Business Profile

Producers

Pella Corporation

Headquarters

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Complaints

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

Customer Complaints Summary

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

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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:06/21/2023
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 writing to file a formal complaint against Pella *************** Corporation regarding a recent experience I had with their products and services.On 15 July 2022, I purchased a set of Pella windows for my home renovation project at an upfront payment of $16,445. Since then, I have encountered numerous issues and delays throughout the entire process, which have significantly impacted my satisfaction with the company. Here are the key points of concern:1. Poor Product Quality: The windows and doors I received from Pella have exhibited multiple defects and inconsistencies. These include missing windows, chipped/scratched frames, cracked screens, and missing screens which have compromised the energy efficiency, functionality, and appearance of the products. I expected a higher level of quality from a reputed company like Pella.2. Inadequate ***************** My attempts to seek resolution and support from Pella's customer service department have been met with long wait times, unhelpful representatives, and an overall lack of accountability. Despite my numerous calls and emails, I have not received satisfactory solutions to the issues I am facing.3. Project Delays: The installation of the windows and doors was scheduled to be completed within three months from purchase. However, there have been several unexpected delays caused by Pella's inability to deliver the products on time and address the identified defects promptly. These delays have inconvenienced me and caused additional expenses. The initial installation of the windows did not occur until January 2022 - 6 months after the order and payment date. And, one of the seven windows and multiple screens were not available on the scheduled installation date. Since then, Pella has promised on multiple occasions to come out to the house and replace the damaged screens and repair/adjust the windows but nothing has happened.Pella continues to promise a refund and delivery of missing items but nothing has happened.
Business Response
Date: 07/05/2023
Dear ********************:

Thank you for your recent email. I am writing to follow up on the concerns ********************** presented regarding the product quality and customer service experience of his ********************** 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 with ********************** Windows and Doors of *****, **, indicated that all work for this customer has been completed. ****************** indicated that compensation will be provided as a goodwill gesture for the additional time the customer had to invest in the completion of his project.

If ********************** 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
Initial Complaint
Date:06/19/2023
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.
placed an order for a window. immediately i noted that the by mistake i input the wrong measurements. i called the company in less than ******************************* to cancel it but they refused it.
Business Response
Date: 06/20/2023
RE: *************************** BBB ID #********

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

Thank you for your recent email. I am writing to follow up on the concerns ****************** has presented regarding the request to cancel his online order.

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 his E-Commerce Order H03G6B6QXB and apologize for the frustration this has caused.

We would like to explain that when checking out online, the customer must agree to our "Terms & Conditions" agreement to be able to submit the order. By agreeing to the agreement, they accept our terms and conditions including the no-cancellation policy. We apologize for any inconvenience or annoyance the agreement has caused.

I have attached a copy of our terms and conditions for the customer to review.

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

Sincerely,

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

Customer Answer
Date: 06/20/2023

Complaint: 20200150

I am rejecting this response because i requested the cancelation 10 minutes after I placed the order. This order was placed wrong due a computer error and I dont need the product.
Ive never heard that you cant cancel the order online.

Also, was never disclosed that this is an order and i would not be able to cancel it.

Sincerely,

***************************
Business Response
Date: 06/21/2023
Dear ********************:

Thank you for your additional email. We are writing again to address Mr. ******** rejection of our response.

We would like to explain that our response remains the same. An order cannot be placed until the customer acknowledges the Terms and Conditions. When checking out online, the customer must agree to our "Terms & Conditions"agreement to be able to submit the order. By completing the agreement, the customer accepts our terms and conditions including the no-cancellation policy. We apologize for any inconvenience or frustration this may cause.

We thank you for reviewing this information. Respectfully, this will be our last response on this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:06/08/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/6/23, I ordered a Pella door in the amount of $2,837.52. My sales Rep name is ***********************, who generated my order. I ordered a "Full Light, Tempered ****************** Double Water Lower-E *** Filled Glass." Contract #**********. On 5/18/23, my door was delivered and my contractor checked for any damage. No damage was found. On 5/30/23, my contractor installed the door and I noticed that the decorative Water Fall glass was facing inside the house and not out towards the street. I called *********************** and advised him of the issue. **** advised me that the glass was wrong and should be Double sided, per my contract #**********. **** contacted Pella Corp and they advised him that the glass was correct. I advised **** that it isn't correct and sent him pictures. I advised **** that Pella has 2 options. 1) Turned the glass around so it's facing towards the street and refunded for the Double sided Water Fall Glass that I never got or 2) I want the correct glass put in. I have not heard back from **** on this matter. My contract clearly states "Full Light, Tempered ****************** Double Water Lower-E *** Filled Glass." Enclosed you will see pictures and emails.
Business Response
Date: 06/30/2023
RE:***************** BBB ID #********

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

Thank you for your recent correspondence. We appreciate the additional opportunity to address ************** concerns.

