Complaints

This profile includes complaints for Pella Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Pella Corporation

  102 Main Street Pella, IA 50219-2198

• 

  Pella Windows & Doors of South Burlington

  340 Dorset St Ste 3 South Burlington, VT 05403

• 

  Pella Windows & Doors, Inc.

  6546 Weatherfield Ct., Bldg. C, #1 Maumee, OH 43537

• 

  Pella Windows & Doors, Inc.

  451 W Dussel Dr Maumee, OH 43537

• 

  Pella Windows & Doors

  1077 Bright Rd Findlay, OH 45840

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:05/28/2025

  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.

  Pella has failed to provide an entry door free from defects. The first door that was installed and it was warped so a replacement was ordered. That replacement door was installed but it had a defect in the glass so another replacement was ordered. That replacement was also defective so it was never installed. Then another door was ordered and it was defective too and was not installed. I originally placed the order a year ago and the door has been reordered multiple times. Also, repeated inquiries to the company to get this situation resolved have gone unanswered.

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: BBB ID # ******** **** *******
  
  Dear *** ********************** you for your recent email. I am writing to follow up on the concerns that ********** has presented regarding his Pella Entry Door Original Order #*****Q038.
  
  Pella Corporation and Pella Windows & Doors of *************** continually strive to provide superior customer service. We very much regret the length of time it has taken to fully address the reported quality concerns with *** ************* and we sincerely apologize for the frustration this has caused.
  
  Upon receipt of your communication, I reviewed the photos related to reorder #***S32645Y that were sent on January *******. It is difficult to determine based on photos that do not include a reliable reference object to gauge the dimensions of glazing imperfections.However, it is possible that the imperfections that appear to be pointed to are either at or below the allowable measurement tolerance range established for linear and point blemishes by both the Insulating Glass Manufactures Alliance,(IGMA) and Fenestration & ************************* (****), when viewed at the specified viewing parameters that the industry adheres to.
  
  The following are the home inspection instructions:
       - Thoroughly clean the glass on both sides with glass cleaner.
       - Stand ************************* front of the glass (90 to the surface).
       - The glass should be illuminated with daylight, but not direct sun.
       - If an issue or blemish is readily apparent, measure the size of the blemish.
       - Contact the manufacturer if the blemish is noticeable and is outside the following limits.
  
  Point blemishes are dirt, debris, residue, pinholes, spots, fingerprints,etc., and are allowable if readily seen at a 10 ft, 90-degree angle from the glass surface if they measure 1/16 or smaller, and are a minimum of 24 apart from other blemishes.
  
  Linear blemishes are scratches, rubs, marks, etc., and are allowable if readily seen at a 10 ft, 90-degree angle from the glass surface, if they measure 3 or smaller, and are also at a minimum of 24 apart from other blemishes.
  
  That being said, Pella Corporation understands *** *******'concerns that the original door and subsequent replacements have been related to more than just insulating glass appearances. We encourage the customer to contact his local ********************** distributor, Pella Windows & Doors of ***************, directly to further address his concerns, as they are in the best position to assist him if he would like a solid panel door as a replacement.They can be reached directly by calling ************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ***** *******
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:05/15/2025

  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.

  To summarize: On April 3, installation of 10 windows began. Only five were installed due to scheduling conflicts. Upon initial inspection that evening, we identified multiple defects (Doc. #2), including poorly applied caulking and foam (Doc. #3) incomplete, uneven, and in some areas, entirely absent, as well as damage to the *** / Thermoplastic Spacers inside the installed windows - gashes that appear to have originated before shipment, not during installation. These defects were promptly reported to **** **** (Pella Sales **** on the evening of April 3. The installers returned on April 4 and acknowledged the deficiencies. However, they had failed to disclose the visible damage prior to our identifying it. Upon inspecting the remaining windows (prior to installation), we discovered the same *** damage and halted further work due to concerns over product integrity and potential safety issues. *******, the local installation contractor, declined to inspect the work himself and demonstrated no urgency or accountability. On April 8, **** **** and the ******. technical expert ******* confirmed the *** damage and expressed surprise that the units had passed factory quality control. We were told the matter would be escalated, but no clear or actionable follow-up has been received. Despite further outreach, including direct correspondence with *** ***** (CEO), no concrete resolution has been communicated to us.The Pella Sth. *************** are all in agreement with us, our windows are not what was shown, the inner seals are deficient. Pella corp. keep saying to them "the *** seal is within Industry standard" aka/ they pass.3 key items - the none ***** sales sample photos / the ***** video / the ***** ***** video The sales samples are a misrepresentation.We're asking for non-gouged windws to be installed / replaced - the 5 installed windows and the 5 sitting on our backyard.

