Complaints

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

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Pella Windows & Doors of Wisconsin has 4 locations, listed below.

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  Pella Windows & Doors of Wisconsin

  500 Pilgrim Way Green Bay, WI 54304-5264

  
• 

  Pella Windows & Doors of Wisconsin

  670 S Westland Dr Appleton, WI 54914-8854

  
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  Pella Windows & Doors of Wisconsin

  2604 Todd Dr Madison, WI 53713-2356

  
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  Pella Windows & Doors of Wisconsin

  19030 W Bluemound Rd Brookfield, WI 53045-6094

  

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:05/08/2023

  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.

  New front door and frame were supposed to be installed on 19 January 22 (yes, that's 22, not 23). Door came in defective with wrong hardware and colors. Have been harassing them to fix it ever since. Have had tens of dealings with many different people, and it still isn't in correctly. I've requested money back, and they refuse to give, and I'm just stonewalled with the good cop/bad cop routine. Occasionally someone will come out, and I finally got a new door, but it still isn't right. There's still missing hardware and a bad paint job. Emails and names can be provided upon request. The whole story is FAR too long to put in this form.

  

  Business Response

  Date: 05/09/2023

  Thank you for the message.  I would like to apologize for the delays in getting this project completed and share an update regarding our next steps.  The replacement panel was inspected and to my understanding the correct panel.  It does have some concerns with the painting which we are scheduled to be on site this week Thursday to correct.  In addition to the painting, the hardware was in need of replacement and that has been scheduled for the 23rd with the customer.  I fully expect that this project will be completed to the customer's satisfaction.  Thank you for the opportunity to provide an update.

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  These are just more promises. Up until now, everything has gone wrong. Seeing as this has been going on since January 2022 (yes, 22, not 23), I don't trust them. I won't be satisfied until the work is actually done, to my standards, with a significant rebate as a show of good faith/true apology.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/01/2023

  Type:Product 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 windows from Pella Windows and Doors in July for three windows in my apartment building, the delivery and installation of the window were supposed to take place on November 22, 2022. However, upon the time of the installation, the installers said there was damage to the windows that would not allow them to be installed. I stated then that I was not an expert in the purchasing and installation of the windows which is why I hired Pella Windows and Doors to complete the job. I then contacted *********************** who stated that they would try to figure something out. After a couple of weeks, it was determined that I would not be able get the windows installed without extensive repair. I then stated that I wanted a full refund of my money. According ****, and the Pella Window team, I was only going to get back a portion of my money as they were going to charge a restocking fee because they stated that I altered the window. I stated that no one altered any windows and because nothing was installed, I am due a full refund on the credit card that I paid. This has been an ongoing battle since November. To date my money has been held hostage and not returned to me. If I can't hire and expert to do the job then how are we as the consumer able to trust companies to do what is expected of them. I have also called and contact **** the General Manager and ***************** the owner. **** has been very rude and disrespectful and ********* non responsive. No business should be allowed to operate by holding a customers fund hostage and no work ever complete for 9 months. Thank you,*******************************

  

  Business Response

  Date: 05/09/2023

  Thank you for the message.  We had a chance to review this complaint and we would like to work towards a resolution.  We left the customer a voice message today and we are hopeful to connect with her soon.  Thank you.

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  New Pella windows were installed December 15, 2022. There were issues with the installation; however, the regional manager resolved one major issue -- 2 windows were installed upside down. Two of the screens, however, did not fit and they were reordered. A trim piece on the exterior was also to be replaced due to damage. It apparently had to be ordered. I was told this would be resolved by the end of December, early January at the latest. I have followed up numerous times and on February 9th, 2023 was told it would be another week. On March 2, I followed up again and was told it was delayed. I called the office on Friday 3/3 and was assured that the regional manager would be in touch. That has not been the case. At this point, I would like someone other than the regional manager to contact me with a specific date and complete the job. I have purchased thousands of dollars worth of windows and doors from Pella. I have never experienced such incompetence from what I considered a superior vendor of windows in *********** **.

  

  Business Response

  Date: 03/13/2023

  We were at the customers home on Friday (3/10/2023) and completed all the work needed.  After the initial installation there were a few items that needed to be ordered and we were waiting for the parts to arrive.  As of Friday, everything should be completed to the customers satisfaction. 

  Customer Answer

  Date: 03/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  The Pella Regional Manager completed all related issues that I raised in my complaint last Friday (3/10/23), and I am satisfied that all issues related to the installation of my dining room and front room windows have been corrected and/or completed.That included new screens that fit properly, a damaged trip piece on the exterior, bumpers added to the interior, and a new properly fitting bumper on the inside of the dining window. The Pella Regional Manager was courteous and apologetic, and made sure that I was satisfied before departing. 
  

  
  

  Regards,
  
  *************************