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.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date: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.
Purchased 5 Pella slider windows from ****** on 12/23/21. They were ordered, waited approximately 8 weeks, the first of March 2022 for them to come in. Picked them up, installed them and saw that they had streaks in between the panes. There were no way for us to get them clean. Called Pella immediately and they scheduled a rep to come to inspect them on March 15, 2022. He said all 5 needed replaced, no problem he said. Well, we have been since March 15, 2022 trying to get Pella to do what the rep promised. He said new ones would be in but it would probably be 6-8 weeks again. We waited. After that period I called ****** to inquire, they said they couldn't help me, I'd have to call Pella. Got in touch with Pella, they said no one ever came to our house. After arguing with them for several minutes, they finally found their rep's report, but said he never ordered windows. I have several emails between me, Lowes, and Pella rep. I've called, been promised calls back, no one ever calls. Called and left messages with the **************** manager *******************, still no call back. At one point I have an email stating that new windows would be in on 9/1/22 with a service date of 9/14/22. I emailed rep on 9/14, still no one from Pella contacts me and still no replacement windows. I've waited all year to finish my sunroom, it's now almost winter and my room still cannot be finished until they replace the windows. I need help getting Pella to stand behind their warranty and their promise please!
Business Response
Date: 10/31/2022
RE:************************* BBB ID #********

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

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

Information in our Data Collection System shows that the service team has scheduled and confirmed service for November 9, 2022 to install the replacement sashes.

Should ****************** have any questions regarding her appointment, she is welcome to contact the local team by calling ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:10/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have purchased a total of three doors from Pella directly with their sales representative: a front door, exterior french doors, and a vinyl sliding door. We payed 13,712$ on 5/16/2022 for the front door and exterior french doors. We have since payed an additional 4,857$ on 5/31/2022 for **************. Totaling 18,569$ paid to this company for these 3 products. The exterior french door and front door were installed on 9/27. There were multiple major issues with the installation. The front door has a chip in the middle, has been wiped down by ************************ which has left permanent white marks covering the entire door and door jams. The door has been hung with 2 missing screws per hinge and directly onto manufacturer plastic. The screen is several inches too small leaving a large gap on the bottom, it does not close entirely either. The caulk applied to the exterior of the door was applied over debris (cement and wood chips) and immediately had large gaping holes and is overall unprofessionally applied. The french doors were specifically purchased to have a screen door, these were never installed. Our home siding was cracked and left with damage in multiple areas. There is a large hole in the aluminum on the exterior upper corner of the door allowing water to enter the door frame. The caulk applied exteriorly to this door was applied directly over debris and has left large holes and was smeared onto the siding in many areas.************** was scheduled to be installed on our main install day and was not. They rescheduled it for the following day, however given the quality of the workmanship it was agreed a different installer would be scheduled- this has not been done. *** made multiple calls and have been told repeatedly someone would return my call. There has been zero returned calls. 9/27 install 9/28 primary complaint made with the local pella branch, ******* 10/6 and 10/11 main Pella office called w/ complaint
Business Response
Date: 10/25/2022
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 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 has encountered with your order ********* and apologize for the frustration this has caused.

Upon receipt of your letter, I contacted the local management team. *******************************, the Customer Support Supervisor with ********************** Windows and Doors of Northern ********, is working with Mr. *************************** the Installation Manager in an effort to address the customers concerns.

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

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

Sincerely,

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

Customer Answer
Date: 10/26/2022

Complaint: 18208663

I am rejecting this response because: the response does not indicate a plan of correction for the issues discussed.

Sincerely,

*****************************
Business Response
Date: 11/21/2022
RE: ***************************** BBB Complaint #********

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 Customer Support Supervisor with ********************** Windows and Doors of Rockford, indicated that a subcontractor and install supervisor will be on site on December 15, ******************* ******** concerns.

Should she have any further questions regarding this matter, we encourage ****************** to continue working with the local store. They may be reached at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Customer Answer
Date: 11/29/2022

Complaint: 18208663

I am rejecting this response because:
Thank you for the update. I will be awaiting the upcoming install appointment and repair appointment that are required for the current issues.

