Complaints

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

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• 

  Pella Carolina Inc.

  772 Gallimore Dairy Rd Ste 101 High Point, NC 27265

  
• 

  Pella Carolina Inc.

  690 Jonestown Rd Ste 150 Winston Salem, NC 27103-1251

  
• 

  Pella Carolina Inc.

  206 Southgate Dr Ste 21 Boone, NC 28607-6250

  
• 

  Pella Carolina, Inc.

  8831 Westgate Park Dr Ste 104 Raleigh, NC 27617-4816

  
• 

  Pella Carolina Inc.

  3905 E US 64 Alt Ste 3 Murphy, NC 28906-6802

  

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:05/23/2025

  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.

  Have had three encounters with this company. Loan 1 - Application ID: ********** Date: 05/09/2022 ~10.8k Loan 2 - Loan Agreement Date: 03/30/2023 Application ID: ********** ~8k Loan 3 - Loan Agreement Date: 07/26/2024 Application ID: ********** ~14k Have been trying desperately to obtain original itemized invoices for these purchases that were not provided to me for tax purposes. Have called corporate - they cannot help, they send me to local. I ended up with someone named ***** ****** who was helpful for the first invoice. Has since completely ghosted me - ignoring emails and phone calls go directly to voicemail. Have called salesman ******* ****. He too is not returning my calls or answering his phone when I call. I am horrified as to how bad the customer service is from ********************** and how childish and ***** its employees are. All I want is what I should have gotten - itemized receipts for the three transactions I made totaling roughly ******.

  

  Business Response

  Date: 05/28/2025

  All of the documents for the 2 other orders are being sent over today.

• Initial Complaint

  Date:04/16/2025

  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 paid for a door to be installed last May and here we are in April, almost a year later, 5 doors later which include two broken doors on arrival, 2 doors installed incorrectly, 3 door latches fixed, the latest two. The screens dont match in size therefore water has been let in our house on two occasions and this morning, the screen broke when we opened it. This is ridiculous!!! We have tried to correct this problem but the supervisor has not returned my calls and for over ********, we should have a working door!

  Customer Answer

  Date: 04/26/2025

  I have not heard from the business in response to my complaint and asking for reimbursement.  We continue to wait for the sixth door to be replaced. 

  

  Business Response

  Date: 04/30/2025

  The new Parts for the storm door should arrive on 5/15 and installed the following week.  We have communicated throughout the process on what is being done to get the job completed  to the customers satisfaction.

  Customer Answer

  Date: 04/30/2025

   I am rejecting this response because:  I have 43 pages of emails and lack of responses, messages, follow up and follow through on our part and lack of the companies part.  It is May 1 and we still do not have a working door 6 doors later.  I will be happy to scan and email all correspondence that I have.  I placed this in dispute with the credit company and Pella admitted to fault and reimbursed our credit card for the May payment thus far on May 31.  This is going on one year, 6 doors later and still we have NO working door.  The first one was installed incorrectly, the second, incorrectly, the 3rd and 4th doors showed up broken, the fifth door broke within a week we had it.  My fiance was treated rudely and sent away one of the employees who came setting us back another week.  This is ridiculous!  We are continuing not only our dispute with the credit company for July's ******* reimbursement but continuing our dispute with Pella.  Our door broke back in March and they are telling us we have to wait until June 13 to get the new door.  This is absurd and horrible bad business.  What is the email for me to send all correspondence and lack of tomorrow directly to headquarters?
  
  
  

  

  Business Response

  Date: 05/30/2025

  We had to reorder her storm door 3-4 times due to manufacturing defects. Installer did leave a large gap at the top of storm door, in order for us to adjust the door he had to remove the metal cover and when doing so he scrapped some paint off. We then had to reorder a new top rail, WS for top rail and clear caulk. The screen on the provia door also had tension in which we submitted this to Provia for warranty as well. Originally *** from Provia was 05/30, We worked together with Provia to rush this order as it was escalated.Provia got these replacement parts to us  on 05/23.  The small gap in the storm door at tiop is what you see on any storm door no matter where they are purchased from. Picture attached.
  
  We did offer her a refund on the storm door. We have not heard back from Mrs. ****** regarding the finished recovery appt or refund. 
  

  Customer Answer

  Date: 06/02/2025

   I am rejecting this response because:  The company came to install a new door and the storm door still does NOT latch properly.  This has been an issue 2-3 times before with the other doors installed also incorrectly.  ***** ******* offered a refund on the door and door only but to take it "as is" and that is not acceptable.  We spent 8300 and still do not have a working door, now we have water damage on our floor and, they attached photos of the large gap outside our door that was incurred from their prior installation.  I contacted ****** this morning about the offer and am waiting her response.

