Complaints

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/13/2024 we had a sliding glass patio door along with a side entry door installed. The screen for the sliding patio door, which is supported from the top by a roller carriage by a screw in either end of the carriage, could not be installed because the screw holes were in the wrong location. We were told that they would order a new carriage of the proper length to match the holes in the screen door. We were told the ordering process would take a month and the screen would be installed on 3/13/2024. On March 13 the screen door was delivered but was white on the inside and black on the outside. Our doors are white inside and out. We were told they would reorder the screen white on both sides and be installed on April 16, another month later!!! On April 16 the service person arrived with the correct color of screen but the holes in the door didn't match the holes in the carriage, the same way it arrived on February 13!!! The service person said he would reorder the carriage and we told him we would accept nothing less than expedited service and install of the screen within a week. We received a text from the service department today April 17th that it would be another month or May 10th before they would bring the screen!!! This is totally unacceptable and must be expedited immediately!!

  Business response

  04/26/2024

  We apologize for the delay.  The expedited part has arrived and the coordinator is contacting the customer to arrange installation today.  Thank you for your patience.

  Customer response

  05/05/2024

  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. 
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a house that was built around the 2003 timeframe. The house has Pella windows and doors. One of our windows in our garage was broken in a storm, I called a glass person to come out and replace it. I was informed that Pella designs this series of windows to not be replaceable (?????) and that I would have to replace the entire sash or window. I've never heard of such a thing! I called Pella and sure enough, these geniuses decided to make the window glass not replaceable due to gluing all the sounds together in such a way that you would destroy the sash if you tried to replace a window. I understand that they have since changed that decision, however, here we are. I called Pella, they came out and quoted me $1,200 to build a brand new sash... I had no choice... 6 weeks later, they call me to pick it up and I did on Tuesday 8/15. I went into the show room and asked the team to show me how to replace it.... they were not able to figure it out on the same "architect" series that I have... they could not demonstrate to me how to do this. Very disheartened, I came home and went about the rest of my week, not looking forward to replacing this window. I started the process this morning (8/19) to replace it and the string broke that is supposed to assist with raising and lowering the window. The window itself is about 40lbs and I could not line it up and the string was no help. This is not owner replaceable. Pella designed these windows to not be replaceable by the owner. I need someone from Pella to come out and replace this sash. Also, if any of my other windows break due to a storm, I can see this being a problem again. I regret purchasing this house not fully understanding the problem that Pella has created, I would like for them to at least replace this window and replace all of my architecture series windows to avoid future problems.

  Business response

  08/22/2023

  I understand the frustration with this situation.  Fortunately we do have a fully trained service team to assist.  Our service manger will be reaching out to *** ******* directly to arrange a visit by our service technician.  Hopefully they will be able to provide the direction necessary.  We can also quote our service labor to perform the work if necessary.  While some repairs are possible to be performed by homeowners themselves, many require specially trained technicians.  We can also review other windows to indicate if any other issues currently exist.  Windows from 2003 no longer fall under our service labor warranty and will be chargeable to have our technicians perform work/inspections.  Thank you.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 2, 2021: Order placed to replace our front door and the large window above it, with an estimated install of January, 2022. February - May, 2022: Window had come in, but door delivery date kept being pushed back. Nobody at Pella ever called to inform me of this, and I instead had to call a week or two after every delivery date had passed. June, 2022: Requested that the window be installed since door was still not in. They removed the old window, and installed the new, only then realizing that the new window was the wrong shape. Install manager tried to talk us into keeping the incorrectly measured window, but also offered to order a new custom window of the right shape (while cautioning that it would take months to come in.) July, 2022: Called several times to get status updates on both the door and the corrected window. No information provided, and, since July 15, 2022, nobody will even return my phone calls. August, 2022: It's been 11 months since the order, and the front of our house looks like a contractor quit mid-construction, with huge gaps around the incorrectly measured window filled with insulation and spray-foam, and the exterior coated in temporary weather-proof tape. Nobody at Pella will give me any information about what's going on, let alone where the door is. At this point, I do not trust that Pella will ever deliver against the contract as promised. Ideally, I'd like to cancel the purchase agreement and receive a refund for our deposit, along with the template made from the old window they removed.

  Business response

  08/10/2022

  Our sales manager has spoken with *** ********* and is working on negotiating a refund.  I apologize for the mistake and delays as this is not the experience we want to provide our customers. 

  Customer response

  08/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, while true, thus far Pella has only discussed possible actions and not actually delivered any results. This has been the case for months, so the issue is most definitely not resolved.

  As of now, they are still maintaining the position that the door is in production and cannot be cancelled or refunded, despite this being the purported state of the door since February, 2022 and are checking with the door manufacturer on options there.

  Furthermore, the refund they have offered with regard to the window actually saves them money, given that the order was entered incorrectly by the sales rep and should've been a more costly custom window.

