Complaints

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased new double hung windows from Pella Window ******* in two separate orders. The first was 1/4/21 and the second was 6/7/21. The purchase price for the first order was$43,120.15 and the second order was for $12,753.52. The windows for the first order were installed on 6/11/21 and second order was installed on 11/29/21. The first order had incorrect and non-fitting screens that had to be removed. The second order did not have screens. Several emails the the general manager *********************** were sent which he eventually stopped responding to. The total amount of screens is 24 with an estimated price of $500 each due to them being full screens and upgrade to the Inview invisible screens. They have scheduled and cancelled installation 8 total times of the screens causing substantial time loss due to having to be on the premise during the installation window of 8 hours. An acquaintance of mine purchases the exact same windows through a local contractor well after my order and received his windows and screens. Not being able to open our windows is causing us to run our A/C unnecessarily and is unsafe because we have children and pets. Please help resolve this situation.

  Business response

  03/18/2022

  RE: ******************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent email dated March 8, 2022.  We appreciate the opportunity to address **************** concerns. 
   
  Upon receipt of your email, I contacted the local management team. Mr. ************************** the Senior Operations Manager for Pella Windows and Doors of *******, acknowledged that they are experiencing delays on receiving product. He regrets the frustration this has caused.
  
  Should ************** have any further questions, he is welcome to contact the project coordination team at ************ anytime to receive updates on the open items for his project. 
   
  If you have any further questions, please let me know. 
   
  Thank you for reviewing this information.
  
  Sincerely,
   
  *****************************
  Customer ************************** Specialist
  Pella Corporation
  
  

  Customer response

  03/25/2022

   
  Complaint: 16855264
  
  I am rejecting this response because:

  I contacted the customer service department at the number supplied and spoke to ***************** on 3/21/22.  She said she would contact the people who were overseeing the contract and get back to me.  I didn't hear a response by 3/25/22, so I called back and she said she didn't get any response from the people overseeing the contract and transferred me to them.  I left a voice mail and didn't hear back from them either. It is unacceptable not to follow up on a complaint about not fulfilling your side of the contract.  Delays due to supply chain issues are understandable, but not a 14 month delay when I know of others who have the exact same windows, Pella Defender series, and have received their screens in a much shorter time frame.  
  
  Sincerely,
  
  *******************

  Business response

  03/28/2022

  RE:******************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your additional email. I am writing again to address **************** additional concerns with the delay in the screens for his Pella Defender Series double-hung windows.
  
  I contacted the local management team. Mr. *************************,the Senior Operations Manager for Pella Windows and Doors of *******, indicated that he had called *********************. I understand that the manufacturing plant was working on building the screens for this order on March 25, 2022. Upon receipt **************** indicated that his team would contact the customer and arrange for installation.
  
  If ************** has any additional questions or concerns,the local coordination team may be reached at ************.
  
  Thank you for allowing to look into this further.
  
  Sincerely,
  
  *****************************
  Customer ************************** Specialist
  Pella Corporation
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 1st, 2021 purchased a custom 8ft entry door. Paid $12,099.65 for the door. Entry Door was installed on October 4th 2021. In early December 2021, we had contacted the service department in ******** ** as the door warped at the top and was not closing correctly. A service man came out and confirmed the door was warped and needed to be replaced. At that time, the service man explained that he would put in for a replacement door ASAP and that it would most likely ***********-8 weeks or less. Surprisingly, we were contacted in January 2022 via email stating the door was going to be installed on January 4th 2022 between **** pm. After staying home all day, no one from Pella arrived by 2pm to install the new door, so we called and were told the appointment was canceled as they did not have the door yet. Again, no one called to tell us the appointment had been canceled. We have contacted the customer service department in ******** ** a total of 6 times since January 4th and were told each time that a manager would get back to us. No one has contacted us or returned our calls. We are concerned and frustrated at the fact that we are being ignored by Pella. No one seems to have an answer for us as to when the door will be replaced. This is unacceptable. Pella sold us a defective door and according to their warranty, they are supposed to replaced the door. Order # is 724JCW9ML (1/31/21)customer acct # **********. ********************** Sales Person *****************. Our Address where door was installed : *****************************************************************.

  Business response

  03/08/2022

  RE:********************* BBB ID#********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns **************** has presented regarding the lack of response from the local team for his ******************* Entry Door.
  
  We regret to learn of the difficulties the customer encountered with your order ********* and apologize for the frustration this has caused.
  
