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. has 11 locations, listed below.

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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

  
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  Pella Carolina Inc.

  206 Southgate Dr Ste 21 Boone, NC 28607-6250

  
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  Pella Carolina, Inc.

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

  
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  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:01/18/2023

  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.

  I signed a contract with Pella Carolina on 10/21/2020 to have all of the windows and external doors on my house replaced. The installation date was supposed to be on 1/4/2021 but Pella contacted me and rescheduled to 2/22/2021 due to the availability of materials for the project.
  
  I received a call from Brian ****** (Pella VP) requesting to come out on 2/19/2021 to confirm the measurements of the windows and doors. Brian brought a group of experts with him and they came to the conclusion all of the measurements were incorrect and all of the windows and doors had to be reordered. They also said my Andersen full-view storm door would need to be replaced to make replacing the front door easier. I agreed but wanted to make sure it was replaced with a similar product.
  
  Windows and doors were installed on 5/22/2021. However, the 2 glass window panes on the front door were not level and looked like the door was frowning. Pella agreed and ordered another door. 2nd door was delivered but this time the 2 glass window panes were not level and appeared to be "raising their brows" like they had a question. Pella agreed and reordered the door. The next one was the wrong color; the one after that had a level issue. And so this cycle of getting a door has continued 2 years, 4 months, and counting. In addition, the Pella storm door that was installed is inferior to the Andersen it replaced.
  
  On 9/1/2022, Pella installation called me to let me know the door was in and they wanted to schedule a time to install the new door. I gave them a couple of dates and never heard back from them. On 9/23/2022, Pella's Billing department contacted me requesting the balance for the project. I informed them the project was incomplete and that I would not pay the balance until the door was installed. I have not heard from Pella since.

  

  Business Response

  Date: 01/24/2023

  Hello,

   

  Thank you for reaching out. We truly apologize for the inconvenience this has caused you, Mr *****. Although we have actively been working to correct the problems, it has still caused discouragement for you. We spoke with our install department and install team manager, and they provided us with the following information that follows your description.

   

  After 3 doors not being correct or meeting standards, Pella now has the 4th door panel for you. Our install department called you to setup a date to install it. They informed us that you vocalized that you didn't want the door unless your storm door could also be replaced. You expressed dissatisfaction with the quality of the Pella storm door compared to your previous Andersen storm door. Our install department informed you that they could not replace the storm door just because you didn't like it, as it is what you purchased. The conversation was left at that. Between that time and 09/23/2022, our install field manager, Jay, tried to contact you to work out getting the new panel in. They didn't hear back. 

   

  Our install manager, then moved forward with waiving your final balance due on the door, on 09/23/2022, since you have had this experience. If our accounting department called you on that day, it may have been due to that process. However, if there has been a lack of communication after the fact, we apologize! Your remaining balance due has been waived, and hopefully that can help you look to purchase another storm door that better suits your expectations, if needed. To add, we still have your corrected door panel you would like to proceed with getting that put in. Our install department can schedule our field representative to come put it in. 

   

  Please call us back at 336-299-1385 and ask the receptionist to be transferred to Matthew S. in our install department. He is our Install Department Supervisor, that can get this setup for you.

   

  Thank you and have a great day.

• Initial Complaint

  Date:10/12/2022

  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.

