Complaints

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

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• 

  Pella Mid-Atlantic, Inc

  12100 Baltimore Ave Ste 1 Beltsville, MD 20705-1374

  
• 

  Pella Mid-Atlantic, Inc

  7505D Leesburg Pike Falls Church, VA 22043-2104

  
• 

  Pella Mid-Atlantic, Inc

  7613 Wisconsin Ave Bethesda, MD 20814-3651

  
• 

  KC Company Inc Pella

  105 Annapolis St Annapolis, MD 21401-1360

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:06/17/2024

  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.

  I contracted with Pella to have 2 security entrance doors replaced in my home. After the first installation attempt I complained to the company about the horrible workmanship and incorrect installation. I also complained about the quality of the doors which were way over priced at ******* each. The installation was done so poorly a manager came out to my house to inspect them. He said the installation was horrible and promised me it would be corrected. Nothing was said about the way over priced doors. He had a new crew come out to remove both doors and attempt to correctly install them. They did not finish the job that day and I was told I would need to wait a couple weeks while they ordered parts. They returned today for the third attempt at finishing the job and were unable to do so. Though the doors are better installed this time, they are still not up to the standards their company claimed to live by. More damage was done also. At this point I want a refund so I can hire a new contractor to finish this job up properly. To charge ******* for 2, 6 panel basic metal doors and 2 screen doors is criminal in my mind and people need to know how this company operates before they contract with them.

  Business Response

  Date: 07/24/2024

  We certainly sympathize with ********************** complaint, and we do concede that the original installation was not up to our typical standards. However, after the date of this complaint we did return to the property again on July 15th to correct all outstanding issues. At that time ****************** signed off that all work is complete, and we have in good faith fulfilled the terms of our contract. ****************** has a warranty with Pella corp. that we will certainly uphold should any issues arise in the future. We consider this matter closed at this time.

   

  Thank You

• Initial Complaint

  Date:06/12/2024

  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 purchased about ***** windows and doors from this Pella distributor and they delivered a $5K+ door that was not in line with the measurements in my contract. They told my contractor to install the door and that they would pay to produce the new door and install it. They delivered the new door, but are now refusing to pay for the install. The install costs $2K and they are putting me in a position to pay twice for an install due to their mistake. I have an unstable and unsafe door in my kitchen with two small children in the house and need them to install the new door right away.

  Business Response

  Date: 07/24/2024

   

  **************** signed a furnish only contract with our company for several windows and doors. Installation was never part of this contract, and thus our company was under no obligation to provide installation services free of charge. We did however offer to install the door in question at a very discounted price. The customer refused our discounted offer and as a good faith gesture we ultimately decided to proceed with installation at no cost to the customer. The installation was completed today, July 24th. We consider this matter closed. 
  

  Customer Answer

  Date: 08/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  However, I was dissapointed in the lack of accountability shown in the written response. Pella did not have any requirement to install the door originally. Their only requirement was to deliver the door according to the specs in the contract, which they failed to do. When that occured the right thing to do would have been to contact me and let me make a decision on the next steps. However, the sales rep did not have the decency to do that and made a decision on my behalf that resulted in me and my family living in a house with a dangerous door for an extended period of time. This is unnacceptable. An apology for messing up the original door and for not contacting me, the paying customer, and making a decision that was out of your purview is in order. I have 9 more windows I am planning on replacing in the 2nd half of this year, and I thought that the install team was fantastic and I was pleased with their work, at that point I was considering moving past this and purchasing my windows through this Pella distributor. But after reading this response where no accountability is taken and the fact that I have never been contacted in any way to make this situation right by anyone in the organization seals the deal that we won't be working with this distributor again, and we will make sure all of the neighbors coming by and asking about our remodel are aware that they should stay away.

  Regards,
  
  ***************************
  

  
  

• Initial Complaint

  Date:04/24/2024

  Type:Customer Service 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 storm door (2 of them) in November 2020 (customer # *********** and one screen door needs to be replaced. I have had no success after multiple[le contacts with their service department at all. They claim to have received my request on April 10, 2024 and that within 2 days I would hear from them. Today is April 24 and still no response.

