Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2024 I contracted with Pella Windows and doors, to do a front door replacement for my house. A down payment was made for $3413 and the work was scheduled for October. A remaining balance of $3413 was to be made once work was completed. Measurements were taken, not once but twice, by two different individuals. I was told it takes six weeks to have a door manufactured.October arrived, the crew tore all the molding off the door, damaging it in the process. They then decided the door was the wrong size and needed to be remanufactured. The damaged trim was replaced. I was rescheduled for a door installation, in January.January arrived, and after several delays because of snow and freezing temperatures, Pella went in for round 2. All the trim was ripped off, and once again, the door was the wrong size. Half an inch too short.All I want is a refund of my deposit and $100 to cover the door trim that has been ripped off several times now. I do not want Pella doing this installation, they have have measured this door at least five times and I don't trust any of their installers at this point. The business owner has not contacted me. I do not want legal action, just a refund.

  

  Business Response

  Date: 01/19/2025

  This matter has been resolved with the customer 

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mountain View Pella is not honoring warranty. PDF attatched Please do not post my name if you post my complaint

  

  Business Response

  Date: 01/19/2025

  We do apologize for the delay you have experienced with our service department. One of our coordinators will be reaching out to you early this week to ensure we get your warranty needs completed. 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22760353
  
  I am rejecting this response at this time because: I'm not exactly rejecting they're offer 4 months after I asked for help and only getting a response after I complained to you. After all they have put me through they should make an effort to recognize how shady they treat people. Here is our email exchange.

  Sincerely,
  ******* ******

  Customer Answer

  Date: 01/27/2025

  Firstly, thank you for your help.

  I left voicemail for ******* at 2:33pm and sent an email at 2:43pm on January 23 to schedule a tech visit but since a tech came out in October did an assessment took pictures and took all of the parts with her nothing has changed.

  I have not heard back from them.

  Thank you

  *******

   

  I could not get this into the pdf for some reason

  Thu 1/23/2025 2:48 PM

  *******,
  I called you today at 2:33pm Jan 23rd  after I read your e ******** did not answer so I left voice mail for you to either call me back or email me potential dates and times to schedule a tech visit.
  Mrs.******

  

  Business Response

  Date: 01/28/2025

  Hello, 

  I see that ******* after communicating on the 23rd, moved your event to our scheduling coordinator to get your appointment confirmed. It appears our scheduling team has reached out today to see if you have availability tomorrow, January 29th as time opened in our schedule. Please coordinate with our scheduling team as they will best be able to serve you in getting your appointment on the schedule. 

  Thanks,

  ***** Pettofrezzo 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22760353
  
  
  Sincerely,
  ******* ******

  Customer Answer

  Date: 02/09/2025

  Pella can text me with possible dates that they can schedule to come and warranty the accumulated warranty issues

  I keep trying to send a pdf and pictures but I keep getting an error message

  Thank you

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get one window repaired on and off for seven years. Pella is always "backed up" or very busy no matter when you contact them. They simply cant manage themselves. I have paid for multiple visits to repair the window It is never fixed. I have emailed and called what feels like 100's of times. The last effort to fix the window was this year. I ordered two shades for a separate sliding glass door. They installed the wrong color. The window, they looked at to repair, the broke the shade and it will not open at all to get to the shade or between the double pane glass. It seems dumb to hire a lawyer for ONE window but Pella appears to be the worst company in Colorado Springs. (that is saying a lot) I cannot get service to respond to fix what should be a simple issue for any other company.

  

  Business Response

  Date: 11/19/2024

  We apologize for the delay in getting your issue resolved. It appears there has been movement on your service request since this was submitted. ****, one of our owners, visited with you on your property earlier this month and then a follow up email was sent on November 15th letting you know the product is on order to make the repair. 

  I do see that the order for your replacement parts, 043YG2211, is due to arrive to us the week of December 2nd. We will be reaching out to you to schedule a technician once the parts have arrived. 

