Business Profile

Producers

Pella Corporation

Headquarters

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Complaints

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

Customer Complaints Summary

245 total complaints in the last 3 years.
56 complaints closed in the last 12 months.

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Submit a Complaint

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:12/08/2023
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.
Pella Windows Ordered 06/20/23 installed 11/15-18/23 & 11/28/23 Dispute: Paid top dollar for top quality service from Pella Windows, in which they boast about, and received subpar service. Can and will explain in full detail of subpar service.Spoke with install manager, ****, about what was going on and advised we needed to come to a resolution. **** showed up on 11/28/23 for about 3-5 mins to say sorry, shake my hand and leave. Honestly felt more like he was patronizing me and hoping I would let this incident go. The resolution I spoke to **** about was Pella advertising a painless experience but, painless this was not. I advised that I only pay for the service I got not the service I already paid for. I'm happy to pay the amount I agreed to if I got the service I was promised. Pella fell very short of what they advised they would provide. Issues range from lack of communication, no communication, late to job, not enough crew to do the job, not replacing all rotten wood and or not putting it back right, pulling guys from a job that is already behind, loaning tools so workers could work and more.
Business Response
Date: 12/08/2023
RE: BBB ID # ********, *********************

Dear ********************:

Thank you for your correspondence. I am writing to follow up with Mr. ******* concerns regarding his experience and his desire for a billing adjustment/refund.

As the manufacturer, Pella Corporation provides our products to the local distributors. These locations are responsible for addressing all sales and installation concerns generated by their team and/or warranty related concerns for their customers. This includes requests for billing adjustments and/or refunds due to an unsatisfactory experience. As such, Pella Corporation is not a party to the purchase agreement between the customer and ********************** Windows & Doors of **********, ********. We are unable to assist with Mr. ******* request for a billing adjustment.

Pella Corporation would support the determination made by the local distributor related to billing adjustment and/or refund requests.

Should **************** have any further questions or concerns, we encourage him to continue communications with the local branch as they are in the best position to assist him. They can be reached at **************.

Thank you for the opportunity to review this matter.

******************************************************
Customer *********************************** Specialist
Pella Corporation

Customer Answer
Date: 12/09/2023

Complaint: 20976179

I am rejecting this response because:
They present themselves as Pella Windows, not as an identify that acts outside the scope of Pella. Being a representative of Pella, I feel Pella has an obligation to become in involved to insure resolution happens and not try an insulate themselves from this situation. None of my communication in the process of getting my windows was I under the impression or given the impression that I wasnt dealing with Pella directly besides contracted installers that represent Pella. I chose Pella because of the reputation of quality windows and work. I would think Pella would want to be involved and not pass this situation on considering they do not hold up to your standards.

Sincerely,

*********************
Business Response
Date: 12/12/2023
RE:BBB ID # ********, *********************

Dear ********************:

Thank you for your correspondence. I am writing again to follow up with Mr. ******* concerns regarding his request for a billing adjustment/refund.

As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. As such, Pella Corporation was not a party to the purchase agreement between **************** and Pella Windows & Doors of **********, ********, so we did not receive payment from the customer for his purchase.

********************** Windows & Doors of **********, ******** is responsible for addressing all sales and installation concerns generated by their team, and/or warranty related concerns for their customers. This includes any requests for a billing adjustment/refund.

As previously stated, Pella Corporation would support any determination made by Pella Windows & Doors of **********, ******** related to any billing adjustments and/or refunds.

Should **************** have any further questions or concerns, we encourage him to continue communications with the local branch as they are in the best position to assist him. They can be reached at **************.

Thank you again for the opportunity to review this matter.

************************************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:12/05/2023
Type:Order 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.
Date of Transaction: 22 SEP 2022 Amount Paid: $13,625.00 which is one half of the total. What they committed to provide: Install two sets of quadruple doors onto back patio. Nature of dispute: Install date was over six months after contract signing on 29 MAR 2023. Two doors were installed backwards. They are still installed backwards as of this date 5 DEC 2023. There is a list of other issues that I have emailed to the company. That email will be attached to this. The building inspection has not been completed. Invoice# ****** ** I will upload a copy of my most recent email to Pella that outlines a little more information concerning the project. I have not heard back from Pella and it has been almost 3 weeks.
Business Response
Date: 12/08/2023
December 8, 2023

*************************
Better Business Bureau
*******************************************************************

RE: ID # ******** *****************************

Dear ********************:

Thank you for your recent correspondence. I am writing to follow up with Mr.******** concerns.