  Business Response

  Date: 05/20/2025

  RE:ID # ******** **** ********
  
  Dear Mr. ********************** you for contacting Pella Corporation. I am writing to follow up with the concerns presented by Mr. **** ******** regarding his product experience with his Pella Impervia windows.
  
  As Mr. ******** may be aware, the warranty for Pella Impervia products provides the original purchaser with a limited lifetime warranty for ******** material, which makes up the rectangular frame, sash or panel parts of Pella Impervia window and door products, a transferable 20-year for the glass seal, and a labor warranty for the first two years from the date of sale.
  
  I contacted the local management team to make them aware of the complaint. ************** Operations Manager with ************, advised that the concerns presented are unrelated to any product defect, the product in question is not damaged, and the complaint from the customer is regarding his dissatisfaction with the spacer bar material used in the insulated glass unit between the panes of glass. It is my understanding that Mr. **** and his team have communicated with the Pella Corporate engineering and product teams, and have received confirmation that the customers product is acceptable, is not defective, and is considered within quality and industry standards. This has been relayed to the customer appropriately.
  
  While the Mr. ******** cites inner seals are defincient, it is important to note that the published Pella warranty states that the term defect specifically means a defect in material or workmanship that significantly impair their proper operation and function. As the concern at hand does not impair operation, function, or performance, the customers concern is aesthetic in nature, and therefore not covered by the warranty terms.
  
  As the manufacturer, we do publish all required information about the products we produce, such as perfomance ratings, but that information may not cover potential aesthetic concerns that do not impact the fit and functionality of the product, like the spacer bar material or how it may vary depending on the window type. Pella Corporation is unable to comment on what may or may not have been communicated to consumer during the initial sales process as we are not a party to that conversation.
  
  If Mr. ******** does still have any ongoing installation-related concerns unrelated to the spacer bar material used in manufacturing, we recommend that he resume communicating with PWD-******** directly. ************ is in the best position to speak to the installation, as Pella Corporation does not provide installation services or warrant said installation services being that we are only the manufacturer of the product.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23323545
  
  I am rejecting this response because:

  As outlined in the attached documentation, (**** **** ******** sales samples / ***** *** application images / ***** ***** *** presentation photos) the diagonal *** seals consistently exhibit a clean and uniform finish. Furthermore, in Mr. ****** video, he references the *** Joint, stating it provides maximum gas tightness, reinforcing the importance of seal integrity in these installations.
  
  During the sales consultation, Pella representative (**** **** ********* presented physical samples (also attached) that clearly reflect this clean diagonal seal standard. The additional documentation from independent industry sources (***** and ***** *****) corroborates this consistent, clean finish as the industry standard and expected product outcome.
  
  However,the five installed windows at our residence, along with the five uninstalled units (which have now remained in our backyard for over seven weeks) all show a visibly gouged and inconsistent diagonal seal. This variance raises legitimate concerns regarding the integrity of the gas seal and whether the performance of these windows aligns with the representations made during the sales process. We believe this discrepancy constitutes a material deviation / a misrepresentation from what was presented and reasonably expected.
  
  We are not requesting a refund. Our intent is simply to have the ten affected windows repaired to meet the specifications and quality demonstrated at the time of sale.

  Business Response

  Date: 05/27/2025

  RE:ID # ******** **** ********
  
  Dear Mr. ********************** you for your additional communication.
  
