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Business Profile

Door Repair

Pella of Columbus, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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:09/10/2024

    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.
    A screen was installed with a hole in it. The company was notified more than a month ago and has not replaced it.Some of the windows are not operating properly.

    Business Response

    Date: 09/11/2024

    We were made aware of *** ******'concerns at the completion of his install the first week of August, at that time we began the process to order the necessary parts to remedy. There were attempts to reach *** ****** that were unsuccessful on 8/19 and 8/23, both attempts a voicemail was left. On 8/23 the voicemail did notify *** ****** letting him know we would be in touch the 2nd week of September to schedule a time to send a member of our service team to his home to service his product. 


    Upon receiving notice of *** **************** on 9/10, we immediately reached out to follow up with him. We were unable to connect with *** ****** from this call, but a voicemail was left for him on 9/10. We are committed to ensuring that *** ****** is taken care of and satisfied, as always, we take great pride in our work, and it is a top priority to make sure any issues are taken care of. As of 9/11, we expect to receive the parts to complete this project by the end of this week and will then solidify a date with *** ****** to service. 

  • Initial Complaint

    Date:04/26/2023

    Type:Sales and Advertising 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.
    I was charged $175 for "service" that I did not need (I only even agreed to it because the sales rep told me I needed it) which took less than 1 minute and was clearly not needed. I believe that the sales person knew that the service was not needed but suggested I had it done anyways as a way to make a quick $175.

    I originally had a sales rep come out to my house from Pella to give me a quote on new windows. When he arrived he gave me a quote on a few of my windows that were not Pella brand, but saw two pella brand windows in my bedroom that appeared to be failing due to a black substance on the panes as well as some gunk coming out of the wood. I told him I would be interested in a quote for new windows in the bedroom and he specifically told me I did not need new windows. Instead, he told me to have Pella service come out and they could "replace the sashes" and it would be like I had a new window. I said, OK, and called Pella Service. While on the phone with Pella service they made me aware that there would be a $175 charge on my account but suggested it was just a temporary hold to book the service. Since, I thought they would be replacing the sashes, I thought it was a fair amount even if it wasn't just a hold, and gave them my CC info.

    Fast forward to the service date and a gentleman comes to my home, goes to the window, immediately within 10 seconds says its not a window failure and that I could get rid of the gunk via a blade. Leaves my house within 2 mins of arriving. To any expert it should have been clear. I believe the sales person knew and was lying to me.

    I called and requested a refund of the $175 fee as they clearly were upselling me on service that I didn't need. The manager said he would look into it (after arguing with me that I should have known - I'm not a window expert) and to this point has not called me back.

    I would like my $175 back and an apology for the predatory practices Pella displayed.

    Business Response

    Date: 05/02/2023

    We were able to reach the customer and work through this issue, a refund has been processed and the customer was able to voice his concern to us about the individual he spoke with. We came to a mutual agreement and the customer was satisfied with the outcome. 

    Customer Answer

    Date: 05/08/2023

    I accept the business's response to resolve this complaint.


    Regards,



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

Pella of Columbus, LLC is BBB Accredited.

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