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 has 24 locations, listed below.

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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:11/01/2023

  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 ******* installed windows in my entire house in Feb 2021, it took until Sept 2021. In April of 2022 we noticed that some windows are not working correctly and we called to have them repaired. Pella has been working on and off on this situation since April 2022. In April 2022 they ordered a new sash for window. When it arrived in July 2022 it didn't fit. They realized the window was installed incorrectly. Then in Oct 2022 a manager came to my house to review all issues. Was told they would send three man crew with new window for dining room (main issue) and adjust the other windows that were installed incorrectly. Appt set for Dec 2022, they cancelled, rescheduled for Feb 2023. When the workers showed up the only worked on one window and said they did not have work orders for other windows. I called Pella something got messed up on their end and they lost the window for replacement. In May 2023 called to get update was told installation would call. Called again next week to escalate to ****************** Finally got someone on May 30 was told June 30. On June 30th window was found broken in warehouse. Reschedule Aug 25, they broke it installing. Was rescheduled Oct 13, once again window was found broken in warehouse. At this point I have been living in my home with a board in place of the window and no ETA on when they will fix this. They don't answer emails or voice mails.

  Business Response

  Date: 10/16/2023

  The replacement window we had ordered for this customer did get damaged in our warehouse and we had to reorder it.  We are expecting to receive the new window the 1st week in November.  We have contacted the customer and have scheduled the new install date for 11/29.

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20731790
  
  I am rejecting this response because: Pella Windows has not contacted me regarding a possible install in November. This information has not been given to me but they seem to find the time to tell the BBB. I have placed my second call with ******* a customer service manager who said her and **** would personally see that our 18 month window issue is fixed. They do not call this is the 5th time there was a "replace window/part" ordered for this particular issue. This does not address the numerous times they have scheduled our time and then  not fixed the issues. I have a board in my window since August. Was told by ****** and ***** this is a priority. If the window is coming the first of November why is the install happening at the end of November. The are liars. They don't call or return calls. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/01/2023

  November 1, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: ******************* BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ************ has presented regarding her installation experience and lack of communication from the branch.
  
  Upon receipt of your email, I contacted the local management team. *********************************, the Customer Support Supervisor with ********************** Windows and Doors of *******, indicated that her team spoke with ************ on Friday,October 20th to schedule and confirm her recovery date of November 28th.
  
  If the customer has any additional questions or concerns, the local sales 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

  Business Response

  Date: 11/01/2023

  November 1, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: ******************* BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ************ has presented regarding her installation experience and lack of communication from the branch.
  
  Upon receipt of your email, I contacted the local management team. *********************************, the Customer Support Supervisor with ********************** Windows and Doors of *******, indicated that her team spoke with ************ on Friday, October 20th to schedule and confirm her recovery date of November 28th.
  
  If the customer has any additional questions or concerns, the local sales 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:10/31/2023

  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.

  Dear Sirs,My complaint refers to the Windows installation in our house located at **********************************************************************************Pella Windows and Doors of *******, ** sold to us 3 windows and installed them in September of this year. Project details:Order Number: 721MA23XD Customer: *********************************** Customer #: ********** Contract Amount: $4,980.63 (including cost of windows with installation)Unfortunately we were not present at our house during the installation. After arrival to our house we discovered that windows are installed improperly:- mounting screws were installed over the windowsill,- one windowsill was broken,- damages were done to the interior walls and windows itself.I am attaching the pictures showing above problems. I am attaching also Notice of Building Inspector, who confirmed that windows are not installed according to the plan.For last 3 weeks I am trying to get Pella representative to inspect their installation, without success. I emailed to Pella **************** same pictures, which I attach to this complain. I was told numerous times that Project Manager, **** will call me back, but she never did.Regardless my complain Pella was pushing for final inspection, hoping that Building Inspector will sing final report and will approve their job, but thanks God he did not.I would like to ask you for your assistance in this matter. I want Pella to correct installation and repair damages they did. At the same time I will strongly advise other people to stay away from this company - for the first time I expiranced situation that contractor is trying to wash off his hands and to play gimmicks to have Building Inspector to sign closing papers, which eventually will release them from any responsibility.*********,*********************************** cell: ************ e-mail: ****************************** ******************************************************************************************************

  Business Response

  Date: 11/02/2023

  November 2, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: *********************************** BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ************************ has presented regarding his installation experience.
  
