Jeld-Wen Inc

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

Complaint: ***I am rejecting this response because:the door has drafts,rain and ice coming inside and JeldWen cannot fix these major issues.Pictures of the ice inside my house have been seen by JeldWen and they have not been able to make the door function as a door should,by keeping weather elements outside.Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted],...

and find that this resolution is satisfactory to me. They have decided to come and replace the door, which more than satisfies me.  They have not done it yet. I will respond again when it has been done.Sincerely, [redacted]

JELD-WEN's Customer Care department has contacted Ms. [redacted] to arrange an inspection date. The inspection is planned for a mutually agreeable date later this month; additional information will be available at that time.
 
Thank you,
JELD-WEN Legal Department

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This depends on the install allowance being sufficient to cover the actual corrective work needed to be completed.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I have spoken to several other window manufactures, they tell me the icing of the interior of my windows is not normal. My interior humidity stays between 25-32%. 
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I wish it could have been resolved without involving the Revdex.com, but I must say that the Jeld-Wen representative that contacted me yeaterday was very polite, understanding and helpful with the situation.  They score 100% on service "after" contacting the Revdex.com. Their proposal for the situation was above what I would've expected from any business, and I look forward to seeing smooth process of getting their proposal accomplished and turning their proposal into action.  I look forward to hearing from you soon on finishing this warranty project.
Thank You Jeld-WenSincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: this has not been resolved. I have an appointment for an inspection this Friday December 11, 2015 between 8am and 9am and hope this to be resolved after the inspector sees the Jeld Wen door is unacceptable. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Jeld wen as of 1:30 PM 11 December 2015 has still not authorized [redacted] in Woodbridge VA to provide me a new door at no cost to me.
This is per Mr. [redacted] Department Manger at [redacted] Phone [redacted]-[redacted]-[redacted] and FAX [redacted]-[redacted]-[redacted] and email [redacted].[redacted]@store.[redacted].comSincerely,[redacted]

JELD-WEN again apologizes for the delays and inconvenience. We have offered to remake the doors as ordered; Ms. [redacted] has rejected this offer. We have offered to compensate her the amount she says she paid to correct the issues; Ms. [redacted] has rejected that offer as well. We have attempted to contact her (voicemail left on Jan 10) and have not heard  back from her. Until Ms. [redacted] provides a reasonable and specific request, there is nothing further we can do to assist her.Thank you,JELD-WEN Law Department

Complaint: [redacted]I am rejecting this response because:
By the time you come out in mid-January, it will be about 10-12 weeks that I have had a leaky door.  I do not accept this.  When this started back on November 8th, I sent you clear pictures of what the issue was.  I described it to your representative on the phone.  It was clear what part was needed - a new seal.  You did not order it until your rep came out many weeks later, then it is another 6 weeks to get an appointment.
I know the part is in now.  I would like it fixed this week.  I cannot wait another 4 weeks with a leaky door.  Wind and rain are coming into my house!!
 
I am flabbergasted by all the issues with this $2000 door, and the slowness of your response.  It is clear this door was poorly made, and then never inspected.  Customer service also does not appear to be a priority.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
The warranty remedies referenced in the company’s response apply to insulated glass units installed in a structure other than a single family residence, not to insulated glass units installed in a single family residence. The warranty language pertaining to insulated glass, which is copied verbatim below, makes this very clear (note: I’ve bolded the relevant text that identifies which conditions and restrictions apply to glass installed in a single family residence [i.e., none], and which conditions and restrictions apply to glass installed in a structure other than a single family residence). As I indicated in my complaint, the warranty language regarding insulated glass installed in a single family residence is limited to one paragraph (the first paragraph) and is ambiguous; it does not state what reparations the company will make should their glass units be found defective, nor does it limit their liability. I don't agree that the company’s handling of my claim is consistent with the warranty terms and conditions, because there ARE no terms or conditions specifically pertaining to insulated glass installed in a single family residence. I should not have to pay ANY cost, including labor, to replace the multiple glass units that are so obviously flawed in their design and/or manufacture. No homeowner would or should expect any part of new windows, especially the glass, to fail so significantly within just 6 to 10 years of installation.
Warranty Language:
INSULATED GLASS
SUMMIT WINDOW & PATIO DOOR warrants, subject to the conditions and restrictions contained below, that each insulated glass unit manufactured for wood or vinyl products by SUMMIT WINDOW & PATIO DOOR shall be free from defects in materials or workmanship for the normal life of the single family residence in which they are initially installed.
 
SUMMIT WINDOW & PATIO DOOR warrants, subject to the conditions and restrictions contained below, that each insulated glass unit manufactured for wood or vinyl products by SUMMIT WINDOW & PATIO DOOR and installed into a structure other than a single family residence, shall be free from defects in materials or workmanship for a period of twenty (20) years from the date of manufacture.
 
Should an insulated glass unit installed in a structure other than a single family residence be proven defective during the first five (5) years of the warranty period, the buyer’s remedies will be limited to the following at SUMMIT WINDOW & PATIO Door’s option: (1) repair of the defective product; (2) replacement of the defective product, including the cost of shipping; or (3) reimbursement of the purchase price. These remedies are the only remedies available for breach of warranty or any other legal theory. In no event shall SUMMIT WINDOW & PATIO DOOR be responsible for repainting, refinishing or similar activities connected with glass replacement or installation. Repair or replacement of the product is warranted for ninety (90) days or for the remainder of this warranty, whichever period is longer.
 
