Complaints

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

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Pella Windows & Doors has 3 locations, listed below.

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  Pella Windows & Doors

  17702 Chesterfield Airport Rd Chesterfield, MO 63005-1212

  
• 

  Pella Windows & Doors

  2909 Falling Leaf Ln Ste E Columbia, MO 65201-3566

• 

  Pella Windows & Doors

  2316 Schuetz Rd Saint Louis, MO 63146-3431

  

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:04/26/2024

  Type:Order 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.

  Installation of product inferior and deceptive practice of selling as completed project. Believe this is possibly a common practice by this business and targeted at the elderly or female population email and pic attachments for reference

  Customer Answer

  Date: 04/26/2024

  Thanks for the opportunity to share my disappointing customer experience.
  I have shared this with the sales rep.  Please see the attached photo
  as reference.  I believe this to be an inferior installation and
  saddened by the lack of professionalism on part of Pella for failing
  to address this issue at the time of install. 

  I overheard the
  installer crew mocking the situation and saying "put some dirt over
  it".  I did not realize what they were referring to, and instead of
  bringing to my attention, they chose to say nothing, falsely passing
  the job off as complete.  Luckily I noticed the gap and air infiltration shortly after and
  documented it.  I am a repeat customer, and chose ********************** based on what
  I expected to be quality of service/product.  This experience has me
  worrying about other areas they may have cut corners.  And their practice of passing off inferior work to unsuspecting customers, primarily elderly and or women.  

  I reached out to Pella via email, submitted survey, and called to have this incident reviewed.  I have not yet heard back from them.  I believe they are ignoring my complaint.  

  

  Business Response

  Date: 04/29/2024

  Installation took place on 4/11 & 4/12.    The installer with over 25 years of experience in installing windows and doors, missed that one of the entry doors had a replaceable weather-strip that had been cut short by about 2 inches at the factory.   ****************** reported her concern with the weather-strip on 4/15 and we promptly apologized and ordered the need weather-strip.  On 4/26, we called ****************** to schedule the weather-strip replacement for 5/3.  On 4/26, ****************** filed the complaint with the BBB.   On 4/27, *********************** with Pella, contacted ****************** apologize for the delay in getting the weather-strip replaced and offered to send Pellas Installation Manager out to inspect her installation.  ****************** didnt not think that inspection was necessary, but asked ***** to speak with the Installer and Coordinator on her project to go over the details of her project.  On 4/29,  *********************** spoke with the installer and coordinator to confirm we had the correct part on order and that this would not happen again.   *********************** left ***************** a Voice Mail on Monday the 29th at 11:30am. 

  Customer Answer

  Date: 05/01/2024

  Complaint: 21628839
  
  I am rejecting this response because: I believe facts have been omitted in Pella. 

  Pella failed to address the fact the installer and crew member were overheard mocking the lack of materials, saying "that's all I got, just kick some dirt over it".  At the time I did not realize what they were referencing as I believed they were professionals and certainly would not be touting an incomplete installation. 

  I attached emails, showing where I reported it two days earlier than Pella states in their response.  I also attached the email from their representative where I had explained the situation.  When I did not hear receive a response, I then forwarded the email to the 3 leaders in the company. 

  Pella did call to set up a time to come out and address the incomplete installation of material.  It is for this Friday, 5-3-24.  I want to see how this goes, for this interaction leaves me questioning if Pella is acting in good faith. 

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

  

  Business Response

  Date: 05/03/2024

  As promised, a technician went to the home today and replaced the weather-strip that was cut short.  Homeowner and the Service Tech shined a flashlight inside and out and could not find any light coming through.  Homeowner said she will call back in if she needs anything else .

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find this resolution will suffice. 
  
  ***********************