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Business Profile

Window and Door Installation

Pella Windows & Doors Southwest
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 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:05/29/2025

      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.
      Pella windows installed April 11th and 12th.
      Windows are crooked in the frame, resulting in a poor visual and possibility of letting air through the bottom of windows. Please see attached photos.
      Windows are impossible to slide up and down as they are very tight in the frame. We were told that they would loosen up with warm weather and spraying silicone in the runners. Neither has helped. My wife literally cannot open the windows and I can only budge them.
      A representitive did come and see us and recommended the silicone spray and to wait for warmer weather but it hasn't helped. He said he would be back to repair the crooked windows but we can't get in touch with him and Pella representitives will not return my calls.
      Again, we can't open or close them and he really didn't address that issue. I personally believe they are too tight in the frames and need to be completely redone.

      Business Response

      Date: 05/30/2025

      My team and I sincerely apologize for not contacting the customer sooner. I have spoken with the installer, and they have already spoken to *** ******** and will be out to his home to assess and fix the issues tomorrow. 

      Customer Answer

      Date: 06/02/2025

      Complaint: ********



      I am rejecting this response because: A technician from Pella did come to my home to assess the situation and I do appreciate that but he did not fix the issue. He did say that he agreed with me that the windows do not work properly and are also crooked in the frame. He informed me that he would meet with his team and talk toe Pella window manufacturers and would repair/ replace the windows when he figured out a solution. 

      The complaint still stands







      Regards,



      ***** ******** 

       

      [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

      Business Response

      Date: 06/16/2025

      When our installer went out to the home it was raining, and the installer was unable to reset the windows due to the weather. Our installation manager and the installer spoke about this and came to the solution that the installer would schedule a time with *** ******** to go to his house and reset the windows. This should take care of the issue. 

      Thank you,
      ****** *****
      Operations Manager

    • Initial Complaint

      Date:07/29/2024

      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.
      We replaced all the windows on the first floor of our home in Santa Fe, NM. The installers where very professional and did a wonderful job. One of the major windows was ordered wrong. The company ordered a new one at no expense to us. The problem is that the installers of this window weren't the same from the first install and didn't really know what they were doing!! The install was amateurish at best and not acceptable! I have been trying to get the company in Albuquerque to return my calls and emails to no avail. I am VERY frustrated and disappointed!!!!
      We have tried repeatedly to call several numbers and email and get NO response. NO one returns emails or phone calls.

      Business Response

      Date: 08/01/2024

      We have spoken with *** *******; we have our Installation Manager going out to visit the property so we can make sure this gets fixed accurately and as soon as possible. 

    • Initial Complaint

      Date:02/24/2023

      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.
      Pella is the worst. We ordered them last June!!! The doors arrived at the warehouse in October. The half assed installation is a joke. Started the end of November. Continued in December. They then demanded full payment without completion. They promised to be here January 31. They still haven’t come. They aren’t wind or waterproof! So we have a brand new home being ruined by pella. Since posting my reviews online I have received canned responses with empty promises of contact and corrective action. All part of the pella lie.

      Business Response

      Date: 02/24/2023

      WE have contacted the homeowner and have a manager and service technician going out to look at the issue on Tuesday 2/28/23. We were under the impression this service was completed; we will make sure the issues get taken care of. 

    Pella Windows & Doors Southwest is BBB Accredited.

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