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:09/14/2022

  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.

  On June 28, 2022 we contacted Pella regarding window warranty issues. We have a deteriorating inside window sill and all the outdoor caulk around the windows is crumbling away leaving exposed openings around the windows where water can get in. Also, the inside caulk around the windows is turning a blackish color. We were immediately charged an $89 deductible warranty fee over the phone and given a July 22 service date. The work order given was 220628-001-645. On that date a Pella representative named **** took pictures of the damage and agreed that these were issues covered under our warranty. He said we would be contacted between **** business days to set up a date for repair work.Pella has never contacted us to repair the work even after we have called multiple times asking when they can come to fix the issues. It is now 9/14/22 and getting later in the year when the weather is getting colder and there is a big concern that there will be water damage issues inside our walls if this is not fixed soon.They are very nice when we speak to them over the phone but they never get back to us with a repair date.Three months have gone by already and we want the warranty honored and this repair work done as soon as possible.

  Business Response

  Date: 09/16/2022

  RE: ********************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns ********************** has presented regarding the service 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 order and apologize for the frustration this has caused.
   
  Upon receipt of your letter, I contacted the local management team. ***************************, the Customer Support Supervisor for ********************** Windows and Doors Northern ********, indicated that his team was actively attempting to schedule an appointment to complete repairs. I understand however, the times they tried to call, the customer line continued to ring with no option to leave a voice message. 
  
  We encourage ********************** to contact the local service team to schedule a service appointment. They may be reached at ************. 
  
  Thank you for providing us this opportunity to look into this matter. 
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18023877
  
  I am rejecting this response because:
  The phone number that was provided to contact *************************** is not a working phone number.  There is only a beeping noise when dialed.  I find it hard to believe that Pella is actively attempting to schedule an appointment since there is someone home at all times and there is a working answering machine.  The phone number they should be calling is ************ or ************.

  All I request is a service date that this repair work will be completed on.  

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

  Business Response

  Date: 09/20/2022

  RE: ********************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your follow up email. I am writing again to address ************************ additional concerns. 
  
  I apologize we included the incorrect number for the local team, there was a typo in the phone number. The correct number is ************.
  
  I contacted the local management team. *******************************, the Customer Support Supervisor for ********************** Windows and Doors Northern ********, indicated that his team was actively attempting to schedule an appointment to complete repairs however the times they called the line continues to ring with no option to leave a voice message. We do have both of the phone numbers ********************** provided.
  
  We suggest that the customer contact the local team at ************ for further assistance.
  
  Thank you for reviewing this information.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  Date:09/07/2022

  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 was charged a service fee of $195 plus tax ($211 total) to make repairs of my basement window (Event #******-00604) . After the 3rd visit where the wrong parts were sent with/brought by the technicians, I requested a return of my service fee on 3/18/22 due to the fact that I had to take all these days of work unpaid with no proper repairs made. A refund was approved on 4/4/22. I followed up on refund status 4/24 with no reply. On 5/5 the techs came again with wrong parts, I emailed cust svc to notify them that I now had taken off 4 days work without pay without proper repairs and could they follow up on my refund. They replied 5/9 to confirm manager put in for refund and was approved. 6/14 I reached out again and received a reply 6/23 that she could see it was approved in April and would follow up with credit ***** On 7/1 the window was properly repaired. 7/18 I followed up on refund via email but received no response. On 8/8 I followed up again via email and specifically requested the proper person contact me via phone to resolve this quicker and more efficiently. No call was ever received and they replied on 8/21 (incident # ******-001732) confirming approval of refund and will send note to accounting ***** As of this date, 9/6/22 there has been no further word, and no check has arrived at my home.

  Business Response

  Date: 09/09/2022

  RE: ******************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns ********************** presented regarding the refund for the service fee.
  
  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 order and apologize for the frustration this has caused.
  
  Upon receipt of your letter, I contacted the local service department. ******************************* indicated that a check was reissued. She stated that she informed the customer that he should receive the check within 10 days.
  
