Complaints

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  DO NOT DO BUSINESS WITH PELLA WINDOWS!!! I wish I had seen these other reviews before I hired this company! I'm a very dissatisfied customer, where over a year from the installation date of my front door, now at the end of August 2024, I am still trying to have a bad installation corrected that I reported as soon as the installation was completed in June of 2023. Pella representatives have come to my house and looked at the cupped threshold they installed at the entry to my home 5 or 6 times, but have yet to do anything to correct the problem, or even communicate a plan to me about fixing the damage that they have done to my house. After spending over $25,000 to have my front door replaced, this was not at all what I expected, and I am now at the point where my phone calls are not being returned. I really wish I had used another company to help me, as I thought that the Pella brand was a reputable contractor that would provide a quality level of service and workmanship. This has not been the case for me at all, and I would caution anyone about doing business with this company. Every time it rains the entry to my house fills with water, and after a year of trying to work with this business to fix the issue that they created there is no plan in place to cure the problem DO NOT DO BUSINESS WITH PELLA WINDOWS

  

  Business response

  09/03/2024

  Hello,

   

  Our Install Manager spoke with the Customer, ****, on August 29th to let him know that we are working to locate the oak board that was installed under his door. They have informed to keep him update on this progress and are working diligently to rectify the issue.

   

  Thank you. 

  Customer response

  09/04/2024

   I am rejecting this response because:  I have spoken with this company exactly 30 times about this issue over the last year, where the fact that they spoken with me again on 8/29/24 does not put me any closer to a solution than I was when I spoke to this company the first time about this issue 14 months ago.  There is still no plan in place for the company to fix the problem.  No repair appointments have been made; no expectations have been set about the time the company will need to fix the issue, no follow-up dates have been set to review the problem.  After ******************************************************** this company, and at this point I am not willing to accept anything other than the repair being completed before I will be willing to resolve this complaint, other than being offered a refund so I can hire another company to fix the problem that this company seems to be unwilling or unable to fix.  This company has been aware of this issue for over a year and done nothing to fix the problem despite my persistent efforts to have the problem addressed.  Indicating to the BBB that they "are working diligently" on fixing the bad installation of my front door does not change anything for me, or the experience that I have had in trying to work with this company, as this is what I have been told many times, without any progress toward a solution.
  
  
  

  

  Business response

  09/17/2024

  Our Installation Supervisor has advised that they have already been in contact with the customer, have ordered his trim, and are working to resolve this issue with him. 

  Customer response

  09/23/2024

   I am rejecting this response because:  The door still has not been repaired, and no appointments have been made to have the repair completed.  I was told 6 days ago (after 14 months) that a board was finally ordered and that it would take 2 to 5 days to be received.  I have not heard anything since, but I am hopeful that an appointment to repair the door can be made this week.  I am responding in this way to keep the complaint open until the repair has been completed, as I am hopeful that the process is finally moving forward.
  
  
  

  

  Business response

  09/25/2024

  We anticipate the customer will have his concerns addressed and repaired asap, based on the current communication. Thank you. If there are any other issues, please reach out. 

  Customer response

  10/01/2024

   I am rejecting this response because:  It has been over a month since I originally filed my complaint with the Better Business Bureau, and the company still has not even made an effort to schedule an appointment to fix my door that was improperly installed over 14 months ago.  I have been trying to get my door repaired for well over a year!  I was told on September 13th that a board was finally ordered, and that it would take 2-5 days to be received, and that when it was delivered that an appointment would be made to fix the door, but that was almost 3 weeks ago, and I have not heard anything since.  Now, on October 1st, I am rejecting this response, as per the email from the BBB, that if I do not respond within 6 days from the last email that the complaint will be automatically favorably resolved, however this should not be the case, as weeks and weeks continue to go by without any resolution.  I am ready to take the company to court to get a judgement to have the repair completed by another company.  This is what I will be doing if my is not resolved in the next 10 days.  I have made literally dozens of phone calls, complained to multiple layers of management, and even involved the BBB for over a month with no resolution.  The next step for me is to involve the legal process, which I probably should have done a long time ago.
  
