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:03/07/2024

  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.

  Contracted with Pella ******* March 2022 to replace windows and doors in our home. Job completed March 2024. Has been a long process including numerous emails, phone calls and service appointments, all of these instigated by the homeowner in order be done with this nightmare. Pella has not taken any initiative in order to resolve disputes. We consider ourselves lucky when we talk with someone. So we are left with taking our complaints to social media and the BBB. Shameful way to conduct a business. All we desire is a financially fair resolution as we do not believe, in any way, shape or form that we should have to pay for various items which Pella damaged and/or neglected to install. We repaired these items with our own time, money and aggravation. This whole ordeal is way beyond what anybody would consider completed in a timely manner.I am somewhat surprised Pella is still in business considering the actions of their ******* office.

  Business Response

  Date: 03/12/2024

  March 12, 2024
  
  *************************
  Better Business Bureau
  *******************************************************************
  
  RE: ID # ******** *********************
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that *********** has presented regarding her outstanding need for assistance.
  
  Pella Corporation and PWD-*******, LLC continually strive to provide superior customer service. We greatly regret that Ms. ***** sales experience has fallen short of her expectations, and we sincerely apologize for the inconvenience this has caused. 
  
  The warranty for the customers vinyl Pella products provides the original purchaser of the product with coverage for 20 years on IG seal failure, 5 years for glass with between-the-glass blinds, limited lifetime on the remaining components, and labor for the first two years from the date of sale. 
  
  Upon receipt of your email, I contacted the local Pella distributor, PWD-*******, LLC. *********************************, the Customer Support Supervisor, informed me that they had a Certificate of Completion form from their most recent visit on February 6th, reflecting that this project was complete. They were unaware of any outstanding needs for service.
  
  The local distributor has since contacted the customer as of March 7th, 2024, and is working to schedule a site visit to review any outstanding concerns, and/or discuss their billing adjustment request. The sale and service for Pella products in the customers area is provided by PWD-*******,LLC. This location is responsible for addressing all sales, service concerns generated by their team, and/or warranty-related concerns for their customers.As such, requests for monetary compensation or sales discounts must be presented for review to PWD-*******, LLC, as they are the business that made the sale. We recommend that the customer continue to work with them toward an amicable resolution, as they are in the best position to assist.
  
  If the customer has any additional questions or concerns, the local sales team may be reached at ************.
  
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21398291
  
  I am rejecting this response because:  During the past 2 years little has been accomplished by communicating with the ******* Office of Pella.  We request the Regional Rep and/or the Pella main office attempt to assist with the task of recompense in the amount of $10,000.00.  
  

  In the replies Pella ******* has sent they have mentioned a finished job and warranty issues.  Neither of these are the issues at hand.

  The Issue at hand is the reminder of the balance owed to Pella *******.  Please confine communication to this issue.  
  

  The following are the amounts Pella ******* has requested we pay.  Neither of these amounts reflect the missing items, repairs completed by homeowner, work which should have been finished by Pella which were done by homeowner nor the aggravation and worryingly frequent phone calls and e-mails sent to Pella ******* in order to complete this nightmare of an installation.  Please deduct $10,000.00 from the below invoices so we may call this to an end.

  Contract # *****tejpa - $12,630.63

  Conract #***temsy - $5,438.63

  P.S. *********************** has not been heard from or seen since she sold us the windows and doors.  Just an FYI for your files.

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

  Business Response

  Date: 03/19/2024

  RE: ID # ******** *********************
  
  Dear ********************:
  
  Thank you for sharing the customers response with us.
  
  The sale and service for Pella products in Ms. ***** area is provided by Pella Windows and Doors of *******. This location is responsible for addressing all sales, service concerns generated by their team, and/or warranty-related concerns for their customers. Pella Corporation is not a party to Ms. ***** purchase contract with the local Pella Window and Door distributor, so we are unable to provide assistance or direction in the matter of seeking monetary credits, reimbursements, or billing adjustments for her experiences. ************ will need to work directly with her point of purchase,Pella Windows and Doors of ******* to discuss reaching an amicable resolution in this matter.
  
