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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Submit a Complaint

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: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.
Pella was to install slider doors and a replacement window on April 24th. The contractor showed up and was generally confused and dissatisfied with the nature of the project. The subcontractor commented that the measurements weren't done to his liking and that there would likely be complications that weren't disclosed to us by Pella. However, it could be he didn't want to hassle with the project, and now we're placed in the middle between Pella and sub.The subcontractor abandoned the installation later the same day. We have discussed the situation with the local manager. They have told us they are working on a resolution. However, considering that we were also lied to by the salesperson (I won't get into that here), and considering the monetary value, we are escalating this to the BBB so that Pella corporate can ensure the situation is rectified without further delay or hardship. We simply need the windows/doors installed according to the original scope and contract and done in a professional and *******-like manner.
Business Response
Date: 04/26/2023
April 26, 2023

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

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

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

Thank you for your recent email. I am writing to follow up on the concerns ************** has presented regarding the sales and installation experience for his Lifestyle Series Pella products.

Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. However, ********************** 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. We regret to learn of the difficulties the homeowner encountered with order 363SCM163 and apologize for the frustration this has caused.

I understand that the customer was under the impression that the installers would be Pella employees. We would like to explain that the installation crews are vetted and qualified by Pella Windows and Doors ******. They are contracted by Pella Windows and Doors ****** and their craftsmanship is warranted by Pella Windows and Doors ****** as well.

Upon receipt of your email, I contacted the local management team. *******************************, the West ***** Sales Manager, provided that he was aware of the problems that were expressed by the first installer, Mr. ******************************** ********************** has reassigned the installation to *************************** who has already been on the job site to access what action was needed to complete the installation. As per the process,the measurements will need to be verified by the order verification team.

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

Thank you for providing us this opportunity to look into this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 04/27/2023

Complaint: 19976713

I am rejecting this response because: The new installer has been on site, and it appears that the measurements for the sliding doors were incorrect (too wide, and too short). In accordance with the contract, we have submitted our rejection/disapproval of the sliding doors in writing by email to the local office, in addition to providing the only 3 options we see for moving forward.

We are in communication with the local office. However, we're rejecting this BBB response in order to keep this communication/complaint open until the parties arrive at a resolution.

Sincerely,

*********************
Initial Complaint
Date:04/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Pella failed to deliver screens for wood replacement casement windows at ****************. Customer followed up several times, but company never produced the purchased screens.Desired resolution is delivery of appropriate window screens, as contracted.
Business Response
Date: 04/25/2023
April 25, 2023

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

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

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

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

To helps us better assist, please ask ************** to provide an order number. Once we receive this information, we will further investigate this matter.

Again,thank you for your correspondence.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 04/25/2023

Complaint: 19974474

I am rejecting this response because:
I am unable to locate the order number, but please reference the order and installation address:
2666 ********
***********, ** 32308

Sincerely,

*** *******************
Business Response
Date: 05/01/2023
RE:*** ******************* BBB ID #********

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

Thank you for your follow-up email. We are writing again to request more information in order to assist ************** further.

We would like to ask the customer to provide the name of where he purchased the screens and a receipt for the purchase.

Thank you for your assistance with this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 05/03/2023

Complaint: 19974474

I am rejecting this response because:
Cannot locate receipt, but I believe sales person was *************************, installer D&W. They would've been responsible for providing screens but didn't.
INSTALLATION ADDRESS IS:
2666 ********
***********, ** 32308

Sincerely,

*** *******************
Customer Answer
Date: 05/03/2023
Complaint: 19974474

I am rejecting this response because:
Cannot locate receipt, but I believe sales person was *************************, installer D&W. They would've been responsible for providing screens but didn't.
INSTALLATION ADDRESS IS:
2666 ********
***********, ** 32308

Sincerely,

*** *******************
Business Response
Date: 05/05/2023
May 5, 2023

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

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

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

Thank you for your additional email.

Unfortunately,neither the local distributor nor Pella Corporation were able to find any order for ********************* in ***********.

With that said, until order information is provided, we consider this our final response.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:04/12/2023
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 entered into a contract with Pella for replacement of windows and doors for a total cost of $54,500 in July of 2022. As of today, 04/08/23, they have not installed the trim or replaced a broken window that they installed even though the glass was broken prior to installation. Communication with them is almost non-existent as they won't answer or return calls or emails.
Business Response
Date: 04/14/2023
April 14, 2023

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

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

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

I am writing to follow up with **************** concerns regarding her installation and lack of response experience.

