Jeld-Wen Inc

JELD-WEN apologizes for the inconvenience and delay caused by a reorder of components for service. Please know that your service case with JELD-WEN will remain open until our commitments have been met.  Please understand that JELD-WEN has no control over the Revdex.com’s case management practices, communications, or time frames for responses. Thank you,JELD-WEN Law Dept.

JELD-WEN apologizes for the delays you have experienced in resolving the issues with your windows and for the length of time you waited for this response. We were only notified of your complaint to the Revdex.com on 9/25. It appears that your service case (regarding the scratches and operational problems)...

is now closed. However, we have no visibility into the status of the bay window you ordered. Please advise if we need to provide additional assistance; it would probably be most efficient if you contact Customer Care directly.Sincerely,JELD-WEN Law Department

JELD-WEN’s Customer Care department dispatched a technician to inspect Ms. [redacted]’s door and found that no manufacturing defects are present, and that the door is draining water through the weep system as designed. We now consider this matter to be closed.

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. Sincerely, [redacted]

We have reviewed the administration of Mr. [redacted]’s warranty claim and found that it is consistent with the terms of the applicable product warranty. As a second owner of this 2004 product, the warranty was transferrable with coverage until 10 years after the installation of the product. That...

coverage is now expired.
 
JELD-WEN does not charge a fee to transfer a warranty nor do we sell extended warranties outside of the original product purchase transaction. The charge to Mr. [redacted]’s credit card for the inspection fee was accompanied by an email receipt clearly stating that the charge was for labor to inspect; an extended warranty was not mentioned. Since the product is now out of warranty coverage, we offered a quote to Mr. [redacted] for the replacement components required to make repairs. He declined to accept the quote.
 
Should Mr. [redacted] reconsider the quote for replacement parts, he may contact Customer Care directly. Otherwise, under the terms of the warranty there is nothing further we can do to assist him.
Thank you,
Sue

JELD-WEN’s Customer Care department has contacted Mrs. [redacted] regarding the condensation on her windows. Condensation, when present on the room-side surfaces of the glass, is not a manufacturing defect. Rather, it is the result of interior humidity that is high relative to the exterior temperature....

We have provided Mrs. [redacted] with a literature package that explains condensation and suggests techniques for managing moisture in the home. Mrs. [redacted] accepted our advice and we have closed this service claim.
 
Sincerely,
JELD-WEN Legal Department

JELD-WEN’s Customer Care Department has made a fair offer to Mr. [redacted] for the issues he has experienced, in addition to providing warranty repairs, and we are awaiting his acceptance of that offer. Should he choose to accept, he may contact us directly. Sincerely,JELD-WEN Law Department

Mr. [redacted]’s rebuttal has provided no new information that that would cause us to reconsider his request for free labor under the warranty.  Again, JELD-WEN has offered Mr. [redacted] replacement glass at no charge, per option (2) of the attached warranty, however no labor will be included with this warranty offer.  If Mr. [redacted] wishes to take advantage of this offer, he may contact Customer Care directly.  JELD-WEN’s choice of remedies is final and we consider this matter closed.

JELD-WEN’s Customer Care department has been working with Ms. [redacted] to resolve her issues. We have offered a choice of remedies and are awaiting her response on which she prefers. Thank you,JELD-WEN Law Department

JELD-WEN apologizes for the delay is responding to your Revdex.com claim; we were notified of your complaint on 9/25. From our Customer Care record, it appears your door has already been inspected and a manager has discussed the findings of the inspection with you.  Sincerely, JELD-WEN Law Department.

JELD-WEN’s Customer Care department received this complaint on 12/21, as it was misdirected to the incorrect Revdex.com office. We immediately contacted Ms. [redacted] and confirmed that our third-party service provider had already repaired the doors in question to Ms. [redacted]’s satisfaction. We consider this...

matter closed.
Sincerely,
JELD-WEN Law Department

Most Recent MessageDate Sent: 6/21/2017 2:23:48 PM Complaint: I am rejecting this response because:  I already accepted the offer from Ms. T[redacted] Coordinator Customer Care - Dealer via email on June 14, 2017 of Jen Weld sending me a check for $449.  I'm just waiting for the check.Sincerely,[redacted]BusinessMost Recent MessageDate Sent: 6/21/2017 11:27:43 AMJELD-WEN's Customer Care department has made an offer to Mr. [redacted] to resolve his claim; that offer is above and beyond our obligations for the non-warranty condition he has reported. We are awaiting his acceptance of that offer. Thank you,JELD-WEN Law Department

Complaint: [redacted]I am rejecting this response because: The appointment was not cancelled by us. We contacted the company back to find out why we had an appointment when they only scheduled a person to come and supervise installation of a door that was never ordered to replace the old door. The new door has yet to be ordered and replaced. We are still waiting on a supervisor to contacts us regarding this problem. Sincerely,[redacted]

We have investigated Ms. [redacted] previous warranty claims and reviewed the associated inspection report, photos and case notes. The doors in question were installed in 2007 and show no indication of having ever been caulked or painted. The doors are located in exposed areas that have little...

protection from the weather and have clearly not been properly maintained. As a result, the doors are severely decayed and not repairable.
We have explained to Ms. [redacted] that wood decay under these circumstances is not a manufacturing defect, and is therefore not covered under the warranty. We have also offered Ms. [redacted] a discount on the purchase of a replacement door with AuraLast wood components: she has declined our offer. If Ms. [redacted] wishes to accept our offer, she may contact our Customer Care department directly; otherwise, we consider this matter closed.

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. Sincerely, [redacted]

JELD-WEN's Customer Care department has reached an agreement with Mr. [redacted] regarding the issues with his windows. We apologize again for any inconvenience. We now consider this matter closed. Thank you, JELD-WEN Law Department

JELD-WEN’s Customer Care department has reached out to Mr. [redacted] for additional information to verify the identity of the door product he has. Based on the hinge locations of his door, we have determined that it was not manufactured by JELD-WEN. We have referred Mr. [redacted] to the point of purchase...

for other options that may be available to him, and his claim has been closed.
 
Sincerely,
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.
Sincerely,
[redacted]

JELD-WEN's Customer Care department has sent an offer letter to Ms. [redacted] on 2/7 outlining our best and final offer to resolve the issues with the doors she purchased. We are awaiting her reply. Thank you, JELD-WEN Law Department

JELD-WEN’s Customer Care department has contacted Mr. [redacted] to arrange a service visit. The service is scheduled for the end of February, and we expect that any outstanding issues will be resolved then. Mr. [redacted]’s product warranty has not expired and JELD-WEN will continue to honor its...

warranty commitment.
 
Sincerely,
JELD-WEN Law Department