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:02/27/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We installed a Pella Pre series door in 2011. We had no issues with the door to our knowledge. We recently began work on our home to install a new kitchen. Upon removal of the flooring we discovered that the door has been leaking for some time (per our contractor, as well as another contractor). I have contacted Pella and they have not resolved the issue. This is an eleven year old door that I spent a lot of money on and I would like at least partial reimbursement for this faulty door. I appreciate any help you can provide me. Thank you.
Business Response
Date: 02/27/2023
RE:************************* BBB ID#********

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

Thank you for your recent email. I am writing to follow up on the concerns ****************** has presented regarding the warranty concerns for her 2011 vintage Proline Series sliding patio door.

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

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. Warranty information for all Pella products is available online at *********************************************************************

While we understand the customers frustration, for a claim to be covered, it must be reported within the terms of the warranty. As such, Pella Corporation is not in a position to provide replacement parts at no charge.

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

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:02/27/2023
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.
Purchased 6 double hung windows 250 series.First time they were installed wrong.Second time window still not operating correctly.Paid them half before windows ordered.Want down payment back. Windows are defected,When locked in position. All windows are loose movable,Pella cant correct problem.
Business Response
Date: 03/13/2023
March 13, 2023

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

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

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

Thank you for your recent email. I am writing to follow up on the operational concerns that ************************ has presented regarding his 250 Series double-hung windows.

Upon receipt of your email, I contacted the local management team. The Fulfillment and **************** Manager and the Installation Manager report that other than a few minor issues that were corrected, the product is functioning as designed.

Pella Corporation relies on the knowledge and abilities of our local team to diagnose the root cause of potential issues they may encounter, ************** their decision in this matter.

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: 03/14/2023

Complaint: 19498643

I am rejecting this response because:

Sincerely,

*******************************
Customer Answer
Date: 03/14/2023
Pocket windows were installed instead of the replacement windows we ordered to match other windows in our home. They were installed loose and incorrectly. Problems have not been resolved after 3 visits from Pella. They replaced 3 sash windows which are still very hard to open.Window frame is cut from trying to operate tight sash window. ( Wife) cant even open kitchen window. Loose windows when locked have cold air coming in and up and down movement on them. Inside window trim mitered incorrectly. Joints filled in with caulking and its still moist.No movement noted in display Pella 250 series in the store or at Lowes building and supply store, Pella has been in our home 3 times to correct matters with no positive results. *************************************************** installed Sales Manager told me movement in windows when locked will stay that way. I totally disagree with him after doing research on these windows, thank you *******************************

Customer Answer
Date: 03/14/2023
Pocket windows were installed instead of the replacement windows we ordered to match other windows in our home. They were installed loose and incorrectly. Problems have not been resolved after 3 visits from Pella. They replaced 3 sash windows which are still very hard to open.Window frame is cut from trying to operate tight sash window. ( Wife) cant even open kitchen window. Loose windows when locked have cold air coming in and up and down movement on them. Inside window trim mitered incorrectly. Joints filled in with caulking and its still moist.No movement noted in display Pella 250 series in the store or at Lowes building and supply store, Pella has been in our home 3 times to correct matters with no positive results. *************************************************** installed Sales Manager told me movement in windows when locked will stay that way. I totally disagree with him after doing research on these windows, thank you *******************************

Customer Answer
Date: 03/14/2023
Pocket windows were installed instead of the replacement windows we ordered to match other windows in our home. They were installed loose and incorrectly. Problems have not been resolved after 3 visits from Pella. They replaced 3 sash windows which are still very hard to open.Window frame is cut from trying to operate tight sash window. ( Wife) cant even open kitchen window. Loose windows when locked have cold air coming in and up and down movement on them. Inside window trim mitered incorrectly. Joints filled in with caulking and its still moist.No movement noted in display Pella ************************** at Lowes building and supply store, Pella has been in our home 3 times to correct matters with no positive results. *************************************************** installed Sales Manager told me movement in windows when locked will stay that way. I totally disagree with him after doing research on these windows, thank you *******************************

Customer Answer
Date: 03/14/2023
Pocket windows were installed instead of the replacement windows we ordered to match other windows in our home. They were installed loose and incorrectly. Problems have not been resolved after 3 visits from Pella. They replaced 3 sash windows which are still very hard to open.Window frame is cut from trying to operate tight sash window. ( Wife) cant even open kitchen window. Loose windows when locked have cold air coming in and up and down movement on them. Inside window trim mitered incorrectly. Joints filled in with caulking and its still moist.No movement noted in display Pella ************************** at Lowes building and supply store, Pella has been in our home 3 times to correct matters with no positive results. *************************************************** installed Sales Manager told me movement in windows when locked will stay that way. I totally disagree with him after doing research on these windows, thank you *******************************

Business Response
Date: 04/04/2023
April 4, 2023

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

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

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

Thank you for your recent email. I am writing to follow up on the operational concerns that ************************ has presented regarding his 250 Series double-hung windows.