  Respectfully, this is Pella Corporation's final response to this specific customer complaint, as **********************'s position remains unchanged from the response previously provided on March 12th, 2024.
  
  For further assistance, we encourage ************ to continue communication with Pella Windows and Doors of ******* as they are in the best position to address her concerns. They can be reached at **************.
  
  We appreciate the opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:02/16/2024

  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.

  Reference # ******-003371 We have been trying to get your company to get ** the proper size screen patio door. We had the door installed in 2022/23 while building our house. While doing the walk thru in March 2023 we noticed that the screen door still was not shutting. There have been several service people out to try and adjust it but it didn't work. So, October 2023 they came and removed it saying that they would correct it and have it back shortly. It has been 4 months and when I call all I get is we are still waiting for it to be fixed. We want this corrected and a new screen door installed as promised.

  Business Response

  Date: 02/16/2024

  RE: ID # ******** ***************************
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up with the concerns presented regarding Ms. ******* outstanding need for screens.
  
  The warranty for vinyl Pella products provides the original purchaser of the product with coverage for 20 years on IG seal-failure, 5 years for glass with between-the-glass blinds, limited lifetime on the remaining components, and labor for the first two-years from the date of sale.
  
  I contacted the local management team. *******************************, the Service Manager with Pella Windows & Doors of ********, **, advised that the screen in question must be custom cut down to size. She also advised that it is currently in their shop being altered. It is anticipated that it will be finished within the next week. Once the screen is finished being altered, the service team will contact **************** to schedule the replacement appointment for their earliest available date.
  
  Should **************** have any further questions or concerns, we encourage her to continue communications with the local service team as they are in the best position to assist her. They can be reached directly by calling **************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

• Initial Complaint

  Date:02/15/2024

  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 02/24/2021 we ordered Pella windows for our house. From the start we have issues with 2 of our bedroom windows having wind whistle through them, especially during the night when we are sleeping. This wakes me up, of course.During the warranty period we contacted you, and a repair person was sent out to look at the windows. Having found nothing, he told us that perhaps it was the screens. This was absurd. But we removed the screens and the problem persisted. You should find this visit in your records.Upon further investigation I discovered the problem is a manufacturing one. As you can see, in 2 of our bedroom windows the right felt insulation was not properly aligned. It's rough and not smooth. I would venture to say that at your manufacturing facility you will find that at some point during the **** year, one of your quality control personnel found this to be true and, hopefully it was corrected.This has taken a couple of years to detect because the wind speed and direction from the ** has to occur to make the sound noticeable.Please see the attached photos. I have included pictures of today's weather, 2 windows and their defect, and a copy of the order.The windows in question are 33" X 38 1/2" Pella 250 vinyl white DBL hung. $328.29 ea.SO # ******** through *********************, **************************************************** Thank you.*************************, ****************************************************************** ************

  Business Response

  Date: 02/16/2024

  February 16, 2024
  
  *************************
  Better Business Bureau
  *******************************************************************
  
  RE: ID # ******** *************************
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ******************** has presented regarding his Pella 250 Series windows.
  
  Pella Corporation manufactures Pella products and provides them to privately owned distributors such as Builders First Source, from whom ******************* purchased his Pella 250 Series product. While Windows by Pella ****,located in ********, **, did not sell this product, their team is responsible for providing service for his area, including product sold by Builders First Source.
  
  The local service team indicated that they did not state that the two windows were defective and would be replaced. However, they attempted to schedule a diagnostic service visit for their technician to identify a root source for the product concern. I understand that the customer did not agree to pay the applicable fee for the service trip. 
  
  Pella Corporation supports the products we manufacture with a written warranty which provides coverage for labor for the first two years from the date of purchase. When the two-year labor warranty for ********************** product has expired, all associated labor fees would be chargeable, and the local business is within its right to charge a fee for a diagnostic visit to occur.
  
