Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to the local Pella store on *****************, in ******* NY to find a replacement door handle for my sliding door I was told they dont sell them and was given information to contact service department. Went home and looked up information online and there are door handles to buy so placed an order on 12/30/24. Received the handle after 1/10/25 and realized when trying to install that I only needed to replace the screws and the old handle could be reattached to the door contacted pella customerservice to find out how to return and was told they were unsure of policy and someone would get back to me. No one has contacted me so went online to ask for refund and told since there was nothing wrong with order they couldnt take it back. On the online form I said the item was no longer needed and that option was available for me to select but that didnt seem to matter. If its an option why cant I return item because its no longer needed? Called again and got same response that someone would get back to me. To date, no one has contacted me. The only response I get is online which seems to be standard reply to everything even though this item is NOT a special order and is something that is in stock and they can sell again. It is no use to me and I want my money back. The online form for return is misleading if they wont accept a return for something that is no longer needed when that is an option to select.

  Business response

  01/28/2025

  RE: ******* ******** BBB Complaint #********
  
  Dear Mr. ********************** you for contacting Pella Corporation. I am writing to follow up with the concerns presented by Mr. ******** regarding his experience. 
  
  Pella Corporation continually strives to manufacture quality products and complement them with superior customer service. We very much regret to learn that we have fallen short of Mr. ********* expectations and apologize for the frustration this has caused.
  
  Unfortunately we do not accept returns through our online parts store for product that arrives correctly, and undamaged. However, because of his experience I went ahead and issued Mr. ******** a check to reimburse the $205.18. He should see this in the mail within the next 3 weeks. 
  
  Again, we do not accept returns, so Mr. ******** is welcome to keep the handle or do with it as he wishes.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** *******
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer response

  01/28/2025

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

• Initial Complaint

  01/13/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought 15 *************** door from *****. The windows arrived of poor quality. Bad welds, short casings around the windows. The delivery was marked damaged, but the delivery guy left everything here claiming he was onky a third party delivery guy.The windows have been taking up space in my garage since Dec 18th. Both ****************************** windows have not taken them back yet. ***** blames Pella saying it's clearly a manufacturer mistakes. Pella said they don't care & will honor no warranty. They say Lowes should have caught the mistakes upon their delivery.

  Business response

  01/15/2025

  RE: ***** ******* BBB ID #********
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that Mr. ******* has presented regarding his sales experience through Lowes.
  
  Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the difficulties that Mr. ******* has encountered with his order and apologize for the frustration this has caused.
  
  Upon receipt of your email, I contacted the Pella sales representative who works with the Lowes retail team. I was informed that they are looking into the details of the product and communicating with the internal engineering team. They determined that most of the product is within manufacturing tolerance and the corner welds can be chiseled in the field. Additionally, they are still inquiring about the other details.
  
  If the customer has any additional questions or concerns, we encourage him to continue working with his local Lowes store as they are in the best position to assist him. They can be reached by calling ************. 
   
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
  
   
  ****** *******
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer response

  01/15/2025

   
  Complaint: 22802668
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Business response

  01/27/2025

  January 27, 2025
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ***** ******* BBB ID #********
  
  Dear Mr. ********************** you for your additional email.
  
  Pella Corporations position remains unchanged from the response previously provided to Mr. ******* on January 15th. Respectfully,this is Pella's Corporation's final response to this specific customer complaint. 
  
  If Mr. ******** has any additional concerns, the local Pella distributor can be reached by calling ************.
  
  Again, thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** *******
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Business response

  01/27/2025

  January 27, 2025
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ***** ******* BBB ID #********
  
  Dear Mr. ********************** you for your additional email.
  
  Pella Corporations position remains unchanged from the response previously provided to Mr. ******* on January 15th. Respectfully, this is Pella's Corporation's final response to this specific customer complaint. 
  
  If Mr. ******** has any additional concerns, the local Pella distributor can be reached by calling ************.
  
