Business Profile

Producers

Pella Corporation

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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Submit a Complaint

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

Initial Complaint
Date:01/12/2024
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.
We purchased an exterior door from Pella in April of 2020 (as the existing sliding glass door was leaking (located on the 2nd floor). Pella initially installed the new door in Aug. of 2020. When Pella came out to inspect the door, they determined it was bent and ordered another new door. Pella came out to reinstall a new door in Jan. of 2021. My husband determined the Pella door was leaking on September 10, 2023 and Pella came out to inspect the door on September 13, 2023. Pella determined the door needed to be removed and replaced (signed event# ******-001730 dated 9/13/2023). The door is under warranty and they agreed to replace it. The last communication we received from Pella services is November 7, 2023. We are looking for Pella to honor their warranty and replace the door in a more timely manner.
Business Response
Date: 01/23/2024
January 23, 2024

*************************
Better Business Bureau
*******************************
**********, ** 50310

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

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

Thank you for your recent email. I am writing to follow up on the concerns that *************** has presented regarding the water infiltration in her Therma-Tru entry door.

We would like to explain that the door sold to the customer was a ************************** door.It is a Therma-Tru branded door. Local Pella distributors may sell other manufacturers' products if the Pella product offering does not meet the product needs of a customer, or if there are extended lead times for Pella products, which was the case beginning in March 2020.

It is Pella Corporations understanding from information provided by ********************************* of the Pella Windows & Doors of *****, ** team that she learned the warranty for this customers door must be managed by the Therma-Tru Doors customer service department. The following information was emailed to **************** on November 2, 2023:

From: ******* Service Department
Sent: Thursday, November 2, 2023 4:26 PM
****************************************************************************** ***********************- 230911-001730
Good afternoon *****************,
I apologize, I was finally able to get information on the replacement door needed at your home. Huttig/ Therma Tru was notified and the response below is what we received back this afternoon. Unfortunately, I am unable to assist with this- the issue must go from the home owner to Therma Tru
Any door issues older than 1 year would be something the homeowner has to contact Therma Tru warranty **** to go over at ************** and listen for the warranty **** extension and go to that this is Therma Trus process and policy because they have to see whats going on with their product
Thank you,
***************************

**************** would need to contact the Therma-******************** team directly for assistance due to Therma-Tru's policy of working directly with consumers for warranty-related matters and not the distributors that sold their product. They can be reached by calling ************** and selecting the extension for the warranty department from the voice prompts.

Thank you for the opportunity to address this matter.

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

Customer Answer
Date: 01/23/2024

Complaint: 21127997

I am rejecting this response because: the contract we signed was with Pella. We purchased the door from Pella and Pella installers installed the door. We were not aware at the time the door was not a Pella door.
Pella communicated to us on September 13, 2023 there would be a full replacement (remove and replace). Please see the attached document.

**********************************************
Initial Complaint
Date:01/08/2024
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 12/13/23, Pella installed 4 windows in my family room. There were numerous issues, including a hammer and metal square falling from scaffolding damaging granite/wood floor, my ***** being damaged with dents/chips in paint, and windows that are significantly smeared. Money for fixing the granite chip was credited back to my credit card and we are going to have to live with the indention in our floor since it is engineered wood and cannot be filled/sanded. The 2 outstanding items are the heavily smeared windows and the improper "fixing" of the ***** by a Pella painter. On 1/4/24, Pella sent 3 men to my house to attempt to get the smears off of the windows. Pella only sent them with a ladder, some spray, and cleaning cloths. These are huge windows, 2 of which are very high, and doing them by hand with cleaner in a spray can is an impossible task. I also at one point had to tell the man to get off the ladder, as it was sliding on the tarp they put on the floor and if he didn't get down he was going to fall. Pella set them up for failure by not giving them the proper tools to do the job. The windows are still smeared and apparently a window company is not capable of giving me a clean window product. Also on Jan 4, Pella sent over their "painter" who did a terrible job patching and painting the dents and chips in the window sill. I told multiple people with Pella that my paint was PPG off-white semigloss. After the man was finished painting he handed me the can and it was cheap paint from *********** The improper filling of the dents, cheap paint, and improper drying time of the first coat, resulted in a very poor outcome. I discussed with the painter that a Bondo product should have been used, as my entire foyer, floor to ceiling, is paneled with the same material as the window *****, and it has been done correctly. Since Pella cannot fix the smeared windows/chips in the window *****, I want money credited back to my card to hire people I know can do the job right.
Business Response
Date: 01/09/2024
RE: ID # ******** *********************

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

Thank you for your correspondence. I am writing to follow up with the concerns presented regarding Ms. ***** post-installation concerns and request for monetary compensation.

