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, Inc.

  451 W Dussel Dr Maumee, OH 43537

• 

  Pella Window Store

  Decatur, IL 62526

  
• 

  Pella Window Store

  PO Box 3005 Champaign, IL 61826

  
• 

  Pella Window Store

  PO Box 3005 Champaign, IL 61826

  

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: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,
  
  ***************************

• Initial Complaint

  Date:10/02/2023

  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.

  Signed a contract for 3 new windows in March. Was told they would be installed in June. **** came and went and they werent installed until August 25th with no explanation on the delay. Installers were nice but one window was wrong. They installed anyway and said someone would be out in 2-3 weeks to install the correct window and finish the trim as one window left the front of our house in wrapped in silver tape. It is ridiculous looking and its been that way since the day it was installed. No one can give me a timeframe on when our windows will be complete. Every time I call Im told someone names ***************************** will call me back but Im still waiting. No one will call me back and no one seems to care. I called both the local office and the corporate office and asked that someone call me back since no one can answer while on the phone. Im still waiting. This company does. It provide the level of service they claim to. The last time I called I was told ***************************** was a too busy to talk at the time because she was working on a very large order. Then the woman who thought she had me hold didnt actually have me on hold and I heard colorful language before she realized her mistake and put it on mute. This company is one I would never do business with again.

  Business Response

  Date: 10/10/2023

  October 10, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: ********************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your correspondence. I have been asked to follow up with Mr. ****** concerns regarding his installation and customer service experience.
  
  I contacted the local management team. *********************************, the Customer Support Supervisor with ********************** Windows and Doors of *******, indicated that ************** visited the showroom last week and her team addressed Mr. ****** concerns.Service is currently scheduled for October 31, 2023, to replace the glass on the sash with the incorrect grids.
  
  Should Mr. or ************** 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. 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:10/02/2023

  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 over $20,000 on windows they sold us wrong windows and they ended up replacing the wi does with the right one free of charge but in the end the trim inside the house does not look good at all per the manager if I want to pay extra for white glove installation I should have paid for it because my house is not new construction that I get sloppy work and my house is old I spent $20,000 its a remold that means I paid for top notch work and should get it

  Business Response

  Date: 10/03/2023

  October 3, 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 concerns. Please note that this customer opened several claims with the local BBB that have been closed upon Pella Windows and Doors of ***** and ******* providing information.
  
  Upon receipt of your email, I contacted the local management team. *****************************, the Replacement Sales Manager for Pella Windows and Doors of ***** and *******, provided me with the following information:
  

  Several members of the local management team have been working diligently with the customer to address his concerns.
  

  The customer signed a completion form on August 30, 2023, showing no customer comments.
  

  ****************** indicated that the local team including recovery technicians, field managers, installers, sales representative and management have been on site at least 10 times since the initial completion and are still not able to satisfy the customer.
  
  ********************** and ********************** Windows and Doors of ***** and ******* agree that the products and installation are well within acceptable guidelines.
  
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20679635
  
  I am rejecting this response because:
  like I talked to ***** which he stop responding to my phone calls if the sells guy did his job right the first time we wouldn't be in this situation, also after the second stage of installing windows the crew did a batch job and messed everything up which they had to redo everything they did including the window that was damage during installation, the problem I got is the first time the windows where installed the trim looked beautiful and you couldn't tell where the 45 matters where but with everything that happened  I felt that last finale installed was a hurry up and to be done with me as a customer, and also I'm sorry but if you spent $20,000 on something you would want it right. I even tried contacting cooperate but everyone is ignoring my phone calls, I have  a couple of professionals coming out to inspect everything on the trim and going to give me an estimate on what needs to be done. and also my wife was home and signed the paper which she has no clue one what needs to be looked at and also my name is on the loan no hers. all I'm asking for is for a business to stop trying to blow me off, next step will be legal action if nothing is done
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/11/2023

  October 11, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: *********************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your additional email. I am writing as a response to Mr. ****** rejection.
  
  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 the customers area is provided by Pella Windows and Doors of ***** and ******** This location is responsible for addressing all sales,installation concerns generated by their team, and/or warranty related concerns for their customers.
  
