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.

If you've experienced an issue

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:02/06/2023
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 contracted with ********************, a certified Pella Window seller/installer, to replace 18 windows in our house. The Professor indicated that his staff would help move furniture and remove blinds to facilitate the installation and that afterwards they would replace the blinds. There is no language in the contract to indicate that moving furniture and removal and reinstallation of blinds is the sole responsibility of the customer. We had to pay a blind company $150 to reinstall those blinds that could be reinstalled and will have to purchase new blinds to replace those that no longer fit.1. Blinds not replaced and, in fact, some no longer fit the window.2. The replacement trim is mottled and splotchy indicating improper staining. As a result new trim does not match old trim. Some trim was not installed around the kitchen window.3. Nail holes, gouges and scratches on new trim were not filled.4. ******************** has not provided the documentation necessary for us to obtain energy saver tax credits or other incentive payments from the utility company, as promised.5. Windows were not correctly installed in the ******** room as cold air penetrates the room from outside.6. ******************** has "ghosted" us and does not respond to phone calls or text messages.
Business Response
Date: 02/16/2023
February 16, 2023

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

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

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

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

Pella Corporation does not coordinate installation services or provide warranty coverage for the installation of products. Since this service was provided by ********************, we suggest that the customer contact them. This business is independent from Pella Corporation and any issues will need to be discussed with their team.

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

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:02/06/2023
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 installed a three panel back sliding door on our new construction home that we closed on in September 2022, but the internal hardware for the door was installed upside down so we have a back door that does not properly close or lock. Not only is this a safety risk but the door is so drafty that ***** collects on the inside.Pella contracted with a third party repair service who simply showed up and tried to replace the door handle. They left after removing a weather strip and said Pella would have to replace the door.So for 5 months we have been trying to contact Pella to get them to replace our upside down back door in our new house. They have refused to respond to our support tickets and have not taken any steps toward fixing the problem. The door has let in so much frost and snow that our floors are likely damaged and our heating bills are extremely high.
Business Response
Date: 02/24/2023
February 24, 2023

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

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

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

Thank you for your recent email. I am writing to follow up on the concerns the customer has presented regarding the lack of follow-up for their Impervia Series triple 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 with order P74HNJW9X and apologize for the frustration this has caused.

We would like to explain to the customer that in order to receive a new door they will need to speak with their point of purchase. I understand that the order was placed through Builder FirstSource in **********, **. Builders FirstSource will then work with their Pella Sales Representative to process the no-charge order.

If the homeowner should have additional questions or concerns, I have included the local distributors contact information below.
Builders FirstSource
5631 **********.
**********, **
************

Thank you for providing ** with this opportunity to address this concern.

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
Date:02/06/2023
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 the **************** and met the sales rep ******** I talked to him about what I wanted. He came to my house on 4/6/2022 and we made an agreement. Even though I didnt get the military discount like he said at the showroom, he told me and wrote down I can get the Sun Defense sliding doors. One of the main things I initially asked about due to the sun on my back door. The door was installed 9/28/2022 and it didnt seem like the right door. I was even told that you cant see thru the glass in the daytime, but I can. If door are supposed to be made to order, why are there stickers dating 02/2022. The door bumps against the frame as I close it. I was called by ***** from the ********** location on 10/5/2022 to see if I liked the door. I explained to her the problem and was told that she would contact ******* to call me. Never heard from him, which isnt the first time. I called her back on 10/11/22 like I was told if I needed her. I said I didnt hear from him and she said "why didnt I call him." I told her "thats not my job," hes the sales rep and he should make sure Im satisfied. She said shell try it again. Never heard from him. I went back to the showroom and it was closed down. On 10/19, I went to the Durham location and explained the problem. His supervisor said hed have him to call me which he later did. He came out on 10/21 and was saying it was the right door which I didnt agree and set up a installer to look at the other problems. He couldnt stop the door from bumping against the frame. He said h*** get back with me, never did. After that, on a windy day, I thought I slightly felt something while standing at the door. I got my leak detector and noticed air coming thru the door. On 11/22/2022, I called back to ********** and talked to ******* and explained to him the problem. On 11/28/2022, ******, who said he was the supervisor called and talked to me. Said h*** stop by in a few days. Havent heard since.
Business Response
Date: 02/07/2023
RE:***************************** BBB Complaint #********

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

Thank you for your recent email. I am writing to follow up on the concerns ****************** has presented regarding the sales experience for his 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.