  Customer Answer

  Date: 04/29/2024

  I was finally contacted by Pella last week after I filed and they claim they had tried to contact me in mid-April. I have no record of this communication HOWEVER they did set up a service call date so this is closed.  Thank you

  Business Response

  Date: 05/07/2024

  Hello All,

  We made contact with ******************** on April 25th and we have a confirmed service appointment with the customer today, May 7th. We are committed to honoring our warranty and we will make any repairs / replacements as needed. We consider this matter closed.

   

  Thank You,

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

  Customer Answer

  Date: 05/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  Date:04/10/2024

  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.

  I have made multiple purchases from Pella Mid Atlantic, and each time they have failed to deliver the windows free of defect. This causes delays in delivery, entire missed seasons for install, and perhaps most importantly - my home being exposed to the elements as a result of Pella Mid Atlantic's constant need to replace the windows. Specifically, out of four separate orders I have made, totaling over $45,000.00, each of the deliveries has been made with damaged windows - with at least two instances where they accepted full payment knowing the windows were complete damaged and unusable. I am seeking equitable relief from Pella Mid Atlantic for the lost labor costs, delay in delivery, and damage to my home from exposure to the elements.

  Customer Answer

  Date: 09/27/2024

  This dispute is in regards to disputed charges for $6,746.09 related to damaged windows that I received from Pella Mid Atlantic. I have made five (5) orders, totaling over $45,000.00, in payments to Pella Mid Atlantic for windows in the last year or so, and each of those orders have arrived damaged, with many totally unusable. The types of damage vary by the window, but include: broken glass, broken/twisted/scratched/cut/ripped vinyl, damaged or missing wood jamb extensions, unsealed or escaping gas seals, protruding/bursting insulating foam, crushed or compressed corners, and non-working windows (open/close issues). Shortly after we were unable to reach an agreement with Pella Mid Atlantic (Pella refused to replace all the damaged windows), I filed a dispute with my credit card for the damaged windows. The credit card company investigated the dispute, engaged Pella Mid Atlantic, and ultimately decided against Pella Mid Atlantic, and refunded the amount of the dispute to my credit card account. A few weeks/months after the credit card dispute was decided in my favor, Pella Mid Atlantic took the unusual step of entering a debit against my account and began billing me for the chargeback. They also added on nearly $3,000.00 in charges that are unrelated to my account (presumably as a de facto "penalty" to spite me), and indicate they are unsure of what they are. Thus, I am now being billed $9,455.17 from Pella Mid Atlantic, which I dispute entirely. I am seeking: 1) A correction to the billing activity/records, correcting it from $9,455.17 to $6,746.09; and 2) A refund/billing correction/credit of $6,746.09 related to the damaged windows.

  Business Response

  Date: 10/11/2024

  All,

  We have been working with Mr. ******* regarding his complaint of defective windows. We offered Mr. ******* a credit of $2,000 as compensation for these defects, which he accepted. Unbeknownst to us - he also charged back an additional $6,746.09 to his credit card. By his own admission - he simply picked a number that was 25% of the contract price of one of his orders. This temporarily created a past due balance of almost $9K and Mr. ******* did receive an invoice with the wrong amount on it. We corrected this mistake and sent him revised invoices in both July and August of this year. We requested pictures and evidence of the additional windows he claims were damaged but we never received anything. Mr. ******* then stopped responding and had his attorney reach out to us. We have been contact with his attorney and Mr. ******* has agreed to pay a revised settlement amount. We will keep that amount private between both parties. At this time we consider this matter closed. 

  Thank You,

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

  Customer Answer

  Date: 10/26/2024

  Nonconcur with this response. It violates our settlement agreement.

   

  I want their note removed. 

• Initial Complaint

  Date:06/05/2023

  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.