I contacted the local management team. *****************************, the General Manager of Operations with Pella Windows and Doors of **********, **, advised that they have connected with the customer, and are scheduled for a recovery appointment on January 19th ****. In this appointment they will be touching up the two window stools, and professionally clean the four windows in the back living room.

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 Ms. ***** area is handled by Pella Windows and 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. This includes any requests for monetary compensation or sales discounts.

Should ************ have any further questions or concerns, we encourage her to continue communications with the local branch as they are in the best position to assist her. They can be reached at **************.

Thank you for the opportunity to review this matter.

Sincerely,

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

Customer Answer
Date: 01/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Their response is correct that I was contacted by management with their local branch and do have a follow up appointment scheduled to repair the window ***** again and clean the windows. I am hoping that this next appointment resolves the damage done to the ***** and the smeared windows. Final result unknown as of 1/12/24.

Sincerely,

*********************
Initial Complaint
Date:12/29/2023
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.
In September of 2022 I ordered two sliding patio doors, the doors were supposed to include the screen doors but they didnt. The store where I bought advised Pella never sent them and he setup a ticket for me. Pella reached out and advised they would have a technician deliver and install them. The technician came and installed them incorrectly so I created another service ticket, Pella then scheduled another tech to come out in early November. That tech came out an was also unable to repair and advised he needed to speak with another tech about the issue and I would hear back on scheduling. I reached out via email and text on 12/11 and again today and they are not returning my calls, texts or emails.
Business Response
Date: 12/29/2023
RE: ID # ******** *********************

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

Thank you for your recent correspondence. I am writing to follow up with Mr. ******** concerns regarding his experience with replacement screens.

As ****************** may be aware, 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 have been in contact with the service coordinator for ***** ********************* **** I have been advised that the technician who was previously out to the home and promised follow-up is no longer employed by the local branch, and he did not log the notes from his last inspection.

We offer our sincerest apologies that this happened and for the frustration this has caused.

****************** was sent an email from the service team on December 28th in response to an email that he sent to them directly. The email offered a new recovery date of January 8,2024, to gather the necessary information to resume working toward resolution.

It is my understanding that the service team is awaiting Mr. ******** confirmation or approval of this proposed appointment date. We encourage ****************** to respond to them directly via email to finalize that appointment or to reschedule.

The service team may also be reached by phone at **************.

Thank you for the opportunity to review this matter.

Sincerely,

*************************
Customer Experience
Case Management Specialist
Pella Corporation
Initial Complaint
Date:12/28/2023
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.
In July 2023, I requested a Pella representative visit my home to see if they might help me with two storm doors I was having problems with. After several meetings, measurements, and investigative efforts, it was determined that due to one of the doors' age (20+) years, the parts were no longer available, but that they would be able to replace the second storm door. Again, measurements were taken, the replacement door was ordered, pain for in full and delivered to my home. In November of 2023 I received an email that I had an appointment on 11/30 for the installation of the new storm door. On 11/30, after removing the old storm door and attempting to install the new storm door, it was determined that the new door did not fit. I was told they would look into it, likely order a new door and get back to me. The new door I purchased was left on my property until they could figure out the best way to resolve my problem. No one has been back and I have not heard from anyone at Pella again. After many calls to Pella, I was told my issue had been escalated and I should hear something soon.
Business Response
Date: 01/04/2024
RE: ID # ******** ***************************

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

Thank you for your recent correspondence. I am writing to follow up with the concerns presented by ******************** regarding her storm door.

I contacted the local management team. Mr. ********************* the General Manager of Operations with Pella ****** Windows & Doors, advised that a new door is being ordered for ******************** this week, and that as soon as they have delivery date information available, they will contact her to schedule the installation appointment.

Should ******************** have any further questions or concerns, we encourage her to continue communications with the local branch as they are in the best position to assist her. They can be reached at **************.

Thank you for the opportunity to review this matter.

Sincerely,

*************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 01/05/2024

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.

Sincerely,

***************************
Initial Complaint
Date:12/27/2023
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 bought new windows and they leak air and the company will not do anything about it. They claim their windows are within their specifications. The new windows I bought leak worse than the old windows that were replaced. So I paid $8600 and the energy efficiency of my home actually decreased
Business Response
Date: 12/28/2023
December 28, 2023

*************************
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 air filtration in his Pella 250 Series double-hung windows.

