Complaints

This profile includes complaints for JELD-WEN's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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JELD-WEN has 92 locations, listed below.

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  JELD-WEN

  2645 Silver Crescent Dr Charlotte, NC 28273-3566

• 

  Jeld-Wen Windows & Doors

  550 Munroe Avenue Winnipeg, MB R2K 4H3

• 

  Milliken Millwork Inc.

  172 Plummer Road Sidman, PA 15955

• 

  American Building Supply

  8920 43rd Ave Sacramento, CA 95828-1122

• 

  JELD-WEN

  1875 Ord Way Oceanside, CA 92056-3589

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand-new house from my builder in the summer of 2023 in ****************, **. The 2023 winter was relatively mild, and we did not experience any issues with our windows that year. However, in 2024, one of the large glass panels in our backyard sliding door shattered due to the cold temperature of -27C, which is typical for our area.After contacting JELD-WEN to use the 5-year warranty, I was informed that there is only a one-year warranty for this type of issue, which does not make sense. Last winter was not a typical Canadian winter in ****************, and as soon as the temperature dropped to -27C this year, it became clear that the glass did not meet the necessary standards to withstand cold weather.I requested that JELD-WEN take responsibility for installing substandard glass that was not capable of tolerating the cold temperatures, but unfortunately, they have repeatedly denied doing so.

  Business Response

  Date: 01/03/2025

  A JELD-WEN representative contacted the customer to review the reported issues and provide the customer a copy of the warranty. The applicable warranty does not provide coverage for glass breakage as a result of external impact.  The photos received from the customer clearly indicate an impact point as cause of the shattered glass.  A quote for replacement parts and labor has been offered to the customer. 

  Customer Answer

  Date: 01/05/2025

   
  I am rejecting this response because:

  
  We have security cameras around the house that monitor all movement near the patio door, and there is no recording of any external object striking the glass. There is also no single recording missing in our camera storage.
  Furthermore, when tempered glass cracks due to cold weather, the damage typically starts from a single point and spreads across the glass. I have observed this before and explained it to Jeld-Wen.
  It is clear that the glass broke due to cold weather, not because of an external object.
  Unfortunately, Jeld-Wen has consistently been changing their reasoning to deny warranty service.

  
  

  Business Response

  Date: 01/08/2025

  JELD-WEN has offered the customer a goodwill **********************.  Once the part is ready the customer will be contacted to schedule a service appointment.  The customer accepted the offer.
  

• Initial Complaint

  Date:12/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Jeld-Wen window through a ******** store in August 2024. It was picked up in November 2024, and I immediately noticed that they had built it with the wrong sill angle. I ordered 0 degrees, and it was made with a 14 degree angle, making it several inches too small for the rough opening. The paint job was also poor. I called the ******** store, who said I could either reorder or use the window as-is and send a request for reimbursement to ******** corporate. Because I needed the window in before winter, we paid to adjust the rough opening and made the window work. After several weeks, ******** sent Jeld-Wen and me a letter in the mail advising me that Jeld-Wen should contact me to make things right. They never did. Three weeks later, I contacted Jeld-Wen directly. I send many pictures of the window's incorrect build and additional paint and wood issues. They bounced me back and forth between managers before determining they could offer me $50. I said that didn't even cover the cost of materials to use the window as-is, and they said a manager, *******, would call me back to negotiate. Now, nearly a month later, he still has not talked to me. They built a $1200 window wrong. I would like 30% back to cover my costs to make it usable and for this ridiculous runaround.

  Business Response

  Date: 01/03/2025

  A JELD-WEN representative has contacted the customer with an offer to resolve the warranty claim.  Direct contact information has been provided to the customer.    

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My backdoor that is clearly under warranty they will not send the parts to fix the lock. I cannot lock my back door and have been abused by the Jeld Wen employees who do not want to give you any type of parts.

  Business Response

  Date: 12/17/2024

  A JELD-WEN representative contacted the consumer to review his warranty claim.  A replacement lock has been shipped to the consumer. Additionally, as a gesture of goodwill over and beyond the applicable warranty obligations for the door, a replacement glass insert has been ordered for the consumer.  Direct contact information was provided for any additional questions. Thank you.
  