  That said, I have requested the local team to review ********************* request and waive the fee for the diagnostic visit as a one-time goodwill consideration to the customer. Once the root cause of the product concern has been identified and a remediation plan communicated, all fees for future labor costs, including service trips and contracted labor,would be the responsibility of the customer to pay. Any service parts determined to be needed to resolve the product concerns would be covered by the published vinyl warranty.
  
  I have requested the service team at Windows by Pella **** to contact the customer and confirm a mutually agreeable date and time for a no-charge service diagnostic trip to occur. ******************** may also call them directly and provide his incident number 240210-000251. The service team can be reached directly by calling ************.
  
  Thank you for the opportunity to address this matter.
  
  ************************************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:02/13/2024

  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.

  Contacted Pella for a quote. They sent out their expert. We asked for the biggest window that could be installed in the space. Window measured was too big. Their solution is for me to purchase another window from them. They did NOT offer to refund any monies for the first window. After reviewing the contract - I found that the contract had been modified by the salesmen to include a clause in red saying they werent responsible if the window was the wrong size. This was a modified contract (second or third iteration) and I overlooked the addition of this added clause through Docusign. I trusted them. Had I seen the added clause I would have questioned the whole transaction. I notified Pella over a month ago that the window would not work. I still do not have said window and they still have all my money. I have contacted them on several occasions. Ive contacted their corporate customer service. I have contacted the franchise. I have contacted the manager of the franchise all to no avail. Nobody will return my calls. nobody will deliver the window. Nobody will communicate with me. I told them that I did not expect a refund of all my monies, but I did ask for them to share the cost of their expert, giving me poor advice. They have refused.

  Business Response

  Date: 02/15/2024

  February 15, 2024
  
  *************************
  Better Business Bureau
  *******************************************************************
  
  RE: ID # ******** *******************
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up with **************** concerns regarding her window order.
  
  As you may be aware, the warranty for wood products purchased after February 9,2017, provides coverage for *********************** material and workmanship;limited lifetime coverage for premature failure of the glass seal and the frame; and labor charges for service are covered for the first two years from the date of purchase.   
  
  I contacted the local management team. ***********************************, the Replacement Sales Manager for Pella Windows & Doors of *********, **, advised me that ************** was having an opening created for a window, and planned to purchase the window and use their own installer. Because they were creating a new opening, the customer is responsible for confirming the size of the window that they would like to purchase. It is my understanding that the sales consultant discussed with the customer two potential sizes: a 53 height or a 47 height.After ************** consulted with the contractor, they decided to proceed with the 53 height.
  
  I was also advised that the sales representative clearly listed the size of the window on the contract, and that the original contract signed by the customer states in the terms and conditions that the customer is responsible for providing sizes if the distributor was not hired to perform installation. ***************** stated that ************** signed the contract next to the size listed. The signed contract also indicated that they cannot reorder or correct the size of the window if it did not fit, and the customer signed adjacent to this contract term as well.
  
  Approximately one week later, the customer changed contractors, and the new contractor requested a 47 height window. By this time, it was too late to change or cancel the order. The customer was then offered a new window at a significantly discounted price to assist in getting the new height selected by the contractor, however ************** declined that offer.
  
  Pella Windows & Doors of *********, ** is prepared to offer the same discounted quote for the 47 height window as offered previously. However, they will be unable to offer free replacement product or monetary compensation as the sales contract terms and conditions were clear and agreed upon by all parties prior to the 53 height window being ordered.
  
  Pella Corporation is unable to provide replacement product at no cost to the customer, as this is a sales matter. ********************** is not a party to *************** purchase agreement with Pella Windows & Doors of *********, **. As such, we recommend that the customer continue communications with the local team should she wish to proceed in ordering the 47 height window. Their team can be reached directly by calling **************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:02/07/2024

  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.

