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 Windows & Doors of South Burlington

  340 Dorset St Ste 3 South Burlington, VT 05403

• 

  Pella Windows & Doors, Inc.

  6546 Weatherfield Ct., Bldg. C, #1 Maumee, OH 43537

• 

  Pella Windows & Doors, Inc.

  451 W Dussel Dr Maumee, OH 43537

• 

  Pella Windows & Doors

  1077 Bright Rd Findlay, OH 45840

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:12/05/2022

  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.

  Window spontaneously cracked in February 2022. Called ** office and confirmed covered under warranty; they issued order over the phone using the order history and serial number on the window for 6/8 installation. Since then, they have made 8 different installation appointments with me, some of which they cancelled and rescheduled, plus four times (6/28, 9/8, 11/9, 12/2) they have shown up to install with the wrong product. I still have a large broken window in the primary room we use (our family room). This is a safety hazard and concern as we have two children. This is also horrible customer service, despicable quality control, disregard for our time, and failure to honor warranty. I expect installation to be completed within a months time of this written complaint at with the installation fee waived and at zero cost to us.

  Business Response

  Date: 12/12/2022

  RE: ******************************* BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns **************** presented regarding the service experience for Her 2014 vintage 350 Series product.
   
  Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the difficulties **************** encountered with order ********* and apologize for the frustration this has caused.
   
  I reviewed the records in our Data Collection System, and it appears that ************************* with DHD Windows and Doors is actively working with Pella Corporation in order to providethe customer with the most up-to-date information on the replacement order. As soon as the replacement product is available the local team will reach out to schedule service.
  
  If **************** has any additional questions or concerns, the local service team may be reached at ************.
   
  Thank you for providing us this opportunity to address your concerns.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased $60,000 worth of windows January 2022 they were delivered to ******* in September and lost and have not been found. The delivery was made to my residence and they did not deliver all of the product yet demanded full payment of product to leave what they had, even though half was damaged or missing, they are making no effort to expedite the final delivery of undelivered product and very hard to contact and are constantly shifting blame to others that cannot be contacted

  Business Response

  Date: 12/08/2022

  RE: ************************* BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns ****************** has presented regarding the sales and delivery 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 his and apologize for the frustration this has caused.
   
  Upon receipt of your letter, I contacted the local management team. ***************************** with Pella Windows and Doors of ******* indicated that the customer purchased products through Superior Doors and Services. ****************** acknowledged that the ************* was scheduled to pick up and deliver the customers product but that they fell ill.  ****************** stated that this team will be scheduling the delivery.
  
  If ****************** should have any additional questions or concerns, the local sales team may be reached at ************.
   
  Thank you for providing us this opportunity to look into this matter.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  Date:11/28/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered door thru Lowes store on Aug 29, 2022. Was told 35 day lead time for door to arrive at lowes from Pella . Expected date was Oct 3, 2022. On Oct 3 Lowes was notified by Pella there was a delay and door now expected November 3rd. On November 5th I wrote to Pella via email [incident #******-000474] and on Nov 7th later told door was shipped and expected date at Lowes is Nov 11. On November 11, ***** notified door will arrive November 18. On Nov 14th I wrote back to Pella to follow up on why door not arrive at Lowes on the 11th using same incident number and was given new incident #******-004529. On the 18th ***** told me maybe it will arrive on the 21st since they expect a large 75 door shipment on that day. I called and it had not arrived. On November 26 I went to Lowes and asked where the door is at this moment. They called Pella and with the phone on speaker the rep claimed in was in production now. Asked for expected date and could not give one nor a tracking number. ***** rep asked for supervisor and after being on hold for 6 minutes claimed none on site today. I spoke to ***** rep and was shown screen where all the Pella communication about arrival date and was exactly what ***** had been telling me for each of the above mentioned dates. I have been trying to re-email Pella again on Nov 26 and they have yet to respond to me. Pella is clearly passing false and fraudulent information to both me and Lowes with regard to my order PO number for my order is *********.

