Business Profile

Producers

Pella Corporation

Headquarters

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Complaints

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

Customer Complaints Summary

245 total complaints in the last 3 years.
56 complaints closed in the last 12 months.

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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:11/02/2022
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.
In 2021, I ordered Pella Defender series windows from my local Lowes store. After the windows were installed and cleaned, I noticed there was streaking between the planes of glass. I called Pella and they opted to cover the manufacturing defect under their warranty. The first piece of replacement glass was installed in early JAN, 2022. This was completed by non-Pella contractors. The contractors replaced **************, not the trim, and used caulking to seal the old trim they put back (that was damaged in the process of replacing the glass). After they left, I cleaned the glass and found the same issue streaking between the panes. Pella sent out an inspector and noted the same and ordered replacement glass. They also stated the contractors replacing the glass should have replaced the trim and not sealed the trim, as it is bad for the windows (there is apparently mold growing in these sealed areas to this day). After delays, the 2nd piece of replacement glass was to be installed 19 May, 2022. On 19 MAY, the installers discovered (at my home) that the new glass had defects, rejected it, and ordered a new piece. After delays, the 3rd piece of replacement glass arrived for installation on 15 SEP, 2022. This glass arrived damaged and was again rejected by the installers at my home. The 4th piece of replacement glass was then ordered with an installation date of 10 NOV, 2022. This week, I was informed the replacement glass would not ship until 20 DEC, 2022, and I have no new installation date. I have called Pella Corporate on multiple occasions and left messages for several of your executives with no response. This kind of quality control is completely unacceptable. It has been almost a year and the issue is not fixed. We are about to be on the 5th piece of Pella glass. Additionally, I have a PCS coming up in February and I cannot afford further delays or quality control issues on Pellas part. NOTE: The Pella installers have been constant professionals.
Business Response
Date: 11/09/2022
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 the glass in his Defender Series 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 ***** PO ********* and apologize for the frustration this has caused.

Upon receipt of your letter, I contacted the manufacturing plant. They indicated that the replacement glass was delivered to the service team in *******. I have asked the service team to contact the customer to set up an appointment to install 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
Customer Answer
Date: 11/09/2022

Complaint: 18346746

I am rejecting this response because:
Good evening,
I received the BBB complaint response from Pella corporation today. As the replacement glass has yet to be successfully installed, I am still not satisfied with this response. I am in the same position I have found myself in multiple times earlier this year: with a delayed installation date and no guarantee that this product will not also be defective. Again, Pella has shipped and delivered 3 pieces of defective replacement glass to my home so far for installation. Has the quality assurance issue been solved? I am waiting on the fifth overall piece of glass. For a company focused on customer service, I have reached out to your corporate office on multiple occasions and have not heard back. After this most recent delay, I emailed the ******* office the same day they emailed me about the delay (October 31st). I did not hear back from them until 4 business days later. This was after I emailed a second time (on the second business day),called and left a message with a service supervisor, and then called the office directly (on the fourth business day). My new installation date is December 29th (moved from the 20th of December for my availability). If the glass is already with the service team in *******, why is it not being installed tomorrow,November 10th, as was originally scheduled? This was the day I had previously scheduled with my command to be off the flight schedule, free from duty, and rearranged classes. For the frustration Pella states they have caused, they could certainly attempt to reach out to me as I have attempted to reach out to them to solve this issue in a reasonable and prompt time (not a calendar year). What I am experiencing is a company that seems perfectly content with wasting my time,failing to address this issue, and feels an apology passed through a third-party following failure after failure is the premier example of customer service.
I already have the number of the local service team; I was hoping you would understand that I have escalated this issue through the Better Business Bureau because the customer service being provided to this point is not adequate.
My Pella case number is: 220108-000068.You can better track the case using that number.
I would again like to note that the Pella Installation team (the two gentlemen that have repeatedly come out to my home) are the stand-out performers here - very professional and courteous.

Sincerely,

*****************************
Business Response
Date: 11/11/2022
RE:***************************** BBB ID #********

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

Thank you for your additional letter. We are writing again to respond to the customers rejection regarding the quality of his order.

Our records show that ********** spoke with ************************************* from the Pella Windows and Doors of ******* service team. I understand that the installation of the glass is scheduled and confirmed for December 29, 2022.

**************************, the Service Manager for Pella Windows and Doors of ******* has indicated he is working with the manufacturing plant to insure the product is quality checked.