  3-17-2023: Initial order & deposit placed with Pella 7-14-2023: Window Installation starts & missing window due to an order error identified 10-20-2023: Missing window installed 12-6-2023: City Inspector Identified a Balancer issue with one window 12-6-2023: Pella Technician unable to find the Balancer issue noted by City Inspector 2-5-2023: Pella Technician arrived to install missing trim pieces. Unable to complete installation due to a broken balancer in one window that will not allow final installation. Technician stated that the previous Technician should have found the broken Balancer, if investigated correctly.2-6-2024: Pella Project manager notifies my by email that they are no longer involved with efforts to complete this project. It appears that they shuffled the project off to a ****************** to threat this issue as a warranty claim. Since, per Pella project completion standards, this project is not complete, I am continuing to retain the final payment tied to project completion. At this point I have one window that is not installed as designed, does not operate as designed and is missing final trim strip installation to complete the project. 2-6-2023: They have turned this issue over to Service for resolution who has since contacted me with a tentative install date of 4-18-2024. When I requested to speak to a Supervisor I was informed that they do not take calls, but someone could possibly follow-up in a few days. This means the installation will have gone on for ****************************************************************** the automated system tells me to call back. Meanwhile this installation is in it's 8th month and all I have is a tentative installation date of April 18th (another 6 week delay), and no-one to contact for resolution.2-7-2024: Currently I continue to holdback final project payment. I'm concerned they will not complete the project and damage my credit rating as part of their bad business practices I think I need help.

  Business Response

  Date: 02/09/2024

  February 9, 2024
  
  *************************
  Better Business Bureau
  *******************************************************************
  
  RE: ID # ******** *********************
  
  Dear ********************:
  
  Thank you for your recent email. I am writing as a follow up to the concerns that ************* has presented regarding the lack of follow up for his upcoming service appointment.
  
  The warranty for vinyl Pella products provides the original purchaser of the product with coverage for 20 years on IG seal failure, 5 years for glass with between-the-glass blinds, limited lifetime on the remaining components, and labor for the first two years from the date of sale. 
  
  Upon receipt of your email, I contacted the local distributor. *************************,Service Supervisor at PWD-*******, LLC, informed me that their team has since contacted the customer on February 7th. I understand that they offered a new appointment date of March 27th to replace the defective balance assembly, bringing the appointment forward from the originally proposed date of April 18th.It is our understanding that this appointment will resolve the outstanding product concerns.
  
  If ************** has any additional questions regarding his appointment, the local service team can be reached at ************.
  
  Thank you for the opportunity to address this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:01/31/2024

  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.

  I reached out to Pella on 1/29/2024 because one of my fixed windows on my house experienced a thermal stress crack on the inside panel during a winter freeze which is covered under their 20 year warranty. Pella requested access to my mobile phone to take pictures of the crack. My case number is 240123-001295. On 1/29/2024 Pella responded by email and stated my case was reviewed by a product specialist and it was denied because the specialist determined the crack was caused from an impact from an object. The small fixed window that cracked from the inside is 6 feet above the ground in a closet that could not have been cracked by an impact from an object. This window cracked when I was home and it produced a very loud sound. Due to the location of this window, if I was not home I would have not known it cracked until an unknown later time. Pellas website states Impact cracks in a starburst pattern that radiates from a central point. Hitting a window with a baseball or golf ball could result in an impact crack.A Thermal stress crack cracks at a perpendicular angle. Maybe caused by sudden temperature swings or shading changes on a building.My window crack meets their definition of a thermal stress crack. There is no starburst radiating from a center point as the crack extends away from the glass edge and spidered into other cracks reaching the other edges of the window. I have attached a picture to validate my claim. I followed up with a phone callthe following day asking to speak with a manager and the representative told me they could not escalate my call and it could take up to two weeks for someone to call me back. Pellas response in both emails I received was to advise if I would like to be quoted for the replacement. This is not the customer service you should experience when you spend thousands of dollars on their windows and doors to be denied a warranty replacement of $390.