As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service for Pella products in ******************* area are 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.

Upon receipt of your email, I contacted the local management team. **************** ***, the Replacement Sales Manager with Pella ********* indicated that his team had fully honored the contract and fulfilled every obligation of the warranty. Mr.*** has also stated that his team had been out to the home three times post-installation in order to address the customers concerns. I understand that ****************** signed a COC (Certificate of Completion) which can be provided if needed.

If the homeowner 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 Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 02/09/2023

Complaint: 18973976

I am rejecting this response because: if they are made to order, why are mine dated two months prior? Why doesnt it block the sunlight like ******* say it would? Theres air coming thru and it bumps against the frame. Its also not true about someone coming out three times post installation, it was twice. Once by ******* and once by the repairman, who ******* said h*** come back with and didnt. The repairman couldnt fix the alignment and said h*** get back with me when he contacts *******. He never did. Weeks later when I talked to ******, on 11/28/2023, he said that h*** come out and look himself when hes in the area. He was also said he want to make sure that customers are satisfied. I noticed that he never mentioned when, so before hanging up, I asked when, he said between Wednesday and Friday. ****** heard from him or seen him since. Thats bad business when they say what theyre going to do and do nothing at all.

Sincerely,

*****************************
Business Response
Date: 02/10/2023
RE: ***************************** BBB Complaint #********

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

Thank you for your additional email. I am writing again to address ******************** additional concerns.

In order to assist the customer further we request that he supplies a photo of the sticker that shows the product was manufactured in February 2022 or the serial number of the product that will provide us with the manufacture date.

If ****************** has any additional questions the local sales team may be reached at ************.

Thank you for reviewing this information.

Sincerely,

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

Customer Answer
Date: 02/14/2023

Better Business
Hello, here are the pictures from both, the sliding and the stationary doors.
Pictures were also taken by ******* when I bought this to his attention.
I sure hope this helps us solve this dispute.
Sincerely,

*****************************
Customer Answer
Date: 03/13/2023
Better Business
Hello, here are the pictures from both, the sliding and the stationary doors.
Pictures were also taken by ******* when I bought this to his attention.
I sure hope this helps us solve this dispute.
Sincerely,

*****************************
Business Response
Date: 03/13/2023
March 13, 2023

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

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

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

Thank you for your additional email. We appreciate ******************** efforts to provide pictures.

As you may be aware, 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.

Respectfully this will be our final response as Pella Corporation does not handle sales concerns. We encourage the customer to work with ********************** ********* **** for their 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:01/09/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On approximately 4/18/2016, Pella installed 5 doors in our existing home (Transaction ID: ********** Amount of purchase: $9633,59) We have had NO problems with 4 of these doors; however, since the installation we have had numerous service calls to Pella regarding one door, particularly because the "sweep" attached to the bottom of the door does not stay attached to the door frame. On December 14, 2022, we requested another service call (by ********************** who is an excellent technician), who told us that the door frame is "out of square", and that one end of the door is closer to the threshold than it should be. He told us that the "sweep" will never work correctly unless the door frame "is square", which is the first time we understood the real problem. *** also gave us a contact within Pella of ****************** (sp), who he suggested we contact to deal with this problem. I have called Pella at least 6 times *************) since then, left messages for Mr. ******** and have never received a call back. My request is that Pella fix or replace the door or door frame that has been incorrectly installed.
Business Response
Date: 01/10/2023
RE:******************* BBB Complaint #********

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

Thank you for your recent letter. I am writing to follow up with the concerns ************ has presented regarding the installation experience for his Architect 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 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 Installation Supervisor with Pella Windows and ************** West, indicated that he has left a voice message for the customer to schedule an appointment for an inspection.