  Again, thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** *******
  Customer ***************************** Specialist
  Pella Corporation

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pella has consistently been disappointing to work with. We love Pella windows so when we needed 10 new windows due to hail damage, we required our contractor to order Pella Windows. We even added 3 additional windows that we paid for to finish out that side of the house. After waiting 12 weeks, on Oct 15, 2024 we went to install and 3 double hung windows were missing the appropriate screens and the largest window was made 12 inches too big - it was to be 70x95. The paperwork showed this, but the window was 82x95. Thankfully our installer measured before they pulled this dining room window! Our installer requested an expedited window along with replacements for the 3 wrong screens. The installer was told the screens arrived Dec 9. Our replacement window arrive the next week, so we scheduled an install on Dec 17, 2024. The window was correct but it came without ******************************** has no idea where the replacement screens are. So our installer once again reached out to Pella service and requested all 5 screens. Then yesterday I get an email that I need to pay for the missing screens!"Hello!My name is *** and I will be assisting you in your service request. I am sorry to hear that the screens were missing from your order. Unfortunately, due to policy, we are unable to cover the cost under warranty since this was not reported within 3 days of delivery. I can send a quote over with an applied discount if you were interested! Please let me know and I apologize for the inconvenience. Thank you,*** ******* **************** Coordinator ************ ****Please be advised our ****************** is currently running a minimum of 1-2 weeks behind on all correspondences. Bear with us as we attempt to assist everyone in a timely manner.****Please let Pella know that this is incompetence at its finest. Their quality process is sorely lacking if a window was made and shipped 12" to big!!! And they cannot include or include the correct screens.

  Business response

  01/07/2025

  RE: ID # ******** **** ********
  
  Dear Mr. ********************** you for your recent correspondence. I am writing to follow up with the concerns presented regarding Mr. ********* Pella windows.
  
  I have contacted the local management team at Pella Windows & Doors of ****** and ***********. They have clarified that their purchasing customer is a business called CMC Windows and Doors, and that Mr. ******** is the customer of CMC Windows and Doors. The screens which originally arrived incorrectly was due to the sales team at CMC Windows and Doors requesting half screens instead of full screens. The team at Pella Windows & Doors of ****** and *********** then placed a reorder for the correct replacement screens. It is my understanding that the shipping discrepancy of missing screens was not reported within the required timeframe (reporting within 3 days after delivery), so the request to provide additional screens at no-charge was declined.
  
  That said, I did forward Mr. ********* concerns to the local team. I have been advised that Pella Windows & Doors of ****** and *********** is prepared to offer to reorder two screens, which had been reported missing, at no-charge to the customer as a one-time goodwill gesture. However, for Mr. ********* awareness, the shipping discrepancy reporting policy (reporting damages or missing items within 3 days after delivery) will be followed in the future, so we do recommend that future packages be inspected promptly upon delivery to allow time for reporting any concerns within the allowable timeframe.
  
  Either Pella Windows & Doors of ****** and *********** or Mr. ********* point of purchase, CMC Windows and Doors, will be in contact with him directly to provide an update once the screens are ordered and an ETA for delivery is available.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service of Pella products in Mr. ********* area is provided by Pella Windows & Doors of ****** and ***********. This location is responsible for addressing all sales and installation concerns generated by their team and/or warranty related concerns for their customers. This includes all parts ordering, contract or term discussions, and/or appointment scheduling.
  
  Should Mr. ******** have any further questions or concerns, we encourage him to continue working with CMC Windows and Doors or Pella Windows & Doors of ****** and *********** directly, as they are in the best position to assist with project completion.
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Pella to replace 18 windows and the back door of my house. This was to be full-frame replacement (not insert replacement), meaning all window structures and trim would be replaced. The local branch is Pella *************** of ****************. Installation began August 26, 2024. I knew something didn't look right the first day. I asked the salesperson to come by. On the second day both the salesperson and head installer insisted they were doing a full frame replacement and they continued the work. I verified this was not full frame replacement by having another person familiar with window replacement come by one evening during installation. The installers removed the vinyl replacement windows, but not the original window frames or exterior trim. The local branch later confirmed it was not full frame replacement. In addition to being the wrong type of window installation, the wood of numerous windows is scratched, there are caulking problems on the metal wrapping over the old exterior trim, and the siding of my house was broken in two place without telling me. On the inside of my home, stain splatters were on walls, the wood floor, and furniture. Caulk was on the back of my leather couch.The back door installation was done very poorly. It had a sizable gap, bizarrely smeared caulk, an upside down lock, and numerous other problems.I submitted extensive documentation to Pella Corporate on September 6, 2024. I stated that I am asking for a refund and will be hiring another company to start over and replace the windows again.I paid half of the $38,730 cost prior to work beginning. I have not paid the other half. The local branch has offered to have a different installation crew come to my house, but after the way I was treated that is not an acceptable solution. I want a refund so that I can pay another company to do a proper window replacement. I have already replaced the door.Further documentation at ***********************************************

  Business response

  01/06/2025

  RE:ID # #******** ******* ********
  
  Dear *************************** you for your recent correspondence. I am writing to follow up with the concerns presented regarding Ms. ********* sales and installation experience.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service of Pella products in her area is provided by Pella Windows & Doors of **********,**. This location is responsible for addressing all sales and installation concerns generated by their team and/or warranty related concerns for their customers.
  