Upon receipt of your email, I contacted the local management team. The Fulfillment and **************** Manager and the Installation Manager report that other than a few minor issues that were corrected, the product is functioning as designed.

Pella Corporation relies on the knowledge and abilities of our local team to diagnose the root cause of potential issues they may encounter, ************** their decision in this matter.

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
Business Response
Date: 04/04/2023
April 4, 2023

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

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

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

Thank you for your recent email. I am writing to follow up on the operational concerns that ************************ has presented regarding his 250 Series double-hung windows.

Upon receipt of your email, I contacted the local management team. The Fulfillment and **************** Manager and the Installation Manager report that other than a few minor issues that were corrected, the product is functioning as designed.

Pella Corporation relies on the knowledge and abilities of our local team to diagnose the root cause of potential issues they may encounter, ************** their decision in this matter.

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
Initial Complaint
Date:02/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Pella Corp. supplied windows and doors for our new custom home build during 2021-2022. We took possession of the home in March of 2022. There were many issues with both the doors and windows in terms of Quality control, dimensional accuracy and function. Repeated visits were made and are yet to be finished to resolve window problems. The unresolved issue at hand is a severely warped front door, which initially could not even be locked. After waiting months, a replacement door arrived on 5/11 only to be discovered after installation that it had been mis-manufactured and could not even accommodate hardware. We have been repeatedly been rescheduled over and over since September of 2022 for the next replacement door, and we continue to receive communications that the date gets pushed back another month or more each time. We are now over a year since the initial installation and discovery of deficient manufacturing, and have been pushed back multiple times. The current door does not seal, and we have had to deal with extreme cold air leakage and heat loss. The door mechanism and locking device is stiff and hard to get opened, shut, or locked without 2 hands. To date, Pella has compensated us $2750 for the window issues in lieu of tearing them back out on a recently finished house valued at over $1M. They have left 3 sashes in our garage for months, which are yet to be installed, and we have a window latching mechanism that is yet to be installed. There is also trim damage around the front door from the attempted replacement door install which they have documentation of and have agreed to fix. I am seeking a FIRM delivery date of the replacement front door and all work to be completed in an expedited manner, no later than 30 days from this filing.
Business Response
Date: 03/06/2023
March 6, 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 product quality and delays in manufacturing for her 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 customer encountered with order ********** and apologize for the frustration this has caused.

Upon receipt of your email, I contacted the local management team. ************************************************, the ****** Service Supervisor for Pella Windows and Doors Mountain West, indicated that the replacement entry door panel order was 388S81350Q. This reorder has an estimated ship date of March 9, 2023, at 11:00 PM CST. I understand that service is scheduled for March 27, 2023.

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
Customer Answer
Date: 03/06/2023

Complaint: 19441860

I am rejecting this response because: This is the same canned response we have repeatedly received beginning 11/16/22, after it took them 4 months to produce another, (the 2nd) defective product. Every time (4) it gets within a few days of the shipment date, I receive a call or text from ******************** offering an apology because the replacement door is "delinquent" and they kick the can down the road another 1- 2 months without explanation. The referral to the local service team is worthless because they are powerless to hold corporate accountable for their horrible customer service standards for replacement products. I'm tired of hollow apologies and canned replies with no detail. There is no real concern for customer here at the corporate level. Stop shoveling this back down the chain and fix the problem. I want this complaint left open and in suspense until the door arrives in it's most recent promised timeline and ALL issues including damage to our homes trim work from the previous attempt is made satisfactory. This work includes replacing the defective window latch, (which was ordered incorrectly and not installed 9/12/22, and 3 remaining sashes which I graciously allowed to be pushed off to save the install crew a trip out for such a small amount of work.