   

  Thank you!

  ******* Simmer 
  
  

  
  

  

  Business Response

  Date: 06/03/2025

  Our field technician,installed the replacement parts and uploaded a video of the storm door operating correctly on 5/23 (video is attached). but ********** is still claiming it doesnt work.  We offered Mrs ****** a refund for the cost of the storm door to keep it as is, but she is not accepting it as of this moment. 

  I have tried to attach the complete video of everything on this door working properly but you page will not take.  Thank you.

  
  

  Customer Answer

  Date: 06/04/2025

   I am rejecting this response because:
  The door was replaced and still does not work properly, in fact, they want to come out tomorrow, June 5 to take another look at why the door still isnt latching correctly.  I already responded that I would confirm with my fianc.  Further, we asked what the total refund would be with labor etc included.  Why would we accept a refund not knowing the total when we paid ******* for the door and labor in which the door doesnt work.  I also told the business I thought this was in very poor regard they are trying to just rid themselves of us and have us accept a non properly working door.

   

  I am waiting to hear what the refund would even be to see if it is worth accepting.  This has been a horrendous experience and this business should be ashamed of themselves for conducting business in this manner.

   

  
  

• Initial Complaint

  Date:04/08/2025

  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.

  Our windows are still under warranty and one large window is now leaking. Contacted Pella and eventually their service team came out (I had to pay for this in advance) and determined there was a leak in the upstairs window. Water was running INSIDE the wall from the leak down to the first floor window. Apparently the window was not sealed correctly when installed. Pella stated that the installation team needs to come back and remove the flashing around the window and reseal it to prevent this from happening. All of this was over two weeks ago. Pella has YET to provide a date when they will be here to repair. I have contacted multiple times to no avail. I am beyond frustrated with their poor management at this point. In the meantime, the recent rain is causing damage and mold to the drywall in our home because of their lack of urgency. The lack of communication from them is ridiculous, and getting through their phone system to actually speak to someone that could help is infurating.

  

  Business Response

  Date: 05/30/2025

  Mr. ******* contacted service they sent a service tech out to preform a water test. They found where water was entering in the upstairs window and coming out from the downstairs jamb extension on the head of the window. Service pushed this over to install as an install issue. At that time install scheduled 2 field techs to go out and remove the trim coil and reseal the windows.
  
  Our field techs went out on 04/16 The field reported back that he pulled all coil, caulked and foam sealed everything up. The corners of the bottom coil were cut off going into the accessory groove. He also caulked around all accessory grooves as well.
  
  We have not heard anything back from Mr. ******* since this visit in April.
  

• Initial Complaint

  Date:03/25/2025

  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 have been working with Pella to have two windows and doors installed in our home following damage from Hurricane ******. As part of the process, a sales representative initially took measurements, and a final measurement was later conducted to confirm the door size before placing the order. We paid in full, and the doors were ordered at the end of December 2024.An installation date was scheduled for late February but was later pushed to March 3, 2025, by Pella. On the scheduled installation date, the installer arrived to install our basement door but informed us that it did not fit. Despite two separate measurements taken by Pella representatives, the door was incorrectly sized. The installer removed the door, and as of today, March 25, we have not received any update on its status.Since March 3, we have contacted Pella more than 15 times seeking a resolution. We have not been informed whether they plan to modify the door, order a new one, or take other corrective action. Given our critical timeline in selling our home, we have requested a full refund, as we will not be present for any future *************** this point, we are left without a door, a refund, or a clear resolution. This situation is unacceptable, and we are seeking immediate action from Pella to issue a full refund.We appreciate your assistance in addressing this matter.

  

  Business Response

  Date: 03/26/2025

  Customer was contacted by our Internal team.  We addressed the concerns instantly and it is being handled in a ****** manner.  Communcation is good on our end. We will follow up to ensure the customer is happy as we do with all customers.  Thanks.

  Customer Answer

  Date: 03/26/2025

   I am rejecting this response because:
  
  Thank you for your response. However, I must express my continued dissatisfaction with the lack of proactive communication and resolution regarding the installation of our basement door.
  The only updates we have received are those initiated by us, and despite being told multiple times that the issue is being handled, there has been no tangible progress or update on a new installation date. We have now been waiting for several weeks with no clear resolution or explanation for the ongoing delay.
  We understand that your internal team has been in contact with us, but the repeated assurances without any concrete action are not acceptable. Given our critical timeline with the sale of our home, we urgently request either a confirmed installation date or a full refund.
  

