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:09/21/2023

  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.

  Breach of Contract Contract agreement 9/7/22 for 5 windows Lead time 18 weeks, installation time: 1 day 18 week lead time was 2/15/2023 Pella missed date First installation: 5 April 2023: 4 windows installed; Contractor stated window was not available. Phoned Pella, 5th window located in warehouse; installed following day. Bathroom window installed is obscure; ordered clear. Final Pella inspection cited Bedroom window was installed incorrectly Reinstalled 5/15/23, the screen that was removed is not reusable: need replacement screen Written requests for window completion sent 28 April 2023 and 28 August 2023 To Date: Bedroom window screen is missing / has not been replaced and bathroom window that was ordered clear has not been replaced.

  Business Response

  Date: 09/22/2023

  RE: ***************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your correspondence. I am writing to follow up with the concerns presented by ****************** regarding her repair issues. 
  
  Upon receipt of her comments, I contacted the local management team. *********************************, the Customer Support Specialist with ********************** Windows and Doors of *******, indicated that ****************** is scheduled for October 16, 2023, to install remaining recovery items and complete her project. 
  
  Should ****************** have any further 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 *********************************** Specialist
  Pella Corporation
  
  

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20635885
  
  I am rejecting this response because:
  Not Conclusive.   The issue remains: why has Pella not completed work scope of 5 windows in over a year when 18 weeks was their quoted lead time?   
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/26/2023

  September 26, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: ***************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your correspondence. I am writing again to follow up with ****************** concerns regarding her repair issues. 
  
  As the manufacturer, Pella Corporation provides our products to the local distributors.  Pella Windows and Doors-*******, LLC is responsible for addressing all sales, installation concerns generated by their team, and/or warranty related concerns for their customers.
  
  We encourage ****************** to communicate with the local branch as they are in the best position to assist her. They can be reached at **************.
  
  Thank you again for the opportunity to review this matter.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  

• Initial Complaint

  Date:09/21/2023

  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.

  On 10/8/22, I bought an entry and storm door system (door) from Pella for $5,648 during an in-home consultation, delivery was estimated in 4-5 months. Order #***KWE1G5. Door was installed on 04/26/23 and it seemed to work. On 6/28/22, I called Pella to report the deadbolt not locking and a large gap between the top of the door and frame. On 7/20/23 two Pella employees tried unsuccessfully to fix the door, said the door requires replacement, and said Pella would contact me. On 7/31/23, I called Pella and was told a replacement door was ordered and they would call. On 9/5/23, I called Pella to report neither the deadbolt nor the bottom lock working so there was a security issue. I called 4 more times and was told I would receive a callback from project manager ** but never have. I had the door adjusted so the bottom lock does work. It seemed the bolts are not long enough or strong enough to prevent the door from shifting. My last call to Pella was 9/13/23 when I was transferred to project manager ** again but told ** was out and would call me but did not. On 9/14/23, I filed a complaint with the company that financed the door and was told I would have had to file the complaint within 60 days of purchase to have any financial remedy. The door is under warranty, but Pella is not honoring the warranty. I want Pella to replace the door.

  Business Response

  Date: 09/22/2023

  RE:*************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your correspondence. I am writing to follow up with ************************ concerns regarding her warranty experience.
  
  Upon receipt of her comments, I contacted the local management team. *******************,the Lead Project Coordinator, replied on their behalf. He explained that all material has been ordered and he is waiting on an ETA to get an appointment scheduled. I understand that a call was made to ********************** and a voice message was left to provide  her with the update.
  
  Should ********************** have any further questions or concerns, we encourage her to communicate 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

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20633301
  
  I am rejecting this response because:
  I did not receive a message from Pella.  I see that there was a call today from an unknown phone number at 10:16 am cst. but no message was recorded.  I do not normally answer calls on my cell phone during my workday except when I am expecting a call or it is from a known caller.  I want Pella to provide information and updates in writing via email.  My many previous attempts to handle the situation via telephone calls was frustrating and unproductive.        
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/26/2023

  September 26, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: *************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your correspondence. I am writing in response to ************************ rejection regarding their warranty experience.
  
  As per the customers request, I have provided Pella Products, LLC the customers email address so that they can further correspond in that manner.
  