  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: 09/19/2022

   
  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.
  

  check was received today
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service 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 ordered Pella custom windows through Builder's Source of ******, ** for our new home construction the third week of November, 2021. At that point we had a foundation and were beginning framing. We were forewarned that custom window manufacturing was taking an extreme amount of time and we ordered early. The manufacturer estimated ***** weeks at that point (putting us sometime in March). We did not finish framing and ask for delivery until early April. At that point, *******'s Source told us they 'couldn't find' the windows. They thought they were attached to another home shipment but were unsure. At the end of April, we were told that Pella had made an error and to expect delivery of the windows by early June (7 months after we'd order them). At that point, subcontractors were backing up because we could not get interior stuff done without window installation. In early June, I received an email from ***********************************, SE Sales Rep to say they 'apologized' but windows would be delivered on July 7th. No excuses but perhaps give me $1500 off. A partial shipment of windows did not arrive until July 23rd! The remaining, less one, arrived 10 days later and were installed. We are still waiting on the large, main dining room window that they say was damaged at factory and they can't find parts to build a new one. Our entire interior finishes are delayed because we have an open hole in the front of the house. Pella continues to say they are "sending this up the chain of command," 'apologize for the delay' but no relief is in site. On October 1st, my rollover loan deadline will pass and I will have to pay additional thousands in interest because Pella Windows did not deliver on their estimate or anywhere close to it.

  Business Response

  Date: 08/31/2022

  RE:******************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns ************** has presented regarding the manufacturing delays 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 you encountered with your order ******** and apologize for the frustration this has caused.
  
  Upon receipt of your letter, I contacted ***************************************, the Pella Corporation Pro Dealer Representative, that works directly with ********************* out of ******, **. ************************ provided details of the effort made to improve the ship date of the order placed in December 2021. It would appear that the order has shipped with the exception of line 004.  I understand that one unit,that was part of this combination, was damaged and needed to be reordered. We regret the delay.
  
  If ************** has any additional questions or concerns, Builders First Source is in the best position to address this. I have included their contact information below.
  ******************************************************************
  ************
  
  Thank you for providing ** this opportunity to look into this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17789038
  
  I am rejecting this response because: It doesn't resolve the issue of their delay, the costs to my construction due to subcontractor delays waiting on windows, nor does it address the 'damaged' window that supposedly was damaged in their factory. Other than an apology for the delay, this is a 'no response.'  Unacceptable.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/06/2022

  RE: ******************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your follow-up email. I am writing again to follow up with Mr. ****** rejection of our previous letter.
  
  While we understand the frustration with the manufacturing delays, I understand that this order has shipped with the exception of line 004 which was reordered. We are working to get this line completed. 
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated retailers.  We support our products through the written warranty that we provide with our products. The sale of Pella products in your area is provided by Builders First Source. This location is responsible for addressing all customer sales and delivery concerns, including compensation.
  
  We suggest that ************** contact his point of purchase to discuss these remaining concerns. I have included their contact information below. 
  Builders First Source
  101 ***********
  ******, **  29672
  ************
  
  Thank you for reviewing this information.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation

• Initial Complaint

  Date:08/24/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are building a home, ordered a Pella window and door package in January 2022. We waited the 14/16 weeks and received only some of the windows. Were told the doors and 2 windows were on back order. We finally received the front door and missing windows but not the patio door. We had a couple of windows damaged, had to order parts to fix those windows. The front door is inoperable, does not open. We to this date have gotten the run around on status of the parts to fix the windows, getting the front door fixed and our patio door delivered. All we get if we can even get an answer is it is two weeks out. They are now delaying the completion of our home. This is beyond bad customer service. You cannot call as no one answers, you cannot visit the local office as no one is ever there. All we want are the products we ordered 8 months ago and for them to be operable.

  Business Response

  Date: 08/26/2022

  RE: ********************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns the customer has presented. 
  
  In order to assist **************** further, we request that ********** the order number as well as the name of the point of purchase. Once we have this information, we would be happy to look into this matter.
  
  Thank you for reviewing this information.
   
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation

• Initial Complaint

  Date:08/16/2022

  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 a Pella sliding door that was looked at by an engineer, the door is not out of alignment, the house has not shifted (we have a report that shows it's level and true, however, the door is bowed, not the frame. The door is bowed causing friction to the sides of the frame and door (nothing to do with roller adjustments). I contacted the local dealer who sold us the door and he was very rude and wanted to charge $150 for an inspection. However, I should not be charged $150 to determine that this door needs to be warrantied and repaired. I have reviewed other BBB complaints against Pella and it appears that Pella repeatedly puts problems off on the local owned store (which was very rude) and does not resolve customer complaints satisfactory. Further, the agent was rude and I do not want to deal with him any longer (his temper showed and I don't feel safe with his company in my home).

  Business Response

  Date: 08/22/2022

  RE: Braxton Jumper BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns **************** has presented regarding the difficulties that he has experienced with 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 struggles that the customer encountered with the order and apologize for the frustration this has caused.
   