  
  

  

  Business response

  10/10/2024

  Hello. Our install tech has already been out to the home and completed all of the trim work that was a point of issue. The tech did report that we needed to order new grids for the customers transom ********************, which we are working to do. 

  Customer response

  10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2024 we paid over $80,000 for window replacement. *The sales rep and his supervisor guaranteed an exterior installation due to my husband's lung condition. *We were guaranteed there would be no mess and that our custom window trim would not be removed and our sheet rock would not be damaged. *We were guaranteed that the installation crew were certified and trained Pella installers that would install 4-5 windows a day. *We were guaranteed that a Pella representative would walk us through the process and be with us every step of the way. *We were guaranteed they would respect and take care of our property and belongings. But INSTEAD, all of this was a lie! *A "smash and dash" crew was sent to our house in March and they ripped out 9 windows within the first hour before I could go in the house to see what was going on! *they destroyed our custom molding, installed a large window without shims, screws, foam insulation or moisture repellant tape. *they did not cover any of our belongings or protect the floors/rugs. Sheet rock dust EVERYWHERE!!!*Windows installed with over 1" tolerance. (Was supposed to be custom/ brick to brick)*Windows not centered. *Windows ordered over 2" too small.*Husband has been displaced out of his home for 4 months due to sheet rock dust. *Crews drop in to work here and there over a 4 month period making it impossible to plan ******, can't have anyone over because home is destroyed with plastic drapes now over everything and hanging from the ceilings...*Treated like we are to blame and ghosted by Pella support teams.4 months later now and they have finally installed the last window and are working to replace the window trim that they did not have permission to remove to begin with! And we just got word Pella is taking back their commitment to pay a painter to fill and paint the new trim and repair the damaged sheet rock! Do not do business with Pella of the Carolinas out of ***************************!

  

  Business response

  06/27/2024

  Hello,

   

  We reimbursed ***************** $1250 to go towards the quoted estimate to have her entire house cleaned after installation began. Since then, our crews have taken extra care to ensure the house is kept in a sanitary condition. With that being said, There was a miscommunication between what our sales rep wrote in the notes and what was discussed for the job about re-using existing casing. At times, we will try to use the existing casing but at times, we are unable to. We we're unable to in this instance due to the miscommunication and other factors, like compatability with the new windows. Due to the sales reps ***** of not communicating what was discussed between he and **************** about the casing, we put all new trim/jamb extension/and other additions to brand new casing on the windows for ***************** that would have normally costed her around 15k-20k. We absorbed those costs to make things right. Before replacing brand new casing on all of the other windows that still had the casing on them, we discussed reimbursing her the cost of a painter. **************** sent us a quote for painting from her contractor for around $4500 to repaint the casing. After this, was when it was decided among everyone including ***************** to move forward with giving her all new casing at no cost to her, on all of the windows... not just the one that the casing was ripped off of and then unusable. 

   

  Our crew is still out there fixing everything, but ***************** has also posted many videos on ******* of her experience not including all of the information of what we have done to make things right, and she has also included photos of the job when it started as though that is how we left it, which was not the case. These videos have had some truth but have also been very misleading. We are finishing up ********************* job with the best in house install crew. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pella installed 4 awning windows in May 2023. The moulding in one of the windows has been popping out. I have tried to contact Pella at both their home office and their Fletcher showroom. The home office took down some information a few weeks back and I have heard nothing since. I have tried to call the Fletcher showroom numerous times over the past few weeks and no one answers the phone. Infact, the message I get when I call is that the company has not set up a voice mail account to receive messages.

  

  Business response

  02/09/2024

  Hello,

   

  The number for our Fletcher showroom was having issues, which is being addressed. However, our headquarters contacted Mr. ****** on Feb 7th and scheduled his repair for next week.