Sincerely,

*****************************
Initial Complaint
Date:10/12/2022
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.
Last year in mid December, I contacted Pella for a replacement. The customer rep came in Jan 2022 and we aligned on approach. On 2/4/2022 I made a full payment for windows replacement. The *** was in October (10/18, I believe). A few days ago, I was contacted with an "ops, we can't get it done". The statement was along the lines that shipping date are subject to change at any time. While I understand supply chain issues, it is unacceptable for a business to not fulfill commitment made 10 months ago. They have my money and zero incentive to help. Does that mean that I will see my window in 10 years if I am lucky? It is unacceptable to take money, make a commitment and not meet it after 10 months.
Business Response
Date: 11/02/2022
RE:********************************* BBB Consumer Complaint #********

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

Thank you for your recent letter. I am writing to follow up with the concerns the customer has presented regarding the replacement sash for their Pella window.

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

Upon receipt of your letter, I contacted the local management team. ********************************* responded on their behalf. She provided that service has been scheduled and confirmed with the customer for November 15, 2022.

If you have 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 Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:10/11/2022
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.
My windows in *********** were leaking and Pella sold me $14,000 worth of windows and they are still leaking when it rains and the wind is blowing a certain way. The *** sent a construction company out to review and said the windows were not installed properly, I reached out to my sales person and he said management was going to call me to set up a time to come out and check and weeks have gone by and they refuse to contact me. The construction company said the repairs for the incorrect installation is $1500 - $2000. I want/need them to rectify this issue asap!!! If not, I will have the construction company repair and expect to be reimbursed.
Business Response
Date: 10/26/2022
Dear ********************:

Thank you for your recent letter. I am writing to follow up with the concerns ************ presented regarding the installation experience for your 250 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 you encountered with your order 724RHAMA1 and apologize for the frustration this has caused.

Upon receipt of your letter, I contacted the local management team. *******************************, the Customer Support Supervisor with ********************** Windows and Doors Northern Illinois, indicated that an appointment was scheduled with the customer for November 16, 2022.

Should ************ have any additional questions or concerns, the local service team may be reached at ************.

Thank you for providing us this opportunity to address this matter.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:10/10/2022
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.
I contracted with pella in late July of 2022. During the entire process I was told the job would be done in Nov of 2022 and I was told at signing that the deposit check it put down would not be cashed until the windows and a door I order where being built. What happened was pella cashed my check and then called about a week later and told me the job would not be done until mid march of 2023. It Doesn't take 8 months to build 5 windows and a door. I think they are having problems getting material for jobs and was told by pella that was part of it and that their crews where swamped. My question was if you can't do the jobs you have under contract why are you selling other jobs? Also before I signed the contact I ask the sales rep what pella would do if they had supply problems getting material. I was told they would refund my deposit. From what I have learned about pella since is this seems to be common practice to breach verbal contracts and push jobs out indefinitely. When I complained, their office was rather rude and I was told to talk with my sales rep only. So when I complained through the sales rep they offered a minor cost reduction on the job after they took my ***** deposit. I neither accepted or rejected their offer. Unfortunately for me when I contracted with pella I thought I would be dealing with a reputable company. This is not the case and to date they have proven so by their actions.
Business Response
Date: 10/11/2022
RE: *************************** BBB Consumer Complaint #********

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

Thank you for your recent letter. I am writing to follow up with the concerns *************************** presented regarding the extended lead time for their Pella Reserve Traditional 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 their order ********* and apologize for the frustration this has caused.

As the manufacturer, Pella Corporation provides our products to the independently owned and operated distributors. As an independent store, ******************************* is responsible for selling Pella products, maintaining their sales transactions, as well as, addressing lead time concerns. At the time the order was booked our published lead time for Pella Reserve Traditional double-hung was 27 weeks.

If you have any additional questions or concerns, the local sales team may be reached at ************.

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

Sincerely,

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

Customer Answer
Date: 10/11/2022

Complaint: 18186684

I am rejecting this response because: I was told by three different Pella employees that the job would be done in November of 2022. I signed the contract on 07/27/22. As I said they cashed My deposit check and then called and pushed the job out to March of 2023. From other complaints I have read this seems to be common practice. The response did not deal with the issue and the misleading statements made. The fact that they cashed my deposit check and then pushed the job out so far is blatantly unethical when taking the above into account.

Sincerely,

***************************
Business Response
Date: 10/13/2022
Dear ********************:

Thank you for your follow-up letter. I am writing again to follow up on the customers rejection of our previous letter regarding the extended lead times.

As we stated in our last response ******************************* is not owned by Pella Corporation. The disputes listed will need to be resolved with the company where the products were ordered.