  Business Response

  Date: 02/01/2024

  RE: ID # ******** *********************
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up on the concerns presented by *****************
  
  The warranty for vinyl Pella products purchased in 2014 provides the original purchaser of the product with coverage for 20 years on IG seal failure, ten years on non-glass materials, and labor for the first two years from the date of sale. Specific information for the limited lifetime and transferable ten-year warranty is available online at *********************************************************************.
  
  After receiving the BBB alert, I checked into Mr. ******* account notes. I discovered that the local distributor has already offered to assist him by providing replacement glass and labor to replace the glass at no charge.**************** was contacted on January 31st by the Service Coordinator, *********************************, who agreed to order the replacement glass and labor under warranty. **************** was sent an email following that conversation confirming his parts had been ordered and offering an appointment date of March 4th, **** for the replacement. It does appear that **************** still needs to confirm with the distributor if that appointment date will work for him. The local distributor manages their scheduling and availability, so we encourage **************** to respond directly to them as soon as convenient to finalize his appointment.
  
  We appreciate you bringing this matter to our attention.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 02/01/2024

   
  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.  I appreciate the customer service I received from the local Pella distributor ********* She understood my situation and resolved it immediately. I think Pellas national customer service team could learn a lot from her. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/29/2024

  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 have Pella Proline casement windows (7/2006) in our home, 28 windows total. Eleven of the windows are painted white and have started to rot at the bases over the last several years. These Pella windows were part of a class action lawsuit against Pella that they lost due to a defect in the base of the window that allowed moisture in and caused the base of the window to rot. Unfortunately, this class action lawsuit has been closed, but we, as owners of these Pella Proline casement windows were never informed of the defect. It is only after reaching out to Pella about repairing the base of the windows that we found out about this issue. Pella is currently asking us to pay in full for a "bandaid" for the issue by replacing one wood piece at the base of the window that we would then need to paint ourselves. The total cost requested by Pella is $1744.61, and this is only for the "bandaid" fix of 5 of the 11 windows. This will not fix the underlying documented issue with these windows. I have reached out to Pella to see if they would be able to help us with the replacement or repair costs since this is a proven issue with their windows. They stated since the windows are out of warranty, there is nothing they can do. I do not understand that. Warranty or not, if there was a faulty automobile part, that part would need to be repaired or replaced at no cost to the automobile owner even without a warranty. That should hold true for any multimillion-dollar corporation that stands by its products and supports its customers. Pella has not agreed to help with any of the costs associated with the repair or replacement of the eleven windows in our home with a proven moisture barrier defect. We are constantly needing to clean mold off of these windows due to the wood rot. We are not asking Pella to replace all 28 Proline casement windows in our home. We are asking them to help contribute to the cost of replacing the eleven windows that obviously have a moisture barrier problem.

  Business Response

  Date: 01/31/2024

  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ****************** has presented regarding her ProLine Series casement windows experiencing wood deterioration.
  
  The warranty for wood products purchased between October **** and February 9, 2017 provides coverage for *********************** material and workmanship; a 20-year warranty for premature failure of the glass seal; and labor charges for service are covered for the first two years from the date of purchase.
  
  As described above, the non-glass components warranty on ***************** ProLine Series windows manufactured in 2006 expired in 2016. Although there was a class action settlement for certain ProLine Casement windows, the claims period closed on June 20, 2018.
  
  To address the customers statement that she was not informed at the time, I understand the Class Notice and Notice Plan, which was approved by ************* District Court Judge *******, contains details regarding notice, although I was not personally involved with the process. That document can be found at pellawindowsettlement.com. It is also my understanding that the Notice Plan that Judge ******* reviewed and approved satisfies the applicable rules and guidelines. However,it was contemplated that certain settlement class members would not receive direct mail notice, as the mailing address for all settlement class members was unknown.  The Notice Plan provides details on the other forms of notice provided.
  
  While we understand ****************** frustration, Pella Corporation is not in the position to make any additional allowances or special considerations to ensure that all customers associated with the class action are treated with fairness and consistency.
  
