Complaints

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:08/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a new front door from ***** ** **** ****** ** ********* (all invoices say ***** **** *****) with sidelights on 9/17/2020. On 1/27/2021 our door was to be installed but when unwrapped, it was the wrong door. On 2/18/2021 the correct door was delivered but upon inspection, we determined (and ***** ***** ***** ******** finally agreed on5/3/2021 !) the craftsmanship was so shoddy it could not be installed* ***** later confirmed that not only were the glue and paint sloppy but he detected a 3" long scratch on a sidelight as well. He was going to ensure the sidelight was repaired by the manufacturer. Finally on 7/26/2021 the door was delivered & we noted the caulking had not been repaired to our satisfaction but we agreed to have the installation occur on 7/27/2021 with assurances that the caulking could be repaired once installed. On 8/12/2021 the caulking experts arrived & re-caulked the door. It should be noted in the time Pella had this door in their warehouse they scratched up the threshold as well.
  Fast forward to June 23, 2022 (less than one year after it was installed) we noted the affected/repaired sidelight trim has bowed at the bottom and rain is likely seeping into the bottom of the new door assembly. We have called the Dvpt office & our salesperson a combined 11 times beginning on June 23rd when we noticed the issue. NO ONE (except our sales rep) has had the courtesy to call back. Our sales rep, ***** ***** did stop by our apple orchard on 8/29/22 & told my husband he has come by our home, taken pictures & submitted them, & is very frustrated as well that no one will respond.
  We paid the full price (begrudgingly) of $6,532.00 for this door & it had issues at delivery that persist.
  I've attached the original complaint documenting our frustrations so that you may see the history.
  Pella threatened collection so we ended up paying the $400 we originally withheld.
  I've also attached pictures of the left and right (damaged) sidelight.

  

  Business Response

  Date: 09/12/2022

  Mr and Mrs. ********* we are working to address your
  concerns with your ********* ***** **** as we have in the past when there were
  any issues you wanted addressed.  Due to this being a ThermaTru Entry
  Door, we must go through ThermaTru for any warranty and/or service related
  concerns.  We submitted a service request to the manufacturer shortly after
  you had originally brought these new concerns to our attention.  We are
  currently working with the manufacturer to gather all the necessary information
  they need to expedite your concerns and get any warranty related issues taken
  care of.  The latest communication from the manufacturer was on 9/8 and
  stated they have submitted all the information to their service team and their
  team will be in contact with us regarding your concerns as soon as next
  week.  Again, we are working to resolve your concerns as quickly as
  possible and we should be in contact with you again next week after our next
  communication with the manufacturer.

  Customer Answer

  Date: 09/14/2022

   I am rejecting this response because: 

  We appreciate a response by Pella as until now, we had received no communication at all.  Thank you to the Better Business Bureau for helping elevate our concerns. 

  That said, Pella is still not taking ownership of this problem and is deferring entirely too much to the door manufacturer.  Pella sold us the door.  We paid Pella in full. Our purchase contract that we signed was with Pella.

  We feel there needs to be a greater sense of urgency to repair the door.  The door was expensive and it leaks.  It needs to be fixed immediately.  This delay in coming to our home to fix it is unacceptable. Winter is approaching. 
  
  
  

  
  

  

  Business Response

  Date: 09/27/2022

  I am sorry that the Whiteside’s feel like they have not had
  any communications from RCP, but that is not a factual statement.  We have contacted them several time via phone
  and in person, and ****** ******* (our door supplier) has contacted them also.  As for not taking ownership in the issue, We
  have taken ownership of the issue they are having,  we do not make the doors we are only a
  reseller, and as a reseller we have to follow the supplier’s processes, and we
  did.  This unfortunately did not meet the
  Whiteside’s expectation. There was not much else we could do.  As for them paying in full on the contract
  they signed with us, they did pay on full, and we fulfilled that contract in
  full.  They are complaining about a warranty
  issue.  We have been actively advocating
  for the Whiteside’s.  We could not send
  our service team to work on the door, as that would have voided their warranty and
  I am sure the Whiteside’s do not want that to happen.  As of 9-27-2022 ****** ********s service tech
  has been to the Whiteside’s home and their door has been repaired.  Per our contacts with the PD service tech the
  Whiteside’s are now happy.  As I said
  earlier, we have done what we could and were following the processes of our
  vendor for warranty work, and with all of the supply chain issues being taken
  into consideration, this repair was done in as timely a fashion as possible,
  and in accordance with the warranty on the product we sold them.  Tell us why here...

  Customer Answer

  Date: 10/06/2022

   I am rejecting this response because:
  

  The ************** service rep came and replaced a piece on the bottom of the sidelight of the door.  The rep was extremely professional and explained everything he was doing.  Sadly, as ************** is now aware, the repair did not work, and the new piece that has been installed is already pulling away from the glass.  The rep has contacted us and let us know a more drastic repair will now be made as the issue is bigger than first thought.  The rep is awaiting repair parts and will contact us as soon as the parts are in.  We sincerely appreciate **************'s excellent, timely and professional communication style and quick follow-up. We still stand firm on our belief that Pella is ultimately responsible as our contract is with Pella.