  Upon receipt of your email, I contacted the local management team. *********************************, the Customer Support Supervisor with ********************** Windows and Doors of *******, indicated that her team has made multiple attempts to reach the customer so that they can address his concerns.
  
  If the customer has any additional questions or concerns, the local sales 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: 11/17/2023

  About three weeks ago ******* based Pella representatives contacted me a few times, and I spoke with them that time, but their only intention was to close the Building Permit Procedures and to send Building Inspector, so I could sign off final inspection report, which eventually will close the case. On October 23rd Inspector visited our house, he just laughed from what he has seen, and he left Notice saying Windows need to be installed as per plan. I forwarded this Notice to Pella, no reply. Attached please find a copy of this Notice.

   

  No one I spoke with from ******* Pella rep ****** did not want to hear, or did not want to help me with the installation problems.On October 20th 2023 I emailed to the ******* Pella **************** an email with photos showing all damages and improper installation (window brackets and screws installed over the windowsill, etc). I am attaching a copy of this email and same photo material to this email.

   

  I do not have any experience with the Pella Corp. headquarters ******, but certainly ******* Pella representatives are not telling truth, and they do not have any intentions to correct improper installation. They just wanted to force the issue with finalisation of the Building Permit.

  Business Response

  Date: 12/08/2023

  RE: *********************************** BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your correspondence. I am writing again to follow up with the concerns presented regarding Mr. *********** installation experience. 
  
  As the manufacturer, Pella Corporation is not a party of the sale, installation, or service of Pella product. Any concerns related to those aspects need to be addressed by the local distributor, Pella Windows and Doors of *******. 
  
  As previously stated in the response dated November 2, 2023, *****************************, the Customer Support Supervisor with ********************** Windows and Doors of *******, indicated that her team has made attempts to reach ************************, which have been unsuccessful. They have the same contact information that is listed within the customers complaint. ****************** stated that once her team can establish communication with the customer, they will move forward with addressing all of his concerns. 
  
  We encourage ************************ to contact the team with Pella Windows and Doors of ******* directly. They can be reached at **************. 
  
  Thank you for the opportunity to review this matter.
  
  **************************************************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Business Response

  Date: 12/11/2023

  RE: *********************************** BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your correspondence. I am writing again to follow up with the concerns presented regarding Mr. *********** installation experience. 
  
  As the manufacturer, Pella Corporation is not a party of the sale, installation, or service of Pella product. Any concerns related to those aspects need to be addressed by the local distributor, Pella Windows and Doors of *******. 
  
  As previously stated in the response dated November 2, 2023, *****************************, the Customer Support Supervisor with ********************** Windows and Doors of *******, indicated that her team has made attempts to reach ************************, which have been unsuccessful. They have the same contact information that is listed within the customers complaint. ****************** stated that once her team can establish communication with the customer, they will move forward with addressing all of his concerns. 
  
  We encourage ************************ to contact the team with Pella Windows and Doors of ******* directly. They can be reached at **************. 
  
  Thank you for the opportunity to review this matter.
  
  **************************************************************
  Customer *********************************** Specialist
  Pella Corporation
  

  
  

• Initial Complaint

  Date:10/26/2023

  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.

  Bought a Pella Full lite storm door at Lowes in ********* for a customer on 10/23/23. Installed it for them on 10/24/23. Plastic strips that hold in the glass and screen inserts keep popping out of track. Very dangerous because of the glass just falling out of frame. They customer has them taped in at the moment looking for a fix to the problem.

  Business Response

  Date: 10/27/2023

  RE:************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up with the concerns presented by ************** regarding his Pella full lite storm door.
  
  Please make note of our storm door warranty information as listed below:
  
  To make a claim under this warranty, you must:
  a) Call our *************************** at ************** or write to Pella Warranty Service,
  ***************************************************************************
  b) Furnish the original or a copy of the sales receipt or other documents showing the original
  purchase date and that you are the original purchaser of this door. Exchange is limited to supplying a replacement door of comparable size, style, and color and does not include any cost of
  removal or installation except as noted above.