  Pella Corporations response remains unchanged since the communication sent on May 20th. Pella Corporation is unable to comment on what may or may not have been communicated to consumers during the initial sales process as we are not a party to that conversation, nor the sales contract.
  
  As previously stated, while *********** cites inner seals are defincient, the published Pella warranty states that the term defect specifically means a defect in material or workmanship that significantly impair their proper operation and function of the product. As the concern of the varying spacer bar material does not impair operation, function or performance, the customers concern is aesthetic in nature, and therefore not covered by the warranty terms.
  
  Pella Corporation does not employ service technicians to travel to jobsites for inspection purposes; we rely on the expertise of the local team, who are experienced and familiar with the design of Pella products, to assess any customer concerns. The local team has confirmed that the concerns presented are unrelated to a product defect and are specifically regarding opinions about the aesthetics of the spacer bar materials used by Pella Corporation during the manufacturing process.
  
  Mr. ******** will need to work directly with his point of purchase, as previously stated, to continue discussions regarding this specific complaint, as it does not pertain to the published warranty.
  
  Respectfully, this is Pella Corporations final response in this sales related matter.
  
  Thank you again for the opportunity to review this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:05/09/2025

  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.

  I ordered ***lacement window sashes and requested the bottom window glides/shoes. Upon placing this order and paying for it I was told they would be with the windows when they arrived. They were not and now I'm being told they are only available if I purchase the whole hinge kit. This adds up to a lot of money; I would not have ordered these windows if i had to spend $800+ more for this. Sales *** was very misleading when taking our order.

  Business Response

  Date: 05/13/2025

  RE: ID # ******** **** ******
  
  Dear Mr. ********************** you for contacting Pella Corporation. I am writing to follow up with the concerns presented by Mr. **** ****** regarding his service experience.
  
  As he may be aware,the warranty for wood products purchased between October 1996 and February ******, provides coverage for *********************** material and workmanship; a 20-year warranty for premature failure of the glass seal; and labor charges for service are covered for the first two years from the date of purchase.
  
  Upon receipt of these concerns, I contacted the local management team. *********** ****,Service Manager with Ver Halen, ***** advised me that it does sound like there was some miscommunication during the quoting of the replacement sash, as replacement sashes must re-use existing hardware, and ordering a replacement sash does not include all new hardware. We regret to learn of this miscommunication and of the frustration that it caused Mr. *******
  
  The local team has since provided the customer with a quote for the replacement parts kit that is available for his window. While we understand that the customer wants a small part from within the package, rather than the entire hinge assembly, the parts requested are not available for purchase as loose parts. They are only offered in the kit that was quoted by the local team. The local team also checked their own technician inventory of parts, but they did not have any of the loose parts available to provide to the customer. Therefore, the only option to obtain those parts will be to purchase the provided quote.
  
  As the manufacturer,Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service of Pella products in Mr.Jensons area is provided by *************** This location is responsible for addressing all sales and installation concerns generated by their team and/or warranty related concerns for their customers.
  
  Should Mr. ****** wish to obtain the parts that he requested, he will need to work with Ver Halen, **** directly, to order the quote that he was previously provided.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 05/15/2025

   
  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.

  I've been contacted by ********** and they will resolve the issue.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/09/2025

  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.

  I ordered windows in January, they never produced them. It is almost June and I still dont have them.

  Business Response

  Date: 05/13/2025

  RE:ID # ******** **** ******
  
  Dear Mr. ********************** you for contacting Pella Corporation. I am writing to follow up with the concerns presented by Mr. **** ****** regarding his product experience.
  
  Pella Corporation continually strives to manufacture quality products and complement them with superior customer service. We very much regret to learn that we have fallen short of your expectations and apologize for the frustration this has caused.
  
  After receiving Mr. ******* concerns,I researched the customers order and learned that they purchased from ********************* store number 694. I located the original PO from January 2025,which was PO #********** and see that it shipped from our manufacturing plant on March 14, 2025. On April 16th, a Lowes store associate reported that there was a shipping discrepancy with the original PO, and we quickly booked the no-charge replacement order under PO #*********.
  