  Customer Answer

  Date: 04/16/2025

  [[BBB transcription via duplicate complaint]]

   

  Problem:
  Pellas Windows Corp and its franchise in Colorado Springs is a criminal organization. There are lawsuits everywhere you look. I was a recipient of a class action lawsuit where they were suppose to fix my window. They sent me a wood sash which had nothing to do with my problem. Since 2016 they have charged me $1000's of dollars to diagnose and repair a window they have never fixed. Everytime you try to get the someone to come out it takes 4 months. Repeat that every year after year. Recently their technicians entirely broke my window. I have ordered a replacement window through ******** Windows for $7500. Because trying to fix a window for 9 years is insane. Pellas simply refused to repair my window properly. Pellas is so incompetent it is beyond words. I am uploading a document that sincerely describes clearly what it has been like to deal with their "service" managers. I am going to put that email all over the internet. The photos show their repair. Installing a broken pane, the window will not open or close in any way. Their rude customer service service agent kept asking for the serial number but they couldn't get it that we couldn't get to the serial number because they BROKE the entire ********************. Now I'm betting that Pella Corporation will say they cant do anything, its a franchise. There franchise does NOTHING. They actually continue to let them do business. I am going to AG's if they again do nothing.
  
  
  Desired Resolution:
  Refund

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We opened a warranty claim with Pella for our sliding door back in August of 2024. Pictures of the piece of the door needing the work were sent to a Pella *** on 8/5/24. We've were re-routed to ******* ***** ***************** Coordinator) as the original person handling our case left the company and the last status we were provided was on 9/19 which was "waiting on internal department". There has been no contact from Pella since, despite numerous emails and text messages from us to Pella. Our reference number was 240805-004083. We purchased and installed the door in 2021.

  

  Business Response

  Date: 10/31/2024

  Thank you for reaching out to notify us of your issue. We are traditionally very backed up this time of year with people closing up their homes for the winter and are experiencing larger than normal volumes. We will review your event with your service coordinator and your coordinator will get back with you within 3 business days on the next steps. 

  Customer Answer

  Date: 11/18/2024

  [[BBB transcription via email]]

   

  I still have received no contact from the business in Complaint ID: ********

  

  Business Response

  Date: 02/11/2025

  Hello,  
   
   We are expecting to receive your parts for order ********* next week from the factory. Once received, our scheduling team will be reaching out to schedule a technician to complete your scope of work.                                                                                  
   
   Thanks,  
   ***** Pettofrezzo 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22497267
  
  I am rejecting this response because:

  I do not want this case closed out.  It has been months of non response from Pella and until this is resolved, I want this case open.  If they truly receive the parts and their scheduling **** actually calls us to schedule and the tech comes out to fix this issue, then we will mark this as resolved and can close this case.  Until such time, we want this case open.
  
  Sincerely,
  
  **** And ***** ********

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22497267
  
  I am rejecting this response because: The case is still unresolved.  One again, there has been no further communication from the business.
  
  Sincerely,
  
  **** And ***** ********

  

  Business Response

  Date: 02/25/2025

   I apologize for the delay in our team not communicating after our last correspondence regarding the *** for your order. It appears your order has arrived at our warehouse. I have sent a note directly to our Service Manager to have them reach out to you tomorrow to schedule your appointment. 

  Customer Answer

  Date: 02/26/2025

   
  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.  Pella called and scheduled the repair for March 5.  If they do not show up, we will open a new case.
  
  Sincerely,
  
  **** And ***** ********

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I went into their showroom on the 6th of March. We gave them a deposit of over $7000.00 and ordered a four panel sliding door. They sent their guy out to measure the door in order for them to order the door. When the new door came in at the end of April and they came out to install the door it was two inches too narrow and almost three inches too short. They had their installer try and talk me into letting them install break metal inside my house to cover up their mistake. They also cut our stucco seven feet down the outside of our door that was never supposed to have been cut. We agreed to let them order anther door and we upgraded as the one they sold us was CHEAP! made. We gave them another $3500 or so on top of the other 7K. When the second door came in it is too large to fit inside the opening and can not be installed. I told them we want our money back and we are done with Pella as they can not do their job correctly. I have been in the window/glass industry for 35 years and know what needs to be done and correctly. The only reason I ever agreed to let them install the door was my wife wanted a warranty. They would not sell us the door with one unless they installed it. Apparently they can not measure correctly to install said door. The owner even went as far as to have his employees ask me to let a structural engineer come out and modify our house to make his door fit. I told them h*** no. The owner is now trying to keep either 70% of our deposit and give us a door we cannot use or he wants to order another door. We want our money back and he can resell his uninstalled door to someone else or eat his loss as far as we are concerned. He refuses to budge and we refuse to budge. He wants to send out the door that is too large and drop it off here also. We have no where to keep this door and if he sends anyone from his office onto our property without our consent I/we will have them locked up for trespassing.