  On May 18 I decided to use Pella to replace my back windows. On May 24 I called with concerns about being overly priced. The salesperson ****** stated I was receiving 47% discount for vinyl windows costing 26,000. I called on the 24th expressing my concerns about the cost, craftsmanship and quality of the vinyl windows. I stated I didn’t see a discount on my documents. I then canceled the measurement appointment until my concerns were resolved. In doing so, I received a call from a manager ****. I expressed my concerns to him and stating without the discount then the vinyl windows would cost 44,000. Again, I vocalize that was too high for vinyl. I wanted to maintain the craftsmanship of my current window moldings. **** sent pictures of some less desirable windows and moldings that lacked details and limited bevels which wasn’t of the same quality that I currently have. I tried reaching back out to **** asking if I could transfer the $2600 deposit to a front entry door and possibly a patio door being as though no measurements were taking so no windows were ordered. I have not received any form of communication since 5/31/2024. I’m simply asking to have an entry front door and patio purchase instead of windows because I do not like the quality of the vinyl window for the back of my house that have floor to ceiling windows. This seems reasonable and possible because Pella has not ordered any windows for my home. It seems that I’m being bullied into getting a product I’m not satisfied with.

  Business Response

  Date: 08/16/2023

  From: ************************** <***********@pellamidatlantic.com>
  Date: Tue, Aug 15, 2023 at 3:53 PM
  Subject: ****************** - Complaint ID ******** - Resolved
  To: *********************** <**************@mybbb.org>
  
  Hello ****************
  
  As the customer requested, we took their deposit and put it towards a new order for a front entry door and hinged patio door. The new contract has been signed by the customer and our manufacturer has begun production. The installation of the doors is on the schedule September 15th, which has been confirmed with the customer. She is now very happy. 

• Initial Complaint

  Date:05/25/2023

  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.

  I needed a replacement window after a break in at my business. I reached out to Pella as that was the type of window we had previously. I talked to a sales rep I sent pictures of the window and of the measurements and of the tape measure in the window as I had concerns to exactly the size that I needed. I was told that the sales rep would help me make sure everything was in line. After paying and ordering the window and eating 8 weeks for delivery The window did not fit it was about 3 inches too big. I was confused as I thought that the professional window sales rep would have know what I needed or asked questions or told me that I needed to get a second opinion. I thought the measurements were correct because I was told they were and why would I question the person doing the job that I am paying

  Business Response

  Date: 06/01/2023

  In a supply on project, a project in which we are only providing the window. The customer is responsible for the measurements, as we were never at the customer's home in order to measure the window for ourselves. To that end, the customer initialed the attached which shows he verified the sizing. Unfortunately the window was produced specifically for this customer as such it cannot be reused, therefore it is not returnable. 

  Customer Answer

  Date: 06/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I understand that I had verified the size but the estimate and proposal was provided by the sales rep. How was I supposed to know that he would provide the wrong information. You brand your company as window experts but you are asking the home owner to make sure that everything is correct. I did not create this order on my own I was forced to use a sales rep that was giving me false trust that he know what he was doing  I sent him the measurement clearly of 61 inches and i clearly sent pictures of the full window to make sure the size was correct. I don't see why i would have to correct the sales rep when his job is to assist with making sure things go correct and smoothly.

  Regards,
  
  *****************************

  Business Response

  Date: 07/17/2023

  From: ************************** <************@pellamidatlantic.com>
  Date: Mon, Jul 17, 2023 at 1:05 PM
  Subject: ***************************** - BBB Complaint ID - ********
  To: *****************@mybbb.org <****************@mybbb.org>
  
  Hello ****************,
  
  I see that this complaint (********) is still open so I just wanted to reiterate that sizing is not something we provide for customers on our delivery only projects. The sizing is given to us, by the customer, and we have them sign off on the sizing to confirm. This is exactly what happened in this case. There really isn't anything else we can do for this particular customer. So please close the complaint if possible. 
  
  Thank You, 
  
  *************************
  Pella Mid-Atlantic, Inc.
  Office **************
  Cell **************
  ************************************

• Initial Complaint

  Date:05/11/2023

  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.

