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

  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:09/29/2023

  Type:Sales and Advertising 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.

  Purchases prehung outside steel door from Jeld Wen about 2012 only to find out that JeldWen uses wood underneath the threshold instead of rubber or other material that is not subject to rotting Furthermore JeldWen is claiming that rotting wood is not covered by their warranty

  Business Response

  Date: 10/13/2023

  A JELD-WEN representative contacted the consumer with a goodwill offer.  Without the purchase information, JELD-WEN cannot determine the warranty coverage for the consumers 2012 door.  A copy of the applicable warranty has been provided to the consumer. 

  Customer Answer

  Date: 10/16/2023

   
  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:09/15/2023

  Type:Customer Service 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 sliding door. When installed the installer saw damages and made note. Now almost three months later I am still waiting for a replacement. They say they are calling and as of today they were supposed to call on 9/13/23 and didnt. Shady unprofessional business I paid $3000 to.

  Business Response

  Date: 09/19/2023

  A JELD-WEN Specialty Claims Specialist has contacted the consumer to review the issues. JELD-WEN is in process of scheduling a service visit to install the replacement parts.

  Customer Answer

  Date: 09/19/2023

   
  I am rejecting this response because:

  I would like to see if their repair person shows up on October 11th as scheduled today  the expectation is to replace not repair  as I have said during all my correspondence  after that interaction I will be happy to close if satisfied  

  
  

• Initial Complaint

  Date:09/15/2023

  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.

  New windows were installed in 2012 after our home with it by a tornado every single window in my home was replace with a sliding glass doors by Jeld wen Not all of the windows were replaced at the same time. They were done at different times because I had to fight with the insurance company to get them to be replaced because the seals all blew out from the pressure of the tornado as of today my windows are 10 years old, and they have a film that has developed in between the two had a professionally come out to clean the windows, wouldnt come clean and they said that the film is on every single window inside the double pane.We would take loss if we sell as is JELD-WEN knew that the windows were having problems and failed to tell us. but not the labor in which they are going to replace the windows completely and **** up the labor. I wouldnt have to have this done if the windows werent defective. I want a refund and I want the cost of the labor for a different company or they can install the new windows and cover all cost . And I dont believe I Theyre not a very honest company theyve had multiple class action lawsuits filed against them because of defective windows but never told us.I live in a subdivision over 300 homes and I have not shared this information **** a representative from the warranty department thought it funny and made several snide remarks I was trying to find a resolution for my windows. replaced and the cost of labor and she pretty much laughed at that as well and Ill talk to another person because I never got a follow up call from supervisor as I was told, I would talk to another girl named ******* and she was rude and kept over talking to me . I was told I would receive a call back from a supervisor never happens And if this company deals with their customers at this poor quality of customer service, I dont think I wanna do business with them ever again so I would like a complete refund or new windows with installation at their cost.

  Business Response

  Date: 09/21/2023

  A JELD-WEN warranty representative has contacted the consumer to offer an inspection of the window issues.  Once accepted, the consumer will be contacted to schedule the service visit.  
  

  Customer Answer

  Date: 09/22/2023

   
  I am rejecting this response because: the company has asked me to provide all the serial numbers on all the windows  amd

  pictures of all damage on the windowsthat hes asked for a receipt I had to call the lumber company who ordered the windows who were ordered by the construction company. The construction company paid them because state farms paid the construction company and we got paid through our insurance which all the trucks went straight to the contractor and they now are requesting somebody else come out and look at the windows and I mean there is dragging their feet on this I am trying to provide a receipt to them for the windows, I have submitted both of the work orders for Jeldwen windows. Ive given them all of the pictures that theyve asked for. They also have asked for like a little picture of the serial number. Ive done that for all 18 windows and I want a refund they want to do a replacement of one piece of glass, but its a double pane window. The windows are gonna do the same thing again so the answer is no to having them replace the windows. I want to complete refund for the cost of replacing those windows. I am submitting the entire paperwork from State Farms that was paid to the contractor for all of the work theyve done, and it shows every single window and how much was paid for those windows we built that house and are the only ones who have ever lived in it

  
  

  Business Response

  Date: 09/27/2023

  A JELD-WEN representative contacted the consumer with an offer of resolution per the terms of the applicable warranty.