I contacted the local management team. Mr. ************************** the Operations Manager for Pella Windows and Doors of *******, has advised that the customer has been contacted and an on-site inspection is scheduled for December 14, 2023. During this inspection, their team will put together a resolution plan for any open items on this project.

Should ****************** have any further questions or concerns, we encourage him to continue communications with the local branch as they are in the best position to assist him. They can be reached at **************.

Thank you for the opportunity to review this matter.

Sincerely,

*************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:11/30/2023
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.
On April 6 2019 Pella agreed to install a window. Pella installed two defective window panes but a third pane that seemed acceptable. However the wood on the window began to fade. On February 22 2023 I was informed Pella would create a work order to install another window pane and repair the faded wood. After not hearing from Pella for five months I filed a complaint with the BBB (#********). On July 28 2023 Pella informed me that Pella had lost the original work order but Pella would now would install another window pane and repair the faded wood. On September 13 2023 Pella installed yet another unacceptable window pane but said they would return with an acceptable pane. On October 31 2023 Pella installed an acceptable window pane. On October 2 2023 Pella sent a technician to my house to repair the the wood but the technician was not prepared for that large a job so left. In October 31 2023 Pella informed me of Pella's repair plan by telephone. I informed Pella that the repair plan did not cover all the wood that needing repair. Pella said they wood check into this and get back to me later in that week. It has been a month and a half now and I still haven't heard from Pella and it appears the same thing is happening again. I would like some help in getting Pella to move on this.
Business Response
Date: 11/30/2023
RE: *************************** BBB ID #********

Dear ********************:

Thank you for your recent email. I am writing to follow up on the concerns that ********************** has presented regarding his Architect Series window.

Upon receipt of your email, I contacted the local management team. ***********************, the service manager for Pella Northland, advised that she has contacted the customer through a phone call today, November 30, and has agreed upon the next steps for this project. ************** indicated that the resolution plan entails replacing the right-hand side of the side jambs and the veneer on top of the seat board. She stated that the service team would further confirm the scope of work with ********************** with some photos of his window, to be communicated via email, before finalizing the repair plan.

************** also stated that she had called the customer to confirm that all of his concerns had been addressed by the resolution plan, and the customer agreed. All parties are re-engaged to move toward resolution for the customers window.

If ********************** 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 ***************************** Specialist
Pella Corporation
Initial Complaint
Date:11/21/2023
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.
The handle with the door lock on my sliding glass patio door broke more than a month ago. After many attempts, I finally received an email which claimed to have a contract which I should sign and return with payment. There was nothing there. I want to the local retail store on 11/15/23, where I received assistance from a wonderful employee m, who obtained a copy for me to sign and accepted my payment of $394.03, and printed a receipt.Despite all of this, I have yet to have service scheduled.
Business Response
Date: 11/27/2023
November 27, 2023

*************************
Better Business Bureau
*******************************
**********, ** 50310

RE: *********************** BBB ID # ********

Dear ********************:

Thank you for your recent email. I am writing to follow up on the concerns that ************ has presented regarding her service experience.

Upon receipt of your email, I contacted the local management team. They have informed me that ************ received a phone call on November 22 and that she was provided with an ETA for the parts, as well as a scheduled appointment for replacement.

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 ***************************** Specialist
Pella Corporation
Initial Complaint
Date:11/17/2023
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 replaced some of our Pella windows and doors because of a hail damage. The exterior French door hardware began to deteriorate after a few years. The antique bronze finish is gone and it's now caulk white. **************** has said it is not under warranty because the handles are still functioning, This is an expensive house and we paid $228,000.00 for the new windows. The hardware should not loose it's finish, this is not a quality product.
Customer Answer
Date: 12/04/2023
The French door exterior handles have detoxified and have lost their finish. They need to be replaced.
Business Response
Date: 12/07/2023
December 7, 2023

*************************
Better Business Bureau
*******************************************************************

RE: ID #******** *********************

Dear ********************:

Thank you for your recent email. I am writing to follow up on the concerns that ************** has presented regarding his Architect Series outswing French door.

The limited warranty for wood products provides coverage for 10 years if the defect significantly impairs the operation and function of the Pella Wood product. The warranty does not cover the hardware finish. Please review the Disclaimers what this limited warranty does not cover section of our written warranty.

Our records indicate that ************** communicated with ***********************, a service coordinator for Mountain View Pella, who provided him with a quote for the replacement handle sets and labor to replace. She also provided a 10% discount on the quote as a goodwill gesture.