  Entered into contract with Pella in 2011 to install Pella windows in all of house. Contractor for Pella, **** *******, Inc. came and installed windows. In the last month window bracket broke in upstairs window and one is about to fall out in living room. Another window has lost gas integrity. We called Pella and sent them a copy of our Pella contract. Pella responded by charging us $195 for a repairman to come to our house, with repairs to cost $200 an hour, and ******* came yesterday. ******* examined the windows and said they were not Pella windows. We had paid $6971 for Pella windows. I asked what Pella was going to do and ******* said after talking to his boss that Pella was not going to do anything as they were not Pella windows. I said that Pella was going to have to replace all of the windows in the house as we contracted for Pella windows and did not receive them from Pella or its contractor. We believe we are the victims of fraud by Pella and its agent, **** *******, Inc. and want to be made whole by them.

  Customer Answer

  Date: 05/18/2023

  From: *********************** <**********************>
  Date: Thu, May 18, 2023 at 9:34 AM
  Subject: Withdraw of Complaint
  To: <************@mybbb.org>
  Cc: ************************** <*************@pellamidatlantic.com>
  
  
  ****************-
  
  I want to withdraw the complaint filed on May 15, 2023, complaint no. ********.  I find no where on the BBB website that this can be done so would you do so and send me a confirming email.
  
  Thank you.
  
  ***********************
  ************
  

• Initial Complaint

  Date:05/10/2023

  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 placed an order with Pella Mid Atlantic for 17 replacement windows back in August 2022. The cost was $34,117 and we were told the windows would be installed in 3-4 months (November or December). In late January 2023, we were told that there was broken glass in our order and the install would be delayed 2 weeks to February 2023. When they finally came to install the windows 2-3 months after we were told they would, they installed the broken glass anyway and put duck tape on it, and every single window was incorrect as the exterior grids were white when they were supposed to be black. We were told the replacement of these installed windows would occur in 3-4 weeks. We scheduled a date to change out the broken and incorrect glass to April 17, 2023 (8 weeks later), however, since I started a new job on that exact date I asked to reschedule. The earliest they had was May 10, 2023. When they came to install the windows today, three pieces of glass were either damaged or had the incorrect color grids on the exterior. I was told I needed to pay my final payment, but could hold on to $250 until the 3 windows were fixed/installed. A $34,000 job should not have this many issues. We feel that we should get money off or keep the entire final payment due to the inconvenience this has caused us. According to Pella, this was not an option. We would like to get our final payment of $3,412 back from Pella. I have had to take off work twice now and rearrange my schedule, and it will be three times when they come back again to install the glass for a third time. It is interfering with my job and my time off at work. Anything you can do to help would be great. Thank you!

  Business Response

  Date: 05/23/2023

  This has been resolved with the customer, please close this complaint, thank you. 

  Customer Answer

  Date: 06/02/2023

  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:04/07/2023

  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.

  My husband and I entered into (2) written contracts with Pella Midatlantic during the summer of 2022 to replace approximately 26 windows and 2 doors at our residence. All that remains to be done now are the last 3 windows, and the door they installed needs to be either a.) adjusted, or b.) replaced. The door makes noise and cannot be latched shut or locked. We have been completely unable to reach anyone by telephone, and our messages have gone unanswered. We have been completely unable to reach anyone by email. Our email messages go unanswered. We had been promised a phone call from a manager named ****** by the last Pella employee to visit our home. We have never heard from ******. We were working with project manager *********************, who does not seem to be employed at Pella any longer. **************** was assigned to help us the first time our project seemed to go off-line. It appears that our project has fallen off everyone's radar for the second time at Pella, and that no one cares to step up and get this contract finished. If they do not plan to finish our project, we would like for them to release us from the remainder of our contract, so that we may hire another contractor to finish the job for us. If Pella does intend on fulfilling their contractual agreements with us, we need to know the date upon which they intend on doing so. Thank you.

  Business Response

  Date: 05/08/2023

  Customer is scheduled for an appointment to address this matter on May 19th. Customer was scheduled on April 13th for said appointment. ********************* our Director of Installation sent an email on May 3rd to speak with the customer. We have yet to receive a reply. 

