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Complaint Details
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Initial Complaint
06/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband and I contacted Pella to replace our doors back in September 2021. exactly the first week of this month the order was placed. We had our doors installed in February after several delayed due to covid, which we completely understand. Once the installer came and finished the job, he said parts were missing and that the office would be contacting us (March 2022). Pella called my husband and tried to seek payment of the job however again the job is not done. In the month of April we had someone come out with (the missing pieces to the door) who is employed by Pella ; he stated "the door is completely placed wrong, it needs to be redone and I dont have the pieces to do this). Fast foward 3 months, no word on Pella. They schedule the contract Chris to come out and fix this and he "cancelled" yet again. I contacted everyone at Pella from Brad (our sales person) to haley, to Diana, to other haley ro Rose. ETC and no one can get this job finished. we are extremely displeased with the service of this company. Everything someone calls they have no idea who is calling or what the issue is. Our sales rep couldn't care less that the job isn't finish, the tech department couldn't care less that the job was never solved. This is the worst customer service I have seen in a long time. There is no caring for the client!!! Keep in mind this is our second work with Pella, and our fifth set of doors replaced by them.
Business response
07/08/2022
Hello,
Since this complaint was filed, Pella has come to an agreement with Mr & Mrs *****. An inspector, hired by Mr & Mrs *****, had come out to review the water damage. It was determined that the previous water damage stains in the subfloor/crawl space were not a result of Pella installation, rather previous damage. The inspectors found that the Pella installation may have actually help reduce even more water damage that may have occurred. Mr & Mrs ***** have since agreed to a payment plan for their remaining balance. They are paying their final balance of $7,781.25 in 3 installments. They made their first payment on June 01, 2022 with a second payment to be paid soon. Their final payment is anticipated to be received on August 01, 2022.
Thank you.
Customer response
07/08/2022
I am rejecting this response because:
The name is listed on this claim along with water damage to a crawlspace, half nothing to do with the case I emailed about. Such as they’re not completion of the installation of our doors. If someone from the business bureau could kindly reply to my original message it would be greatly appreciated.Business response
07/29/2022
Our Pella installer went back out on 07/11 to repair the issues the customer was having. Everything is completed. The customer’s account has been sent to our accounting department to collect the remaining balance.
Rose J***** | Executive Administrative Assistant |T: ***************** * *********************** | www.pellanorthcarolina.comInitial Complaint
05/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I sent the below in April to Pella - they not only didn't respond - they are turning the bill over to collections agency. (appox. 10K) I spent over $100K with Pella on my home window and door replacement project. Overall the project went ok. However, there were two area I'm extremely unhappy with - 1) the team removed the wrong 3 Panel Lifestyle door - it did not need replacing - however after its removal - I went ahead and agreed to add the cost to the overall project - even though this was completely Pella's mistake. It was an additional $10,103.74. My biggest complaint is the single door you came out to inspect. It literally took TWO YEARS to get it correctly installed - this included multiple attempts - with errors such as bringing the wrong size door, bringing the wrong style door etc. etc. (We both have documentation which substantiates all of this activity.) Additionally, because the door was not in correctly for over two years, the subfloor was damaged and had to be replaced - this was discovered during a home inspection - I have attached the write up below. Last month the door was successfully installed. I'm asking Pella to do the right thing and not charge for the door and installation. In exchange I will waive my right to bring this into mediation. Excerpt from Hartsell Home Inspection Service Report 1/26/2022: CRAWL SPACE OR BASEMENT - All corrections should be performed by a licensed general contractor. 19. Structural wood deterioration was noted to the subfloor at the rear left sunroom door. This area was noted to be dry at the time of this inspection. This area should be evaluated by a general contractor and make recommendations to maintain the stability of the floor system. Replacement of any structural component such as, but not limited to, band sills, joists and floor girders DOES require a building permit from county Building Standards.Business response
07/08/2022
Hello,
Since this complaint was filed, Pella has come to an agreement with Mr & Mrs *****. An inspector, hired by Mr & Mrs *****, had come out to review the water damage. It was determined that the previous water damage stains in the subfloor/crawl space were not a result of Pella installation, rather previous damage. The inspectors found that the Pella installation may have actually help reduce even more water damage that may have occurred. Mr & Mrs ***** have since agreed to a payment plan for their remaining balance. They are paying their final balance of $7,781.25 in 3 installments. They made their first payment on June 01, 2022 with a second payment to be paid soon. Their final payment is anticipated to be received on August 01, 2022.
Thank you.
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Get a QuoteCustomer Complaints Summary
19 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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