Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased a sliding door last year. It cam with no screen door (who orders a sliding door without a screen door)? I asked for the screen door and they ordered one for me. It took approximately 3 months to get. then i find out the sliding door also did not have a track for the screen door ( seriously) so they ordered me a screen door track. this also took about 3 months to show up. so I finally get the track so I can finish off this job and woulnt you know it the door they sent me didnt come with all the parts. No upper track quides no hand closure area no lock just door and screen. I have been waiting over 3 months for the said they ordered the right parts and would get everything to work right. Last week they sent a repair tech out because they thought he had all the right parts on his truck. I just recieved a bill for around $1200. for the parts to fix their s**** up. Now I am told I wont have to pay anything and they ordered the right parts. How much longer do I have to wait for them to do a proper job. So disapointed, I have a remodel business and I cant have this go on to my clients

  

  Business response

  07/03/2024

  Hello,

  We strive to provide outstanding customer service, and we don't take concerns like this lightly.  As our customer stated in his commentary, we are not charging anything for the replacement parts.  Upon review of the project, we do see that a screen door was on the original order that was placed with manufacturing and our system does show that it was delivered with the sliding door to the job site, however we do remain committed to making things right, and we are extremely sorry for the delay in getting the correct replacement parts.  After reviewing the case, we were able to pull together an expediated plan that we think will resolve the concern yet this week.  Our Field Supervisor, *****, has reached out to the customer and plans to visit with parts this Friday that he expects to fully resolve the issue.

  ****

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with ****** Consulting LLC (******) to build my home. On January 18, 2024, ****** then ordered Pella Windows for the home build from Pella Mountain West, Order #*****Q001B (the Order). Due to the extreme delays caused by your company, I have incurred heavy fees and additional interest on the loans covering this build. I then demanded compensation for loan interest and fees associated with the extensive delay of the Order. I have been paying additional per diem amount of $425 due to the home being incomplete and unable to refinance into a conventional loan. I sent a letter to Pella Mountain West and to Pella Corporate. Pella wrote back and just pointed the finger at Pella Mountain West. Pella Mountain **** wrote back and said sorry for the delay and offered no sort of compensation. I understand delays happen, and am not unreasonable. A few weeks past what I was promised, and I would not be filing this complaint. These delays are completely unreasonable, and I should be compensated somehow for the financial loss I have suffered. At the time of purchase, Pella Mountain Wests trade sales consultant *************************, stated that the lead time on windows was three to four weeks.Assuming the lead time quoted was correct, the order completion date would have been between February8 and February 15, 2024.

  

  Business response

  05/16/2024

  3-4 wks-posted production time at signing.  Additional job walk needed before ordering, delaying by a wk. Once placed, scheduled for a 3-4 wk eta + wk shipping. Pella took additional wk past posted "expected" lead time - 5 wks + wk for shipping.  All addressed in contract, signed by customer, ***********************. A special order unit didn't get ordered: held in custom order queue due to special glass requirements.  When this happens, product gets pulled out of "typical lead time" schedule.  Once made aware, we ordered rapid response.  Cost didn't get added in originally, so I covered the special order glass/rapid response (over $1500). This caused delay on this unit but we rectified by covering product costs. One window ordered by us/signed by customer w/incorrect color.  We immediately ordered replacement at our expense, causing delay on this unit. Another door sent to us w/incorrect handing, immediately reordered, tracked, put on escalated list for oversight-caused delay on this unit.  We monitored these 3 units until successfully delivered to customer. Framing issue for door by 3rd party contractor of customer's:  We worked w/framer, helped move fireplace/reframe door so it would be ready when our product arrived-all completed at our expense though not our responsibility, to help compensate for delays. Overall, we feel we extended every effort to rectify each item that has come up: Many factors outside of our control-and some within.  In each situation, we addressed & resolved issues at our expense, often going above and beyond to compensate for items we weren't liable for. Our customer, ****** was involved & we communicated throughout entire process w/him & worked to resolve for his homeowner.  We acknowledge that the end user, ******, has experienced frustration due to his decision to take on a hard loan, but we addressed each issue that arose timely as pertained to our products, and feel that we did everything within our control to compensate and resolve each item.

  Customer response

  05/29/2024

  An additional job site walk was postponed by Pella Mountain Windows and Doors Mountain West, resulting in significant delays that were not addressed in the contract. A special order unit was not placed until the salesperson realized it had never been processed, and even then, no rapid response was initiated, further prolonging the wait for delivery. Regrettably, the resultant delay was not rectified, nor were we promptly informed of the errors. Additionally, the master slider door was incorrectly manufactured with one side in white instead of black, contrary to all my other windows and doors which have black frames. This oversight led to a significant delay as well, exacerbated by the failure to escalate the matter promptly. Similar issues arose with the front door, further compounding the delays. These setbacks have caused considerable financial strain, yet the company refuses to acknowledge fault. Communication, particularly with the salesman and the rest of the company, was extremely lacking. It's evident that they did not exert every effort to ensure the timely completion of the job. I firmly believe I am entitled to compensation, and I will persist until the company addresses this matter satisfactorily.
  