  The service for Pella products in the customers area is provided by Pella Northland. This location is responsible for addressing all service concerns and/or warranty-related concerns for their customers. This includes providing quote pricing for replacement parts that are no longer covered by the terms of the product warranty. As such, requests for discounts or modifications to pricing must be presented for review to Pella Northland. To proceed with ordering replacement parts, or to further discuss the pricing of the quote provided, ****************** may contact the distributor at ************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

• Initial Complaint

  Date:01/29/2024

  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 8 windows, 1 picture window and a back door installed by Pella (***************************************************************. ph ************).There are gaps in all of the 8 windows that were installed and cold air is seeping in from the outside, causing a draft. There is also mold forming in each of the corners of the 8 windows (see pic).We spent over $16,000 for these windows and back door and I would like them correctly installed ASAP.

  Business Response

  Date: 02/05/2024

  RE: ID # ******** *************************
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up with the concerns presented by *****************************.
  
  Upon receipt of your correspondence, I contacted the local management team. **************************************, the Director of Operations with Pella Windows & Doors of ****************, provided the following historical summary of events.
  
  After initial installation of the product, on Installation Day 2, the installer finished the interior caulk and exterior coil for all windows (which were installed into the openings on Day 1). The installer cleaned all visible mold with bleach, and made the homeowner aware that they should paint with ****, and that the moisture was coming in through the walls.On Day 3 of the installation, the Entry Door was the focus. The opening was twisted and had other issues which needed to be corrected before installation could commence. It was advised to me that the installer rebuilt the opening at no-cost to the customer. Once the door was finished being installed, it worked well, and the customer signed off on the projects completion. The next weekend there was a reporting of the Entry Door deadbolt being installed upside down (but was otherwise functional.) The installer offered to return the next Monday to correct this concern, however per the customers preference, the customer hired a locksmith over that weekend, for which the customer was reimbursed by the distributor.
  
  Relating to the oustanding installation concerns presented by ********************, he was contacted by the distributor on Tuesday, January 30th,and was provided with two options:
  
  The installer would be available to return to the home last Thursday, February 1st, to review the installation, go over the air/mold concerns, and remove the trim to allow the customer visibility of the foam and sealant applied in the opening.
  Arrange for the Director of Sales and an alternate installer visit last Friday, February 2nd, to review and remedy any outstanding installation issues.
  
  It is my understanding that ******************** refused both of the options that were presented.
  
  Pella Corporation does not provide installation services, or warrant said installation services, as we are only the manufacturer. As such, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service for Pella products in Mr.********* area is provided by Pella Windows & Doors of ****************.This location is responsible for addressing all sales and installation concerns generated by their team, and/or warranty related concerns for their customers.
  
  We strongly encourage ******************** to resume communication with the local distributor to schedule additional inspection or recovery appointments. They can be reached by calling **************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

• Initial Complaint

  Date:01/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction and frustration with the services provided by Pella Windows concerning the installation at ******************************************************. Despite the assurances given, the installation has not only missed the promised completion date but has also been marred by a lack of organization and communication, resulting in significant inconvenience and financial loss.Firstly, I want to highlight the failure to adhere to the agreed-upon installation date. Not only was there a no-show on the initially scheduled dates, but there was also an absence of communication from your team to explain or reschedule in a timely manner. This lack of professionalism is unacceptable and has caused considerable disruption to my plans and schedule.Secondly, the continued delays and unfulfilled promises have led to a more serious consequence the loss of a ***** that was contingent on completing the project by the end of the year. This loss is not just a missed financial opportunity but a direct result of the inefficiency and disorganization on the part of Pella Windows. It's deeply disappointing that a project of such importance was handled so poorly.I had chosen Pella Windows based on its reputation for quality and reliability. Unfortunately, my experience has been far from satisfactory. The lack of commitment to agreed deadlines and the overall disorganization has caused unnecessary stress and financial loss.A detailed explanation for the missed deadlines and the lack of communication is needed.Immediate action to complete the installation at the earliest possible date without compromising on quality.Compensation for the loss of the *****, which was a direct result of the delay in completion of the project.I hope that Pella Windows takes this complaint seriously and addresses these issues promptly.

