Complaints

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

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• 

  Pella Windows & Doors, Inc

  1940 Opdyke Ct Ste 100 Auburn Hills, MI 48326-2476

• 

  Pella Windows & Doors, Inc

  33238 Woodward Ave Birmingham, MI 48009-0902

• 

  Pella Windows & Doors, Inc

  23481 Eureka Rd Taylor, MI 48180-5230

• 

  Pella Windows & Doors, Inc

  3280 S Rochester Rd Rochester Hills, MI 48307-5044

• 

  Pella Windows & Doors, Inc

  3256 Washtenaw Ave Ann Arbor, MI 48104-4250

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:06/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have pella windows throughout our whole house called twice biggest mistake i ever did would advise no one to use Pella windows ,no customer service. Called twice to fix 2 window's no one picked up said they would continue on text no one followed through then they said someone would call no one did.Still waiting been over 3 weeks now since the 1st call.

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service 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.

  Tried contacting pella windows on several occasions. They just give a run around and ask for tons of info and never followup. They are avoiding fixing issues under warranty in my opinion.

  Business Response

  Date: 03/26/2025

  Thank you for bringing the complaint from ******* ******** to our attention. We sincerely apologize for any inconvenience she has experienced in reaching out to Pella for assistance. We understand her frustration and appreciate the opportunity to address her concerns.
  The customer initially contacted our service line on March 10. On that day, our company transitioned to a new **************** System, which unfortunately resulted in delays for many customers, including customer ********. As part of the process, she then utilized our online chat service. During this interaction, our team asked several questions to assess the situation and determine the appropriate course of action. Due to the new system, some customer data did not transfer correctly, requiring additional information to proceed. As a result, a new service ticket was created for her on March 11.
  ******** followed up on March 12 via text message, and we responded promptly. We explained that we were working to confirm the trip charges, which were impacted by the transition to the new system and would call her back as soon as possible. On March 13, our service department left a message to schedule a service appointment.
  On March 25, ******** contacted us again to update her payment information, which allowed us to schedule the service appointment for April 22. We also received another inquiry from her regarding the quote, and we left an additional message addressing her question.
  We are fully committed to resolving this matter and are scheduled to visit the Paknikar's home on April 22 to address the cracked glass issue. As we continue to adjust to our new service systems, we are confident that we will be able to efficiently resolve the matter moving forward. If the warranty applies, we will proceed with the necessary repairs in accordance with the terms of the warranty. Should there be any additional charges, we will clearly communicate them to the customer beforehand.
  We appreciate the customer's patience during this transition, and we are dedicated to providing the level of service she expects from Pella. We will continue to respond to any further inquiries she may have and are committed to resolving this issue to her satisfaction.

  Customer Answer

  Date: 03/26/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  From the correspondence from Pella it makes it seem as though they were prompt in responding. What they fail to mention is that they caused a lot of time waste and confusion on my end, while I was on hold for several hours and they couldnt provide a proper case number or followup from day one. One time I received a voicemail but they left the general service line, when I called they needed more time to gather info, then I got a call back saying they already have my payment information. 
  

  Until this window is installed and the payment is cleared up I am not satisfied, I also feel they have disregarded the hours and time and effort its taken on my end to make sure they resolve this issue. 

  
  Regards,
  
  Dee P

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had all my windows and doors replaced with Pella, The door they installed in my walk-out basement leaked. they tried to tell me it was a basement and could leak, but my old door never leaked. It took 4 trips from them before they repaired corrected the issue they made on installation, the issue i have is there is damage to my floor. i just had my home remodeled and there is some damage due to their door leaking. Pella took pictures and said they would contact me this has been several months. All i want is my floor repaired. I wolod not recommend Pella to anyone