Sincerely,

*****************************
Business Response
Date: 03/20/2023
RE:***************************** BBB ID #********

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

Thank you for your additional email. I am writing to follow up on the customers rejection of our previous response regarding the delays in manufacturing.

I have reached out to the manufacturing plant.Unfortunately, I was unable to secure a specific ship date as the replacement slab needs to pass quality inspection before it ships. The team indicated that the inspection is scheduled for March 22, 2023. The manufacturing team is aware that we need to make sure this order is a priority due to the delays incurred. I will continue to monitor the progress of this order.

If Ms. ********* has 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
Business Response
Date: 03/20/2023
RE: ***************************** BBB ID #********

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

Thank you for your additional email. I am writing to follow up on the customers rejection of our previous response regarding the delays in manufacturing.

I have reached out to the manufacturing plant. Unfortunately, I was unable to secure a specific ship date as the replacement slab needs to pass quality inspection before it ships. The team indicated that the inspection is scheduled for March 22, 2023. The manufacturing team is aware that we need to make sure this order is a priority due to the delays incurred. I will continue to monitor the progress of this order.

If Ms. ********* has 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:02/16/2023
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.
Order #***NV2226 54k (09/2022) worth of windows and doors now 5 months later and most of the Order is missing. We were told 6-8 weeks after order was placed we would have the everything (12/1/22) that was a total lie only a portion was delivered. Sales totally misled us and outright lied. They have all of our money upfront and we dont have much to show for it. Communication is terrible project manager ***** responded to the last several emails. This really makes you not want to trust anyone and at this point not sure we will ever get what we paid for.
Business Response
Date: 02/20/2023
RE: ***************************** BBB ID #********

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

Thank you for your recent email. I am writing to follow up on the concerns ****************** has presented regarding the delay in manufacturing for his 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 you encountered with your order 209NV2226 and apologize for the frustration this has caused.

Upon receipt of your email, I contacted the Entry Door Manufacturing Plant. I understand that the product has been manufactured and the estimated ship date is February 23, 2023.

We encourage you to continue working with PWD-***********, LLC as they are responsible for making arrangements for the final delivery or pick up. The sales team may be reached at ************.

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

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Customer Answer
Date: 02/20/2023

Complaint: 19414428

I am rejecting this response because: We have been given shipping and delivery dates 10 times only to be told the items we are waiting on have not been received. I dont hold out much hope this time will be any different until the windows and doors are delivered to my residence. Communication has completely broken down with the *********** office who has not returned my emails as to the status of our shipment.

Sincerely,

*****************************
Business Response
Date: 02/27/2023
February 27, 2023

*************************
Better Business Bureau
2625 *************
**********, ** 50310

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

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

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

We would like to explain that the complete order has shipped from the Pella facility.

We suggest the customer contact the store where the product was purchased for more information regarding the delivery of his order. PWD-***********, LLC may be reached at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:02/16/2023
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.
We bought new doors for our hide that were installed in June. Weve had several issues with the doors, and there is an issue still unresolved. Our storm door is still not fixed. We have called the ****************** asking when it will be fixed and it seems we always start from scratch with a new person. The solution seems simple: there needs to be 2 parts ordered and installed. They cannot confirm whether the parts have been ordered, even after several calls. We just want the door fixed. The doors were $10.000. They should be installed correctly.
Business Response
Date: 03/09/2023
March 9, 2023

*************************
Better Business Bureau
2625 *************
**********, ** 50310

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

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

Thank you for your email. I apologize for the delayed response. I am writing to follow up on the concerns that ********************** has presented regarding his unresolved storm door concerns.

Upon receipt of your email, I contacted *******************************, the Customer Support Supervisor with ********************** Windows and Doors of Northern ********. He indicated that his team had attempted to reach out to the customer to correct the issues with the storm door. However, the customer informed them that they had ordered the parts and resolved the issue themselves.

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. The response from Pella is correct but is unsatisfactory. After multiple unsuccessful attempts to contact Pella in ********** to repair the storm door, I ordered the parts and finished the installation myself. The experience with Pella has been most disappointing and I found that their Pella Promise is simply not true. Please note that I did not find the resolution satisfactory to me, rather, their statement of me ordering the parts and finishing the installation is correct. We cannot recommend Pella products.