Upon receipt of the customers concerns, I contacted the local management team. ********************************, the Customer Support Supervisor with ********************** Windows and Doors of *******, provided information that the final inspection has been approved.She also indicated that the post visit for the trim work is scheduled for May 10, 2023. The local service team will be contacting the customer to set up an appointment.

Should the customer have any outstanding questions or concerns, we encourage her to contact the local branch directly by calling **************.

Thank you for the opportunity to review this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:04/10/2023
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.
I went to ***********************. to order a sliding glass door with glass panels on each side. The siding door was in the middle. The salesman at Lowes sent a man to measure the door. We then ordered the door January 12th, 2022 and paid $3,266.47 for the door and $831 for the installation by a contractor. At the end of March it arrived at Lowes and contractor picked the door up and brought it my house and started to install the door. They took my old door out and open the boxes to the new door. there were no instructions, no screws and no trim. They put the new door in with the screws that they had and put foam around the ends and top of the door to keep weather out. I went back to Lowes and they ordered a new door. In the meantime, I was having a screened in porch built on the back of the house so the new door would not be in any weather. It is near the end of July and my contractor has just about to finish the porch and I need the new door to finish the project to get my final inspection because the trim around the door needs to be completed. It arrived in July and I go to Lowes and ask them for my money back from their contractor because my contractor was there and could put the door in. They agreed to it and gave me $831.00 back which I used to pay my contractor to put the door in and trim it out. After the door was put in the astragal, this is the center post where the door meets and latched. Does not fit properly, there is a space at the top and the bottom. I took pictures of it and went back to Lowes, showed them and ask to see the Pella rep. I called, I emailed and this went on in to Sept. Finally they sent me a new astragal, it didn't fit any better. The rep. and her boss came and measured and sent a new astragal, no better. I got in touch with the rep. sent me 2 and one ******* a little better but still not right. I have sent pictures every time. my contractor has been here 3 times to put the astragals, total $250. I have ask for $4,200.00.
Business Response
Date: 04/26/2023
April 26, 2023

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

RE: ************************* BBB Complaint #********

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

Thank you for your recent correspondence. I apologize for the lengthy delay in my response regarding Mr. ********* concerns.

I contacted *************************, the Pella Corporation National Account Sales Representative that works directly with Lowes #**** in **********, **. She indicated that she had been in direct email communications with ********************.

She also indicated that additional astragals were ordered in an attempt to resolve the customers concerns. It is my understanding that she was willing to discuss compensation once the project is complete.

Thank you again for the opportunity to review this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 04/26/2023

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. The project is done, I do not plan on putting in anymore astragals. They can't get them right. The only thing I want from Pella is my money back. I'll settle for $4,200.00.

Sincerely,

*************************
Customer Answer
Date: 05/09/2023

Complaint: 19917125

I am rejecting this response because:
The project is done, I do not plan on putting in anymore astragals. They can't get them right. The only thing I want from Pella is my money back. I'll settle for $4,200.00.

Sincerely,

*************************
Business Response
Date: 05/10/2023
Dear Mr. ********:
Thank you for your recent contact. As stated in earlier communication, ***************************** would be the point of contact for any request for compensation.

That said, I contacted *****************, the Pella Corporation National Account Sales Representative that works directly with Lowes #**** in **********, **. She indicated that she had been in direct email communication with the customer. ***************** also informed me that additional astragals were ordered in an attempt to resolve the customers concerns. She indicated that she was willing to discuss compensation once the project is complete.

Thank you again for the opportunity to review this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:03/28/2023
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.
I ordered 4 windows from Pella in July 2022. The scheduled installation was Jan. 12th, 2023. The first installation appointment was rescheduled for the following day (Jan. 13th). The installers failed to show up on the 13th and did not send any warning that they would not be showing. I called the scheduler after the end of the appointment window. I sat around all day waiting for a reply. The scheduler did not reply till the following Monday (Jan. 16th). The appointment was then scheduled for Jan. 24th. The installers showed up 3 hours late on the 24th and were unable to finish the job, which was intended for 1 day. The ******* did not attend the install on the second day and the job was again left unfinished with sawdust all over the work area, the windows left unclean with finger prints and glue on the glass and no interior caulking sealing the trim. I emailed the scheduler with photos of the job site and my complaints. There was damage to a window frame that had paint scraped off and seams with unsightly glue squeezed out of the frame joints in addition to the unfinished job and cleaning concerns. At this point I have spent 4 vacation days to be home for the installation. Now Pella sends out the customer complaint team on Feb. 23rd. Again, no show no call. I spent another vacation day waiting. The complaint inspection was then rescheduled for March 1st. The customer service member showed up and I explained the sawdust, quality defects, window cleaning and damaged frames. The service member vacuumed the area, ordered a new panel to replace the damaged frame and scheduled the original installer to come finish the job on Mar. 21. The quality defects are just part of Pella's limited quality control. The glue seams and marred finishes on the frame are "normal." The installer came to clean the windows and seal the seams. Overall, the experience cost me ~$14,000, 7 vacation days and the product did not deliver in the sound reduction and quality departments.
Business Response
Date: 04/03/2023
RE: *************************************/*************************** BBB ID#********