  Products purchased between October **** and February 9, 2017, carry the following warranty coverage: ********************** material and workmanship; 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.  When the product is no longer covered by the terms of the warranty, all replacement parts and service fees are the responsibility of the customer. 
  
  If **************** has any additional questions or concerns, the local service team may be reached at ************. 
   
  Thank you for providing us this opportunity to review this matter.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17722754
  
  I am rejecting this response because: This is a ***** Deceptive Trade Act Violation; I was told it had a lifetime warranty by the seller when I purchased this door, now Pella is going back and saying that the seller (a representative of Pella) was lying and deceived me into purchasing the ****************************,
  
  Braxton Jumper

  Business Response

  Date: 08/25/2022

  RE: Braxton Jumper BBB ID #********
  
  Dear ********************:
  
  Thank you for your follow-up email. I am writing again to follow up with ****************** response to our previous correspondence.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. We support our products through the written warranty that we provide with our products. The sale and service for Pella products in your area is provided by Pella of ******. This location is responsible for addressing all sales and warranty-related concerns for their customers. 
  
  We suggest that the customer work with the local distributor regarding any dispute over the purchase of the product.
  
  Pella of ****** can be reached at ************.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  Date:08/15/2022

  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.

  No response from Pella despite attempts to contact (individual requests) to Pella Senior Leadership: *******************, **********************************, *******************, *********************** and ***************************** from 8-9 thru 8-1****.3-14-22 We met with a Pella salesperson and placed our order for a new front door. (Quote ******* / Order Number 768 / Customer Number ********** / Customer Account ****************** Order not submitted. Email from Pella salesperson they had two errors in the order regarding the brick mold and the frame cladding. The Salesperson message came through to me and errors, and I had to override it, not a good idea. This was a concern as the door had not been ordered. We were asked to visit the ******************* location.3-2**** We traveled from ********* ** to ************ ** to review and resign the agreement due to errors previously ****************** We received email from Pella Project Coordinator the door scheduled for delivery early July.6-16-22 We sent request for status. No Response from Pella.6-28-22 We received message from Pella Project Coordinator the door has been rescheduled from early July to mid-August.7-**** We sent message to Pella Project Coordinator. No response from Pella.7-25-22 We choose Pella for the national reputation and quality products. However, we did not experience the Pella promise to make our experience easy during this process. We experienced continued delays, lack of communication and less than desired customer service performance and submitted our cancellation.8-12-22 In good faith, we placed an order with Pella and our expectations of superior service, delivery and installation of a beautiful door for our home never came to fruition. We received nothing but a sales job and empty promises. Pella has not responded to our request for refund deposit based on the above.

  Business Response

  Date: 08/26/2022

  RE: ***************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns ****************** has presented regarding the sales experience for his Provia entry door.
   
  We regret to learn of the difficulties ****************** encountered with order ********** and apologize for the frustration this has caused.
   
  Pella Window and ******** of Tennessee is independently owned and operated. This location is responsible for addressing all sales-related concerns for their customers. While we understand the concerns the local sales team is in the best position to assist the customer with their refund request.
  
  We encourage ****************** to continue to work with the local sale team. They may be reached at ************.
   
  Thank you for providing us this opportunity to look into this matter.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer Answer

  Date: 08/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint 17707771.  Interesting that my first contact with Pella on 11 Aug did not point me in the right direction.

  This also is concerning as well because you think you are dealing with a nationally-owned company and reputation that was not disclosed by the salesperson, only to find out I have to deal with a locally-owned company.  

  I have sent this response and my request to the Owner, GM and ************** of Pella in TN. 

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

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Pella 4 windows through Lowesabout a year ago. The windows though beautiful are very drafty in the winter and on the night of May 11th there was a storm in my area. There was massive water infiltration through the Pella picture window into my family room downstairs as a result. Since I was still under warranty I filed a claim on May 12th. A company dispatch was sent to inspect ****************** on June 16th. I have called several times since about the status of the claim and each time I am told 'someone will call me back'. No-one ever does.I would please like the BBB's help in finding out what Pella is doing about the defective picture window downstairs and the 3 other drafty windows.

  Business Response

  Date: 08/29/2022

  RE: ******************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns ************ has presented regarding the air and water infiltration for their Impervia Series 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 you encountered with your order ********* and apologize for the frustration this has caused.
   
  Upon receipt of your letter, I contacted the local management team. I have asked that they address the customers concerns and report back with recovery steps. 
  