Should **************** have any additional questions or concerns they should be directed to 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:10/10/2022
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.
I placed an order for a Pella patio door 10/15/2019 and the door was installed. The door developed rotting and I reported it in 01/2021. The replacement took place 08/19/2021. The patio door was installed and had a warped piece that was hammered on and cracked. The paint job on both the doors was abysmal and looks like it was done the day before installation very hastily and poorly. I dont think the paint was even dry properly as there wadpaint on the white trim from the doors. The paint is now peeling from the patio door. I was given an appointment for 11/03/2021 for repair of the door. Since then there have been door panel replacements done. I unfortunately got the paint color wrong on one of the panel replacements. I was told that a new door would be ordered due to the poor paint job and defective panel 05/04/2022. One of the panels has a poor seal around the grids and is leaking down the inside of the door. I have called Pella so many times and have been told that the door was on order but they didnt have a delivery date. I called again last month and they said they still saw it on order but again no delivery date. I called today and was told that the order had been closed. I talked to a supervisor named ******** who assured me she would look into the situation and call me back today which she did not do. I am at my **** end. The door cost me $6,930 and is still under warranty. I just want my money back at this point and I will get a different door. I am planning on seeking legal action if this cannot be resolved. I would so appreciate your assistance.Sincerely, *************************
Business Response
Date: 11/04/2022
See attached doc
Customer Answer
Date: 11/07/2022

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:10/06/2022
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.
all 8 windows in my home are pella from lowes. the glass failed on one pane window and when i tried to use the lifetime warranty on the glass ran into resistance from Pella. On a whim with no proof pella refused the promised warranty , i offered to pay for labor even yet pella wouldnt work with me based of inaccurate information.
Business Response
Date: 10/10/2022
RE:********************* BBB ID #********

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

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

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 his order and apologize for the frustration this has caused.

The glass warranty purchased with Mr. ******* product in **** states that the glass shall be free from premature failure for 20 years from the date of sale.I have attached a copy of this warranty for your convenience. That said, I have contacted the local service team and requested that they provide the replacement needed under warranty.

Should **************** have any additional questions regarding this matter, the local service center may be reached at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:10/03/2022
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.
The door in my kitchen has space between the floor and door bottom. Air, leaves and debris blows through. *** contacted the company and was supposed to hear back several days ago. Additional information - a Pella service representative fixed many windows. Pulled brush like weather stripping from door bottom and that exacerbated the problem *** tried to upload photos and the emails but was not successful Feel free to contact me so I can share this information with you
Business Response
Date: 10/14/2022
RE: ******************* BBB ID #********

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

Thank you for your recent letter. I am writing to follow up with the concerns ************ presented regarding the air infiltration for her Architect inswing french door with a low-profile sill.

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.

Upon receipt of your letter, I contacted the local management team. Mr. ******************** the Trade Sales Manager with Pella Window and Door of ************** indicated that it was determined that the air infiltration was due to an issue with the foundation, not the door. ************ also stated that the slab (foundation) is crowned under the sill so much so that the sill cannot sit flat. This causes a gap in areas between the sill and the bottom of the door panel.

We suggest that the customer hire a new contractor to pull the door out and grind the slab flat and then re-install the product.

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

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

Sincerely,

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

Customer Answer
Date: 10/14/2022

Complaint: 18156470

I am rejecting this response because:
There must be a way to adjust the door. In any event Pella sold the door to the contractor and NEVER indicated they wouldnt stand behind the product. Let them help me find a contractor with an easier so,union. The one ***** proposed is ridiculous

Sincerely,

*******************
Business Response
Date: 10/14/2022
Dear ********************:

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

Pella Corporations position remains the same as previously stated. The issue described is not with the door but with the condition of the opening in which the door was installed.

Should ************ have any further questions regarding this matter, she is welcome to contact the local Pella Window and Door store. They may be reached at ************ or toll-free at ************.