  Business Response

  Date: 12/05/2022

  RE:*************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up with the concerns ********************** has presented regarding the delay in delivery of 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 the customer encountered with Lowes #**** PO #********* and apologize for the frustration this has caused.
  
  I understand that the order shipped out on December 2,2022. We suggest that ********************** contact his local Lowes team for details on when the product will be ready for pickup. I have included their contact information below.
  Lowes #****
  67 **********
  *******, **  06810
  ************
  
  Thank you for reviewing this information.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:11/21/2022

  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.

  To whom it may concern,I purchased a Pella 150 Series 72-in x 80-in Tempered Clear Glass White ***** Universal Reversible Double Door Sliding Patio Door (Model # ********** / Item # ********) from Lowes on 11/5/22 and had it installed from a licensed contractor. The cost of the door was $467.02. Unfortunately, it leaked during the first rain that we had. Please refer to the attached photos and ***** receipts. Ihave other photos and videos but they are too large to include here but still can be supplied upon your request.I currently have a Pella rep./tech scheduled to come to my house on 12/19/22 (Ref #******-000241), however, that was over a month when I had scheduled it and the door is actively leaking. I have it covered with plastic at the moment (refer to that photo as well). The purpose of the email is to ask for your help in an effort to have a Pella rep./tech come sooner to help rectify this issue for my family and I. In addition, I would like the cost of whatever the issue is to be fully covered under warranty even if that includes a manufactures defect with the frame. I was advised from Pella that I would have to pay for the removal and reinstall of the door even though I already paid to have it installed. I did contact *****, however, I am waiting their response but even with their response I still need a Pella rep./ ***** to determine its defect. In sum, Id like to expedite this appointment to see what exactly I may need. I am not sure if I need parts on this door, a new door etc. It's just odd that the door is brand new and leaking. Luckily, I am not taking water in my basement again. I feel the install was done properly after consulting with my contractor and I'm hoping it's an easy fix for Pella. I do hope you can help us. Please respond as soon as conveniently as possible. I look forward to talking with you further.Thank you,-********** ************ (c)*****************

  Business Response

  Date: 11/28/2022

  RE:********** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns Mr. ***** has presented regarding the installation experience as well as the water infiltration on his Pella 150 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.
  
  Our Data Collection System indicates that the local service team is scheduled to inspect the door on January 16, 2023.  If an earlier date comes available, the service team will call the customer to offer the opening. 
  
  If Mr. ***** 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 concern.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18443609
  
  I am rejecting this response because: Pella has confirmed with me via Ref # for call: 221116-000241 that my appointment is 12/19/22 NOT 1/16/23. What are you talking about, other than making this worse than what it is? Please respond and advise.
  
   
  Sincerely,
  
  ******************

  Business Response

  Date: 12/01/2022

  Dear ********************:
  
  Thank you for your follow-up email. I am writing again to address Mr. ******* response to our previous correspondence regarding his 150 Series sliding patio door.
  
  As stated in our initial response to the BBB the local service team is responsible for scheduling the service appointments, not Pella Corporation.  We are happy to hear that they were able to improve the service appointment to December 19, 2022.
  
  If Mr. ***** should have any further questions regarding this appointment we encourage him to contact the local team directly at ************.
  
  Thank you for reviewing this information.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:11/17/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered repair parts from Pella to repair a broken lock. Ordered parts in early Sept., wrong parts sent. Ordered a second time in early October, again wrong parts delivered. Ordered a 3rd time, at a cost of $239.81 on Oct. 28th with expedited shipping request. Called Pella on Nov. 11th, and they apologized and said the parts were not shipped but that they would be shipped on Monday Nov 14th. Called Pella again on Nov. 17th and asked for tracking number on shipment; was told that repair parts would be delivered until JANUARY FIFTH, 2023. I said that was unacceptable, please cancel the order and credit the transaction back to my credit card. They said a credit could not be issued. I asked to speak to a manager and was told that a manager would return my call in 3-5 business days. Ridiculous excuse for customer service. I'll never, EVER buy another Pella product. (PLEASE ENSURE THAT THIS COMPLAINT IS FORWARDED TO PELLA SR. ************ Yes, I would like a refund.