   

  Thank you.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Pella Carolina to install replacement windows and sliding glass doors at my home on 04/26/2023, order number *********. The cost of the overall project was $39,984.55 with 50% due at contract signing, 40% due at installation scheduling, and 10% due upon substantial completion. All payments were made and there is no outstanding balance. Payments were made on 04/26/2023 - $19,992.28, 06/07/2023 - $11,995.36, and 11/17/2023 - $7,996.91. What should have been a project of a few weeks began on 06/19/2023 and completed on 10/31/2023 due to product ordering errors made by Pella Carolina. There was a slight delay in the final payment as a result of Pella Carolina's errors and that delay was communicated to and accepted by Pella Carolina in email exchange of 11/06/2023 and 11/07/2023. Final Payment was made as agreed. A condition of Pella warranty is that serial number and model number must be provided for any repair. In the noted email exchange and as condition of final payment, Pella Carolina committed to providing the serial number, model number, and product detail of all windows and doors. These have not been provided. I have sent several emails and Pella Carolina has responded but has not sent me the information. Beyond the warranty concern, due to the Pella Carolina's errors I have been unable to confirm that all windows and doors are what was ordered. I need the detail for each window and door - serial number, model number, and product detail. Pella Carolina has acknowledged that they have this information but they have not provided it to me. My contacts at Pella Carolina have been Andy A****, Pella Carolinas Salesperson and Danielle P******, Pella Carolinas Installation Coordinator.

  

  Business response

  01/24/2024

  Hello.

  Thank you for reaching out. Our installation department supervisor has emailed over the requested information to the customer, this morning. 
  

  Thank you. 

  Customer response

  01/25/2024

   I am rejecting this response because: I have replied directly to Pella Carolinas and provided a sample of the control document that details the product that was to be installed in each door or window opening. I have requested that Pella Carolina reference each product installed to the product contracted.
  
  
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -We purchased new hurricane impact windows and doors in July 2022. -In Dec 2022 they wanted to deliver and leave the windows outside and not bringinthe house -They returned, brought the windows and doors in with NO instructions -GC followed up by phone multiple time for special instructions --GC Called Jan 2022 parts missing. -Tech came out in March 2022 and had to order parts -Slider Impact windows were installed in Jan 2022 and leaked. -April 2022 Tech came out- still leaking. -our GC FOUND a design flaw with holes in bottom of slider and corners of window frame why they were leaking. The Pella Window Technician agreed this was a new product and this was a problem. In May I called our sales rep Aaron L**** who said he would get a tech out and refused to acknowledge this was a problem -Tech came out again and still didn't fix- agreed this was a recurring issue with this product -I emailed and called Pella NC AND PELLA CORP. AFTER 2 weeks and many calls Bryan A**** from Pella NC asked me to send him pictures. he was dismissive and said there was no issue. I asked to return the sliders (only and get a refund). He refused. - I emailed Pella Corp in August 2023 with pictures and videos and details with no response - still a problem unresolved and not willing to work with us. -Sep 2023 Another Window Tech came out and said he wasn't familiar with this Impact Sliders and couldn't help us.

  

  Business response

  09/19/2023

  Hello,

  Although we empathize with Mrs. ******* concerning the water leaking into her home, Mrs. *******'s product was improperly installed by her general contractor. This resulted in what she is currently facing. Mrs. ******* states that we did not send any instructions to her GC, which is incorrect. Bryan A**** emailed her GC instructions after hearing about her concerns. Our field technician who went out to examine the product concluded that there were no product issues causing the water to leak into her home. Mrs. ******* has a warranty on her product which covers against any manufacturing defects among other things. However, she does not have an installation warranty with us, as we did not install the product for her. When Mrs. ******* was in contact with us months ago, we informed her that there is nothing further we can do to resolve her installation issue, and she will need to work with her general contractor to resolve the installation issues causing this inconvenience. 