  Customer Answer

  Date: 12/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around November 15, I purchased bifold doors from **********. I bought 2 / 24 inch doors. Today I scheduled to have them installed on December 9 upon opening one of the packages the track was totally damaged. It obviously was packed that way because I cant see any other way. That part would be damaged because it was inside the packaging. So I figured I would call the manufacturer and save myself a trip back to ********** and have them send me the part. It was just the track that was damaged. So I was figuring this would be no big deal get the part. It would come in the mail and its not my fault that you are selling defective parts. Instead, I was wrong. I had to deal with ***** ****** customer care representative who proceeded to tell me there is no way he could send me this part without proof of purchase, which is the receipt which I thought I lost at the time of the call usually if you lose a receipt, decent companies have you take a picture of the barcode or some other way of proving you purchased it but instead, I had to deal with ***** who stated I couldve purchased the second hand and accusing me of trying to scam a track part. Like I have nothing better to do with my life then try and get over on Jeld-Wen. Anyway, I requested to speak to a manager, and ***** refused and that there are no managers available. So this is standard practice with Jeld-wen they dont stand behind their product. Most companies make an exception when you lose the receipt I mean its just the track I needed. So here I am with a defective door parts and out half the days labor of $200 because he cant install with the track provided. Worst company I have dealt with in my life buyer beware.. unacceptable. No manager cant escalate cant make an exception.

  Business Response

  Date: 12/20/2024

  A JELD-WEN representative has contacted the consumer with an offer to resolve the warranty claim.  Direct contact information was provided for any follow up questions.  Thank you.

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We placed a window and door order with Jeld-Wen through a representative in July. Part of the order arrived in October (some broken) and some we were told were "backordered". We've been given several dates by which the missing windows were supposed to arrive and they continue to push it back. We cannot finish the siding or close up the house and it's freezing and snowy now. We've had to push back work and put subs off since the drywall cannot be done until the missing windows are in. In addition, the Jeld-Wen tech came out once to fix the broken windows and told us he'd come back but never has. They're not fixed... We'd like a partial refund and some real assurances the the missing windows will be delivered in the next two weeks at the latest. And we'd also like the tech to return to fix the broken parts of the windows that were delivered.

  Business Response

  Date: 12/20/2024

  A JELD-WEN representative has contacted the consumer to provide updates on the *** of the multiple orders JELD-WEN has received.  Additionally, per the terms of the applicable warranty, the customer will be contacted to schedule a subsequent service visit to repair reported issues on the installed product.   The request for compensation will be reviewed once all the remaining product has delivered and been accepted.

  Customer Answer

  Date: 12/20/2024

   
  This response is accurate but I will not accept it as I do not wish to close the case until the missing units are delivered and they've told me what kind of partial refund they will provide. We've been told numerous times before that the missing units were going to be delivered only to have them push the date back by another month so I'll believe it once they've arrived at the job site!
  
  

  Business Response

  Date: 12/20/2024

  Thank you for your response.  JELD-WEN assures the customer that the warranty claim will remain open until all the product has delivered and all warranty issues are resolved.     

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used Lowes installation in *******, ****** to order a new door and some windows back in June. They arrived and were installed in October. The door has blinds within the glass that didnt work on the right side from the day the install was done. We tested them the day Choice, a contracted installer through Lowes, installed them before they left. We told them the blinds on the right were non operational. They said it was a Lowes/warranty issue. Ive been fighting Lowes and their manufacture of the door Jeld-Wen ever since to get the door fixed. After months and months of back and forth, Jeld-wen finally sent and email that said the replacement part was ordered and would be installed by their team by December 2, 2024. On 12/6/2024, when no one contacted me, I called Lowes again to check in, only to find out the Jeld-wen NEVER ordered the part and lied! They never ordered it because they dont have a facility or their own technicians IN ******!!! ***** sold me a product that they said had a warranty and now I find out that they cant Actually warranty it because JELD-WEN doesnt have the ability to actually come out and fix it and Lowes cant find a third party to do it. Choice wont do it and turned it down because it not their issue and they do t wont to be sued for a bad install, and I agree, its not their issue. ***** said JELD-Wen offered to refund the door so we could reorder a new door, BUT, not the cost of the installation. So Id have to buy another door AND pay for the installation again. And why would I want to reorder another JELD WEN door that cant be warranties???? We want our $8000 back for the door AND the installation we paid Lowes for so we can go find a REPUTABLE business that can do order and install a new door WITH a warranty that can ACTUALLY be covered. I also want ***** to stop selling JELD WEN products in ****** if they cant actually warranty them so no other customers are sold faulty products that cant be fixed.