  Business Response

  Date: 01/24/2024

  RE:ID# ******** *******************************
  
  Dear ********************:
  
  Thank you for your correspondence. I am writing to follow up with the concerns presented regarding Mr. *********** sales and installation experience.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service for Pella products in Mr. *********** area is provided by Pella Windows & Doors of ****** and ************ This location is responsible for addressing all sales and installation concerns generated by their team, and/or warranty related concerns for their customers.
  
  Please understand that Pella Corporation does not provide firm shipment dates for the products we produce, only estimated dates, which are dependent upon lead times generated by our ordering system for the build of the product. There are several factors that *** lead to an estimated ship date not being met. These factors include, but are not limited to, material shortages, possibly re-makes on the production floor, weather conditions in certain areas of the country,etc.
  
  The purchase contract ************************ entered into is with Pella Windows & Doors of ****** and ************ not Pella Corporation. As such, they are in the best position to coordinate the installation of his product.
  
  To better understand what transpired, I did reach out to the local management team. ***************************, a Sales Manager with Pella Windows & Doors of ****** and ************ acknowledged that some of the Pella product went delinquent with the last items being shipped to their location in early January ****. He also indicated that his team has attempted numerous times to communicate with ************************ to coordinate installation efforts, but the customer has been unresponsive.
  
  It is my understanding that during a phone call with *************************** on Thursday,December 21, 2023, ************************ declined to confirm a pre-install site inspection to occur that day or to set up an installation date.
  
  I can confirm that all Pella products from the customers order have been shipped from our manufacturing facilities. ************************ will need to work with Pella Windows & Doors of ****** and *********** to finalize details for the installation of the product.
  
  Regarding the request for compensation, the Pella warranty does not provide coverage or compensation for delays in receiving ordered product and we are unable to provide compensation per Mr. *********** request. Any decision made by Pella Windows & Doors of ****** and *********** related to this compensation request would be fully supported by Pella Corporation.
  
  Should ************************ have any further questions, we encourage him to communicate with the local team as they are in the best position to assist him. They can be reached by calling ************** or **************.
  
  Thank you for the opportunity to review this matter.
  
  ************************************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21163453
  
  Dear ******************,

  
  Thank you for your detailed response regarding my concerns with this experience with Pella Windows & Doors of ****** and ************ I appreciate your efforts in investigating this matter and reaching out to the local management team for clarification.
  

  However, I must address a significant discrepancy in the information provided. Contrary to the details mentioned in your response, the pre-installation measurements order was already completed prior to December 21, 2023. It was explicitly communicated and promised to ************************ that the installation of the product would occur on December 21. This commitment was a primary reason for his continued patience despite previous delays.

  
  Regarding the communication issues, I was proactive in his efforts to coordinate with Pella Windows & Doors of ****** and ************ On December 21, during this conversation with ***************************, I was under the impression that everything was proceeding as scheduled for the installation that day. It seems there was a misunderstanding or miscommunication on the part of your team, as *** indicated he was unaware of the specifics of the situation and was merely instructed to call the customer.

  Given these circumstances, it is clear that there has been a breakdown in communication and a deviation from the initial commitments made. This has caused considerable inconvenience and frustration, and it seems appropriate to reconsider the stance on compensation, especially in light of the commitments made and the inconveniences experienced.

  I understand that unforeseen circumstances can affect schedules and lead times. However, ensuring accurate communication and honoring commitments made to customers is crucial for maintaining trust and satisfaction.

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

  Business Response

  Date: 01/25/2024

  Dear ********************:
  
  Thank you for your additional email. I am writing to follow up on the additional concerns ************************ has presented regarding his incomplete installation and request for compensation.
  
  As stated in our initial response, Pella Corporation is not a party in the purchase contract that ************************ entered into with the Pella Windows & Doors of ****** and *********** business,which is a privately owned and operated distributor of Pella products. To coordinate the installation of his Pella products, ************************ will need to work directly with the Pella Windows & Doors of ****** and *********** team to finalize details for those efforts.
  