  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:10/19/2023

  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.

  I have a whole house window job ($27,000 already charged to my financing). The job was started Aug 1st. There were incorrect windows inserted(frosted bedroom window etc). I have holes in many screens, and a broken window frame among other things. I was told the windows were ordered, but no one can give me any information regarding a time line. I understand that it may take time to get the windows in, but I cant get any answers or information. At the point it hasnt passed inspection, I have stickers on all my windows that I am told I cant remove. I cant get any response from the business. I have attempted via email and phone for 2 months. I asked for a manager to return my call and I hear nothing. At this point it appears that the job has been abandoned. I cant paint my stucco until it passes inspection. I cant open my windows during the nice weather because I have no screens. I would like to have my air conditioner off during the cool weather to reduce my electric bill. I have no idea when or if this will be corrected.

  Business Response

  Date: 10/30/2023

  October 30, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: ************************* BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up with the concerns presented regarding Ms. ****** lack of response from Pella.
  
  I contacted the local management team. *********************************, with Pella Windows and Doors of *******, indicated that a recovery date has been scheduled for November 20, 2023.
  
  Should ************** have any outstanding questions or concerns, we encourage her to continue communications with the local branch as 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 Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:10/19/2023

  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.

  The entire purchase, installation process was/is a disaster. It started back in April 2023. I was paying for items that I never received until August 2023? When they did come a ************* sash was damaged it is now October. My account needs to be corrected & adjusted. The items received & installation was not as promised. I have 5 windows that are framed and the others are not! The trim job on the inside is terrible, you can see nail holes and my new blinds that Pella was supposed to give me a $500 allowance for, that I was told was applied to my account instead of directly to me, forced me to pay out of pocket for more new blinds. I just moved here & bought new blinds in 2020. August 7, 2023 the original installation supposed to take 5 days and its been 3 months. Damage was done to the veneer brick surrounding all front windows. Bricks were knocked off overtop window in front & have been that way for 3months! Its chipped and pieces of mortar are missing, damage done to vinyl siding where the ladder was place on side of porch. Damage done to sheet rock when installing doors, they just put caulk there and left it, molding around doors is missing, vinyl floors in dining ***************** bedroom scratched, holes from old blinds were not sealed and the new blinds were just put up uneven that they do not even fit in the window well correctly. I had to replace 1 new blind upstairs as I was checking it was broken, they didnt tell me a thing, they left after 2nd week & left stuff everywhere, in my flowerbed, broke up my flowers, ************channel trim pieces all in my back yard, a caulk gun that dripped caulk hanging from the deck rail, the front door was damaged when they came along with bottom sash of 1 window. They lost screws for my shutter and just left s**** heads exposed, those around top windows are not even put back securely, they did not wear foot protection nor did they cover my furniture or floors it was a total mess. Both my spouse and I are Disabled Combat Veterans I canceled doctors appointment for them to do the install and they damaged my property, did a **** poor installation and the job is still incomplete. I should not have to pay anyone to repair these damages.

  Business Response

  Date: 10/23/2023

  October 23, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: *********************** BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ****************** has presented regarding the installation experience of her Pella 250 Series windows.
  
  Upon receipt of your email, I contacted the local management team. *************************** with Pella ********* **** indicated that the Field Installation ******** Mr. ***************************** has been in regular contact with the customer throughout the installation and recovery process.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores.  The sale and service for Pella products in your area is provided by Pella ********* **** This location is responsible for addressing all sales, installation concerns generated by their team, and/or warranty-related concerns for their customers.
  
  If the customer has any additional questions or concerns, the local sales 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: 10/23/2023

   
  Complaint: 20748476
  
  I am rejecting this response because:

  We had an appointment scheduled for today 10/23/23 they came without my front door that was supposed to have been re-ordered in August. It's October.  I do not want them to keep coming doing on thing at a time. I've sent ***************************** a list today why can't they coordinate & get everything together that is needed to complete the job. Also checking the what was previously done & trying to figure out how to get stone back on my house one window screen was torn down the middle.  Pella is supposed to be #2 company fir windows. I'm out $6100. They never reimbursed me for blinds as my sales representative ***** promised. I haven't heard from anyone from Pella since August 26, 2023 until this Saturday,  ****** called instead of emailing to confirm our appointment,  ***************************** called Sunday to ask if the frame for the front door was left at my house? ******************** 9/15/23, 10/20/23& 10/22/23 with list of outstanding issues,  pictures & a mortar contract for Pella to hire to put bricks back up on my house.