Pella Corporation is unable to provide replacement product and labor at no cost to **************, as the operation and function of the hardware are not affected by the fading of the hardware finish. However, Mountain View Pella is still prepared to offer the 10% discount previously offered to him.

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
Customer Answer
Date: 12/07/2023

Complaint: 20886849

I am rejecting this response because: 1. I replaced these doors at a cost of $228,000. and with in a few years the handles finish has detoxified. The original handles were perfect after 10 years so I would have to conclude that the product is defective!! A defective item should be covered by a warranty. My other point is that I originally paid Pella over $400,000.00 for the windows when I built my house because I was promised I would be satisfied with their windows. Well I'm not satisfied and will continue to tell this story about Pella very unacceptable customer service.

Sincerely,

*********************
Business Response
Date: 12/08/2023
RE: ID # ******** *********************

Dear ********************:
Thank you for your correspondence. I am writing again to follow up with **************** concerns.
Pella Corporations position remains unchanged from the response previously provided on December 7, 2023. This is Pella Corporations final response to this specific complaint.
Should ************** have any outstanding questions or concerns, we encourage him to communicate with the local branch as they are in the best position to assist him. They can be reached at **************.
Thank you for the opportunity to review this matter.
Sincerely,

*************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
Date:11/15/2023
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.
9 years ago we had replacement windows installed throughout the entire house. The windows were purchased and installed directly through Pella. When we noticed staining around the windows, we had a stucco inspection done to see if there was moisture behind the windows and stucco. The inspection showed moisture and after the stucco people began to remove the stucco, we saw that the replacement windows been installed incorrectly leading to leaking around all then windows. Attached are pictures of just one window where the aluminum framing was removed to show the damage. After having several contractors look at the windows, We now have to replace all of these windows. I've called Pella and they sent someone out who took pictures of the damaged areas. They have now said they are passing this on to their insurance company. That was two weeks ago. I have heard nothing. I have not been able to speak to anyone above the installation manager. they just don't care.
Business Response
Date: 11/16/2023
November 16, 2023

*****************
*************************************;
*********** ** ** 08003-5123

RE: ************************* BBB ID #********

Dear ********************:

Thank you for your recent email. I am writing to follow up on the concerns that *************** has presented regarding the water infiltration concerns in his windows affecting the stucco.

Upon receipt of your email, I contacted the local management team. ***************************,the General Manager for the Gunton Corporation, indicated that since the complaint was submitted, the installation manager has been in contact with **************** as recently as November 15, 2023.

**************** stated that they are actively engaging with *************** regarding his concerns. His damage claim exceeds the teams ability to repair the situation and are exploring options with the customer. **************** informed them that he has other contractors looking at the work required.

If the customer has additional questions, we encourage him to continue communication with the store as they are in the best position to assist. The sales team can be reached by calling ************.

Thank you for the opportunity to address this matter.

Sincerely,

*************************
Customer ***************************** Specialist
Pella Corporation
Customer Answer
Date: 11/17/2023

Complaint: 20871584

I am rejecting this response because:
My initial call to Pella about this issue was Nov.7, 2023. I was them contacted by an intallation manager in **********, **. who sent someont to take pictures of the damage. I was told that he was contacting their insurance company to handle it. After not hearing from anyone for a week, I conatacted the installation mangaer (*********************) again who told me it was out of his hands and the insurance company would contact me. Still nothing. My most recent communicatuion with **************** was on Nov. 15, 2023. Still nothing from the insurance company. I asked to be forwarded his communications with their insurance company and was told he could not do that. I asked for some type of contact information for the insurance company and was told he could not provide me that. As of today, We still have not hears anything. Upon my request, ion Nov. 15 I asked him to send me an e-mail stating what he had done. The e-mail did not contain any information other than that he had contacted the insurance copmpany:
"Hi ****************,

Per our conversation earlier today, I am sending this email to you as written confirmation that we have filed a claim with our insurance company for the repairs necessary at your house. We have reached out to the insurance company again today to obtain a claim number for you to reference, but we have not heard back as of yet. As soon as I have any more information for you, I will contact you immediately. Thank you."
It seeems unacceptable that the insurance company has not responded in this periodm of time.

Sincerely,

*************************
Business Response
Date: 11/22/2023
November 22, 2023

*************************
Better Business Bureau
*******************************
**********, ** 50310

RE: ***************** BBB ID #********

Dear ********************:

Thank you for your recent correspondence. I am writing again to follow up with *************** concerns and claim that the insurance company is taking too long to make contact.