  

  Business Response

  Date: 09/11/2024

  We have been waiting for the customer to respond to multiple attempts to contact them too determine a path moving forward. As communicated to the customer, ********************** has apologized for the mistake made with the mismeasurements and rectified the problem internally. We have communicated to the customer several times that we would like to complete the project for them and provide a discount to the final balance as we as a company made the errors with the measurements. If they would not like to proceed with completing the project, we have offered various options so that they might finish their project if they so choose without our installation services. As far as buying a product and Mountain View Pella not installing, we do offer this and their product warranty would remain the same. We encourage the customer to reach out to their contact on the fulfillment team so that the project can be finalized.   

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22259924
  
  I am rejecting this response because: I have been in touch with your employees on several occasions the owner has never reached to me. The second door that was delivered was a wrong again measurements incorrect for the third time! It was never unboxed and picked up from your delivery guys that same day. My house was cut through the stucco by one of your installers that should never been done! The patio door your installer had to temproary install the colors don't match had to swap the outdoor handle for an inside handle now i have white and ***** handles! It has so much foam around it looks terrible! I had to help the one installer get the door in temproary because the other installer was sent home! We worked on it until 8pm! I've been in this industry for over thirty five years and this is not how you treat customers. I want my money back and ********************** can have this Frankenstein door back! Now the stucco needs to be patched it will cost me more because the owner has not reached out to us to work this out in any way shape or form. If this is not handled I will reach out to news crews for a segment on this issue!
  Sincerely,
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered 2 sets of french doors through Mountainview Pella on March 27th to replace our sliding doors. The sales **** *********************** came to our home, we picked out and discussed what we wanted. **** sent the contract to us (we noticed the wrong color was on the order - he rewrote it) and then placed the order. The first of many mistakes came a few days later, ~contacted by **** stating he didn't add the correct taxes to the order - he submitted a new contract to us, we paid the company another $1000.00.~June 3rd, when doors were to be installed, **** did not order the mullion for the doors. So the doors could not be installed.~July 2nd, installed the doors, screens were missing from the order, also the locks and some screws were missing from the order. We called ****, he said, oh, I took the screens doors off the order to save you money. (WHAT???). They had to order the remaining missing parts and we were told the screens were now ordered (per ***********************, the 'boss'. He stated '**** needs more training and to deal only with him, that he'll make this right'! You will get your screen doors and it won't cost you anymore money (**** told us we'd have to pay more for them - we had them on our original order and have paid for them already.)~Installers broke our ceramic tile floor when installing the doors. ~August 16th, was scheduled to install the remaining parts and put the screen doors on. The installer only knew about the locks, which he brought. He installed them, but stated the wrong lock set was ordered, and he'll reorder a passive lock set to replace the ones he just installed.~NO SCREENS once again. Made a phone call to ****** and she said she cannot see where they have been ordered. This is unacceptable. We have called and spoke to many people at *********** Pella, claiming that they would fix this and make this right. 5 months later the job has not been completed and they have been paid the majority. Compensation and finish the job!

  

  Business Response

  Date: 08/22/2024

  I sincerely apologize for the multiple issues and delays you have encountered with your project. We understand how frustrating and inconvenient this situation has been, and we deeply regret the errors and lack of communication that have led to this point.
  I want to assure you that we are fully committed to resolving these issues and completing your project to your satisfaction. Here is the current status and our plan to rectify the situation:
  Screen Door Material: The screen door material is expected to arrive next week. 
  Scheduling: A member of our team will be reaching out to you shortly to coordinate the scheduling of the installation and to confirm that all remaining parts and screens are in place. Our team will be aiming to complete the installation during the week of September 2nd.
  Compensation: We understand that this experience has been far from satisfactory. We are reviewing your case to determine appropriate compensation for the inconvenience and the mistakes made throughout this process.
  Please accept our deepest apologies for the frustration and inconvenience you have faced. We appreciate your patience and understanding as we work to resolve these issues. Rest assured, we are dedicated to making this right and delivering the quality service you deserve.

