Jeld-Wen Inc

A supervisor from JELD-WEN’s Customer Care department has contacted Mr. ** and is sending the necessary part to him. We apologize for any inconvenience and delay caused by miscommunication regarding the exact component required. We consider this matter resolved. Sincerely,JELD-WEN Law...

Department

JELD-WEN’s Customer Care department has previously replied to Mr. [redacted]’s inquiry regarding warranty coverage. The insulating glass units in his windows purchased in 2000 are covered for as long as he owns and resides in his home. The warranty remedies are detailed in a separate paragraph and are...

as follows: Should any wood or vinyl window, door or component part be proven defective during 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 or component part; (2) replacement of the defective product or component part, including the cost of shipping; or (3) reimbursement of the purchase price.
 
JELD-WEN has offered Mr. [redacted] replacement glass at no charge, per option (2) above, 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.
Sincerely,
JELD-WEN Legal Department

We have investigated the claim made by Ms. [redacted] regarding her recent window order. A claims representative and a service analyst reviewed the [redacted]s’ product photos and have confirmed that both the double-hung and single-hung units are of the Premium line, as ordered. In addition, instructions...

were provided to her to make simple adjustments to the inoperable window to release the sash and prevent future sticking. We regret that Ms. [redacted] is dissatisfied with our Premium products, but we do not believe they were manufactured in error or that they are defective.
Thank you,
Sue

Complaint: [redacted]I am rejecting this response because:
 
Business stated they would not honor their written warranty in violation of federal law.  I was never provided with a copy of the written warranty and reject what jeld cites, therefore I should be provided a refund and I will return the door and or a warranty replacement.  Jeld advertises a lifetime warranty and has committed consumer fraud in NJ. 
 
The business did call me and stated they were sending an email request for my contractors invoice for installing the door which was purchased at Lowes.
 
Jeld should provide this to their attorney because this $199 door will cost them $100,000 to $500,000 in court costs and fines from NJ
I have contacted the Attorney Generals Office in NJ, Revdex.com, ABC ,NBC and CBS news on your side reporters and they are interested in this story.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: the installers called Jeld-Wen customer supper or manufacturer rep the day of the installation to have someone come look at the door, however, there was no one in the area at the time. Jeld-Wen was made aware of a possible issue on 12/12/16 but did not begin any actions until the claim was finally opened by Lowe's 1/3/17. 
I'm unhappy with the timing of everything. A new door is being ordered and the earliest it can be installed is 3/6/17, which is also unacceptable  
Sincerely,[redacted]

It appears that Ms. [redacted] already has an open service case with our Customer Care Department to address her product issues. We are awaiting photos from the point of purchase; once those are received, a claims handler will be in contact regarding a specific resolution.Thank you, JELD-WEN Law...

Department

Thank you for your patience. It appears the photos have now been received and are being reviewed by a service analyst. A claims handler should be reaching out to you shortly to discuss next steps. Please feel free to contact our Customer Care department for an update on the status of your claim. Thank you,JELD-WEN Law Department

JELD-WEN sent the original authorization for the door to [redacted] on 12/1, but due to a fax problem, it was apparently not received. Our Customer Care department resent the authorization today, 12/14, while a [redacted] staff member confirmed receipt by phone. Unfortunately relaying messages through the Revdex.com only delay the time to resolution. We ask that Mr. [redacted] please contact Customer Care directly if there are any future product related issues.

JELD-WEN’s Customer Care department has contacted Ms. [redacted] and is working to schedule an inspection date as soon as possible. We apologize for any inconvenience. Additional information regarding this claim will be available after the inspection has taken place, and we will provide an update at...

that time.
Thank you,
JELD-WEN Legal Department

Complaint: [redacted]I am rejecting this response because: the issues has not yet been resolved, inspection is scheduled for 9/24.  Will update after that..Sincerely,[redacted]

We understand Mr. [redacted]'s frustration and do apologize for the delays. It appears his replacement door was already in production when he requested the refund, and he was therefore offered some compensation for the missed appointment. A service visit is currently scheduled for next week, so we ask...

that Mr. [redacted] wait until that has been completed to reply regarding resolution of this complaint.Thank you, JELD-WEN Law Department

JELD-WEN apologizes for the inconvenience and delay in manufacturing these specialty windows. The windows are leaving the manufacturing facility as of this writing, and we have provided a status update to Ms. [redacted].SincerelyJELD-WEN Law Department

We have investigated the details of Mr. [redacted] claim and find that it was administered above and beyond the terms of the applicable limited warranty. Upon examining the photos supplied by Mr. [redacted], the claim representative concluded that the door is installed in an area with limited protective...

overhang and that the exposed wood surfaces of the of the door panels and jambs had not been maintained, leading to significant visibledecay. Wood decay in unprotected components is not a manufacturing defect, but rather a maintenance and environmental issue. As a gesture of goodwill, Mr. [redacted] was offered free replacement panels and a deep discount on an upgraded replacement frame. He declined our offer and requested that his service case beclosed.Sincerely,JELD-WEN Legal Department

We have contacted Mr. [redacted] and have arranged for a replacement of his door panels. This should correct any air infiltration caused by bowing of thepanels.  We have also sent some literature to Mr. [redacted] explaining condensation and how to clean superficial mold on our products. We expect...

thatthis will resolve his product issues.Sincerely,JELD-WEN Legal Department

We have reviewed the administration of Mr. [redacted] claim, and found that an error was made in the interpretation of his 1992 warranty coverage. He does have coverage on his windows which provides for free replacement components, but does not include labor to install. We have explained Mr....

[redacted] coverage to him and offered him free replacement glass; he has however declined this offer. We now consider this matter closed.Thank you, JELD-WEN Legal Department

While we regret that we were unable to provide a resolution more quickly, it appears that JELD-WEN personnel acted in a timely fashion to address Ms. [redacted] issue. A replacement component has been ordered and will be sent to her as quickly as possible.Sincerely,JELD-WEN Legal Department

From: Legalhelp Sent: Monday, August 14, 2017 1:26 PMSubject: Revdex.com Complaint ID [redacted]; [redacted]We are in receipt of the “rebuttal” submitted by Ms. [redacted], and although JELD-WEN responded, we feel the consumer’s additional information is not truly a rebuttal.  We acknowledged the defect, and we do not wish to conduct a public argument with a customer about the terms of our warranty.  If Ms. [redacted] continues with this tact, we will stop responding to her.Thank you,JELD-WEN Law DepartmentJELD-WEN, Inc.3250 Lakeport Blvd. / P.O. Box 1329Klamath Falls, OR 97601 USA

JELD-WEN has reviewed this matter and communicated an offer to the homeowner; we are awaiting her acceptance. Her service case will be closed within the week if she does not reply. Sincerely,JELD-WEN Law 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 has inspected Mr. [redacted] doors, replaced several pieces of damaged weather strip and made other adjustments to improve operation.  However, we found no manufacturing defects in the door, and the installation appeared to be within tolerances.  JELD-WEN personnel did not install...

the doors.  Under the circumstances, there is nothing further JED-WEN can offer Mr. [redacted] at this time.
Sincerely,
JELD-WEN Legal Department