ComplaintsforMountain View Pella

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have broken windows and no window company will replace them. Ive been in touch with Pellas service department in Colorado Springs since early April and they have yet to service my windows or tell me how to get them replaced. I also have broken hinges on a window that I have asked about, again with no answer.

  

  Business response

  08/06/2024

  We apologize for the inconvenience, however, we do not have record of your service request in our system. Would the initial request be under a different address or name? Please feel free to reach out to our service department at ************ and our team would be happy to assist in the repair of your Pella product.
   

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 17 windows from Pella Mountain View on 10/2/23 for $41,000. They first came to install the windows 12/21/23. They had ordered two wrong size windows and were missing to sliding door screens. On 12/21/23 and 12/22/23 they damaged the trim to my home. I have countless pictures and emails sent to try and resolve the issue. In January a manager came out to look at the damage. He (***) agreed that repair needed to be done. On February 8th 2024 they delivered the two replacement windows for the mid order but not the screens for the sliding doors. Upon arriving they said they could not work due to snow on the ground. A month later I reached out and asked when the job would be completed. They said the last week in March, so today I reached out and asked what day this week they were coming and they said they wanted to push it out again due to weather. It snowed yesterday but will be ***** on Thursday and Friday. Now the contact will not respond to me. I have called to ask to speak to the owner of the franchise or management and no one will respond or help me. Please help me in any way you can. I can provide pictures of damage and proof that the two windows arent installed nor that I have the screens for the sliding doors.

  

  Business response

  04/09/2024

  While we were able to complete the majority of the job, there were a couple items that were remaining that had to be reordered. When the replacements arrived, the weather and frequent snowstorms have delayed the installation. The last storm left 18 inches of snow and temperatures too cold for installation.  The replacement windows were delivered to Ms. ******* home of 2/8/2024 and are in her possession.
  
  Our installation manager, *******************, has been in contact with her discussion installation and has mutually agreed with the customer that all work will be completed as soon as the snow melts and it is safe for our crews to work on the property.
  
  At this time, all product has been delivered and we have completed the majority of the installation (14 of 16 units). And we have remained in contact to complete the installation as soon as the snow melts so our employees can work safely and temperatures rise so the caulk, stain and paint will cure properly.
  
  To my knowledge, an installation is scheduled this week, weather depending.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased windows from Pella and they were installed on October *****, 2023. Part of the estimate was for scaffolding in case it was needed to install the windows that would be on the second floor. On the day of installation, there was significant snow on the ground and they said they could install the window upper window from inside. They did not require scaffolding. There are some significant errors with the order and we hope they will have them resolved by January 30th. I have asked if they would remove the scaffolding amount and resend the final bill so that when they complete the job I can make final payment. The company refuses to remove the scaffolding amount from the final amount due. This is a one thousand dollar line item. I am at a complete loss as to why they would charge a customer for something that was not used. I have photos I can prove that they used ladders for some outside work and installed the window from the inside. Can you help with this matter?

  

  Business response

  01/22/2024

  We are working with the customer on a solution ************** was indeed not used on installation day due to snow on the ground. However, it was discussed with the customer that we would either have to delay their install or bring in more labor to be able to install the product as scheduled. More labor was chosen and thus costs incurred on the project to get the window installed safely and timely for the customer.

  Customer response

  01/25/2024

   
  Complaint: 21100485
  
  I am rejecting this response because:

  The response does not pertain to our installation. 
  

  ?Thank you for your response.  I realize that the above explanation sounds plausible, however, it didnt happen with my installation.  Perhaps, this happened with someone elses project but not ours.  
  
  #1) there was never a conversation regarding delaying the installation or bringing in more labor.  I imagine I would have been fine either way, however, being a business woman, I would have asked about cost difference and would have had the invoice changed to reflect the difference between supplies (scaffolding) and labor.  This conversation never occurred.  
  
  2)  No additional labor arrived. Two installers arrived at the start of the day and throughout the day there were only the two.
  
  I know this because it was very cold on this day.  I made hot chocolate every two to three hours for everyone on the grounds.  I would go outside and count and it was always the same two employees.  I distributed 4 rounds of 2 hot chocolates on the first day and two rounds of two on the second day.  
  
  I appreciate the response however, the situation described does not reflect what happened on our site and I believe you may have confused the situation with another project.  I again ask for the cost of scaffolding to please be removed.  
  
  We have purchased a whole house of 50 windows from Pella in the past for another home and we still have windows we want to replace in this home.  This project was completed by a two person team and no scaffolding was required.  I ask again, please remove this line item.

  
  Sincerely,
  
  *************************

  

  Business response

  02/22/2024

  We have reviewed the further information internally and have been in contact with the customer to offer them a credit. This is being handled directly between the customer and the company.

