Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  FRONT DOOR HAS A SPACING ISSUE. MY FIRST CONTACT VIA PHONE CALL TO PELLA RE: ISSUE WAS 10/29/24. AFTER CALLING SEVERAL TIMES, ***** FINALLY RETURNED MY PHONE CALL. I ALSO LEFT A V/M WITH ***** *********, WHO WAS THE SALESPERSON AND SHE DIDN'T RETURN MY CALL. 11/4/24 ******* SENT EMAIL STATING SUPERVISOR WOULD COME OUT TO LOOK AT DOOR. 11/7/24 *****, SUPERVISOR CAME TO MY HOME AND DIAGNOSED THAT THE DOOR WAS IMPROPERLY "SCHIMMED" AND WOULD NEED TO BE "RE-SCHIMMED". I CONTACTED ******* ON 11/16/24 VIA EMAIL. SHE RESPONDED VIA EMAIL ON 11/19/24 THAT SHE HAD BEEN OUT OF THE OFFICE AND WAS ONLY IN THE OFFICE FOR AN HOUR AND WOULD GET BACK TO ME THE FOLLOWING DAY (11/20/24). AS OF THIS DATE, 12/4/24, I HAVE NOT HEARD BACK FROM ANYONE AT THIS COMPANY.

  Business response

  12/17/2024

  We have kept accurate dates on the issues for Mrs ****** See below

  11/1 I received an email requesting I send someone out to take a look at her door that was hard to operate/ called LVM
  11/4 sent email / confirmed ***** **** 11/7
  11/7-  ***** **** went and diagnosed
  11/12 - I LVM for scheduling
  11/19 she emailed me and I replied that I would get back to her and did not before the end of that week due to multiple meetings with ***** regarding multiple problematic jobs
  11/27 sent another schedule request
  12/5 LVM & sent another email schedule request
  12/6 Sent another email scheduling request
  12/7 Mrs. ***** answered me letting me know she was not available for 12/20 she just had knee surgery
  12/9 - I got back to her asking her if she had certain dates
  12/9 - she let me know that she rehab and would let me know dates shes available
  12/9 I answered her email that there was no rush our end to just let me know
  

   

  Customer response

  12/17/2024

  
  
  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

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My contact with Pella Window and Door Company has been with the State College PA office. Gunton Corporation dba Pella dba Pella Window and Door Company Warrendale PA manufactured and installed 13 replacement windows in my home at *** ** **** ******* ********* ** * The date of installation was February 1 and 2, 2024. On February 5, 2024, I contacted Jeff S********** the Pella representative who I had been dealing with, to report that there was condensation on the interior side of two window sashes in an upstairs bedroom. Jeff got back to me on February 7 and explained that moisture sometimes occurs due to manufacturer error. He told me he would order new sashes and have them replaced in 4-5 weeks. On March 19 Jeff texted me to set up a date for him to come to my home and visually inspect the jamb liner weather stripping to see if it was installed properly. After one failed attempt to set a date Jeff didn’t call again. No date was set and on April 15 I left a voice mail for Jeff letting him know I was upset with the delay. On May 8 Jeff sent me an email saying because of my displeasure with his availability he would no longer be involved with my account. On May 30 a Pella technician inspected the windows and determined the weather stripping needed to be replaced. He would order stripping for 3 windows. On June 26 a different technician arrived with stripping for one widow and determined that the weather stripping was not the issue. He called his supervisor at the Gunton Corporation and then told me that there was nothing that could be done, the condensation was a humidity issue and Gunton would not provide any replacement sashes or any resolution under warranty.

  Business response

  08/21/2024

  We have contacted *** ******* and he is not happy because our techs led him to believe there was an issue with the windows which in fact there isn’t.  He has room side condensation which windows don’t cause and is an element of the environment within his house.  We have sent him documentation explaining this but most customer don’t care. I want to make him happy so I am open to suggestions.
  
  Thanks,
  David

  Customer response

  08/23/2024

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  Within the first week after installation of new Pella windows throughout my home at a cost of $58,600, condensation appeared on at least three windows in two separate rooms. My first contact was with the salesperson who I had been working with from planning through scheduling and installation.  He informed me that this could be a manufacturing issue and he would immediately order new sash replacements and they could be manufactured and replaced within a couple of months. After several delays and two different technician visits to my home to resolve the issue, Pella management decided the problem was not theirs, but mine. Then, within days of my contacting the BBB, a representative from Pella contacted me and offered to write a check to me for $1000.00 to resolve the issue. I rejected that offer because, as I informed him, that would not fix the problem and was less than 2% of my investment in the window replacement project.  I believe that their minimal offer to make the problem go away indicates some guilt or responsibility on their part.  Regardless of their claim of no fault of theirs, the issue remains.  As a long-time customer of Pella products, I feel that they should take some responsibility and compensate me for the issue which I will need to deal with for the lifetime of the windows.