  On 1/27 we contracted Pella to install 10 new windows in our home for $24,207. Our project was scheduled to take a week to complete beginning 7/18. Work began at that time, but it took the team 2 weeks to install the windows due to staffing issues. After 2 weeks the team stopped abruptly without finishing the interior trim on 3 windows, 1 window's exterior trim was bent and needed corrected, and all 10 windows needed to be completely sealed around the exterior trim. The installers said someone would contact us with an update on when they could finish the job. Additionally at some point during that 2-week period Pella broke off a 9-inch section of our concrete window sill and tried to "repair" it without telling us (pictures included). Several weeks went by without any contact. I reached back out via email on 8/23, but no update was provided. I managed to get a hold of the site manager, who came out on 9/1 to reassess the project and take pictures of the remaining work and damaged window sill. He said he would get a team out within the next 2 weeks. 2 weeks went by without any contact from Pella again. I reached out directly via phone on 9/13, and felt that my project was forgotten about as they did not have a clear record of the work remaining to be completed. I was told installers would be out the following week 9/19, but they never showed up. I called Pella later in that week to inform them they said the installers were tied up with another job. We rescheduled again for the week of 10/3, but nobody showed up again. This time Pella was confused as they were apparently not informed internally that the install team could not make it, and we rescheduled for 10/11. On 10/11, Pella informed us that the trim materials were found broken in the warehouse and they could not finish that day. New materials had to be ordered and we rescheduled for a 5th time for 10/28. Since July we have consistently asked for compensation for the damaged window sill, but have not heard back.

  

  Business Response

  Date: 10/13/2022

  Hello.

  We have researched this matter and found the following information: Originally when the installer went out to perform the work, they realized they were short on some of the window stops & trim. In turn, the order management team worked to get those ordered, for the customer. The customer is also waiting on a couple of window screens that were damaged in delivery, as they are very fragile. Those have also been ordered and we anticipate them to be here by the first of next month or so. Currently, the customers installer is scheduling out by about 2 weeks at a time. We wanted to wait until we have everything in (stops/trim/screens) and ensure everything was correct and undamaged before scheduling Mr. **** again. We understand the customer has been given dates that did not work out, and we wanted to avoid that. So we will schedule once everything is here. 

   

  In regard to the damage on the concrete part of their window, our install manager acknowledged this damage and apologized. He had discussed reimbursement with Mr ****, and requested Mr **** get a quote from a contractor to repair the damage. Mr **** called and gave our install manager a verbal quote he received, but Mr **** was reminded that we would need a documented quote from his contractor, for the work to move forward with any reimbursement. We are still waiting on Mr **** to produce this quote for us. 

   

  Although we understand and can empathize with Mr ****'s wait time due to factors including limited installers in the Asheville market, as well as the window stop and trim order missing pieces, we are and have taken steps to move this project forward. 

   

  One the remaining pieces for Mr ****s order come in and is checked, our team plans to contact him to schedule a finish date for his project. 

   

  Thank you.

  Customer Answer

  Date: 10/15/2022

   I am rejecting this response because:
  
  
  
  
  This is a great example of how our project has been mismanaged from the onset. Our screens were never damaged. As stated on our invoice we had ordered white screens, however, on installation day 7/18 we received two black screens. We informed Pella at that time and we were told new screens have been ordered to replace the black screens. That was July and now we have been informed in October that they have ordered the screens, but would not come in until 10/28. What happened to the order from July? We also never received enough stops/trim like Pella mentioned, but  that was also known in July during installation. We were scheduled to have an installer come out to complete the job on 10/11/22 when Pella called to inform us upon arrival at the storage they noticed the stops were damaged. Our project started 7/18 and was projected to be completed in a week- this was a major selling point to us and reason for choosing Pella. It is now October, nearly 4 months later, and on 10/11 Pella is just finding out that our materials have been damaged and need to order new ones. How is it that our project has not been followed up with regarding the material needs and their condition in order to complete the job? All materials that were needed to complete our job should have been ordered in July. What happened to that order? We have had to follow up in September after a month of silence from Pella in August and have had to repeatedly inform Pella what was needed to complete our project and reminding them yet again. 
  
  Lastly, we were asked to provide a quote which we have from Garcia S****. We were not informed nor have we received anything in writing from Pella that specifically states the type of quote needed. We were simply asked to proved a quote and we have provided that in our email correspondence with their project coordinator our project. This was also after a month of calling and following up with various companies trying to get anyone to look at the damage and provide a quote. In early September, a project manager Martin from Pella came out to review the needed work to complete our project, we informed him that we have not been able to hear from anyone regarding a quote. Martin then informed us that we would most likely not hear back from any one due to the current market. Martin reassured us he would look into his contacts for a quote. We followed up with Pella on 9/13 and spoke to Matt. We reminded Matt of the conversation with Martin, he informed us he would follow up with Martin. We have not heard from Matt nor Martin regarding any quote. We cannot control when companies will get back to us and have only been asked to provide a written quote by Pella on 10/7 after providing the quote of $850 from Garcia Stone on 10/6.
  