We suggest that ************ contact the local team to schedule the inspection. They 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: 01/11/2023

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. I was in contact with ************************* yesterday, and 2 technicians came to my home, took measurements and photographs of the door and door frame, and agreed with that the door frame was installed incorrectly and committed that they would install a replacement door frame. I certainly expect that this is the end of this issue. Thank you for becoming involved in this resolution, which I was not able to do by myselft.

Sincerely,

*******************
Initial Complaint
Date:01/03/2023
Type:Product 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 purchased a front entry door for $8,488.00 on October 15, 2021 (order #***JSTN6R). 2/18/22 First door installed with flaws. I immediately called Pella as soon as he left to file a complaint.2/22/22 No response from Pella and email additional photos of flaws.2/23/22 *************************** responds that a tech will come on March 16th to fix the door.3/16/22 Tech says problems are unfixable and he will recommend a new door be ordered.3/24/22 I email ******* and ask for an update.4/5/22 I email ******* and ask for a refund. She answers saying shes still waiting on an ETA.5/3/22 I email ******* for an update. She answers she will have a status within 24 hours.5/6/22 Receive update new center panel will be installed on 7/21/22.7/7/22 I notice developing flaws in the door and send pictures to *******. She says they will fix on 7/21.7/21/22 Installer refuses to install the new panel because of flaws. The installer and I call the Pella office to report. ******* emails me that she will get this resolved. 7/24/22 ******* emails she is waiting for status on new door.8/9/22 I email ******* and ask for an update. 8/17/22 I email ******* and ask for an update. 8/29/22 I email ******* and ask for an update. 9/12/22 I email ******* and ask for an update. ******* says they are still processing my claim and she will get back to me by the end of the week.10/1/22 ******* emails the door will be ready within the month.10/11/22 I email ******* and ask for an update. 11/2/22 I email ******* with new pictures of new flaws in current door.12/15/22 I call the office to talk to ask for a refund. They forward me to voicemail.12/28/22 I email ******* that I called the office and asked for a refund with no response. She says the replacement is not in and a refund might not be possible.12/29/22 I email ******* and ask for a refund.1/3 - No response.
Business Response
Date: 01/12/2023
January 12, 2023

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

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

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

Thank you for your recent letter. I am writing to follow up with the concerns **************** has presented regarding the installation experience as well as the lack of response for her ******* Entry Door.

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 Customer Support Supervisor for ********************** Windows and Doors of Northern ********, regrets the customers experience. He also stated that his team is working on scheduling an appointment to replace the panel.

If **************** has 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: 01/18/2023

Complaint: 18675219

I am rejecting this response because:
I am rejecting Pellas response for multiple reasons which I am more than happy to list out below.
The quality of the first door installed, which I still have almost a full year later, is well below quality standards and should never have left the warehouse. This door was so bad that when Pella sent a representative to review our complaint, he was shocked that it ever passed quality control and got installed.
After waiting 5 months for a replacement door, we found upon arrival that the new door was even worse than the original door. It was so warped that the Pella tech refused to install it.
Now over 6 months later and being told we would be put to the front of the line, we still dont have a new door. The customer service from top to bottom has been as bad, if not worse, than the product received. I have zero confidence that a new door would be any different than the first 2 failures and Im not willing to take another risk. Considering my year plus struggle thus far, I also have zero confidence in the customer support that comes with the warranty. Pella markets themselves as one of the very best, yet they have been anything but. Even after Pella told the BBB they were working on scheduling a new install date, we have yet to hear anything a week later.
At this point, all we want is to cut our losses and get a full refund for the door. I am hopeful Pella will comply, but if not, I am more than willing to this to arbitration.
Sincerely,

*********************
Business Response
Date: 01/20/2023
Dear ********************:

Thank you for the additional opportunity to address Ms. ******* concerns.

Pella Corporation does not manufacture ******* Entry Doors. Warranty support for this product can be found at *****************************************.