   

  Thank you. 

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with Pella Carolina on 10/21/2020 to have all of the windows and external doors on my house replaced. The installation date was supposed to be on 1/4/2021 but Pella contacted me and rescheduled to 2/22/2021 due to the availability of materials for the project. I received a call from Brian ****** (Pella VP) requesting to come out on 2/19/2021 to confirm the measurements of the windows and doors. Brian brought a group of experts with him and they came to the conclusion all of the measurements were incorrect and all of the windows and doors had to be reordered. They also said my Andersen full-view storm door would need to be replaced to make replacing the front door easier. I agreed but wanted to make sure it was replaced with a similar product. Windows and doors were installed on 5/22/2021. However, the 2 glass window panes on the front door were not level and looked like the door was frowning. Pella agreed and ordered another door. 2nd door was delivered but this time the 2 glass window panes were not level and appeared to be "raising their brows" like they had a question. Pella agreed and reordered the door. The next one was the wrong color; the one after that had a level issue. And so this cycle of getting a door has continued 2 years, 4 months, and counting. In addition, the Pella storm door that was installed is inferior to the Andersen it replaced. On 9/1/2022, Pella installation called me to let me know the door was in and they wanted to schedule a time to install the new door. I gave them a couple of dates and never heard back from them. On 9/23/2022, Pella's Billing department contacted me requesting the balance for the project. I informed them the project was incomplete and that I would not pay the balance until the door was installed. I have not heard from Pella since.

  

  Business response

  01/24/2023

  Hello,

   

  Thank you for reaching out. We truly apologize for the inconvenience this has caused you, Mr *****. Although we have actively been working to correct the problems, it has still caused discouragement for you. We spoke with our install department and install team manager, and they provided us with the following information that follows your description.

   

  After 3 doors not being correct or meeting standards, Pella now has the 4th door panel for you. Our install department called you to setup a date to install it. They informed us that you vocalized that you didn't want the door unless your storm door could also be replaced. You expressed dissatisfaction with the quality of the Pella storm door compared to your previous Andersen storm door. Our install department informed you that they could not replace the storm door just because you didn't like it, as it is what you purchased. The conversation was left at that. Between that time and 09/23/2022, our install field manager, Jay, tried to contact you to work out getting the new panel in. They didn't hear back. 

   

  Our install manager, then moved forward with waiving your final balance due on the door, on 09/23/2022, since you have had this experience. If our accounting department called you on that day, it may have been due to that process. However, if there has been a lack of communication after the fact, we apologize! Your remaining balance due has been waived, and hopefully that can help you look to purchase another storm door that better suits your expectations, if needed. To add, we still have your corrected door panel you would like to proceed with getting that put in. Our install department can schedule our field representative to come put it in. 

   

  Please call us back at 336-299-1385 and ask the receptionist to be transferred to Matthew S. in our install department. He is our Install Department Supervisor, that can get this setup for you.

   

  Thank you and have a great day.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/27 we contracted Pella to install 10 new windows in our home for $24,207. Our project was scheduled to take a week to complete beginning 7/18. Work began at that time, but it took the team 2 weeks to install the windows due to staffing issues. After 2 weeks the team stopped abruptly without finishing the interior trim on 3 windows, 1 window's exterior trim was bent and needed corrected, and all 10 windows needed to be completely sealed around the exterior trim. The installers said someone would contact us with an update on when they could finish the job. Additionally at some point during that 2-week period Pella broke off a 9-inch section of our concrete window sill and tried to "repair" it without telling us (pictures included). Several weeks went by without any contact. I reached back out via email on 8/23, but no update was provided. I managed to get a hold of the site manager, who came out on 9/1 to reassess the project and take pictures of the remaining work and damaged window sill. He said he would get a team out within the next 2 weeks. 2 weeks went by without any contact from Pella again. I reached out directly via phone on 9/13, and felt that my project was forgotten about as they did not have a clear record of the work remaining to be completed. I was told installers would be out the following week 9/19, but they never showed up. I called Pella later in that week to inform them they said the installers were tied up with another job. We rescheduled again for the week of 10/3, but nobody showed up again. This time Pella was confused as they were apparently not informed internally that the install team could not make it, and we rescheduled for 10/11. On 10/11, Pella informed us that the trim materials were found broken in the warehouse and they could not finish that day. New materials had to be ordered and we rescheduled for a 5th time for 10/28. Since July we have consistently asked for compensation for the damaged window sill, but have not heard back.

