Complaints

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

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Pella Corporation has 24 locations, listed below.

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• 

  Pella Corporation

  102 Main Street Pella, IA 50219-2198

• 

  Pella Window Store

  Decatur, IL 62526

  
• 

  Pella Corporation

  4009 Avenue A Lubbock, TX 79404

• 

  Pella Windows & Doors

  PO Box 8939 Jackson, WY 83002

• 

  Pella Corporation

  18600 NE Wilkes Rd Portland, OR 97230

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:03/25/2025

  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 purchased Pella windows Sept ***************************************** Nov 2023. They should have included hidden screens. Three are still missing and Pella was the last company to come to our house to fix the issue. We paid over 7000$ for these double hung windows which were billed as one on their best. Lowes and Pella have been to our house about 5-6 times and they cant get this fixed. It is a manufactures defect. We were told after the tech was here that Pella would be back in touch in about 3 business days and that has been about a month ago. If they cant fix this defect I either want my money back or this problem solved and Pella is not responding following their visit. ***** had made 4-5 attempts and they cant fix it either.

  Business Response

  Date: 04/07/2025

  April 7, 2025
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE:  ******* ******* BBB ID #********
  
  Dear ***********:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ********** has presented regarding missing hidden screens for his Pella 250 Series Double Hung Windows.
  
  Upon receipt of your communication, I reviewed ****************** Purchase Order #*********.Based on the order, Pella Corporations manufacturing plant fulfilled and shipped the order as it was placed at the store. The order information is as follows:
  
  Line 1 Pleated Screen Both Sash
  Line 2 -Pleated Screen Bottom Sash Only
  Line 3 -Pleated Screen Both Sash
  Line 4 -Pleated Screen Bottom Sash Only
  Line 5 -Pleated Screen Bottom Sash Only. Please note that hidden screens are only available for 250 Series Double Hung windows with frame heights over 44". The window on line 5 has a frame height of ***** and does not meet this requirement.
  
  As Pella Corporation has manufactured and shipped the products per the order attributes listed, we encourage Mr. ******* to contact Lowes with any remaining questions or concerns he may have, as they are in the best position to assist him.Additionally, if Mr. ******* desires to order hidden screens for the upper sashes, they would be at cost to him or Lowes as a goodwill gesture. Pella Corporation is not a party to that conversation as it is their business decision to make. 
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ***** *******
  Customer ****************************** Specialist
  Pella Corporation

  Customer Answer

  Date: 04/10/2025

   
  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:03/25/2025

  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 got a voicemail giving me the date that Pella would install our window. The current window is cracked due to a stress fracture, so this is a warranty repair.*** I cannot reach the company to change the date. Ive tried calling, and they say theyre integrating a new system so theres a long queue (we were #**). Ive gotten this recording for several days.*** There was an option to have a chat through text, but nobody shows up on the chat line. Theres only the welcome message.*** Theres an option on their website to reschedule, but you need to supply the confirmation number, and we were never given a confirmation number. In fact, we never received confirmation of this appointment at all. It was just the voicemail *** What happened to this company? They used to be great!

  Business Response

  Date: 03/27/2025

  March 27, 2025
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ********     ****** *********
  
  Dear Mr. ********************** you for contacting Pella Corporation. I am writing to follow up with Ms.Armstrongs concerns regarding her service experience.
  
  It is my understanding that Ms. ********* was able to connect with her local service team on Tuesday, March 25, 2025, and successfully rescheduled her service appointment to occur on Wednesday, April 23, 2025.
  
  The service specialist she spoke with added a note in the related service Case #******** that Ms. ********* requested arrival notification from the service technician by a text or email, not a phone call.
  
  Should Ms. ********* have any further questions or concerns regarding this service appointment, we encourage her to communicate with the local team directly.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ***** *******
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

  Customer Answer

  Date: 03/27/2025

   
  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:03/17/2025

  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.