Sincerely,

*******************************
Initial Complaint
Date:02/15/2023
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 a new french door which was installed by Pella in February 2019. A little over a week ago, the locking mechanism on the door broke. We are unable to lock the door. I called Pella in *********, where our door was purchased. I spoke with ******. She asked questions, told me that it was still under warranty for parts, and said that she would send out a new door handle with lock. She told me that she would let me know when the part shipped. That was on February 7th. It's now been over a week. I haven't heard anything back, so I called. Nobody answers the phone. The number and extension that ****** provided just a week ago has a recorded message on it that says it is full and cannot take a message. I called both the main number and the one that Violet provided. Nobody answers. I left a message with the parts department but have yet to hear back. We need to be able to lock this exterior door. I expect a door that we spent over $7000 on to last more than just a few years. I have tried to find a replacement through ****** or other source, but have been unable to find the same thing that we have on our door, to match the side that stays closed. I would like for Pella to make good on this, as soon as possible, as this is definitely a safety concern. I've used Pella in the past for windows too, but this experience with the French door has been very disappointing.
Business Response
Date: 02/17/2023
RE: ********************* BBB ID #********

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

Thank you for your recent email. I am writing to follow up on the concerns the customer has presented regarding the lack of response from the local service team for her 2019 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 you encountered with your order ********* and apologize for the frustration this has caused.

Upon receipt of your email, I reviewed the information in our data collection system. I understand that the customer spoke with ******************************* with Pella *********, LLC on February 15, 2023. The customer was informed that a new lock and handle set will be ordered under warranty.

If ************** has any 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

Customer Answer
Date: 02/19/2023

Better Business Bureau:
This will be the second time that this promise was made. I will accept their response but hope that they actually follow through with this promise this time.

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

Sincerely,

*********************
Customer Answer
Date: 02/22/2023

Complaint: 19411466

I am rejecting this response because:
Last week, I filed a complaint in regards to an exterior door that I can no longer lock. I received a call from *******, who said that she was assigned to take care of the problem. She was supposed to call me yesterday (Monday) to let me know if the new handleset had shipped. I have not heard from her. No call. No notice of a shipment. I am still without a lockable exterior door. I have not been able to find anything like the same handleset at ******, or anywhere else online, so if Pella does not correct this problem, I may have to go to the extent of replacing the entire french door, which I just had installed in 2019 and spent over $6000 for. I need for someone from Pella to contact me to let me know what, if anything is being done about this. Perhaps they would prefer if I should have a new door installed and send them the bill?

Sincerely,

*********************
Business Response
Date: 02/24/2023
February 24, 2023

*************************
Better Business Bureau
2625 *************
**********, ** 50310

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

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

Thank you for your recent email. I am again writing to follow up on the concerns the customer has presented regarding the lack of response from the local service team for her 2019 vintage Pella entry door.

Upon receipt of the customers rejection, I emailed the local service team. *************************** provided me the order number. The multi-point lock has shipped. The handle set has an estimated ship date of February 27, 2023.

When the local team receives the handle set, they will be calling the customer to schedule a delivery.

Should the customer have any further questions or concerns,we encourage them to continue working with the local branch. They can be reached by calling **************.

Thank you again for the opportunity to review this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:02/13/2023
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.
20 year warranty, confusing responses, no responses within the time frame promised, won't cover warranty. interior glass shattered with the -40 degree weather last week.. shattered while i was asleep when weather was coldest. pella trying to get out of the warrenty.
Business Response
Date: 02/15/2023
Dear ********************:

Thank you for your recent email. I am writing to follow up on the concerns *************************** has presented regarding their 2014 vintage Architect Series double-hung window.

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 a thermal stress crack, cracks at a perpendicular angle. It may be caused by sudden temperature swings or shading changes on a building.
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. Warranty information for all Pella products is available online at **********************************************************.

For clarification, the glass warranty is for IG seal failure which only pertains to defects between the sealed panes of glass. IG (Insulated Glass) is two pieces of glass sealed together and if that seal breaks and allows air or moisture to enter it will cause fogging. The 20-year portion of the Pella warranty covers this type of issue.

If you have any additional questions or concerns, the local service team for Boston Window & Door, LLC 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: 02/15/2023

Complaint: 19396496

I am rejecting this response because: I do not understand what the outcome says. . It is too confusing. In good faith my window should be covered from breaking in freezing weather due to poor installation or poor manufacture quality. Is this the outcome. A good faith under warranty replacement? I am insure how to read your response. Doesn't make sense to me. Thank you.

