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Business Profile

Windows

Pella Windows and Doors of CNY

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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:10/28/2024

    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.
    We had a house fire and three windows were damaged and needed to be replaced. We wanted to use Pella as all our windows on the second floor are Pella windows. Our contractor contacted Pella and a sales person came to our home measured the windows and he ordered the windows. We paid in full. The windows arrived late August and one was slightly damaged and also missing were some of the grills for the windows. We were told they would be reordered and an expert installer from Pella would arrive and install. Several weeks went by and an installer arrived, he replace the damaged sash and then proceeded to install the Grills. Then he went to leave and I said I wanted to see the finished job. Glad I looked. It looked like Middle schoolers installed the Grills. The lower ones were too small and the grills were sticking out and not flush and did not line up. THEN he tells me this was his first time installing these grills on windows and he didn't have enough pins for the job. He then tells me he suspects the grills were the wrong size to begin with. He leaves and later that afternoon we get a call from Pella to reschedule our install (we are looking at December) and asking me, the customer, to measure the windows FOR THEM. I refused since I am not in the window business and a mistake on my part would not be good. I ask the scheduler to have a manager who can answer my questions to please call me so we can sort out how to repair the damage caused by installing the wrong grills. No call back from anyone. I then reached out to the original salesman to ask for the name and number for a manager, no answer. I should not have to chase after a company to perform a service paid for. I do not want to take off time from work to sit around for another incomplete job. And Pella seems to be unable to fix their own windows.

    Business Response

    Date: 10/28/2024

    The customer’s explanation is pretty much dead on.  The windows she bought were ordered with a removable grid that has to be field applied.  The initial order was for the windows and while she wanted top and bottom grids the sales person only ordered and charged her for top grids.  The reorder was then made when it was discovered at no cost to the homeowner.  The lower grids when they came in do appear to have been miscut in the factory and have been reordered.  I understand that it shouldn’t have happened but the mistake was made.  As for the December timeframe the new grids had to be remade and that is the lead time.  If we get them sooner we will call her to move it up.  We are still attempting to work with the homeowner and we still are working to correct an issue for part of the project she was never charged for and isn’t going to be charged for in the future.  

    We are making a good faith effort to remedy her situation and look forward to resolving it as soon as possible. 

    Customer Answer

    Date: 10/28/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 22481539, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
    I am still waiting for someone in authority to respond DIRECTLY to me as I am unsure how they plan to handle all the holes their installer made in my windows in his incorrectly attempt to install the grills.



    Regards,



    ***** ****








    Customer Answer

    Date: 11/19/2024

    Response from consumer taken by phone:  I finally had to track someone down to get answers.   I was assured the new sashes had been ordered.   I understand that the order may not come until December.  If I am not satisfied with the resolution, I will contact BBB to reopen this complaint.

  • Initial Complaint

    Date:09/08/2022

    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.
    We spent over $16,000 for new windows and a new back door. The door and locks were installed incorrectly (the deadbolt was installed upside down and the storm door they replaced is misaligned). I reported this to the Installation lead (Shane) and he told me to fix it myself.

    I had to call a locksmith to fix it and spoke with Michael A******* at Pella (3179 Erie Boulevard East in Dewitt, NY, phone 315-263-0164) several times. I submitted a copy of my receipt and he told me I would be reimbursed for the $70.20 that I had to pay to have the lock correctly installed. That was over a month ago and he is also ignoring phone messages and texts regarding this problem.

    Business Response

    Date: 09/09/2022

    We agreed to refund the $70.20 mid July and we cut a check that was mailed out.  Upon receiving this notification this morning we checked our records and have found Mr. ******** did not cash that check.  We will stop payment on that check and issue another one.  The second check will be printed and mailed by 9/16/22.  Please let us know if you need anything else.

  • Initial Complaint

    Date:08/02/2022

    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.
    Spent $55,000 on 20 windows at house. Salesman mismeasured a window, yet their installation crew had decided to start working on it. Window will now not stay closed bugs are flying in and I am being billed already. They are telling me window won't be in for another 2 months and won't be installed till October. They can refund my money and come back and take their windows out. Unacceptable

    Business Response

    Date: 10/11/2022

    The window in question was reordered on a rush.  We were in contact with the customer the entire time.  We offered to come work on his original window if he would send us pictures of the issue.  He said he would a few times and never sent the pictures.  We were there last Monday October 3rd and replaced the last window.  The job is complete and finished per the original agreement.

    Customer Answer

    Date: 10/12/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 

    Regards,

    ******** ********








Pella Windows and Doors of CNY is NOT a BBB Accredited Business.

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