  10/29/19 initial door payment. Consultation.1/14/ 2020 door installed 520 S. Festival Door was not properly operational as an Insyctive bridge had been omitted from the delivery.Additional repairs required for door (2/13/20, 3/4/20) Door remained non operational and would not interface with the smart home. 3/10/2020 I disputed the charges for the door on grounds of faulty product and poor quality service. 3/23/2020 I reached out to Pella corporate via email advising them of poor service on the part of the local office. did not receive any satisfactory resolution and was sent self help links which did not address the problems. Pella then provided the bridge and the dispute with **************** was resolved and the charges were reinstated 5 and 6 2020.The door continued to malfunction and required ongoing repair. These repairs were very difficult to coordinate with Pella remaining poorly responsive.On 4/13/2020 emailed Pella with photographs of the defective door outlining its issues (1. Leaking 2. Blinds failing to work)6/17/2020 additional service call for blinds and door (right blind is consistently the one replaced)12/20/2020 again additional service to replace blinds.3/5/2021 blinds broken and replaced again.7/29/21 leak evaluation 6/2023 communication bridge failed and screenshot submitted to Pella 08/15/2023 after multiple correspondence a new bridge was sent from Pella. Blinds broke again.8/28/2023 Pella Insyctive support told me in an email I would have to open the blind machinery or request a service service call- incident 230815-003513 8/30/23 blinds broken again. Service call requested 9/6/23. 9/10/23 check number 536 $102.84 paid 8/19/24 Blinds broke again. Request for service was ignored.called Pella corporate multiple times and eventually received correspondence from a supervisor 9/24/24 that they were denying the warranty stating that I did not pay for the door. The door remains broken. The door is fully paid for (since 2020).

  Business Response

  Date: 03/25/2025

  RE: ID # ******** ****** *****
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that Ms. ***** has presented regarding the Insynctive blinds in her Lifestyle Series sliding patio door.
  
  Upon receipt of your communication, I contacted the local team from Pella Windows and Doors Southwest and was advised of a letter sent to Ms. ****** dated September 24th, 2024. Within that letter, in addition to being provided with a copy of the published warranty, the customer was informed that ********************** was informed that you paid for the door using an **************** charge card and later disputed that charge. This resulted in you receiving a full refund. Pellas published warranty document includes a disclaimer on page 5 (final bullet point under F.1.) that states that Pella products that have not been paid for in full have no warranty. As such, the Pella Lifestyle sliding patio door installed in your home has no warranty coverage. Based on this information, we understand that Pella Windows and Doors ********* has respectfully declined to provide services for your door until payment has been made in full. Pella Corporation supports their business decision based on the information provided to us.
  
  Pella Corporation is only the manufacturer of the products and is not a party to the sales contract originally agreed upon between the customer and ********************** Windows and Doors Southwest. As such, Pella Corporation is not able to act as a mediator between the two parties, and Pella Corporation supports Pella Windows and Doors Southwests right to respectfully decline further labor assistance or communication engagement. 
  
  Pella Corporation is unable to provide replacement products or labor at no cost to the customer. We recommend that Ms. ***** hires an independent contractor if she needs further assistance regarding her product,as it no longer is supported by the terms of the warranty.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23065873
  
  I am rejecting this response because: the door was paid for in full 6/2020 (see credit card statements showing dispute resolution) and warranty repairs were provided until 2024. In 2024 the company began declining to perform repairs still covered by the warranty and then Pella denied the warranty in an unfounded manner.  I am requesting review and arbitration regarding obligation to honor the warranty that was still in effect 9/2024.

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/17/2025

  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 had a new house built and purchased our windows from Pella. About half of the windows won't open. We have reached out to Pella several times. They have sent representatives here to look at the problem on two different occasions. They make promises and don't keep them. We were told on both occasions that they would send someone to fix them. We just want to be able to open our windows. These windows were top of the line and very expensive. We paid close to $40,000.00 for them. I am reaching out to you in hopes that we can avoid legal action.

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** **** *******
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the service concerns that Ms. ******* has presented regarding her damaged window sash and broken hardware.
  
  Upon receipt of your communication, I contacted the service department for *********** local Pella distributor, Pella Windows & Doors of **********. The service department informed me that she has an appointment scheduled on April 2nd to address her concerns.
  
