ComplaintsforPella Windows and Doors of Northern California

• Initial Complaint

  05/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Pella headquarters said we needed to deal with the local Pella and they have been uncooperative. We ordered doors with blinds and they delivered doors without blinds. We have the written proposal with blinds as a separate line item. When we questioned that, the sales rep said it's a separate line item. We have the ***** to the sales rep saying we wanted to include the blinds in the doors. We have the sales rep's ***** confirming we wanted the blinds in our order. One of the three sets of sliding doors replaces same size, sliding glass doors that are perfectly good and we simply wanted doors with blinds. To order/ship us doors without blinds to replace perfectly good doors without blinds would have been unethical. There is zero question that we wanted the doors with blinds and Pella refuses to take responsibility for their error.

  Business response

  05/23/2022

  May 23, 2022
  
  RESPONSE TO BBB ISSUE WITH HAY JOB
  BBB ID #********
  
  Hello.
  There are several inaccuracies regarding what the customer is alleging.
  #1.  The contract for these doors was signed by the customer on 6/21/22, and ordered in June, 2021, not in April 2021 as the complaint alleges. 
  #2.  Customer complains that they tried to come to a solution with Pella, but we personally reached out to the customer via multiple emails asking for them to provide information as the rep that sold them the doors no longer works for Pella.  The last email I received from ************* said, Thanks for your reply.  I appreciate your questions, but our position hasn't changed from the first time we contacted Pella. I will respectively answer your questions below, but only this one last time.  The complete text of this email is:
  (*************) - Thanks for your reply.  I appreciate your questions, but our position hasn't changed from the first time we contacted Pella. I will respectively answer your questions below, but only this one last time.
  1.I am interested in your explanation as to why your text/email stating you wanted the blinds between the glass (which I have verified to be true), and dated on 4/14/21, was not acted upon until the contract signing on 6/21/21?  Is it possible that between 4/14/21 and 6/21/21, there is  missing information that Pella NorCal is not aware of in this conversation?
  If you look at the email dated 4/14/21 you will see that the sales rep indicated that she needed to verify the window sizes with the engineer.  She was in contact with him after 4/14/21 working with him to finalize the construction plan until the order was placed on 6/21/21.  We also discussed with her the blinds we wanted, white mini-blinds.  During this time period she confirmed that the blinds were a side item, not called out for in the door order that stating door dimensions, color, and hardware.  
  If the implication is that we changed our minds during this time period, we did not. In fact, why would we order the two-panel door for our den area when it already has a perfectly good set of two-panel sliding glass doors in it. The only reason to replace the current doors was to get doors with blinds inside. We can confirm that we have been discussing the doors we were having installed, with blinds, to multiple friends. My wife also has severe dust allergies and having blinds within the sliding doors was vital.
  1.Furthermore, I am also interested to know how, knowing that the doors with blinds were of substantial additional expense, could the contract be signed ignoring the fact that the additional expense was not included in the signed contract? 
  As we stated previously, we understood there was an additional charge.  We didn't ignore that it wasn't included in the document we signed.  We questioned it at the time, but were told it was a side item.  As we previously answered, we knew there would be an additional charge, and were (are) prepared to pay it.
  1.Finally, you state again, that Pella should send you the doors that were ordered.  As I state in my previous email, you did indeed receive the doors that were ordered.  Im interested to know how you feel Pella is responsible for this?  Is there additional information that I do not see?
  Since the sales rep told us this was how the order should be processed, with blinds as a side item, we definitely believe Pella is responsible. We do not know how Pella does business, so can only believe what we are told.
  You may be interested to know that the sales rep was contacted as soon as we found the discrepancy in our order and she denied ever discussing blinds with us. On receipt of documents showing her that she had indeed quoted us blinds, and that we had accepted the quote, and further that she had acknowledged our acceptance of the quote, she immediately told us that she couldn't help us.  I don't know if you're in communication with her, but perhaps the problem lies there.  
  Further, after reading the email confirmation again, I noticed where I had informed the sales rep, in writing, that my wife's name was *********, not *****, which she insisted on calling her throughout the process. I put it in writing after having told her in person numerous times.  When the order arrived, I noticed that it was to Rod and *****************. Clearly she has a problem with paying attention and following through.  I also understand she is no longer with Pella and is doing business independently as the Window Chick, so perhaps Pella also recognizes her shortcomings. 
  1....is it possible that the original quote stating the $7,500 to include blinds was originally for (2) doors and then door 3 was added to the quote afterwards?
  Definitely not. We rechecked the April proposal and all three door panels were included.
  
  #3.  We further tried to assist the customer by asking for them to show in writing, where they were told that the blinds between the glass would be a separate line item, or on a separate order.  Please see bold and italicized notes from above.  Customer claims we told them this but cannot show proof of this.  
  

  
  

  Customer response

  05/24/2022

  I am rejecting this response because: Show us ONE place where we said we changed our mind about wanting the blinds in the doors. We have written proof we SAID we wanted the blinds and written proof the sales rep acknowledged that she understood we wanted the blinds. Show us where we changed our minds. 
  

  Business response

  05/24/2022

  I have asked for proof from our rep that you were told that you could order the blinds later, or they were a "side item".  If you can show me proof of this we can discuss an amicable solution.  You acknowledge you knew you were signing for product that did not include blinds, but you thought you could order or pay for them separately.  This is the basis of your contention.  If you can prove to me that you were told that you could add the blinds after the initial order, we can discuss an amicable resolution.  So far, even though I have asked for this you have failed to provide it.  

  Customer response

  05/27/2022

  I am rejecting this response because: A: We have in fact provided Pella with proof that we wanted blinds in the doors which is substantiated with email communication with the Pella sales representative, and B: After conferring with an attorney, he identified that the original proposal in April showed doors that couldn't have blinds put in them (unbeknownst to us) yet there was a line item saying we could add the blinds for $7500. This was exactly the same order signed for in June.  This constitutes unethical business practices because we were given a bait & switch, told to approve doors that couldn't possibly include blinds we wanted.  As we stated, Pellas rep agreed in writing we wanted the blinds. When the non-conforming doors (no blinds) were delivered, we revoked acceptance of the order immediately and asked for a correct replacement.
  

*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. ↩