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:06/15/2023

  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.

  I ordered a JeldWen french style patio door including door handles from ********** on 3/6/23. The door arrived at ********** on 5/10/23. When the installers were installing the door on 6/8/23, they realized that only one of the two door handles was delivered. ********** contacted JeldWen about the missing door handle and an order was placed. The purchase order for the missing door handle is ********. JeldWen is now saying it will be AUGUST before they can deliver the missing door handle. This is unacceptable. I have a french style door that only has a handle on one door with the other door having open holes where the missing handle should be. I can lock the one door handle but with the open holes in the door next to it, it is very easy to reach through the holes and unlock the door. This is an exterior entrance door so this is very unsafe. My home is no longer secure. The open holes also allow rain to come through into the house. We have tape over the holes but have to replace it every time it rains which is every afternoon lately. This is JeldWens oversight and I need them to get the missing door handle delivered ASAP. It should not take another 3 months to get a door handle.

  Business Response

  Date: 06/21/2023

  A JELD-WEN warranty representative has confirmed the customer received the missing door handle.

• Initial Complaint

  Date:06/12/2023

  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.

  I purchased a Jeld-Wen door through Lowes, ***************************************************, several years ago. When the door leaked during the warranty period, I contacted Jeld-Wen, requesting a replacement door. On February 27, 2023, I received an email from Jeld-Wen **************** Representative *************************, agreeing to send me a replacement door to fulfill the warranty under Jeld-Wen Case # ********. The email estimated delivery date to Lowes as April 3, 2023.After that date, I contacted *****, but ***** said they had not received the door from Jeld-Wen. I got back to Jeld-Wen whose representative insisted the door had been delivered to Lowes on March 27, 2023, offering as proof a bill of lading signed by a Lowes employee. ***** continues to say they never received my door from Jeld-Wen, that it was not on the March 27 delivery.So I am owed a door by Jeld-Wen. But after almost 4 months, numerous phone calls and visits to Lowes Assistant Store Manager *********************, and phone calls to Jeld-Wens ************************* I still do not have the door or any indication that I will get it. Apparently Jeld-Wen and Lowes have reached an impasse, and I am the innocent loser in their dispute.Jeld-Wen owes me a door and it is their responsibility to get it to me.Can you help to resolve this problem. I want the door that is owed to me.

  Business Response

  Date: 06/26/2023

  JELD-WEN would like to assure the consumer that we will honor our warranty to provide the replacement panel.   A JELD-WEN representative will reach out to the consumer this week with an update.
  

  Customer Answer

  Date: 07/06/2023

   
  I am rejecting this response because:
  

  The letter asked me to check the appropriate one of 2 boxes to indicate whether Jeld-Wen's response was satisfactory or not. Jeld-Wen's response to BBB was :   

                                  1. that they would honor their warranty; and

                                 2. that a Jeld-Wen representative would contact me "this week" with an update.

  To verify that both commitments were fulfilled before answering, I waited until the end of "this week." Well, I did not receive a call, email, or any contact from Jeld-Wen by the end of that business week, Friday, June 30.

  Today I figured that since I had still not heard from Jeld-Wen

  In any event, I am NOT satisfied. Yes, Jeld-Wen responded to BBB by saying they would honor the warranty, but on the other hand, they have not been in touch with me, the aggrieved party, with an update and that contact was a commitment they made to BBB.

  
  

  Business Response

  Date: 07/07/2023

  A JELD-WEN representative attempted to reach the consumer by phone on June 25,26, and 27th and email on June 27th using the contact information provided in the BBB complaint.   The email stated JELD-WEN previously delivered the replacement panel to the dealer who has not been able to locate it so JELD-WEN has ordered another door panel and as a gesture of goodwill will install the panel for the consumer.  The consumer will be notified to schedule the service once the panel is ready.   Please confirm the consumers contact information is correct.

  Customer Answer

  Date: 07/07/2023

   
  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. 

  I apologize for saying Jeld-Wen had not been in touch with me. After reviewing emails in my junk folder, I found their response and it is certainly satisfactory.

• Initial Complaint

  Date:06/06/2023

  Type:Sales and Advertising 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 ordered Jeld-wen interior doors and bifold doors multiple times. Each order had problems with the size. They were pre-hung, and the initial order had the frame set to the correct size, but the door was not cut to fit the frame. Other orders, specifically bi-folds, had one of the panels cut to fit the frame, rather than multiple panels. When the doors are closed you can tell the difference (multiple inches) between the right and left sides. We would like to work with Jeld-wen to determine a solution to this problem and/or receive compensation for the doors that are still not correct. I have a file of images and documentation of each order number. Please contact me to discuss.

  Business Response

  Date: 06/20/2023

  A representative from ABS-JELD-WEN has reached out to the consumer with an offer of replacements.  Quality checks will be performed prior to shipment. Direct contact information has been provided to the consumer.

• Initial Complaint

  Date:05/19/2023

  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.