  Business Response

  Date: 12/17/2024

  A JELD-WEN representative contacted the consumer with a warranty refund offer that has been accepted.  Direct contact information has been provided to the consumer if there are any follow up questions.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Jeld-Wen exterior patio french door through Lowes on February 28, 2024. I purchased the door because my old door was drafty and I explained I needed a cold climate door. Lowes sales person noted this door was appropriate for my needs but noted that Jeld-Wen has bad customer service. Total cost of materials $2075.91 and Labor $1133.90. The product is defective. I worked through Lowes and Jeld-Wen to try to resolve the issue. Lowes installer claimed the door is defective and Jeld-Wen doors tend to have this problem (does not close flush). Jeld-Wen virtual inspections show that the door was defective. Jeld-Wen did not honor their own virtual review and claimed installer error. Then Jeld-Wen agreed to replace panel which were installed but the door still did not close correctly. Now that it is winter, the cold is coming through the seams where the doors do not close. This is a defective product and should not be sold in the market. The manufacturer should also stand behind their product and replace defective products based on their inspections.

  Business Response

  Date: 12/17/2024

  A JELD-WEN representative has contacted the consumer to offer a virtual inspection to review the installation with their installer.  Direct contact information has been provided to the consumer to proceed with the offer.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in September, I went to ********** to order a front door for my home build. I did weeks and weeks of research and came across your company. I fell in love with the Architecture Collection for its beautiful farmhouse lines, durable fiberglass design, and depth of color palette. I put the information for my order in at the ************, IL **********. My builder then called and ordered from this order. In the process, the woman at ********** put in the wrong color order - we requested Warm Toffee, she put in the code for Milk Chocolate. I was unaware of this, and our builder ordered and signed off on the specs I put in with **********, never knowing that this mistake was made by the ********** customer service **** I acknowledge this was *********** fault, not yours. But flash forward 10 weeks to when my door was delivered and the Jeld Wen delivery crew dropped my door and damaged it - frame and door were cracked. Whats more, when they stained it, they closed the door too soon, so the stain stuck and peeled all along the frame. Your company graciously allowed us to keep the door until the new one came, something we are very grateful for as it stopped our build from being delayed. However, when our builder explained the color order mistake, and asked if Jeld Wen could help us by fixing *********** mistake, they said they couldnt do anything and had to send us the original mistaken color we ordered. This makes no sense to me. I acknowledge that it was in no way your fault. But it also costs your company nothing to correct your suppliers mistake and make a customer happy. We are going to have this door for years, and every time I look at it, Ill be reminded not only of the ********** mistake, but also of the manufacturer who couldnt take a minute of compassion to delight a customer whos making a very expensive, lifetime purchase that now is not what we wanted.

  Business Response

  Date: 12/11/2024

  A JELD-WEN representative contacted the consumer to review the claim.  The store placed a replacement order for the door that will be delivered to the store for pick up.   The consumer was provided direct contact to JELD-WEN warranty representative if there are warranty issues with the new door. 
  

  Customer Answer

  Date: 12/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint. The door was too far in production to fix so I had to accept the error. Still wont buy from them again but they technically resolved my issue. 
  
  Thank you. 
  

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November / December of 2023, we placed (another) warranty claim for ( another) manufacturer issue related to one of the many windows we have in our brand-new build. One of the issues we noted on our warranty claim was the fact that the sealant is missing from various windows. Our master bedroom being one of them. A tech came out to address the claim. He said he fixed the issues. Fast forward to now and we notice there is water damage in our master bedroom to our hardwood floors. After investigating, it's been determined the missing sealant has caused rain water to penetrate into the window sill, behind the drywall and down into the floor. There is now MOLD on our drywall, the lumber and our hardwood floor. Since October 22, 2024, we've been attempting to work with JeldWen customer service - ******* and ****** - to send a tech back out here to re-inspect and resolve the issue. ******* has also claimed she needed to get with her legal team to receive proper sealant/installation documentation for some reason? Not clear why the ** legal department would have tech/specs requirements. But we still haven't received the documentation. There has been a lack of willingness to come out and inspect the manufacturer issue and there has been multiple times we were promised a call back but haven't received one. Most recently ******* promised the installation manager would call us Monday, 11/11, to discuss sending a tech out. No one has called as of 11/12/2024

  Business Response

  Date: 11/21/2024

  A JELD-WEN representative has contacted the customer to offer a service visit to review the reported issues.  Direct contact information has been provided to the consumer for the claim.

