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 Window and Door Showroom

  3622 Concord Pike Wilmington, DE 19803

• 

  Pella Window Store

  PO Box 3005 Champaign, IL 61826

  
• 

  Pella Windows & Doors

  801 Hanover St. Suite 600 Grapevine, TX 76051

• 

  Pella Windows & Doors

  2600 West 7th St., Suite 137 (Showroom) Fort Worth, TX 76107

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:08/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Pella storm door at Lowes. We have a warranty repair issue and Pella has referred us to their ******************** which is a different door company. We now know that ****** manufactures storm doors for Pella and handles service for Pella storm doors. Employees who take calls at ****** say they arent employed by Pella. The storm door, which is under warranty, won't close properly. The door is sagging. I contacted Pella and they sent a Pella door technician to our home. The technician came in a yellow Pella truck, and he identified himself as a Pella employee.The technician inspected the door and he saw no physical damage to the door. He said the hinges and mitered edges looked ok. He dis-assembled and adjusted part of the door. While he was at our home, he photographed parts of the door, and sent the information to his Pella supervisor for immediate input.After 45 minutes, the technician (with support from his supervisor) was unable to make the door close properly and he said we would be contacted about a replacement. When I didnt hear from Pella, I called their customer service number and was referred to ******. I contacted ****** to see if a report from the Pella technician was available for their review. An email response, that came from a Pella URL, informed me that the technician who came to my home doesnt work for ******, and ****** couldnt access a report from the Pella technician. The email suggested that I contact the Pella technician and forward his report and photos to ******. As requested, *** submitted a warranty claim, along with photos and documentation of the date of purchase. ****** acknowledges that the door is sagging, and they havent disputed that the door is still covered by the Pella warranty.- The door doesnt close properly.- The door is under warranty.- A Pella-trained technician identified no damage caused by the owner.Pella should stand behind their warranty.

  Business Response

  Date: 08/10/2023

  August 10, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: ******************* BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up on the concerns ************** presented regarding the warranty of his storm door.
  
  I have attached a copy of the storm door warranty for the customer's review. I have highlighted a section of the warranty regarding the process 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."
  
  We would like to explain that ****** Storm Door handles the warranty for Pella by ****** Storm Doors purchased through Lowes. 
  
  Thank you for providing us with this opportunity to look into this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20436850
  
  I am rejecting this response because 
  Complaint: 20436850
  
  I am rejecting this response because:
  I completed the Pella warranty claim form and submitted it on August 3, 2023 with documentation that: I'm the original owner of the door; a copy of an installation record as to when the door was purchased / installed by *****; the dimensions of the door; the serial number for the door: and photos that show both sides of the door, including the handle. Before submitting the warranty claim, I reviewed the Pella warranty online. It's important to keep in mind that a Pella door technician (employee) came to my home on June 15, 2023 and worked on the door. Emails from ****** sent under the Pella URL have the number: CID 1244446. 
  
  Sincerely,
  
  *******************
  
  

  Business Response

  Date: 08/14/2023

  RE:******************* BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I have been asked to follow-up regarding **************** storm door warranty claim.
  
  It is my understanding that the storm door team is communicating with ************** directly in order to address his concerns.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:07/26/2023

  Type:Billing 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 front entry door on 3/11/23 and have Order Number H03R5DP5XL to show transaction. Door was to be shipped directly to us. Door shipped on 4/14/23. In May we still had not received door. My husband contacted Pella via email. They said theyd look into it and never got back to us. I contacted Pella on July 6th and was passed off to a second party warehouse that my door was sent to, despite the fact that we paid $500 to have it shipped to our home. Warehouse lady ***** said shed call me back and never did. I contacted Pella on 7/24 and explained the situation and said I want my order canceled. She said there is no **** for that because they do not cancel orders. She said someone would get back to me within 48 hrs of my call and no one has. I asked to speak to someone in management and they will not let me talk to someone. They will not talk to me and they will not refund my $2,700+.

  Business Response

  Date: 07/31/2023

  RE:*************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I have been asked to follow up with ***************** concerns regarding an order that was not received.
  
  In an effort to resolve this issue, Pella Management has authorized a full refund.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:07/24/2023

  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.