  Mesh Screen door has warped.

  Business Response

  Date: 06/01/2023

  A JELD-WEN warranty representative has contacted the consumer and offered a replacement screen for his door. The customer accepted the offer. 

• Initial Complaint

  Date:05/16/2023

  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.

  I was told by Jeld-Wen that since the window for our French Door was out of the 1 year warranty the replacement glass would have to be ordered through Lowes. My husband and I went to the store and did just that. ***** sent an email for a quote, on April 14th he called with the cost and told me that I could come in and pay for it he would get the order placed. I did just that and watch him place the order. Jeld-Wen is stating they did not receive the order, even though they provided a date of 5/12 for delivery. I was updated on 5/12 that the new delivery date was 5/19 and was told that it was due to them not being able to find my order. When ***** would call they could not find the ** but could find it via my name, they never told him that this was an issue nor that they did not have my order UNTIL Friday 5/12 when they told him he would need to place the order again. I called on Monday 5/15 when I found out about all of this and spoke with ******* to which I asked to speak to a manager to see about getting my order rushed since it was Jeld-Wen's error that caused this mistake. I was told no, even though I explained that this delay has damaged the integrity of our door, there is now moisture due to the storms that have knocked out the broken glass that is now going to be trapped once we finally get the replacement. We have dogs and kids that cannot go out to our fenced in backyard due to the broken glass chips that keep falling out. None the manager ****** seemed to care about. No concern about the customer nor about making it right or doing anything to make it better. Just the attitude of it happens sometimes sorry, you will get it when you get it. I double checked with Lowes and they can provide proof that the order was sent as stated on 4/14/23.

  Business Response

  Date: 05/30/2023

  A Customer Excellence representative notified the consumer to provide the delivery date to the store.  Once the product is accepted, the consumer can contact the representative to discuss further steps. 

  Customer Answer

  Date: 06/08/2023

   
  I am rejecting this response because:

  Hi, I have received the replacement glass and since then communication with Jeld-Wen has stopped.  I emailed them on June 5th, both parties (******************* & *************************) were out of office due to return on June 6th.  I have not heard back since.

  
  

  Business Response

  Date: 06/13/2023

  A JELD-WEN warranty representative has contacted the consumer and offered a refund for the replacement glass purchased by the consumer.

  Customer Answer

  Date: 06/14/2023

   
  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, however, I am still pending the refund at this time so I do not consider this to be complete until I receive the refund.
  
  Thank you. 
  

  Customer Answer

  Date: 07/18/2023

   
  I am rejecting this response because:

  
  Hello!  We were promised a refund within 30 days of signing the attached, and we have not yet received it.

  Business Response

  Date: 07/21/2023

  A JELD-WEN warranty representative has contacted the consumer and confirmed the check is in process.  

  Customer Answer

  Date: 07/21/2023

   
  I am rejecting this response because: I have been told a lot by this company until I have the check in hand I do not accept anything that they say. 
  
  

• Initial Complaint

  Date:05/12/2023

  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.

  I placed an online order for 1 "JELD-WEN W-**** Series window" from ************** on Feb 21, 2023 (order number CP58893465). I picked up this item on March 2, 2023 and installed the window shortly after. On May 11, 2023 I noticed the adhesive that kept the white cladding attached to the wood frame was separating. The installation was done according to the manufacturers specifications. Therefor, this separation is very clearly a manufacturing error. The separation has created a gap between the window panes and will collect moister and mold if the problem is not addressed in a timely manner. tempImagegKCeWt.jpg : represents the proper manufactured corner tempImagelsIe12.jpg: shows me attempting to push the cladding back into place tempImageob329P.jpg: shows the separation for the white cladding from the window pane/frame

  Business Response

  Date: 05/25/2023

  A JELD-WEN representative contacted the customer to review the warranty claim.  A replacement sash have been ordered and once service parts are ready the customer will be contacted to schedule the service visit to install the sash. 

• Initial Complaint

  Date:05/12/2023

  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 am a builder in ********* North Shore and ordered Jeld-Wen windows through ********** -Store #**** on 7/28/22. I am attaching the final quote that was paid for in full when placing the window order. To begin, my windows and patio door arrived 6 weeks late. When they arrived, they were shipped without the proper bracing causing damage that would require replacement of (10) window sashes for (5) double-hung windows. This warranty item took 4 months to coordinate with Jeld-Wen. During the service visit for the replacement of the (10) damaged sashes, I had the Jeld-Wen service technician look at a patio screen door that was not functioning properly. He informed me that the patio door screen was manufactured defectively from the factory and would require replacement. Jeld-Wen sent me a replacement patio door screen but have refused to send out a technician to install the door. I would like a reimbursement for the price of re-installing the patio screen door and throwing away the defective door. I have spent close to 20 hours of my time trying to resolve issues the countless issues I have had with my order. It should not be the responsibility of the customer to replace manufacture defective parts at their expense.