As an independent store, Pella Windows and Doors of ******** is responsible for addressing any request for compensation. That said, their team may be reached by calling ************ or toll-free at ************

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 01/20/2023

Complaint: 18675219

I am rejecting this response because I have already contacted the showroom multiple times with no response. I called the showroom on December 15 and today, January 20 with no response. I am either put on hold until it asks me to leave message or I am transferred to someone's voicemail and I never get a call back. I am told that I need to talk to someone in accounts payable and am transferred without being able to talk to anyone else.
Also, it has been 4 weeks since anyone from there gave me an update about what's going on. As soon as I start voicing my concerns, I get ignored. Regardless if they are an independent showroom, they are part of the Pella Corporation and you should be able to step in and help. I am asking you to help resolve this.

Sincerely,

*********************
Initial Complaint
Date:12/28/2022
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.
Feb20,2015, I placed an order to have all my windows replaced with Pella windows and a sliding door. Around Aug.22, 2022, I called Pella about a window seal that was faulty and spoke to ************************************* *********************) she had me send a photo of faulty window. After a few months and a few emails I was told that the window was guarantee for 20 years but labor was not, and the cost was $155 Plus tax. she ask for my credit card to have on file and that I would see a $1 charge on it ******************* which I did. She gave me a Date of Feb.2,2022 that was schedule for this repair. Dec,27,2022 a message was left on my answering machine from a ***** instructing me to call ************ and a ref.#******-001298 to set up a date to repair or replace faulty window at a cost of $620 plus tax. Also wanted a credit card to be put on file. What kind of shake down is this from PELLA first ****** tells me $155 and a date set, now a ***** wants $620.00. As a senior (79) and a Veteran I don't understand.Thank You
Business Response
Date: 12/29/2022
RE:*********************************** BBB Complaint #********

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

Thank you for your recent letter. I am writing to follow up with the concerns ************************ has presented regarding the service fee vs.labor fee for his 2015 vintage 250 Series fixed frame rectangle 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 Lowes #**** order ******* and apologize for the frustration this has caused.

As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. We support our products through the written warranty that we provide with our products. The service for Pella products in the customers area is provided by Pella Windows and Doors of *********, **. This location determines the service fee and the labor fees. We suggest that *********************** contact them directly with any pricing questions.

I would like to explain that the service fee that was quoted for the amount of $155 was if the customer wanted the service team to come out to inspect what was needed. The $620.00 was the labor fee that would be charged to actually replace or repair the product.

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:12/27/2022
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.
Install Pella Impervia series windows October 2022. Starting requesting service one week after. Many install issues and air leaking in windows. Ice formation on cold nights. sent person out to measure humidity levels, I was within Pella recommendations. No one will respond to issues, insiders (Pella installation mgr , ******, ** tried to close service ticket with no effort to address the problems. Communicate daily by texting and email. No results. Won't respond.
Business Response
Date: 12/29/2022
RE: ************************* BBB Complaint #********

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

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

Pella Corporation and ******** Door and Window Sales have been in contact with ************ regarding her concerns including condensation and installation, which are not covered under Pella Corporations written warranty. Pella Corporation has also responded to a letter written by ************ to the ******** Consumers ****************************** communications are available upon request.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
Date:12/20/2022
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 two sets of doors 9/2022, installed last week 12/2022. Both doors were completely the wrong size and the installers had to cut large portions of my house. This has left my siding messed up, my floor now has gaps, and the plaster is cracked in my dining room. In addition, my custom made sliding door was to be without a screen yet they still made cuts/modifications for a screen door. This was not wanted. Part of the wood is warped and inconsistently stained. The outside caulking on my french doors is visible in some areas, making it look rushed and incomplete. Lastly black encasement was requested but white was ordered. This is not what I ordered. I have contacted the local Pella office and no one has responded.
Business Response
Date: 12/22/2022
December 22, 2022

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

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

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

Thank you for your recent letter. I am writing to follow up with the concerns ************** has presented regarding the installation experience for her Pella Reserve 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 the customer encountered with order ********* and apologize for the frustration this has caused.

Upon receipt of your letter, I contacted the local management team. I understand that *****************************, the Installation Supervisor for Pella Windows and Doors of *******,has left the customer a message asking for a callback in an effort to set up an appointment for an evaluation.