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 our windows in March of 2023.Initially the process was smooth by placing the order and quickly having a representative come out to measure the windows. However, when it came time for the first installation, technically the second as the first was canceled due to weather at no fault of Pella, 10 of the 13 ordered windows were measured incorrectly and therefore could not be installed.Therefore, new measurements were taken at this installation and a rescheduled date was scheduled. In the meantime, we had 10 ill-fitting windows taking up an entire car space in our garage for nearly two months.During this time my husband and I were constantly in contact with a representative at the office, ****, in an attempt to find out what could be done to make this situation right. However, for nearly six weeks of calls and being told repeatedly that he could not make any decisions and his manager ****** was who we needed to speak to, we were told we need to wait for the remaining windows to be installed prior to any discussion being done about compensation.When the properly measured windows were finally ready, an install date of August 29, 2023 was scheduled. At that time, all windows were installed but one had a crack in it, a screen was improperly measured, and a cover for the window to slide on was too small.Again, as of today while writing this review on December 20, 2023, those issues have not been addressed despite it being 20 degrees outside and having a window with a larger crack.Today, a representative came out to fix the above issues however the replacement window also was broken and the screen was measured incorrectly. Therefore, another date for installation had to be rescheduled in February to allow time for the replacement parts.Throughout this process, my husband and I have missed now six days of work and are pending a seventh, have had to repeatedly deal with severely subpar customer service and have received a faulty product.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 windows on July 17, 2023. Pella required 100% payment up front. We paid ****** for the windows and door wall on the back of our home to be replaced. We ordered high end windows.The windows were installed on September *****, 2023. There were two installers who seemed to be competent however they left in a hurry and the windows were filthy, hardware was broken, leaking air in, our walls were dirty, a screen was damaged, glue was left inside the triple pane windows and could sloppy inside the double pane windows, the blinds inside the windows dont work, and the casing inside our home that should be around the window was not finished for 4 of the 10 windows. No one followed up with us the next day but they did contact us a ***** later to say that the trim would be in by December. Three months after the install. When we attempted to contact the scheduling manager we were lied to and told he was in a meeting but he was really on vacation. The scheduling manager did apologize and told us that the reason for the delay was that the trim is an odd size but he would call around to see if they could get it sooner from a lumber yard. He was supposed to call back in two days but never contacted us again. The next call we got was November 13 to schedule some of the repairs on January 2. We were the called on December 8 to say the trim could be installed on Monday the 11th. The installer arrived on the 11th only to find that they did not have all of the pieces to finish the trim! The installer let scheduling know however all day went by on the 12th with no contact from Pella. I finally called them late in the afternoon on the 12th and our POC ******************* didnt seem to care that the job was still unfinished. She did inform me that they would now have the trim in by FEBRUARY. This will now be over six months from initial payment. They have zero customer service and dont really care because they already have our money. We dont know where else to turn

• Initial Complaint

  Date:09/28/2023

  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 June, we engaged Pella to repair windows in our home. It look a while but we finally got a service person to visit and assess what work was needed. He insisted we needed to entirely replace the glass on the windows which we didn't agree with, but he was the professional so we believed him, and duly paid the service fee. He also ordered a crank for a kitchen window that needed replacing to ensure proper ventilation. We didn't hear back within a week as promised so continued to follow up for the estimate - after engaging repeatedly with Pella, we finally received our estimate after 3 weeks. We went back and forth because of a number of discrepancies on the estimate vs what we discussed in person about the repairs - mainly the one in our child's room, where a crack is perpetuating more extreme temps (it's often the hottest or coldest room in our home.) Between that and the crank allowing for proper kitchen ventilation, these were safety issues. After we finally sorted out what work needed to be done, they scheduled us for repairs, 2 whole months later. We waited patiently, and rearranged our work schedules to accommodate the work window. The day finally came and the repair appointment was a total bust. The repair people took a look and mentioned that the service person who came originally was entirely incorrect in their assessment. What needed to be fixed was completely incorrect (the glass wasn't the issue at all), and the wrong part was ordered for the kitchen window crank. The techs further pushed that replacing the glass on the other windows would not fix our sealing problem at all, so they couldn't do anything to help. They were scratching their heads at our experience with the original service person and how incorrect their assessment was. We are officially moving on with another company entirely and never using Pella windows again. We would rather at this point get entirely new windows with a company that knows how to operate.