Sincerely,

***************************
Business Response
Date: 02/16/2023
February 16, 2023

*************************
Better Business Bureau
2625 *************
**********, ** 50310

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

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

Thank you for your follow-up email. I am writing again to address Ms. ********** rejection of our previous response.

I understand that an appointment is scheduled for December 27, 2023, to determine whether this is a warranty issue.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:02/13/2023
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 Richmond delivered my french door/storm door combination a couple of months after initial start date. The French Doors are as promised, but the storm door is flimsy and rattles with the slightest or wind. The locking holes appear to be too large. I was told that this was normal and how they were delivered and that the showroom door was just as loose.An unacceptable response for a $10,000 item. I have requested a replacement after being told that there was nothing that could be done.Then I was told that it would be covered by warranty once I paid the *** of approximately $2500.( Again after I was told that nothing could be done.I am disappointed with the response so far and hope to avoid filing suit in small claims court over the failure to correctly install my unit
Business Response
Date: 02/14/2023
February 14, 2023

*************************
Better Business Bureau
2625 *************
**********, ** 50310

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

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

Thank you for your recent email. I am writing to follow up on the concerns **************** has presented regarding the product performance and monies owed for his Lifestyle Series inswing patio door.

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

Upon receipt of your email, I contacted the local management team. *************************** with Pella ********* **** provided that the screen door is performing within product guidelines. Further, the bolt that engages the sill to keep the screen door shut is something that can be addressed per the product warranty.

We would like to explain that per the signed contract payment is due in full. There is a disclaimer in the warranty that states products that have not been paid in full do not have a warranty. I understand that a demand letter was sent to **************** outlining the position of Pella ********* ****

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
Customer Answer
Date: 02/14/2023

Complaint: 19392303

I am rejecting this response because: Management has told me that there is nothing that be done to correct the deficiencies. The door was not installed properly. I simply want it fixed or replaced .I have payed $7500 of the $10000 owed and will pay once these issues are addressed. I was told that it was a manufacturing issue and that the local Pella showroom storm door was loose and unstable just like mine I I find it unacceptable that a $10000 investment is expected to be accepted at less than satisfactory standards.

Sincerely,

******* Branch
Business Response
Date: 02/16/2023
February 16, 2023

*************************
Better Business Bureau
2625 *************
**********, ** 50310

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

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

Thank you for your additional response. I am writing again to address Mr. ******* rejection.

We would like to explain that Pella Corporations position remains as stated in correspondence dated February 14, 2023.

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 ********* **** This location is responsible for addressing all sales, installation concerns generated by their team, and/or warranty-related concerns for their customers.

If **************** has additional questions or concerns or would like to discuss this further, 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:02/13/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Signed a contract on 6/15/22 for new windows and doors. Salesperson indicated timing could take about 4 months. Received confirmation of install date of 11/23 (5 months) but Pella called the day before to state they did not have trim for around the windows. The option was to delay further or put in windows and follow-up with the trim work. We put in the windows with trim to follow. After a month of waiting for a follow-up call, I contacted Pella who told me the trim was in and we scheduled installation for January 27, 2023. When the lone installer arrived he looked at the windows and indicated he was not provided with all of the details or products and did not have all of the materials and that an additional person would be needed to assist. I also informed him the side panel of the front door was installed facing the wrong way. He said he would get the information to Pella and they would order the right materials. (Which should have been ordered 7 months earlier.). I called Pella that same day, January 27th to discuss the situation and was told I would receive a call back from a manager on January 30th. That did not happen so I called back on 1/31/23 and was bounced around before ending up with the voicemail for another manager. I did not receive a call back and called back again on 2/3. I was bounced around to several individuals and told I would receive a call back. That did not happen. When attempting to reach the Rockford retail location each day, I am put in a queue and told via the system that no one is available and to call back the next business day. I have tried resolving through the corporate number with no luck and no call back. I have a large patio door and several windows with insulation and woodwork exposed for almost 3 months and is an eyesore for us and embarrassing when guests are over. This is the worst customer service experience I have had with more windows to replace shortly and not sure how I can choose Pella after this.
Business Response
Date: 03/06/2023
March 6, 2023
*************************
Better Business Bureau
2625 *************
**********, ** 50310

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

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

Thank you for your follow-up email. I am writing to follow up with the concerns that have been presented regarding the customer service experience surrounding order number 724ZAUUT9.