  ********************** is not a party to the purchase contract that Ms. ******** entered with Pella Windows & Doors of **********, **.
  
  I have contacted the local sales team and learned that they have been in direct contact with Ms. ******** and are close to reaching a final resolution to share with her. Should Ms. ******** have any further questions or concerns, we encourage her to continue communicating with the local team as they are in the best position to assist her. They can be reached by calling **************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ***** *******
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  12/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have issues with Pella standing behind its so called name, quality and product. After several attempts of calling, emails and going to actual store no response and given a run around. I cannot believe this for all the money we paid for these windows. I am completely dissatisfied, disappointed and disgusted with the product, customer service and overall experience. This is regarding the incident report 241014-003399 that still has not been addressed nor resolved. Basically the agent still has not responded since 11-11-2024.

  Business response

  01/10/2025

  RE: ID #******** ******* *******
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that Ms. ******* has presented regarding her service experience.
  
  As you may know, Pella Corporation supports the products we manufacture with a written warranty which provides coverage for labor for the first two-years from the date of purchase. When the two-year labor warranty for your product has expired, all associated labor fees would be chargeable. This is a separate warranty from the product and materials defect warranty terms.
  
  An internal review of the available data reveals the West ******** service team offered to set up a diagnostic inspection visit which the Sanchezs declined when they learned the diagnostic visit would be chargeable due to the expired status of the 2-Year Labor Warranty terms.
  
  I have asked the local business if they would waive the applicable diagnostic service trip fee as a one-time goodwill consideration in order for a service technician to properly identify the Pella products in question. This would include an inspection of the sliding door operation, as this information is necessary to allow the service team to confirm what the service issue(s) are, as well as determine the appropriate course of action to resolve anything they identify. 
  
  Ms. ******* may contact the West ******** service team directly at  contact the local distributor ************ to discuss the next steps for scheduling a diagnostic service visit. Her service incident number is 241014-003399. 
  
  Sincerely,
   
  ***** *******
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer response

  01/11/2025

   
  Complaint: 22728766
  
  I am rejecting this response because:
  The service complaint was made within one year but the service man never returned to finish the job. This corporation is a fraud and it takes months to get a response of any. They want to charge me for a product they dont stand behind. It is false advertisement and bad business. Look at the emails from months ago. It takes months to get any response. The guy came out and told us these windows are life time guaranteed and he was going to come back with the pieces the windows are missing when he was going to fix the sliding door. The house is a brand new construction we moved in August 2022. How could brand new windows and patio door not open properly???? All the windows he adjusted manually but could not fix the patio door at the time which is a fire hazard because it never slides open easily. This is disgusting and horrible business. Everyone should know about this company. My goal is to bring it to corporate level and everyones attention. Never buy from Pella! **************** representatives lie and are rude. The house is a brand new construction with these horrible windows in it from day 1 way before a 2 year warranty. They are not standing behind the product, service and warranty. The service guy never returned and they should be investigating that. 
  Sincerely,
  
  ******* *******

  Business response

  01/16/2025

  January 16, 2025
  
  **** ********
  Better Business Bureau
  ******************
  ********************
  
  RE: ID #******** ******* *******
  
  Dear Mr. ********************** you for your follow-up email notifying Pella Corporation of  Ms. ******** rejection of Pella Corporations January 10, 2025 response.
  
  I contacted the West ******** service team to request clarification of all past service efforts. They confirmed that their service records indicated prior service to the sliding door was completed. They provided further direction that the original property was one (1) lot that was eventually split into two (2) lots, so it is possible that created confusion as to which home was serviced.
  
  The West ******** team spoke with Mr. ******* on January 15, 2025, and offered to waive the cost to inspect their sliding patio door as a goodwill consideration, in addition to providing jamb plugs at no cost. The window sash lifts will be quoted to the ******* and delivered to them so they may install them. ********************* also agreed to identify the paint code for the customers products and provide it to them when the inspection date is scheduled.
  
