Business Profile

Producers

Pella Corporation

Headquarters

This business is NOT BBB Accredited.

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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:03/13/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered Pella doors on February 2/23/2021. They tried to deliver a damaged product on August 3, 2021, the installer took the product back. We cancelled our contract in writing via email due to poor quality control and not meeting the time guidelines stated in contract. ************* Operations Manager decided he would order them anyways despite our request to cancel. They are trying to send us to collections for $7500 despite never having received a legitimate and working product. Contract stated product must be delivered within 4-5 months. They kept our $841.90 deposit.
Business Response
Date: 03/14/2023
Dear ********************:

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

Pella Corporations position remains the same as stated in the attached letter, dated August 22, 2022.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
Date:03/13/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
***************************, of Pella ***********, **********, completely botched and misordered windows for our home renovation project. We have correspondence and documentation that proves ******************************* negligence.In sum, *************************** ordered an extra $5,552.20 of windows we DID NOT NEED (not including tax). Not only did he order 3 extra windows for our kitchen, when we clearly discussed and showed that we only needed one; more egregiously, when we changed from a French door to a sliding glass door, he neglected to remove a casement window we did not need.As customers, how are we to be expected to catch ******************************* mistakes, and then pay for them? The work order was not designed to look clear to us, the customer.So far, *************************** and ********************** bought back 3 of the kitchen windows at 50%. But his error went far, far beyond that. We have already lost $2061 in windows we did not need. But we still have a $1,440.20 window that is sitting in our garage.********************* failed to order windows properly, according to our specifications and changes, we did not catch it on the work order, and we are now paying the ultimate price. Put it this way: we overpaid $5,552.20. Only $2,061, less than half of that, was "bought back" from his mistake. This cannot stand. We are extremely unhappy customers. Pella needs to alleviate the financial pain they have caused us. They are asking to close out our account, demanding $2,460.27 for windows we aren't using, ones that *************************** never should have ordered.
Business Response
Date: 03/21/2023
March 21, 2023

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

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

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

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

The following email was sent to Mr. and ********** on March 21,2023:

Dear Mr. and **********:

Thank you for your recent email. I am writing to follow up on the concerns you have presented regarding the sales experience for your Lifestyle 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 237N43859 and apologize for the frustration this has caused.

Upon receipt of your email, I contacted the local management team. Mr. ************************** the Senior General Manager with Pella Windows and Doors of **/NY, has stated that he has been in contact with you in an effort to address the concerns. We encourage you to continue to work with their team for a resolution.

If you 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
Customer Answer
Date: 03/21/2023

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:03/13/2023
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.
I purchase some sliding doors for my house on 09/25/2022 an the told me that before the end of the year I will get installed. today is 03/10/2023 and NOTHING I call and no body has any information, they don`t even know when I will get installed, ******* even doesn`t respond.But when I ask them to get my money back they say NO.I paid in full the date that I signed, and now they don`t want to do anything.This is a joke, I want to cancel, this business is not doing things right, they lie and are scamming people.
Business Response
Date: 03/15/2023
March 15, 2023

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

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

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

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

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 her order and apologize for the frustration this has caused.

Upon receipt of your email, I contacted the management team for Pella Windows and Doors of *******. *********************************, project coordinator, indicated that she had contacted **************. It is my understanding the installation is scheduled for April 19 and 20.

Should ************** have any questions regarding her appointment, she is welcome to contact ******************** team. They may be reached at ************ or toll-free at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:03/13/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Pella windows has a long lead time. Communication is poor. I signed to purchase two doors and bay window from Pella over 8 months ago. They came to install product it took two days and they informed that the exterior finish pieces were not in box. Our windows were unfinished for two months. Still not complete. Replacement window is scratched inside of window. Cant believe window people would not see that. When pointed out they did. It is on order. Company is not completing items that they pointed out to me. Very unhappy that project is incomplete. When i pay premium prices I expect quality delivery, communication, and a complete job.
Business Response
Date: 03/21/2023
RE:*************** BBB ID #********

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

Thank you for your recent email. I am writing to follow up on the concerns ********** has presented regarding the installation experience for his Lifestyle 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 letter, I contacted the local management team. *********************************, the Retail Sales Manager with Pella Window and Door of Georgia, indicated that a sash and touchup paint needed to be ordered. I understand that a return visit is scheduled for April 7, 2023.