  He says he's working on it???

  When is it going to be done?? I actually asked if he would come out for oversight but he said he was busy. 

  I need this completely finished before the 10/28/23. I have family coming in, the holidays are approaching & January I start chemotherapy.  

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

  Business Response

  Date: 10/25/2023

  October 25, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: *********************** BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ****************** has presented regarding the installation experience of her Pella 250 Series windows.
  
  Upon receipt of your email, I contacted the local management team. *************************** with Pella ********* **** indicated that the Field Installation ******** Mr. ***************************** has been in regular contact with the customer throughout the installation and recovery process.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores.  The sale and service for Pella products in your area is provided by Pella ********* **** This location is responsible for addressing all sales, installation concerns generated by their team, and/or warranty-related concerns for their customers.
  
  If the customer has any additional questions or concerns, the local sales 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:10/16/2023

  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 purchased doors and windows in March 2020. We paid almost ****** in 2020. We STILL do not have the correct doors. It has been a total nightmare. Our windows were installed in 2020. We have had multiple sets of doors installed and are still not correct. Pella agrees they are not correct. They have been to our home MANY times! However, they have stopped making the doors they originally installed (because they were horrible doors and they admitted to my husband and myself). They sent us videos of doors they would make for us and when they arrived they were NOTHING like the video! They are refusing to give us other door options that is on there website and at their location. We paid for doors 3.5 years ago and still do not have proper doors. I am not asking for help....I am begging! We have a file folder full of documentation. Email, phone calls, text and visits.

  Business Response

  Date: 10/20/2023

  October 20, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: ***** and ************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that Mr.and ************ have presented regarding the unresolved order status of their Pella Entry Door.
  
  Upon receipt of your email, I was provided with the following information:
  
  Lowes POs:
  PO:123111501 04/10/2020**s
  This order was cancelled per our event number 200610-003388.
  PO:123111520 04/13/2020**s
  Notes indicate that the store called in too late to cancel this order, and cancellation was denied.
  PO:155267531 03/30/2021XP**
  
  Service POs:
  PO:338T3XEPD 1/3/20221 ** inactive PANEL
  PO:338XJTSMA 1/5/20221 ** inactive PANEL
  I understand that one of these panels is the correct color and wrong grain and the other is the wrong color and wrong grain. These were reordered.
  PO:338BQ6QNT 4/18/20224 ** ********************** 12/16/202210 Door Panels
  The single doors had to be ordered without grilles due to suspension. I understand that the customer agreed to this. The ************** Details indicate that the homeowner rejected the doors and are dealing with Lowes.
  PO:33826R8I1 7/13/2023-- 3 DD Astragals and 4 Door Panels
  
  Pella Corporation respectfully requests that the customer continues to work through their point of purchase, Lowes of *******, **, to resolve their concerns.
  
  If the customer has additional questions, they may reach the local sales team below.
  
  ***** #****
  *********************************************************; 38305
  ************
  
  Thank you for the opportunity to address this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20738647
  
  I am rejecting this response because:  Pella does not make the doors originally ordered.  They have tried to substitute doors with a lesser quality and value.  This is NOT acceptable.  They DO have other doors available but will not make them available to us or Lowes.  I am requesting doors.  I have waited for almost 4 years!   My outside doors do not even lock.  You have left us with a safety hazard and it is time for you to make this right!  The Pella rep told us personally they have additional doors that would meet the standards of the original doors we ordered but Pella Corp. will not make them available to us.  They are part of the Luxury line.  The doors i rejected were doors that Pella sent that did not meet the requirements of the doors ordered.  We have yet to receive a correct door that was ordered.   
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/24/2023

  October 24, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: ***** and ************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your additional email. I am writing as a follow up to the additional concerns that ************ has presented regarding her unresolved order.
  
  As stated in our previous response, Pella Corporation is not denying the customers request.  We request that the customer communicate through her point of purchase for an amicable solution.
  