  The customer may contact the West ******** service team directly at ************ if they have any additional questions or concerns before scheduling of diagnostic service visit. The service incident number is 241014-003399.
  
  Sincerely,
  
  ***** *******
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed complaint with Pella , incident #******-000045; sent letter Aug13 2024 to Pella Legal team requesting replacement of window unit under their 20 year warranty. I demanded arbitration. Never heard. Local Lowes store agrees with me that the unit should be replaced. Have submitted photos showing seal failure.

  Business response

  12/23/2024

  Dear *** ********************** you for your recent correspondence. I am writing to follow up with the concerns presented by *** ******* regarding his 2007 ThermaStar by Pella windows. 
  
  Upon receipt of your communication, I conducted a thorough review of all the documented service information associated with *** *******. 
  
  Insulated Glass (IG) seal failure can be confirmed to have occurred in one fixed window from the photo attachments accompanying this complaint, in addition to the same photos documented within related service events for this customer. The photos also indicate that water was sprayed from a garden hose onto the awning window, and we cannot accept that as confirmation that water intrusion has occurred as a result of performance failure of the awning window. Pella Corporation does not recognize that methodology as a reliable or accurate field test for water intrusion concerns. Any field testing performed to identify and determine a root cause of reported water intrusion must adhere to the guidelines established by the ************************************************ (****), and a garden hose does not meet their criteria. 
  
  The direction provided to *** ******* by the Syracuse distributors service team is accurate in that IG seal failure is resolved by replacing the glass of the affected window, not by replacing the entire unit with a full replacement window. It is unfortunate that the Lowes store representative(s) provided a different service resolution assessment, but it is important to note that ***** sells a variety of products from various manufacturers, not just Pella Corporation, and are not considered service experts of Pella products. The service experts in the field are the Pella distributor teams, such as Pella Windows & Doors of ****************, located in *************, *** 
  
  On July 24, 2024, the **************** team emailed *** ******* a confirmation for a service visit to occur on August 14, 2024, to diagnose water intrusion. *** ******* replied the same day requesting that service be cancelled. It was later documented that ***  ******* provided direction that water intrusion between sash and frame was due to a wrong size sash installed in the frame, which cannot be corroborated without a diagnostic inspection being performed by the local service technicians who are trained to make such assessments.  
  
  Pella Corporations recommendation is that a service visit be scheduled for the Syracuse team to diagnose the reported water intrusion of the awning window, which would allow them to also determine if the existing sash is correctly sized. Once that visit is completed, their service team would be able to provide a remediation plan to re-glaze the fixed upper window and address any potential issues that were identified for the awning window during the diagnostic inspection. 
  
  Please understand that full unit replacements would not be supported to resolve either IG seal failure or an incorrectly sized awning sash. 
  
  Regarding the statement of *** ******* demand for arbitration, Arbitration is an action that must be initiated by a consumer. If *** ******* wishes to file Arbitration, he would need to research how to file an Arbitration request, and then file it through the proper channels. That is not something the Syracuse distributor or Pella Corporation is able to assist with. 
  
  Should *** ******* have any outstanding concerns or questions, we encourage him to continue communications with the ******** team as they are in the best position to assist him. They can be reached by calling **************.
  
  Thank you for the opportunity to review this matter. 
  
  Sincerely,
   
  ***** *******
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer response

  12/23/2024

   
  Complaint: 22698494
  
  I am rejecting this response because

  the Pella factory welded the fixed pane and the awning unit into a single unit. There is no way to un-weld the two units . If this is not true, then communicate to me how this is done without destroying the awning unit in the process. Seems to me that once Pella welded the two units into a single unit, that unit should be replaced under the 20 year warranty. Please explain your position as to how I am to fix this failure or to replace the unit. 
  
  Sincerely,
  
  ******* *******

  Business response

  01/06/2025

  Dear *** ********: 

  Thank you for your additional correspondence. 

  Our response to *** ******** original complaint received on 12/17/2024 was posted on 12/23/2024. On 12/26/2024 we received the rejection notice. I am currently working with our design engineering team to craft an appropriate response that will provide *** ******* with a better understanding of factory mulled combination units. 

  While many of Pella Corporation's engineering staff was out of office due to the holiday season, I appreciate your patience in this matter. 