According to order 310EYY024, Full Light, Tempered Textured & Obscure Double Water Lower-E *** Fill Glass was ordered. I am checking with the glass manufacturer to get clarification on how this glass is made.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:06/05/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In March 2022, we ordered replacement Pella windows for the original part of our home for a cost of $35,998.92. Initially, there were many issues with measuring, remeasuring, reordering, etc but we went along with whatever Pella needed to do to get the windows. The windows were installed in August 2022. We had issues with shutters, which took months to resolve and now we have different colored shutters. The woodwork around some of the windows was poorly done, with gaps at the joints. There was supposed to be a final walk-thru to identify any issues, which has never happened. We repeatedly called to get the woodwork fixed, and after months of complaints, they showed up to do the work. We learned that one window was completely installed without any insulation. So we do not know if this is the case with the other windows. The trim around the kitchen window (which is the most visible window we see many times a day) was replaced with trim that is scratched. We had not paid the remaining balance since the work and final review was not completed correctly. Pella wanted payment so we paid another $10,000 with agreement that the issues would be fixed. After more phone calls and no response (the last phone call I made was 3 weeks ago and was promised a return call that I never got), we received a letter on 01 June that we would be turned over to a collections agency unless we immediately paid the balance. I called the Installation manager as soon as I received the letter, and still did not receive a call back. I called and paid the balance on 02 June, and informed Pella I was filing a complaint. They did not care about the complaint and have no interest in fixing the poor workmanship of the woodwork. We also don't feel that wood putty should be the answer to the poor workmanship. We had no issue with paying the money. All we want is to have windows that look nice without scratches and gaps on the corners.
Business Response
Date: 06/07/2023
RE:*** & ************************* BBB ID #********

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

I am writing to follow up with Mr. and Mrs. ********* concerns regarding their installation and poor workmanship experience.

I contacted the local management team. *******************************, the Retail Manager for River City Pella, indicated that the Install Manager has contacted the customer and set up a site visit to address any of their outstanding issues.

Should they have any further questions, we encourage Mr. and ********************* to reach out to the local branch as they are in the best position to assist them. They can be reached by calling **************.

Thank you for the opportunity to review this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 06/13/2023

Better Business Bureau:

The installation manager brought some staff to work on the windows. They were unable to confirm all the windows are insulated without damaging the trim so we will deal with that later if there is an issue.
I think the Pella corporate person should be aware that we called the ********* Pella office multiple times to try to get the issues fixed, with no response ... over several months. So the suggestion to work through them was not working. We appreciate the Better Business Bureau helping to get this resolved.
Sincerely,

*** & *************************
Initial Complaint
Date:06/01/2023
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.
Paid for a front fiberglass door from Pella & never received the door we ordered, even after almost 2 years and two different attempts by Pella. After 6 months of ordering the first door we received a door that was wrong size. Had to reorder the door and what received anoither 6 months later and was installed was not what we had paid for. Sidelights were too long and all glass you could see thru.Pella offered 2 options , we could keep 2nd door and They would pay for tinting of the glass which would have taken away from the glass design. Option B was they would pay for etching which turned out not be an option as no one would do it. *************************** , door maker said they would not re make door as Pella should have known on custom ordered doors the no visibility glass was not available or something along that line. The first door we received was wrong size and waited almost a year for 2nd door as it had to be reordered with correct size, On the 2nd door the side lights were full length and had clear glass in them. We ordered no visibility and half side lights .Pella did refund a small portion of the cost as we were told we had no other choices. The manager basically told us we had to take their small offer or nothing! They did offer a full refund however not until they received their door back so we would have had to pre-pay for another door and wait again so we would have had double investments and Pella would have used our money for a few more years. Not acceptable . I also requested money back and for our old door back but found out they destroyed it even before the 2nd door had been completely installed. I was not going to file a complaint but after thinking about this I think it is the right thing to do. If for no other reason to protect other consumers who in good faith do not receive what they pay for. I seek a full refund for the price we paid for a product we ordered in good faith but never received.
Business Response
Date: 06/05/2023
Dear ********************:

Thank you for contacting Pella Corporation. I am writing to follow up with Mr. ********* concerns regarding his sales and product experience.