  

  Business response

  10/13/2022

  Hello.

  We have researched this matter and found the following information: Originally when the installer went out to perform the work, they realized they were short on some of the window stops & trim. In turn, the order management team worked to get those ordered, for the customer. The customer is also waiting on a couple of window screens that were damaged in delivery, as they are very fragile. Those have also been ordered and we anticipate them to be here by the first of next month or so. Currently, the customers installer is scheduling out by about 2 weeks at a time. We wanted to wait until we have everything in (stops/trim/screens) and ensure everything was correct and undamaged before scheduling Mr. **** again. We understand the customer has been given dates that did not work out, and we wanted to avoid that. So we will schedule once everything is here. 

   

  In regard to the damage on the concrete part of their window, our install manager acknowledged this damage and apologized. He had discussed reimbursement with Mr ****, and requested Mr **** get a quote from a contractor to repair the damage. Mr **** called and gave our install manager a verbal quote he received, but Mr **** was reminded that we would need a documented quote from his contractor, for the work to move forward with any reimbursement. We are still waiting on Mr **** to produce this quote for us. 

   

  Although we understand and can empathize with Mr ****'s wait time due to factors including limited installers in the Asheville market, as well as the window stop and trim order missing pieces, we are and have taken steps to move this project forward. 

   

  One the remaining pieces for Mr ****s order come in and is checked, our team plans to contact him to schedule a finish date for his project. 

   

  Thank you.

  Customer response

  10/15/2022

   I am rejecting this response because:
  
  This is a great example of how our project has been mismanaged from the onset. Our screens were never damaged. As stated on our invoice we had ordered white screens, however, on installation day 7/18 we received two black screens. We informed Pella at that time and we were told new screens have been ordered to replace the black screens. That was July and now we have been informed in October that they have ordered the screens, but would not come in until 10/28. What happened to the order from July? We also never received enough stops/trim like Pella mentioned, but  that was also known in July during installation. We were scheduled to have an installer come out to complete the job on 10/11/22 when Pella called to inform us upon arrival at the storage they noticed the stops were damaged. Our project started 7/18 and was projected to be completed in a week- this was a major selling point to us and reason for choosing Pella. It is now October, nearly 4 months later, and on 10/11 Pella is just finding out that our materials have been damaged and need to order new ones. How is it that our project has not been followed up with regarding the material needs and their condition in order to complete the job? All materials that were needed to complete our job should have been ordered in July. What happened to that order? We have had to follow up in September after a month of silence from Pella in August and have had to repeatedly inform Pella what was needed to complete our project and reminding them yet again. 
  