  Sincerely, 
  
  ***** *******
  Customer Experience
  Case Management Specialist
  Pella Corporation 

  Business response

  01/16/2025

  See attached response

  Customer response

  01/17/2025

   
  Complaint: 22698494
  
  I am rejecting this response because: the suggestion was to call Pella.

  I did CALL Pella and talked to **** in the Pella **************** **** remembered the case. **** explained that he COULD provide the double pane insert that fits inside the Pella frame and I accepted that offer.  So, I consider the case closed successfully.

  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had all our windows and sliding glass doors replace by Pella window and Door our cost around $32,000.00. Purchased extend warranty. about ******************************************************* and floor was soaked and wall below window the sheetrock was soaked. Called Pella and they had an appointment, and tech didn't arrive in the time they promised. They had to reschedule and after hurricane ******, they made it out. Tech did write up a report stating their window caused the damage to our house. They will order a window. I have sent about seven emails to the ************** to see what they were going to do for our damage to our house. All emails were ignored expect a ******* ***** a Retail Project Coordinator replied back someone will get a back to shortly. No one ever did. I called asking for the manager and once they asked for my name, they said she was busy and will call me back. She never did. This has been going on since September. I have over $10,000.00 in damages and sent them all the reports and a leak detection company stating the faulty window caused this. I called again and ask for the manager ******* again they placed me on hold for over 20 minutes. She finally came on and she mention she did see all the emails but had no explanation on why she never replied back. She said it is policy not for them to help with the damage. I asked her to email me that information and to this day she has not. Now I have been calling the office and asking for the general manager ******, and he will not take my calls or answer any of my emails. Pella tech states on his report that this damage was caused by their window. The new window arrived but the install date changed 3 different times. Lack of customer service is shocking and very unprofessional from the **************. The need to repair out house that has mold in it.

  Business response

  12/23/2024

  RE: ID # ******** **** *******
  
  Dear Mr. ********************** you for your recent correspondence. I am writing to follow up with the concerns that were presented by Mr. ******* regarding damage to his Pella window and his installation experience.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service of Pella products in Mr. ******** area is provided by Pella Windows & Doors of ******** This location is responsible for addressing all sales and installation concerns generated by their team and/or warranty related concerns for their customers. Additionally, ********************** does not provide installation services, or warrant said installation services. 
  
  Upon receipt of your communication, I contacted the local management team. Ms. ******* *******, Customer Support Supervisor with ********************** Windows & Doors of *******, advised me that Mr. ******** window was replaced on Monday, December 16th and that her team has spoken about this matter in length with Mr. ******** It is my understanding that Mr. ******* has been advised that the warranty does not support coverage (reimbursement or repairs) for concerns caused by product failure or improper installation. 
  
  The published warranty states: IN NO EVENT (INCLUDING WHERE NO ACTION IS REQUIRED OF PELLA UNDER THIS LIMITED WARRANTY) SHALL PELLA, ITS SUBSIDIARIES OR SELLER BE LIABLE FOR ANY INCIDENTAL, CONSEQUENTIAL OR SPECIAL DAMAGES RESULTING FROM  THE ***** INSTALLATION OR USE OF ANY PELLA PRODUCT. As such, it was recommended by the local team that Mr. ******* seek assistance through his homeowners insurance. 
  
  We support the recommendation that Mr. ******* proceed with seeking support for his current concerns through his homeowners insurance. Should he have any further questions or needs for product-related assistance, Mr. ******* is welcome to reach out to the local team by calling ***************
  
  Thank you for the opportunity to review this matter. 
  
  Sincerely,
   
  ****** ******
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer response

  12/26/2024

   
  Complaint: 22693846
  
  I am rejecting this response because: This started in September, and I sent over 7 emails, and ******* would never respond to any of them. I called over 5 time and ask for the manager to call me back never happened. I did call and told the office I want to talk to the manager and will wait since they will never get back to me. I was on hold for over 20 minutes and ******* finally answered and never identified who she was, and I had to ask who I'm speaking with, she did say she is the manager. I asked why she never answered any of my emails or returned any of my calls concerning the issue we have. She wouldn't answer that. She said she would call me back in two days to follow up. Two days came and she never called me back.  I called at end of day and again told the office I will wait until she picks up. ******* came on and said they will not fix the damage caused by their window to our house she, states it is policy. I asked her to email me that policy please. Two days later I email her and the team back I haven't seen the policy please send it. Never happen. my email again ignored. Terrible customer service from a manager. Still have not seen it.