  Customer Answer

  Date: 08/26/2024

   
  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. 

  I look forward to the completion of the project.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have broken windows and no window company will replace them. Ive been in touch with Pellas service department in Colorado Springs since early April and they have yet to service my windows or tell me how to get them replaced. I also have broken hinges on a window that I have asked about, again with no answer.

  

  Business Response

  Date: 08/06/2024

  We apologize for the inconvenience, however, we do not have record of your service request in our system. Would the initial request be under a different address or name? Please feel free to reach out to our service department at ************ and our team would be happy to assist in the repair of your Pella product.
   

• Initial Complaint

  Date:05/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Entered into a contract with Mountain View Pella on Nov 2, 2023 for 3 windows and one door.2. They were installed Jan 22, 2024 unsatisfactorily. Installation team notified which resulted in anger and threatening manner. The one window only opens halfway, gets stuck and bounces back and forth. It injured my finger by rubbing it raw. The other windows are black in the seams that looks like it has expanded out to the drywall. All of the windows and door have a horrible caulk job with some areas completely missing caulk leaving that area open to the elements. I requested the yellow stickers from the windows since they are so different than the windows from the same company installed in 2016. The stickers were unavailable. After searching the trash, we found 1 sticker and a piece of cardboard both difficult to read and leaving the specs of the windows and door in question. There was a delay by them getting a lien release so the walkthrough was scheduled for the following day, Jan 23, 2024. No one ever showed up that day. They have been using avoidance and stalling techniques ever since leaving me with 3 windows and a door I cannot use while waiting for a walkthrough. 3. There are 4 major areas of contract violations which I notified them of in a demand letter. One of those violations is billing. Final payment is due upon substantial completion. I need them to complete the job before I can pay them in full. I have told them that more than once. They refuse to complete the job until they receive payment in full which is in direct violation of the contract. Instead of requesting mediation per contract, they sent my account to a collection agency. I told ******************** the same as MVP, I would love to pay them but cannot until they complete the contract. Meanwhile there are errors listed on their invoices that I have mentioned, but they refuse to correct or explain. Personal notes dating to install and sample pics attached

  Customer Answer

  Date: 07/09/2024

  I initiated arbitration through the ******************************** in accordance with our contract.  I paid the $250 plus fees to initiate arbitration.  Mountain View Pella then refused arbitration wanting to have arbitration through someone else but following their rules.  Since my husband and I are unfamiliar with *** rules we requested to continue arbitration through the *** as is written in our contract.   Mountain View Pella refused and our case was cancelled with them stating they cannot force someone into arbitration if they don't want arbitration.  Pella Corporation was also included in the request for arbitration since they built the window that injured me and has refused to confirm the specifications of the windows.  When I asked *** about Pella Corporation, there was no response.   I have attached a copy of the contract.  For reference, my BBB complaint is with MVP with the inferior installation.  I have not put in a complaint with the BBB in regard to Pella Corporation, but I probably should.  Both Pella Corporation and Mountain View Pella did an unsatisfactory job and hazardous in their own way.
  
  There is also the question of a business license.  I have been told that **********************'s business license is listed as inactive due to expired insurance effective December 1, 2023.  I have asked Mountain View Pella for a copy of their license and insurance just in case the information was wrong, but so far no response.  
  
  Sincerely,
  
  
  **** A. *******

  

  Business Response

  Date: 01/27/2025

  Mountain View Pella as well as our lawyers have communicated to the customer our position on the matter. The customer has chosen to take us to court over the matter. At this time, we are unable to provide further comment. Lastly, at this time, we have received no funds for the work performed as the customer charged back their credit card for the deposit rendered. 