  Pella Corporations position related to Mr. *********** request for compensation remains unchanged. The Pella warranty does not provide coverage or compensation for delays in receiving ordered product. Pella Corporation did not receive payment from this customer as we were not a party to the purchase contract. As such, compensation requests must be presented to the Pella Windows & Doors of ****** and *********** business for them to review.  Any decision made by Pella Windows & Doors of ****** and *********** related to this compensation request would be fully supported by Pella Corporation.
  
  If the customer has any additional questions or concerns, Pella Windows & Doors of ****** and *********** can be reached by calling ************* or **************.
  
  Thank you for the opportunity to address these concerns.
  
  ************************************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  Date:01/17/2024

  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, we replaced our homes two sliding doors and 7 windows with Pella Impervia doors and windows. Since the replacement, we have had to contact Pella several times about the windows and doors leaking air, winds blowing through gaps and ice and snow buildup inside the house during the winter. They have stated the issue is usually humidity but even their techs have informed us our humidity level is normal in our house. Humidity also doesnt explain the gaps which cause wind and snow to blow into the house. Weve also had recurring issues with the locks on the sliding doors and one bedroom window. Weve had to contact them countless times to have them come back out. When our two-year warranty expired, they did renew it for us because of the continuing issues but they take so long to respond to us and get someone back to our house to fix issues that sometimes months go by before they respond or send anyone to address the continuing issues. We have pages and pages of emails and texts and pictures and videos exchanged with Pella concerning these issues. The fixes they have done under warranty are not actually resolving the issues and then it takes weeks or months for them to respond again We have been patient with them but now we would like some support in getting them to address the issues once and for all either with a refund or replacements.

  Business Response

  Date: 01/19/2024

  RE:ID #******** *****************************
  
  Dear ********************:
  
  Thank you for your correspondence. I am writing to follow up with the concerns that were presented regarding Ms. ********** Impervia sliding doors and windows.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service of Pella products in Ms. ********** area is provided by Pella Northland. This location is responsible for addressing all sales and installation concerns generated by their team and/or warranty related concerns for their customers. This includes any requests for refunds or product replacement.
  
  As a courtesy, I reviewed the information documented under the customer service incident *************. The formation of condensation and/or ice on the interior room side surfaces of windows and doors is indicative of excessive in-home humidity levels in relationship to the difference between external and room side temperatures.
  
  Additionally,the drafts the customer reported could be a convection effect related to the room side air only. Convection occurs when warm air flows up against the cooler glass or wood surfaces of a window (or door), forcing colder air away from the surface. This cycle of air movement can feel and act like a window draft through the window or door, but it is all initiated and contained room side.Convection phenomenon near windows and doors is very common during cold, winter months and the formation of ice on the interior surfaces further supports that the issue is not related to product failure, but rather a direct result of atmospheric conditions within the home.
  
  Should ********************** have any further questions or concerns, we encourage her to continue communications with the Pella Northland team as they are in the best position to assist her in determining products issues that are covered under the warranty associated with the original purchase of the Pella product, and concerns that *** be environmentally related. They can be reached at *************.
  
  Thank you for the opportunity to review this matter.
  
  ************************************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21137693
  
  I am rejecting this response because it is not our homes humidity or air flow causing the issues.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/01/2024

  RE: ID #******** *****************************
  
  Dear ********************:
  

  Thank you for your additional correspondence. I am again writing to follow up with the concerns presented by **********************.
  

  Please understand that Pella Corporations position that was communicated in the response sent January 19, ****, remains unchanged.
  

  All documented data supports that the opinion that the conditions reported by ********************** are directly related to condensation resulting from either excessive in-home humidity levels and/or convection phenomenon.
  

  Pella Corporation respectfully considers this matter closed.
  

  ********************** may work with the local service provider to see what options may be available to her at this time.
  

  ************************************************
  Customer Experience
  Case Management Specialist
  Pella Corporation