  Window was replaced on the 16th First ******* told me it will happen the week of the 9th. She never got back to me, I had to call see when the window was going to be installed. The installer came out and installed the window. He wrote up a report first window was installed wrong, and this is why the damage happened.  ****** the acting GM finally called me, and he is sending out the head of install ******* to assess the damage even though I have sent in several times from a licensed contractor the cost on what it will take to repair the damage. Now this is going on 4 months. I shouldn't have to claim this on my home insurance. The install was not done correctly. They should use their insurance to cover this. Overall, this could have been resolved back in September if ******* would of reponed instead of ignoring all my attempt to have this resolved. Extremely poor follow up from a manager on customer service concern.  Our home is still not repaired. I had to seal the room off because of the mold! So, this is why I rejecting their response back! 

  
  Sincerely,
  
  **** *******

  Business response

  12/31/2024

  December 31, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** **** *******
  
  Dear Mr. ********************** you for your additional email. I am writing as a follow up to Mr. ******** rejection response.
  
  Pella Corporation's position remains unchanged from the response previously provided on December 23, 2024.
  
  As stated in the response dated December 23, 2024, Pella Corporation does not provide installation services, or warrant said installation services, as we are only the manufacturer of the product. We are not in a position to mediate disputes regarding an installation contract,including any claims of damages that may, or may not, have resulted from the installation process, as we were not a party to the installation contract or process. 
  
  Any further discussion around the topic of installation or potentially associated damages will need to be held directly between the customer and his point of purchase, PWD-******** Respectfully, this is Pella's Corporation's final response to this specific customer complaint. 
  
  Thank you for the opportunity to address this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought new windows from Pella. They showed up with lots of defects. I have been trying to get them to write this wrong for over a year and a half and I've gotten nowhere. I have a lot of information to send about this. There's not enough characters remaining for me to write everything to explain my case properly. I have dozens of supporting emails to explain properly my case. Essentially, the windows that were sent to me are full of defects in the frames in the windows in all aspects of them scratches inside the windows fluffs inside the windows, air bubbles, scratches on the frames, debris inside the frames overspray things that cannot be fixed. I have been demanding a refund or a replacement for a while and I have gotten nowhere I should have right away. Contacted my credit card company and got them to dispute it but I thought Pella would take care of this in good faith. I am now stuck with 30 Windows spread out between my driveway and my mudroom that they sent here to replace but did not send the frames for them to also be replaced with. The windows are now covered in snow. I've been trying to get a hold of them for 2 months to sort out what's happening. They've done nothing but give me the runaround. They are doing everything in their power not to replace the frames on my windows which I do not understand. My frames have issues as well. They have accepted my window panes and the sashes have issues but refuse to fix the frames. It makes no sense whatsoever. I spent over ****** on new windows. I expected to get Windows in good standing order. Every single window I received has issues with the frames with the glass and with at least one of the screens inside.

  Business response

  12/13/2024

  December 13, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ***** ***** BBB Complaint #********
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that Mr. ***** has presented regarding his recent window purchase and his request for a refund.
  
  Pella Corporation and Pella Windows & Doors of ******* continually strive to provide superior customer service. We very much regret to learn of the difficulties Mr. ***** has experienced with his order, and we sincerely apologize for the frustration this has caused.
  
  Upon receipt of your email, I contacted the local management team. ************** Order Fulfilment and Facilities Manager, advised that they have communicated with the customer on November 27th and December 3rd to provide a resolution plan. 
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores.  The sale and service for Pella products in Mr. ***** area is provided by Pella Windows & Doors of *******. This location is responsible for addressing all sales, installation, service concerns generated by their team, and warranty-related concerns for their customers. ********************** will support whatever decision is made by Pella Windows & Doors of ******* as it is their right to decide if a compensation request is granted or not, and it is their right to determine the most appropriate resolution plan. 
  
  If the customer has any further questions or concerns, we encourage him to continue communications with the local team, as they are in the best position to assist. They can be reached directly by calling ************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** *******
  Customer *********************************** Specialist
  Pella Corporation
  

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am extremely upset and disheartened by the treatment I have received from the representatives of this company. I signed a contract for a new door, only to later discover that I was being charged $6,300 for a standard-sized doorsmaller than the size I actually need. This issue only came to light after a representative was sent out to measure the door.Within 24 hours of signing the contract, I stated my intent to cancel and sent an email to the appropriate parties listed on the contract for cancellations. I also reached out to the representative who sold me the door to inform him of my decision to cancel. His only response was ok. When I requested his managers contact information, he repeatedly ignored me until I sent multiple messages. Eventually, a managerwhose name I believe is Mattcalled me once, but I was unable to answer as I was at work. When my husband and I tried calling him back, he never returned the call. The representative I worked with was ***** ***. I followed up with another message expressing how disgraceful their behavior was, yet I still have not received a response about when my refund will be issued. The deposit was $3,195, and now I am left having to dispute the charge through **** while also dealing with Pellas lack of response. I even called Pella directly, but they offered no help and no clear direction on what steps I could take.

