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Business Profile

Window and Door Installation

Pella Windows & Doors, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Window and Door Installation.

Complaints

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

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Pella Windows & Doors, Inc has 8 locations, listed below.

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    Customer Complaints Summary

    • 30 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/15/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Our windows were installed the end of September and were paid in full at that time. Our mistake for paying before the job was finished. Full screen windows arrived but not ordered.. We ordered 1/2 window screens. They finally were delivered in November. There are brown streaks on some outside windows that were addressed earlier, but not all were cleaned up. There is condensation on some windows, this was addressed as too much humidity inside the house. There is damage to a bedroom wall that needs sanded and repainted. There is a broken marble window sill that is sitting in stock, but waiting to be installed. There are two ***** that need to be finished out underneath, as cold air is coming in. There is small damaged to the vinyl on an outside window, and two window sash's to be replaced. All this work is pending from September. We have had two service men out to address the issues claiming it will only be a couple more weeks. We should not have paid until the job was completed. We are so disappointed by Pella. We thought they were top quality, but we are not seeing it in their craftsmanship or service. We would not recommend this company to anyone.

      Business Response

      Date: 12/20/2022

      We have researched this issue and confirmed this is not a customer from our ************ (*******) sales office. Our ******* sales branch was not involved in this transaction as ******, OH is outside of our ************, ** service area. This issue will need to be resolved with the location these windows were purchased from.

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

      Customer Answer

      Date: 12/23/2022

      [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,

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

       

      Yes I am referring to the Pella Windows on *****************************************************************************

    • Initial Complaint

      Date:11/30/2022

      Type:Product Issues
      Status:
      Answered
      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 a Pella product that failed and it is impossible to get service. The local store does not offer service. I was given a phone number and an extension to call for service. Every time I call get a message that I am "number 1 in the queue." However, no one every answers, instead an illegible message plays. I leave a message as I assume that is what is requested. I have never received a return call. I have left 5 messages to date. I have no way of getting service. I spent a lot of money on this product. The company is apparently failing. They certainly do not stand by their products. I intend to post my experience everywhere as well as online in our local community listserv.

      Business Response

      Date: 12/01/2022

      We have researched this issue and confirmed this is not a complaint related to our our ************, ** (*******) sales office. This complaint is from ********, **. Our ******* sales branch was not involved in this transaction or service request. This issue will need to be resolved with the Pella ***************** team out of Pella, IA.

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

    • Initial Complaint

      Date:11/22/2022

      Type:Product Issues
      Status:
      Answered
      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 August 2021 I needed a new rolscreen. Called ******** doors, they sent a technician & ordered the part even though it had been discontinued and can no longer get additional parts that were needed. After $600 into this Im left with a rolscreen that will not retract. Im asking for credit of money put in . Getting no response from ******** Doors and issue is still unresolved after 1 1/2 years. Please help

      Business Response

      Date: 11/23/2022

      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 and BBB complaint will need to be resolved with the office where the window was originally purchased.

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

      Customer Answer

      Date: 11/25/2022

      [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:]

      Regards,

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

    • Initial Complaint

      Date:11/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Patio Door installed Nov 2021. Screen door was missing.Company lost the screen door. Next install for screen door was to be in June of 2022.Installer came out but left and didn't do the install due to missing a track. Company would need 6 more mos to get a single track.Next install Nov 2022 same thing happens again. Representatives at the company do not know what they are doing. There is no customer service, no sense of urgency, no responsibility. Absolutely discusted.I want my money back. Project is paid in full and still not completed 1 1/2 years from order placement.

      Business Response

      Date: 11/02/2022

      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 items were originally purchased.

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

    • Initial Complaint

      Date:10/03/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Purchase window from Pella for an addition, to make sure it matched the rest of the house. What a mistake this was.Original delivery time was 4 weeks. We are now in week 11 and no one can give me an answer. Finally a rep from Pella says itll be 10 more days. Thats almost 13 weeks for 1 window production.We have a whole on the side of the house with the climate dropping fast. All exterior work has been halted as we wait for these people to deliver our 1 window. We also ordered a special order Door from Thermathru who delivered the door in 10 days.

      Business Response

      Date: 10/04/2022

      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:09/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 a house almost 4 years ago and the house came with paella windows and doors and I noticed every single window has a gap at the bottom of them and called several times and all I keep hearing is the warranty just expired and someone would call me back but never hear anything back from them ever

      Business Response

      Date: 09/22/2022

      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 location these windows were purchased from.

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

    • Initial Complaint

      Date:08/27/2022

      Type:Delivery Issues
      Status:
      Answered
      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 contracted through Lowes to purchase and install 16 impact-resistant hurricane windows October 21, 2021. Delivery was delayed to 5/9/22 but wrong window kits, and 2 damaged windows. 6 of *************** May with 10 stored in our garage displacing lawn tractor, etc. Replacements ordered mid June with estimated 8/5 delivery, then 8/19, now mid Sept. We noted wrong transom window in mid July when moving windows to get to garage water turn off. Took weeks for ordering & that delivery eta sometime in October 2022. Pella has many many complaints. We are not alone in dissatisfaction with Pella customer service.

      Business Response

      Date: 08/29/2022

      We have researched this issue and confirmed this is not a customer from our ************ (*******) sales office. As stated in the complaint, the windows were purchased through Lowes, not through our Pella (*******) sales branch. Our ******* sales branch is not a manufacturing facility and does not set nor control the time lines for production or for product availability. This issue will need to be resolved with the Lowes store these windows were purchased from.


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

    • Initial Complaint

      Date:08/24/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Ordered windows ***************** in April 2022, delivery in July. Then it moved to September 6th due to tesla buying all the resin in the world apparently. Then it moved to August 8th. Awesome, but a lie. Then to August 30th as one window was yet to be finished. Then to September 15th said they are still in production. This isn't ****** as I was listening to pella employee saying this stuff. So much for customer experience...why lie. Just tell the truth.

      Business Response

      Date: 08/25/2022

      We have researched this issue and confirmed this is not a customer from our ************ (*******) sales office. As stated in the complaint, the windows were purchased through Lowes, not through our Pella (*******) sales branch. Our branch is not a manufacturing facility and does not set nor control the time lines for production or for product availability. This issue will need to be resolved with the Lowes store these windows were purchased from.


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

    Pella Windows & Doors, Inc is NOT a BBB Accredited Business.

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