  Business Response

  Date: 12/07/2022

  December 7, 2022
  
  *************************
  Better Business Bureau
  2625 *************
  **********, ** 50310
  
  RE: ************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence.  We appreciate the opportunity to address ******************** concerns.
  
  Mr.***************************, the Centralized Sales and Service Team Leader, has committed to investigate ******************** concerns and make adjustments as needed.
  
  Should ******************** have any additional questions, he is welcome to contact *********************** team. They may be reached at ************.
  
  Thank you for reviewing this information.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

• Initial Complaint

  Date:11/17/2022

  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.

  Windows purchased from Pella were installed in June 2022. To our dismay, the Pella windows were installed incorrectly causing more leaks around our window than before the new windows were installed. We contacted their service department to explain the issue. They sent one person to fix the problem; however, their representative revealed that the windows had been installed improperly and needed to be reinstalled. Two weeks later, we reached out to Pella again since we hadn't heard from them. Their project manager eventually contacted my husband to set up an appointment. He neither showed up nor called to say he couldn't fulfill the appointment. At this point, we have new Pella windows with plastic film on the inside to prevent air filtration and may need to hire another company to reinstall the windows.

  Business Response

  Date: 11/21/2022

  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 250 Series double-hung windows.
  
  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 letter, I contacted the local management team. *************************** with Pella ********* **** indicated that the Field Installation Manager spoke to the customer on November 17, 2022. I understand that they have set up an appointment to investigate Ms. ********* concerns on November 22, 2022. 
  
  If the customer 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

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18417713
  
  I am rejecting this response because: The person assigned to evaluate our issue fails to meet appointments. On November 21, 2022, we received a call from a Pella scheduler informing us that Mr. ***************************** would be unable to make an appointment he made on November 17. Instead, he postponed the appointment to November 29. This is unacceptable customer service. We have been waiting for at least 3 months for the installation to be corrected. We're still waiting with plastic window film over our windows to keep out the cold air. We placed a call to ****************** and will wait for a response. Pella Corporation has made our situation worse.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/19/2022

  RE: ******************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your follow-up email. I am writing again to address Ms. ********* additional concerns regarding her installation experience.
  
  I have again contacted the local management team. *************************** with Pella ************** indicated that the Field Installation Manager met with the homeowner on November 22, 2022 and has put together a recovery plan.  A return visit will be scheduled once the replacement product has been received.
  
  If ******************** has any questions, we suggest she contact the local sales team as they are in the best position to address this. They may be reached at ************. 
  
  Thank you for reviewing this information.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation

• Initial Complaint

  Date:11/10/2022

  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 purchased metal clad double hung windows from Pella corp in ****. Windows were described as top quality, with no exterior maintenance due to the cladding. It turns out the cladding is defective, and allows water into the window, which rots the wood. This is happening to several of my windows. I called Pella, was told the only thing I can do is pay a service person to come out and caulk the windows (too late for the worst rotted ones) or pay for replacement. There was a class action lawsuit about these windows...I never received any kind of notification about that lawsuit, which Pella says is now closed. Bottom line is that Pella sold a defective product, claimed it would repel weather and be maintenance free, and it is not. Windows are expensive and should last many decades. Pella sold defective goods, and is leaving its customers "holding the bag."

  Business Response

  Date: 11/15/2022

  RE: ************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns ****************** has presented regarding the wood degradation and the expired warranty for his **** vintage Architect Series double-hung Precision Fit windows.
  
  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.
  