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

Thank you for your recent email. I am writing to follow up on the concerns the customers presented regarding the installation experience and quality of their Impervia 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 you encountered with your order 756VOW031 and apologize for the frustration this has caused.

Upon receipt of your email, I contacted the local management team. ********************************* with Pella Windows and Doors of ********, LLC acknowledges that there was a delay in installation. I understand that the installation was completed on January 26 and January 27, 2023. ****************** also indicated that product issues were reported, and it is his understanding that the service issues have been addressed.

If the homeowners have additional questions or concerns, the local service team may be reached at ************.

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

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
Date:03/27/2023
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 ordered almost $90K in products from Pella, in ***, in June 2022. Products were installed in November 2022.Upon installation, there were several issues with brand new products. Products arrived damaged, or once installed did not work as expected.It has been almost six months since installation and Pella continues to drag this process out. They do not show up to scheduled appointments and do not return requested phone calls. This is not the first time I have worked with Pella, and in the past, customer service has been over-the-top exemplary. I have been willing to pay high prices for high-quality products, in part knowing that Pella customer service was truly amazing and all issues would be resolved in the best manner possible. I am living a nightmare with Pella right now, however.My home is currently rented, and my tenant is so frustrated I am afraid he may break his lease. Meaning, Pella will have a major negative impact on my financial security, due to continued incompetence and unwillingness to honor contractual agreements. I cannot risk this happening without taking all possible action.To date, I have been patient and accommodating with Pella. I have emailed and called multiple times and asked for help politely and respectfully, only to be continually "blown off."I seek your help in forcing Pella to honor their contract with me and resolve outstanding issues with my purchased products.Also, at this point, Pella has not honored the contract we signed, whereby I paid them almost $90K. I would like a minimum 25% refund to compensate me for the time they continue to waste and delays they have caused.Thank you for your assistance,****
Business Response
Date: 04/10/2023
April 10, 2023

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

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

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

Thank you for your recent email. I am writing to follow up on the concerns that **************** has presented regarding the unresolved installation concerns in her windows.

Upon receipt of your email, I contacted the local management team. *************************, the Replacement Sales Manager with Pella Windows and Doors of ***********, **, indicated that he has been in contact with ****************. I understand that he provided his contact information as the point of contact in reaching a resolution.

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: 04/12/2023

Complaint: 19857907

I am rejecting this response because: There has not been an acceptable response regarding financial compensation. I discussed this with Pella representative ********************* and informed him of this and have had no response regarding this matter since that conversation, approximately a week ago. Again, Pella is not being responsive. Thank you for your attention and support with this.

Sincerely,

*********************
Business Response
Date: 04/13/2023
RE: ********************* BBB ID#********

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

Thank you for your follow up email. We are writing again to address the customers additional concerns.

We would like to explain that as the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service for Pella products in your area is provided by Pella Windows and Doors of ***********, **. This location is responsible for addressing all sales, installation concerns generated by their team, warranty-related concerns for their customers, and/or any request for financial compensation.

*************************, the Replacement Sales Manager with Pella Windows and Doors of ***********, **, would be Ms. ******* point of contact.

Respectfully, this will be our final response to this matter.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
Date:03/21/2023
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.
Subject Response from Pella FIRST REQUEST: Cust Name ( ) Question Reference # ******-000448 Response From Pella Customer Support (07/26/2022 08:31 AM)I orginally contacted them about my new door turning pick, the door and the whole frame is pink. Less than one year after installing it. I don't know if it was like that on purchasing because it was installed on our new home.Repair man came by to change the front panels and realized that it would not match the frame. The door is drastically different then the one I ordered. Yes, your Pella door is under 20 years Limited lifetime warranty.I suggest you take pictures of the defect and email them to **** will start a warranty claim for you as soon as I received the pictures.I am currently part-time with ****** so please CC these email addresses:It is important that we have the actual cash register receipt or order acknowledgement to verify this with Pella.Please email me this receipt as soon as you can. Thank you,*********************** Service Coordinator Pella *************** ************ I SENT THE RECEIPT ALMOST ONE YEAR AGO! THEY HAVE DRUG THIS OUT A VERY LONG TIME! THEY HAVE MADE ONE EXCUSE AFTER ANOTHER...SHORT STAFF/ SHORT SUPPLY AND ON AND ON AND ON I AM NOT DOING THEIR WORK, I PAID FOR A PRODUCT AND DIDN'T GET IT. I WANT MY MONEY BACK OR THE PRODUCT REPLACED
Business Response
Date: 03/22/2023
Dear ********************:

Thank you for your recent email. I am writing to follow up on the concerns **************** has presented regarding the warranty for her 2021 vintage Pella entry 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 she encountered with her Lowes #**** order ********* and apologize for the frustration this has caused.

I understand that the customer was provided with two options. I have outlined them below for your review.

- The customer can provide 2 bids to consider for refinishing the product. It is the responsibility of the customer to obtain these bids as they are the ones who will ultimately have to schedule the refinishing. The door is installed on their property, and we are not familiar with their area which are just a couple of reasons why we cannot get these bids ourselves. Once the customer sends in those bids we would take a look at them for consideration. If approved we would send the customer a reimbursement check for the refinishing.

- The customer can go to Lowes and have Lowes reorder a full unit and install it for them. Again, if they pick this route we need to notify the local Pella Representative for that store so they can properly assist the store in getting this done for the customer.

If **************** has any additional questions or concerns, she may contact the Pella ************************** at ************ or Lowes #************************************************************************************; ***** at ************.
Thank you for providing ** with this opportunity to look into his matter.

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
Date:03/20/2023
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 bought $27k worth of windows and a patio door from Pella. We signed up in June 2022. Told we would have the windows installed in Nov. I should have looked Pella up on BBB first! I have the same problem, it seems, that everyone else is having that I am reading on here. Horrible customer service, no information, no communication. Finally in January they installed the windows. The contractor didn't speak English well, his helper spoke ZERO so they couldn't even communicate. They left my house in a mess and didn't know when the door (that was measured by two Pella employees) would be in...... as the one he had was the wrong one. I have called managers, my husband has called corporate... nothing. Its March 20th and my home has been in shambles, stickers on windows, no inspection, and no door. Poor service is an understatement. Here is the contract and pictures of the mess, glass, chards of metal left in my home and an unframed door that has been like this for months. I wanted these windows for both Thanksgiving and Christmas and now I might have to rearrange my house again at Easter. $27,000 and we have been paying since JUNE!!!!!
Business Response
Date: 03/30/2023
March 30, 2023

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

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

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

I am writing to follow up with ****************** concerns regarding her installation experience for her 2022 order 7182JSHLF and 2023 order 7183KSMWL.

Upon receipt of the customers comments, I contacted the local management team.*****************************, the Customer Support Supervisor with ********************** Windows and Doors of *******, indicated that she spoke with the customer. Post visit is scheduled for April 1, 2023, and the installation of the door is scheduled for *** 1,2023.

Should the customer have any further questions or concerns, she may reach the local branch directly by calling **************.

Thank you for the opportunity to review this matter.

Sincerely,

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

Complaint: 19625669

I am rejecting this response because:
First, I am upset that I received a response only because I put in a BBB complaint. That's what it took for someone to call me back!
Second, the date was April 10th left on my vm, no one called or showed up 4/1, it was a Saturday so even a little attention to detail would have been helpful but this is what happens with this company, they can't get their dates straight or come when they say. We shall see if they show up 4/10. Also, they sent someone out to inspect and it failed! Lastly, my install was late because of the door... now a new door was reordered with a rush and its taking longer for the door to come in than the original order.

This company needs to get their depts and different teams to communicate properly.

Sincerely,

***************************
Business Response
Date: 04/05/2023
April 5, 2023

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

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

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

I am writing again to follow up with ****************** concerns.

Upon receipt of her rejection message, I contacted the local management team.*****************************, the Customer Support Supervisor with ********************** Windows and Doors of *******, advised that she regrets the typo error that she made. The dates on the schedule remain as was stated on the voicemail left for the customer; April 10 for site inspection and May 1 for the installation.

Should **************** have any further questions or concerns, we encourage her to reach out to the branch directly by calling **************.