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
Date:09/20/2022
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.
Met with ***************************, Pella representative 8/24/2022 for some windows. ****** went over the different types of windows offered. Went around the home and visually inspected all windows. Told me that the windows were installed incorrectly and would start leaking because they weren't sealed correctly and needed to be replaced. So we went ahead and ordered windows for the entire home. During our conversation, he used the terms impact and hurricane windows as if they are one and the same. ****** then breaking them down as separately as impact, and hurricane and the difference between double pane. During our conversation, he made it as if double pane windows would not suffice to stand up in a hurricane and that we needed shutters. Which in our area (unincorporated) we do not. Furthermore, he stated that although he wasn't supposed to tell us, we had 30 days to cancel unless they went into production. When we tried to cancel and order only the ones we needed as most of our home is already double pane and been checked by a contractor to be installed correctly, he started using the term "booked" and said we wouldn't be able to change it. During our conversation he gave me the wrong information on the windows and window speeds, which my partner had to correct. He said the seals were broken and would leak after he visually inspected it, he is not a window inspector nor a contractor. He also said we needed shutters when we don't with double pane windows and we sent him the information. ****** sent me several different quotes for windows with several different prices and came up with one excuse or another with why they were different.After he was given the correct information and we spoke about these items we wanted to only replace the windows which weren't double pane, which were a few and the windows are now in production but wont be ready for 16 weeks.Pella should not be taking advantage of people let alone Veterans who served this way by egging them along
Business Response
Date: 09/22/2022
Dear ********************:

Thank you for your recent letter. I am writing to follow up with the concerns ********************** has presented regarding the sales experience for her 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 your client encountered with order 83322JSRHU 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 he had talked to the customer. I understand that ****************** and his team are working towards a resolution.

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

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

Sincerely,

*****************************
Customer ***************************** Specialist
Pella Corporation
Customer Answer
Date: 10/17/2022
After my initial complaint was filed, I was contacted by *************************** who attempted to assist me with amending my order. The process was moving along even until 10/2/2022 when I signed an updated contract for the change we wanted, which were 7 windows and 13 screens. At that time, I was satisfied with this resolution. On 10/4/2022 I received an email from ****************** advising that it was to late to cancel the original order and it could not be pulled from production. This is another bad business practice and scam tactic to stall and confuse customers. ****************** then passed my issue off to corporate. It is ridiculous that this company is still in business after treating customers like this. At this point, I sincerely do not trust this company and would like for my entire order to be canceled.
Business Response
Date: 10/17/2022
RE:******************************* BBB ID #********

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

Thank you for your follow-up letter. I am writing again to address the additional concerns ********************** has mentioned regarding her cancellation request.

Unfortunately, the original order that was booked on September 14, 2022 was already in production and could not be canceled. The cancellation policy is provided in the contract that was signed by the customer.

While we understand the customers frustrations, we consider this our final response to this matter.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:09/19/2022
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.
From reviews that I've read, I may be beating a dead horse with this review and request for a response from Pella.Our house is almost 50 years old and always had Pella windows. The windows that were in the house when we bought it were terrible. It took 2 people to close the windows, one outside and the other inside.When we decided to replace the windows we had no interest in Pella.Sadly no other manufacturer offered windows in the measurements we needed to fit our brick window openings and we went back to Pella for replacements 21 years ago.To say that service was terrible would be to infer that Pella offers service.Our bay window was delivered in the wrong size and it was a fight to get it corrected. They wanted me to have the brick opening modified to fit their mistake.When the correct bay window was delivered and installed we noticed that the heat in the summer was unbearable and the cold in the winter was unbearable when we sat in front of the window. Pella told me it was because there was to much humidity in the house. Yet, non of the other Pella windows had these problems.Low and behold 19 years and 6 months later, only 6 months before the warranty expired they finally replace the insulated glass unit because the original windows *** was defective from the git-go.So now, 9/16/22, I need to replace a sash that cracked from a rock chip.A month ago I spoke with ****** about a replacement sash and was quoted a price. Gasp, Gasp!!!!When I tried to order the sash, my request was sent to the ****************, ** office. In the twenty years, I've been dealing with, Pella, I've always been under impressed with the **************** location .Finally, that office texted me to say the sash is not available and I have to replace the complete window. Err!! They hid behind a text message instead of calling me with the bad news.Do you think they included the cost of a full replacement unit? NO NO NO.So, I made several calls and (1 of 2)
Business Response
Date: 10/04/2022
RE: BBB Guy Case Complaint #********

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

Thank you for your recent letter. We apologize for the delay in our response. I am writing to follow up with the concerns Mr. **** has presented regarding the service experience for his 2000/2001 vintage Proline Series casement sash.

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

I am actively working with the local management team to determine if we can provide the customer with a solution other than a full unit replacement.

If Mr. **** has any additional questions or concerns, the local service team may be reached at ************. They are in the best position to discuss any possible resolutions.

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

Sincerely,

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

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Business Response

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Business Response

Complaint statuses

Business Response

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Business Response

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Business Response

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Complaint statuses

Business Response

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Business Response

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Business Response

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Business Response

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Business Response

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