  We bought our home 2 years ago and have Pella windows that were installed in 2007. A crank on one of our windows broke, and we have a few others that are very drafty, including one in our infant's bedroom. We want to get them serviced.Pella sent out someone to measure & provide an estimate. After 2 weeks, we didn't receive any estimate - I call customer service and they contact the tech, who sends an estimate the next day. However, that estimate is extremely vague and provides no detail - it simply says "labor to reglaze window. WINDOWS ARE LOCATED IN FRONT OF HOUSE SLIDING WINDOWS." It does not detail which windows, how many windows, or break down the cost in terms of parts & labor. We reply to the tech twice to ask for more detail with no response. Then I call Pella ***************** who says they'll talk to the tech and provide a more detailed estimate. The rep I spoke with said he would never send out an estimate with this little detail and was apologetic, agreeing that it was bad customer service.I received a voicemail from another customer service rep at ********************** today saying it's to deglaze and reglaze 6 windows, but again, nothing about which windows. And my understanding was we only needed to fix 2 windows. The rep stated that we can just sign the estimate to have the work start, but again, I don't know what I'd be signing up for!!Nobody seems to know what's going on and I can't get a hold of the tech who did the estimate. This is extremely frustrating. We just want to get our windows repaired with the knowledge of what actual repairs will take place, which is apparently an extremely heavy lift for a company that is in the business of repairing windows.

  Business Response

  Date: 08/04/2023

  RE: *************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I have been asked to follow up with concerns presented by ****************** regarding his service experience. 
  
  Notes in our Data Collection System indicate that he has been in contact with the local service team and they are currently working through the customers concerns. 
  
  Should ****************** have any further questions or concerns, we encourage him to continue communications with the local branch as they are in the best position to assist him. They can be reached at **************. 
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation

• Initial Complaint

  Date:07/24/2023

  Type:Product 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.

  River City Pella has lost my order 2 times. The first time I gave them my credit card number. Now they have raised the price. How do I prove I gave them my card number?

  Business Response

  Date: 08/04/2023

  RE: ************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that **************** has presented regarding his service experience.
   
  Upon receipt of your email, I contacted the local management team. ***************************, the Service Manager with River City Pella Windows and Doors, indicated that the customer had paid the service fee of $180 for the March 2023 service visit.  ************** stated that the customer returned a signed contract on July 20, 2023 and **************** provided payment by check.
  
  If the customer has any additional questions or concerns, the local service team may be reached at ************. 
   
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  Date:07/18/2023

  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 custom inside window shades that fit inside the interior window opening. I raised this issue before, during , and after installation. This has been most likely documented by Pella during the bid process that the shades hung vertically inside the window opening.After installation 2 (of the 5) window shades did not fit in the opening. While the previous tolerance for the shades was probably a 1/2" or so, I did not anticipate a narrowing of the interior opening. Contacted project manager, salesperson, and a third customer service person. I asked if some one could come out and look at the situation and see if there is a solution. Its now over one month and no one has addressed the issue.Order # ***JMLAO6 approx. $7,500 Installation Date 6/12/2023

  Business Response

  Date: 07/31/2023

  July 31, 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 ************** has presented regarding a custom inside window shade that does not fit.
  
  Upon receipt of his comments, I contacted the local management team. Mr. *******************,the Operations Manager for Pella Products, LLC, asked his team to look into this customer and contact **************.
  
  As the manufacturer, Pella Corporation provides our products to the local distributors. Pella Products, LLC is responsible for addressing all sales and installation concerns generated by their team and/or warranty related concerns for their customers.
  
  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: 08/06/2023

   
  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:07/17/2023

  Type:Product 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 Windows CONTINUES to send me UNSOLICITED marketing materials via the US *************** I am NOT, NOR HAVE I EVER BEEN a customer or client of this company. I have called, written and emailed requesting to OPT-OUT OF ALL COMMUNICATIONS and ALL OF MY REQUESTS HAVE BEEN IGNORED.

  Business Response

  Date: 07/18/2023

  RE:***************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for contacting Pella Corporation. I have been asked to follow up with you regarding the promotional mailings received by *************************** 
  
  I have submitted a request for ************************** to be removed from our contact list. Please note that he may continue to receive marketing communications for up to 60 days while our systems process this update.
   
  Should ************************** have any further questions or concerns, please do not hesitate to have him contact Pella **************** by calling ************.
  