  The manufacturing lead time for the Impervia Fixed Direct Set products at the time the reorder was placed was four weeks, which does not include shipping time. As it stands today, the replacement product has completed production and is scheduled to ship on the next available shipment date, May 15th; this is aligned with our published lead times. While we apologize that the need to reorder caused frustration for Mr. ******* the product has been reordered and will arrive as quickly as possible following shipment.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated retailers, such as *******************. Those retailers are responsible for ordering product,monitoring estimated time of arrival details, scheduling, receiving and inspecting each shipment, and communicating status updates with their customers. As such, we encourage Mr. ****** to communicate directly with their point of purchase, ********************* should they have any further questions about their order, as they are in the best position to assist the customer.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:05/05/2025

  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.

  Pella Corporation Corporate engagement Team CASE #: ******** I have a failed thermapane in one of my many Pella windows that I requested replacement for, within the 20 year warranty period. I began the request in March of 2025 and after many telephone calls, texts and emails with photos, Unit codes and serial #s to **********************, I was finally told on April 14 that the unit code shows March 2005 as the date of production and the warranty would have just expired. I pointed out I began the request within the warranty period and I believe this item should be replaced as Pella has already determined it is failed glass. I have all the original documentation for this purchase and sent it all to Pella. The last correspondence was April 16 and my case was sent for yet another additional review by the "higher channel team to confirm and approve warranty or not. Please anticipate a turnaround of a couple business days". I have not heard from them and have been unable to reach them. This has been the most frustrating attempt I have ever had to resolve an issue. I have been a Pella customer since 1990 when I first dealt with ******** Windows and Doors in ********** NY as I was a neighbor of *** *******, one of the owners. I had provided every piece of documentation Pella has requested and I believe they should cover this replacement. Thank you- ***** *****

  Business Response

  Date: 05/13/2025

  RE:ID # ******** ***** *****
  
  Dear Mr. ********************** you for contacting Pella Corporation. I am writing to follow up with the concerns presented by Ms. ***** ***** regarding her service and warranty experience.
  
  As she may be aware, the warranty for wood products purchased between October 1996 and February 9, 2017, provides coverage for *********************** material and workmanship; a 20-year warranty for premature failure of the glass seal; and labor charges for service are covered for the first two years from the date of purchase.
  
  I contacted the local distributor,******** Door & Window Sales, who has advised that they have reestablished contact with Ms. ***** directly. Ms. ***** is attempting to locate the original purchase agreement to provide to the leadership team from ******** Door &Window Sales so that they can verify if the product would have been reported as defective within the warranty period, as required by the published warranty terms.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service of Pella products in Ms. ****** area is provided by ******** Door & Window Sales. This location is responsible for addressing all sales and installation concerns generated by their team and/or warranty related concerns for their customers. Therefore, we recommend that ******** continue to communicate with the branch directly as they are in the best position to assist her. They can be reached directly by calling **************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

• Initial Complaint

  Date:04/28/2025

  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.

  Had 3 Pella windows installed last month. Two are 3 x 6 and one is 6 x 6. One window already is broken twice from just mowing our lawn. I have cheap windows installed over 20 years ago that have never broken from being mowed around. Is the quality of the glass so poor that it can't take a small pebble hitting it. We have an estimate of 1350 to come out and replace. I am throughly disgusted to have spent the amount we did for the 3 windows only to find that they didn't even last a month.

  Business Response

  Date: 05/07/2025

  May 7, 2025
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** **** *****
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that **** ***** has presented regarding their Pella Lifestyle Series windows.
  
  The warranty for wood products purchased after February 9, 2017, provides the original purchaser with limited lifetime coverage for premature failure of the glass seal and frame; a 10-year warranty for non-glass materials; and labor charges for service are covered for the first two years from the date of purchase. Warranty information for all Pella products is available online at **********************************************************.
  