I contacted the local management team. ************************, the President and CEO of Illini Pella, ***** responded to our inquiry. He indicated that the sales manager had negotiated a settlement payment which was paid on February 3, 2023. Mr. ***** also confirmed that it is an Illini Pella, **** business policy that if it was determined that a full refund was merited; the customer would need to have the door removed and replaced by another company and then return the door to Illini Pella, ****

Pella Corporation does not manufacture *************************** Entry Doors. This product was sold by the independently owned and operated Illini Pella, ****

Should the customer have any outstanding questions or concerns, we encourage him to communicate with the local branch as they are in the best position to assist him. ******************** can reach them by calling **************.

Thank you for the opportunity to review this matter.

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
Date:05/31/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In February of this year we had our windows replaced with Pella. It has now been 3 months and despite attempts to contact THEM we have not been able to get our final inspection completed. We have been paying them this entire time, and even 6 months before installation (they require up-front payment but then YOU have to call THEM to find out the status of your job.). When you call the company, you are subject to 45-minute plus wait times even if you are "Number 1" in line. When I reached out via email to our account manager (the only contact I have on file) regarding frustration/wanting to talk to my project manager, he simply deferred me back to the phone number where I have waited cumulative HOURS for someone to pick up. I have been unable to have my job resolved and closed. Finally last week I was assured that someone would contact me with scheduling. It has been 8 days and I haven't heard. This is awful behavior, a horrible way to conduct business. They are a poor example of an "industry leader".
Business Response
Date: 06/05/2023
June 5, 2023

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

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

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

Thank you for your recent email. I am writing to follow up on **************** concerns regarding her installation and customer service experience.

Pella Corporation and Pella Windows and Doors of ******* continually strive to provide superior customer service. We very much regret that **************** 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 team. *********************************, the Customer Support Supervisor with ********************** Windows and Doors of *******, indicated that her team was able to contact the customer to schedule the final inspection for June 9, 2023.

If the customer has any additional questions or concerns, the local sales team may be reached at ************.

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

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
Date:05/24/2023
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.
I purchased a Pella patio door 60 in by 80 in the color fossil. The package was sealed and was supposed to have a handle and lock set included. Once we got the door installed we noticed that the handle was not in the box. Went to the local *********************** and the gentleman was there that helped me load it and said that box was sealed and I said yes and he said then you have to contact Pella. If the box was open or damaged then it could quite possibly be our responsibility. So I contacted Pella and listen to their recording about how they aim to satisfy their customers and we'll stop at nothing until we are satisfied. As a contractor I have never dealt with such an inconvenience or have been called a liar by another company. They told me it's not their responsibility that I need to contact the *********************** where I purchased it or I have to pay $347 plus change for a new one. I'm sorry we already spent about $2,000 on the door and the handle was supposed to be included the woman called me a liar and said if the box was sealed to handle would have been in there. I am owed a door handle set in the fossil color with the lock and key because that is exactly what I had paid for. I just want what is owed to me.
Business Response
Date: 05/25/2023
RE: *********************************** BBB Complaint #********

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

Thank you for your recent letter. I am writing to follow up on the concerns ************************ has presented regarding his Pella products.

