Complaints

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:10/22/2024

  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 purchased a door for my home from Pella Windows and Doors and got it financed through ********* on 9/24/ 2024. Installation of the door was scheduled for 10/18; however, the installation crew was not able to get to me on that date, but promised I could be scheduled for the following week. I was called Monday morning by customer service representative **** to reschedule; she advised she had no available appointments until 11/05 of which I informed her that I would need the door installed before 10/31. No additional effort was made by her to resolve my issue nor did she take in consideration I am being inconvenienced. No one there has contacted me regarding this issue so I am being pigeonholed to their schedule with no regard for mine. I do not like the way Pella does business and resolve issues.

  Business Response

  Date: 10/23/2024

  I have reached out to the customer and left a VM, our installation department was able to set a new installation date of 10-24-2024 for the client. I will continue to make attempts to speak to the customer directly to insure all of their concerns have been answered. 

  Business Response

  Date: 10/25/2024

  I have reached out to the customer and left a VM, our installation department was able to set a new installation date of 10-24-2024 for the client. I will continue to make attempts to speak to the customer directly to insure all of their concerns have been answered. 

• Initial Complaint

  Date:11/24/2023

  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 am filing a formal complaint against Pella Tennessee (PT) regarding my experience with Order #***. The issues I've encountered persist, necessitating your intervention for a fair resolution.The primary concern involves a payment records discrepancy. Despite my documentation confirming full payment, PT's system indicates an outstanding balance of $691. I paid a $6,000 deposit and $7129.21, as outlined on the delivery ticket, processed through Payportal, adhering to the *** system.The job, initiated and paid for on 12/31/21, faced delays until 11/07/23 due to an incorrect sash lock. ***** (the salesperson), aware since the beginning, failed to take prompt action.Communication issues are pervasive. The installer failed to deliver all windows; two were made by DC staff. The lack of a customer phone number in PT's system (which I provided) resulted in an unannounced technician arrival. *****'s lack of prompt action is concerning.***** claims I owe the installer $1,400 for trim pieces, a charge I dispute. Despite my explicit request, he questioned my integrity on payment via email.Pella's errors extended beyond installation. The bathroom window was incorrectly made, and final paid-for windows languished in the warehouse. When I inquired after three months, there was no communication regarding *****'s vacation or future, planned installation dates.Pella Tennessee remains unwilling to provide a written warranty notification and has shown reluctance to compensate for time and frustration. I request your assistance for resolution.

  Business Response

  Date: 12/27/2023

  Pella Tennessee does not have any signed contracts with the homeowner filing the complaint.  Which makes this a little tricky as far as a response. The orders were contracted with a local window and door installer, who was referred to the homeowner by a neighbor.  As the contracts were with the installer, any installation scheduling would be communicated through him and the homeowner.  Although the homeowner was informed in writing prior to placing both orders, of extended manufacturing times due to supply chain issues, Pella TN offered to provide the second phase of windows at a discounted rate, and a 5% credit on the original contract price.  In an email dated 12/31/22, the homeowner accepted these terms.  Additionally, due to a manufacturing error on the bathroom window which caused an additional delay, the full amount ($971.89) for the window was fully refunded.  All Pella Warranty documents can be found online, but we would have been more than happy to provide this information, if a request had been made.  At the date of this filing, any/all service or warranty related issues have been addressed.  We are unsure why the homeowner continues to make these claims, when he was informed of the delays prior to the orders and accepted the discounted rate and the credit offered to him.
  
   
  
  Sincerely,
  
   
  
   
  
    *********************** | GM Trade & Commercial 
  
    Pella Windows and Doors of Tennessee