Complaints

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2021 we moved into our new constructed home. We did not know at that time what series/type of windows were installed only that they were Pella. When the cold weather started, December, I noticed cold air flowing severely between the sashes of every window (17 of them) in my new home. Long story short. Our local Pella branch came out several times to look at the windows. We found out they were the ********************************************* *************. Each time a new person came here not knowing the story or what the previous person found. It was noted by one that cold air was coming through but nothing was done. We sought out another Pella branch in **** and they came many times to repair locks or a broken screen or sashe buy nothing done about the cold air flow. We finally had a contractor inspect them. He found so much space between sashes that a piece of paper folded 3 times fell through to outside. He wrote Pella a letter of his findings and a rep from our nearest Pella store came and said our sashes were an older version of the 150series and was in awe of why we had them installed. He said along with the other Pella store that he would get us the more updated 150series sashes as what we had was unexpectable and why the cold air was flowing in. He called us days later and said they said no. He would not say who they were. In Feb 2022 upon waking I noticed on EVERY window frost INSIDE on my windows severely. I took photos and personally went to Pella in ***************. They knew our problems there also. They were horrified to see what was happening. Nothing to this date has been done. I have pics to send to corporate as Pella had them for several months in 2 places. This is New England! These windows are unexceptable here! They are not effiecient for the north. We have been thru a lot these 3 yrs with not resolution. When we see Pella advertised in stores we say oh no not them. We have considered plastic on our windows to save on heat. DA

  

  Business response

  07/18/2024

  July 18, 2024
  
  *************************
  Better Business Bureau
  ********************************************************************************
  
  RE: ***************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the warranty concerns that ****************** has presented regarding her Pella vinyl sliding patio door.
  
  The warranty for vinyl Pella products provides the original purchaser of the product with coverage for 20 years on IG seal failure, 5 years for glass with between-the-glass blinds, a limited lifetime on the remaining components, and labor for the first two years from the date of sale.  Specific information for the limited lifetime and transferable ten-year warranty is available online at: **********************************************************
  
  Upon receipt of your email, I contacted the local management team. Mr. ****************************** the Operations Manager with Pella Windows & Doors of *************, advised that their technicians have determined ******************** concerns to be caused by improper installation.
  
  Pella Corporation does not provide installation services, or warrant said installation services, as we are only the manufacturer of the product. All installation-related concerns would need to be addressed by the business which performed the installation.
  
  If the customer has any additional questions or concerns, the local team may be reached at ************.
  
  Thank you for providing us with the opportunity to address this matter.
  
  Sincerely,
  
  ***************************
  Customer Experience
  Case ***********************************************************

  Customer response

  07/23/2024

   
  Complaint: 22005351
  
  I am rejecting this response because: My letter stated that the issue is the Pella Windows not a door!!!
  
  Sincerely,
  
  *****************************

  

  Business response

  07/24/2024

  Your purchase was made through a National Account, not ********************************************* & Doors of Southern New England. We have serviced product at your home as is our agreement with Pella Corporate. This is an installation issue as has been previously communicated. 

  Customer response

  08/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not agree with their answer as the Pella Fall River, Mass ************************, had all my complaint information including all my pictures with the frost inside on all of my windows not just a few.  And they had the letter from the contractor that inspected the windows.  They were not improperly installed.  The Bristol Town inspector was notified regarding this issue also.  The windows were properly installed and insulated.  The Seekonk, Mass Pella branch came to my house also and stated that the 150 series was a low grade window and they were old.  The 150 series have been impoved 2 years before our windows were purchased and put in.  *** at the Seekonk branch stated that he was going to make sure we received new sashes for every window.  He was quite disappointed when walking into our home and seeing what we had from Pella.  ******************** Pella branch knew quite well what wa going on here as they had been here many times and ***** many times said something should be done and he and *** from the Seekonk branch were going to talk.  This is horrible series of windows, not efficient for Northern New England weather.   I have read many of the reviews on Pella windows and many have had the same issues and worse.  Nothing has never been resolved with them.  They take no responsibility for the low class, non efficient window they produce.   I do not agree with their decision and this complaint is not closed!!!  

  

  Business response

  08/09/2024

  Your purchase was made from a National Account, not from the local Pella Distributor.

  Our obligation under our agreement with Pella is to service national Accounts when it is needed.

  Technicians did attempt to remedy the situation with a replacement sash and tension screws, although it was noted it did not resolve the issue (photo attached). It was also noted on the events that this was an installation issue (not shimmed properly). Whether it was the office or the technicians who communicated this with the customer is unclear. Although several events mention this conclusion. However, the person we were in contact with was not *****************************, but a ***********************. 

  If you have further concerns you should contact Pella Corporate directly, as you already have in the past.
  
  

   

   

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pella Windows and Doors installed two windows and a storm door for me in 2022. The storm door is leaking which results to there being pooling water underneath the inside door mat. I called Pella and made a request for service on their website. A representative from Pella asked that I call ****** Doors. I called ****** and described the problem. I was told that the door was within manufacturer's design and that I needed to apply caulking to the upper part of the door. I instructed them that the leaking was near the lower window. I was informed there was nothing they could do. Pella never responded to my online service request. My only option was to call another door vendor to have them replace the door I purchased (Pella installed). I am requesting that Pella honor their warranty and commitment to customer service by refunding me the price of the storm door. At this time, I have covered the storm door window gaskets with waterproof tape to prevent any interior damage. Very disappointed in how the sales experience compares to their disappointed in how the sales experience compares to their customer service. ********************** needs to stand behind their products!Sales Order # CF27515-3 Registration # ****C 271 ******

  

  Business response

  01/22/2023

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

  We are very sorry. It is my understanding you are already working with our local Pella service department to resolve any issues you might have. I will have ********* follow up with you on Monday. I believe your initial correspondence was with the Pella **************** which may not be aware of your situation locally.  I'm sorry for any confusion this may have caused and hope we can resolve this for you and improve your overall experience with Pella of Southern New England. Thank you. 

• Initial Complaint

  08/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We contracted with Pella to buy and install a front door. It was specified in the contract that it would be a black trim and color match on the door. What was installed on 7/6/2022 was a white trim and unpainted door. The door was not installed correctly with a visible gap at the bottom of the door and RTV smudges around the windows. We highlighted these issues with the installers. We then spent the next 2 weeks calling and emailing Pella. Finally after 2 weeks the sales associate ***** contacted us back saying there is nothing they could do and we never chose colors. This is simply untrue. Not only is it clear in the contract we signed but we had also met with a color specialist from Pella in between the sales meeting and the install. It has now been another 2 weeks since we replied to the email from the sales associate and still there has not been a phone call or email from Pella for a resolution. We are left with a 10k door that is effectively inefficient with heat and cold and does not match the rest our house.

  Customer response

  08/14/2022

  I have not heard from the business in response to my complaint. A rep from the business called us saying they were going to call to schedule someone to come see the door. After a week of them again not calling, I emailed and called again. Finally someone called back t, but they have yet to schedule someone to come see the door to resolve the issue.

  

  Business response

  01/06/2023

  We are sorry you have experienced issues with your Pella order. We are the distributor for ************, Cape Cod, and Southeastern **. You need to be in contact with the distributor that handles the Boston area, that is based in *********, **. I will pass your information to them so they can address your concerns. Regards

  Customer response

  01/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not satisfied because I have already contacted the Haverhill location and I am not sure why this complaint was sent to a different location. We have since hired a painter to finish the door at our own expense. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

*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. ↩