  If the customer has any additional questions or concerns regarding her appointment,the 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: 03/26/2025

   
  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 as long as they keep their word and show up which has been a problem in the past.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/11/2025

  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.

  Major draft in window Installation was poor Set 3 emails and not one response you can feel air coming through side of frame

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ******* ****** BBB Complaint #********
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that ********* has presented regarding drafts in his Pella Lifestyle Series 4-wide casement window and the lack of response from his local Pella distributor.
  
  Pella Corporation does not coordinate installation services or provide warranty coverage for the installation of products. Since this service was provided by the local Pella distributor, *****************, I contacted their team to request the status of Mr. ******* installation concerns. I understand the installer visited Mr. ******* home on Monday,March 17, 2025, to address the outstanding installation-related concerns. It is our understanding that all of the customers concerns were fully addressed, and Mr. ****** stated they did a great job.
  
  If Mr. ****** has any additional questions, we encourage him to contact ***************** as they are in the best position to assist him further. Pella Corporation considers this installation-related matter to be closed.
  
  Thank you for the opportunity to review this information.
  
  Sincerely,
  
  ***** *******
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:03/06/2025

  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.

  This is my 2nd purchase of pella windows 6 vinyl replacement were installed over a year ago and they were sweating bad in cold weather at the bottom of both of them! Pella sent *** the technician out and said that the humidity level was too high and pella recommended 31 to 35 percent humidity not to sweat they were extremely loose from side to side fitting all of them he recommended that I go with the lifestyle replacement windows instead of vinyl so I ordered them and returned the bad ones to the store! I installed the new windows and unfortunately they sweat at the bottom worse than the previous ones and I have a dehumidifier running constantly to keep the humidity down to recommend levels! They also form ice at the bottom of the lower window seal all of them! Tech told me nothing wrong with the window he did what he could and doesnt see any issues with them its an engineering issue not a technician issue! I have contacted customer service several times and on video calls multiple times showing that I have proper recommended humidity and clearly can see the sweating and ice forming on all the windows at temperature lower than 28 degrees outside I am still waiting for a response back from them and they are not concerned about my wasted money and labor spent on them changing them for the 2 nd time in 2 years Im completely disappointed in their technician which I asked to send me someone else but they didnt technician *** was here from ******** pa. Location 3 different times and I have not had any satisfaction from them or him in my issues here im hoping that you can help me with my problem if not I guess Ill have to hire a lawyer the paint is also pealing at the bottom lower seal which gets iced up in the winter months it will not take long for the paint to peal on the rest of the bottom of the upper and lower windows any help is appreciated greatly thank you ***** *****

  Business Response

  Date: 03/14/2025

  RE: ID # ******** ***** *****
  
  
  Dear Mr. ********************** you for contacting Pella Corporation. I am writing to follow up with the concerns presented regarding Mr. ***** product performance and service experience. 
  
  The photos provided to us indicate condensation issues are being experienced, which is not a result of product failure, but of the environment the Pella product is installed within. 
  
  The service team from Pella Windows & Doors of NE ************, located in ********, **, executed a recent diagnostic visit on Friday, February 14, 2025, and documented that there were no signs of air infiltration. However, the customer did point out some material chip-outs in the corner of the lower sash. A replacement sash was ordered, with the installation of it being scheduled for Friday, March 14, 2025. 
  
  Condensation on the interior of windows and doors occurs when warm, humid air comes into contact with cool glass. This is especially common in the winter when outside air is cold and dry, and the indoor air is warm and humid. Even if you arent running a humidifier, everyday activities like bathing and cooking contribute to the humidity in the home. 
  
  Condensation typically presents as water droplets deposited on the coldest surfaces in the room, which again, are the interiors of windows and doors. But it can also present as ice formations if there is an extreme difference between the interior and exterior temperatures. 
  
  Replacing drafty windows and doors, or installing a new roof or siding reduces air infiltration into a home, making for a tighter seal overall. This tighter seal is great news for energy costs, but a tightly sealed home also retains more humidity, which means condensation on colder surfaces in the home may occur more frequently after those improvements. 
  