  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
  
  

  Customer Answer

  Date: 08/30/2022

   
  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,
  
  *******************

  Customer Answer

  Date: 08/31/2022

  This is with regards to complaint number ******** I did not fully understand the merchant's comments about recovery steps as the solution to my water and air filtration issues. I tried to call the local number in the merchant response *************) and can't get to talk to a live person about this issue. Can the BBB reopen this case and get the vendor to explain what is meant by recovery? The windows are defective and need to be replaced or fixed so I am not sure I understand what it means to recover the windows. Would I be left with gaping holes in the places where the windows once were for the winter? I would please like help getting explicit detail on what Pella will do to correct the defective windows please. I hadn't realized that if I accepted the merchant's respone the file will be closed. I would like to reject and keep the file open until appropriate resolution. I think this is reasonable.

  Business Response

  Date: 09/06/2022

  RE:******************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your follow up email. I am writing again to address ************** response to our initial letter.
  
  I understand that a Service Technician from Pella Northland visited the job site on June 16, 2022.  They found that this is an installation issue that needs to be corrected by Lowes.
  
  Pella Corporation does not coordinate installation services or provide warranty coverage for the installation of product. Since this service was provided by the local Lowes store, we recommend contacting the store where ************** product was purchased for assistance.
  
  I have included their contact information below.
  *********************************
  1795 ****************************.
  *****************, ** 55118
  ************
  
  Thank you for reviewing this information.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation
  
  

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17705309
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17705309
  
  I am rejecting this response because:

  The Windows are falling apart already. Where is the proof that this was a bad installation? 
  

  The Technician just eyeballed the window and left after 5 minutes. This only came up as a "poor installation" problem when I filed this complaint with the bbb. Why did they not inform me of this after June 16th? I think Pella is trying to get out of the warranty obligations. The water infiltration is damaging my wood floors. Who is going to pay for that?

   I have 4 windows that have air infiltration plus one that is seriously leaking water in addition. 

  Pella has an obligation to honor the warranty on the windows.

  Thank you.

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

  Business Response

  Date: 09/08/2022

  RE: ******************* BBB ID #********
  
  Dear ********************:
  
  Thank you for supplying the additional response from Ms. **** regarding her installation experience. 
  
  As we explained previously, Pella Corporation does not coordinate installation services or provide warranty coverage for the installation of product. Since this service was provided by the local Lowes store, we recommend contacting the store where ************** product was purchased for assistance.
  
  Additionally, we have also reached out to the Lowes Installation Team to let them know that they need to work through this with the customer.
  
  Should ************ have any additional questions or concerns W. St. ******************* may be reached at ************. 
  
  Thank your for taking the time to review this additional information.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  Date:08/09/2022

  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.

  June 22 2022 I had 2 Pella windows installed, I left up the blinds for I could not take them off myself and they were not in way of the install. The installer ***** took the blinds down and then when he want done, he didnt want to put them back. So I called my salesman ***********************, and he told him to put them up and he would get paid by Pella. ***** put them up but put a hole in the wall above the bedroom window and long crack across the window. I want Pella to fix damage, I talked to *********************** and *********************** of Pella, they sent my information to department that could help me. I havent gotten any response from them at all and it has been almost 2 months. I just want to get it repaired

  Business Response

  Date: 08/17/2022

  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 250 Series 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 receipt of your letter, I contacted the local management team. *************************************, the Installation Supervisor for Pella Windows and Doors of *********************, **, informed me that he had conversed with ***************, and she was going to provide photos of what needed to be repaired. I understand that once a resolution is determined, an appointment for repair will be scheduled. 
  
  If ************** has any additional questions or concerns, the local sales team may be reached at ************. 
   
  Thank you for providing us this opportunity to address your concerns.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  

  Customer Answer

  Date: 09/12/2022

  Wall repair completed, I am very pleased, thank you for your help. It wouldnt have got done without you