If ********** should have any additional questions or concerns, we advise that he contact the local distributor at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 11/14/2022
**********************,
Thank you for taking the time to read and respond to my BBB complaint and confirming the installation date of the 29th of December.
The largest goal of my complaint is to ensure that properly manufactured glass is successfully installed this time, and hopefully on December 29th. Three other attempted installations have been made, and each time it failed, I was assured the next would be successful. This was all with the contact of the local team you have asked me to reach out to and noted I have been in contact with. As there is a four month turnaround between attempts, we all recognize this is the last attempt Pella can make before I move in February.
At the end of the day, I am looking for a successful installation of this glass before I move and looking for assurances from you or another contact at Pella corporate that this will occur. I would appreciate it if you or such a contact at Pella corporate could personally get back to me with these assurances or any updates moving forward - until, in my eyes, the case is closed with the successful installation of the properly manufactured, warrantied glass.
Thank you again for your time.
Sincerely,
*****************************
Business Response
Date: 11/29/2022
November 29, 2022

**********************;
Better Business Bureau
2625 **********.
**********, ** 50310

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

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

Thank you for your recent letter dated November 28, 2022. We appreciate the opportunity to further address ************ concerns.

We have responded to this concern and have continued correspondence directly with ***********

If you have any further questions, please let me know.

Thank you for reviewing this information.

Sincerely,

*****
Communications Associate
Pella Corporation
Initial Complaint
Date:10/31/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered windows for my home in June 2022 and was told by the sales rep that i would have my windows in about 2 months, since this time I've gotten 3-4 separate deliveries which was never mentioned in the beginning and they demanded money at the time of each delivery. The company has received payment in full and has been giving me the run around for windows which they had to remake because they gave the wrong size. it is now almost November and Pella has been paid in full and I'm still missing windows and screens and every time i call they keep saying that they will get back to me and the never do.
Business Response
Date: 11/01/2022
RE: *************************** -BBB ID #********

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

Thank you for your recent letter. I am writing to follow up with the concerns ********************** presented regarding his 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.

Upon review of this order, I understand that all of the lines have shipped except for line 35.
The door screen on line 35 has an estimated ship date of November 23, 2022

250AF0813Z
All lines have shipped

250AF0813R
All lines have shipped

250AF0813B
All lines have shipped

250AF0813X Reorder
Direct Set Angle Top Support Product has a revised ship date of November 9, 2022.

As the manufacturer, Pella Corporation provides our products to independently owned and operated distributors as an independent store, Pella Windows and Doors of Long Island, ** is responsible for selling Pella products and providing support to customers as well as providing updates on estimated ship dates.

If Mr. ********* has any additional questions or concerns, the local sales team may be reached at ************. They are in the best position to offer order information.

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

Sincerely,

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

Customer Answer
Date: 11/01/2022

Complaint: 18335345

I am rejecting this response because: I was originally told by the store where i purchased the windows that they would all be delivered in two months and there was never any mention of the order being delivered partially until the first delivery arrived. I spoke to the store manager today (11/01/22) and he mentioned that although they are independently owned they are only a distributor for Pella windows they are at the mercy of the manufacturer meaning that they take the orders for Pella Corporation and then Pella gives them a delivery date. This order has been placed since June 2022 and it's now November 2022 and i keep getting the run around about the window delivery. Pella has been paid in full and Pella Corporation refuses to take any accountability for their actions and quickly passes the blame to the distributors. In my meeting with the store manager today there were over 10 customers with the same issue and some waiting as long as 10 months. The BBB needs to take action against this renegade company which are taking customers money and not informing them of long delays or they cannot produce the product in which their customers order.

Sincerely,

***************************
Business Response
Date: 11/02/2022
RE:*************************** -BBB ID #********

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

Thank you for your additional letter. We are writing again to address Mr. ********** rebuttal.

I would like to provide the following information regarding the customers orders.
250AF0813A
Line 35 shipped on 11/01/2022
The complete order has shipped.

250AF0813X Reorder was booked 09/16/2022
Direct Set Angle Top Support Product
The glass from an outside vendor did not pass quality inspection and needed to be reordered.
The estimated revised ship date is 11/09/2022.