• Initial Complaint

  Date:09/27/2022

  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.

  Event #*************: My home has a Pella front door and 2 sidelights. All items have decorative glass inserts. These panels are defective: the metal holding the glass has warped & the inside glass has pulled apart. I contacted Pella regarding the problem. I submitting their warranty claim request on 5/29, including photos of the damage, & after emails requesting updates on the status of the claim, I was informed on 5/21/22, that Pella would honor the warranty & replace the glass inserts. I would be responsible for the $155 cost of labor. On 6/292/22, Pella said that they no longer service panels for 2011 or older entry doors, that I would need a new unit, & was directed to the sales department for a quote. I called Pella & expressed my dissatisfaction regarding the reversal of their decision to honor the warranty. The Greensboro service depart. said that this was a corporate decision. I contacted corporate, explained the situation, & they acknowledged my claim was valid. They indicated they would communicate with the Greensboro service department & move forward with my claim. I left many unreturned messages with the service manager & a service rep returned my call. They appreciated my patience & informed me that there were several communications back & forth between corporate & the Greensboro office & they apologized that I was not privy to updates. I was told the service manager was on his honeymoon & would return on 8/24/22 with the final approval for replacing the glass inserts. When I called for an update,the manager said he found current glass inserts that looked comparable to the decorative glass that was defective in my door, just needed final approval from corporate. I thanked him & waited for an update. I did not hear from him, so again I initiated the phone call. The manager was in a meeting, & I left a message asking for when I could expect the inserts replaced. Instead of this outcome, I got a call informing me that corporate said no compensation.

  

  Business Response

  Date: 09/29/2022

  Hello.

   

  Ms ***** has been working with our service department. Originally, there was back and forth communication with our service department trying to get the correct serial number from the unit. At first our service representative thought this unit was within the warranty, but with the help of another service representative here, she was able to find that this unit was outside of the warranty period, which they quickly corrected in their communication with the customer before any further action was taken. These units and glass carry a 10 year warranty. This unit was purchased and installed over 10 years ago, therefore, the customer is responsible for replacement parts and service. However, our distribution center no longer offers this product or replacement glass for it, so the customer would need to purchase a new unit. Our service manager was working with our distribution center, Pella Corporate, to try and see if we could offer anything further to the customer since the product is outside of warranty. Because the product is discontinued, there is nothing further they could offer. We have directed Ms ***** to our sales department to get a quote on a new unit. 

   

  Thank you

  Customer Answer

  Date: 09/30/2022

  I have a sinking feeling that after five months of back and forth, the fine print will be Pella's saving grace.  I hope my complaint does remain public on the BBB site, because I hope to prevent other customers from having to deal with the unprofessionalism Pella showed me.  Again, NEVER did Pella inform me of a warranty expiration, even after the numerous calls.  The glass inserts had failed years before , I just did not know that replacing the inserts was an option until I had a handy man come out to repair it.  They were the ones who indicated that the door was defected and that the manufacture was at fault.  

  I see that Pella has an A+ rating, and I can appreciate the fact that you do not factor in customer reviews in that grade.  I think it is good of you not to let the rating become a vendetta or a sabotage campaign.  However, I hope you look into their rating in the future, because a company that fails to return multiple calls, that gives the customer the impression that they will take ownership of their defected product, just to change their decision at the last minute does not deserve an A+ rating.

  During this whole interaction with Pella, I have been extremely patient and courteous.  I am disappointed at their response to this reasonable request and again, I wish they had not wasted five months of my time over this issue.  

  Thank you for looking into the manner.