Please note that I have communicated again with ***************************, the General Manager with Pella Window & ************* He indicated that the insurance adjusters information was sent to **************** on November 21, 2023.

As this matter has been turned over to the insurance company for Pella Window & ************* should he have any further questions, we encourage *************** to continue communications with them directly. Pella Corporation is not affiliated with the distributors insurance company or insurance related matters.

Thank you for the opportunity to review this matter.

Sincerely,

*************************
Customer ****************************** Specialist
Pella Corporation
Initial Complaint
Date:11/14/2023
Type:Delivery 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 whole house windows and doors through this company and paid a significant deposit in order to get a discounted rate. My order was delayed for almost a year.And to this day I still have not received my complete order.The agreement I made with Pella was for three payments and we have kept our end of the bargain, paying each part on time and in full.At this point, Pella owes us parts, pieces and install of one window and multiple cranks.They have started relentlessly harrassing us to pay the third and final installment of our bill, without completing the work.I have emailed and called after every attempt, restating that we will not pay until the work is complete. They just continue to mail bills, send emails and call regarding wanting us to pay.Every time I actually reach a human when I call (not an easy task, they have a very obstructionary system for calling in) they will not transfer me to whoever signed their name on the bill, or email, and they say all they can do is take a message and leave a note in my file. I have stated every time that we will not pay the final installment until our order has been completed.Then they just send the next bill demanding payment, or the next email demanding payment.
Business Response
Date: 11/29/2023
RE ID # ******** *********************

Dear ********************:

Thank you for your recent correspondence. I am writing to follow up with the concerns presented regarding Ms. ***** incomplete installation.

I contacted the local management team. ***************************, the Retail Install Supervisor with Pella Windows and Doors of *****, **, indicated that he spoke with her husband on November 15, 2023. It is my understanding that the customers installation was scheduled to be completed on November 27, 2023.

Should ************ have any further questions or concerns, we encourage her to continue communications with the local team as they are in the best position to assist her. They can be reached at **************.

Thank you for the opportunity to review this matter.

**********************************************************
Customer ***************************** Specialist
Pella Corporation
Customer Answer
Date: 11/30/2023

Complaint: 20868249

I am rejecting this response because:
my complain was not solely made in order to pressure Pella to *finally* after almost two years complete my job- my complaint was also filed due to the exagerated amount of time it took to get the job even near to completion, the near impossibility of getting anyone on the phone at pella (which us why their offering the local number is *beyond* laughable and insulting, and the utter incompetence of the employees we were subjected to interacting with over the past two years dealing with this embarrassment of a company.
This response just further exemplifies the issues at Pella. No responsibility taken.

Sincerely,

*********************
Business Response
Date: 12/04/2023
RE ID # ******** *********************

Dear ********************:

Thank you for your recent correspondence. I am writing as a follow-up to Ms. ***** rebuttal to our prior response.

If possible, please get clarification from ************ as to what she is specifically requesting from Pella Corporation at this point in time. If the customer is requesting that ********************** ***** her desire to not pay the final installment, that is not something we can do.

As Pella Corporation was not a party to the purchase agreement between the customer and ********************** Windows and Doors of *****, the customer did not make payments directly to our business for her Pella products. Because of this, ************ would need to continue to work with Pella Windows and Doors of ***** regarding her payment schedule. They can be reached at **************.

Thank you again for the opportunity to review this matter.

**********************************************************
Customer ***************************** Specialist
Pella Corporation

Customer Answer
Date: 12/04/2023

Complaint: 20868249

I am rejecting this response because:
I never requested financial compensation. I want a formal admittance of fault. I want full accountability taken from Pella that the experience I had with their company was *wrong* and was terrible customer service. I want admittance of fault in writing, and I listed out what went wrong and why it was unacceptable. I want an audit of my experience and I want *Pella* not the local office alone, but Pella corp, to apologize for the entire debaucle.
Sincerely,

*********************
Initial Complaint
Date:11/14/2023
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.
-Purchase date: 12/22 -Amount: $14,000 loan -Remove old ***************** eight new windows on 5/23 -Final job is still not completed, inspection failed, numerous problems, windows, screens, locks, sashes, etc. dont function as they should, defective parts, no completion date in sight, lack of communication -Business has not tried to resolve the issues in a timely manner, ************************ service is poor, not returning phone calls, emails, etc., it will be over a year since signing the contract
Business Response
Date: 11/21/2023
RE: ID # ******** *************************

Dear ********************:

Thank you for your recent correspondence. I am writing to follow up with ********************** concerns regarding her incomplete installation, and a long wait for resolving her final concerns and installing the last of her screens.

