Complaints

This profile includes complaints for Pella Replacement Windows & Doors of Chicago's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pella Replacement Windows & Doors of Chicago has 5 locations, listed below.

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  Pella Replacement Windows & Doors of Chicago

  4301 11th St Rockford, IL 61109-3027

  
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  Pella Replacement Windows & Doors of Chicago

  840 Willow Rd Northbrook, IL 60062-6823

  
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  Pella Replacement Windows & Doors of Chicago

  7805 W 159th St Tinley Park, IL 60477-1343

  
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  Pella Replacement Windows & Doors of Chicago

  6710 Broadcast Pkwy Loves Park, IL 61111-4410

  
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  Pella Replacement Windows & Doors of Chicago

  1600 16th St Oak Brook, IL 60523-1302

  

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

• Initial Complaint

  Date:09/01/2022

  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.

  Pella Corporate Order # ***JROJKY Quote Number ******** Price ******** Transaction 06-30-22. On 6-30-2022 I was not told that they would get the money if approved and I will start paying for the product before installing the door. What was told to me did not happen just a lot lies. Since I received a bill, I am starting to get concerns because I am not receiving any return calls from salesman about my concerns. I am a senior citizen and I feel as if Pella Corporation is taken advantage of me. I want a refund and to never hear from this company again with this bad service. The salesman stated I would receive an emails with the contract never happen. I received an USB which is no use to me. However, salesmen finally sent a memo on 8-31-2022 because he talked to ******** and they informed him I was requesting a cancellation and requesting the money to be put back on the account. Therefore, salesman finally decides to send a memo stated I cannot cancel the order even if they cannot produce the product. Therefore, ****** states that I have to pay even if the door has not been installed. This is the understanding of the memo that was sent to me unreal never heard or such a rule or law. This situation is out of control. In the letter the salesman stated he could not take a call from me because he was with another customer but with our order, he took two calls I guess it was okay to lie any excuse to explain not getting back to me. I feel if Pella Corporation is having a problem it should not fall on the customer. A representative states it is a backorder for 6 months or more but they are still collecting money. I do not know who I talked to on 8-30-2022 at Pella Corporation but they informed me the order had been cancel another lie to get me off the phone. Therefore, I called ******** to let them know what was told to me. I never saw the actual contract.

  

  Business Response

  Date: 09/13/2022

  ******************,

  Thank you for reaching out to Pella regarding your pending order. As discussed with our sales manager, *****, on 9/7/22, this order is beyond the point of cancellation per the signed contract (please see attached). ***** is working to see what can be done regarding your financing terms on your order.

  Should there be any further items you wish to discuss, please feel free to reach out to our Project Coordination team at **************.

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & **********************

  ********************************************* - Retail Division

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into my house in 2018 and Pella Windows were installed in 2007. The last year or so, our windows have been giving us tremendous problems. Water started running down our walls, our window casings were becoming warped, and our windows were being COVERED in mold. We have 2 little children who were in bedrooms with windows (that we continually tried to clean) covered in mold. IIt turns out (we were unaware of) that Pella had a lawsuit against their windows regarding window damage, warped wood, etc. I contacted corporate and they said there was nothing they could do. It didn't seem like much of a solution for a very high-end window company. I can't begin to tell you how disappointed we are in the lack of empathy. These are extremely expensive windows that are apparently horrible quality and dangerous to have in a home. I can't believe Pella offered no solution to a problem this serious.

  

  Business Response

  Date: 08/26/2022

  ******************,

  Please see attached copies of our warranties. As your units were installed in 2007, the issues mentioned fall outside of the given warranty periods (10 years for Non Glass Components, 2 years for installation). 

  While we are unable to service the windows, we can provide some solutions for the issue mentioned:

  To address the mold, use a mild bleach solution and sponge to remove the existing mold. The bleach will ensure any microscopic lingering mold is killed off moving forward. Mold typically forms on windows that collected condensation in the winter months when the temperatures and humidity inside the home are higher than those outside. This is a normal occurrence that homes have throughout. If the condensation is not given the opportunity to expel back into the remainder of the home - usually due to a blind or curtain - it will linger on the window and over time mold will begin to form as it thrives in cool, damp, and dark areas. To ensure prevention moving forward, allow your windows time with the blinds or curtains opened throughout the cooler months.

