "out of warranty", I believe that defect was related to the breakage and want them to stand behind their manufacturing defect. I have photos and the door but had to replace it for safety of our home and ourselves.

      Business Response

      Date: 10/06/2022

      A JELD-WEN specialty claims associate has advised the consumer that the patio door panels with blinds are no longer under warranty.  JELD-WEN has offered to provide the consumer a quote to replace both pieces of glass. 

    • Initial Complaint

      Date:09/13/2022

      Type:Customer Service 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 windows through Jeld Wen in April. They originally were sent to the wrong plant and put on hold, and I had to call and figure out the issue. Next they came in months later with 8 of them broken. Now, five months later (after reordering the broken ones) after stating in April we would have the windows in 5 weeks, 6 windows came in wrong this time. They were either the wrong color completely, wrong grid pattern, or wrong color and no grid pattern. Also, we asked for crating for the order. No crating was done. I have receive 0 reimbursement from Jeld Wen or apology. The Iowa plant that our windows were done at, obviously do not care about there work. On top of that, the windows they sent are all 1/2 inch too wide so now I have to pay a framer to redo the framing. I will never buy anything from them again.

      Business Response

      Date: 09/23/2022

      Tell A JELD-WEN warranty representative has contacted the consumer to offer product replacements of correct color and configuration.us why here...

    • Initial Complaint

      Date:09/06/2022

      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.
      ********** hired this company to cut and install a door that I ordered from them. Not only did it take around 6 months for them to cut the door and install it. The cut it wrong and now I have a gap on the bottom of my door where air can come through. I told them about the issue and I set them measurements and pics. The never even sent someone out to look at it. All the did was send me some insulation parts to possibly repair it myself. I didnt spend the amount of money that I did to get shoddy work and to have to repair it myself

      Business Response

      Date: 09/22/2022

      JELD-WEN only manufactured the door the customer purchased through Home Depot.  JELD-WEN did not install the consumers door but did provide parts to assist in the repair.

    • Initial Complaint

      Date:08/22/2022

      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.
      Bought a sliding patio door from Jedl-Wen v-**** through a dealer.The door is clearly defective. 1. The track that the door rolls on is loose and is a major safety hazard due to tripping.2. The astragal is very loose.3. One of the panels is difficult to slide and makes a grinding noise due to a poor fit with the top track,Contacted Jeld-Wen for warranty support. They have been completely unhelpful.March 28: Initial contact. **************** rep ***************************** rejected warranty support because a serial number is required. She was unable to provide valid instructions for locating the serial number for this door.April 18: The original dealer, 84 ****** was able to get Jeld-Wen to acknowledge their warranty. **************** rep ********************* promised *********************** parts would be in stock and a technician would contact me on May 5.No contact until June 1: Jeld-Wen claims the parts had to be re-ordered.June 1: **************** rep ******* promises to have a supervisor call me. Never happens.August 11: **************** rep ***** promises parts will be in stock on August 18.August 22: ********************* sends to customary "one more week" parts email. New ETA is August 29th.

      Business Response

      Date: 09/01/2022

      A JELD-WEN Specialty Claims Associate has contacted the consumer that the scheduling department will reach out to schedule an inspection of the door and perform any needed service repairs.

      Customer Answer

      Date: 09/02/2022

       
      Complaint: 17751294

      I am rejecting this response because:

      This changes nothing and is actually my exact frustration in the original complaint.

      I have been contacted by claim specialists many times over the past 4 months, always with the promise that a service tech would contact me within a few days. 0 techs have contacted me or inspected the door. I no longer  believe they have any techs.

      Id like a prompt refund so that I may conclude my relationship with Jeld-Wen, this door can be replaced by one that is not a safety hazard, and I can stop wasting hours trying to resolve their manufacturing defects.

      Sincerely,

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

      Business Response

      Date: 09/06/2022

      JELD-WEN has scheduled a service date with the consumer to repair the product issues and inspect the installation of the door.  JELD-WEN will continue to work with the consumer to resolve the issues per the terms of the applicable warranty for the consumers door.  Direct contact to the customer service representative has been provided to the consumer. 

    • Initial Complaint

      Date:08/22/2022

      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.
      Window Sash cracked after installation for no apparent reason, it must be a manufacturer defect. Size - 51-7/8x **** hurricane window. I have emailed and called the company without response.

      Business Response

      Date: 08/31/2022

      A JELD-WEN representative has contacted the consumer to request a better picture of the window label with the sizing information so that a replacement window sash can be ordered and shipped to the consumer.  The original picture provided was too blurry to obtain the window measurements.

    • Initial Complaint

      Date:08/11/2022

      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 ordered Jeld-Wen windows from ********** #**** on May 16, 2022. The Jeld-Wen representative, *******************, and the ********** representative, ********************, stated that "delivery would be within 100 days", by August 24th. The receipt states an "estimated arrival date of 6/10/2022". I have spent all of July calling, texting and emailing both ***** and ***, weekly, then daily. I finally received a response last week from *** after escalating to a ********** manager, ***************************. The windows that were scheduled to arrive next week would arrive "11/14/2022", (see email July, 29), he stated it was due to the custom "Sea Foam" color. So we changed it to a standard color, black, which resulted in a delivery date of Jan, 4 2023 (see email Aug 8). We then requested to switch to vinyl windows for quicker delivery, he responded it would be no faster ( email Aug 9th). We have contracted with this company for their windows on their promised delivery date before winter. We have given them 3 options: wood in Sea Foam, wood in Black, or black vinyl. None of which they state they can deliver before October. Because of the delays in the entire window industry, switching companies will not get us windows before winter. There is substantial cost to this delay. I will not be able close my house to the elements before winter. My framing will soak in ************ warping & getting damaged. My sheathing may weaken or have to be replaced. My fasteners will rust. The building and occupancy of my house will be delayed a minimum of 6-9 months. This will result in 10's of thousands in costs and damages. I need windows and doors by the end of September.

      Business Response

      Date: 08/19/2022

      JELD-WEN apologizes for the delays in the delivery of the consumer's product.  Our business has been impacted by supply chain issues outside our control.  Based on current estimates from our material supplier, two shipments are estimated to deliver end of September and beginning of October respectively.  A JELD-WEN **************** Representative will continue to keep the consumer updated between now and the expected shipment dates, but please let us know if you have any questions or concerns in the meantime.

       

       

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