I contacted the local management team. Mr. ************************** the Operations Manager for Pella Windows and Doors of *******, has confirmed that the customer is scheduled for installation of the final hidden screens on December 11, 2023. This should complete the list of open items for this project. Please understand we are aware there was a delay in manufacturing involving components of the screens, and for that we sincerely apologize.

Should ********************** have any further questions or outstanding concerns, we encourage her to continue communications with the local branch as they are in the best position to assist her. They are in the best position to assist her. They can be reached at **************.

Thank you for the opportunity to review this matter.

Sincerely,

*************************
Customer ***************************** Specialist
Pella Corporation

Customer Answer
Date: 11/21/2023

Complaint: 20866238

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 11/22/2023
First of all, it's Mr. not Ms. *** scheduled work to be done on 12/11 is incorrect.
-Purchase date: 12/22 -Amount: $14,000 loan -Remove old windows & Install eight new windows on 5/23 -Final job is still not completed, inspection failed, numerous problems, windows, screens, locks, sashes, etc. dont function as they should, defective parts, no completion date in sight, lack of communication -Business has not tried to resolve the issues in a timely manner, communication & customer service is poor, not returning phone calls, emails, etc., it will be over a year since signing the contract.
Business Response
Date: 11/30/2023
November 30, 2023

*************************
Better Business Bureau
*******************************************************************

RE: ID # ******** *************************

Dear ********************:

I am writing again to follow up with ********************** concerns regarding incomplete installation and delay in a resolution to address his concerns.

We sincerely apologize for the miscommunication; we responded with the information with which were initially provided, as the local distributor manages their own service scheduling.

I have since received the following information: On November 27, ********************** was contacted by the local service team and confirmed several service appointments.

December 7: Reset the product from line 35 and install the screen. Arrival time 9-11am.
December 8: Final Inspection with ***************. Arrival time 8am-5pm. Confirmation #******-04
December 12: Post Inspection with Pella Field Specialist to add s**** plugs and final walkthrough. Arrival time 3-5pm.

Should ********************** have any further questions or concerns, we encourage him to continue communications with the local branch as they are in the best position to assist him. They can be reached at **************.

Thank you for the opportunity to review this matter.

Sincerely,

*************************
Customer ***************************** Specialist
Pella Corporation
Business Response
Date: 12/01/2023
November 30, 2023

*************************
Better Business Bureau
*******************************************************************

RE: ID # ******** *************************

Dear ********************:

I am writing again to follow up with ********************** concerns regarding incomplete installation and delay in a resolution to address his concerns.

We sincerely apologize for the miscommunication; we responded with the information with which were initially provided, as the local distributor manages their own service scheduling.

I have since received the following information: On November 27, ********************** was contacted by the local service team and confirmed several service appointments.

December 7: Reset the product from line 35 and install the screen. Arrival time 9-11am.
December 8: Final Inspection with ***************. Arrival time 8am-5pm. Confirmation #******-04
December 12: Post Inspection with Pella Field Specialist to add s**** plugs and final walkthrough. Arrival time 3-5pm.

Should ********************** have any further questions or concerns, we encourage him to continue communications with the local branch as they are in the best position to assist him. They can be reached at **************.

Thank you for the opportunity to review this matter.

Sincerely,

*************************
Customer ***************************** Specialist
Pella Corporation
Initial Complaint
Date:11/06/2023
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.
In May I paid 50 % ($3997.00) deposit for French doors using a Reduced interest rate Discover check.InSeptember they were installed with numerous scratches and appeared different from what I originally ordered. I paid another 40% ($3197.00)at time of installation.To date Pella has not provided me with model number of my doors or any warranty info. I have reached out to *********** and project manager, several times and neither is responding.Meanwhile I stopped payment on last and final 10;% ($789.00) payment due to lack of warranty and billing mistakes caused by Pella to my Discover card account. They submitted my first check written in May ,a reduced annual rate check , in September . Because it was submitted by Pella so late, it was processed as a cash advance at 29% interest. They submitted my second check at same time as first check and it was processed correctly. Discover began charging me highest interest on first check immediately and when I got my statement I immediately contacted Pella to try and get them to exchange checks with me to correct mistake, but they refuse to do anything.My experience with Pella has been very disappointing and surprising. I thought they were a reputable company but the branch here in *******/ ***** seems unprofessional at best and possibly outright dishonest. I would like Pella to provide me with model number of my doors and associated warranty info .Once the information is submitted,Iwill give them another check for the last 10% minus any interest Discover has applied. I finally just paid off the cash advance balance to get the 29% interest fees to stop. That was not how I had hoped to structure the interest free payments originally offered by Discover.
Business Response
Date: 11/30/2023
November 30, 2023

