Business Profile

Door Manufacturers

JELD-WEN

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:12/07/2024
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 placed a window and door order with Jeld-Wen through a representative in July. Part of the order arrived in October (some broken) and some we were told were "backordered". We've been given several dates by which the missing windows were supposed to arrive and they continue to push it back. We cannot finish the siding or close up the house and it's freezing and snowy now. We've had to push back work and put subs off since the drywall cannot be done until the missing windows are in. In addition, the Jeld-Wen tech came out once to fix the broken windows and told us he'd come back but never has. They're not fixed... We'd like a partial refund and some real assurances the the missing windows will be delivered in the next two weeks at the latest. And we'd also like the tech to return to fix the broken parts of the windows that were delivered.
Business Response
Date: 12/20/2024
A JELD-WEN representative has contacted the consumer to provide updates on the *** of the multiple orders JELD-WEN has received. Additionally, per the terms of the applicable warranty, the customer will be contacted to schedule a subsequent service visit to repair reported issues on the installed product. The request for compensation will be reviewed once all the remaining product has delivered and been accepted.
Customer Answer
Date: 12/20/2024

This response is accurate but I will not accept it as I do not wish to close the case until the missing units are delivered and they've told me what kind of partial refund they will provide. We've been told numerous times before that the missing units were going to be delivered only to have them push the date back by another month so I'll believe it once they've arrived at the job site!

Business Response
Date: 12/20/2024
Thank you for your response. JELD-WEN assures the customer that the warranty claim will remain open until all the product has delivered and all warranty issues are resolved.
Initial Complaint
Date:12/07/2024
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.
Used Lowes installation in *******, ****** to order a new door and some windows back in June. They arrived and were installed in October. The door has blinds within the glass that didnt work on the right side from the day the install was done. We tested them the day Choice, a contracted installer through Lowes, installed them before they left. We told them the blinds on the right were non operational. They said it was a Lowes/warranty issue. Ive been fighting Lowes and their manufacture of the door Jeld-Wen ever since to get the door fixed. After months and months of back and forth, Jeld-wen finally sent and email that said the replacement part was ordered and would be installed by their team by December 2, 2024. On 12/6/2024, when no one contacted me, I called Lowes again to check in, only to find out the Jeld-wen NEVER ordered the part and lied! They never ordered it because they dont have a facility or their own technicians IN ******!!! ***** sold me a product that they said had a warranty and now I find out that they cant Actually warranty it because JELD-WEN doesnt have the ability to actually come out and fix it and Lowes cant find a third party to do it. Choice wont do it and turned it down because it not their issue and they do t wont to be sued for a bad install, and I agree, its not their issue. ***** said JELD-Wen offered to refund the door so we could reorder a new door, BUT, not the cost of the installation. So Id have to buy another door AND pay for the installation again. And why would I want to reorder another JELD WEN door that cant be warranties???? We want our $8000 back for the door AND the installation we paid Lowes for so we can go find a REPUTABLE business that can do order and install a new door WITH a warranty that can ACTUALLY be covered. I also want ***** to stop selling JELD WEN products in ****** if they cant actually warranty them so no other customers are sold faulty products that cant be fixed.
Business Response
Date: 12/17/2024
A JELD-WEN representative contacted the consumer with a warranty refund offer that has been accepted. Direct contact information has been provided to the consumer if there are any follow up questions.
Initial Complaint
Date:12/02/2024
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.
I purchased a Jeld-Wen exterior patio french door through Lowes on February 28, 2024. I purchased the door because my old door was drafty and I explained I needed a cold climate door. Lowes sales person noted this door was appropriate for my needs but noted that Jeld-Wen has bad customer service. Total cost of materials $2075.91 and Labor $1133.90. The product is defective. I worked through Lowes and Jeld-Wen to try to resolve the issue. Lowes installer claimed the door is defective and Jeld-Wen doors tend to have this problem (does not close flush). Jeld-Wen virtual inspections show that the door was defective. Jeld-Wen did not honor their own virtual review and claimed installer error. Then Jeld-Wen agreed to replace panel which were installed but the door still did not close correctly. Now that it is winter, the cold is coming through the seams where the doors do not close. This is a defective product and should not be sold in the market. The manufacturer should also stand behind their product and replace defective products based on their inspections.
Business Response
Date: 12/17/2024
A JELD-WEN representative has contacted the consumer to offer a virtual inspection to review the installation with their installer. Direct contact information has been provided to the consumer to proceed with the offer.
Initial Complaint
Date:11/26/2024
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.
Back in September, I went to ********** to order a front door for my home build. I did weeks and weeks of research and came across your company. I fell in love with the Architecture Collection for its beautiful farmhouse lines, durable fiberglass design, and depth of color palette. I put the information for my order in at the ************, IL **********. My builder then called and ordered from this order. In the process, the woman at ********** put in the wrong color order - we requested Warm Toffee, she put in the code for Milk Chocolate. I was unaware of this, and our builder ordered and signed off on the specs I put in with **********, never knowing that this mistake was made by the ********** customer service **** I acknowledge this was *********** fault, not yours. But flash forward 10 weeks to when my door was delivered and the Jeld Wen delivery crew dropped my door and damaged it - frame and door were cracked. Whats more, when they stained it, they closed the door too soon, so the stain stuck and peeled all along the frame. Your company graciously allowed us to keep the door until the new one came, something we are very grateful for as it stopped our build from being delayed. However, when our builder explained the color order mistake, and asked if Jeld Wen could help us by fixing *********** mistake, they said they couldnt do anything and had to send us the original mistaken color we ordered. This makes no sense to me. I acknowledge that it was in no way your fault. But it also costs your company nothing to correct your suppliers mistake and make a customer happy. We are going to have this door for years, and every time I look at it, Ill be reminded not only of the ********** mistake, but also of the manufacturer who couldnt take a minute of compassion to delight a customer whos making a very expensive, lifetime purchase that now is not what we wanted.
Business Response
Date: 12/11/2024
A JELD-WEN representative contacted the consumer to review the claim. The store placed a replacement order for the door that will be delivered to the store for pick up. The consumer was provided direct contact to JELD-WEN warranty representative if there are warranty issues with the new door.
Customer Answer
Date: 12/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint. The door was too far in production to fix so I had to accept the error. Still wont buy from them again but they technically resolved my issue.