  Again, thank you for your comments.   
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 07/18/2023

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

  However, if I there is future contact of any kind initiated by this company, I reserve the right to file additional complaints.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2023 we had a new window installed that required a previous window frame to be extended and a header to be installed for structural purposes. We thought that everything was installed as planned and the window looked great to us until the city came out and inspected. They failed our inspection and told us that because the header was not visible, they would need Pella to provide proof. It is now the 15th of July. Long story short, after me having to reach out to pella multiple times about the failed inspection, they told me that a header was in fact never installed and that they would need to tear out the window and tear into our wall again. They are here today reframing *** just told us the window would have to shift over due to the whole frame being poorly installed. We based our entire kitchen cabinet layout off of centering the sink on this new window only to find out that the window would have to move due to bad framing?! So not only was the header missing but now the location changed which leaves me with an uncentered sink. I am highly unsatisfied and this has caused us extra work, major headaches and delayed kitchen remodeling progress. At one point they tried to tell us that we (the home owners) had told them not to install the header?? Which is illegal and unsafe? And the header work is listed in the contract?? We absolutely did not EVER say that and saw that as a major cop out. Additionally, they pulled the wrong permit. The permit said that there would be no rough opening work done. This company lies.

  Business Response

  Date: 07/19/2023

  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 experience.
  
  Upon receipt of the customers comments, I contacted the local management team. The following information was provided by *****************************, with Pella Northland:During original installation of the kitchen window, there was a misunderstanding between the homeowner and our install crew regarding the homeowners permission to cut plaster from the header. Believing they did not have permission to cut plaster, our crew completed the installation without addressing the header. What they should have done was stop and tell the homeowner they could not complete the installation. We have counseled our crew on this and set proper expectations moving forward.
  
  On Sunday, July 16, a different Pella installer cut back the plaster and reframed the opening per code requirements. On July 18, 2023, that Pella installer met with the city inspector and the homeowner. The inspector agreed that the next steps were to add filler lumber and lag bolts to the header and continue with the install. Install will be completed on July 20, approximately 12PM-4PM.
  
  Should ************************ have any outstanding questions or concerns, we encourage her to work with the local branch as they are in the best position to assist her. They can be reached directly by calling **************.
  
  Thank you for the opportunity to review this matter.
  
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20329300
  
  I am rejecting this response because:

   

  As the homeowner, I absolutely would never had asked for anything that would have compromised the structural integrity and never said a thing about not cutting away the wall to save plaster. In fact I had okayed the original installer to rip out an outlet from the wall because it was in the way which made a hole in the wall. Clearly the plaster was not my concern if I had allowed them to do that. 

  The biggest issue with this project was the communication. After the install failed the 1st inpection we recieved communication from Pella that they just needed to clear up a few things with the city and that we would be able to schedule another inspection soon. It was NEVER disclosed to us that there was no header installed to begin with as we were promised in our contract. Based on the communication from Pella, we went forward and ordered cabinets, centering the sink and cabinets around the window. 

  Because the framing from the original Pella installer was bad, the 2nd installer had to shift the entire window. This leaves us with an uncentered sink, ceiling light and cabinets. 

   

  We, the homeowners are asking for a total refund at this point as we are going to have to spend more money on ordering a new spacer cabinet/rerouting ceiling light and moving the sink. 

   

  In addition, believing that the header was installed and that the city was just clearing up paperwork issues with Pella, we had a contractor come in and tile our floor. After Pella had to come back and reinstall the window, there was damadge to the new grout and finishing that led up to the drywall since they had to take the wall out to the floor. Previously they had only rough cut the shape of the window. 

  This whole thing is extra sketchy since the wrong permit was pulled to begin with. They pulled a replacement permit instead of a rough opening permit. Seems they were trying to save money and are covering it up. 

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

  Business Response

  Date: 07/28/2023

  RE:********************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I have been asked to follow-up with *********************** rejection regarding her installation experience.
  
  Pella Corporation does not coordinate installation services or provide warranty coverage for the installation of product.
  
  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 ************************ area is provided by Pella Northland. This location is responsible for addressing all sales and installation concerns generated by their team, and/or warranty related concerns for their customers. Any questions about a refund would need to be directed to Pella Northland.
  
  We encourage ************************ to reach out to the branch directly as they are in the best position to assist her. They can be reached by calling **************.
  
  Respectfully,this will be our final response.
  
  Thank you for the opportunity to review this matter.
  
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:07/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pella Northland has acknowledged they replaced a picture window which was deficient and are dragging their feet with a replacement.

  Business Response

  Date: 07/17/2023

  RE:*************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence.  We appreciate the opportunity to address Mr. ********** concerns.
  
  Upon receipt of your email, I contacted the local management team for Pella ****************************************** Manager, indicated that she spoke with ********************************* on Friday, July 14 and Monday, July 17. It is my understanding that Pella Northland has offered to order new sashes with the Sun Defense Low-E glass and will have a third-party company repair the faded seat board. ********************** has accepted these terms.
  
  Should Mr. and ********************** have any further questions, we encourage them to continue working with Pella Northland. They may be reached at ************ or toll-free at ************.
  