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I havent received a refund for a window order that was misquoted and never delivered or installed for which I paid a $800+ deposit. The deposit was based on an initial quote. However when Pella Windows and its distributor came to take measurements the quote basically doubled and I cancelled and never got a refund of $800+ despite repeated efforts. On or about March 23, 2022 I ordered a window from Pella Windows and its distributor, Pella Windows and Doors *******. On or or about March 31 *************************************************************** the amount of ****** CAD. Later Pella came to take measurements. I was then told by the new sales person, that the old guy, ***********************, hadnt for a realistic initial quote based on the actual site of the installation despite having pictures of the site and opportunity to see it before quoting the project. I was then given a new quote for the same window but with a price that was close to $1200 more. I decided to cancel the project as a result and emailed the distributor accordingly on about June 3 2022. The new salesperson **** Carvery confirmed receipt of my email and told me he would let the office know. After several weeks I followed up with **** Carvery, who was pleasant at first but the was unresponsive. I called the Pella Windows and Doors of ******* office a few weeks later and they indicated they would email their sales staff and ensure the refund was processed. Hearing nothing, I emailed Pella support and was told they werent able to help. I emailed **** on July 10 2022. No reply. I texted **** at ************. No reply. I called **** again about a week later. Finally, he called me back to say the refund would be processed shortly and he would have it expedited. HOWEVER, still no refund was made. I emailed Pella Support and **** Carvery again on August 2 and have not heard back, as of the time of filing of this complaint

  Business Response

  Date: 08/11/2022

  Tell us why here...RE: ************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to address Mr. ********* concern regarding a refund of the deposit for his canceled order.
  
  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 had with his order and apologize for the frustration this has caused.
   
  Upon receipt of your letter, I contacted the local management team. ***************************, the General Manager of Pella Windows and Doors of Ontario, indicated that the refund was processed on August 3, 2022.  I understand that the credit was applied to the original credit card ******************** provided for the deposit. 
  
  Thank you for providing us this opportunity to look into this matter.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  Date:08/08/2022

  Type:Order 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 July 27, 2020, I entered into a contract with Pella Window and Door Showroom of ********, *********************************************************************. I purchased a: ******************************* WITH DAHLIA **************** **************, FRAME KENSINGTON DECORATIVE GLASS WITH BLACK CAMING, CAMELOT EXTERIOR HANDLE IN SATIN NICKEL FINISH AVANTI INTERIOR HANDLE IN SATIN NICKEL FINISH Installation occurred September 21st. Similar to most of the complaints Ive read about Pella, my problems began with the service after the sale. Mine started with the wrong parts being installed. Although I ordered handles with a satin nickel finish, brass was installed. After numerous calls and broken promises, they were finally replaced with the correct one on November 23rd. On November 27th, they returned to do a second coat of paint inside the frame and finished a touch-up on December 16th.My issue now is with one of my sidelights. As shown in the attached picture, the caulking on the left sidelight has cracked, leaving a gaping hole. The product is still under warranty, so I called the service department (it was either July 25th or 26th) and spoke with *****, one of the customer service ********** attempted to transfer me to the service ***** but there was no answer. She took a message and said I would hear from them in 3-5 days. After no call, I called again and spoke with ****** on 8/2. I repeated my request and again she tried to transfer me to the service ***** to no avail. She gave me an event number of 220726-002254 and said someone should call me later today. After no call, I called again on 8/3 and spoke with *******. Again, after an attempt to transfer me to no avail, she took a message and said I should hear from them within 5 8 days. It had been 9 days since my initial call, so I asked if she could transfer me to supervisor or manager. She could not.Pella was great with the sale, but its the service after the sale upon which they fail miserably.

  Business Response

  Date: 08/19/2022

  Mr. Huizienga,

  Thank you for your email.

  Our specialist team is still looking into the customer concern. I understand that they are gathering information from the local team that the customer worked with.

  We appreciate your continued patience while we investigate this matter.

  Sincerely,
  
  *****
  Communications Associate
  Pella Corporation
  
  

  Business Response

  Date: 08/22/2022

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

   

  It has come to my attention that once a response has been entered into the customer complaint, there is no way to submit another response. I will note that no response should be entered until we have completed the review of the customer's concerns. 

   

  I have attached the response to Mr. ******************** regarding his concerns on Complaint ID: ********. Please share this letter with the customer. 

  
  Sincerely,
  
  *****
  Communications Associate
  Pella Corporation

  Customer Answer

  Date: 08/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Since my initial complaint, I attempted to contact Pella once again.  This time the customer service representative indicated that Pella attempted to email me twice concerning my contact.  I advised her that I had not received any communications.  Nevertheless, her records indicated that a service call has been scheduled for October 12th to evaluate my service needs of applying a foot and one/half caulking on one of the side light .  She could not explain why the appointment was so far out.  She asked for my email address so she could mail me a confirmation, as one was not in her records.  Informed her that I had provided it twice during my prior calls; but  asked how could Pella have sent me the responses she referenced, if my email address wasn't on file.  She had no answer. 

  Regarding this matter, I will not know if it's resolved until October 12th.  Thanks.
  Sincerely,
  
  *******************