• Initial Complaint

  Date:09/11/2023

  Type:Order 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.

  Jeld wen replaced a glass panel in my patio door and put my sliding screen on backwards. They are refusing to send someone back to correct and keep telling me I can do it myself. It is their error and they should fix.

  Business Response

  Date: 09/14/2023

  A JELD-WEN warranty representative contacted consumer and offered to send out a technician to install screen correctly.  The offer was accepted and a scheduling will reach out to set a date.

  Customer Answer

  Date: 09/14/2023

   
  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:08/17/2023

  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.

  We ordered new windows for our entire house late 2021. Here we are 2 years later STILL missing screens, 2 windows do not match, and 2 windows that Do have screens show the screen bar nearly halfway down the window. We spent 18k on them and I'm totally dissatisfied. We have been begging for screens to no avail and zero compensation for the wrong windows being delivered. They were installed before we noticed they were wrong.

  Business Response

  Date: 08/30/2023

  Customer accepted offer for new screens and parts to be installed by a JELD-WEN technician once the parts are ready.
  

  Customer Answer

  Date: 08/31/2023

   
  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 at this time. Should their be more delays beyond what they have stated I will be filing another complaint. I have little faith in this company.
  
  Thank you. 
  

• Initial Complaint

  Date:08/14/2023

  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.

  Here is a timeline of events, all events occurred in 2023:24March: Purchased Jeld-Wen Exterior fiberglass door from ********** for $1688 (30"x80" Craftsman 6 Lite Hazelnut Stain Fiberglass prehung door with brickmould)29May: Submitted warranty claim due to sill riser gasket being torn away from the sill riser. I noticed this immediately after installation prior to use of the new door.31May: Jeld-Wen customer service sent me a new sill riser. It was the correct part but was missing the hardware required to secure it to the door. The hardware is very specialized, so I could not purchase from a hardware store. Also the hardware is captive to the part, so I could not remove the hardware from the previous riser. Therefore, I requested a new part w/ hardware.20June: Jeld-Wen sent me the exact same part w/ missing hardware a 2nd time, so I replied to them again and asked if they could just send the missing bolts.03July: Jeld-Wen agreed to send me the missing bolts, but send me nuts instead of bolts. I replied again that I still don't have the right part.17July: Jeld-Wen sent me a sill riser that actually did have the required hardware, but it was for a 6 foot long patio door, not for my 30" entry door. I replied to them again indicating that I wanted this to be escalated to management to resolve the issue, otherwise I would need to report this to the BBB.28July: Jeld-Wen told me to cut the patio door down to the correct length using a hacksaw. Unfortunately, the patio door part has a completely different profile, so even if I was to cut it to length, it would not fit. So now I am filing this claim.

  Business Response

  Date: 08/28/2023

  A JELD-WEN representative has confirmed with the consumer the required parts have been received.  The request has been completed and JELD-WEN will be closing the claim.

  Customer Answer

  Date: 08/31/2023

   
  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:07/24/2023

  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.

  Dear ****, a brief history up until now:In 2008 I built my home, I am an architect by degree and a licensed contractor class A in ********. The Windows were purchased from Jeld-Wen. in **************************************************** regard to their promised warranty, I contacted ***** and they didn't pay any attention back then. In 2019 I started again, problems were getting worse and worse, I opened my complaint with B.B.B and things changed, thank you for this. B.B.B. Complaint ID#: ****** ***** started a thorough investigation to see how has been my care and maintenance, how the products have behaved...etc. They sent technicians and the techs submitted their reports and based on the reports and documents from different crews prepared on the site, some repairs were started and done obviously because I was right and manufacturing defects were obvious- and now:Two windows still show signs of deterioration and mold because of water penetration, the problem that many of the windows had before, theses two still have. In Feb 2023 I sent pictures to B.B.B following the same complaint ID#: ******- this time the answer was : You as the owner have not done proper maintenance on your windows. I have a simple question: all those repairs, some replacements that ***** did on my house..were they because they loved me or because their products were defected and they admitted the fact? As a routine, do they do repairs, replacements...etc on their products just because they are very obedient or because other facts are being seen ??I appreciate your attention, please have a look on photos with their techs in my house, you will see insects nesting inside some, is it a defect caused by water penetration and moisture from outside or you can ask J-Wen to submit you the reports from their crew , they can tell you what they saw. I understand the people in their headquarter could have different ideas, they were not here, the crew were.Regards: *************************-************