  Should ********************** have any further questions, she can reach out to the local branch directly by calling ************** as they are in the best position to assist her.
  
  Thank you again for the opportunity to review this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:09/12/2023

  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.

  Last October we ordered 5 new windows (1 double paned, 1 triple paned and 3 singles) plus a glass sliding door from Pella Windows of ************. Estimated time of installation end of March. After following up a couple of times we were scheduled for installation in April. Although some of windows were in for a March installation we were told that they were waiting on the glass sliding door and couldn't schedule the installation until everything was in. Day of installation in April comes and they installers show up but they're missing our two larger windows. I call and I'm told they can't find them in the warehouse. They hope to locate them and have them delivered for installation later that day. Never happens. I call the next day, leave a message. No call back. Call the next day, leave a message. No call back. This goes on for about a week until I finally get my project manager *** on the phone and she tells me that the windows were never accepted off the ship - they came in damaged - so they never had them in the warehouse. (But they said they wouldn't schedule until they had everything.) So they're gong to need to rush a reorder of them and they should be in for a June installation. June comes, windows are installed - no screens. I call multiple times over 10 days. No one calls me back. Finally the girl who answers the phones finds out and calls me back that they're going to have to reorder them. August comes, Pella calls to schedule city inspection and screen installation. We FAIL inspection. over 50 mixing fasteners and to fix the two large windows they will need to be removed and reinstalled. Our house is stucco. That means breaking the stucco and it being repaired and painted again plus us having to pay to have our plantation shutters removed for third time. Pella had to order the sill clips so we are still waiting for this to be scheduled. The last time I called I waited to talk to someone for 1 hour and 40 minutes. There was 1 person in line in front of me.

  Business Response

  Date: 09/15/2023

  September 15, 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 customer service experience and the unresolved installation concerns of her Pella 250 Series windows.
  
  Upon receipt of your email, I contacted the local management team. Mr. ************************* with Pella Windows and Doors of ******* indicated that the installer is scheduled to return to this project on September 19, 2023, to reinstall the affected windows and add the missing sill clips.  A new final inspection will be done after,and his team will then proceed with any needed trim work and stucco repair work.
  
  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: 09/15/2023

   
  Complaint: 20591499
  
  I am rejecting this response because: There has been no discussion of compensation for the inconvenience, lies, unprofessionalism and extra expense we have had to endure because of this ordeal. When scheduling the reinstallation, my project manager ***, was going to send out one person. If I had not questioned her about it and told her that I was told two people needed to come out because the windows need to be removed to fix the issue we would be going through all of this again in a week. Is anyone actually reading the paperwork that is submitted? And I still have not heard from a customer service representative for the "urgent" complaint that was opened involving this case because of my complaints on social media. I received that email on August 28th and still haven't heard from anyone. I want to be refunded and I want my windows installed, the repairs made and to pass inspection. Only then will I be satisfied.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/15/2023

  RE:***************************** BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to in response to Ms.******** rejection.
  
  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 also includes requests for compensation.
  
  Should ****************** have any further questions or concerns, we encourage her to communicate with the local branch as they are in the best position to assist her. They can be reached by calling **************.
  
  Respectfully,this will be our final response.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:09/01/2023

  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.

  Purchased custom new doors from Pella 5/17/2022. Was quoted time would be about ***** weeks for install. Our install continued to be postponed due to issues with the manufacturing we were told. There was incredibly poor to no communication throughout this whole process. There was large turnover in the project managers and almost impossible to get through to someone or get someone to call you back. We paid over $ ****** for these doors. Finally January of 2023 our install date came. However, the trim to the doors was incorrect as was several pieces of the hardware. About 3 weeks ago, FINALLY someone returned with our trim. Again it was incorrect color and did not have the pieces of hardware in the correct color. I have been calling repeatedly. There is no communication on their end. I will call and they have documented someone has updated us but there has been no communication. Spoke to manager ******* almost 2 weeks ago and someone was to have contacted be by last Tuesday with a rush order on my trim. Still no update. Called her cell phone twice with no answer nor any return call. There is no urgency to resolve this issues. There is no ownership to resolve this and have this completed for us as soon as possible. Would not recommend this company to anyone. I should not have to be calling repeatedly and waiting on hold for 30min-and hour at a time just to talk to someone and be promised results that never come.