  We hope this information helps moving forward.

  Kindest regards,

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

  Customer Service Supervisor

  ********************************************* & **********************

  ********************************************* - Retail Division

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2021 I purchased a wood entry door from Pella sold by ********************* at the Pella retail store in ********** (location since closed). The install was scheduled for February and cancelled last minute. Rescheduled again and canceled last minute. Rescheduled again and no show. Finally installed April 2022. The installer did a terrible job with messy caulk, incorrectly installed interior trim (the latch hits the trim), shredded the weather strip, and poor lead paint precautions. The door itself also had imperfections. After multiple emails and phone calls, Pella finally sent out a knowledgeable installer who fixed a couple of the issues but had to order a new weather strip and come back to finish correcting the other issues. ****** and her supervisor ***** in the Rockford office are unresponsive to my emails and phone calls. I am at a loss for how to get Pella to reply and fix these issues.

  

  Business Response

  Date: 08/26/2022

  ********************,

  Thank you for your patience while our team works to bring your door installation to final completion. Based upon the notes from our previous appointment, there appears to be a few items of quality concern that require replacement; namely the door panel and weather stripping. I can assure you these items have been reordered; however, the lead time on the door panel is longer than anticipated from manufacturing. Much like a majority of the manufacturing industry, our production has seen a larger influx of orders these past few months that they are working to process. This has in turn pushed our lead times on certain product out beyond our typical lead time.

  Nevertheless, the communication of this timeline is key and an opportunity for improvement for our team. As such, a member of our Project Coordination team will be reaching out to to convey the full set of details with you regarding the timeline of your replacement components.

  We appreciate your understanding as we work to bring this to final resolution and furthermore thank you for selecting Pella for your door replacement needs.

  Kindest regards,

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

  Customer Service Supervisor

  ********************************************* & **********************

  Northern Illinois - Retail Division

   

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased patio door (including screen door) in Feb 2022 with promised instead date no later than June 15, 2022. Installed the doors on April 5 2022 with a promise of the screen door being delivered and installed by June 15,2022. Since the promise date has passed I've emailed *************************** at Pella June 21, no reply; June 27, July 10, July 23 no response; along with multiple calls. According to another representative July 11 that the screen door was arriving in warehouse that week. Calls and emails are no longer being replied to. I simply want Pella to fulfill their contractual obligation of delivering and installing a screen door that was part of our original purchase

  

  Business Response

  Date: 08/07/2022

  ******************,

  On behalf of Pella, I would like to thank you for your patience as we seek to complete your order. Strains on our manufacturing have caused lead times on our orders to fall outside of our standard.

  Regarding your screen, an appointment appears to be scheduled for August 11th to have the screen installed by one of our technicians. If not already done, a member of our project coordination team should be reaching out to confirm this appointment.

  Thank you again for choosing Pella for your door replacement needs.

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & **********************

  ********************************************* - Retail Division

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17666360
  
  I am rejecting this response because: I have responded promptly with an email to the project coordinator manager, *********************, approximately 8 minutes after they had emailed me an installation date, notifying them that the date is not convenient and was trying to reschedule. I had received no response to the email or the number provided of ************. I have tried calling both on August 4th and August 5th in which a prompt has told me to try contacting back on another business day. Five days have now passed with no response.

  It is understandable with the delays due to production, however, the lack of response has been unprofessional.  

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

  

  Business Response

  Date: 08/25/2022

  ******************,

  On behalf of Pella, I would like to first thank you for your patience as we work to complete you installation. Much like a large majority of the manufacturing industry, our production has seen longer than anticipated lead times on various product lines and components - our screens being one of the most heavily affected. While these delays in production our outside of our control, the communication regarding status is well within our control and I sincerely apologize for the lack thereof. 

  Nevertheless, from what I understand, we were able to successfully complete the installation of your screen door on August 11th. Should there be anything further that arises surrounding your installation, please feel free to contact our Project Coordination team at ************; a member of our team would be more than happy to assist you further.

  Thank you again for patience and for choosing Pella for your door replacement needs.

  Kindest regards,

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

  Customer Service Supervisor

  ********************************************* & **********************

  Northern Illinois - Retail Division