Complaints

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

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Pella Corporation has 24 locations, listed below.

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• 

  Pella Corporation

  102 Main Street Pella, IA 50219-2198

• 

  Pella Window Store

  Decatur, IL 62526

  
• 

  Pella Corporation

  4009 Avenue A Lubbock, TX 79404

• 

  Pella Windows & Doors

  PO Box 8939 Jackson, WY 83002

• 

  Pella Corporation

  18600 NE Wilkes Rd Portland, OR 97230

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

• Initial Complaint

  Date:07/25/2022

  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.

  Built a new house in mountains of ********** in ****. All windows used in house were Pella brand. There was a wildfire forest fire on May 1st of this year, 2022.Nine of the windows must be removed and replaced.I have not been able to reach anyone from Pella by phone to discuss inspection. All contact with them has been through email. The first person I contacted by email advised it would take two months before a Pella rep would be able to inspect.The last email was from a Pella local rep who advised all technicians were gone and that a new appointment would have to wait until September.Needless to say, I am looking toward contacting another wood window maker to replace the Pella models. The windows must be replaced before any siding replacement can be started.

  Business Response

  Date: 07/29/2022

  RE: ********************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns **************** has presented regarding his sales experience. 
   
  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 and apologize for the frustration this has caused.
   
  I contacted the local management team. ***********************, President of Pella Windows and Doors SW indicated that he will have a trade representative call on the potential customer.
   
  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: 07/29/2022

   
  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:07/20/2022

  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.

  In May 2021, I purchased a full set of Pella windows through a third party. They were installed, however one window, the picture window, continues to rattle every time a door is shut or the wind blows. I contacted the company, who assigned a Pella represented company to reinstall the glass. This company came back to my house no less than 3 times over a span of 7 months. Each time, the new piece of glass still rattled, so the company did not install the new piece and lead to the same issue. That company worked with Pella to have them make the glass with more bumpers. Pella refused. After 11 months, the situation moved to a Pella rep. I worked with this rep for a resolution. Today, 7/19/2002, over 14 months later, I was advised that I could A: accept a refund of the price of the window and keep what I have or B: have a normal window put in its place but Pella would not pay the installation fee. This window was made by Pella. It is defective. I have been strung along for over a year with a rattling window. I feel that some action should be taken by Pella to stand by their product. Preferably, one that does not take another **** months. My choices are to accept a "free" window that rattles or pay for another installation when the product was not as stated from the beginning. Thank you,*************************** ******************************************************************* PS I did not include the names of the other companies as they were forthright in their dealings, always running into the barriers with Pella. To put them in the complaint is directing the situation at the wrong parties. However, if needed, I can provide for informational purposes.

  Business Response

  Date: 07/21/2022

  
  RE: *************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns **************** has presented regarding the grille rattle on his 250 Series fixed frame window.
   
  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.
   
  While I understand your clients frustration, it is not uncommon for some units to experience grille rattle.  I would like to share a couple factors which may cause grilles-between-the-glass to rattle.  The installation, size of unit, the grille style, and placement of the product in structure can all be the root cause for the rattle.  As these are environmental factors, Pella Corporation does not, nor have we ever, considered grille rattle to be a product concern nor a warranty issue. 
  
  Cardinal Glass, our third-party glass supplier, explains the use of bumpers on technical service bulletin which can be seen at IG17_12-2020.pdf (cardinalcorp.com).
  
  If you have any additional questions or concerns, we recommend you reach out to your local Lowes store. I have included their contact information below.
  
  ********** Lowes #****
  *************** 334
  **********, ** 46077
  *************
   
  Thank you for providing us this opportunity to look into this matter.
  
  Sincerely,
   
  *****************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17589451
  
  I am rejecting this response because:

  When the issued occurred, I contacted ******. They then sent me to the other third party, ****************************. ****** is the third party that would not install the replacement glass, 3-4 different times. When they opened the crate with the glass, it was rattling already. Not once, but every time. 

  If the glass is made through another company used by Pella, then Pella should stand by that product. Installation is not the factor. I personally heard and saw the new glass rattling upon delivery. It was made this way, which puts it in Pella's scope. 

  Sincerely,
  

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

  Business Response

  Date: 08/02/2022

  RE:*************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns **************** has presented regarding the grille rattle on his 250 Series fixed frame window.
  
  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.
  
  While I understand your clients frustration, it is not uncommon for some units to experience grille rattle.  I would like to share a couple factors which may cause grilles-between-the-glass to rattle. The installation, size of unit, the grille style, and placement of the product in structure can all be the root cause for the rattle.  As these are environmental factors, Pella Corporation does not nor ever has considered grille rattle to be a product concern or a warranty issue. 
  
  Cardinal Glass, our third-party glass supplier, explains the use of bumpers on technical service bulletin which can be seen at IG17_12-2020.pdf (cardinalcorp.com).
  
  If you have any additional questions or concerns, we recommend you reach out to your local Lowes store. I have included their contact information below.
  
  ********** Lowes #****
  *************** 334
  **********, ** 46077
  *************
  
  Thank you for providing us this opportunity to look into this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Business Response

  Date: 08/03/2022

  RE: *************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent letter. I am writing to follow up with the concerns **************** has presented regarding the grille rattle on his 250 Series fixed frame window.
  
  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.
  
  While I understand your clients frustration, it is not uncommon for some units to experience grille rattle.  I would like to share a couple factors which may cause grilles-between-the-glass to rattle.  The installation, size of unit, the grille style, and placement of the product in structure can all be the root cause for the rattle.  As these are environmental factors, Pella Corporation does not nor ever has considered grille rattle to be a product concern or a warranty issue. 
  
  Cardinal Glass, our third-party glass supplier, explains the use of bumpers on technical service bulletin which can be seen at IG17_12-2020.pdf (cardinalcorp.com).
  
  If you have any additional questions or concerns, we recommend you reach out to your local Lowes store. I have included their contact information below.
  
  ********** Lowes #****
  *************** 334
  **********, ** 46077
  *************
  
  Thank you for providing us this opportunity to look into this matter.
  
  Sincerely,
  
  *****************************
  Customer Experience
  Case Management Specialist
  Pella Corporation