  Regards,

  
  ***** *******

  Business response

  08/30/2024

  The offer of the $1000 was to accommodate *** ****** for to inconveniences and miscommunication which is more than fair.  That is the max I'm willing to offer him and I have no obligation to do that but I feel it is justified.  He would like to discuss further; he can reach me at *************

   

  Thanks,

   

  David D*******

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Advise to the reader(s); Never believe that paying more, gives you a better product or service. *6/5/23: Patio sliding door quoted for $9,000. Quote to include; (1) double slider (2) replacement trim, interior (oak) & exterior (brown) to match existing (3) interior grill (oak) (4) locking bronze hardware. Sales representative advised 2-3 months to complete project. Providing a sufficient pre-holiday installation. *7/12/23: Agreement executed & downpayment provided. *10/19: After several follow-up e-mails, technicians arrive to complete the project. Doors & interior trim is installed. Technicians leave exterior exposed to weather elements and advise the need to return with 1-2 weeks to install/seal exterior, install interior oak grill and install locking hardware. Head technician requested payment in full or they could not return to complete the project. Payment in full was provided in good faith. *11/29/23: After several follow-up e mails technician returns to (1) install oak grill (2) install locking hardware (3) install/seal exterior trim. Upon arrival, technician looks to us to provide supplies (oak grill & hardware) & further advises that exterior trim is wrong color. Technician leaves, not completing any of the three services he was scheduled to complete. *12/6/23: Technician returns. This time providing a exterior trim, only. Trim was installed, not centered, sides not painted, not sealed. *12/11/23: After several more e mails & no effort. I contacted Pella's corporate office to file a complaint. I was advised the my complaint would generate a phone call from the local Pella franchise owner within 48 hours. 12/19/23: E mail was sent to Pella's corporate office, including complaint reference no and all applicable information, advising that, now 8 days have passed with no effort to resolve by local franchise owner. 12/26/23: After 6 mo. from the agreement execution we still await satisfaction for products/services paid in full.

  Business response

  12/28/2023

  We contacted the HO mid-December  to explain the parts were ordered and once received we will schedule a date. We also had to order additional material to complete the job to his satisfaction. We will be contacted today with a date. 

  Customer response

  12/28/2023

  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, details of the offer I reviewed appear below.
  
  My original e mail outlines dates and commitments made.  As notated, the agreement was executed 7/12/23, with the clear agreement that the work would be completed well before the holidays. My wife and I have taken several days off of work to accommodate Pella.  As stated, visits (11/29/23, 12/6/23) were also committed to completing the work and resulted with nothing being done.  On 12/11/23 I was advised, by Pella’s corporate office that the franchise owner would call me within 48 hours to provide a clear plan, including dates and any other remedies sought to ensure my family’s satisfaction.  To date (12/28/23) we have yet to hear anything from anyone, other than today’s reply, more excuses. 
  I want the franchise owner & Pella to accept responsibility for products and services paid for in full, but yet to be provided.  Consumers deserve better than what Pella believes we deserve. 
  
  Regards,
  
  ****** ***********

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  March 17,2023 spoke with Tony M******* about purchase/installation of 8 windows and 2 doors. I selected a promotion to have 6 months of no payment/interest with payment in full by February of 2024. To this point I have paid a total of $1603.05 . Included in that amount is interest charges of $835.59. I have been paying this total amount since September 18, 2023. The expiration of this promotion is Feb. 22, 2024. I would like reimbursement of the interest paid with adjustment to the balance so that I may pay Pella in full.

  Business response

  11/30/2023

  I am more than willing to assist. I just need a phone call from customer.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The worst experience of my life i just want pella windows to no about the contractor gunton corporation that the salesman of this company does not cowardenate with the installer about what he wants to do so it got lost in the shuffle and the project manager did not follow up on anything so they installer’s were great once they got to see the project and do it correctly total mistake on the office manager it took 6months to get this project done total waste of my time I just want pella to fix something

  Business response

  11/09/2023

  I left *** ****** a message to give me a call. It took us more time and trips than desire to complete his project. We had a very difficult time getting the correct piece needed from the manufacture. I have already given *** ****** a $500 refund so I'm not sure what else I can do.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I keep receiving mail in my deceased fathers name. Multiple attempts to have Pella Window and Door remove my father and our address from their mailing list have failed.