  Lastly, we were asked to provide a quote which we have from Garcia S****. We were not informed nor have we received anything in writing from Pella that specifically states the type of quote needed. We were simply asked to proved a quote and we have provided that in our email correspondence with their project coordinator our project. This was also after a month of calling and following up with various companies trying to get anyone to look at the damage and provide a quote. In early September, a project manager Martin from Pella came out to review the needed work to complete our project, we informed him that we have not been able to hear from anyone regarding a quote. Martin then informed us that we would most likely not hear back from any one due to the current market. Martin reassured us he would look into his contacts for a quote. We followed up with Pella on 9/13 and spoke to Matt. We reminded Matt of the conversation with Martin, he informed us he would follow up with Martin. We have not heard from Matt nor Martin regarding any quote. We cannot control when companies will get back to us and have only been asked to provide a written quote by Pella on 10/7 after providing the quote of $850 from Garcia Stone on 10/6.
  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Event #*************: My home has a Pella front door and 2 sidelights. All items have decorative glass inserts. These panels are defective: the metal holding the glass has warped & the inside glass has pulled apart. I contacted Pella regarding the problem. I submitting their warranty claim request on 5/29, including photos of the damage, & after emails requesting updates on the status of the claim, I was informed on 5/21/22, that Pella would honor the warranty & replace the glass inserts. I would be responsible for the $155 cost of labor. On 6/292/22, Pella said that they no longer service panels for 2011 or older entry doors, that I would need a new unit, & was directed to the sales department for a quote. I called Pella & expressed my dissatisfaction regarding the reversal of their decision to honor the warranty. The Greensboro service depart. said that this was a corporate decision. I contacted corporate, explained the situation, & they acknowledged my claim was valid. They indicated they would communicate with the Greensboro service department & move forward with my claim. I left many unreturned messages with the service manager & a service rep returned my call. They appreciated my patience & informed me that there were several communications back & forth between corporate & the Greensboro office & they apologized that I was not privy to updates. I was told the service manager was on his honeymoon & would return on 8/24/22 with the final approval for replacing the glass inserts. When I called for an update,the manager said he found current glass inserts that looked comparable to the decorative glass that was defective in my door, just needed final approval from corporate. I thanked him & waited for an update. I did not hear from him, so again I initiated the phone call. The manager was in a meeting, & I left a message asking for when I could expect the inserts replaced. Instead of this outcome, I got a call informing me that corporate said no compensation.

  

  Business response

  09/29/2022

  Hello.

   

  Ms ***** has been working with our service department. Originally, there was back and forth communication with our service department trying to get the correct serial number from the unit. At first our service representative thought this unit was within the warranty, but with the help of another service representative here, she was able to find that this unit was outside of the warranty period, which they quickly corrected in their communication with the customer before any further action was taken. These units and glass carry a 10 year warranty. This unit was purchased and installed over 10 years ago, therefore, the customer is responsible for replacement parts and service. However, our distribution center no longer offers this product or replacement glass for it, so the customer would need to purchase a new unit. Our service manager was working with our distribution center, Pella Corporate, to try and see if we could offer anything further to the customer since the product is outside of warranty. Because the product is discontinued, there is nothing further they could offer. We have directed Ms ***** to our sales department to get a quote on a new unit. 

   

  Thank you

  Customer response

  09/30/2022

  I have a sinking feeling that after five months of back and forth, the fine print will be Pella's saving grace.  I hope my complaint does remain public on the BBB site, because I hope to prevent other customers from having to deal with the unprofessionalism Pella showed me.  Again, NEVER did Pella inform me of a warranty expiration, even after the numerous calls.  The glass inserts had failed years before , I just did not know that replacing the inserts was an option until I had a handy man come out to repair it.  They were the ones who indicated that the door was defected and that the manufacture was at fault.  

  I see that Pella has an A+ rating, and I can appreciate the fact that you do not factor in customer reviews in that grade.  I think it is good of you not to let the rating become a vendetta or a sabotage campaign.  However, I hope you look into their rating in the future, because a company that fails to return multiple calls, that gives the customer the impression that they will take ownership of their defected product, just to change their decision at the last minute does not deserve an A+ rating.

  During this whole interaction with Pella, I have been extremely patient and courteous.  I am disappointed at their response to this reasonable request and again, I wish they had not wasted five months of my time over this issue.  