Thank you again for the opportunity to review this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 05/08/2023
Thank you I would like the case reopened because Pella did not honor the two dates they gave you. They also have still pushed out installation of my door to May 30 after rescheduling twice so I am not hopeful this will get done. I signed contracts and started paying for this in June of 2022. We will be going on a year soon. No one contacted me until I filed this complaint originally so Im re-opening it in the hopes to continue to get them to complete this job.
Business Response
Date: 05/10/2023
RE:*************************** BBB ID #********

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

Thank you for your email. We are sorry to learn of the customers installation difficulties.

I have reached out to the local management team for more information. *********************************, the Customer Support Supervisor with ********************** Windows and Doors of *******, indicated that she spoke with **************** on May 5, 2023. She explained that the team would not be able to start the installation as planned. I understand that the installation has been rescheduled for May 30, 2023,which was confirmed by the customer.

If **************** should have any further questions or concerns we encourage her to contact the local sales team for PWD-*******, LLC at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 05/10/2023

Complaint: 19625669

I am rejecting this response because:
As it appears to be the history with Pella, this keeps getting rescheduled. This is a trend now not just a typo or error. I signed the contract in June of LAST YEAR. Installation was said to be Nov, then Dec, to only have to move the initial installation to January.
Upon a poor installation and the wrong size door, until I filed a complaint, no one had any answers nor contacted me about completing the job. So upon this complaint, if I can even remember correctly, there were dates scheduled. April 1st was scheduled by the communication in this complaint but it was the 10th for the post visit to fix a window that was crooked after we failed inspection. May 1st was for the door to be installed, then it was rescheduled to May 6th, now the 30th... See the trend?
So here we are in May and I still dont have a door, I have had stickers on my windows for 5 months now because only one permit was pulled and without the door, the inspection failed. (that was a separate visit I had to be available for) I work and have a family. I have been rearranging my plans and job for scheduled times to only (the day before) get cancelled or rescheduled. I haven't missed a payment,but I am sure if I wasn't paying, they would contact me.
Pella is very prompt at responding to these messages and they make it sound so nice, however, its been nothing but irresponsible cancellations, little to no communication unless I complain,and the job is still not complete with only weeks from this being a year ago I signed the contract. So I am asking this complaint be kept open since its the only way I receive action and to even see if they show up on the 30th,otherwise I will have to reopen it again.

Thank you

Sincerely,

***************************
Initial Complaint
Date:03/17/2023
Type:Sales and Advertising 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.
These trolls have my mailing address that I never gave them! I am not interested in your deperate pathetic promotional mail and have requested you take my name and address - delete my personal information from your system completely!!! STOP sending me junk mail - I WOULD NEVER call you for any services because companies that send out promo mail and junk mail never make my list to call. Your marketing tactics DONT WORK
Business Response
Date: 03/20/2023
RE:***************************** BBB #********

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

Thank you for your recent email. I am writing to follow up on the concerns ********************** has presented regarding the marketing communications she has been receiving.

I have submitted a request for ********************************* to be removed from our contact list using the contact information provided.
*****************************
*************************************************
Daytime Phone: *********
E-mail: *************

Please note that she may continue to receive marketing communications for up to 60 days while our systems process this update.

If the contact information on the mailings is other than that shown above or if ********************** has any further questions or concerns, please do not hesitate to contact Pella **************** by calling ************.

Thank you for providing us this opportunity to address this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 03/20/2023
where did you get my request and consent to even be on your stupid mailing list! I never signed up.
Keep getting it for the next 60 days? I will return everyone back to your desperate business. These marketing tactics do not work
Complaint: 19614835

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:03/16/2023
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 placed an order for a huge window in our kitchen that overlooks our patio (photo attached) on 10/27/2022. Found out today from a service rep the window wasnt even placed for order by the company until 11/22/2022. My field coordinator, *************************, does not return emails or contact attempts. I am coming up on 4 months and have never been able to speak with *************************. Because of this, our kitchen renovation is being placed on hold because the contractors can no longer move forward until the window comes in. This is not a complaint on how long the production of the window is taking its a complaint that they waited 3-4 weeks to put the order in and the absurd lack of communication from a Pella Windows.
Business Response
Date: 03/20/2023
RE:*********************** BBB ID #********

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

Thank you for your recent email. I am writing to follow up on the concerns ****************** presented regarding the sales experience and lack of response from the local team for his 250 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.

We would like to explain that the units on order 83322JSL6L shipped from the Pella facility on March 15, 2023. The estimated ship dates for the installation accessories are April 10 and April 13, 2023.

If ****************** has any additional questions or concerns,the local team may be reached at ************. They are in the best position to provide information on delivery and installation.

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

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation

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