In order to assist the customer further we ask that he provide an order number or a copy of the receipt. Once this is received we can look into these concerns.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
Date:05/11/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Feb. 7th we signed a contract for two custom sliding doors. On Feb. 13th a specialist reached out and advised we are scheduled for May 10th installation. We didnt hear anything from them since then. On May 10th (today), I reached out to the sales specialist who sold ** the doors ($11,000) and they advised we were indeed on the schedule today and someone would be here between 8am and 10am. At 10:01am, I received another call from sales advising that the installer was double booked and couldnt come today. Mind you- NO COMMUNICATION FOR 3 MONTHS! The sales specialist then said that I needed to reach out to his project manager who would reschedule it. At 10:04 I spoke with the project manager who said theyll get back to **. (I shouldnt be having to reach out to anyone to fix THE COMPANIES mistake). He was so nonchalant about everything like it wasnt a big deal. PEOPLE TAKE DAYS OFF WORK FOR THIS AND LOSE MONEY! He finally got back to me at 12:30 and said they wouldnt be able to come out for ANOTHER MONTH because the installer is out of town for 3 weeks. So now I have to take ANOTHER day off work. And who knows if theyll actually show or communicate! I am disgusted with how unprofessional this company ended up being. And the lack of communication is so incredibly frustrating. Not to mention the lack of caring! It may not be a big deal to you to uproot your entire day and then have to wait another month just to get what you shouldve had already, but its a huge deal to most people. I am also caring for my father who is in hospice so this is just one more thing we did not need right now. I have reached out and left several messages to the office and still have had no calls returned. This is simply not ok.
Business Response
Date: 05/12/2023
May 12, 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 and lack of response experience.

Upon receipt of your email, I contacted the local management team. Mr. ****************************** the General Manager of Operations and Fulfillment for ***** *************************., indicated that he has reached out to the customer to express his regret for her experience. I understand that ******************** and his team are focused on providing the soonest available installation date.

If the customer has any additional questions or concerns, the local sales team may be reached at ************.

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

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 05/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and while I am still waiting a month after initial install and feeling an apology isnt enough, I will wait to take further action until June 5th, if needed, which is now my new scheduled install date.

Sincerely,

***************************
Initial Complaint
Date:05/10/2023
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.
I Have reached out on several occasions to Pella about this issue and no one returns my calls or answers email. The issue is Pella replaced 8 windows for us at a cost of $23,000. of the 8 screens that came with the windows only 3 screens are able to be removed without doing damage to them. Seems simple enough, right? reference # ***LBLQXW. Last I heard from them was in Nov. to set up a date for replacement in December. On Dec. 5th 2022 they had an installer come out to replace the castings with the ones we had ordered. He did this job, but came with only one screen for replacement. He verified the problems with the other 5 screens and said he would include his findings with his report. I was told the other screens would be installed at the end of Dec or early January, but it has been radio silence since. I have called prior and last, sent an email on May 2nd with no response. I sent the email as I was promised a call back from ******* who is supposed to be handling the case but isn't returning our calls Obviously there has been ample time to correct this issue and I have just ran out of patience at this point.I just want then to repair and or replace the screens so they they and the windows can be properly cleaned.I have attached an example video of the problem, some screens won't even budge, some come out only partially
Business Response
Date: 05/15/2023
RE: *************************** BBB ID #********

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

Thank you for your recent contact. I am writing to follow up with Mr. ********** concerns regarding the screens not fitting for his Pella Impervia windows.

Upon receipt of his comments, I contacted the local management team. Mr. ******************** the Operations Manager with Pella Product, LLC, indicated that his team had left a message with the customer requesting to schedule a recovery date for May 23, 2023, to install the remaining three screens.

We encourage ********************** to continue communications with the local branch as they are in the best position to assist him. They can be reached by calling ************** or **************.

Thank you for the opportunity to review this matter.

Sincerely,

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

Customer Answer
Date: 05/18/2023

Complaint: 20038057

I am rejecting this response because:
First, there are actually 5 screens that are a problem, not three. I did reach out to Pella and convey this but haven't received a firm reponse as of yet. I did let them know that the 23rd of May is a good date and I will be available that day
Secondly, I had also conveyed to them that I feel the core of the problem was with the installation of the windows. Probably with them being too tightly shimmed and taking away the clearance required to properly remove the screens. I am assuming that 5 screens from eight windows did not pass their quality control department, at least i hope not. Therefore, it's my feeling that trying to replace the screens with the same ones will result in the same condition. I feel that the solution will be in measuring each opening and custom making the screen to fit that particular opening.
With this in mind, I am not comfortable closing this complaint until all the screens are in fact working correctly:
This is one of my initial emails with the number of screens as a problem being "5 of eight" screens:
ohn McSweeney <************************> Wed, Jul 27, 2022, 4:39?PM

to Mandy, me

Hi Mandy,

Thanks for getting back with me. I am attaching copies of the casings. Also thank you for ordering the screen.
As for the rest of the screens, I feel bad to bring it up but only 3 of the 8 screens were able to be removed and installed again as designed. 2 of them I had a very tough time with and 3 others I tried but thought I would do damage so I left them in place. So I removed the window in order to clean the glass surfaces on those. Not really sure of the cause but the fit seems to be too tight.