  Customer Answer

  Date: 05/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Pella sent two guys today, May 19, 2023, with the idea that this project would now be completed after today.  .

  The problem with the door does appear to have been corrected.

  The bay window was installed.  However, there are (20) holes drilled through the interior trim surrounding the solid, stationary piece of glass in the bay window.  It looks as though some sort of anchor is supposed to be inserted into these holes, which in turn would keep this piece of glass anchored to the smaller windows on either side of it, and into the top and bottom of  the window opening of the house.

  I have sent Pella a request for contact ASAP, as I am now worried that this stationary piece of glass is not anchored properly to the side windows and/or the house.

  There is also a screen that is missing for one of the side windows to the bay window that open and close.

  So, the guys walked out believing we need a screen.  They must not be aware that they did not fill the holes with whatever is supposed to be there. 

  Regards,
  

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

  Business Response

  Date: 07/11/2023

  From: ************************** <**************@pellamidatlantic.com>
  Date: ***, Jul 11, 2023 at 2:36 PM
  Subject: Resolution for Complaint ID ********
  To: ************@mybbb.org <*******@mybbb.org>
  
  Hello ****************,
  
  I am reaching out regarding Complaint ID ********
  
  The customer requested that we finish her project in full, and we did in fact complete this project in full on June 28th. We have spoken to the customer and confirmed the project is complete. They also paid in full.

  Customer Answer

  Date: 07/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:03/30/2023

  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.

  Details: Date of the transaction: 12/05/2019 The amount of money I paid to the business: $5000 for my Entry Door and Double Sliding Door What the nature of the dispute: The business doesn’t respect their Lifetime warranty Whether or not the business has tried to resolve the problem: No, I have exchanged a lot of emails and they refused to fix my door. Merchant ID: ************ Unique ID: ******* Order ID: ********* The issues with our door appear to be from the installation of the hardware completed by Pella in December 2019. The fitting appeared to be too tight and we can clearly see cracks caused by pressure against the panel. And the front door has only endured normal use, we don’t have children or large gatherings at the house where people would regularly exert enough force to cause cracks since its installation. Due to local seasonal temperature changes in our area, we intentionally paid for a higher-quality, weather-proof door installation. And based on the following language in the warranty, we would qualify for either a repair/replacement of the defective part or refund of the original purchase price. Business answer: We see nothing that would corroborate your thoughts that the installation of the hardware caused the cracks in the door panel and frame. Any cracking in the panel or frame from improper installation of the hardware would have been evident at time of that installation. We maintain that the issues arose from the latch not being disengaged when an attempt was made to push the panel open. The Problem happened since this winter and everyone know that we have to turn the latch before pushing the door! Also, it’s not because the latch was lock because I have a lock on the latch. We can only lock the door with the deadbolt and the cracks are not around the deadbolt but around the latch.

  Business Response

  Date: 05/02/2023

  The email PDF that is included in his complaint is the email trail between **************** and our department. I also sent him the correct warranty for his product with specific disclaimer highlighted, and also attached to this complaint.
  
  The cracks on his panel are the main clue that the door panel was pushed while the latch was still engaged. If the hardware had been installed improperly, the cracks would have been at the screws, and they would have shown immediately. The cracks at the strike plate mounting screws would have shown immediately, if they were not pre-drilled at the time of installation. The door has been in for 3 years with no report of any issues to the Service Department until now.
  
  Also, the customer ordered the interior of the panel and the frame of the entry door unfinished. They should have finished those within 30 days of the installation. 

  At this time, as it was when we discussed this with the customer. Our assessment is the door frame has cracked from use and not from installation. In the attached warranty we cover defects related to product and from installation, unfortunately it does not cover misuse. 

  Customer Answer

  Date: 05/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  We are a couple with no kids and we perfectly know that we have to turn the latch before pushing the door, it’s just normal! We are doing a normal use of our door, we have bought a Pella door because they are supposed to have a great warranty.
  

  We paid a higher Price because we wanted a product with a good warranty, we just want Pella respect the warranty. 
  
  Regards,
  
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