*************************
Better Business Bureau
*******************************************************************

RE: ID # ******** *************************

Dear ********************:

Thank you for your recent email. I am writing to follow up on the concerns that **************** has presented regarding her Pella Entry Door order.

To date, I have not received a response from PWD-*******, LLC regarding the customers complaint. Since the sale of Pella products is handled by their team, they are responsible for addressing any sales-related concerns for their customers. As such, they would be the appropriate team to address ****************** concerns.

Pella Corporation does not utilize a model number system. The attributes of her Pella Entry Double Door would be listed on the purchase agreement she entered into with PWD-*******, LLC. Pella Corporation is not a party to that purchase agreement; therefore, I am unable to provide a copy of it. I can confirm the serial number for the door produced to fulfill her order is P0611539273. A copy of the applicable warranty for her Pella product purchase is included with this response.

If the customer has any additional questions or concerns, we encourage her to continue communication with the store as they are in the best position to assist her. The local sales team may be reached at ************.

Thank you for providing us with the opportunity to look into this matter.

******************************************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
Date:11/06/2023
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.
Spent about 75k or so to buy world ************* from what we thought was a leader in the industry for our dream home. 12 months after delivery transportation related damages are still not fixed. Dealing with Pella has been a nightmare. **************** is not a phrase they understand. We've literally called and asked to speak to a supervisor or manager and been told that someone would reach out within 48 hours to have no one call for weeks. When we told Pella that we may need to reach out to the BBB because there has been no resolution after almost a year from the initial claim the person on the other side of the phone said " oh, that's nice". We don't think it's nice at all. I would say buyer beware and avoid at all cost. Who cares what kind of warranty they offer if they will not provide the support when needed.
Business Response
Date: 11/07/2023
RE: ********************* BBB ID #********
Dear Mr. ********:
Thank you for your recent correspondence. I am writing to follow up with the concerns that were presented by this customer.
Upon further research, our team was unable to locate any information in any of our systems regarding an order for this customer based on the address that was provided. In order to further assist this customer, we respectfully request the customer provide the address at which these products are installed or intend to be installed.
Thank you for the opportunity to review this matter.
Sincerely,
*************************
Customer ***************************** Specialist
Pella Corporation
Customer Answer
Date: 11/07/2023

Complaint: 20830093

Windows were purchased in my wife's maiden name, *******************. The address is ****************** ******* ****** 96741

Sincerely,

*********************
Business Response
Date: 11/09/2023
RE: ID # ******** *********************

Dear ********************:

Thank you for your recent correspondence. I am writing to follow up with Mr. and Mrs. ****** concerns regarding their installation and service recovery experience.

I contacted the local management team. It is my understanding that ****************************************************** spoke with *************** on October 19, 2023, and confirmed a service date of November 28, 2023. This date cannot be improved upon due to the lead time for receiving the ordered product from the manufacturing facility, as well as the container shipment process for it to be delivered to the installation address.

Pella Corporation supports the position and/or direction provided by Pella Windows & Doors ****** & So. Cal., LLC to the customer, as they are responsible for coordinating and communicating final delivery information of Pella products.

Should Mr. and *************** have any further questions or concerns, we encourage them to continue communications with the local branch as they are in the best position to assist them. They can be reached at **************.

Thank you for the opportunity to review this matter.
************************************************
Customer ***************************** Specialist
Pella Corporation

Customer Answer
Date: 11/09/2023

Complaint: 20830093

I am rejecting this response because the total repair time is unacceptable and the lack of **************** or customer service is alarming. Calls and emails are often not returned at all or not within the timeline agreed upon. Pella hopefully records their ****** teams calls and should take the time to review those made by my wife and I. We were able to recieve our entire window order in a couple of months but the repair process has now taken 3 to 4x the amount of time. Once Pella got paid they forgot about us. Truly a sad way of doing business.

Sincerely,

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

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Pella Corporation is NOT a BBB Accredited Business.