Thank you.
Initial Complaint
Date:11/12/2024
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.
In November / December of 2023, we placed (another) warranty claim for ( another) manufacturer issue related to one of the many windows we have in our brand-new build. One of the issues we noted on our warranty claim was the fact that the sealant is missing from various windows. Our master bedroom being one of them. A tech came out to address the claim. He said he fixed the issues. Fast forward to now and we notice there is water damage in our master bedroom to our hardwood floors. After investigating, it's been determined the missing sealant has caused rain water to penetrate into the window sill, behind the drywall and down into the floor. There is now MOLD on our drywall, the lumber and our hardwood floor. Since October 22, 2024, we've been attempting to work with JeldWen customer service - ******* and ****** - to send a tech back out here to re-inspect and resolve the issue. ******* has also claimed she needed to get with her legal team to receive proper sealant/installation documentation for some reason? Not clear why the ** legal department would have tech/specs requirements. But we still haven't received the documentation. There has been a lack of willingness to come out and inspect the manufacturer issue and there has been multiple times we were promised a call back but haven't received one. Most recently ******* promised the installation manager would call us Monday, 11/11, to discuss sending a tech out. No one has called as of 11/12/2024
Business Response
Date: 11/21/2024
A JELD-WEN representative has contacted the customer to offer a service visit to review the reported issues. Direct contact information has been provided to the consumer for the claim.
Customer Answer
Date: 01/21/2025

I am rejecting this response because:

We previously filed a BBB complaint against JeldWen in November 2024, because of a leaky master bedroom window causing drywall and hardwood floor water damage. This improperly manufactured window had a requested fix from us - the homeowners - the year prior (end of 2023), which ** claimed they resolved after sending a tech out end of 2023. It wasnt fixed apparently. ************* from ** refused to send a tech out to inspect this latest water damage / leak issue from October / November 2024 when we called back to tell them whats going on. Once I placed the BBB dispute November 2024, ** corporate agreed to send someone out December 26, 2024. BBB then prematurely closed our dispute with ** prior to anyone actually showing up from **. A ******* came out, inspected and said they would send in a report on December 26, 2024. We have NOT heard any follow up on that report and next steps to resolve the leaky window and water damage. No one from ** will call us back. No one from ** has emailed us. Which is why we are reopening this complaint about the leaky master bedroom window causing water damage.

Business Response
Date: 01/24/2025
A JELD-WEN representative has provided an offer to the consumer. Direct contact information has been provided.
Customer Answer
Date: 01/28/2025

I am rejecting this response because:

We are deciding how wed like to proceed now that Jeld-Wens proposed solution is to not only NOT cover the damage caused by their faulty product, but for us to incur thousands of dollars more in repair bills for the removal/reinstallation of a new window unit. You will have a formal response from us by end of next week as we consult other avenues

Business Response
Date: 02/05/2025
JELD-WEN has provided an offer per the terms of the applicable warranty. Direct contact information for the claim has been provided to the consumer.
Initial Complaint
Date:10/15/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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
Date:09/29/2024
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.
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
Date: 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
Date:09/27/2024
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 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
Date: 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 Answer
Date: 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
Date: 10/21/2024
The customer has received and acknowledged the offer. The payment is being processed and will be mailed directly to consumer.
Customer Answer
Date: 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
Date:09/16/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:09/15/2024
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.
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
Date: 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.

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JELD-WEN is NOT a BBB Accredited Business.