  Pella Corporation does not coordinate installation services or provide warranty coverage for the installation of product. Since this service is provided by the local Pella Window and Door Store, we recommend contacting them for assistance.They may be reached by calling ************.
  
  Thank you for the opportunity to address the customers concerns.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:09/29/2023

  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.

  Orginially i spoke with ************ on August 8th. i shared the picture and she said yes, the 10 years warranty cover, and said i still have the warranty till November 2023. She sent the request the service to take care of it. then another guy said he sent me the paint bottle to avoid to take care of it or replaced it. i request, the painting bottle is only good for temporary.They sent a guy come to look at it. he talked with someone on the phone for while, he said it's only two years wear and out. i said no, it's not wear out, it's under 10 years warranty. he said Pella will contacts me to solve it.I emailed Pella three times since two weeks, and they gave me the silent treatment and ignore it. look like they wait till November then my warranty expired. it's wrong.i like they replace those door. it's unfair. the reason we choose the Pella because high quality. i guess, i am wrong.hope you help me. Thank you *****

  Business Response

  Date: 09/29/2023

  RE: *********************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your correspondence. I am writing to follow up with ****************** concerns regarding the warranty for his Architect Series hinged inswing patio door. 
  
  After reviewing the notes from the recent service visit, it would appear that the local service team will be ordering two replacement panels. 
  
  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
  
  

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20674777
  
  I am rejecting this response because:i received another email and they said it does not cover by the warranty and submit me the quote invoice that it will cost me more than $10,000.      ***** said it covers, it's not wear out.   they changed their mind.     

  Thanks,

  *****

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

  Business Response

  Date: 10/09/2023

  RE:*********************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your follow-up correspondence. I am writing to follow up with ***************** concerns regarding the warranty for his Architect Series hinged inswing patio door.
  
  After reviewing all notes in our customer documentation system, unfortunately, an incorrect warranty coverage direction was initially provided to **************** by Pella Corporation customer service team members as it relates to the chalking and color fading of the exterior cladding of his door. We sincerely apologize for the confusion this may have caused to the customer. To clarify, chalking or fading of painted exterior cladding is not covered under the Pella warranty unless EnduraClad Plus Exterior Paint was selected at the time the Pella product was ordered. In this instance, it was not.Furthermore, when EnduraClad Plus Exterior Paint is selected, there are specific processes required to measure both chalking and fading.
  
  The information provided by the local service team was correct, in that ***************** door has experienced sun fading, which is not covered by the Pella warranty and is clearly outlined in the warranty document included with this response. Please see the highlighted sections on pages three (3) and four (4) of the attached warranty document that would have accompanied the original purchase.
  
  In the interest of assisting ****************, Pella Corporation and the local service team are prepared to offer **************** a one-time customer service gesture and provide the two (2) replacement door panels listed on Quote #******** at no cost to him. **************** would still be responsible for paying for the hardware items listed on the quote, as well as any labor costs assessed by the local service team if he opts to have the service team install the items.
  
  If **************** wishes to proceed with accepting this one-time customer service gesture, 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 at **************.
  
  Thank you for the additional opportunity to review this matter.
  
  ************************************************
  Customer Experience
  Case Management Specialist

• Initial Complaint

  Date:09/28/2023

  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 job is now complete and I have tried getting a refund from the company with no luck. I would like to get a refund for:1. $1,093.30 for being forced to pay an extra $1093.30 for exterior trim that was up to the standard of my hoa. (Attached)2. $2,000 for defective hidden screens that were replaced with inferior screens 3. $5,000 for time I spent at home that I could have been working and they cancelled on me or didnt show up. And the 5x time to complete the project vs estimate.Project timeline -August 22 - windows ordered with ~3 month estimated install timeline (attached estimate)-October 22 - I called to check status, it was delayed a month waiting for parts -November 22 - called again and delayed again but promised before the new year -December 22 - called again and now need 2 additional months -Early February 23 - called and yay they finally have all the parts and schedule the install for late Feb -Late February 23 - installers call morning of first day to let me know too many of there crew were sick to come that week. I had already moved all furniture, taken down blinds, and made arrangements at work to work from home. Inspector shows up the next day, Pella forgot to cancel that. Install is rescheduled to March -March 23 - first day of install rolls around again and the installers call to say theyre gathering the materials and wont be out till the second day of the install. More of my time and energy wasted.-March 23 - windows and doors installed, but did not bring exterior trim that was required by hoa. I was forced to pay an extra $1093.30 for them to do it with the right hoa approved trim that I made clear at the time of the order.-April 23 - all of the sliding screens are broken from just a couple uses of the product (photos attached). Exterior trim is installed with correct material for extra money.-June 23 painter paints already yellowed trim from install.-August 23 hidden screens are replaced with inferior regular screens