  Upon receipt of your letter, I reviewed the information in our Data Collection System. While we understand the customers concerns, Pella Windows & Doors of ********, ** is an independently operated store. As such they are responsible for addressing all installation related concerns that are generated by their team as well as any service needs.
  
  If **************** should have any additional questions or concerns, the local service team may be reached at ************. Please reference event number 211118-003581.
  
  Thank you for providing us this opportunity to look into this matter.
  
  Sincerely,
  
  *****************************
  Customer ************************** Specialist
  Pella Corporation

  Customer response

  03/09/2022

   
  Complaint: 16849218
  
  I am rejecting this response because:

  As a **************** this response is unacceptable. One of your "showrooms" is not responding to customers and destroying the Pella name.  You should be VERY concerned with their business practices. I have called the ******** ** location 11 times since December regarding this issue. I have called 3 times this week alone, and every time I'm told "someone will get back to you". That NEVER happens!! This is leading me to believe there is an issue with your warranty promise. How hard is it for your company to look up the order and give me an estimated replacement date?????  As a Pella representative, is this acceptable to you???? Maybe you should see the attached paperwork I received with my order. If you are not liable in IOWA, then ******** **  should not have included this paperwork of the "Pella Story" with my contract. Sure looks like you are responsible from my end. I worked for a Fortune 500 company "****************" for over 23 years . ****************s are the ones that make things happen and resolve issues when locations drop the ball on their customers. Apparently, this is not what happens at Pella Corporate in Iowa. Shame on Pella !! I will NEVER recommend this company to anyone.! Time for the **************** to step up and do their job! Resolve my issue!  I will be writing reviews on ******* Yelp as well.

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

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am opening a complaint against Pella Windows. First, let me state that we have replaced all of our 21 windows, 2 French doors, 2 sliding doors and one entrance door with side windows with Pella Windows over the past 20 years at various times because of their previous reputation.So far, we have had to replace the exterior portion of two windows due to faulty seals on the bottom sashes at our expense. They were reasonably priced. ************************* of Pella Windows handled the case and was wonderful. They are the windows that have wood inserts plus blinds plus and an interior window that are all detachable. We now have two additional windows that the bottom sashes sections are rotting and falling out with the danger of falling glass from our 2nd story.This is also true of the sliding doors and the French doors. The outside of the doors have faulty seals on the stationary section of the French doors and the sliding doors. The bottom of the doors each have water stains coming through to the inside of the doors which is beginning to rot and will need to be replaced. We have already had to replace sliding portion of the basement door due to their faulty seals.Their solution for this ongoing problem is that they no longer replace just the exterior portion of the windows and that we should replace the entire windows and doors. They have an extremely cavalier attitude. I really expected more from Pella Windows. Their advertisements don&#**;t equate to their follow-up after the sale.This is an expense that I should not have to bear since the faulty bottom sashes seem to be an ongoing problem with Pella Windows.

  Business response

  03/03/2022

  RE:********************************* BBB #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns ******************** presented regarding replacement products.
  
  Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the difficulties the customer encountered with her order and apologize for the frustration this has caused.
  
  Pella products purchased between October **** and February 9, 2017 carry the following warranty coverage: ********************** material and workmanship;20 year warranty for premature failure of the glass seal; and labor charges for service are covered for the first two years from the date of purchase.  When the warranty has expired all replacement parts and labor would be chargeable.
  
  While we understand your claimants frustration, for a claim to be covered, it must be reported within the terms of the warranty.
  
  Thank you for reviewing this information.
  
  Sincerely,
  
  *****************************
  Customer ************************** Specialist
  Pella Corporation

• Initial Complaint

  02/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered Pella windows through my local Lowes on 12/1/2021, with a promised delivery date of 2/7/2022. On the 7th, I called and was informed they were to be shipped on the 8th. In a followup, I was informed they would be shipped the following week. In short, every time I contact them, the date is pushed out even further. Now I am being told it will be March 21st, which based on their previous responses I find doubtful. I paid for these windows back in January, yet I cannot get a definitive answer on when (if at all) these windows will arrive. In the meantime, I have a work crew (and inspectors) who are working around the issue, but shortly, they will be moving on to other projects - leaving me with an unfinished project, and the potential for costing me more in the end. I know the standard response will be that of material and delivery chain issues, production, etc. The problem is that there is no notice or warning of impending delays. So, daily I contact my local Lowes store, who then contacts Pella (since I cannot contact them directly).My resolution is to receive the windows! Short of that, I wish to have a Pella representative contact me directly with updates on the production. I am in limbo here, and cannot even schedule my crew. Thank you.