  Customer Answer

  Date: 01/21/2025

   
  I am rejecting this response because:

   

  We previously filed a BBB complaint against JeldWen in November 2024, because of a leaky master bedroom window causing drywall and hardwood floor water damage. This improperly manufactured window had a requested fix from us - the homeowners - the year prior (end of 2023), which ** claimed they resolved after sending a tech out end of 2023. It wasnt fixed apparently. ************* from ** refused to send a tech out to inspect this latest water damage / leak issue from October / November 2024 when we called back to tell them whats going on. Once I placed the BBB dispute November 2024, ** corporate agreed to send someone out December 26, 2024. BBB then prematurely closed our dispute with ** prior to anyone actually showing up from **. A ******* came out, inspected and said they would send in a report on December 26, 2024. We have NOT heard any follow up on that report and next steps to resolve the leaky window and water damage. No one from ** will call us back. No one from ** has emailed us. Which is why we are reopening this complaint about the leaky master bedroom window causing water damage.

  
  

  Business Response

  Date: 01/24/2025

  A JELD-WEN representative has provided an offer to the consumer.  Direct contact information has been provided.
  

  Customer Answer

  Date: 01/28/2025

   
  I am rejecting this response because:

  
  We are deciding how wed like to proceed now that Jeld-Wens proposed solution is to not only NOT cover the damage caused by their faulty product, but for us to incur thousands of dollars more in repair bills for the removal/reinstallation of a new window unit. You will have a formal response from us by end of next week as we consult other avenues 

  
  

  Business Response

  Date: 02/05/2025

  JELD-WEN has provided an offer per the terms of the applicable warranty.  Direct contact information for the claim has been provided to the consumer. 

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought windows from Jeld-wen the end of 2021. Multiple windows came broken and it took months to get all the windows to the house. One replacement was even sent to the wrong location, had to be found and then sent to my house. When examined, the windows were defective. It took months to even get a response from Jeld-wen. They finally sent someone out to look at the windows. He said he could come back and "fix" the windows. We scheduled this and multiple attempts - the tech showed up after I had told them I couldn't make the appointment they scheduled, etc. When this finally happened, he didn't even work on the window with the most issues and caulked the other windows to "fix" the issue. He didn't have all the equipment needed, so said when it was delivered to my house to text them and he would come back. It took months to get the equipment. I texted like he told me too and was ignored. I texted multiple times and even gave dates I was available. I finally was texted back with a text saying my customer service agent would be sent my message and someone would get back to me. I never heard anything else. I began texting again and finally heard back. They sent an email with an appointment over a long weekend and when my power and internet were out due to ***** for over 6 days. They canceled the appointment without me even being able to respond. I have also asked repeatedly to speak to a higher level in the company and they repeatedly told me that my phone number was not working. Turns out, they didn't have my phone number in their system right, even though I had emailed it to them on several occasions. They sent an email appointment last week and when I tried to confirm, it said there was no appointment. I emailed several times and finally a response with a number to call and schedule an appointment. They didn't even acknowledge that I had an appointment. The windows are still defective and let in light and air between the top and bottom panes.

  Business Response

  Date: 10/31/2024

  A JELD-WEN representative has contacted the consumer to offer a service date.  We are waiting to hear back from the customer confirming the date offered.

  Customer Answer

  Date: 10/31/2024

   
  I am rejecting this response because: I have called multiple times and emailed and my calls always go directly to voicemail. I do not want to schedule service, as the windows are all defective and they have already tried to fix them. I want a refund as stated in my complaint.
  
  

  Business Response

  Date: 11/06/2024

  A JELD-WEN representative emailed the consumer offering a service visit to repair the windows per the terms of the applicable warranty.  The consumer has been provided direct contact information if wanting to proceed with scheduling the visit.  Copy of warranty attached.

  Customer Answer

  Date: 11/10/2024

   
  I am rejecting this response because: a warranty implies the windows were in good working order when they were delivered and installed. This is not the case. The windows have been defective since delivery and have never been correct. I should have received new windows that weren't defective or a refund. The tech has already tried to repair some of them and this has not worked. He did not even attempt to fix one of the windows and didn't even look at the bathroom window. 
  
  

  Business Response

  Date: 11/11/2024

  A JELD-WEN supervisor has emailed the consumer detailing the offer to repair per the terms of the warranty.  We kindly request a return response to proceed with the warranty claim.