Thank you, ***************************
************

Sincerely,

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

Business Response
Date: 06/05/2023
RE: *************************** BBB ID #********

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

Thank you for your follow up email. I am writing again to follow up on the rejection ********************** posted to our previous response.

I have again contacted the local management team. Mr. ******************** the Operations Manager with Pella Product, LLC, indicated that his team will be scheduling a site visit for a supervisor to meet with the customer to determine the next steps.

If you or ********************** have any additional questions or concerns, the local sales team may be reached at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Business Response
Date: 06/07/2023
RE: *************************** BBB ID #********

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

Thank you for your follow up email. I am writing again to follow up on the rejection ********************** posted to our previous response.

I have again contacted the local management team. Mr. ******************** the Operations Manager with Pella Product, LLC, indicated that his team will be scheduling a site visit for a supervisor to meet with the customer to determine the next steps.

If you or ********************** have any additional questions or concerns, the local sales team may be reached at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:04/25/2023
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 9/5/22, I submitted a repair request to have my sliding glass door repaired. The door would no longer lock properly and it is a security issue. Although it was a security issue and the door could not locked, the rep only had 10/7/23 open for someone to come by and look at the repair. On 10/7/22 the rep showed up but could not repair the door. The rep stated that the door was squeaking and determined that the door is bowed and it must be replaced. A new door, striker plate, latching mechanism, handles, and rollers were ordered but could not be installed until December. This is all covered under warranty. I received no paperwork or follow up phone calls. I had to call PELLA Service and speak with a rep. I indicated the current door still cannot be locked in its present condition and remains a security issue. Im currently blocking the door closed which is impeding my egress to only one way in / out. I explained that I need a repair date as to when that work will be done due to its security. After 6 months, Pella install a replacement door. After repair the lock worked for two months (3/16/23) and the sliding door, as with the original complaint could no longer lock. I provided a detailed email of the problems again. No response from Pella. I had to call the customer care number to expediate the case. Included was a short video and still photographs of the problem. Pella set up a representative to repair the problem. That happen on 4/24/23. A rep, arrived at my home. He was the same repair person that looked at the problem in October of 2022. Once again, he could NOT repair the problem. He needed order the parts. Again I had to submit another inquiry on 4/11/23. For 6 months, I can NOT lock my sliding patio door, exposing my family to potential security issues.
Business Response
Date: 04/27/2023
April 27, 2023

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

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

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

Thank you for your recent email. I am writing to follow up on the security concerns that ************************ has presented regarding his Pella 350 Series sliding patio door.

Upon receipt of your email, I contacted the local management team. *****************************, a Service Manager with Pella Windows and Doors of ********, acknowledged that there have been a few concerns with Mr.*********** sliding door. ************** also stated that most recently the Technician Supervisor has been to the home and determined that a new lock assembly needed to be ordered. I understand that the scheduled return date is June 2, 2023. If the part is received earlier, a new service date will be scheduled.

If the customer has any additional questions or concerns, the local service team may be reached at ************.

Thank you for the opportunity to review this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 04/28/2023

Complaint: 19979583

I am rejecting this response because: While the suggestion that they ordered the part is "hollow" at best. They have been ordering and showing up at my home since October of 2022. First it was a "Supply Chain" issue, then it was the incorrect parts. Yes, a 3rd representative was at my home April 26 and spent an hour attempting to repair the door. AGAIN, the "$40.00 part" was ordered, but unavailable. The part is not in PELLA inventory. The part in question is available at various sites on-line (i.e. Amazon etc).
No repair date has been scheduled.
I do not want to close out this issue until it is resolved. I have had repeated attempts ******** being ordered, service calls and visits with NO resolution. This is a security issue for 7 months, placing my family's security in jeopardy.
Sincerely,

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

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