  Business Response

  Date: 08/07/2023

  A JELD-WEN representative contacted the customer to offer a goodwill inspection of one unit reported with an issue.  Once the inspection is complete the representative will contact the consumer to review the details of the inspection.
  

  Customer Answer

  Date: 10/09/2023

   
  I am rejecting this response because:
  
  

  -After some emails in between, the date and time was set for a technician from Jeld-Wen to come and investigate one more time. That date was Aug. 9-2023.

   

   

  ************ was here in the morning. He did his own investigation and showed me the defects in manufacturing. In his full surprise, He showed me how the window ***** have no slope towards outside to lead the rainwater out. This lack of inclination has caused rain water to stay and has caused " bridging" between the window ***** and the wooden parts inside, for years.

   

  He showed me, many of the windows do not have the proper plastic " water barrier" which should be in place and they are missing. He removed a damaged one , showed me and said there is no use to put it back in place since it has not been installed properly. I have it on my desk.

   

  He said that the damages which have happened so far, will continue to happen since the problem with ***** WITH NO SLOPE exists. He showed me how they are RE-APPEARING  

   

  again on the NEW ones which Jeld-Wen replaced SASHES a couple of years ago- after I followed my first complaint filed in 2014.( sashes replaced partially, 6 in total, one more or less..).

   

  I can not afford to see the fungus and molds appearing again, windows are ruined,, time and again. I can not afford.

  Business Response

  Date: 10/19/2023

  JELD-WEN is reviewing the consumer's warranty history and will follow up with the consumer once it is complete.  

  Customer Answer

  Date: 10/20/2023

   
  I am rejecting this response because: I have not  received any response from Jeld Wen so far.
  
  

  Business Response

  Date: 10/25/2023

  A JELD-WEN representative has provided the consumer a summary of the last field service visit. No design deficiencies were observed contributing to the discoloration of the interior wood components.  It is recommended to follow the JELD-WEN Care and Maintenance instructions to insure proper product performance.  

  Customer Answer

  Date: 10/27/2023

   
  REJEECTED:

  I mentioned that a rep * A TECHNICIAN FROM jELD -WEN* ************ was here .He pointed out all the deficiencies in design* in window seals with no slope...and so on.     

  In ******************************* report there is no name of ************!! No name of what I mentioned.

  ******************************* says:" I have attached a letter for you to review along with a picture that was taken the day of your service."

  It shows how accurate he or she has studied the case and how deeply he or she is familiar with the case. The picture  dating back a couple of years ago when ******* your technician was here. The window in the picture belongs to the lower floor* a fixed window. The window Mr* **** came here for is in second floor!

  I am not absolutely convinced with the report* ******** *He says the sealant I applied is impeding the waterproofing!!

  The places I added some more sealant are on other windows* big fixed ones in front and not the one I called for this time. There were runs of water inside on my walls  when raining. What I did was appreciated by your different teams.

    I JUST APPLIED THE SEALANT TO FIXED WINDOWS IN FRONT AND NOT TO any OPERABLE WINDOWS. You are talking about " proper closure and sealant compression and ...

  lADOONA MENTIONS: WINDOW SEAL WEAR AND TEAR IS NORMAL. ************* he showed me the ones with no factory seals at all! NOT AT ALL.