Upon receipt of your email, I contacted the local distributor. They advised that **************** has a diagnostic inspection appointment scheduled for January 17th. This appointment was confirmed with the customer on December 22nd.

********************** encourages **************** to keep the currently scheduled appointment so that the local distributor can determine the root cause of the air infiltration and address the concerns through the applicable warranty terms.

If the customer has any additional questions or concerns, the local service 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
Initial Complaint
Date:12/20/2023
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.
Date of purchase was 3/23/2020 Amount total was $14,200 for windows and 2 patio doors.Pella was to install a total of 5 windows and 2 patio doors which they did and told me that they inspected and installation was completed and to correct standard. Fast forward about a year and a half and noticed small water damage on inside cprner of 2 windows. Contacted them and they came out to inspect on 5/31/23. Findings were that some windows were not secured correctly, and missing some plugs that would prevent humidity from reaching inside of windows. A report was submittef on this day to Pella for service. I have made more than 10 calls and everytime I get that I have contacted the wrong department and to contact another number and when I do contact that number I get that it was the previous number that should have taken care of me and it just keeps happening. I'm always told that someone will contact me to resolve but I end up calling 30 days later after no call back to start the blame game again within the company. I finally reached a female from service I believe her name was ***** and she told me to contact ******************* which I did and **** stated that she would need 48hrs to resolve the issue. Another 30 days go by and now **** states via email when I tried to reach her that I have reached the wrong department and to wait for someone to reach out. I am concerned that mold might be growing inside the windows with the way the water stains look inside the windows and they are in my kids bedrooms. I have been dealing with this for almost a year and still no resolve. The company has not made any attempt to at a minimum stay in touch with me. They gave me an event number for the issue which is 230710-003072. I would like this company to complete the required repairs in order for this issue to stop.
Business Response
Date: 12/27/2023
Dear ********************:

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

I contacted the Customer Support Supervisor, ********************************* with the local distributor, Pella Windows and Doors of *******. She informed me that the last contact they had with the customer was on December 19. On the last technician trip report, there were no notes of leaking or damage from the unit. They have reached out to the customer and offered an installation inspection visit with the Installation Field Specialist for January 3rd, ****, to determine if any active warranty-related concerns need addressing.

The sale and installation of Pella products in the customers area are handled by Pella Windows and Doors of *******. As such, their location is responsible for addressing all sales, installation, and warranty-related concerns for their customers. We encourage ************ to continue to work with them on any outstanding warranty-related concerns.

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

Thank you for reviewing this information.

Sincerely,

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

Customer Answer
Date: 12/28/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. At least this time they provided a date to come look at the issues even after the initial inspection showed signs of issues with installation but I will address this with them when they arrive.

Sincerely,

*************************
Initial Complaint
Date:12/18/2023
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.
Pella refuses to honor its 20 year warranty for the glass cracking on my Pella Thermastar window
Business Response
Date: 12/19/2023
December 19, 2023

*************************
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 a stress crack on his Thermastar by Pella double-hung window.

Pella Corporation has no record of the customer being refused warranty replacement.According to our records, ************** called our ************** on December 16 and was asked to provide the serial number from the window that he claims is experiencing the stress crack. A serial number could not be provided to our team during that conversation, so a warranty replacement was unable to be ordered for him at that time. The team member reviewed where to find the serial number with him. If the customer needs additional support in locating the serial number, there are illustrations and resources on the Pella website to assist him.

Pella Corporations warranty terms state that the customer is responsible for providing window identification for all warranty claims, which includes a serial number. ********************** is unable to provide replacement product at no cost to the customer until the proper warranty claim identification requirements have been met. Our windows are offered in various sizes and attributes; therefore, without identification for the window, we would not know what to manufacture as a suitable replacement.

Labor is covered under Pellas warranty for the first two years from the date of sale. Because the glass is covered for 20 years, we would only cover the replacement sash at no charge once we are provided the required documentation. Labor fees will be chargeable to the customer, should he wish to have assistance with the labor to replace the sash.

************* may contact the local distributor or the corporate office contact center once he has the serial number from his affected window and we will be happy to proceed in assisting him under the terms of the warranty. The corporate office may be reached by calling ************. The local service team can 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: 12/19/2023

Complaint: 21018103

I am rejecting this response because:
I was instructed by pella to go to my local Lowes to process the warranty claim. The Lowes representative was on the phone with the pella representative and indicated pella denied processing this under warranty and only offered me the option to pay for a replacement as evidenced by the receipt I provided. Pellas response is not rectifying the situation and it is unclear as to what steps I need to take from here.