  

  Business Response

  Date: 04/04/2025

  This job is complete and signed off on by the customer.  Please see atttached document.

   

• Initial Complaint

  Date:03/07/2025

  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.

  7/29/24 deposit to order windows 10/3/24 final payment windows arrived at company .10/17/2024 Windows installed. At that time some with correct locks that we paid for and some with cheaper locks. Contacted company the same day of this problem. I was given the run around about correcting the problem. I told that what I ordered cost more than the cheaper looks. The salesman demonstrated the new style lock and said this is what we were paying ****** took to January 20/2025 to get the correct locks in. When they come out to install the correct locks they didnt fit so they wanted to modify my new windows by drilling new holes for the correct hardware on my new windows. At that point I ask them to stop.

  

  Business Response

  Date: 05/30/2025

  this was sent over to the service department due to the wrong locks being ordered by Sales/OV. Once we received the claim she ordered the correct locks. When we scheduled our service tech to go out the customer would not let our service tech install the locks due to us needing to drill holes. He requested all new sashes at that **************** approved service to reorder sashes for Mr. ******************* was completed by Service on 03/27/2025 Replacement Sashes for Den/Living Room.

• Initial Complaint

  Date:08/29/2024

  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.

  DO NOT DO BUSINESS WITH PELLA WINDOWS!!! I wish I had seen these other reviews before I hired this company! I'm a very dissatisfied customer, where over a year from the installation date of my front door, now at the end of August 2024, I am still trying to have a bad installation corrected that I reported as soon as the installation was completed in June of 2023. Pella representatives have come to my house and looked at the cupped threshold they installed at the entry to my home 5 or 6 times, but have yet to do anything to correct the problem, or even communicate a plan to me about fixing the damage that they have done to my house. After spending over $25,000 to have my front door replaced, this was not at all what I expected, and I am now at the point where my phone calls are not being returned. I really wish I had used another company to help me, as I thought that the Pella brand was a reputable contractor that would provide a quality level of service and workmanship. This has not been the case for me at all, and I would caution anyone about doing business with this company. Every time it rains the entry to my house fills with water, and after a year of trying to work with this business to fix the issue that they created there is no plan in place to cure the problem DO NOT DO BUSINESS WITH PELLA WINDOWS

  

  Business Response

  Date: 09/03/2024

  Hello,

   

  Our Install Manager spoke with the Customer, ****, on August 29th to let him know that we are working to locate the oak board that was installed under his door. They have informed to keep him update on this progress and are working diligently to rectify the issue.

   

  Thank you. 

  Customer Answer

  Date: 09/04/2024

   I am rejecting this response because:  I have spoken with this company exactly 30 times about this issue over the last year, where the fact that they spoken with me again on 8/29/24 does not put me any closer to a solution than I was when I spoke to this company the first time about this issue 14 months ago.  There is still no plan in place for the company to fix the problem.  No repair appointments have been made; no expectations have been set about the time the company will need to fix the issue, no follow-up dates have been set to review the problem.  After ******************************************************** this company, and at this point I am not willing to accept anything other than the repair being completed before I will be willing to resolve this complaint, other than being offered a refund so I can hire another company to fix the problem that this company seems to be unwilling or unable to fix.  This company has been aware of this issue for over a year and done nothing to fix the problem despite my persistent efforts to have the problem addressed.  Indicating to the BBB that they "are working diligently" on fixing the bad installation of my front door does not change anything for me, or the experience that I have had in trying to work with this company, as this is what I have been told many times, without any progress toward a solution.
  
  
  

  

  Business Response

  Date: 09/17/2024

  Our Installation Supervisor has advised that they have already been in contact with the customer, have ordered his trim, and are working to resolve this issue with him. 

  Customer Answer

  Date: 09/23/2024

   I am rejecting this response because:  The door still has not been repaired, and no appointments have been made to have the repair completed.  I was told 6 days ago (after 14 months) that a board was finally ordered and that it would take 2 to 5 days to be received.  I have not heard anything since, but I am hopeful that an appointment to repair the door can be made this week.  I am responding in this way to keep the complaint open until the repair has been completed, as I am hopeful that the process is finally moving forward.
  
  
  

  

  Business Response

  Date: 09/25/2024

  We anticipate the customer will have his concerns addressed and repaired asap, based on the current communication. Thank you. If there are any other issues, please reach out. 