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 17 windows from Pella Mountain View on 10/2/23 for $41,000. They first came to install the windows 12/21/23. They had ordered two wrong size windows and were missing to sliding door screens. On 12/21/23 and 12/22/23 they damaged the trim to my home. I have countless pictures and emails sent to try and resolve the issue. In January a manager came out to look at the damage. He (***) agreed that repair needed to be done. On February 8th 2024 they delivered the two replacement windows for the mid order but not the screens for the sliding doors. Upon arriving they said they could not work due to snow on the ground. A month later I reached out and asked when the job would be completed. They said the last week in March, so today I reached out and asked what day this week they were coming and they said they wanted to push it out again due to weather. It snowed yesterday but will be ***** on Thursday and Friday. Now the contact will not respond to me. I have called to ask to speak to the owner of the franchise or management and no one will respond or help me. Please help me in any way you can. I can provide pictures of damage and proof that the two windows arent installed nor that I have the screens for the sliding doors.

  

  Business Response

  Date: 04/09/2024

  While we were able to complete the majority of the job, there were a couple items that were remaining that had to be reordered. When the replacements arrived, the weather and frequent snowstorms have delayed the installation. The last storm left 18 inches of snow and temperatures too cold for installation.  The replacement windows were delivered to Ms. ******* home of 2/8/2024 and are in her possession.
  
  Our installation manager, *******************, has been in contact with her discussion installation and has mutually agreed with the customer that all work will be completed as soon as the snow melts and it is safe for our crews to work on the property.
  
  At this time, all product has been delivered and we have completed the majority of the installation (14 of 16 units). And we have remained in contact to complete the installation as soon as the snow melts so our employees can work safely and temperatures rise so the caulk, stain and paint will cure properly.
  
  To my knowledge, an installation is scheduled this week, weather depending.

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased windows from Pella and they were installed on October *****, 2023. Part of the estimate was for scaffolding in case it was needed to install the windows that would be on the second floor. On the day of installation, there was significant snow on the ground and they said they could install the window upper window from inside. They did not require scaffolding. There are some significant errors with the order and we hope they will have them resolved by January 30th. I have asked if they would remove the scaffolding amount and resend the final bill so that when they complete the job I can make final payment. The company refuses to remove the scaffolding amount from the final amount due. This is a one thousand dollar line item. I am at a complete loss as to why they would charge a customer for something that was not used. I have photos I can prove that they used ladders for some outside work and installed the window from the inside. Can you help with this matter?

  

  Business Response

  Date: 01/22/2024

  We are working with the customer on a solution ************** was indeed not used on installation day due to snow on the ground. However, it was discussed with the customer that we would either have to delay their install or bring in more labor to be able to install the product as scheduled. More labor was chosen and thus costs incurred on the project to get the window installed safely and timely for the customer.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21100485
  
  I am rejecting this response because:

  The response does not pertain to our installation. 
  

  ?Thank you for your response.  I realize that the above explanation sounds plausible, however, it didnt happen with my installation.  Perhaps, this happened with someone elses project but not ours.  
  
  #1) there was never a conversation regarding delaying the installation or bringing in more labor.  I imagine I would have been fine either way, however, being a business woman, I would have asked about cost difference and would have had the invoice changed to reflect the difference between supplies (scaffolding) and labor.  This conversation never occurred.  
  
  2)  No additional labor arrived. Two installers arrived at the start of the day and throughout the day there were only the two.
  
  I know this because it was very cold on this day.  I made hot chocolate every two to three hours for everyone on the grounds.  I would go outside and count and it was always the same two employees.  I distributed 4 rounds of 2 hot chocolates on the first day and two rounds of two on the second day.  
  
  I appreciate the response however, the situation described does not reflect what happened on our site and I believe you may have confused the situation with another project.  I again ask for the cost of scaffolding to please be removed.  
  
  We have purchased a whole house of 50 windows from Pella in the past for another home and we still have windows we want to replace in this home.  This project was completed by a two person team and no scaffolding was required.  I ask again, please remove this line item.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/22/2024

  We have reviewed the further information internally and have been in contact with the customer to offer them a credit. This is being handled directly between the customer and the company.

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21100485
  
  I am rejecting this response because:
  The resolution provided by the company has not happened.  I have not been contacted by the company regarding this issue.  I have not received notification of a credit on my outstanding balance.  It is my hope that all remaining work will be completed on March 5th (four months after initial installation) and that the final bill will include the credit for the scaffolding that was not used on my project.  
  

  Unfortunately, until I receive notification of the companys stated intention I cannot accept their resolution.

  Sincerely,
  
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