We encourage ********************** to reach out to the local sales team for updates. They may be reached at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:10/27/2022
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.
On 25 January 2021, I purchased the Pella HurricaneShield Series Windows, and two Parksite Therma Tru Entry Doors for $29,000. Pella was committed to the installation of all windows and two doors manufactured by Parksite. The front entry door with two sidelights and one back entry with double doors. These installations were done at my residence ******************************************************************************* on 27 September 2021.The window installations went very smoothly with a few exceptions. Pella made the necessary adjustments, and the windows passed all inspections. Regrettably, I cannot state the same for the doors. The front entry door was accepted by Pella from the manufacturer, Parksite with a cracked sidelight. This was noted in my file, Pella notified me and recommended the installation with the cracked sidelight anyway. They stated it was to avoid any undue delays with the job and that Pella would work directly with Parksite to replace the cracked sidelight. Pella was to submit a work request with Parksite.Unfortunately, neither door was installed properly. The front door failed several inspections. Both doors have issues closing properly and the overall fit is off. The installers had to make several adjustments to the walls so that the frames would fit due to inaccurate measurements. Since April 23, 2022, Pella had committed to having this issue resolved. Pella made several inspections of the front door and each time the inspections failed. Parksite also came to inspect the door install as well. It has now been 12 months since installation and these issues have not been addressed. Pella ensured the doors would be replaced with new ones yet neither one has been replaced as Pella committed.Pella has failed to respond to this issue, and I am seeking compensation for the two doors. Pella has not made any attempts to resolve this problem within a reasonable time.Re:Quote13578760Order #*****KWTK5
Business Response
Date: 11/21/2022
Dear ********************:

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

Upon receipt of your correspondence, I contacted the local management team. ***************************, the Retail Sales Manager for Pella Windows and Doors of ************,indicated that he had spoken with ************ regarding this matter. The ************ team is committed to satisfying this customer.

Should ************ have any further questions, she is welcome to contact Mr. ********* team directly. His team may be reached at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 11/22/2022

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:10/26/2022
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.
On 4/13/22, I contracted to have Pella remove my existing sliding windows and doors and replace them with Pella products. I paid approx $5000 for a deposit (1/2 of the total price). The original installation date was mid-August, but this was changed to 10/4/22. The installers were great, but it turns out Pella did not send the part that connects and locks the doors. They left saying they would be back in 3 days to finish. Pella then called and told me the part be ready and installation would happen on 11/16. I told them this was unacceptable since the part that was missing is the locking mechanism for the door and we would be vulnerable to intruders for over 5 weeks. I have contacted support and executives at Pella, but cannot get it installed. We need help!
Business Response
Date: 11/03/2022
See attached
Initial Complaint
Date:10/25/2022
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.
June 2nd 2022 I purchased PELLA windows from ****** Home Centers, LLC. Store # ****, Quote #*******, PO# *********, Invoice # *****, sales # S****RB1 *******, Trans # ********.I paid Lowes FULL PAYEMENT in ADVANCE of $ $33,856.94. An email was sent to me on June 7th confirming the lead time of 21 weeks. That would be NOVEMBER 1st 2022. On 9/6/22 I email **** at ****** requesting an update on arrival of the windows as I needed to schedule my installers in advance. I did not receive an email response in regard to my request. On the evening of 9/8/22 I received an automated voice message that ****** was delivering the next day. I immediately called to find out what was going on since I had not head back from ****** in regards to my email. It turned out that Lowes was intending to ************ PELLA window which I order on June 17th (two weeks later than the original order of June 2nd 2022 not included in the total mentioned above). This was an extra window, exactly the same *************** as the original windows ordered. I instructed them to keep this one window at ****** and I would pick up.In the days following, I made phone calls and in store inquiries. I was told by **** that my original windows were not coming in until mid January 2023. I made additional in store inquiries through out september and early October, talking with ****, with **** and one other representative. I had requested they contact Pella and get my project in production. On a couple occasions, **** and **** got the Pella rep online. I was told the Pella rep would look into it and they would see what they could do. It's been almost two weeks since and no one responded. ****, the Pella rep to ****** will not take my call. The BIG PROBLEM: I paid in advance, the second single window (same product) was shipped on September 15th so there is no excuse), The General Contractor we are working with TORE the home apart on a $400,000 remodel based on Pella's time line. Homeowner is OUT.
Business Response
Date: 11/03/2022
Dear ********************:

Thank you for contacting Pella Corporation. I am writing to follow up with the concerns presented by *********************** regarding the delivery of product purchased at Lowes #****.

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 contractor encountered with Lowes #**** order ********* and apologize for the frustration this has caused.

Upon receipt of your letter, I contacted ********************, the Pella Corporation National Accounts Senior Sales Representative that supports **** at Lowes #**** in *********, **. In a joint effort we are executing a recovery plan.

There were two lines on PO ********* that had an extended lead time due to capacity challenges in the Support Plant. Pella Corporation only ships to Lowes when the complete order is manufactured. Lines 017 (Lifestyle Direct Set Fixed Frame) and the composite on line 43 (Lifestyle Sliding Door with Lifestyle Direct Set Fixed Frame Transom) were canceled off of the original in order to improve the estimated ship date on the remaining line items. This new date will be provided by Mr. ******* once the Field Sales Support Specialist has adjusted the date.