If ********** has any additional questions or concerns, the local service 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
Initial Complaint
Date:03/13/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a Pella sliding glass door and had it installed successfully. No problems so far, yet when we attempted to file a warranty claim for a broken screen door screen, the issues began.Numerous times from 2002-2023, we have tried filing a Warranty claim through the Pella website, the recommended method. No contact in return. We called the local Pella Windows and Doors of ********, *********, ** retail store - same response; nothing. No e-mails, no texts and no phone calls; no contact in return whatsoever.Why does the Pella Corporation tout the 'lifetime' warranty for the products, and then give no response or activities to current owners and customers in supporting the warranty claims? We are not seeking and monetary recompense, just asking that the Pella Corporation stand behind the product, and warranty. We are finding out the term 'full lifetime' means someone, or some warranty / customer satisfaction entity is entirely too full of itself.
Business Response
Date: 03/13/2023
March 13, 2023

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

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

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

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

To further assist him, we are requesting that he provides the order number, a copy of the receipt, or the serial number on the door. Once we have this information, I would be happy to look into Mr. ********* concerns.

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

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:03/10/2023
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 purchased a new Pella door and put it in storage while saving to buy more building materials to build a cabin. Pellas FAQ section says that it does not affect the warranty period to store products in storage until being installed. I didn't notice the manufacturer's defect when it was installed. But my painter noticed it while painting. The metal grid (panes) inside the glass is facing the wrong direction. The brown side is facing the interior of the cabin and the white side is facing the outside of the cabin. This is a very OBVIOUS manufacturer's defect because it's not damage. But that is how it was built. I contacted the manufacturer and they said since it's outside of its 2-year warranty, they want me to pay $691 to flip the glass window around the other way. I refuse to pay to fix a build problem. It was already a $1200 door. The cabin is new construction and hasn't even had it's final inspection by the county yet.
Business Response
Date: 03/14/2023
March 14, 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 warranty for his 2018 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 the homeowner encountered with order ******* and apologize for the frustration this has caused.

After further review, it has been determined that the door was manufactured as ordered. The serial number provided shows that the door was ordered with a grille exterior color of white and grille interior color of harvest.

Further, I understand that ********************** was not the original purchaser, and the product that had been returned to Lowes was purchased as is.

Thank you for providing us with this opportunity to address your concerns.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:03/09/2023
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 built a fully custom home with **************************** in the ******** neighborhood of **********, ******** and closed on it in December 2021. Prior to closing, we identified two issues with our Pella windows, including a broken grille in the large arched window of our study. We have attached two photos for your reference. The issue still is not resolved, and we cannot impress upon you how many hours we have spent, nor how frustrating it has been, attempting to resolve this. Below is a highly summarized version of events: 10/15/2021 - Broken grille identified earlier in 2021 was formally added to our official punch list with the builder. We were told our builder was contacting Pella. 12/2/2021 - Closed on new house; we signed off on our 30-day punch list that included broken window grille. 2/1/2022 - Pella scheduled to visit our home to address two window issues, but didn't show. After we reached out to Pella, they said glass didn't come in. We told Pella rep. that we needed grilles and not glass. He said he would call back, but didn't. 2/18/2022 - Our construction manager notified us that he contacted Pella and new glass with grilles for our study was ordered. 4/11/2022 - Pella scheduled to visit to address two window issues, but didn't show. 4/21/2022 - Our construction manager notified us that he hadn't heard from Pella (****************) in a couple of weeks. 8/9/2022 - Pella was scheduled to bring the replacement glass with grille. After the scheduled time, we received a call saying that the window was broken loading it on the truck. We asked if the technician could send a photo of the broken glass, but we were told a photo wasn't available. 1/3/2023 - After many, many calls by us, Pella was rescheduled to bring the replacement glass with grille. Technician (*********************) showed up, and while preparing to install the replacement window, broke the glass again. We were informed that ************************* reordered it and that he estimated the new glass would be available approximately August 2023. Quote number is ********. 2/27/2023 Sent a message via LinkedIn to ********************* (General Sales Mgr.), *************************** (President), and *********************** (General Manager) of Pella *************** ******** outlining this timeline and asking for how to get this resolved, but with no response.This summary does not include the many calls we and our builder made to Pella. Each time someone from Pella was scheduled to visit, we were told that we would be notified two days prior to your representative's arrival time. Each time, nobody contacted us and we ended up reaching out the day of the scheduled visit to find out if anyone was still coming. Not only have we cleared our schedules countless times and stayed home to no avail, but we have called both Pella ******** and the service department ************* and ************) and relayed our story to numerous people in hopes of getting a status update. Each time, we were told that someone would call us back, yet nobody ever did. The one exception has been *********************************, who has followed through with communication and has attempted to help us with this issue. How can we get this resolved expeditiously and be assured that Pella will: 1) show up and 2) not break the window a third time?
Business Response
Date: 03/15/2023
Dear ********************:

Thank you for your recent email. I am writing to follow up on the concerns ************** has presented regarding the installation experience and lack of communication for her Pella 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 to make them aware of the customer experience. We also discussed options available to them in an attempt to improve the ship date of the reorder.