We encourage ************** to return Mr. ********* message to reach a resolution for this concern. 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
Initial Complaint
Date:12/13/2022
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 purchased item ***************** Pella Aluminum Storm door 6000E from ********************* location on 5/13/21 for $727.96. It was delivered on 6/10/21 and we had it installed 6/14/21. I noticed some markings on the glass insert of the storm door and tried to clean it off but could not. I reported this to Lowes, informed that I would need to contact Pella to request another glass insert. I received a second glass insert which had the same problem as the first. On the Pella website it stated that Signs of seal failure include, but are not limited to markings on the glass of the storm door are attributed to signs of seal failure resulting in a rainbow appearing between the glass/moisture between panes of glass that cannot be wiped away. If you cannot touch or wipe the moisture off, please try to locate the serial number and contact our **************** Team. Typically seal failure is resolved with a replacement sash/panel or glass...". The purpose of ordering the storm door with the low e glass was to protect my front door and keep the heat out. I noticed a burning odor coming from my front door, the panels were melting. I called Lowes **************** on 10/25/21 to report this. I called again on 10/29/21 and was told that there was nothing they could do, call Pella. Pella referred me to my home insurance company to file a claim for my front door damage who in turned denied my claim. This not the level of customer service that I expected to receive. Had I not received two defective glass inserts, my front door would not be damaged. In addition to the defective storm door glass, I have a damaged front door that needs to be replaced. Pella(******) is responsible for their defective merchandise. It should not have been sold and then excuses made to not take responsibility. for damage incurred because of it. I did not receive proper assistance or guidance in this very unfortunate situation that I am going through. Pella's reference number for this is ******.
Business Response
Date: 12/14/2022
December 14, 2022

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

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

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

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

I contacted the ******************* and asked they contact ******************** regarding her concerns. Their team may also be reached by calling ************.Representatives are available by phone Monday Friday 7:30am 4:30pm CST and Saturday 9:00am 2:00pm CST.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 12/19/2022

Complaint: 18556297

I am rejecting this response because:

I have not received a call from a Pella representative as they noted they would do in their Reply to BBB complaint I created. I have been speaking to them over phone and via emails for a year which I attached to my BBB complaint which has not resulted in their taking any responsibility and any action to resolve the damage to my front door.
Sincerely,

*******************************
Business Response
Date: 12/21/2022
Dear ********************:

Thank you for your additional response. We are writing again to address Ms.********* follow-up concerns regarding her Pella storm door and entry door.

I have requested that the local service team schedule an appointment to gather information on the customers reported issues.

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

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:12/05/2022
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.
I had a pella door installed 1/5/2021. I have had nothing but problems. Pella sent technicians out to install screen I went without for over a year. I have water pouring in through different locations on my slider door. It is running down to basement causing ceiling tile damage. I called pella and complained on numerous occasions. They scheduled me a month out for a technician to come.They told me to hire a contractor to weatherproof the door. I want a new door ordered. There are manufacturing issues with this door. I have enclosed photos and videos of the issues. This is the worst company I have dealt with and their product is garbage.
Business Response
Date: 12/07/2022
Dear ********************:

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

It is my understanding that the local service team has an appointment scheduled for December 16, 2022. We need to have their report before we can determine the next steps.

Should Ms. ***** have any questions regarding the appointment, she is welcome to contact the service team at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 12/07/2022

Complaint: 18518793

I am rejecting this response because:
They have had over a month to send someone out. With zero regard to damages to my home. Complaint will remain in effect. I have supplied plenty of photos and videos and will not accept their continuous disregard.

Sincerely,

******************
Business Response
Date: 12/08/2022
December 8, 2022

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

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

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

Thank you for your recent letter. We appreciate the opportunity to further address Ms. ****** concerns.

As stated in our previous response, it is necessary to review the report from the service appointment scheduled for December 16, 2022, before determining further action. We are not disregarding the customers claim.

Should Ms. ***** have any questions regarding the appointment, she is welcome to contact the local sales team at ************.

Thank you for reviewing this information.

Sincerely,

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

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