  Thank you for reviewing this information.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20310876
  
  I am rejecting this response because:  Pella's system allows an individual to delete a work order without Pella or another employee being aware of it.  *********************** said this is what happened to my work order and why there has been no contact since  last February.  ************** also told me that since the BBB contacted Pella the original work order has been reinstituted.  The reason I have rejected Pella response is that as of this writing I am exactly where I was in February, having a promise but no actual work being done.  I am confident that the work will begin soon since it was the BBB that called their attention to this matter.  When Pella begins work on my window I certainly accept Pella's response.  I am very grateful the BBB was able to get this resolved quickly.  THANK YOU much.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/26/2023

  Dear ********************:
  
  Thank you for your recent correspondence. I have been asked to reply to Mr.********** rejection regarding an unresolved service experience.
  
  Please note that the BBBs only involvement is to provide information. As stated in our original response, ********************** needs to contact the local service team should he have any questions or concerns.
  
  The local service team for Pella Northland 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:07/12/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************* (Pella rep who has since been terminated for unethical behavior per local branch associate) agreed in writing/text, in person and verbally to 0% interest for first year -contract and price were agreed upon on 11/06/22 -Pella rep changed contract without notifying me that interest rate was no longer going to be 0% for first year like we spoke about on contract, in person and written.-I signed the contract based off of the reputation of the Pella brand that was referred to me by my neighbor. She stated they would do a great job and be trustworthy. That was definitely not my experience and it appears I got the unethical employee and a terrible customer service experience.-Im a good ******* and I pay my bills faithless on time every month. When I noticed my payment increased I contacted the finance company to inquiry what changed. They explained that I had an introductory rate of lower payments but I have been always paying interest. They told me it wouldnt be a problem to get it corrected but it would have to be done at the local branch. -so I contacted the local branch as was given ********************* (the manager) info to speak with about rectifying the issue. -I reached out to ***** and sent email, text and voicemail of the issue. -I also spoke with **** who was very nice and tried to help resolve the issue but referred me to ********************** contacted me back while I was on vacation with ****** so I missed his call -when I called him back and exchanging text, he was very rude and defensive stating it was my fault and I shouldve read the contract thoroughly. Even after knowing his employees unethical behavior this is the stance he took.-I spent close to 6 figures on windows and ********************* has treated me like trash -Not once did he try to get clarity or figure what his employee did wrong -He was completely defensive and rude instead of trying to problem solve for a customer that has prof that he was willfully misinformed by *************************

  Business Response

  Date: 07/12/2023

  July 12, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: *********************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up with Mr. ***************
  
  *********************, the Retail General Manager with Pella Windows and Doors of *********,**, provided the following information: **************** signed a contract with Pella Windows and Doors of *********, ** in November of 2022 where he agreed to the Greensky terms. ************** indicated that his team will continue to service his products and fully honor the contract.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service of Pella products in **************** area is provided by Pella Windows and Doors of *********, **. This location is responsible for addressing all sales and installation concerns generate by their team, and/or warranty related concerns for their customers. This would also include any billing dispute.
  
  Should **************** have any outstanding questions or concerns, we encourage him to reach out to the local branch as they are in the best position to assist him. They can be reached by calling ***************
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:07/10/2023

  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 a new PELLA sliding glass door and it was installed in September of 2022. The seal failed in December 2022. I filed a warranty claim with Pella on January 3rd, 2023. Pella has been unable to fix the door. They have had over 6 months and have sent two defective doors. Their local servicer can't seem to fix. They have offered us our money back BUT not for the installation. I want the door and installation refunded due to the fact they can't warranty their own product. We just want what is right. We don't want their defective products but do think they should have to pay for replacing and paying for the new installation. They have wasted an enormous amount of our time and it's not fair they don't have to stand behind their warranty. Their customer service leaves something to be desired.***************************

  Business Response

  Date: 07/13/2023

  July 13, 2023
  
  *************************
  Better Business Bureau
  *******************************
  **********, ** 50310
  
  RE: *************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up on the concerns the customer has presented regarding the service experience for their 250 Series sliding patio door.
  
  Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the difficulties ******************** encountered with Lowes #**** order ********* and apologize for the frustration this has caused.
  
  I understand that the original door that was installed is exhibiting seal failure on the fixed panel. Replacement panels were ordered but were rejected due to quality issues.   The third reorder was placed with a request that the quality team inspects the product before shipping. Unfortunately, the manufacturing plant has rejected the last panel that was built due to foreign material in the glass that was shipped from Cardinal.  Another reorder has been placed.
  