  Business Response

  Date: 10/03/2023

  We have researched this issue and confirmed this is not a customer from our ************ (*******)sales office. This complaint is from **********. Our ******* sales branch was not involved in this transaction. This issue will need to be resolved with the office where the transaction took place. 
  
  ************************* Manager Pella Windows and Doors (PWD LLC) ************, ** 48326 

  Customer Answer

  Date: 10/03/2023

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:07/17/2023

  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.

  We purchased a door from Pella, the ***************************, over 2 years ago. Last year we finally got the door installed, the door was not inspected prior to delivery and installation. When the door was being installed, and our previous door was already removed, we noticed our new door was damaged. Pella order a new panel and a year later we are still waiting for the them to fix the door and complete the installation job that was not finished. We are sitting almost 3 years later with a damaged unfinished door. We have been tireless calling to get updates and there has been zero response. We have been told by the horrible customer service team that they are waiting for the panel and that the project manager will call back with updates, and there has been no calls back at all. We love our home and this has been a huge disappointment and challenge to deal such an irresponsible company. We paid a lot of money for the door, and its poor workmanship, customer service is absent, quality is poor, and management is unresponsive. Is unfortunate to find companies that want to take advantage of their customers and sell you dreams. I will never recommend Pella products to anyone.

  Business Response

  Date: 07/18/2023

  We have researched this issue and confirmed this is not a customer from our ************, ** (*******) sales office. This complaint is from *******. Our ******* sales branch was not involved in this transaction. This issue will need to be resolved with the *******, ** sales branch where the product was purchased.

  
  ************************* Manager Pella Windows and Doors (PWD LLC) ************, ** 48326 

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the home 8/22. New door had been ordered by previous owner. Cost of door is $9536.20. Pella installed, door made by ******* in *********, **. Door installed 9/22, installer said door not level and insisted on ordering another. 2/16/23 new frame, not door arrived for install. Old door and sidelights removed to attach to new door frame. During the process of installation, the installers damaged the door, sidelights and frame in multiple places. 2x4 framing from our home structure door frame was removed and never replaced. Pella manager present said this is how they do things. After checking with other companies, Pella corporate and ******* we have been told absolutely not done this way. Pictures were taken and we were told someone would get back to us. Never did. Have called for 8 weeks to the Pella Franchise in ************, no one will talk to me or return calls. They said that ******* has to approve it. Spoke with ******* and they have no knowledge of the damage or request. Spoke with Pella Corporate and they state that they are not responsible for franchises. Worried about structure of home as the door leaks and there is a lot of damage to door. Exposed wires for doorbell, screws uncovered on interior.

• Initial Complaint

  Date:01/30/2023

  Type:Sales and Advertising 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 ordered Pella windows and patio door through Lowes. This was a mistake for the initial installation, but that is a separate issue. We had a misfit on the door and a Pella rep came on Aug 5th, 2022 to evaluate and determined the door panel was slightly warped. They ordered a replacement and scheduled an installation. Twice now Pella has lost the replacement part and we are now scheduled for March 23, 2023 for the replacement, assuming it doesn't get lost a third time. Eight and a half months seems a very long time for a warranty repair.

  Business Response

  Date: 01/31/2023

  We have researched this issue and confirmed this is not a customer from our ************ (*******) ********************** sales office. This complaint is from ************, **. Our ******* sales branch was not involved in this transaction. This issue will need to be resolved with the office where the window was originally purchased.
  
  ************************* Manager Pella Windows and Doors (PWD LLC) ************************************

• Initial Complaint

  Date:01/24/2023

  Type:Sales and Advertising 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 window lost its seal within 3-4 years of installation. Were having to pay labor cost $150 per hour to replace. Were retired. Thats a lot of money for a window tact is supposed to be quality materials.

  Business Response

  Date: 02/06/2023

  We have researched this issue and confirmed this is not a customer from our ************, ** (*******) sales office. This complaint is from ************, **. *********** sales office was not involved in this transaction. This issue will need to be resolved with the location where the Pella product was purchased.
  
  ************************* Manager Pella Windows and Doors (PWD LLC) ************************************