Upon receipt of the customers comments, I contacted the local management team. ***************************, the Customer Support Supervisor with ********************** Windows and Doors of Northern ********, indicated that the customer has been contacted and a recovery appointment has been confirmed for April 3, 2023.

Should **************** have further questions or concerns, he may reach the local branch by contacting **************.

Thank you for the opportunity to review this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 04/03/2023
Pella indicated the complaint was closed based on the scheduled 4/3/23 date for them to complete the service. I was promised on a 3/3 in a phone call with *************** that at least two Pella employed contractors, and not subcontractors, would be coming to finish the project and make repairs as they required more than one person to complete them.

The individual who showed up was the same subcontractor who came out the previous time and he was the only one scheduled. Upon arriving he reviewed what needed to be done and indicated the materials required again were not correctly ordered. He showed me the materials and some were different colors and none matched the sizes or included what he needed. He again reiterated this was a two person job and he could not do it on his own. He had no information on a side panel for the front door being installed backwards or a missing piece for the front door. I had sent pictures to CJ of these, and she assured me these would be fixed as well. I adjusted my schedule for this appointment and was left without any work even being done.

This is the third appointment for this project with nothing being completed, and will now require a fourth which is impacting my work schedule and is now in its 10 month since we signed the initial papers. My house has looked like a construction zone since the initial install 4 months ago.
I am demanding this be remedied within the week as we are hosting a large get together this weekend. I am not sure what legal remedies are available but I will be pursuing those options.
Business Response
Date: 04/14/2023
RE: *********************** BBB ID #********

Dear ********************:
We would like to advise that Our case management specialist has forwarded this information to the customer's local branch and asked them to follow up with the customer.
If **************** has any additional concerns we encourage him to contact the local team. They are in the best position to assist him.
Sincerely,

*****
Communications Associate
Pella Corporation
Business Response
Date: 04/14/2023
RE: *********************** BBB ID #********

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

We would like to advise that Our case management specialist has forwarded this information to the customer's local branch and asked them to follow up with the customer.

If **************** has any additional concerns we encourage him to contact the local team. They are in the best position to assist him.

Sincerely,

*****
Communications Associate
Pella Corporation
Initial Complaint
Date:02/07/2023
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.
Ordered 2 doors on 7/21/22 wrote a check for $9800 (not the full price) Many calls and emails made in Oct . salesmen and installer for installation date. Never acknowledged calls or email. More calls in Nov. still no response A showroom employee took my call on Nov 17, then I received a call from the installer. With install date Dec 9. Installer called on the Dec 8 to change install date. Reason because they had a bigger job: so I was bumped out. Next date Jan 3, received call to postpone because of rain. Doors installed Jan 7. I paid the installation crew the balance $2787. However the outside and inside trim are not correct. On Jan 9 I called and sent pictures. Last email the salesmen blew me off again. His response was *****, could you call her. ***** was the install/scheduler. It has been over 48 hours still no response from anyone at Pella. I would like the trim issues corrected. I paid the ultimate price in time and money.
Business Response
Date: 02/16/2023
February 16, 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 the customer presented regarding the installation experience for their ******* 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 your client encountered with order 742YTS049 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 *******, ** indicated that a return visit to the home was scheduled for February 9, ****, [ST1] for an evaluation.

If the customer has any additional questions or concerns,the local sale 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: 02/17/2023

Complaint: 19341557

I am rejecting this response because: The response states they will do an evaluation Feb. 9, **** (not 2023). I am frustrated but the complaint is for the trim on the two exterior doors inside trim and trim on the two screen doors that is not correct. Pella did send out *** an installer on Feb. 9, 2023 to do the evaluation. Awaiting the result of the evaluation.

Sincerely,

*******************************
Business Response
Date: 02/17/2023
February 17, 2023

*************************
Better Business Bureau
2625 *************
**********, ** 50310

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

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

Thank you for your follow-up email. I am writing again to address the rejection that the customer provided. I apologize for misstating the date of the service visit.

We understand that the customer is waiting for the results of Dons visit on February 9, 2023. The local Pella store will be providing that update.

If the customer has any additional questions, the service team for Pella Windows & Doors of ******* may be reached at ************.

Thank you for reviewing this information.

Sincerely,

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

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