Jeld-Wen Inc

JELD-WEN has reviewed Mr***’s warranty claim and find that it has been administered according to the terms of the applicable warrantyA copy of that warranty was provided to Mr*** along with an explanation that the coverage for seal failure on products more than ten years old is capped at
50% of the current list price of the replacement componentsMr*** declined our offer of replacement glass units at 50% off list for his windowsHowever, should he reconsider our offer, he may contact our Customer Care department directly to request the replacement glass
Sincerely,
JELD-WEN Legal Department

Ms***’s statement of 12/is identical to the one she provided on 12/JELD-WEN’s position on her warranty claim is unchangedThe doors supplied, both the original purchase and the no-charge replacements, are within our manufacturing tolerances and are not defectiveWe regret that Ms*** is dissatisfied with our response, but unless she has new information regarding her claim, her file will remain closed
Thank you,
Sue
Sue W***
JELD-WEN Legal Department
Lakeport Blvd/ P.OBox
Klamath Falls, OR
Phone: 541-850-
Fax: 541-880-

Yes, the doors have been repaired but it took over months for the company to send the repairman to my home which I feel is not satisfactory at allI do not want this matter to just go awayI want this published somewhere for other perspective customers to see and know what type of terrible company this is and DO NOT PURCHASE DOORS or WINDOWS from Jeld-WenIt will take months for them to respond to any complaintsWorse company I have ever had to deal with.
Timeline: Doors purchased in August, 2016; installed in October, and did not work properly from that day; repair made in December Does this seem like someone you want to do business with?
Complaint: ***I am rejecting this response because:Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, I'd like to request to keep this case open until the repairs have been completed
*** ***

JELD-WEN has considered all the facts of this matter and stands by its previous offerIf Mr*** wishes to accept this offer, he may contact our Customer Care department directly. Sincerely,JELD-WEN Law Dept

JELD-WEN’s Customer Care department has contacted Mr*** and will be providing replacement components under the terms of the applicable warrantyWe have no record of any contact with Mr*** since 2008, but we do apologize for any confusion regarding his warranty coverage that may have
occurred

Complaint: ***
I am rejecting this response because: I did contact Jeld-Wen customer care! They informed me that it is for windows to ice up on the inside " all windows ice up on the inside, they already tested them and there is nothing else they can do" I will be contacting the Attorney Generals office and my attorney todayThere windows should not be on the market!
Sincerely,
*** ***

JELD-WEN’s Customer Care department has reached out to Mr*** to arrange service to replace his glassOnce the glass is fabricated and sent to the service provider, he will contact Mr*** for an installation dateThis is expected to take 3-weeks. Sincerely,JELD-WEN Law Department

Complaint: ***I am rejecting this response because: We were instructed by the builder to call Jeld Wen because of a "life time" warranty and at the time of the call, we did not have any warranty information and declared that upon calling Jeld WenWe informed them at the time of the call we were the second owners and the house was more then ten years oldI feel they should have informed us at that time the warranty was not valid and to proceed would be at our expense oppose to sending a service rep out for a $
Sincerely,*** ***

JELD-WEN sincerely apologizes for the delays and inconvenience associated with your recent replacement glass purchaseIt appears that you have received the glass as ordered, and your service case is now closedIf you have any further issues with JELD-WEN products, please contact our Customer Care
Department for assistance Thank you, JELD-WEN Law Department

JELD-WEN Customer Care is working with the manufacturing facility to expedite shipping of the replacement door, and has also left a voicemail message for Ms*** to advise her of thisWe apologize for the delays and inconvenience she has experienced
Sincerely,
JELD-WEN Legal
Department

JELD-WEN’s Customer Care department is scheduling a service visit to inspect the product in question. No further information will be available until that inspection takes place. Sincerely,JELD-WEN Law Department

JELD-WEN disagrees with this consumer's description of the previous service visitHowever, the follservice has been assigned to another Customer Care technician, but a date has not yet been confirmedPlease be assured that JELD-WEN will stand by its warranty commitment.Thank you, JELD-WEN
Law Department

Complaint: ***I am rejecting this response because: When Jeld wen contacted me I told them this was the wrong door, month after month after month Jeldwen has rejected the fact that this is the wrong active door and how it opens because this is how the door was ordered yet this is still incorrect NOT ONCE HAS JELDWEN TRIED TO RESOLVE THIS PROBLEM THEY HAVE JUST OVERLY STATED THIS IS THE DOOR THAT WAS ORDERED Horrible customer service and I will not do business with them again, as their ordering process is full of room for errors and they simply seem to not care.Sincerely,*** ***

JELD-WEN's Customer Care department has an inspection set up this week to review the issues with *** ***'s doorOnce the inspection is completed, more information will be available to determine what options we may be able to offer him. Thank you,JELD-WEN Law Department

JELD-WEN is following the procedure laid out by the Revdex.com, in which we attempt to address your issues to your satisfaction within the terms of the applicable warrantyJELD-WEN does take consumer complaints seriously, however we will be unable to assist you or develop an agreed-upon solution unless we can respond to you directly When we received your Revdex.com complaint, we researched your service claim and reached out to you to resolve your claim as quickly as possibleIf you are no longer interested our repair offer, please contact our Customer Care department so we may cancel the glass order and the service. Sincerely,JELD-WEN Law Dept

We have reviewed the administration of Ms***’s claim and find that the remedy offered to her is within the terms of the warranty (attached).The warranty provides for a repair, replacement of the affected product or component, or a refund; the choice of remedy is at JELD-WEN’s discretion
Our Customer Care department has offered free replacement glass units for the failed ones, and can provide a quote to supply the labor to change out the glassMs*** may contact Customer Care directly if she chooses to pursue either of these options. Sincerely,JELD-WEN Law Department

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

From: Sue W*** Sent: Friday, April 28, 6:AMSubject: *** ***; consumer Complaint # ***Importance: HighJELD-WEN has sent a technician to inspect the door in questionThe product is no longer under warranty, and had a claim been made during the coverage period, it would have been denied due to the installation conditionsAn explanatory letter and supporting documents have been sent to the homeownerWe now consider this matter closed.Thank you,SueSUSAN EW*** | SENIOR LEGAL ASSISTANTJELD-WEN, IncLakeport Blvd/ P.OBox 1329Klamath Falls, OR USAOffice: 541-850-2618Email: ***@jeldwen.com

We have investigated the *** complaint and found they contacted our CustomerCare department on Tuesday June 2, reporting the crack in their screen door.The Customer Care rep requested photos to verify the damage and confirm thecorrect replacementThe *** sent their photos on Friday June
On MondayJune 8, an order for the replacement door was placed and the orderacknowledgement was sent to the ***We apologize if the *** haddifficulties with our phone system, and did not receive a response as quicklyas they desiredHowever, their claim has been administered properly and withinthe Customer Care response time guidelines.Thank you,JELD-WEN Legal Department