  My request remains a complete refund, cancellation of my purchase agreement, and the physical template made from the original window they removed delivered to my home.

   

  
  Regards,
  
  ***** *********
  

  Business response

  08/24/2022

  The door arrived and was installed this week.  There was a trim issue which has been ordered and will be corrected.  Our manager is working with *** ********* on a full refund of the incorrect window.

  Customer response

  08/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. While the status update provided by Pella is correct, the door install remains incomplete, the delay to finish it was caused by new errors made by Pella personnel, followed by a failure to communicate next steps on the timeline promised, and culminating in yet another 3 week (minimum) delay where the exterior of the home is exposed to the elements. As a result, the situation continues to require that I spend my time being an unpaid project manager for Pella.

  Given their track record of simply not communicating with me at all prior to leaving critical reviews and opening this complaint, I'll not be accepting any resolution until *all* work is complete, and Pella is _finally_ out of my life.

  
  Regards,
  
  ***** *********
  

  Customer response

  10/03/2022

  I'm providing a status update on my complaint, as requested.

  Since filing the BBB complaint on August 8, Pella's Retail Sales Manager, Jim G***, became my primary communication person. He called me on August 9, where I outlined my lack of trust in Pella and desire to cancel the order outright, given the window install debacle and their continuing inability to deliver the door. He stated that the door was being manufactured (which is the same state it had purportedly been in since February) and that he'd look into whether it could be canceled. He stated that they were willing to credit me for the window and window installation, since Pella was unable to manufacture a window that actually fit. After 7 months of delays, he was actually able to get the door delivered, and it was partially installed on August 22, 2022. The installers made an error, so they were unable to complete the install, and had to order additional materials from the door manufacturer, which took another months. The door install was completed, with low quality workmanship, on September 23, with interior trim caulked at the corners due to a poor miter joint, and trim standing proud of the drywall, along with quarter-inch thick caulk beads on the exterior brickmoulding. However, within hours of that work being completed, Jim G*** emailed me asking for written confirmation that I'd waive the warranty on the too-small window they'd installed in the front of my home (which makes the house look awful, and will for another half year, at least) in exchange for the window and window install credit, outlining the remaining balance that I owed with that credit applied (door and door install.)

  After making sure I could repair some of the problems with the door install myself (e.g., the doors rubbing when opened) I replied to Jim's email, copying several executives at Pella Cincinnati, on October 3. In it, I accepted the warranty waiver for the window credit, expressed my dissatisfaction with their work and service, and asked how to settle my bill.

  So, they are unable to manufacture and install a window that fits, despite having sold me one originally, and now I get to start the entire ordering process with another company. They did, however, poorly install the front door I purchased through them, albeit only becoming able to get it manufactured when I asked for my money back. Once I settle my bill with Pella, I look forward to never ever doing any business with them in the future.

• Initial Complaint

  07/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My home was built in 2021. In the past 2-3 yrs, I've had a lot of the windows and doors replaced due to rotted wood. I now have a rotted kitchen window and rotted large picture window over my front door. I had someone come out to give me a price on repairs. For the small kitchen window, I was quoted between $7-8000!!!!!!!!!!!!!!! And I'm not even sure that included installation. While the guy was here, he informed me that the period of time when my home was built, they used questionable materials and, unfortunately, my home fell in that period. Sooooooo, knowing that you had a subpar material and didn't extend the warranty for those homes, shame on you!!!! I've already been transferred several times and no one seems to be able to connect me with the complaint department. Pella has fallen short of every promise you promote! SHAME ON YOU!!!! I will continue to file complaints and write reviews elsewhere.

  Business response

  07/17/2022

  The original product was supplied to this address in 2001 for this home, not 2021.  The product had a 10 year material warranty, which expired in 2011.  I am sorry the salesperson lead you to believe there were any extraordinary issues with this particular product.  There were no extended warranties issued on this product line and we still supply this product today.  The price given on the kitchen window was for full replacement, including installation.   I will review the quotes and interaction the team has had with you and have the manager contact you to discuss any options we can provide.  Thank you for the opportunity.
  

   

  Customer response

  07/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

   

  On June 3, 2022 you sent a representative out to review the kitchen window. I also pointed out the picture window when he arrived, but after finding out the extraordinary cost, I didn't have him quote that one.   The representative told me that the materials used during the period of time when my home was built, was subpar (defective) and they've had several issues as a result.  I am aware that my warranty expired in Jan. 2021, however, I was not made aware that the materials originally installed were defective until your representative pointed it out on June 3, 2022.   If you were aware that the materials were defective, extended warranties should be made available.  I have had so many windows and doors replaced because of the rot.  As a matter of fact, When I had the first slider doors replaced, I paid full price because I was not told they were under warranty.   

  
  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. ↩