  Customer Answer

  Date: 10/01/2024

   I am rejecting this response because:  It has been over a month since I originally filed my complaint with the Better Business Bureau, and the company still has not even made an effort to schedule an appointment to fix my door that was improperly installed over 14 months ago.  I have been trying to get my door repaired for well over a year!  I was told on September 13th that a board was finally ordered, and that it would take 2-5 days to be received, and that when it was delivered that an appointment would be made to fix the door, but that was almost 3 weeks ago, and I have not heard anything since.  Now, on October 1st, I am rejecting this response, as per the email from the BBB, that if I do not respond within 6 days from the last email that the complaint will be automatically favorably resolved, however this should not be the case, as weeks and weeks continue to go by without any resolution.  I am ready to take the company to court to get a judgement to have the repair completed by another company.  This is what I will be doing if my is not resolved in the next 10 days.  I have made literally dozens of phone calls, complained to multiple layers of management, and even involved the BBB for over a month with no resolution.  The next step for me is to involve the legal process, which I probably should have done a long time ago.
  
  
  

  

  Business Response

  Date: 10/10/2024

  Hello. Our install tech has already been out to the home and completed all of the trim work that was a point of issue. The tech did report that we needed to order new grids for the customers transom ********************, which we are working to do. 

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:06/26/2024

  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.

  In March 2024 we paid over $80,000 for window replacement. *The sales rep and his supervisor guaranteed an exterior installation due to my husband's lung condition. *We were guaranteed there would be no mess and that our custom window trim would not be removed and our sheet rock would not be damaged. *We were guaranteed that the installation crew were certified and trained Pella installers that would install 4-5 windows a day. *We were guaranteed that a Pella representative would walk us through the process and be with us every step of the way. *We were guaranteed they would respect and take care of our property and belongings. But INSTEAD, all of this was a lie! *A "smash and dash" crew was sent to our house in March and they ripped out 9 windows within the first hour before I could go in the house to see what was going on! *they destroyed our custom molding, installed a large window without shims, screws, foam insulation or moisture repellant tape. *they did not cover any of our belongings or protect the floors/rugs. Sheet rock dust EVERYWHERE!!!*Windows installed with over 1" tolerance. (Was supposed to be custom/ brick to brick)*Windows not centered. *Windows ordered over 2" too small.*Husband has been displaced out of his home for 4 months due to sheet rock dust. *Crews drop in to work here and there over a 4 month period making it impossible to plan ******, can't have anyone over because home is destroyed with plastic drapes now over everything and hanging from the ceilings...*Treated like we are to blame and ghosted by Pella support teams.4 months later now and they have finally installed the last window and are working to replace the window trim that they did not have permission to remove to begin with! And we just got word Pella is taking back their commitment to pay a painter to fill and paint the new trim and repair the damaged sheet rock! Do not do business with Pella of the Carolinas out of ***************************!

  

  Business Response

  Date: 06/27/2024

  Hello,

   

  We reimbursed ***************** $1250 to go towards the quoted estimate to have her entire house cleaned after installation began. Since then, our crews have taken extra care to ensure the house is kept in a sanitary condition. With that being said, There was a miscommunication between what our sales rep wrote in the notes and what was discussed for the job about re-using existing casing. At times, we will try to use the existing casing but at times, we are unable to. We we're unable to in this instance due to the miscommunication and other factors, like compatability with the new windows. Due to the sales reps ***** of not communicating what was discussed between he and **************** about the casing, we put all new trim/jamb extension/and other additions to brand new casing on the windows for ***************** that would have normally costed her around 15k-20k. We absorbed those costs to make things right. Before replacing brand new casing on all of the other windows that still had the casing on them, we discussed reimbursing her the cost of a painter. **************** sent us a quote for painting from her contractor for around $4500 to repaint the casing. After this, was when it was decided among everyone including ***************** to move forward with giving her all new casing at no cost to her, on all of the windows... not just the one that the casing was ripped off of and then unusable. 

   

  Our crew is still out there fixing everything, but ***************** has also posted many videos on ******* of her experience not including all of the information of what we have done to make things right, and she has also included photos of the job when it started as though that is how we left it, which was not the case. These videos have had some truth but have also been very misleading. We are finishing up ********************* job with the best in house install crew. 

• Initial Complaint

  Date:02/07/2024

  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.

  Pella installed 4 awning windows in May 2023. The moulding in one of the windows has been popping out. I have tried to contact Pella at both their home office and their Fletcher showroom. The home office took down some information a few weeks back and I have heard nothing since. I have tried to call the Fletcher showroom numerous times over the past few weeks and no one answers the phone. Infact, the message I get when I call is that the company has not set up a voice mail account to receive messages.