  Business Response

  Date: 05/18/2023

  A JELD-WEN warranty representative offered a resolution and the consumer accepted.

• Initial Complaint

  Date:05/11/2023

  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 was going to 84 lumber to buy doors for my 166 renovation but I was in depot and bumped into someone at the store wanting to provide an estimate. I explained timing was very important to me so we sat down and called the Jeld rep who said 4-6 weeks. However that time came and went, in fact a few months go by and when I was complaining to Depot that I need the doors, $5000+ worth, especially the garage door used to keep AC in and is not he main access. However the jeld rep kept saying in two weeks which was always ***** this went on for 13 lies/extension. All extensions are in writing with Depot *********** when I wanted to cancel, I couldnt. When I wanted a discount for being 4 months late and I had to personally go get them as they didnt / couldnt even deliver without them all being ready or it would have been even weeks more delay. So I had to send two employees and a uhaul to ******* to get my partial order. Lets just say that after **** homes sold as a realtor, 166 flips that Ive never had such a horrible experience. And the icing on the cake was the the jeld rep offered me $120 for my aggravation. Look here, it cost me $5000 to extend where I was living because I didnt have my doors.hahaha. $120 credit, what a joke on a $5000 order and an insult after 13 extensions. Im sure they have more profit than $120, especially since they were to deliver for free and didnt. So essentially they should at least give me what they would have paid to ship all these doors.

  Business Response

  Date: 05/25/2023

  JELD-WEN Customer Excellence representative confirmed with the customer that all doors have been received.  JELD-WEN is reviewing the purchase receipts and will contact the customer with an offer of compensation as a gesture of goodwill.  

• Initial Complaint

  Date:05/01/2023

  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 ordered an interior French door costing approximately $1,400.00 from Lowes but manufactured by MMI. The first door I received several months later was the wrong dimensions so ***** reordered the door for me. I received a second door several months later in May 2022. I paid MMI to prime the door but not paint it because I wanted to paint the door usually a specific paint color that would match my existing walls color. Once my painter I got around half way through painting the door (with paint and supplies purchased from Lowes), the door sides began to split. I think the splitting was caused by the moisture from the paint. Two contractors who were sent by ***** to assess (on 2 separate occasions) both agreed that the door cannot be repaired.I am not satisfied with MMI's decision on the door replacement.

  Business Response

  Date: 05/22/2023

  JELD-WEN has inspected the door and is reviewing the findings in order to propose a solution per the terms of the applicable warranty.  

  Customer Answer

  Date: 05/23/2023

   
  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.  I add that the door was delivered approximately one (1) year ago.  Soon after delivery (upon delivery) the door became defective.  This has been an unreasonably long and frustrating process.

  How may I alert potential buyers of the poor quality of the door and the terrible customer service?
  

  Thank you. 
  

  Customer Answer

  Date: 08/28/2023

   
  I am rejecting this response because:
  
  

  It has taken ********* (Jeld Wen) almost 2 years to provide me a working door.  I ordered the door in October 2021.  I received the door in May 2022.  The door began to split and warp during the process of my painter painting it.  After contractors from Lowes and an MMI representative came to access my door, ********* finally ordered me a replacement door around May 2023.  The door was supposed to ship to ****** on this past Monday, August 21.  It did not ship because according to ********* the door measurement was not accurate (e.g., it was off).  Allegedly, they have ordered a replacement door.

   

  I would like a refund of money because in October of 2023, it will be 2 years since I ordered the door, and to date, I do not have a working door.  It is unreasonable for ********* to require me to wait longer to receive a door.

   

  Please reopen my case and thank you for your assistance.

   

  Thank you,

  ****

  Business Response

  Date: 09/01/2023

  A JELD-WEN MMI representative has contacted the consumer and left a voicemail offering a full refund.  

• Initial Complaint

  Date:04/28/2023

  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.

  Replacement window needed. I started requesting the window be fixed in Feb 2023.After replacing 3 or 4 windows with broken seals another window's seal broke. I contacted the original seller, who no longer sells Jeld-Wen products. They wanted $1000.00 to fix the window and not honor the warranty. I was referred to the new distributor for Jeld-Wen in ********. They refused to honor the warranty because they didn't sell me the windows. They stated they had tried to work with other people but Jeld-Wen refused to honor the warranty work.It seems like a dodge for Jeld-Wen. They offer a 25-year warranty but switch their distributor and then refuse to honor the warranty.I even have the ORIGINAL invoice for my windows from the local window company and sent this to Jeld-Wen. They simply stated it wasn't their invoice and I couldn't prove they were Jeld-Wen windows because the numbers on the invoice don't match theirs.A 25-year warranty sounds great, but it doesn't matter if they refuse to honor it by changing suppliers.

  Business Response

  Date: 05/05/2023

  A JELD-WEN warranty representative contacted the consumer and offered replacement glass shipped directly to the home at no charge in accordance with the applicable warranty.