  The Pella Corporation Customer Resolution Specialist indicated that she is waiting to hear back from ******************** as she was checking with ***************************** to arrange the installation of the replacement panel.
  
  We encourage the customer to continue working with the Customer Resolution Specialist team as they are in the best position to assist with this.
  
  Thank you for reviewing this information.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20298331
  
  I am rejecting this response because ***************************** does not have the correct information on her reply.  PELLA corporate has refused to fix my sliding door.  They want to reimburse me for only the sliding door since their local servicer has refused to come out to my house to complete the repair and the original claim was filed on January 3rd, 2023. Since PELLAS local servicer said I threatened their employees ( which is not true) PELLA wanted me to find a contractor to do the repair but we are unable to find a contractor willing to fix PELLA defective door.  This door was only installed in September of 2022 and failed within three months of installation.  PELLA  only offered me the cost of the sliding glass door BUT not the installation. Their customer resolution specialist called it a warranty release.    I paid labor of over $4000 for 3 windows and one sliding door installation.   I have attached the documentation from the warranty claim I submitted with PELLA incident number 230103-003412 and the contract for my window costs from LOWES>    Pella has had the opportunity to fix this sliding glass door since January 3rd of 2023 and has failed to do so. Pella's customer service is terrible.  I don't want to deal with them anymore. I have been patient and allowed them to try to fix my brand new door but they were unable to fix it in a 6 month period.   I would like the cost of the door, screen door and hardware along with LABOR costs to be reimbursed to me.  I would also ask you to investigate the report Pella said I threatened the safety of their local servicer. This is a false claim and PELLA has caused me and my husband a great deal of stress trying to navigate the repair of our new door because of this. I asked PELLA in what way I have threatened them and have not been given any information from PELLA resolution team.  I have filed a complaint with the BBB and state contractors board regarding the local servicer here in ******* **********.  PELLA did not protect ** as customers and allowed this local servicer to fabricate a story since they have poor quality control.  I am asking for approximately $4200 back from Pella to buy and new door from a different manufacturer and have it installed.   I also have a large file with all of the email docuentation from PELLA National and PELLA local and can submit the entire file to your office. Pella should not be able to treat good customers in this manner that received a defective door brand new

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

  Business Response

  Date: 07/26/2023

  Dear ********************:
  
  This email is in response to your rejection submitted to the BBB. I have been asked to follow up with the concerns you have presented regarding your unresolved service experience.
  
  Option 1: As Pella is unable to provide service that meets your expectations;accordingly, per warranty terms, Pella will provide you with a full refund of the purchase price of your Pella 250 Series sliding patio door. Because Pella will provide you with a full refund, Pella will no longer have any warranty obligation with respect to the Pella 250 Series sliding patio door. That means Pella will no longer provide any service or repair work on the Pella 250 Series sliding patio door.  This option will require that you sign a warranty release.
  
  Option 2: You are to find a contractor that will install the replacement panel that was ordered by Pella Doors and Windows of *******************. Pella Corporation will provide reimbursement for a reasonable labor amount to install the panel. A quote for labor will need to be provided by you.
  
  Given the difficulties in communication that you and Pella have had, if you have any further questions regarding the refund, please send them in writing to my attention. Neither Pella nor Pella Doors and Windows of ******************* will respond to any telephone or in-person inquiries regarding this issue.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20298331
  
  I am rejecting this response because:

  Dear BBB

  Pella's option 1 - Pella local servicer refused to service my house due to a fraudulent report given to corporate Pella. I have asked Pella to investigate and they have refused.   Pella has NOT been able to fix my window and has refused to service it moving forward. they have had over 7 months to which to get a replacement panel for my brand new door installed less than one year ago.  In light of this fact, I will take a warranty release BUT with installation included in my refund.

  Pellas option 2 - We are unable to find any contractor that wishes to service a PELLA door or window and Pella has refused to help to find a contractor for us as it's their responsibility to fix their defective product.  We have spent countless hours following up with them and waited for 3 separate door panels to arrive only to be defective just like our new door. 

  I am attaching my contract for the sliding glass door and three windows we purchased last year for Pella. We deserve to be REIMBURSED all costs relating to this door,  We are asking for the refund for the sliding glass door, screen, hardware and installation costs. 

  We were was sold a defective door and PELLA cannot fix it. This door was only installed less than a year ago in September of 2022

  PELLA corporation should have a responsibility to pay for all costs involved in replacing my PELLA door with a new sliding glass door.  The BBB should require Pella to resolve this matter and do the right thing. 

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