Mr. ******* assisted **** with placing a reorder for the two lines that were canceled. When that order flows into our system Mr. ******* will provide that estimated ship date as well.

While these efforts are underway, we know delays can place the customer/contractor in difficult situations. The team at Pella is committed to making capacity investments and working with supply and staffing initiatives, putting customers at the center of all we do.

At Pella Corporation, we are fortunate to have great partners like ****************. We appreciate his understanding through these challenges. Please be assured that we are working closely with Lowes to provide the most accurate delivery dates available.

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

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:10/25/2022
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 have a house full of Pella Windows purchased at different intervals over the past twenty years. The windows are kept in good shape but over the past year it was apparent a single sash in the front of my home required replacement. I was told by the service tech that my windows were now obsolete and Pella was charging very high prices to obtain parts for obsolete product. They orginally quoted me over $2500 to replace this single sash. Four years ago I replaced another sash and was charged a total of $275. Naturally I was totally floored with this price and after pushing back I was offered a price of $1000 to do the work. I was still not happy but paid the $1000 and waited two months to be scheduled. Today the service perxon showed up and told me the sash he had would not accomodate the grill and screen which is in all my other windows. In other words I was going to have a totally mismached window in the fromt of my home had I accepted their proposal for replacement. The told me they were sorry and they didn't make the part any longer and that it was Pella Corporate and not the local ********** franchise that increased the prices and obsoleted the parts. Their Corporate HQ basically told me tough luck that I would have to take up any further discussions with my local branch.
Business Response
Date: 11/01/2022
See attached doc
Initial Complaint
Date:10/21/2022
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 windows back in March from Lowes . Pella said 4 months later they never got the order . I went ahead and reordered them and had to put off building my house for 3 months to wait on the windows . Now two weeks before they are supposed to be here they are pushing out another month because I ordered them in August according to their system . No , you have had my money since March . I am making a construction loan payment and a house payment and apparently that will be another month of payment since I am having to delay my house again to wait for windows . Called customer service and factory rep and all they did was apoplogize and are not willing to make it right even though their promotions say customer satisfaction guaranteed . Buyer beware .
Business Response
Date: 10/27/2022
RE:*********************************** BBB ID #********

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

Thank you for your recent letter. I am writing to follow up with the concerns **************************** has presented regarding the manufacturing delay for his 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 the customer encountered with Lowes #**** order number ********* and apologize for the frustration this has caused.

Upon receipt of your letter, I contacted the manufacturing plant. They indicated that they encountered glass quality and delivery delay issues on the glass that was purchased from an outside vendor. They are processing this order with notations to expedite.

I understand that as of October 27, 2022, 7 of the 8 items on line 1 have been completed. The glass did not pass quality inspection on one item and the glass was reordered. Upon receiving the reorder glass the line will build this final unit. Additionally,line 2 was completed on October 27, 2022.