  Business response

  11/22/2024

  November 22, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** *** *****
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that Ms. ***** has presented regarding her sales experience and request to cancel her sales contract.
  
  Upon receipt of your email, I contacted the local management team. Mr. ***** ***********, Customer Support Manager at PWD-**/*********, informed me that they are refunding Ms. ***** deposit and finalizing the cancellation of her ******** is my understanding that Mr. ******* ********, Retail Sales Manager, will call Ms. ***** before the end of the day today, Friday, November 22nd,to provide confirmation and address any other questions she may have.
  
  If the customer has any additional questions or concerns, the local sales team may be reached at ************.
  
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  11/22/2024

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

• Initial Complaint

  11/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've had issues from the start. That's been over a year now. The lead installer got to my house, and he spoke zero English, so he had to call his helper to translate for me until he got there in person. They didn't install the door properly. Immediately started having issues, I finally got someone out to come fix it after I got a hold of a manager there. I took a bunch of pictures of the issues. They had to redo the trim (that the installer lost the day of installation) because the caulking looked like c*** The guys that they sent out to redo trim and put the door back in square. They showed up over an hour later than what they said, and I had no idea what they were there to do. The lead guy there was extremely rude and is not welcome on my property ever again. My door still won't latch, and if I want the door to stay closed, I have to lock the top lock so my dog doesn't get out. They can't give me a timeline on when someone will be out to fix it until 2 days before the "scheduled date," which doesn't work when you plan your week out the week before. I have already told people not to go with Pella, spend the extra cash, and go with a different company or figure out how to do it yourself. It's got to be easier, and the chances are you will at least get the door in square. I'll add an update if they manage to actually fix the door. Which is allegedly 9/19/24.9/19/24Service gut came out, fixed the striker plate, and he said that he'd order new ones. But it didn't fix or even look at the caulking.10/11/24Brady came out, replaced the striker plates, and confirmed that there was no caulking on the trim on the door. He said that he would send the issues that I've had up the chain and get the caulking done.10/21/24I have heard nothing from them since ***** left.11/8/24Texted my sales **** he called a manager, who called me, had very little info, said he'd call me on Monday. Nothing still. And my door is still having problems.

  Business response

  11/21/2024

  November 21, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** ****** ******
  
  Dear Mr. ********************** you for your recent correspondence. I am writing to follow up with the concerns presented regarding ****************** brand entry door.
  
  As a gesture of goodwill, I forwarded Ms. ******* communication to the local team to make them aware of her concerns. Ms. ***** *******, Replacement Operations Supervisor with Pella Windows and Doors, advised that the customer was ********* was informed in April 2024 and September 2024 that the concerns she is experiencing is most likely related to her house foundation, and that no product defect was found upon inspection. Ms. ******* also advised that their business documented photos of the caulking and casing around the door both on April 1, 2024, and again October 11, 2024. It is my understanding that these images illustrate that the casing has been separated from the wall since April,which is also indicative of foundational movement or settling. Ms. ******* advised that the home would continue to shift, causing the door to need seasonal adjustments, until the foundation is corrected.
  
  As Ms. ****** may be aware, the ****** brand is not manufactured by Pella Corporation, and Pella Corporation was not a party to her purchase contract with Pella Windows and Doors for her ProVia door. As an independently owned and operated business, Pella Windows and Doors is responsible for addressing all sales and installation related concerns generated by their team and/or warranty related concerns for their customers. As such, ********************** is unable to mediate Ms. ******* dispute regarding the diagnostic determinations made by the local team.
  
  Should Ms. ****** have any further questions or concerns regarding her ****** brand entry door, we strongly encourage her to continue communications with the local branch as they are in the best position to assist her. They can be reached by calling **************.
  
  Respectfully,this will be Pella Corporations final response regarding this specific ProVia door matter.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

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