  Business Response

  Date: 09/01/2023

  RE: ************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I have been asked to follow up with the concerns presented by ************** regarding her installation and customer service experience. 
  
  I contacted the local management team. *********************, the Retail Sales Manager with Pella Windows and Doors of *******, indicated that the project coordinator for this project contacted the ************** on August 31, 2023 to update her on the status of the recovery. 
  
  Should ************** have any further questions or concerns, we encourage her to continue communications with the local branch as they are in the best position to assist her. Their team can be reached at **************. 
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  Date:08/28/2023

  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.

  We have 3 Pella Impervia sliding glass doors installed in our home; the original installation was in 2020. The locking mechanism on 2 of the doors is either separating or very loose, which risks the doors not being properly secured. We arranged for service tech from our local Pella dealership (Pella *************** of Southern ***********) to come and evaluate the issue on-site which incurred a $100 service call fee. The tech did and it was his opinion that the issue was beyond repair and required a replacement of the entire frame. Our local dealership filed a claim with Pella Corporate. At first, the determination was that the doors were likely the subject of an attempted breaking and entering and therefore damaged. This was entirely speculative and we have both cameras and an alarm system. We are confident that there has been no attempted break-in, which would have been known to us. Secondly, we have noted this condition developing with repeated use. After the dealer appealed the initial determination, Pella has responded that this is due to normal wear and tear and therefore not covered. The screws holding the lock in place are not very substantial and a custom door of this price point should certainly not have the locking mechanism be subject to malfunction on 2 of 3 doors after 3 years of normal usage. I am seeking Pella to honor its 10 year warranty on these doors and either repair or replace at their expense and to reimburse the $100 service call fee to diagnose this issue. I am open to other reasonable alternatives, but do not believe a malfunction of this nature can be reasonably claimed to be "normal wear and tear." Thanks in advance to Pella Corporate for whatever assistance it can render in this matter. Our entire house was fitted with Pella windows 3 years ago including the 2 sliders that are the subject of this request. We very much enjoy and appreciate Pella products. Respectfully, *******************.

  Business Response

  Date: 08/29/2023

  August 29, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: ************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I have been asked to follow up with the concerns presented by ************** regarding his warranty experience for his Impervia sliding patio door.
  
  After further discussion, it was determined that the replacement panels needed would be provided as a no charge customer service gesture.
  
  Should ************** have any further 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 Experience
  Case Management Specialist
  Pella Corporation
  

  Customer Answer

  Date: 08/31/2023

   
  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:08/24/2023

  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.

  8/2 pella windows installed - 2. Windows were incorrectly measured by 2 employees at 2 separate sessions. Installer left with no instructions. No county info or final inspection info. 8/3 called pella - ******* - followed up on county and final inspection. Told Hunter would have to call me back. 8/4 called pella - ******* - same as above. Told Hunter would call me back. 8/8 called pella - ******* - sane as above. Told Hunter would call me back. 8/11 called pella - *******. Another gentleman said ****** was not in. Apologized for this not being handled like it should. He wrote today in for the county and pella inspections. He said ****** would call me with a time. 8/14 no response from Hunter. 8/18 call pella - *******. Told the pella inspection is not on the calendar and it would have to be another time. I explained I took today off from work and could not take more time off. I was told by ****** that he would call me back by 5pm with a weekend date. 8/18 call pella ******* - 3pm as no call received. Told by ******** that it would positively be today. And she informs me the county and pella inspection cannot be the same day. Untrue. We have installed many windows and it has never mattered. Plus the associate communicated wrong on 8/11 if this is the case. 8/18 at 6:03om. No call.

  Business Response

  Date: 08/29/2023

  RE: ************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I have been asked to follow up with the concerns presented by **************** regarding her sales and installation experience. 
  
  Pella Corporation does not coordinate installation services or provide warranty coverage for the installation of product. This service is provided by the local Pella Window and Door Store. 
  
  I contacted the local management team. Mr. ************************** with Pella Windows and Doors of *******, indicated that the final inspection was completed and passed on August 22, 2023. **************** also indicated that the final trim work is scheduled and confirmed with **************** for August 29, 2023. 
  