  Business Response

  Date: 10/10/2023

  October 10, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: ********************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your correspondence. I have been asked to follow up with ****************** concerns regarding his installation experience and demand for a refund.
  
  I contacted the local management team to make them aware of ****************** request.
  
  As the manufacturer, Pella Corporation provides our products to the local distributors. Pella Windows and Doors of ******* is responsible for addressing all sales and installation concerns generated by their team and/or warranty related concerns for their customers. This team also handles all requests for compensation.
  
  We encourage **************** 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 Experience
  Case Management Specialist

• Initial Complaint

  Date:09/25/2023

  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 a vinyl sliding door with blinds between the glass in Nov. 2017 and paid $3164.00. In June 2023, we noticed small pebbles between the glass. When I called my local Pella Window and Door in ******* **, ***** in the service ***** told me my door was out of warranty and that it was a known seal failure and that the pebbles I was seeing was desiccant. He sent me a quote for $2039.79 to repair the one side. This is 3/4 of the cost of the door. I called and asked to speak to a manager. *********************** called me back. He left me a voicemail reiterating that this is a known failure of the door and there is nothing they can do to help me as the door is out of warranty. If this is a know failure, why is it my responsibility to fix it? I think the manufacturer should cover a KNOWN failure. Why is the cost of one side so high? If the other side seals fail, I have to pay another $2k? That's more of the whole cost of the door!I splurged and bought a Pella door because of the reputation of a good product and lifetime warranty, as spouted by your salesman. I didn't think in 5 years that the door would fail. I believe that a known manufacturer's defect should be 100% covered by the manufacturer. I would like my door fixed or replaced at no cost to me.

  Business Response

  Date: 09/27/2023

  September 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 the desiccant beads in her sliding patio door.
  
  Upon receipt of your email, I contacted the local management team. I instructed the local service team to provide the replacement panel free of charge as a goodwill gesture.
  
  If the customer has additional questions, the service team may be reached by calling ************.
  
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

  Customer Answer

  Date: 09/28/2023

   
  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.

  BBB, thank you for your assistance.

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

• Initial Complaint

  Date:09/22/2023

  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.

  I made a purchase from Pella.com on September 4, 2023 (H044RWJU3K). I had the correct part numbers but had some difficulty locating the items on the website. I called on September 5, to confirm that I had ordered the correct parts, but was told I had not, so I cancelled the order. I was led to believe this wasnt a problem.September 7, I had additional conversation and emails with customer representatives confirming the cancelled order and, per their request, reviewing the difficulties in using the pella.com website, even with correct part numbers. On September 8, I received an email stating I had to cancel the within 48 hours for the incorrect order to not have been pulled at the warehouse (Reference Event # ******-000813).I had placed a second order for the correct parts on September 7 (H04Y8MNTXJ). I promptly received the correct order, but almost a week later, I received the first order, from September 4 that I had cancelled. I contacted Pella online to find out how to return the cancelled items. I was told via email correspondence that I should have cancelled within 48 hours. I responded that I had met that requirement. I was asked who I had spoken with; I sent them the name, the September 5 email correspondence, and my telephone records. I then received an email that said the return was not eligible due to Pellas return policy.I have received conflicting information and would like Pella to accept the return at no charge to me a full refund.

  Business Response

  Date: 09/27/2023

  September 27, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: *************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your correspondence. I am writing to follow up with ****************** concerns regarding her online order issues for her replacement parts.
  
  Due to the poor customer experience while ordering online, we have determined that we will refund ****************** original order H044RWJU3K. The refund will be processed and the funds will be deposited back to the customers original form of payment within ***** business days.
  
  There is no need for **************** to return the incorrect parts.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 09/27/2023

   
  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,
  
  ***************************