  

  Business Response

  Date: 02/09/2024

  Hello,

   

  The number for our Fletcher showroom was having issues, which is being addressed. However, our headquarters contacted Mr. ****** on Feb 7th and scheduled his repair for next week.

   

  Thank you.

• Initial Complaint

  Date:01/23/2024

  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 Carolina to install replacement windows and sliding glass doors at my home on 04/26/2023, order number *********. The cost of the overall project was $39,984.55 with 50% due at contract signing, 40% due at installation scheduling, and 10% due upon substantial completion. All payments were made and there is no outstanding balance. Payments were made on 04/26/2023 - $19,992.28, 06/07/2023 - $11,995.36, and 11/17/2023 - $7,996.91. What should have been a project of a few weeks began on 06/19/2023 and completed on 10/31/2023 due to product ordering errors made by Pella Carolina. There was a slight delay in the final payment as a result of Pella Carolina's errors and that delay was communicated to and accepted by Pella Carolina in email exchange of 11/06/2023 and 11/07/2023. Final Payment was made as agreed. A condition of Pella warranty is that serial number and model number must be provided for any repair. In the noted email exchange and as condition of final payment, Pella Carolina committed to providing the serial number, model number, and product detail of all windows and doors. These have not been provided. I have sent several emails and Pella Carolina has responded but has not sent me the information. Beyond the warranty concern, due to the Pella Carolina's errors I have been unable to confirm that all windows and doors are what was ordered. I need the detail for each window and door - serial number, model number, and product detail. Pella Carolina has acknowledged that they have this information but they have not provided it to me. My contacts at Pella Carolina have been Andy A****, Pella Carolinas Salesperson and Danielle P******, Pella Carolinas Installation Coordinator.

  

  Business Response

  Date: 01/24/2024

  Hello.

  Thank you for reaching out. Our installation department supervisor has emailed over the requested information to the customer, this morning. 
  

  Thank you. 

  Customer Answer

  Date: 01/25/2024

   I am rejecting this response because: I have replied directly to Pella Carolinas and provided a sample of the control document that details the product that was to be installed in each door or window opening. I have requested that Pella Carolina reference each product installed to the product contracted.
  
  
  
  
  
  

• Initial Complaint

  Date:09/19/2023

  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 new hurricane impact windows and doors in July 2022.
  -In Dec 2022 they wanted to deliver and leave the windows outside and not bringinthe house
  -They returned, brought the windows and doors in with NO instructions
  -GC followed up by phone multiple time for special instructions
  --GC Called Jan 2022 parts missing.
  -Tech came out in March 2022 and had to order parts
  -Slider Impact windows were installed in Jan 2022 and leaked.
  -April 2022 Tech came out- still leaking.
  -our GC FOUND a design flaw with holes in bottom of slider and corners of window frame why they were leaking. The Pella Window Technician agreed this was a new product and this was a problem.
  In May I called our sales rep Aaron L**** who said he would get a tech out and refused to acknowledge this was a problem
  -Tech came out again and still didn't fix- agreed this was a recurring issue with this product
  -I emailed and called Pella NC AND PELLA CORP. AFTER 2 weeks and many calls Bryan A**** from Pella NC asked me to send him pictures. he was dismissive and said there was no issue. I asked to return the sliders (only and get a refund). He refused.
  - I emailed Pella Corp in August 2023 with pictures and videos and details with no response
  - still a problem unresolved and not willing to work with us.
  -Sep 2023 Another Window Tech came out and said he wasn't familiar with this Impact Sliders and couldn't help us.

  

  Business Response

  Date: 09/19/2023

  Hello,

  Although we empathize with Mrs. ******* concerning the water leaking into her home, Mrs. *******'s product was improperly installed by her general contractor. This resulted in what she is currently facing. Mrs. ******* states that we did not send any instructions to her GC, which is incorrect. Bryan A**** emailed her GC instructions after hearing about her concerns. Our field technician who went out to examine the product concluded that there were no product issues causing the water to leak into her home. Mrs. ******* has a warranty on her product which covers against any manufacturing defects among other things. However, she does not have an installation warranty with us, as we did not install the product for her. When Mrs. ******* was in contact with us months ago, we informed her that there is nothing further we can do to resolve her installation issue, and she will need to work with her general contractor to resolve the installation issues causing this inconvenience. 

   

  Thank you.