  Should **************** have any further questions or concerns, we encourage her to communicate 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 *********************************** Specialist
  Pella Corporation
  
  

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20492650
  
  I am rejecting this response because:
  
  pella was scheduled to come to our house on 8/30 for their final inspection and to put the pieces over the screws. I arrived home at 3:01pm and I already had a handwritten ticket on my door stating the customer wasnt home and they were short pieces did the screws. 
  

  I called immediately and was told the guy was there at 3:01pm and left. 
  

  this cant be true. I would have seen him in my subdivision - one way in and out plus I was in my driveway at 3:02pm. 
  

  second, since I wasnt there they couldnt inspect inside. Why would they come when they didnt have all the parts. 
  

  they knew what was needed for the appointment. 
  

  Appointment still needs to be rescheduled. I can no longer take time off from work. 
  

  thsnk you. 
  

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

  Business Response

  Date: 09/12/2023

  September 12, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: ************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I have been asked to follow up with ***************** rejection of our initial response regarding her sales and installation experience.
  
  I contacted the local management team. *************************, with Pella Windows and Doors of *******, indicated that the project coordinator contacted **************** on Monday September 11, 2023, to schedule a return visit to address he remaining concerns. It is my understanding this appointment has been scheduled for September 18, 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 by calling **************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:08/22/2023

  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 had $28,000 worth of Pella Designer series windows installed 21 years ago. Over time, the seal between the glass panes has failed, allowing moisture to enter and cause the window sash to rot. I contacted Pella, but they state that the 20 year warranty has expired and will not provide any relief or replacement. How ever, the damage occurred during the warranty period, but was invisible until this summer when a rotted window sash literally fell apart. Upon inspection of the other windows, I can see indications of similar damage where moisture is attacking the wood sash. Thus, although the damage occurred during the warranty period, Pella refuses to offer any relief or assistance in window replacement.Through some internet searching, I found that the Pella windows have had a long history of this problem, and consequently Pella has discontinued the line. In spite of knowing that these windows were prone to seal failure and the potential damage, Pella did not take any steps to inform me of ways to inspect and perhaps take preventive measures.

  Business Response

  Date: 08/22/2023

  RE:******************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I have been asked to follow up with Mr.****** concerns regarding his products being out of warranty.
  
  The warranty for wood products purchased between October **** and February 9, 2017,provides coverage for *********************** material and workmanship; a 20-year warranty for premature failure of the glass seal; and labor charges for service are covered for the first two years from the date of purchase.
  
  ************* claims that the issue with his units is seal failure. For clarification,the glass warranty is for IG (insulated glass) seal failure which only pertains to defects between the sealed panes of glass. IG is two pieces of glass sealed together and if that seal breaks and allows air or moisture to enter it will cause fogging. This is covered under the 20-year portion of the Pella warranty.
  
  The original order shows that the units were built with a single pane of glass with a removable double-glazing panel (DGP). The local service team indicated that the issue was with wood deterioration, not IG seal failure. Wood deterioration is covered for *********************************************** February 2012.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

• Initial Complaint

  Date:08/21/2023

  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.

  I am filing a formal complaint against Pella Corporation regarding a custom sliding glass patio door purchased through ******. Since its installation, the door has presented multiple critical defects that seriously undermine its functionality and compromise the security of my home.The most pressing issue concerns the locking mechanism on the exterior screen door, which has consistently failed to function properly. Despite various attempts, the door cannot be reliably locked without manual intervention. Additionally, the components responsible for holding the windows in place exhibit noticeable bending, leading to recurring issues with the sliding blinds and making them inoperable. Moreover, the handles on the door are alarmingly unstable, posing a potential safety hazard.Furthermore, it has come to my attention that the installer from ****** neglected to properly seal the door frame, leaving my home exposed to water intrusion during inclement weather.In an effort to resolve these concerns, Pella Corporation dispatched technicians to assess the situation. Interestingly, all these technicians, who were Pella employees, were subsequently terminated shortly after confirming the necessity for a complete door replacement due to manufacturing and installation defects. Despite providing all requested documentation, Pella has not demonstrated a willingness to fulfill their warranty obligations.This ongoing situation has caused me undue stress and compromised the security of my home. I urge Pella Corporation to promptly address these issues and provide a satisfactory solution that restores my confidence in the product and the company's commitment to customer satisfaction.I appreciate your attention to this matter and request a timely response to ensure a swift resolution.