  As the customer may already be aware, the published applicable warranty for all Pella products has a disclaimer section, outlining what this limited warranty does not cover. The terms related to this situation state that The following are not considered defects in materials or workmanship under this Limited Warranty, and Pella is not responsible for or makes no warranty as to: 1) Product failure, loss or damage due to: Accidents,including glass breakage not the fault of Pella As such, Pella Corporation is unable to provide replacement product and labor at no cost to the customer since the glass breakage was accidental in the field and not caused by a defect in the product. If the customer wishes to proceed with purchasing replacement parts for this issue, we recommend that they continue to work directly with the local service department, Pella Products of Arkansas & ********, as their business is responsible for quoting and ordering service parts in the customers area.
  
  Upon researching the attributes of the products originally purchased, it appears that the customer purchased windows with annealed glass.Should the customer wish to discuss other options with the local service team before finalizing a purchase, they may want to investigate the possibility of changing to Tempered Glass. As outlined on the Pella website and other fenestration businesses, Tempered Glass is four times stronger than Annealed glass, so the customer may find this glass strength a more suitable option.
  
  If the customer has any additional questions or concerns, the local service team may be reached at ************.
  
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:04/22/2025

  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.

  I am writing to formally file a complaint against Pella Windows due to their unacceptable customer service and failure to resolve an issue that began over two months ****** February, Pella installed a door at my home that arrived with a significant dent in it. Shockingly, the installers made no mention of the damage at the time of installationit was only acknowledged after I contacted them to report it.After bringing the issue to their attention, I was told that a replacement door would need to be ordered and would be installed on April 21. However, on the morning of April 21, I received a call stating the door was not yet ready because it still needed to be painted. Even more frustrating, they informed me that once it is ready, they are too busy with other jobs to schedule my installation.I requested to speak with a manager, but I was told that management was not available and, to this day, I have not received a follow-up call.This ongoing runaround is completely unacceptable. I have been more than patient, but the lack of communication, accountability, and urgency from Pella Windows is beyond frustrating. I expected better service from a company of their reputation, and I am extremely disappointed by how poorly this situation has been handled.I am seeking immediate resolution, including a firm installation date and contact from a member of management. I hope the Better Business Bureau can assist in holding Pella accountable for their lack of professionalism and failure to deliver on their commitments.

  Business Response

  Date: 04/23/2025

  RE:ID # ******** ******* *****
  
  Dear Mr. ********************** you for contacting Pella Corporation. I am writing to follow up with the concerns presented by Ms.******* ***** regarding her service experience.
  
  As Ms. ***** may be aware, the warranty purchased with her entry door in 2025 provides coverage for 20 years on insulated glass seal-failure, ten years on the remaining components and labor for the first two years after the date of sale. The warranty also provides coverage for a period of two years for the factory finish.
  
  I contacted the local management *******. ****** Annan, Internal Operations Manager for Pella Windows & Doors of Omaha & ******** advised that Ms. ***** has since been contacted and now has an appointment to replace the door panel scheduled for ***** 24th,2025.
  
  Should Ms. ***** have any further questions, we encourage her to continue communicating with the local branch as they are in the best position to assist her. They can be reached directly by calling **************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

• Initial Complaint

  Date:04/09/2025

  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 purchase a large order of Pella doors and windows. It took them 7 months to deliver, and from the beginning, one of the doors did not work correctly. We had several servicemen come to correct the problem. They never fixed it. Now that I am calling again for the 4th time, Pella tells me that the doors and windows are out of warranty and no longer covered, thus I have to pay for a $225 service call. I am asking for a refund on the door and/or a replacement door.

  Business Response

  Date: 04/16/2025

  RE: ID #******** ***** ************************************************** you for contacting Pella Corporation. I am writing to follow up with the concerns presented by Mr. ***** ***** regarding his product experience. 
  
  As Mr. ***** may be aware, Pella products carry a two-year labor warranty from the date of purchase. At this point, this portion of the warranty has expired. 
  
  After receiving Mr. ****** communication, I contacted the local management team at Pella Window and Door of ************* I have been advised that Mr. ***** has a scheduled appointment for April 23rd. The labor fee for this appointment has been waived as a customer service gesture. 
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service of Pella products in Mr. ****** area is provided by Pella Window and Door of ************* This location is responsible for addressing all sales and installation concerns generated by their team and/or warranty related concerns for their customers. This includes all scheduling and parts ordering. 
  
