Here is my story, this exact letter has been sent to the CEO, 10 Board of Directors, BBB, State of Consumer Affairs, and 2 local TV news stations...
"I purchased $8,864.39 worth of Jeld-Wen windows for my house through Large Box Store on 02/25/2017. The windows took about 3 weeks to be made and shipped. I picked them up on 03/12/2017. All the windows were vinyl clad, triple pane, low E coated w/Argon gas. I did the install of these windows myself over the next few weekends. Upon installation of the front picture window it was discovered the low E coating which is located in-between the three panes of glass was scratched at time of manufacture. It was NO way possible for me to do this as this E coating is in-between the sealed panes of glass. I contacted purchase store, they referred me to Jeld-Wen with a contact phone number for warranty. My initial contact with Jeld-Wen was made on March 22 2017 and a appointment was made for a Jeld-wen service technician to visit and inspect the installed window at my home. The first visit was confirmed by Jeld-Wen technician (Ron) that the window was scratched during manufacturing and would be replaced under warranty. A replacement window was ordered. I received a call from scheduling (Brittany) about 3 weeks later setting up an appointment for June 2017 to install the replacement window. The Jeld-Wen technician arrived and removed and replace the original window and the replacement windows E coating was scratched worse. The Jeld-Wen technician said he would order another window. Received a call to set up another service visit weeks later and visit # 3 to my house had the same results, scratched E coating between the glass. Technician ordered another window. Weeks later I received a call to schedule appointment to try again. Visit #4 Jeld-Wen technician arrived and this time he had 3 windows and joked "I'm sure 1 of these will be ok", well all 3 were made to the wrong size and did would not work. Ordered more. Weeks later got a call to schedule another appointment and this time a Sub-Contractor (Petes Glass) called me Visit # 5 I explained problem I was having and asked him to inspect the glass that was shipped to him from Jeld-Wen, he said he did and it was ok. He arrived at my house and unpack-aged the glass and YES it was damaged. Order another window. Got a call weeks later set up appointment for visit #6, Jeld-Wen technician had 3 new windows, this time they were only double pane glass and I purchased triple pane with the low E. order more. Weeks later scheduled visit #7 Jeld-Wen technician had 2 windows, inspected them , they appeared ok, he removed window and glass broke, installed 1st window he had and it broke when he was installing the outside trim with hammer, removed that one, installed the 2nd and same thing, it broke when installing. order more. I had an appointment #8 scheduled for Feb 17 2018 and Jeld-Wen technician called at 9:00 am and said he opened windows shipped to him and they are the wrong size, he is not coming. The next service appointment was set up for Mar 21 2018 and Laurie called to say the installer contacted her and the wrong glass was once again sent to him she canceled the app. She told me the window is no longer made and I should hire a local glass company to come and do the replacement and they would reimburse me up to $400.00 I wasted more of my time called 3 local glass companies and everyone told me they could not match the E coating and my center window will be tinted a different color, and NO one will do it for $400. I am now questioning my lifetime warranty on all the other windows I installed last year and what problems I will have if service is ever needed. PLEASE HELP ME, WE ARE 1 YEAR 8 VISITS 1 NO SHOW INTO THIS AND ARE NO FURTHER AHEAD."
What can I do?
"I purchased $8,864.39 worth of Jeld-Wen windows for my house through Large Box Store on 02/25/2017. The windows took about 3 weeks to be made and shipped. I picked them up on 03/12/2017. All the windows were vinyl clad, triple pane, low E coated w/Argon gas. I did the install of these windows myself over the next few weekends. Upon installation of the front picture window it was discovered the low E coating which is located in-between the three panes of glass was scratched at time of manufacture. It was NO way possible for me to do this as this E coating is in-between the sealed panes of glass. I contacted purchase store, they referred me to Jeld-Wen with a contact phone number for warranty. My initial contact with Jeld-Wen was made on March 22 2017 and a appointment was made for a Jeld-wen service technician to visit and inspect the installed window at my home. The first visit was confirmed by Jeld-Wen technician (Ron) that the window was scratched during manufacturing and would be replaced under warranty. A replacement window was ordered. I received a call from scheduling (Brittany) about 3 weeks later setting up an appointment for June 2017 to install the replacement window. The Jeld-Wen technician arrived and removed and replace the original window and the replacement windows E coating was scratched worse. The Jeld-Wen technician said he would order another window. Received a call to set up another service visit weeks later and visit # 3 to my house had the same results, scratched E coating between the glass. Technician ordered another window. Weeks later I received a call to schedule appointment to try again. Visit #4 Jeld-Wen technician arrived and this time he had 3 windows and joked "I'm sure 1 of these will be ok", well all 3 were made to the wrong size and did would not work. Ordered more. Weeks later got a call to schedule another appointment and this time a Sub-Contractor (Petes Glass) called me Visit # 5 I explained problem I was having and asked him to inspect the glass that was shipped to him from Jeld-Wen, he said he did and it was ok. He arrived at my house and unpack-aged the glass and YES it was damaged. Order another window. Got a call weeks later set up appointment for visit #6, Jeld-Wen technician had 3 new windows, this time they were only double pane glass and I purchased triple pane with the low E. order more. Weeks later scheduled visit #7 Jeld-Wen technician had 2 windows, inspected them , they appeared ok, he removed window and glass broke, installed 1st window he had and it broke when he was installing the outside trim with hammer, removed that one, installed the 2nd and same thing, it broke when installing. order more. I had an appointment #8 scheduled for Feb 17 2018 and Jeld-Wen technician called at 9:00 am and said he opened windows shipped to him and they are the wrong size, he is not coming. The next service appointment was set up for Mar 21 2018 and Laurie called to say the installer contacted her and the wrong glass was once again sent to him she canceled the app. She told me the window is no longer made and I should hire a local glass company to come and do the replacement and they would reimburse me up to $400.00 I wasted more of my time called 3 local glass companies and everyone told me they could not match the E coating and my center window will be tinted a different color, and NO one will do it for $400. I am now questioning my lifetime warranty on all the other windows I installed last year and what problems I will have if service is ever needed. PLEASE HELP ME, WE ARE 1 YEAR 8 VISITS 1 NO SHOW INTO THIS AND ARE NO FURTHER AHEAD."
What can I do?
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