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

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

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 03/15/2023

Complaint: 19558021

I am rejecting this response because the issue has not been resolved. I appreciate the response, and after filing our complaint, we received two voice messages (one to me and one to my husband) saying that they are awaiting our order. There was, however, no mention of an order number or what the item is they're awaiting. After several attempts to call back (we couldn't leave a message because the voicemail is full), we did finally get ahold of *******. When we asked for more details, such as when our order is anticipated to be delivered, she did not have the order or quote numbers to reference, so we provided them. We have now been told the part is due in June and we are scheduled in July for install, but no exact dates. Last time, they lost the window (prior to breaking it), so until we are sure the window actually comes in, is delivered in good condition, and installed, we do not want to close this complaint.

Sincerely,

*********************
Business Response
Date: 03/28/2023
March 28, 2023

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

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

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

Thank you for your follow up email. We are writing again to respond to the customers rejection message.

We would like the homeowners to know that we are currently working with the local branch and the manufacturing team to improve the ship date on the replacement order.

If ************** has any additional questions, Pella ********* **** may be reached at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Business Response
Date: 03/28/2023

March 28, 2023

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

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

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

Thank you for your follow up email. We are writing again to respond to the customers rejection message.

We would like the homeowners to know that we are currently working with the local branch and the manufacturing team to improve the ship date on the replacement order.

If ************** has any additional questions, Pella ************** may be reached at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:03/07/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a defective huge window. Waited several months for the replacement to come. They scheduled installation. When they came they opened the box and surprise top outside piece of window WAS NOT PAINTED! So they said I could paint it and they could come back to install. What????Why didnt it come painted or why wasnt I warned I needed a painter? There would, of course, be an additional fee to come back. I already had to pay for labor to replace defective window. I also have to pay approximately $1500 to replace balances because they failed, house is 15 years old. Never had this problem in other houses. Also paint is flaking off on inside bottom of windows. Thought pella was the best. If these are the best, hate to see the worst. So very disappointed. Wrote a previous complaint, manager asked if ** retract it, he would fix problems. Guess what didnt happen. Still unpainted window installed.So very disappointed. Should not have to pay installation if still under warranty. Company should stand by product, replace if defective free of charge and should deliver new windows fully painted. Now the only way to get it painted is to take it out, then pay for another installation. How is this helpful? ! What a racket!! I would never buy Pella again.
Business Response
Date: 03/08/2023
RE: ***** *** BBB ID #********

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

Thank you for contacting Pella Corporation. I am writing to follow up with the concerns Ms. *** has presented regarding service issues for her Pella Architect Series double hung windows.

Upon receipt of her comments, I reviewed information in our Data Collection System and was able to determine the following: in regard to the customer questioning why the replacement was not painted, the original order shows that the units were purchased with Primed Interior meaning any replacements would be ordered the same. Notes from the service team indicate that the customer was aware she would need to paint the interior of the replacement sash that was received.

The customer also questioned the charge for labor. As stated in the Pella Warranty, labor is only covered for the first two years after the date of purchase. The following explains the warranty that is purchased with Pella wood products, the warranty for wood products purchased between October **** and February 9, 2017, provides coverage for *********************** material and workmanship; a 20-year warranty for premature failure of the glass seal; and labor charges for service are covered for the first two years from the date of purchase.

It is my understanding that the service team is scheduled for a return visit on March 29, 2023, pending delivery of the balances.

************** have any further questions or concerns, she may reach the service team directly by calling **************.

Thank you for the opportunity to review this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:03/06/2023
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.
Purchased $23k in windows in May of 2022. Since taking our money the branch has engaged in deceptive business practices and has failed to install the windows. They scheduled 3 installs and didn't show. They are unresponsive and give us a scripted lie that "CJ the scheduler is in a staff meeting and will call later or tomorrow" and that call never happens. We have requested a refund multiple times and they refuse but they also refuse to install the product. They have never had a conversation with us that wasn't a lie. They have not attempted to complete the project in a reasonable time per the contract and have not operated in good faith. They took our money and ran. We've called corporate customer service and they just direct us back to the branch. The branch did admit to corporate that they can't locate all our windows so we now know they don't have them to install and have been lying consistently for months. We have filed reports with the IL attorney general's customer complaint office and our local police department for fraud. We have not been refunded nor do they attempt to schedule us for install. Corporate needs to step in here and make this right. Multiple reviews are on ******** and ****** about this very branch with this similar experience. My wife filed a BBB complaint weeks ago and it was never answered.
Business Response
Date: 03/13/2023
RE: *********************** BBB Complaint #********

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

Thank you for contacting Pella Corporation. We appreciate the opportunity to further address Mr. ****** concerns regarding his recent sales and installation experience.