  As the order was placed through ******, we encourage ************ to contact their sales team. They can be reached at the contact information below.
  
  Lowes #****
  *********************************************************; 38305
  ************
  
  Thank you for the opportunity to address the customers concerns.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:10/13/2023

  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.

  Hello, I would like to share my dissatisfaction with your company and my experience with purchasing 4 full replacement windows and 2 purchased doors from Pella. I have attached the timeline of my year long experience with Pella to try to get ******************** done right. First off, I would never recommend your company to anybody that is looking for doors or windows. This has been one of the most frustrating things I have dealt with. Started Job: 9/26/22 Finished Job: TBD (still working on it) I have attached a timeline and the picture below on the excel file. Below are the pictures from the installation on 10/26/22 and 10/27/22. This is the quality that you company provided me with. Once the 1st stallers were supposedly done with the project they asked my wife and mother in law to sign the paper stating the work was done. My wife refused to sign the papers but the installers were trying to pressure my wife and mother in law to sign the paper. They were extremely rude and disrespectful to them because they refused. This is completely unacceptable. Timeline Brief (View attached for timeline) I sent pictures to ******* of the issues on 10/26/22. I sent pictures to ***** and he said he would get me in touch with the right person on 10/27/22. Resent pictures to ******* on 11/4/22.Text ******* because I havent heard anything thing in over a month on 12/6/22. Pella Installer comes out to inspect work and replaces sash on window with holes on 3/1/23. Do not hear any word for 2 months. Resent pictures to ******* on 5/3/23. Another Pella guy comes to inspect it. He says he will follow up and never does on 5/5/23. Do not hear anything for over 3 months. They say they will come on Oct. 2 to replace door. 8/17/23 Replace the door. There is a gap in the trim because the 1st installers cut the trim because it was not straight. 10/2/23 Contacted me about the trim piece because I messaged them today wondering what was going on. 10/11/23 I have had to miss or take time off of work 6 times because of all the issues with your company. That doesnt include the time to have to purchase a new striker plate. My time is at premium with all the different things I have going on at work, home, and with my family and I shouldnt have to manage this project because you guys cannot. We paid half of the project upfront (7K) but the remaining balance is around 7k. I would like to see this balance be taken care of. The poor quality, the lack of communication, the disrespect to my wife by the installers, the extra days I have taken off of work, having to take time to purchase extra things because of incompetency of the 1st installers, and frustration and stress of this year long project. Total project Cost: $15,247 Paid: Half of bill so far. Remaining balance: $7,623.50 Thanks,*****

  Business Response

  Date: 10/18/2023

  ********************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ****************** has presented regarding his sales and installation experience. 
  
  Pella Corporation and ***** *************************. continually strive to provide superior customer service. We very much regret that Mr. ******** experience has fallen short of his expectations, and we sincerely apologize for the inconvenience this has caused.  
  
  Upon receipt of your email, I contacted the local management team. *********************************** with ***** *************************. indicated that this project has been completed and the customer paid the balance of his account minus a discount for the inconvenience.
  
  If ****************** has any additional questions or concerns, the local sales team may be reached at ************. 
   
  Thank you for the opportunity to address this matter.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer Answer

  Date: 10/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ok. Pella was not really willing to make this right and I would never recommend them to anyone.

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

• Initial Complaint

  Date:10/13/2023

  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.

  Ordered windows and doors February 2023. 80,000$ for this project. Windows came in may and every window was wrong size. The doors they were able to squeeze in. They reordered again and wrong again. We were offered 10% off to keep our order. During install of the front door, the contractor damaged our floor. We complained about that and they eventually did agree to pay for the repair after trying to tell us we would have to file a claim with our insurance. We had to threaten legal action. Fast forward a few weeks. ***** ended up calling a few weeks later explaining that because we complained about the damage, now none of their subcontractors are willing to install our windows. (Turns out this was a lie as I was able to obtain records of two of their contractors, both of which told me this was a lie and ***** removed the assignment) regardless, ***** said they would refund the install price on those 8 windows and just deliver them. ***** the manager kept lying to us about delivery. Eventually again had to threaten legal action. We have them a deadline of delivery, refund of the 15090.20$, and corrections made during the install of the doors (***** was made aware of in may of 2023 and promised to get service involved to fix). They did deliver the windows but still no check, still no service. We have a door installed backwards, we have a broken screen door on the French doors, and we have a incorrectly aligned door. We have since had to pay out to repair our floor and pay for install for the remaining windows but Pella hasnt yet paid us our refund.