  Should Mr. ***** have any further questions or concerns, we encourage him to continue communications with the local service team as they are in the best position to assist him. They can be reached by calling **************.
  
  Thank you for the opportunity to review this matter. 
  
  Sincerely,
  
  ****** ******
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory as long as the door is repaired. 
  

  Ms. ****** ****** is correct, Pella claims to issue a two-year warranty. However, if it takes SEVEN months to receive the product, it is NOT a two-year warranty. That is a 17-month warranty, not 24. Under Federal Consumer Protection Laws, this is a federal violation for false advertising. In fact, there have been numerous class action lawsuits over companies with "warranties" exactly like this. If Ms. ****** would like me to challenge the warranty in court, I am more than willing to do so. 
  

  Also, Ms. ****** does not address the fact that this door has had issues from the beginning and has been "serviced" by a Pella representative 3 times. Each time, the door was not fixed. Therefore, it is an on-going issue with the door and has never been properly resolved. 
  

  Nevertheless, I appreciate Ms. ****** and ****** ******' efforts to resolve this issue. ****** ****** works at the local office (Pella Window and Door of ************* and has done an exceptional job. 
  

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

  
  

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising 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.

  Pella inaccurately advertises features for double-hung (DH) windows leading customers buy products that do not meet needs. The misleading information is on Pellas website and brochures, and provided by company ***s. ***** only finds out after purchase products dont operate as described.Hidden screens marketed for DH are more expensive. ** are also more expensive than SH. At installation I found the ********** is rendered immobile. (screens refunded, info still inaccurate)I checked prior to purchase. Pella materials and staff indicate that ***** designed for DH were available. There is no picture for Lifestyle but the description and pictures for other Pella lines still show WOCDs work for both sashes (installed on top sash) as do competitor options. The Pella showroom *** reassured prior to purchase that WOCDs work for DH - consistent Pella website and brochures. Only after window installation and months of excruciating back and forth I learn that Pella has WOCDs addressing lower sash only. Pella says there is no way to temporarily render the upper sash immobile. The only way is do it permanently reducing functionality. They refuse to provide information on how far glass goes into sash frame or help with other solutions. Pella refuses to take responsibility for misleading or reduced functionality. CS ***s routinely do not follow through on promised actions or even ***ly. They said I must go to point of purchase who refers me back to Pella Corporate as the providers of the misleading information and with technical knowledge. If I had accurate information prior to purchase (3/6/24, install 6/19/24), I would have used a competitor. Now I'm stuck. As 45% of windows also had manufacturing issues, was sent incorrect parts, and horrific communications I regret spending $15,000+ on Pella. They should stop mis***resenting products and act with integrity when issues are uncovered. Misleading page: ***************************************************************************************************************

  Business Response

  Date: 04/02/2025

  Mr. ********,

  Thank you for contacting Pella Corporation. 

  A *************** specialist is investigating the claims/requests presented by the claimant and we expect to have a full response sent within 5 business days.

  Sincerely, 

  *****
  Communications Associate

  Pella Corporation

  Business Response

  Date: 04/07/2025

  See attached response

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23128954
  
  I am rejecting this response because: I reject this response, as I am still stuck with windows that do not work for my needs. Pella staff said that if I install any aftermarket WOCD I will void my warranty. The only warranty-compliant option Pella offered is to immobilize the upper sash. I specifically sought double hung for various reasons, as I discussed, along with the ***** and screens, with Pella representatives prior to purchase. An acceptable resolution has not yet been offered. Options include: providing a warranty-compliant WOCD that work on both sashes, replacing the windows with other Pella windows that do provide the functionality or, worst case, refunding the entirety so that I must go through the hassle of replacing with other windows that will meet promised functionality.

  While I appreciate Pella taking the time to reply and acknowledging my frustration,  I do not recognize that Pella yet acknowledges that there are communication issues within Pella. Multiple Pella representatives as well as the printed materials indicated the functionality I sought would be available prior to purchase. The relevant Pella website pages continue to be inaccurate,though theyve known about these issues for over 7 months. The quote relating to WOCD functionality in the response is also not what is on the actual Pella materials, which contributes to misleading the customer.
  
