Complaints

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

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Pella Windows & Doors of WNY has 5 locations, listed below.

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  Pella Windows & Doors of WNY

  2975 Brighton Henrietta Town Line Rd Rochester, NY 14623-2787

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  Pella Windows & Doors of WNY

  2580 Walden Ave Cheektowaga, NY 14225-4738

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  Pella Windows & Doors of WNY

  789 Linden Ave. Rochester, NY 14625

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  Pella Windows & Doors of WNY

  558 Sonwil Dr. Buffalo, NY 14225

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  Pella Windows & Doors of WNY

  2410 Walden Ave Buffalo, NY 14225

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:09/12/2023

  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 ordered a door from Pella 11/3/22, the door was installed on 2/8/23. I had 3 service calls on that door, the last service call on 4/18/23, I was told that the door is TO BIG and they were ordering a new door. The second door was installed on 6/6/23, the servicemen came took out the first door a
  tried to install the SECOND door, when I was told it was the same height as the first door, it WAS to be 1" shorter and 1/2" narrower . The SECOND was same height but 1" narrower. Problem the customer color molding was no good. that problem was resolved on 6/8/23. Now starts the real problem! The molding is coming off, I'm getting water in behind there trim that's coming off. I have contracted with an independent contractor to do the repairs, and sent a copy to Pella. I did get a call to say that I should go ahead with the repairs,I ask for a letter stating that and that it will not affect the door warranty. I have not heard back and so I called back and left another message on 8/9/23 no response. To repair this issue they need to strip off my siding which was just done last summer. In order to get the second door in they took a sledge hammer and pounded the hell out of heeder, and sill plate. I just can't believe that a company like Pella would and did this to me every window in my home is Pella with the exception of 3, I have 28 windows, 1 patio door and a custom made cupola made by Pella. I requested the salesman, salesmanager and owner to come look at this install job!! No response!

  Business Response

  Date: 09/28/2023

  Good afternoon, We appreciate the feedback from the customer, but do not agree with the comments. Not only we have been in communication with the customer, but our management team has also been to the site, multiple times.  The cancellation of warranty was due to non-payment of the final balance. Not only we have completed all necessary work, but we have also upgraded the door while extending a credit toward the final balance. We will re-instate the warranty, once the outstanding balance is paid. The customer has been notified of the reason for the cancellation of warranty and given options on how to pay the final balance in order to re-instate it. Thank you!

  Customer Answer

  Date: 10/06/2023

  On 11/3/23 I in good faith ordered a PELLA entrance door from Pella Buffalo, Inc. The door was installed on 2/8/23. It was my understanding it was a Pella Door as ordered, no paper work or warranty paper work was left. The door was not installed by Pella, but by an Certified Pella Installer ***** **** ************** he told me paperwork would be mailed  never received, as the problems started. There were issues with door, adjustable sill with 5 hole to adjust sill, capped off with plastic caps.  With the caps popping up from the sill it chipped the hard plastic door sweep.  The caps keep coming off, Pella ‘s serviceman was at my neighbors I asked if he would  came and take a look at the sill this was on 3/8/23  He came over looked and asked were was the  other door sweep material is, I told **** The installer told me that the door is a tight fit and didn’t need the other door sweep ,soft sweep, and he took it with him.  On that date, 3/8/23 **** said he would need to re-order new sweep. Still issues. On 4/7/23 service call I was told that the door is to BIG, even thought the it fit into the opening. I was told that they were re-ordering a new door, it was to be an inch(1”) shorter and ½” narrower. On 6/6/23 the second door was installed. However the second door was the same height as the first door, but 1” narrower, this caused a problem as the outside color matched trim as not to size. On 6/28/23 after a few calls to Pella, **** Pella, service install manager came out, opening comment “It’s a **** install job” He was going back to the office and look up what size was ordered on both the first and second door.  In order for Pella’s installer to get the second door in that took a sledgehammer to my sill and header, Causing damage to my newly sided home (8/22).  Never heard back from ****.  **** saw first handled That the molding was coming off, the door was damaged, they touched it up with touchup paint, so the first thing you see when you walk up to my door is touchup paint. I was getting water, and insects into my house, and got a estimate from a private contractor to do the  repairs to my home and redo the trim. I sent a copy to ****, and around 8/8/23 I was left a message to have the work done by my contractor. I called back on 8/9/23 and ask for a letter stating that they  ok’d this estimate for repairs and letter saying that it will not effect the warranty on the Door. On 9/21/23 I received a letter from Pella asking for $2,062.oo balance of door, and stated in the letter Immediate  response to stop further collection action, “WE APPRECIATE MY OUR BUSINESS, UNDERSTANDING INCVENIENCE THIS HAS CAUSED”   They have no idea what this has caused me. I called and spoke with “Krista A***” about the balance as I come up with $273.81. A Melanie D*** said No that they were not allowing the 10% discount which was promised by Pella’s sales manager back at the Start of all this problem back in April, as I had the work done by my contractor and not by Pella.  My response To that they had from 6/28/23 till they OK’D the repairs estimate on 8/9/23 to get out to my home and do what need to be done, **** ***** saw what needed to be done.  I have asked both the sales manager, Ryan M****** and the owner Allen B*** to come out and look at this job, no Response .  Well now it’s to late as the work is complete, as I needed to get this done with winter and cold weather at our door steps!!  Contract            $4125.00 Less 10%            -   412.50 Down payment  _2063.00 Repairs                - 1375.69 Balance                 $ 273.81 This is what I feel is what I owe Pella only Pictures have been sent to the business but can be provided upon request. 

  Business Response

  Date: 10/24/2023

  Response taken by phone:  We replaced the door 2 times and when we was not happy with the third, we ordered, upgraded and installed it at no additional cost to him.  We never agreed to a 10% discount.   We did go back multiple times to address his concerns.  We repaired the trim around the siding.  No additional repairs were needed but we still credited him $1375 to cover the cost of repairs he had done even though this repair was not warranted and was not approved by us.  Our records indicate that his balance is $686.31.  Upon payment we can reinstate the warranty and avoid sending this to collections.