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

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:10/20/2022
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.
Today is 10-18-22 We contracted with Pella January 2022. We were told installation would occur in 4 to 5 months. We were advised in August that they were ready to install. September they started installation. When they first came we were shy 5 or 6 windows. The installation ended and we are without 1 window. After numerous requests for status and telling them I would contact BBB, I received a response from *************************, Retail Project Coordinator, "I have forwarded this to my supervisor and the installation supervisor. As soon as I hear back from them I will let you know. My apologies for the issues."When they lost 6 or 7 windows, I spent hours trying to chase the windows. During this time I was told that the ware house in ******* is a mess, they have so many orders they can't keep up, etc...In addition, during hurricane ***, two of the windows leaked. Someone came out and determined we needed a new sash for one window and had no explanation for the other window.For a purchase in excess of $40k, this is extremely disappointing and the service level is awful. No communication or only communication after saying I would reach out to. BB Order No. 83322KKJ2T
Business Response
Date: 11/03/2022
see attached doc
Initial Complaint
Date:10/18/2022
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.
We had all our windows replaced in our home. The install date was August 17th,2022. At the time of install left for an appointment because this was later in the day and the install had taken much longer than the installers had predicted. When I arrived home I inspected the windows and found that the majority of the windows had either defects or were damaged. Almost all the screens had holes in them or were not taunt. We contacted the salesman the next day and he in turn contacted the supervisor. After numerous attempts to get someone out to see the issues, the supervisor ( *********) came out and took pictures and agreed the windows needed replacing. He promised he would get back in touch with a resolution. We waited for a week, nothing! I then started calling corporate and other offices related to pella and finally was put in touch with ****** ( a manager for Pella). After 2 weeks he and the supervisor once again came out and all agreed the windows, screens and the new framing needed replaced. We are now weeks without any word/resolution on when this will be resolved. I have windows with foam hanging out ( this was not trimmed down, it was left for us to do) , I am unable to put furniture back in place and I have beach towels hanging because i cannot install window blinds. We have cold weather approaching and windows that defeat the purpose of new windows ( energy efficiency). We are respectively requesting a full refund in order to get windows from a reputable company. Pella does not stand by Pellas customer service guarantee. We have been giving the run around. They have been paid in FULL. Also to note we were actually told " you should not have gone with the cheaper version". Please define cheap??Holidays are approaching and Pella has made it almost impossible for us to host our annual Thanksgiving dinner.
Business Response
Date: 10/27/2022
See attached doc
Initial Complaint
Date:10/18/2022
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.
My home was built in **** using Pella aluminum clad windows, in 2017 began to notice paint was peeling on some of the top rails of windows by 2018 realized windows were rotting on the inside. It appears water is leaking in thru the check rail or stile. I have contacted Pella since 2018, 2019, 2020, 2022 about the problem and they seem to feel since the windows are over 20 years old this is normal and I just need to replace. Out of 20 windows in my home there are 10 windows that have rotted inside. Someone had come out and given an estimate of over $2500 however that did not include the 3 windows up in the attic. At that time the representative was going to work up a discount on the quote. Nothing happened here I am now still trying to remedy this and now they tell me they no longer make this window or parts so I just need to replace them at roughly $3000 a window. If my windows are rotting and they don't stand behind their product why would I want to pay that much per window which would be $30000 for such a poor quality product from a company with such poor customer service I would have to be crazy. It's one thing for a window to no longer be energy efficient it's another for a window to rot in the house. I just want them to make good on repairing my windows or they can even pay to have them replaced with windows from another company that are cheaper than theirs. I just don't see how this was anything I did to compromise them, they were a faulty product to begin with, how is it that half my windows have rotted and the other half have not. Bottom line homes older than mine with cheaper windows made of wood are not rotting and have not rotted, I paid for a quality product and got junk.
Business Response
Date: 10/03/2022
We have researched this issue and confirmed this is not a customer from our ************ (*******) sales office. This complaint is from *********, **. Our ******* sales branch was not involved in this transaction. This issue will need to be resolved with the Pella **************** in Pella, IA.

************************* Manager Pella Windows and Doors (PWD LLC) ************************************
Customer Answer
Date: 10/03/2022
[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:I spoke with ****** who was supposed to be a corporate service manager did not care that my windows are rotting on the inside out and blamed it on age of windows. I was not aware that windows had an expiration and that it is acceptable for aluminum clad windows to rot inside the house. She in turn sent me to a regional sales manager who did not have the ability to resolve my problem. I sent an email to ******************* who is supposed to be a Quality Tech and never received a response. No window should rot to resolve this problem Pella would need to either repair the windows, replace the windows or compensate me to purchase windows from another retailer which I am sure will not cost me $3000 a window which is what I was told it would be to replace with similar windows by Pella.

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Regards,

***************************
Business Response
Date: 10/19/2022
RE: *************************** BBB ID #********

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

Thank you for your recent letter. I am writing to follow up with the concerns ************ has presented regarding the warranty for her **** vintage ProLine Series double-hung.

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 her order and apologize for the frustration this has caused.

Products purchased before October **** carry the following warranty coverage: 1 year for defects in material and workmanship; 10-year warranty for premature failure of the glass seal; and labor charges are the responsibility of the customer. The warranty prior to October **** was not transferable.

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

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

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Customer Answer
Date: 10/20/2022

Complaint: 18153312

I am rejecting this response because:
Company such as Pella should stand behind their product regardless windows should not rot inside the home regardless of age. A company that thinks this is appropriate knows they are creating inferior products selling at a premium price with no regard to customer. This product failed through no fault of mine but fault of a company who produced a product that would not survive the test of time. Windows should never fail in this way. Hardi Plank has stood behind their product where the concrete siding was rotting on my home which again has been on the home over 15 yrs. This is an unacceptable attitude for a company this size to maintain and shows a serious lack of customer service and pride in their product SHAME ON YOU PELLA!!!
Sincerely,

***************************

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Pella Corporation is NOT a BBB Accredited Business.