  
  

  

  Business response

  05/30/2024

  Pella representative did multiple site visits and informed construction crew of several errors that needed adjusted prior to windows and doors.  If these issues werent addressed, the customer would have had further delays.

  Customer reviewed and signed the contract which included the sliding door with the colors as stated.

  
  Master sliding door was reordered at no additional charge to the customer and was expedited despite what the customer has stated.

  
  Per the contract agreement, Pella is not responsible for delays due to unforeseen issues.  As was the case with the special ordered unit.  Efforts were made in manufacturing to expedite the product despite what the customer has stated.

  
  The delayed products did in fact arrive sooner than the original dates expected and was communicated through emails to the customer.

  ********************** has already provided compensation by purchasing a special order unit for the customer, at no charge to the customer, as well as the reorders and corrections of the unit with the dual colors at our expense.

  We responded to every email/text/job walk request/phone call initiated by the customer and kept the customer involved throughout the entire process-both the actual customer, who is ******, and his homeowner, who is making the complaint.

  
  

  Customer response

  06/03/2024

  The burden of purchasing special order units and reorders should not be solely borne by the customer. ********************** bears responsibility for the significant delays incurred.
  I do not find this response satisfactory and am continuing to pursue compensation for the delays caused.

  
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In March of 2023, I signed a contract with Pella for $84,240.36 to replace 11 windows and one exterior door in my home. This price included installation and I was told throughout the process that the benefit of going directly through Pella for installation was that the installation would be properly done and the process would be seamless. This has been far from the case. The initial installation crew that was sent to my house (a subcontractor) was not competent, resulting in windows being improperly installed and the frame of one window being broken. Additionally, multiple windows were not properly closing and missing needed frame expanders on the exterior. This has led to nearly 6 months of back and forth between different Pella units and subcontractors to identify and correct problems. Moreover, Pella's inability to properly communicate across their team and with subcontractors resulted in multiple situations in which people arrived at my house unprepared to do the job that was supposed to be done, extending the process and disrupting my work days. See attached document for detailed timeline of events.The installation was supposed to be complete on August 25th 2023; they are now anticipating it being complete by Feb 28, 2024. During this extended timeline, I had one window that, for three of the coldest months of the year, was only sealed with blue painters tape. I have also had 9 days (so far) beyond the initial install period where my work day has been completely or totally disrupted due to Pella needing to be at my house.I am requesting that Pella both complete the job fully and that I receive financial compensation of at least $3,500 due 9 interrupted work days beyond the initial install period and costs associated with having a window improperly sealed for 3 months.

  

  Business response

  02/08/2024

  We here at Pella understand this project did not go as smoothly as we would have liked. We had some difficulties that resulted in delays and multiple visits. However, I want to reassure you that the installations themselves were structurally sound. The issues were mainly with finishing details and product defects, which we have worked diligently within the terms of our warranty to correct and get properly installed into the home. 
  
  Our goal is always 100% customer satisfaction.We apologize for the frustrations experienced over the past several months. As soon as we realized there were problems, we brought in another installation team to take over and make things right. After the final walk-through with our team, ************************* agreed everything was properly installed, with just one window sash still needing replacement on 2/28/2024 pending product delivery to us from manufacturer which was ordered on a rush.  
  
  It is our belief that we are meeting the terms of our contract and due to our issues and your inconveniences we have done our best to make this right by offering $1000 in compensation for the delay in installs and product reordering, as well as seeing this through to the end to ensure you are now happy. As stated, we are on track to finish this project 2/28/2024 and feel our compensation package is fair for events that have occurred. 

  Customer response

  02/12/2024

  There are a number of things in the business's response that are not accurate and that further illustrate the lack of effective communication and project management within Pella that puts burdens on customers.  First, it is not true that they immediately switched installers after they were made aware of the problem. They continued to send the original subcontracting company to my house into November--more than two months after I began making them aware of the issues.  Secondly, I have not done a final walk through and confirmed that everything was complete to my satisfaction because the job is yet to be completed. In addition to the casement panel that needs to be replaced, there are windows missing weather striping and windows on which the finish was damaged during installation that needs to be addressed. These issues have been communicated with multiple Pella representatives, so it is unclear why the respondent thinks the job is complete, raising further concerns.  This lack of effective internal communication and project management has caused undue burdens; as previously noted thus far there have been 9 days beyond the initial installation period (not include the upcoming day of repairs) where I had my work day completely or partially disrupted due to Pella staff or subcontractors being at my house . Many of these visits were unnecessary and only occurred because of ineffective internal communication within Pella or between Pella and subcontractors. The $1,000 they have offered was explained as $500 for delays ($100/month which assumes the job was complete in January, which is not the case) and $500 for additional inconvenience, which is not adequate considering the level of unnecessary disruption to my workdays.   

  

  Business response

  02/19/2024

  We do notice and admit that there are some issues with remaining work. Our Supervisor ***** will be on site during final work to be completed on 2/28/2024 to ensure that the work is completed to ****'s satisfaction and discuss fair compensation. 

*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. ↩