  Customer response

  02/24/2024

   
  Complaint: 21100485
  
  I am rejecting this response because:
  The resolution provided by the company has not happened.  I have not been contacted by the company regarding this issue.  I have not received notification of a credit on my outstanding balance.  It is my hope that all remaining work will be completed on March 5th (four months after initial installation) and that the final bill will include the credit for the scaffolding that was not used on my project.  
  

  Unfortunately, until I receive notification of the companys stated intention I cannot accept their resolution.

  Sincerely,
  
  *************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September of 2021, Mountain View Pella installed windows and doors in our home. The sales rep assured us that ONLY Pella certified installers would install our products. Pella's advertisements state that ONLY Pella certified installers complete Pella's installations. However, *** contracted our installation out to *******, which we were never made aware of. The installers (non Pella) that completed our installation had not been specifically trained on Pella installation or products. Windows were installed that were cracked, inoperable and all windows were left smeared and filthy. This was not the professional installation nor the "Pella Experience" that we PAID for. We paid an additional fee to Pella to remove and replace plantation shutters. The installers did not perform this service and damaged all shutters. No one from Pella came to supervise the installation nor complete a final walkthrough, however, our credit card was immediately charged for the entire cost of the project. There were screens missing, damaged windows & damage to our home. We were mistakingly charged for a type of screen (plus additional labor charges) that was not installed on our home. Pella has been paid for services that were promised but not provided, not completed and for product that was never installed. Since September 2021, we have asked multiple people, multiple times for a refund of the products and labor that was not delivered/performed. We have not received a response in regards to refunding the monies due to us. MVP was not truthful and was negligent by providing installers that were not certified professionals of Pella. We signed a contract and PAID for a professional installation to be completed by Pella certified installers. There has been lack of communication and follow through. No compensation has been offered to us for the unprofessional installation of products. This was a $65k project. Almost every single unit that was installed has to be reordered and reinstalled.

  

  Business response

  04/20/2023

  Thank you for reaching out regarding this matter. We have been in communication with the customer since their original install. Our **** installers are certified with Pella to install products purchased through our distributorship. During this install the **** scheduled the incorrect crew to complete the project. When this was found to be the case, we reordered the product installed incorrectly and had the correct team revisit the project to install the product to our standards. After the new product was installed, the customer had several concerns regarding manufacture defects. We worked with the manufacturer to obtain new product and replace the product in question. Due to manufacturing delays and lead times that are not controlled by us, the distributor, we are still working through the final few punch list items as the product becomes available to us. 

  Customer response

  04/25/2023

   
  Complaint: 19937639
  
  I am rejecting this response because: This response does not address our main concerns and complaints.While MVP may have **** certified contractors, the installers assigned to our installation were not trained in Pella products/installation.This was stated by the installers themselves, and, both ******* and Pella have acknowledged this fact.Pella was negligent by not being aware of the installers assigned to our project.No MVP employee was in contact with ** from the start of installation.No employee from MVP came to our home during installation, nor called to check in after it was complete.  Attachments show that we had to reach out to schedule a walk through.Pella has only installed one replacement window for ** to date. It was stated that we noticed manufacturing defects after the windows were installed.There should have been an efficient quality check on the products prior to installation. Notice in the emails I attached that no one will address the refund status. We understand the time it takes to get the products from manufacturing. Someone should have been looking out for ** and identifying issues with product and install before or during the process. There is absolutely no excuse and no one to pass the responsibility to-Pella is ultimately responsible.The attached picture of the window is how all of our BRAND NEW windows have looked since date of install. We have asked many times to have them cleaned.Our screens have been in your warehouse for weeks.Still, no one has come to install them. For 7 months we have been missing screens, had filthy windows, damaged property, no refund of monies paid for services/products that were not received, no compensation for the UNPROFESSIONAL installation we received and no effort from the business to make this experience fair to us, the customer!

  Sincerely,
  
  ***************************

• Initial Complaint

  01/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contracted with Pella Doors and Windows of Colorado Springs to replace several doors and windows in my house on *********** in *****************. The contract amount is for $139,499.31 of which I have paid a deposit of $69,774.31. The install date was set for 5/24/21. Upon arrival for the installation, it was determined 4 of the items were the incorrect size and needed to be reordered. After several months, three of the four items were shipped and installed. I asked on of the project managers about the remaining item, which is the living room patio door and he admitted the company forgot to order the replacement door. I reached out to the company and explained I would like the new door ordered and installed as soon as possible as the door they originally ordered is 5 inches too short. The installers scheduled a time to come and finish the unsealed windows and when they arrived, I found them receiving an insert piece so they could modify the existing door by cutting the top off and inserting a transom so the door would fit. I would not allow them to continue with this process as that is not what I contracted them to do. I explained I want my door to be the correct size from the factory and not modified in any way. The installation crew was extremely unprofessional and tried to bully me by insisting to cut and modify the door.I received an email from the Vice President of Sales, ***********************, on December 30,2021 stating they would like to schedule a time to come out and **** the door and transom together and complete this job. *** then stated if we cannot reach an agreement by 1/17/22 they will deliver the remaining product issue credit for work not done and the balance will be due that day. I sent *** a detailed letter with photos of everything incomplete along with photos showing the size of the existing living room door and photos of the size of the door they ordered clearly showing it is 5 inches too short. See attachments with unresolved work.