  Business response

  06/27/2023

  Added him to the DNC list

  Customer response

  06/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11/10/21-Purchased a new front door and storm/screen door. Sales person was Ben P*******. We spent several hours going over what we wanted for both doors, specifically discussing the screen door. We wanted a full screen with NO stabilizing bars or anything else in the middle, which would inhibit the look of the actual door. Ben agreed. Order placed and paid the deposit. 5/16/22-After a series of delays, the doors were finally installed. Trim for around doors was delayed. Screen door arrived WITH a stabilizing bar in the middle. 5/18/22-Notified Kris Bl******* that interior trim was pulling away and incorrect screen door was ordered. Told it could be fixed. New screen door without bar was ordered and would be installed. 7/1/22 - Emailed Kris about screen door again not being the correct size and falling out. She ordered new screen, slightly larger, hoping that it would fit the frame and stay without needing the bar. 8/23/22-Emailed Kris Bl******* that wrong trim was ordered and it didn't match existing trim. Also screen door did not fit properly and would fall out. She responded that she was reaching out to mgmt., but that manufacturer told her the screen wouldn't fit without the bar (which they did not tell us initially). Custom trim was ordered but no idea on when it would come. 11/3/22-Emailed Kris about door not locking properly and still no screen or molding. Told a field supervisor could come out on 11/18/22 to look at the door. Molding still not in. Told "We are able to provide the recommended screen with the stabilizing bar and a credit to you at this time." 11/7/22-Email to Kris stating trim could be installed 11/18/22 and that we did not want a screen with a stabilizing bar, we wanted them to remove it and refund the price. 3/23-Spoke to a "manager" who rudely said if they refund the screen, they're coming to rip it out. We agreed that was fine. He said he'd check with manufacturer for a solution. 3/15/23, 4/19/23, 4/26/23-emailed Kris with no response.

  Business response

  05/04/2023

  Left her a message to discuss different options.

  Customer response

  05/05/2023

  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, details of the offer I reviewed appear below.
  
  I do not have any messages on the home phone or cell phone from Pella, nor do I have any email response.
  
  Regards,
  
  ***** *****

  Business response

  05/05/2023

  I spoke to M*** ***** and we are either going to refund her the cost of the door but she has given me the approval to look for an alternative product first

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had windows installed by Pella 8/2022. They installed 8 windows. When I started to use the windows, I noticed that 6 of the 8 would not close. When I close the window the window would spring back up. In order to close the window I have to force it closed. Some are worst than others. The windows are defective. Called Pella and they have been to my home 3 times to fix the windows with no success. They put resistant pins in -that made the problem worse. They ordered 2 new windows and installed them - still did not solve the problem. They don't answer calls, return any calls or emails. I am extremely unhappy and disappointed Pellas resolution was "good thing you have a lifetime warranty, we can always come out and repair" I would really like them to take these windows out of my home and return my old windows, if not I would like this company to deduct $500 per window that are defective. (6) in total I still have a balance of $4000.00

  Business response

  01/12/2023

  I spoke to **** *****r to discuss her issues. We have been out to her home two times already. Once we adjusted the windows, so they don't bounce when closing she said they were now too hard to open. I explained that we did contact then manufacture and while we can reduce the balancing system to reduce the bounce, they wouldn't recommend it because the windows would be two heavy to open. The units that are working correctly are much smaller therefore, the balancing system is has more resistance. She disagreed but I'm visiting her home on 1/24 to see what I can do to assist. 

   

  As far as a credit goes, she is getting these windows through Hazelwood Initiative who is actually paying for the windows. Our warranty starts when we are paid in full but we have been  working through her issues despite  us being owed $4,000.

   

  Thanks,

   David D*******

  Retail Segment Manager

  Customer response

  01/23/2023

  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, details of the offer I reviewed appear below.
  
  

  I am contacting you about ******** complaint number ********************** concerning the windows I had installed improperly. I'm not very computer savvy but I want to respond to the complaint and its true that the Hazelwood initiative is withholding the final payment because the windowed have not been fixed yet but I have had to pay out of pocket for some of the costs for the windows and that company feels like because I received help that they can install those windows and that I should just be happy even though they're not done right and I know this is suppose to be a reputable company but how I'm being treated presently is just not right and its not fair that I can't get some kind of customer satisfaction for their faulty windows and or installation of the product that's why payment has not been finalized because I have not been made whole to this date and they refuse to honor anything or return any more calls I've made which is why I contact you

  Regards,

  
  ***** ******

  Business response

  01/31/2023

  I was out to **** *****r house and looked over her windows. They are functioning properly and to Pella standards. There is one window that has damaged, and I offered a credit to keep the winow or will replace the entire unit. **** *****r was very nice and polite and I thought it was good meeting??

   

  I'm just waiting on her decision to either accept the credit or to let me know if she would like the unit reordered. 

  Customer response

  02/05/2023

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been waiting since November 2021 to get my doors fixed from Pella in warrendale,pa. I’ve made calls to the company many times and can’t even get a return phone call. I paid $8700.00 for new doors and can’t even get them installed correctly. Now I have the door sitting in my garage waiting once again to be installed.

  Business response

  03/11/2022

  We have our installer scheduled there Tuesday the 15th to complete the installation.

*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. ↩