  I have included a copy of our Condensation Manual, but please note that the maximum recommended humidity levels reflected in the chart are specific to an interior room temperature of 70F. If the interior temperature is higher or lower than that range, that will change the recommend humidity percentages.
  
  Pella Corporation supports the diagnostic and service actions of the Pella Windows & Doors of NE ****************** Should Mr. ***** have any further questions or concerns, we encourage him to reach out to them directly as they are in the best position to assist him further. They can be reached by calling **************.
  
  Thank you for the opporunity to review this matter. 
  
  Sincerely,
   
  ***** *******
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  Date:03/06/2025

  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 have asked to be taken off all communication lists and they still call twice a day all from different numbers. Blocking does not help. It is insane and quite obvious they are struggling due to this aggressive sales behavior.

  Business Response

  Date: 03/06/2025

  Dear Mr. ********************** you for contacting Pella Corporation. I am writing to follow up with Ms. ********** concerns regarding the sales cold calls she is receiving. 
  
  We sincerely apologize for any frustration that has been cause by the repeated phone calls that Ms. ********* has received. 
  
  As we currently do not know the customers location, we are unable to directly comment on if our designated Pella Window and Door distributors are making the phone calls, or if those calls are being generated by independent contracting companies who sell Pella product independent of our designated distributors. 
  
  While we cannot guarantee that action taken (or not taken) by independent contracting companies, Pella Corporation has taken all action available to us to limit additional contact with this customer and her family by opting them out of promotional advertising by phone. 
  
  We would like Ms. ********* to please be aware of the following details, which are associated with the Opt Out Process which our team followed for this customer. Per our website: []********************** will use reasonable efforts to stop promotional mail from being sent to the address you provide but does not guarantee complete cessation. Differences in names and/or addresses, as well as every-door-direct mailings may cause you to receive some Pella promotions. If you opt out of the sale of your information, Pella will stop sharing your information with third parties and instruct third parties, as required by law, to stop selling your information. Pella, however, cannot control how other organizations use your information after it has left Pellas systems.
  
  Should Ms. ********* have any further questions or concerns, we invite her to call us toll-free at ************ to speak with a Pella Customer Satisfaction Representative. For her convenience, representatives are available by phone Monday through Saturday.
  
  Thank you for the opportunity to review this matter. 
  
  Sincerely,
  
  ****** ******
  Customer *********************************** Specialist
  Pella Corporation
  

• Initial Complaint

  Date:03/03/2025

  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 paid Pella $****** to come look at my windows and give me a quote for repairs. The technician spent about five minutes in our home and someone would contact me. This was in early October 2024. To date I have not heard anything from anybody at Pella. They ripped me off for ****** for nothing and I only have email addresses to respond to. I would like my money refunded. Thank you. ***** *******

  Business Response

  Date: 03/06/2025

  RE: ID # ******** ***** *******
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that Mr. ******* has presented regarding his service experience.
   
  After receiving the communication dated March 3rd 2025, I was in contact with the local team PWD-HSC. I was advised by Ms. ****** ********** that the customer was sent a quote for the replacement on October 1st, 2024. I see in the customers account record that the email was sent to him at 6:27pm CT that day, however it appears that the customer never responded to proceed with ordering the replacement quote.
  
  Ms. ********** has also advised that she, or someone within her office, will contact the customer on March 6th to discuss the fee that was paid, and to discuss the quote that was provided to the customer for consideration. 
  
  If the customer has any additional questions or concerns, the local sales/service team may be reached at ************.
   