  Business Response

  Date: 08/22/2023

  August 22, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: *************** BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I have been asked to follow up with Ms. ***** concerns regarding warranty issues.
  
  It is my understanding that service is scheduled for August 30, 2023, at which time Ms. ***** concerns will be addressed. Please have Ms. **** confirm this date with the local service provider. They can be reached by calling *************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:08/11/2023

  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.

  On 3 January 2023, *************************** (Pella Sales Representative) provided me Quote Number: 7183GJ200, Quote Number: ******** to install four windows in my home. At the time they stated they would start work in six weeks. Work actually started in April/May timeframe. They dropped one of the windows damaging my property. At that time I told them I wanted them to 1) repair the property damage, 2) have one inspector come out and inspect the work they have done, 3) install the stripping around the three windows, 4) refund my money for the fourth window that they did not install. I have made numerous calls to the Pella Local Representative, Local Manager, Pella HQ and to date my windows are still incomplete. A project that began earlier this year should be completed to the customer satisfaction at this time. As a Service Disabled Veteran and Senior Citizen I feel that I should get the same service that I tried so diligently to give. Any assistance that you can provide will be greatly appreciated.

  Business Response

  Date: 08/22/2023

  RE:********************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns ************************ presented regarding the installation and customer service experience for their ********************** HurricaneShield Series products.
  
  Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the difficulties the customer encountered with order ********* and apologize for the frustration this has caused.
  
  Upon receipt of your email, I contacted the local management team. *********************************, the Customer Support Supervisor for ********************** Windows and Doors of *******, indicated that the customer was reached by telephone on August 21, 2023. ****************** explained further that the final inspection was scheduled for August 17, 2023, but it failed due to no access.  I understand that the final inspection was rescheduled for August 22, 2023. The customer was informed that the management team is reviewing her request for compensation for her fourth window.
  
  If the customer has any additional questions or concerns,the local sales team may be reached at ************.
  
  Thank you for providing us with this opportunity to look into this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20455631
  
  I am rejecting this response because:
  I stayed at home all day on 27 and 18 August waiting for the inspection. I live in a gated community and no one came to the gate not contacted me. I received a call from Pella this morning stating they came to my home. I told them that I was home all day and no one attempted to contact me because I live in a gated community and I would have received a call. His reply, Oh youre in a gated community. My reply, Yes, they call anytime someone comes if their name is not on my list. And I didn't have a name and as a senior citizen I want to know whos coming to my home. 

  Pella advertisement is wonderful, their service is proving to be lacking the standards they ascribe. 

  I just want them to complete the work and reimburse me for what they have not done.

  This is the truth from the customer who is STILL AWAITING THE INSPECTOR. 

  
  Sincerely I NEED ASSISTANCE,
  
  *********************************

  Business Response

  Date: 08/29/2023

  RE: ********************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for the opportunity to address Ms. *********** additional concerns.
  
  Upon receipt of your email, I contacted the local management team. *********************************, the Customer Support Supervisor for ********************** Windows and Doors of *******, indicated that the final inspection with the county and the Installation Field Specialist occured on August 22, 2023.  The county approved the permit #********.
  
  If the customer has additional questions, the sales team can be reached at ************.
  
  Thank you for the opportunity to address this matter.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  Date:08/10/2023

  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.

  Pella installed all of our doors and windows in our new build. We noticed air was escaping around windows and doors and water was able to come in from the outside. We called Pella and they sent a service guy out. The Pella representative told us every window and door was installed incorrectly and they failed to insult or caulk the doors and windows. Every window and door. He recommended on his service report that every door and window must come out and installed correctly. He told us Pella will contact us. We waited 2 weeks and then called multiple times. They always say a manger is not available and we still have not talked to anyone about this issue. We are at a loss and thought we would start here before having to take legal action.

  Business Response

  Date: 08/15/2023

  August 15, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: ******************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I have been asked to follow up with the concerns presented by ******************** regarding her installation experience.
  
  Upon receipt of her comments, I contacted the local management team. *************************, the Service Supervisor with Pella Windows and Doors of *******,indicated that he would be calling ******************** to address her concerns.
  
  Should ******************** have any further questions or concerns, we encourage her to communicate with the local branch as they are in the best position to assist her. They can be reached by calling **************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation