Complaints
This profile includes complaints for Pella Windows & Doors's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:05/27/2025
Type: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.
We bought a new Wardcraft home 12 years ago and had a Pella sliding door put in during its construction. 3 years later we had a seal issue that required Pella to come out and remove the panel and install a new one. 1 1/2 years later the other side started leaking requiring Pella to come out and install a new seal on the sliding part of the door. That winter we had snow blowing in around the door and heavy frost and ice around the inside of the door. Pella came out and adjusted it when the weather warmed. the next winter same thing happened ie ice and snow coming in. Pella ordered a ne door panel and seal had it shipped to me so we could stain it to match. When it warmed enough to stain it,we had Pella come out and install it. That seemed to work until a year ago and the same thing happened snow blowing in and ice around it. Pella came out and put a new seal in and it didnt work. So they came back and bent the track to make it run closer to the other glass to try and seal it. That didnt work either all it done was made it harder to open and close. Now they tell me that they have tried everything and I need to buy a new door because the 10 year waranty is up and the lifetime waranty doesnt apply.Customer Answer
Date: 05/28/2025
Not sure. One place says 10 years the other says 20 years. I maintain the fact that it has been ongoing since the third year and has never been fixed.
Business Response
Date: 05/30/2025
Service History Summary – Order *********** (Wardcraft
Homes – 03/2013)
Product Source: Direct purchase from Pella Corporation (not sold by
Heartland Pella)
Initial Product & Issues Timeline
03/2013 – Original order placed by Wardcraft Homes directly through Pella
Corporation.
10/2018 – Glass sealant separation was noted on the fixed panel, leading to water
infiltration. The fixed panel was reglazed to resolve the issue.
2019 – Vent panel was replaced due to glass sealant separation, and resolved the sealant situation.
2020 – Customer reported frost/condensation on the door. A phone consultation
was held, and a condensation information packet was sent to the homeowner.
2024 – Customer reported air infiltration. Heartland Pella waived the labor
charge for inspection due to the customer’s long-standing concerns.
2024 Technician Inspection Notes
Observed
a gap (~1/16") between the operating panel and the interlocker.
Recommended
replacing the panel weatherstrip and applying glazing tape to improve the
seal.
Moisture
and freezing were causing damage at the threshold near the footbolt.
Condensation
levels in the home were discussed; the indoor humidity was at 36% (above
the recommended threshold). Advised increased ceiling fan use for air
circulation.
Follow-Up & Claim Activity
Customer
declined to pay for interlocker weatherstrip replacement.
A
claim was submitted to Pella, and as a one-time customer service
gesture, Pella agreed to cover the cost of the weatherstrip.
Heartland
Pella technician installed the new weatherstrip, added additional tape,
and adjusted the top guide. However, the door still did not seal properly
at the interlocker.
There
is a bow in the fixed panel, likely due to prolonged condensation
exposure, requiring a full frame replacement.
Claim Status & Resolution Offer
May
2025 – Heartland Pella submitted a full frame replacement claim to
Pella Corporation.
Claim
denied due to the unit being outside the warranty period and
the presence of documented condensation issues.
Warranty
coverage: 2 years labor, 10 years parts for manufacturing defects, 20
years for glass (see attached warranty documentation).
Next Steps
Heartland Pella will reach out to the homeowner with a
proposal to replace the door at our cost.
Customer responsibilities: Labor and prefinish costs associated with the
replacement.Initial Complaint
Date:02/05/2023
Type: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.
My main reason for contacting Pella was to replace the old, broken storm door on the front of my house, but the back doors weren't in great shape, so thought I'd get them all done at the same time.
A quote for $******* was sent to me at the end of August, 2022. It's now February of 2023, and I still have no front storm door, and the back door not only cannot lock, it has a knob that keeps falling off. Installer discovered the front storm door was FIVE INCHES too short. I was told it would be taken care of. Next I got an invoice from Pella for $*******.
I returned the invoice with a note that I didn't have all my doors yet, the doors I did have weren't working properly, and I was not about to pay for something I did not receive.
The salesperson came by with an allen wrench and put the knob back on the rear door (it fell off again later, and continues to fall off). He said some things about the door not being installed properly, which was why it wouldn't lock. Again: the door was installed BY PELLA. The salesperson assured me over and over again that they would take care of me, it wouldn't be a problem, he would make sure the invoice was adjusted to reflect what I actually received, and a "bonus for my trouble."
I got another invoice from Pella for $*******.
I work out all the math, removing charges for the door I never got, a third of the installation costs, and a third of the materials, which I broke out and sent them.
It's now early February, I still don't have a front storm door, the back door doesn't lock and has a handle that falls off so often that we keep an allen wrench next to it. They sent ANOTHER invoice, still not crediting the full amount, aged another 30 days, with NO contact from management, accounts payable, or anyone but the salesperson (who keeps assuring me "he'll take care of it," but nothing changes).Business Response
Date: 02/22/2023
The front storm door was originally the incorrect size. Due to supply shortages, there was a temporary suspension on the correct storm door size. We are now able to order the correct special size door for this customer and we have a meeting set up for today, 2.22.23 to finalize the details and place the order.
Our service technician is scheduled to repair the back storm door on March 1st. The door is not latching and an adjustment is required.
Once the front storm door is installed the customer has agreed to pay the originally quoted price. Nothing has been reported to the credit bureaus; the customer was receiving monthly statements detailing the account balance. The job will be completed as originally quoted to include the installation of two Storm Doors and an Entry Door.
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