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
  
  ****** ******
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  Date:02/13/2025

  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 PELLA WINDOWS FOR MY ENTIRE HOUSE (*******). ONE WINDOW HAD A BROKEN SEAL ISSUE Incident: 220812-002851 AND PELLA SENT ME A REPLACEMENT SEAL. NOW THE SAME WINDOW IS BROKEN AND ROTTING AND THE MECHANISM TO OPEN AND CLOSE IT HAD THE SCREWS COME OUT AND THE WOOD IS DETERIORATING. NOT ONLY DID **** ******** ASSURE ME PELLA WOULD STAND BEHIND THEIR PRODUCTS, I HAD SEVERAL SERVICE ALLS FOR MALFUNCTIONING WINDOW CRANKS AND EACH SERVICE ASSOCIATE TOLE ME THE SAME THING. AFTER SPEAKING WITH PELLA TODAY THEY WON'T STAND BEHIND THE ISSUE. IT IS VERY DISAPPOINTING BECAUSE I SPENT THOUSANDS OF DOLLARS (IN THE $25,000 RANGE) ON THE WINDOWS.

  Customer Answer

  Date: 02/13/2025

  Original purchase date September 2010 and lifetime warranty. 

  Business Response

  Date: 02/13/2025

  February 13, 2025
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** ***** *****
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the warranty concerns that Ms. ***** has presented regarding her ProLine Series casement window experiencing wood deterioration.
  
  Pella Corporation supports our products with the warranties published associated with the original purchase date. The warranty for wood products purchased between October 1996 and February 9, 2017 provides the original purchaser with 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. Historical warranty information for all Pella products is available online at *********************************************************************
  
  As the non-glass components warranty term expired in June 2020, Pella Corporation is unable to provide replacement product and labor at no cost to the customer. If Ms. ***** wishes to obtain a quote for a replacement product, we encourage her to contact the local Pella service department by calling ************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22932750
  
  I am rejecting this response because: THIS WINDOW HAD ISSUES FROM THE GET GO AND BAD SEAL.  IT IS VERY SURPRISING THAT YOU CANNOT MAKE AN EXCEPTION ON THAT BASIS FOR A HOMEOWNER THAT PURCHASED FULL HOUSE WINDOWS FROM YOU.  I GUESS I WILL WARN OTHERS ON SOCIAL MEDIA CHANNELS IF YOU CANNOT RECONSIDER YOUR DECISION. I'VE HEARD OTHERS IN MY NEIGHBORHOOD GETTING LONGER WARRANTY ON EXCEPTION BECAUSE THEY HAD PROBLEMS AS WELL AND I COULD PROVIDE THAT ADDRESS.  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/27/2025

  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.

  Went to the local Pella store on *****************, in ******* NY to find a replacement door handle for my sliding door I was told they dont sell them and was given information to contact service department. Went home and looked up information online and there are door handles to buy so placed an order on 12/30/24. Received the handle after 1/10/25 and realized when trying to install that I only needed to replace the screws and the old handle could be reattached to the door contacted pella customerservice to find out how to return and was told they were unsure of policy and someone would get back to me. No one has contacted me so went online to ask for refund and told since there was nothing wrong with order they couldnt take it back. On the online form I said the item was no longer needed and that option was available for me to select but that didnt seem to matter. If its an option why cant I return item because its no longer needed? Called again and got same response that someone would get back to me. To date, no one has contacted me. The only response I get is online which seems to be standard reply to everything even though this item is NOT a special order and is something that is in stock and they can sell again. It is no use to me and I want my money back. The online form for return is misleading if they wont accept a return for something that is no longer needed when that is an option to select.

  Business Response

  Date: 01/28/2025

  RE: ******* ******** BBB Complaint #********
  
  Dear Mr. ********************** you for contacting Pella Corporation. I am writing to follow up with the concerns presented by Mr. ******** regarding his experience. 
  
  Pella Corporation continually strives to manufacture quality products and complement them with superior customer service. We very much regret to learn that we have fallen short of Mr. ********* expectations and apologize for the frustration this has caused.
  
  Unfortunately we do not accept returns through our online parts store for product that arrives correctly, and undamaged. However, because of his experience I went ahead and issued Mr. ******** a check to reimburse the $205.18. He should see this in the mail within the next 3 weeks. 
  
  Again, we do not accept returns, so Mr. ******** is welcome to keep the handle or do with it as he wishes.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** *******
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer Answer

  Date: 01/28/2025

   
  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,
  
  ******* ********