  Thank you for looking into the manner.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  One of the Pella picture windows ordered had defective glass needing replacement. Pella hired local company to conduct glass replacement which resulted in permanent damage to the window frame. Pella agreed to replace the entire window after failed repair attempt. Pella ordered and installed a different window as replacement. New replacement window did not match the previous other Pella picture windows installed. Pella sales rep said the original picture window style was no longer available/manufactured and new installed window was the only available style. Pella agreed to swap out all the older style Pella picture windows for the new style Pella picture window. One of the new Pella picture windows had defective glass and developed a crack. Pella agreed to replace the glass in the window with the crack. Pella service showed up with wrong size glass to effect repairs. The glass they had was for the old/original style picture window. Pella will now order the correct size glass and then effect repairs. The Pella sales representative said my job would take 4 to 6 months MAX to complete from when I made my payment and the order was placed on Monday, 16 March 2020. As of 30 June 2022 my Pella job is still not completed. Additionally, my Pella windows sales Representative offered for me to keep the old-style picture windows when they were replaced with the new style picture windows. I was told it would save Pella a $50 disposal fee for each window I was willing to keep. I decided to keep three of the four picture windows being removed. I had these three picture windows reinstalled into my house. After they were installed Pella decided to charge me $1200. To date, Pella continues to refuse to refund me the $1200. I have multiple pictures and emails to verify the above and available upon request.

  

  Business response

  07/25/2022

  Mr ******** wanted to keep 3 windows we took out (due to them being the wrong type of glass) and have them installed in other areas of his home by the contractors. Our showroom coordinator says she informed Mr. ******** that he would have to handle the cost with the contractors directly for the installation of the 3 windows, as it is work outside of our contract with him. We had agreed to pay for half of this labor for him, due to his situation. The contractors charged $2400, so Pella paid $1200, and Mr ********* wife paid the other half (1200) to the contractors as Mr. ******** was not home at the time. The contractors invoiced Pella for the other half. Mr ******** then disagreed that he should have the pay the $1200 to the contractors, and said he should not have had to pay anything. While we understand the frustration of the process, Pella stood by our agreement to pay for half of this labor that was outside of the customer's contract.

  Customer response

  07/29/2022

   I am rejecting this response because:
  The narrative the Pella rep is pushing is 100% false. All they need to do is read the email I have attached from the contractor himself (Eric), and it clearly explains the situation. The 3 window instal was paid separately, in full by me with no funds from Pella. 3 windows X $600 = $1800. The $2400 charge was for the window removal/instal warranty work. 4 windows X $600 = $2400. I was charge half of the warranty work, $1200. This again is the the 5th or 6th time explained to Pella, along with providing the contractors (Eric's) email which has the Pella showroom rep cc'd on it and shows that my description of the events is correct and Pellas is 100% false. Why they choose to ignore the contractor's email and my explanation of the events is unknown and frustrating. I am disappointed Pella corporate won't get involved and do an investigation, as it appears the Pella reps answering this complaint are the ones trying to cover things up. Read the email from Eric the contractor, he wrote the email, not me. His explanation of the charges is the same as mine (above). Pella explanation of the charges is incorrect / false / inaccurate...make believe. Stop ignoring the facts and deflecting blame. Wake up, own up and show up with a resolution, because that is what is right, refund me my $1200 and then begin a discussion over the price to keep the 3 windows like I asked you to do multiple times already.  

  
  

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Pella via a service ticket on 2/17/22 on behalf of my church to have a service technician come out and replace/fix lock sets for the Pella wood windows in one of our buildings. At first, they were responsive and requested pictures. I have emailed and texted them pictures of the work needing to be done multiple times. At this point, they do not respond via email, text or phone call. We are not looking for a free fix here and understand we would pay a tech for the visit. We would prefer Pella diagnose, repair and replace the locks as this is their window.

  

  Business response

  07/08/2022

  As of today, 07/08/2022, our service department has been in contact with Mr ***. They have scheduled a service appointment for Tuesday, 07/12/2022, to have a service technician to go diagnose and try to repair the lock issues. Our service department also decided to perform this visit as a goodwill service, meaning the customer will not be charged for the service visit. 

*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. ↩