  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 https://www.pella.com/support/warranties/. 
   
  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. 
  
  The customer mentions a settlement regarding Architect Series windows.  There has never been a certified class action or settlement related to any Architect Series windows.
  
  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 *********************************** Specialist
  Pella Corporation

• Initial Complaint

  Date:11/10/2022

  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.

  Terrible company to work with from start to finish. Unfortunately, when the sales agents are selling you windows, they don't advise you the blinds don't close all the way on their triple pain windows w built in blinds. Had they properly disclosed that information, we would have went elsewhere for windows. This is a low end window company, selling at a high end price. Shame on your company for not standing by your products. Warranties are worthless with your company. This isn't a warranty issue when the product installed doesn't operate as it should immediately after installation.

  Business Response

  Date: 11/07/2022

  Below please find the response form the Pella ********************************* team in Pella, IA:

  This isn't a warranty issue.It was mentioned that overtime the blinds will "loosen" causing them to be able to close tighter. However, it's not considered a warranty replaceable item. 
  
  Thanks,
  Tessa 

  Our sales branch is bound by the decision of the warranty administration team in Pella, IA. This complaint needs to be filed with the Pella **************** and not the ******* sales branch.

  Thank you.

  Customer Answer

  Date: 11/08/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  We didnt pay 6k for triple pane glass w blinds that dont close. If you buy a new car and it doesnt start and I turn around and tell you it will start at some point, Pella would be okay with that? Just keep waiting? Please have a manager from corporate call me. After i speak to that person, Ill be requesting that I speak to their boss. Stop ripping people off with your low quality, high cost windows. You are a fraud company. Given you guys dont know the warranty we clearly have, they were already replaced UNDER warranty. I have the old set, that doesnt close either, sitting in my basement. Again, stop lying. Im shocked Pella hasnt been sued yet. Ill be waiting for my phone call. 

  
  Regards,
  
  *************************

  Business Response

  Date: 11/16/2022

  RE:************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns ******************** has presented regarding the product performance for his Lifestyle Series casement with blinds.
  
  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 understand that the customers concerns are that the blinds are not tilting all the way closed. I contacted the product engineers for more information. They have provided that this is typical of any blind design including ours. The tilting is being driven from the top.  As you go from top to bottom the slats are gradually more open. There is variability from blind to blind due to the inconsistency of the weave of the ladder cords.  Sometimes the blind will close better one way more than the other.  Sometimes it will close about the same both ways.
  
  If ******************** has any additional questions or concerns,the local service team may be reached at ************.
  
  Thank you for providing us this opportunity to this concern.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation
  
  
  

  Business Response

  Date: 11/16/2022

  RE: ************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns ******************** has presented regarding the product performance for his Lifestyle Series casement with blinds.
  
  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 understand that the customers concerns are that the blinds are not tilting all the way closed. I contacted the product engineers for more information. They have provided that this is typical of any blind design including ours. The tilting is being driven from the top.  As you go from top to bottom the slats are gradually more open. There is variability from blind to blind due to the inconsistency of the weave of the ladder cords.  Sometimes the blind will close better one way more than the other.  Sometimes it will close about the same both ways.
  
  If ******************** has any additional questions or concerns, the local service team may be reached at ************.
  
  Thank you for providing us this opportunity to this concern.
  
  Sincerely,
  
  *****************************
  Customer ***************************** Specialist
  Pella Corporation
  

  
  

• Initial Complaint

  Date:11/09/2022

  Type:Order 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.