  Business response

  03/03/2022

  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns ************** has presented regarding the shipping delay for his 250 Series products.
   
  Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the difficulties the customer encountered with Lowes #**** order ********* and apologize for the frustration this has caused.
   
  According to our system this order shipped on March 1, 2022. We suggest ************** contact the Lowes store where the product was purchased for more information regarding the estimated delivery of the order. I have included their contact information below.
  
  *************** Store #****
  121 ********.
  *********, ** 27312
  ************
    
  Thank you for providing us this opportunity to address the customers concerns.
   
  Sincerely,
   
  *****************************
  Customer ************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a maintenance free door from Pella in ******** ** on April 7th, 2021. The door was installed Oct 4th, 2021. Immediately I knew the install was done incorrect. Most importantly the door would not open. The door was shaved off, hardware installed incorrectly, painted a maintenance free door with wrong color of paint, caulked exterior of black door with white caulk. The list goes on. I sent the home office of Pella and e-mail on Jan 1st, 2022. Pella has sent out two teams to repair the door. When the work men see the door, they tell me the frame is bent and the entire system needs to be replaced. Today, Feb 25, three men show up and tell me the same thing. Apparently the people they report to, arent listening, and Pella continues to send out people to repair the door! Our door was ordered from branch #***** in ******** **, order number ********* on April 7, 2021.

  Business response

  02/28/2022

  RE:  ************************* BBB #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns **************** has presented regarding the installation experience for her Provia entry door.
  
  We regret to learn of the difficulties the customer encountered with order ********* and apologize for the frustration this has caused.
  
  All aspects of sales, installation, and service are handled by the local team for Pella ************** As such, I reached out to the local management team. *************************** indicated that the Project Manager had reached out to the customer.  It has been determined that a new unit is needed and that has been communicated to the customer.
  
  If **************** has any additional questions or concerns,the local service team may be reached at ************.
  
  Thank you for providing us this opportunity to look into this matter.
  
   Sincerely,
  
  *****************************
  Customer ************************** Specialist
  Pella Corporation

  Customer response

  02/28/2022

   
  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,
  
  *************************

  Customer response

  05/03/2022

  Im reaching out to you regarding a complaint I filed on February 28, 2022.  Complaint number 16807145.  As I have predicted, still no resolution from Pella.  When I contacted the office in ********, **, I was told by ***** that they dont have an installation date at this time. Dealing with the company is exasperating!  How much longer do I have to wait.  My original order was April 7, 2021.  Any help would be greatly appreciated.
  Thanks!
  *************************
  
  

  Business response

  05/04/2022

  RE:  ************************* BBB #********
  
  Dear ********************:
  
  Thank you for your additional letter. I am writing again to follow up with the response **************** has supplied regarding her installation experience. 
   
  As stated in previous communication the customer will need to contact her point of purchase for information on delivery and installation. 
  
  Pella Windows and Doors of Richmond is responsible for addressing all sales, installation, or warranty related concerns for their customers.
  
  If you have any additional questions or concerns, the local sales team may be reached at ************. They are in the best position to address the customers concerns.
  
  Thank you for reviewing this information. 
  
  Sincerely,
   
  *****************************
  Customer ************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pella installed 6 windows in my house in August 2021 (4 months after the promised install date). In January 2022, I noticed a large amount of cold air coming in around 3 of those windows. Pella sent workers the third week of January 2022 to fix this problem. Air was still leaking from 2 of these windows. I called Pella the day after the fix and Pella sent a worker out yet again on February 11 to fix this problem. It still has not been fixed properly. Cold air is still coming in from around 2 of the windows.

  Business response

  02/21/2022

  Dear ********************:
  
   Thank you for your recent letter. I am writing to follow up with the concerns **************** has presented regarding the air infiltration for his Lifestyle Series products.
  
  Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the difficulties the customer encountered with order ********* and apologize for the frustration this has caused.
  
  Upon receipt of your letter, I contacted the local management team. I understand that *******************************, ***** Services Manager-***********, telephoned the customer to discuss his concern of air infiltration. **************** believes that it is not that the windows are leaking but there is air infiltration from the installation.
  
  An inspection has been scheduled and confirmed with the customer for February 23, 2022.
  
  If **************** has any additional questions or concerns,the local sales team may be reached at ************.
  
  Thank you for providing us this opportunity to look into this matter.
  
  Sincerely,
  
  *****************************
  Customer ************************** Specialist
  Pella Corporation

  Customer response

  02/25/2022

   
  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,
  
  ***************************

*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. ↩