  Business Response

  Date: 10/18/2023

  October 18, 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 his installation experience and request for a refund.
  
  Upon receipt of your email, I contacted the local management team. Ms. ************************** Retail General Manager with Pella ************ acknowledged that there were errors made in both the ordering and delivery of the product.  Due to these concerns Pella *********** will be providing a refund check in the amount of $15,090.20. ******************** also indicated that a jobsite inspection is scheduled for October 23rd.
  
  If the customer has any additional questions or concerns, the local sales team may be reached at ************.
  
  Thank you for providing us with the opportunity to address this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:10/09/2023

  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.

  I purchased custom-made doors (and windows) from Pella on 6/06/2013 through Lowes (see receipt). The door is jammed and will not open. I called Pella in August 2023 to ask if they can come out and fix the door. They told me I need new internal mechanism. Pella wants to charge me for the repairs as I am apparently under the ******************************************************************************************************************* my house. The installation was 9/07/2013 (see picture). I am complaining because the warranty period should be the day I have custody of the doors, which was 9/07 not 6/06. On 6/06, the doors were in parts and pieces in Pella's warehouse NOT in my house!!! They didn't exist. My doors are custom made and have special laws and rules as far as ownership and returns, etc. Pella couldn't tell me if my doors were FOB destination or shipping. This would help identify chain of custody and transfer date. They asked me to work with *****. I tried Lowes and they pushed me back to Pella as the manufacturer. There is a real break down between Pella Manufacturer, Pella Distributor and Lowes which negatively impacts the customer. No one wants to take ownership of resolution! This is not the first issue I have had dealing with the many installations I have had for all my ~25 windows and doors. Lastly, it is extremely DANGEROUS not to have a working external door. If there is an emergency and my family needs to get out immediately through that door they CANNOT. If anything happens to my family because of this jammed door, it will be on Pella!!! This has been going on since early August. I am simply asking that Pella honors the 10-year warranty. They would literally be out a few hundred dollars.

  Business Response

  Date: 10/16/2023

  October 16, 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 Architect Series Inswing Hinged Door being out of warranty.
  
  I have authorized the part needed free of charge as a one-time customer service gesture. Please be aware that the customer would be responsible for any labor charges associated.
  
  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 Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:10/09/2023

  Type:Sales and Advertising 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.

  Where to begin. Ive already filed one complaint for this company. First our install date was pushed out after I had to call to find out where the installers were ON the original date we were told. They never even called us to reschedule! I had to call after waiting around all day for someone to show up. They told me it would be an additional 3 weeks which was unacceptable so they were able to come out sooner. One of our sliders was installed fine (so I thought) but the other slider would not close or latch. They have come out 4 times for that door to try to fix it and its still not fixed. They are supposed to be returning this Friday to replace another part. Well now our other slider that was installed at the same time has a HUGE leak. Its ruining our carpet that we just had replaced as well! I cant get connected with anyone to discuss it but am being promised the customer service team will leave notes on my account. Thats not good enough! Are you kidding me!? $11,000 and neither door is installed correctly or working correctly and I have a huge leak in northern Michigan! I need someone to come out and fix this APPROPRIATELY and asap! This companys idea of workmanship and customer service is a joke.

  Business Response

  Date: 10/16/2023

  October 16, 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 installation experience.
  
  Pella Corporation and ***** Building Specialties continually strive to provide superior customer service. We very much regret that ********************** installation experience has fallen short of her expectations, and we sincerely apologize for the inconvenience this has caused. 
  
  Upon receipt of your email, I contacted the local management ****. Mr. ********************** the Retail Installation Manager with ***** Building Specialties, indicated that he received a text from the customer and that an inspection was scheduled in order to conduct a complete evaluation of the installation.
  
  If the customer has additional questions, she may contact Mr.******* **** by calling ************.
  
  Thank you for the opportunity to address this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 10/16/2023

   
  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.
  
  Sincerely,
  
  ***************************