  A few things. Pella installed the incorrect windows we initially signed a contract for. They changed the dimensions and did NOT get our approval to do so . Next, Pella purposefully installed a damaged/crushed window from their truck and are refusing to replace it. They took advantage of our elderly parents at the house and first removed and damaged our old window - leaving no option other than to put the damaged Pella window in. They lied and said the broken piece was NOT part of the full window. The following is the video from our security cameras of the workers removing the damaged window from the truck, looking at the damage, then removing the crushed frame part before lying about it being shipped separately. The video shows the crushed frame and broken glass as well as our old window they already destroyed. https://youtu.be/-rehJROiUDc Pella can provide the signed contract for changes they made on the windows or refund the complete order as we are no longer willing to have multiple people look and want to intrude more to take pictures when we are not at the house.They filed a permit that we cannot pass because of the broken window and believe Pella should be held accountable for the negative **** that will be created for having an open permit that cant be passed with a damaged window.We have rental income of $10,000/ month that we may need to back out of for we cant rent with a broken window. Pella should be responsible for loss of rental income for purposeful negligence with not wanting to replace the damaged unit or providing the signed contract for changes they made

  Business Response

  Date: 11/14/2022

  RE:*************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. We appreciate the opportunity to address Mr.********** concerns.
  
  Upon receipt of your correspondence, I contacted the local management team. ************************* with Pella Windows and Doors of *****, ** provided the following information:

  ********************** was not on-site during the installation. The mother and father live in the home.

  The installers were aware of the sliding window having glass cracked in the operational sash. This was shown prior to the removal of the existing window to the father, and it was explained that the window could still be installed. They clarified that the sash is removable and easily replaced, and gave them the option of installing it or not. They opted to allow the installer to go ahead and install the window. Only the sash needs to be replaced.
  
  Should ********************** have any further questions regarding this matter, he is welcome to contact Mr. ********* team. They may be reached at ************.
  
  Thank you for reviewing this information.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18380051
  
  I am rejecting this response because:

  this Is not the case and this is a purposeful and intentional lie.
  

  We provided proof from the security cameras where the old window was removed from our house prior to the broken window being removed from under several windows in the truck.

  In the video at the end where the damaged window was taken and installed, you can clearly see the old window removed and bent and damaged on the ground. There is no delay in the video, and there are several more camera angles

  https://youtu.be/-rehJROiUDc

  there is significantly more damage than just the glass as seen by the crushed frame provided.

  the in-laws do NOT live there.

  i Have NOT received the signed change order that changed the dimensions of the windows we rejected in emails. In fact we demanded the order be canceled if the dimensions were changed.

  we expect the complete window be replaced without delay to avoid further damages to us or a complete refund of the order without proof of a signed change order.

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

  Business Response

  Date: 11/17/2022

  
  RE: *************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your follow-up email. I am writing again to address Mr. ********* rejection of our response.
  
  I reached out to the local service team again. *************************** the Install Supervisor for Pella Windows and Doors of *****, **, has informed me that his team is reordering the entire window to ensure customer satisfaction.
  
  If Mr. ******** has any additional questions or concerns, we suggest that he contact the local sales team. They may be reached at ************.
  
  Thank you for reviewing this information.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:11/02/2022

  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 bought a signature pella storm door from lowes less than a year ago and had lowes install. I have had to have this door replaced two times already. The installation has been fine so its no fault of lowes but these doors have been such low quality they just keep breaking and having to be replaced twice now. I would like pella to provide me a upgraded better quality door and have them install it.

  Business Response

  Date: 11/04/2022

  RE:*************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns **************** has presented regarding the product experience for his storm 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 their order and apologize for the frustration this has caused.
  
  Pella Corporation stands behind our products through the written warranty which provides the original purchaser of the storm door with coverage for twenty years after the purchase date. Should the door be determined to be defective after 20 years the original purchaser may buy a new storm door at 50% of the current manufacturers suggested retail price. It is also important to understand that the warranty does not provide consideration for damage due to Acts of God. I have attached a copy of the full warranty for your review.
  
  We suggest the customer contact the ********************** Storm Door customer service department to discuss his concerns. They can be reached at ************** or write Pella ***************** ******************************************************, **  57006.
  
  Thank you for providing ** this opportunity to address your concerns.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation