Jeld-Wen Inc

JELD-WEN’s Customer Care department has contacted Ms. [redacted] and is working to arrange a service date with her. We will provide an update when more information is available.
Thank you,
JELD-WEN Legal Department

JELD-WEN has inspected this door and found no manufacturing defects. We have explained the operation of the door's weep system, its performance and the moisture this homeowner is observing. We regret that she has chosen to "reject" our response. However, she has offered no new information that would cause us to reconsider the status of her claim. We ask that you please review the prior communications and change the status of this case to indicate that we have responded appropriately.Thank you,JELD-WEN Law Department

JELD-WEN's Customer Care department has resolved all of the manufacturing issues with Ms. [redacted]'s door and has made a fair offer in addition, to assist her with her claim. However, she has rejected this offer and stated that she intends to sue JELD-WEN. Should she change her mind regarding our offer, she can contact us directly.Thank you, JELD-WEN Law Department

Complaint: [redacted]I am rejecting this response because:I HAVE NOT RECEIVED THE FULL REFUND YET. I WAS TOLD THAT THE [redacted] WOULD CONTACT ME AND STILL HAVE NOT HEARD FROM THEM AS OF TYPING THIS MESSAGE. PLEASE LET THEM KNOW I NEED CONTACTED OR ISSUE THE REFUND FROM YOU DIRECTLY.Sincerely,[redacted]

JELD-WEN's Customer Care...

department has completed the inspection of Ms. [redacted] multi-slide door. The inspection revealed installation issues that are the responsibility of the installer. Our technician did make some adjustments to help with the operational issues until the installation can be corrected. No manufacturing issues were found with the door and this matter is now closed.
 
Thank you,
Sue

Complaint: [redacted]I am rejecting this response because: I replied to Christy that this could not be done til spring because...

 my contractor has already left for the winter and plus we have at least a foot of snow with more to come.  Plus we are in the single digits for temperatures.   Also he can not do the job for less than $400 labor.   Christy had yet to respond!! 
coming and temperatures are in the single digits Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:although...

Jeldwen did finally send a technician out to replace the second door panel I had to request him to fix the leaking panel that was already replaced. Further more the technician did take pictures of the gaps on the outside of the panel that were not previously cocked which allowed the door to leak and ruin my brand new hardwood floors. The technician took before and after pictures of all of the work as well as the buckled floor due to the leaking panel and sent it with an email. Jeld wen still has not given me an email as promised in order to submit the $4000.00 qoute from homedepot where I originally purchased my hardwood floors less than a year ago, so they can pay for the damages. I do have receipts for the original hardwood floirs to prove that they were. Recently purchased and recently installed. Before this issue can be properly resolved I will need payment for these damages to my flooring.
Sincerely, [redacted]
[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. Sincerely, [redacted]

JELD-WEN’s Customer Care department has reached out to Mrs. [redacted] and is working with her to develop a resolution. Additional information will be available at a later date.

I do not consider this matter closed. JELD-WEN has provided no new information that would cause me to rescind my request for free labor under the warranty. For supporting details, please see my markup up JELD-WEN's warranty markup (attached).

Mr. [redacted]’s service date had been rescheduled several times due to parts availability and Mr. [redacted]’s request for a Saturday appointment. These two factors created a longer than normal lead time for resolution. Mr. [redacted]’s final service date was scheduled for the morning of 2-16. While the Revdex.com case may have closed this case as Unresolved, JELD-WEN’s service case remained open until the repair was completed; our case was closed as of 02-16. We contacted Mr. [redacted] the following day to inquire about his satisfaction with the repair, but he stated he had not looked at it yet.
Thank you,
JELD-WEN Legal Department

Mr. [redacted] has been offered a credit for the purchase of the door, as well as an allowance for the installation costs. Both were provided electronically to thestore where the door was purchased. Mr. [redacted] should consult with the store regarding the use of his credit.Sincerely,JELD-WEN Legal...

Department

The business has worked with me and it is all resolved. Thank you, [redacted]

JELD-WEN’s Customer Care department has reached out to Mr. [redacted] and provided him with an update on his replacement parts order. We regret any delays or miscommunication he may have experienced.
 
Sincerely,
JELD-WEN Legal Department

Mr. [redacted]’s 1994 window product is still covered by the applicable warranty. This warranty provides the following remedies, of JELD-WEN’s choice, for verified defects: a repair, a no-charge replacement of the product or component, or a refund of the purchase price. Mr. [redacted] was offered...

free replacement balances to address the operational issues with his window; he was also provided with a quote for labor (not covered under warranty) to perform the replacement. Balance replacement is a fairly simple task and for convenience most homeowners choose to install balances themselves.
 
The statements regarding 1 year coverage on components and 20 coverage on glass appear to be in error. However these apply to claimants other than the original purchaser, and therefor do not apply to Mr. [redacted]. JELD-WEN’s previous offer of replacement balances is within the terms of the warranty, and is still available to Mr. [redacted] if he chooses to accept it. He may contact our Customer Care department directly to request the necessary parts.
Sincerely,
JELD-WEN Law Department

JELD-WEN apologizes for any miscommunication that may have caused inconvenience for Mr. & Mrs. [redacted]. Our understanding is that the builder for the [redacted] home was already in the process of replacing the door when a dealer representative called us to cancel the JELD-WEN service visit. The [redacted] may have been unaware that a resolution was already underway, however, JELD-WEN’s Customer Care department will be contacting them today to let them know. We are confident that the replacement door will resolve their issues.

The glass for this customer was replaced in January - please confirm for the Revdex.com that this matter is resolved.Thank you, JELD-WEN Law Department

Complaint: [redacted]I am rejecting this response because: THEY CONTINUE TO IGNORE THE FACT THAT I HAD PREVIOUS WINDOWS REPLACEDWHICH INCLUDED INSTALLATION UNDER WARRANTYSincerely,[redacted]

We understand your frustration and apologize again for the delays in providing the correctly sized product. A specialty claims handler in our Customer Care department has been assigned to research the status of your order and then contact you.Thank you,JELD-WEN Law Department

The complaint is against JELDWED Doors and their phone number is 1-800-535-3936. or 641-269-6000.
Claim # [redacted] and [redacted]
they have offered only to provide another door
I understand their stance is it was primarily an installation problem, but that does not account for door goes out of...

square during use and poor seal allowing water penetration.
Same or similar door has had other similar complaints,
I believe they should cover installation.