  After 6 weeks of trying, I have been unable to successfully reach the appointed staff at point of *********** is Pella, not the point of purchase that provided, and continues to provide,the inaccurate information and warranty limits. The relevant statutes dictate this is ultimately Pellas responsibility to remedy. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/06/2025

  May 6, 2025
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: BBB ID #******** ***** ******
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up regarding the rejection by Ms. ****** of Pella Corporations response dated April 7, 2025, related to the concerns she has about the Pella product she purchased from Lowes,specifically order #*********.
  
  Upon receipt of her rejection, I again consulted with Pella Corporations engineering design and marketing teams and they agreed with my recommendation that ******************* Lifetime warranty would not be voided if she installed the after-market ****s to her Pella Lifestyle Series double-hung sashes if she followed the procedure to drill a 1/16 pilot hole at depth, and used a s**** no longer than 3/8 to attach the **** devices. We recommend Ms. ****** retain a copy of this written response within her records, if she ever needs to produce it to support a future warranty claim for her windows. It will also be documented within her customer account record at the ********************** level for reference, if needed.
  
  Regarding Ms. ******* statements about Pella Corporations printed materials, we respectfully dispute her claim that we did not acknowledge that our published marketing information does not clarify which **** and hidden screen options are available for specific product lines. As previously communicated, our marketing team is reviewing the current ******************** ******************** sections to identify and correct any potential gaps in information for both the optional **** and Hidden Screen features. However,this process will take time, to ensure all necessary revisions are identified across all product lines, with final revisions being applied only after the internal review of the *** sections has been completed. Again, Pella Corporations optional Hidden Screen is only available for the lower sash of Pellas Lifestyle Series double-hung products.
  
  To clarify, the specifications for ASTM F2090 section 3.1.9 are not something that Pella Corporation is required to publish for any product we produce. The intent of sharing that with Ms. ****** in the prior response was to explain that a **** is not required for upper sashes of any windows to meet that federal guideline.
  
  Finally, if Ms. ****** seeks a billing adjustment, we encourage her to contact her point of purchase, as they sold her Pella product and received her payment. They have established procedures to engage with the appropriate corporate contacts for their business if they require assistance or direction from Pella Corporation related to monetary compensation requests presented by their customers.
  
  Thank you for providing us this additional opportunity to address Ms. ******* concerns.
  
  Sincerely,
  
  ***** *******
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:03/26/2025

  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 have 6 double hung Pella windows installed in 97/98. Of the 12 panes total, 4 have literally dissolve in place. The wood has rotted away and the aluminum clad has fallen into the yard. From the pictures it is obvious that one window is sliding down in the frame because there is not enough of the window pane left to hold the glass in ******** date, I've replaced 2 panes via Pella service. I have been unsuccessful in attempting to get even a quote to replace 2 more (which are being held in place with duct tape) even though their service department did a Zoom visit and I gave them the dimensions. Without a quote, it is impossible to place an order! I've called corporate support to try to get a response and was told "we're very busy". Possibly because so many of their windows are failing !I was told that Pella has discontinued this product line and if we need to replace hardware, we're out of luck. Fortunately we only need to replace the wood and glass ... so far.

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ********* ***** BBB Complaint #********
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that ******** has presented regarding the lack of response he has received from his local Pella distributor.
  
  Pella Corporation and the local Pella distributor, ****************, continually strive to provide superior customer service. We very much regret to learn of the difficulties that Mr. ***** has experienced with his order, and we sincerely apologize for the frustration this has caused.
  
  Upon receipt of your communication. I contacted **************** to inform them of Mr. ***** most recent communication. Mr. *** *******, the Service Supervisor,advised that they are expediting the customers quote and will be contacting him as soon as possible.
  
  If the customer has any additional questions or concerns, the local service team may be reached at ************.
  
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
  
  ****** *******
  Customer Experience
  Case Management Specialist
  Pella Corporation