  If you can make an arrangement for a conference call between us with ************ who was here a couple of months ago* then you might hear different things. He* ************ showed me* he showed me* not a guess* not a prediction that many are restarting to make mold and rot* just because of design and because of exterior shape* not proper slope on the seals.

  
  

  Lack of care and maintenance???Really really is that all??  I'm glad BBB is there. THE WINDOWS ARE PRODUCING MOLD. I hope you pay attention before it gets to a point which everybody hopes not to.

  With regards for BBB:

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

  Business Response

  Date: 11/02/2023

  We have investigated the inquiry and talked with our service tech, Rich about the inspection results.  His conclusion, along with management  is that there are no manufacturing defects with the windows, rather improper care and maintenance have adversely affected the window performance.  We are considering this claim investigated and closed.
  

• Initial Complaint

  Date:07/21/2023

  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.

  Beginning May 30, I contacted Jeld-Wen to request a part for my exterior door. After several emails and phone calls, I still don't have the part. I was finally told to go to a suggested location and have the customer service person call them for the part number. After a lengthy phone call, they suggested I go to another store. It's been almost 2 months since I first requested this part for my door.

  Business Response

  Date: 07/26/2023

  A JELD-WEN representative has contacted the customer and supplied the applicable warranty for the door. Although the door is no longer under warranty. The JELD-WEN Representative has offered to send a no charge replacement part to the consumer.

• Initial Complaint

  Date:07/20/2023

  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 jeld-wen windows and patio door through a construction company and they also installed them. This was aprox a year ago. In May I noticed a crack in the bottom of the sliding window frame. I went through the contractor and was told that JELD-WEN would not cover this under warranty. So I decided to contact them, I sent them a photo of the door and the tag I could find. Right away they responded with the response that the door was SLAMMED?? No warranty.And I need the tag off from the screen section. I sent a pic of the only tag on the screen door and was told that's not the correct tag. But find the right tag and they will sell me the door panel. This needs to be replaced at no charge to me as it was never slammed or misused in any way. Warranty claim number is. CASE #******** Thread ::fMU9xRhyPwq3_EQQPFUonyU::

  Business Response

  Date: 08/03/2023

  A JELD-WEN representative has attempted to contact the consumer using the email address and phone number supplied in the claim. The representative has not been able to make contact or receive a return response from the consumer.

• Initial Complaint

  Date:07/13/2023

  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 32 in. x 80 in. Primed Right-Hand Inswing 9 Lite Clear Steel Prehung Entry Door with Brickmould from ********** on 11/3/22. I had the door professionally installed on 11/4/23 because my old door was broken and unusable. Due to the cold weather conditions in ********, we were not able to paint the door immediately. Come spring, the brick moulding is literally rotting, crumbling and flaking off - ONLY ON ONE SIDE OF THE DOOR - exposing the bare wood underneath. There is a pile of crumbles in my flower bed. After speaking to several contractors they advised filing a claim with ***************, as it appeared to be a faulty door. Why would only the ** side peel, ***************** and not the ** side. A claim was filed on 5/23 - case ********. They requested pictures of the door. I sent pictures on 6/1/23, they never received them and closed my claim without contacting me. I called on 6/13, and they said to resend the pictures. I resent on 6/13, never heard back. Followed up and resent pics on 6/19, never heard back. Called on 6/21, they never received them, again, so I tried resending from a new e-mail address, never received them. Called back on 6/26, told the claim was closed. Had them re-open a new claim #********, and then resent all the pictures in smaller groups over several e-mails. Finally on 6/28 (over a month since the claim was filed), they promptly replied my claim was denied due to lack of finishing. Per terms of warranty, product must be finished within 30 days in accordance with the finish instruction brochure - which was never supplied with the door. However, they were so nice to provide the links for the finish instructions AFTER the fact. I will never buy another *************** product. They do not stand by their products, and I will make sure to warn everyone how crappy their customer service is. I wish I would've read these reviews before making my purchase. Despicable company.

  Business Response

  Date: 07/20/2023

  A JELD-WEN representative has emailed and left a voicemail offering the consumer a goodwill refund for the cost of the door.