Sincerely,

*************************
Business Response
Date: 12/20/2023
December 20, 2023

*************************
Better Business Bureau
*******************************************************************

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

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

Thank you for your email. I am writing as a follow up to the additional concerns ************** has presented regarding his Thermastar by Pella double hung window.

The recorded call is not accessible to our department for review, however, I have provided the customers feedback to the team lead responsible for the contact center. They will review the call recording and provide coaching as they find necessary.

Though I do apologize if incorrect direction was provided verbally in the most recent call to our contact center, ************** is still required to provide the unique serial number of the product experiencing the cracking. He will then need to either contact the customer service contact center or the local service distributor for assistance in ordering a replacement sash. Please note that serial numbers cannot be found on receipts for product purchased and can only be located on the product itself. If the customer needs additional support in locating the serial number, illustrations and resources can be found on the Pella website to assist him.

It is possible that the customer will be requested to either describe the cracks appearance or provide a picture of the crack for our customer service team to confirm that it is a stress crack. Glass breakage experienced due to external force is not covered by the product warranty, so confirmation of the root cause is generally needed.

Pella Corporation is unable to provide replacement product under warranty until the proper warranty claim identification requirements have been met. As referenced in earlier communication, our windows are offered in various sizes and attributes, so without identification for the window we would not know what to manufacture as a suitable replacement.

The local distributor or the corporate office contact center can assist ************** in proceeding with a replacement sash under the terms of the warranty once he has the serial number from his affected window. The corporate office may be reached by calling ************ or the local service team can be reached at ************.

Thank you for the opportunity to address these concerns.

Sincerely,

*************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
Date:12/18/2023
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 paid a Pella salesman $22,289 at our home for installation of windows and doors on October 7. Couple of weeks later we had the final measurement and were told that we would get an install date in about three or four weeks. it is now well beyond that and after contacting the salesman twice via text, I got no response. I sent an email to corporate about this and got timely responses that they reached out to the branch responsible but I never got a response from the branch. There was no follow up from Pella corporate either. The second email to Pella corporate was sent and I got a response that a message was sent to the manager of that branch but again no response. I sent a third message back to Pella corporate at this point with such terrible customer service I dont want to do business with Pella and that if my window And door order was not sent for production yet. I wanted to cancel my order. No response. I called the local branch and spoke to the woman that answered the phone, but I was told that I couldnt speak to my project manager because she was in training I got an automated email , that said I can contact another email for the other project managers and so I did that and still did not get a response and so at this point I have contacted the salesman twice, the corporate office three times and called and emailed the local branch and still have no update on my order. I cant think of worse customer service than this. I am uncomfortable with doing business with this company given the horrendous customer service. I cant imagine what would happen if I had a problem after install. We really want the windows and doors upgraded but there are other companies out there. We specifically did not go with ******** Windows because we were told it would take six months or as Pella told us it would be 3 to 4 months. At this point we are already at 2 1/2 months since we placed the order and I have absolutely no idea , when these windows and doors would be installed.
Business Response
Date: 12/20/2023
December 20, 2023

*************************
Better Business Bureau
*******************************************************************

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

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

Thank you for your recent correspondence. I am writing to follow up with Mr. ****** concerns regarding his installation experience.

I contacted the local management team. *********************************, the Customer Support Supervisor with ********************** Windows and Doors of *******, advised that ************** received a call from their team on December 19, 2023, and that the installation is now scheduled for February *****, 2024.

Should ************** have any further questions or concerns, we encourage him to continue communications with the local branch as they are in the best position to assist him. They can be reached at **************.

Thank you for the opportunity to review this matter.

Sincerely,

*************************
Customer Experience
Case Management Specialist
Pella Corporation
Customer Answer
Date: 12/20/2023

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:12/12/2023
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 purchased a Pella sliding door to replace the Pella sliding door in ***********. Our contractor advised us that he would be able to install it with no problem. As it turns out, due to the fact that it is a track system sunroom, he would have to take the whole sunroom apart, including the brick foundation in order to replace the door at a cost of $10,000 I cannot afford to do that at this time. I have requested that Pella take the door back as it is still in its original box. That request has been denied.
Business Response
Date: 12/13/2023
December 13, 2023

*************************
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 Lifestyle Series sliding patio door.

Upon receipt of your email, I contacted the local distributor and spoke with the sales department. They advised that there is no return policy for special order products. The purchase agreement that the customer agreed to upon purchasing stated:
4. The Buyer
a. The Buyer agrees the product(s) listed herein are correct and final and that they cannot be changed, returned, or cancelled.
b. The Buyer shall perform at its own expense all the work described in Section 10 Buyers Checklist.