  

  Business response

  01/12/2022

  Good afternoon

         Contrary to ******************* claims, we do have the correct door for the project.  We have shown this to her and discussed at length.  Unfortunately she assaulted one of our employees and the police had to be be called and a report filed against her in the incident.  At this point *************** has in her possession material that is not paid for, hence it is considered stolen.  We reported this to the Greenwood ************************* this morning.  We have also contacted our legal counsel to open a case against ***************, preferably to be solved through mediation.

   Earlier this week we sent our GM of Sales to meet in person with ***************.  She was present as well as her interpreter.  It is very telling that her interpreter pleaded with her to be reasonable, and eventually left because she frustrated him so much.

   Today we had the President of our company reach out to see if she would like to discuss the matter with him, this was at 7:17 am, via email as she requested all communication be done.  We have not heard back from *************** as we approach 4pm.

   Plainly stated, we have all of the correct material and workforce to complete the project as contracted and have over communicated this to ***************.  If she truly wishes for resolution and completion, she will let us come on site to finish the work and be done.

  Sincerely,

  *** ******************************************************************* of Colorado

  Customer response

  01/13/2022

   Complaint: 16452687
  
  I am rejecting this response because:

  The living room door is 5 inches shorter than the description of the door on the contract I signed. On 5/24/21 when all products were delivered I was told it was the wrong size and would be reordered. Every description on the contract states the door is factory assembled and factory mulled. No transom insert piece is on the contract or was delivered originally. Four items delivered on 5/24 were the wrong size and three of them were corrected. When I asked why the living room door was not reordered they said they forgot. They came to my house on 12/20/21 and brought an insert transom piece intending to cut the top window off and piece it back together. They tried to bully me into accepting this solution.  The kitchen door is the same height and did not require this. I asked only for what we agreed on when we signed the contract, a factory assembled door per our agreement. They made a mistake and they are unwilling to accept the responsibility. I emailed *** 1/9/22 telling him I was out the 10th and 11th but he could pick up materials on Wednesday the 12th. They did not respond or show up to get them. I have not stolen anything rather they have used my garage as a storage unit for over 7 months with items they ordered incorrectly. I should be compensated for storing their mistakes. By calling the police they have now damaged my reputation causing more stress and frustration. I am so disappointed and frustrated with this company and experience. 
  
  Sincerely,
  
  Yueh *******************

  

  Business response

  01/13/2022

  Good afternoon,

  The President of our company has been in direct communication with *************** via email, and has presented her with the exact dimensions of what we have. These dimensions are not incorrect for what is required for the opening in her home, nor are they 5" short as she keeps asserting. We stand by our offer to let us complete the project by January 17th.  After which time we will consider the project closed, adjust the invoice to reflect the refund for labor not provided (because the customer would not let us complete the job) and the balance will be payable on that day.  Failure to pay will result in a lien being filed and any other necessary collection efforts.

         It is critical to restate the following:  We have the correct material, we have the correct labor force and we have the willingness to complete our scope of ******************* project.  This is only held up from being done by *************** believing that there is some mistake with her door/transom combination, none of it is based in reality.

  Thank you,

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

  Vice President 

  Pella of Colorado

  Customer response

  01/14/2022

   
  Complaint: 16452687
  
  I am rejecting this response because:

  The reality is Pella ordered the wrong sized door and is now trying to avoid having to eat the cost of reordering the right one.  They want to cut the window off the top and insert a piece to make it the right size giving me less than what was promised per our agreement.  I am uploading the contract along with recent photos taken of the actual size which is 5" short. Why would it state in the contract the height is to be ****" and they send out a door that is only ****". The kitchen door is the same height of ****" which they ordered wrong the first time as well.  The new one they sent out was the right size and it did not require them to modify it in any way.  It is clear to me this company made a mistake and instead of doing the right thing by ordering the correct one, they want to modify this piece to save money at the expense of me getting an inferior product. If it was the right product to begin with why was it not installed with the other products on May 24th when it was delivered? The reason is the ordered it wrong and now are trying to piece it together because the list price for the door is over $18,000. I am tired of the bullying and lying.  I want what was promised to me and I will gladly pay for that and that only.  Admit your mistake and make it right!!!!    
  
  Sincerely,
  
  Yueh *******************

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