Upon receipt of your letter, I contacted the local management team. ***************************, the Customer Support Supervisor with ********************** Windows and Doors of Northern ********, indicated that his team has proposed a solution to the customer and they are waiting on a response.

Should the customer have any outstanding questions or concerns, they may contact the local branch by calling **************.

Thank you for the opportunity to review this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Business Response
Date: 03/13/2023
RE: *********************** BBB Complaint #********

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

Thank you for contacting Pella Corporation. We appreciate the opportunity to further address Mr. ****** concerns regarding his recent sales and installation experience.

Upon receipt of your letter, I contacted the local management team. ***************************, the Customer Support Supervisor with ********************** Windows and Doors of Northern ********, indicated that his team has proposed a solution to the customer and they are waiting on a response.

Should the customer have any outstanding questions or concerns, they may contact the local branch by calling **************.

Thank you for the opportunity to review this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 03/17/2023

Complaint: 19543592

I am rejecting this response because:
The company has offered a small discount but is still wanting to install the windows. We do not wish to further our business with Pella and continue to expect a refund in full.
Pella took nearly $23,000 from us, repeatedly lied to us both verbally and in written form, failed to show up for 3 installation dates they scheduled and ultimately never delivered the product. The legal definition of this behavior is criminal FRAUD. They have not made a good faith effort to honor the contract.
At this point we will be expecting a full refund with legal fees and other expenses. Please expedite.

Sincerely,

***********************
Business Response
Date: 03/24/2023
March 24, 2023

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

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

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

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

******************************** with Pella Products, LLC of ********, **, Pella Corporation ******************* and Pella Corporation **************** have received a demand letter from the customers legal counsel. As such, we respectfully request this complaint be closed, as the team will be responding to the demand letter.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:03/06/2023
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 built a new home and moved in 5/2022. Since we have moved in we have now had 5 different sets of windows (19 individual windows) leak water into our house. Each time we reach out to Pella they will try to place the blame on the builder. For each leaking window it has taken months to get Pella service to come out to investigate the issue further. They often have to come out multiple times and still cant explain why the windows are leaking. The issues still have not been resolved and the leaking windows continue to cause water damage to our new home. The windows have also been noted to excessively freeze and frost on the interior.
Business Response
Date: 03/07/2023
March 7, 2023

*************************
Better Business Bureau
2625 *************
**********, ** 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 water infiltration concerns in her windows.

Upon receipt of your email, I contacted the local management team. ***************************,the Retail and Trade Support Manager for the Gunton Corporation, indicated that a site visit is scheduled for March 9, 2023, to determine the cause of infiltration.

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 Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 03/09/2023
Complaint: 19536730

I am rejecting this response because:
We first contacted Pella about our leaking windows in 1/2022. Since this time, with each time it rains, a new window starts to leak. It takes months to get a technician out to service the windows and additional months to get replacement product in leading to further damage to our brand new home.
The technician came out to do a third water test today. The water test was not completed and the technician is again going to try another remedy to fix the leaking windows . This has been going on now for over a year and we are unfortunately not confident that the issue will be resolved.
We also discussed the poor quality of the windows and doors that have been installed in our brand new home with the technician (we tried to attach pictures, but they would not send). We were informed that some issues may be able to be repaired, but even with the repairs touch *** will likely need to be done and replacement will likely not provide the same seal as the original product installed.
We were supposed to move into a brand new home and have not been able to enjoy our home due to the poor quality and constant issues we have had with our Pella windows. The Pella windows look like they are 30 years old versus new. The issues we have had with our Pella windows has caused our family so much time, stress and frustration.
We are requesting:
1.) That all windows are fixed to our satisfaction, including leaking windows.
2.) Any damage caused to our home as a result of defective windows is repaired.
3.) A refund of our money due to the poor and defective product that we have received from Pella.
Sincerely,

*****************************
Business Response
Date: 03/14/2023
RE: ***************************** BBB ID #********

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

Thank you for your additional email. We are writing again to follow up on ******************** additional concerns.

I contacted the local management team again. ***************************, the Retail and Trade Support Manager for the Gunton Corporation, indicated that during the site visit on March 9, 2023, the technician stated that he believes that there might be water infiltrating at the mulls. I understand that new exterior mulls will be ordered in an effort to resolve the water infiltration.

If the homeowner has any additional concerns the local team may be reached at ************.

Sincerely,

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

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