SUMMIT WINDOW & PATIO DOOR also warrants that if an insulated glass unit installed in a structure other than a single family residence is proven defective at any time during the remaining fifteen (15) years of the warranty period, SUMMIT WINDOW & PATIO DOOR will provide a pro-rate credit against the purchase of any replacement insulated glass unit manufactured by SUMMIT WINDOW & PATIO DOOR at its current list price. The amount of any such credit shall depend on the number of years from the date of manufacture as follows:
 
Years from Date of Manufacture Amount of Credit
6-8 years 50%
9-11 years 40%
12-14 years 30%
15-17 years 20%
18-20 years 10%
After 20 years 0%
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I have made multiple specific responses and have called back multiple times since the voicemail.Once again the $400 was offered before you knew how much it cost me to repair the doors. $400 is not enough, that only covers MY expense. I again reiterate that my clients are the ones here who are truly upset about the order. The $400 does not help them as they did not pay to have the doors fixed. They had to wait 4 months for doors that were FALSELY advertised as 28 day doors. They had to wait for and deal with a repairman fixing the doors they paid EXTRA for to have custom hinges. On TOP of the $400 you now claim is to cover my small business expenses for repairing the doors, my clients should not have to pay for the doors that were made incorrectly and took 4 times as long to arrive than advertised. Home Depot was kind enough to accept the two plain slab doors as a return. So they refunded us $190.20. That leaves a total of $1523.53 that my client, nor I, should be responsible for. Once again because what we received was NOT what we ordered nor did it arrive in even close to a timely fashion (once again demonstrating that returning the doors and having them replaced is NOT an option. We are NOT willing to wait another 4 months for the doors to arrive... that is ridiculous). We are keeping the doors but we should not be responsible for them.I realize that is a hefty request but at the bare minimum they should only have to pay for the very very basic wood materials themselves. Considering a Jeld Wen BASIC SLAB door costs $31.32 on the Home Depot website (https://www.homedepot.com/p/JELD-WEN-28-in-x-80-in-Unfinished-Flush-Hardwood-In...⇄ I think it is not an unreasonable request that my client only pay that price for the remaining 6 doors, for a total of $187.92 and Jeld-Wen reimburse them the remaining $1335.61 on TOP of the $400 to my small business for the cost of repairs (Total of $1735.62).IF that is not an option... though it should be, the BASIC JELD-WEN SLAB ROCKPORT (5 panel doors that we ordered) are $80 on the Home Depot website (https://www.homedepot.com/p/JELD-WEN-24-in-x-80-in-Rockport-Primed-Smooth-Molde...⇄ While NOT ideal in any sense, I do understand your company has rules and regulations. My very last request would be my client pay $480 for the basic paneled doors, and Jeld Wen pay the rest on TOP of $400 for cost of repairs. So a total of $1443.53 from Jeld-Wen ($1043.53 for the doors, $400 for repairs).
Sincerely,
[redacted]

JELD-WEN’s Customer Care department has reached out to [redacted] and [redacted] and offered replacement door slabs to address their issues. They have accepted this offer and the replacement product will be delivered shortly. We now consider this matter closed.
 
Sincerely,
JELD-WEN...

Legal Dept.

We apologize for the delay and inconvenience. It appears the parts sent directly to you have already arrived, and the service is scheduled for later this week. Once completed, the service should resolve your product issues.Thank you,JELD-WEN Law Department

JELD-WEN has inspected Ms. [redacted]’s door recently and found no manufacturing defects. The weep system of a vinyl patio door is intended to manage incidental water that collects in the tracks and drain it to the exterior, leaving no more than very small amounts in the bottom of the track. Ms....

[redacted]’s door was tested and is performing within its design tolerance.
Condensation on glass surfaces facing the interior of the home can appear when the interior conditions are moist and the exterior is cold. Condensation can be reduced by managing the interior temperature and humidity. JELD-WEN has provided Ms. [redacted] with literature explaining how best to address this environmental condition.
As no manufacturing defects were found with the door, and all of Ms. [redacted]’s issues have been addressed, we now consider this matter closed.
Sincerely,
JELD-WEN Legal Department

[redacted] windows were purchased in 2014, and he has since made several complaints to us regarding various issues. The windows have been inspected and tested, and have passed the applicable air infiltration standards. [redacted] has not previously mentioned any issues with condensation, which...

he now reports to the Revdex.com as having first occurred in November 2014. We believe he is experiencing normal interior condensation; this occurs during periods of exceptional cold outside along with elevated humidity in the home. If [redacted] believes the condensation is due to a manufacturing defect, he may contact our Customer Care department directly to request an inspection.Thank you, JELD-WEN Law Department

From: [redacted]  Sent: Tuesday, May 09, 2017 9:29 AM Subject: [redacted] - Complaint # [redacted]Importance: HighPlease re-open the above-referenced complaint and submit the following on behalf of JELD-WEN, Inc.Mr. ** has submitted a photograph indicating the part needed, and it has been sent to him. He may contact our Customer Care department directly if he has any further issues. We apologize for any inconvenience and we now consider this matter resolved.Thank you,[redacted]SUSAN E. [redacted]  |  SENIOR LEGAL ASSISTANTJELD-WEN, Inc.3250 Lakeport Blvd. / P.O. Box 1329

JELD-WEN has issued the credit authorization to the point of purchase. Mr. [redacted] needs to contact the retailer directly, as we are unable to assist him further.Sincerely,JELD-WEN Legal Department

A manager from JELD-WEN’s Customer Care department has contacted Mr. [redacted] regarding his claim. We have reached an agreement in which JELD-WEN will provide a replacement glass unit in clear material to resolve the issue with his discontinued glass pattern. We apologize for any confusion in the...

administration of his claim.
Sincerely,
JELD-WEN Legal Department