Pella Corporation is unable to provide a refund or accept a return of product, as Pella Corporation is the manufacturer of the product.Pella Corporation will support any decision made by the local distributor they decide to make as it relates to the purchase contract with their location and they are the business that made the sale.

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
Initial Complaint
Date:12/12/2023
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.
Please file with local Pella windows and doors of *******, not Pella corporation. The job is now complete and I have tried getting a refund from the company with no luck. I would like to get a refund for: 1. $1,093.30 for being forced to pay an extra $1093.30 for exterior trim that was up to the standard of my hoa. (Attached) 2. $2,000 for defective hidden screens that were replaced with inferior screens 3. $5,000 for extended timeline and my time. Project timeline -August 22 - windows ordered with ~3 month estimated install timeline (attached estimate) -October 22 - I called to check status, it was delayed a month waiting for parts -November 22 - called again and delayed again but promised before the new year -December 22 - called again and now need 2 additional months -Early February 23 - called and yay they finally have all the parts and schedule the install for late Feb -Late February 23 - installers call morning of first day to let me know too many of there crew were sick to come that week. I had already moved all furniture, taken down blinds, and made arrangements at work to work from home. Inspector shows up the next day, Pella forgot to cancel that. Install is rescheduled to March -March 23 - first day of install rolls around again and the installers call to say theyre gathering the materials and wont be out till the second day of the install. More of my time and energy wasted. -March 23 - windows and doors installed, but did not bring exterior trim that was required by hoa. I was forced to pay an extra $1093.30 for them to do it with the right hoa approved trim that I made clear at the time of the order. -April 23 - all of the sliding screens are broken from just a couple uses of the product (photos attached). Exterior trim is installed with correct material for extra money. -June 23 painter paints already yellowed trim from install. -August 23 hidden screens are replaced with inferior regular screens
Business Response
Date: 12/28/2023
December 28, 2023

*************************
Better Business Bureau
*******************************************************************

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

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

Thank you for your recent correspondence. I am writing to follow up with ****************** concerns regarding his 250 Series sliding windows and doors.

As I am sure **************** is aware, 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. Compensation for delivery and installation delays of Pella product is not something that is provided.

Additionally, the *********** team confirmed the $1,093 charge for extra trim was because *** trim was listed in the contract for the exterior of his windows. After the install was started, we learned he want to have a stucco repair instead of the *** trim. **************** signed the attached contract for the additional charge for the stucco repair and *********** declined to refund him that amount.

However, in order to address the additional concern related to the hidden screens being replaced with standard, flat screens, *********** is prepared to calculate the price difference between the screen types and refund him that difference. They will be in touch with **************** to advise him of what the refund amount will be.

Both *********** and Pella Corporation respectfully decline to provide compensation for any delivery or installation delays of Pella product as all delivery and/or installation timelines are estimates only, to take into account any unforeseeable circumstances that might occur beyond the control of the manufacturer and/or the local Pella Window and Door store.

Thank you for the opportunity to review this matter.

******************************************************
Customer *********************************** Specialist
Pella Corporation
Customer Answer
Date: 12/28/2023

Complaint: 20964826

I am rejecting this response because:
I have reached out to Pella windows and doors numerous times to resolve the issues with promises they will get back to me. They will need to call me directly before anything is accepted.
In addition to not receiving the contracted screens, Pella should bear responsibility for the work they contract with the installers. Specifically, timeline estimates taking longer is to be expected, but 5 times longer is an exceptionally long amount of time that should have been communicated with me and avoided as much as possible as they were learning of delays. Their communication to me was zero, I had to call to learn about delays and schedule appointments. Also, the installers called me on the morning of the first appointment to let me know they werent going to show and to reschedule with the office. I took time off work, removed window dressings, and moved furniture for this appointment.
Sincerely,

*********************
Business Response
Date: 12/29/2023
RE: ID # ******** *********************

Dear ********************:
Thank you for your follow up correspondence. I am again writing to follow up with ****************** concerns regarding his 250 Series sliding windows and doors and his request for a refund.
Pella Corporation received confirmation from the *********** team they have determined the refund amount they are prepared to offer to ***************. Someone from their team will be contacting him to advise him of that amount. Pella Corporation will support the determination made by *********** of the level of refund that will be issued, as that is their business decision to make.

Thank you for the additional opportunity to review this matter.

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

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