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Business Profile

Windows

Pella Windows and Doors - Northland
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Pella Windows and Doors - Northland has 5 locations, listed below.

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:03/04/2024

      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.
      Review from ********** 1 star 12/27/2023 First and foremost, I want to say I love Pella Windows. BUT I will never ever contract with them again!I have had 7 windows installed. First time was through a contracting company that installed Pella Windows. The installation company was wonderful but getting the products from Pella was horrible. it was the delays in the time, the rescheduling of the appointments, their overall customer service! they blamed it on the manufactures, which, of course, is them. After the first five windows were installed, one window there was a gap and you could see outside. the contractor came out and said it looked like a flaw in the window , Pella sent a man out and said he needed to speak to someone else. Another Pella employee came and installed a new bottom half of the window. There were still a gap and the wind was still blowing through. After several more back-and-forths Between the contractor in Pella, a gentleman came out from Pella with my contractor here and said oh youre supposed to put in five shims not two! why did the first two Pella employees that came out did not know this as well as the contracto?. He stated *** been doing this a long time so I know these things and they dont. I asked him if he was going to let his employees know this fact that only he knew and he said sure Ill let them know. the other two windows that I had installed at a later date I went directly through Pella on these, and a representative sat down at my dining room table and said youre dealing directly with us. This will never happen again! Well, guess what the delays happened again, and again, when speaking with their customer service today, and expressing my disappointment to them, I requested that I not have to finish paying it off for the inconvenience. She was not helpful at all and said its not our fault. Well, if its not their fault, whos is it? Is it mine? Like I said very very poor customer services, and willingness to work with you.

      Business Response

      Date: 03/04/2024

      The delay issues outlined by *************************** are accurately stated. Her latest project contracted directly with Pella Northland was completed on October 5, 2023 during 1 installation day. Product delays from our factory and other suppliers did require us to reschedule the installation of her product. Our focus and commitment to our customers is to resolve any issues as quickly as possible, leaving them with a finished product in accordance with their contract and warranty. We do acknowledge that long lead times and rescheduling of installation are not the experience we desire for our customers. ************************** project is complete and her account is paid in full with no balance due. Pella Northland does not compensate customers for delays and reschedules. No credit or billing adjustment is warranted in this case. 

      Customer Answer

      Date: 03/04/2024

       I am rejecting this response because:
      I had no choice to accept it as they were going to put a Lean on my house if I did not! You are the company that made all the errors! Own up to the fact that you do not have good customer satisfaction! Own up to the fact that your company is untruthful! Own up to the fact that I should be accommodated somehow for ALL the errors that were made on YOUR behalf! Would you have waited as long as I did? Would your mother? Would not also be upset if it happened to you? Did you ever take into account all the times I waited for you, took time away from my schedule to accommodate you. Could you have rearranged your schedule as many time as I had to? I think not!

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