ComplaintsforPella Corporation

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased and installed a Pella Bay Window with a Maple wood interior ( unfinished ). After countless efforts with the upper management to replace one cracked plastic screen lock port , which was damaged when installed , can only come to mind the Pella *********************** is worthless . ********************** Window contacts include www.pellanynj.com

  Business response

  07/16/2024

  RE: ID # ******** *****************************
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up with the concerns that have been presented regarding ******************** broken screen strike on his Pella Lifestyle bay window. 
  
  As ****************** may be aware, the warranty for wood products purchased after February 9, 2017, provides coverage for *********************** material and workmanship; limited lifetime coverage for premature failure of the glass seal and the frame; and labor charges for service are covered for the first two years from the date of purchase. 
  
  Upon receipt of this complaint, I contacted the local management team. The General Manager with Pella Windows & Doors of *********************, ** advised that they now have the necessary screen strikes in their warehouse and that their service team will be making contact with ****************** to schedule the replacement appointment. It is our understanding that this final parts appointment should resolve all outstanding concerns presented by ******************. 
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores.  The sale and service for Pella products in your area is provided by Pella Windows & Doors of *************************. This location is responsible for addressing all sales and installation concerns generated by their team, and/or warranty related concerns for their customers. This includes scheduling and parts ordering, so if the customer has any additional questions or needs for status updates for the upcoming appointment, we encourage him to contact their team directly, as they are in the best position to assist him. They can be reached directly by calling **************.
  
  Thank you for the opportunity to review this matter. 
  
  Sincerely,
  
   
  *************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have Pella Windows and it has a lifetime warranty on installation and leaks. I have the document from Pella. The window is currently leaking and I have water intrusion . I am unable to get the local pella representatives to answer my calls or come and fix it in spite of numerous messages.

  Business response

  07/16/2024

  RE: ID # ******** *****************************
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up with the concerns that have been presented regarding Ms. ********** experience with her Encompass by Pella windows and water infiltration. 
  
  As the customer *** be aware, the warranty for vinyl Pella products provides the original purchaser of the product with coverage for 20 years on IG seal-failure, 5 years for glass with between-the-glass blinds, limited lifetime on the remaining components, and labor for the first two-years from the date of sale.
  
  Upon receipt of Ms. ********** complaint, I contacted the local management team. *************************, Service Supervisor with Pella Windows and Doors of *******, advised me that their local installation recovery team went to the residence on June 6th, 2024, and performed water testing and an inspection of the installation. The result of that testing is that no windows were found to be leaking. I was also advised that their team noted that there is cracked stucco, and flashing issues above the windows, which appears to be related to the water intrusion reported by the customer. However, the inspection findings are that neither the cracking stucco, nor the flashing concerns, are directly related to the windows or the window installation. It is my understanding that this determination has been communicated to the customer, and that supplemental pictures and videos taken during the inspection were emailed to the customer. 
  
  ********************** is not a party to the customers purchase agreement contract with the local Pella window and door distributor. Additionally, as the manufacturer, Pella Corporation does not provide installation services, and therefore does not warrant said installation services. We are not in a position to mediate disputes regarding an installation contract or any claims of damage that *** or *** not have resulted from the installation process. 
  
  Finally, as we are a manufacturing facility, we do not employ service representatives to travel to installation sites for inspection purposes. We rely on the local distributors to inspect and assess any concerns related to Pella product installed in the field. As the determination made by the local team, through water testing and inspection on June 6th was that the windows are not defective nor contributing to this concern of water intrusion, Pella Corporation is unable to provide assistance or direction in this matter. 
  
  Should ********************** have any additional questions regarding the results of the inspection or water testing performed by Pella Windows and Doors of *******, we encourage her to communicate directly with their team, as they are in the best position to assist her. They can be reached by calling **************.
  
  Thank you for the opportunity to review this matter. 
  
  Sincerely,
  
   
  *************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 6 subpar Pella windows in 2020 which failed in 2022. I instigated a warranty claim which was only just completed in 2024. It took Pella 14 attempts to replace 2 large windows. Sometimes the window teams didnt show up and sometimes they did but with broken, scratched and incorrectly sized windows. My wife and I took several unpaid days of work which were wasted in waiting for this work to completed. On the final attempt the window team even tried charging me $300 for the work to be completed.Over a 2 year period it became a joke if the teams would turn up and if the windows were complete. I tried to get an answer or compensation for this and Pella fobbed me off telling me it was a Lowes problem as I bought the windows from them and they were technically Lowes windows.I went to my locals Lowes to explain and they told me to contact the Lowes installation team which I did on 7/3. The lady told me they cant help but to contact Pella! Each company has been happy to take the money for my total 17 house windows but refuse to accept responsibility or help me and my wife out for 2 years of incompetence. I wish I had gone through ******************** windows when I started this project as Ive been let down by Lowes and Pella.

  Business response

  07/11/2024

  July 11, 2024
  
  *************************
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** *************************
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that **************** has presented regarding his service experience.
  
  Pella Corporation and the local Pella distributor, DHD Windows and Doors, LLC,continually strive to provide superior customer service. We very much regret to learn of the difficulties **************** has experienced with his Pella 250 Series fixed windows and we sincerely apologize for the frustration this has caused.
  
  The warranty for vinyl Pella products provides the original purchaser of the product with coverage for 20 years on IG seal failure, 5 years for glass with between-the-glass blinds, a limited lifetime on the remaining components, and labor for the first two years from the date of sale.  Specific information for the limited lifetime and transferable ten-year warranty is available online at: **********************************************************
  
  Pella Corporation is amenable to the potential of a refund,as requested by ****************, for the quantity of two (2) fixed windows affected by this situation (Frame size ***** x 47.5 and 59.5 x 47.5.) However, we would require additional information and steps before a refund, or the dollar amount for the potential refund, to be agreed upon. If **************** can provide a copy of his original receipt to reflect the amount paid at the time of sale through ********************* Pella Corporation is willing to refund the purchase price of the quantity of two (2) fixed windows from Purchase Order #*********, lines 002 and 003. The refund would be for the product only and would not include any installation costs, as the labor warranty has now expired. The full refund option would be contingent upon the signing of a Release Agreement by the customer and **********************. This document would release any remaining warranty coverage for the product in question.
  
  The other four (4) Double Hung Windows on the Purchase Order would not be eligible for a refund as they are not involved in the ongoing service matter reported. As such, they would not be included in the Release Agreement and would maintain full warranty coverage per the applicable warranty terms.
  
  **************** is welcome to communicate his decision regarding the above offer through the BBB website, or by emailing Pella Corporation directly at ************************************************************** **************** chooses to email his decision directly, which may allow for faster and smoother communication, we ask that he reference Event #******-002394 in the email subject line to expedite our receipt of his decision and the copy of his purchase receipt.
  Thank you for the opportunity to review this matter. We look forward to Mr. ******* response.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1/29/24- Check was cashed by a Pella Master Installer for window installment. ($4,000)4/24/24-Window was installed and found to be damaged. One of of integrated blinds was crooked, the sash had a hole in it, and the handles were two different colors (black/white). The first available service date was 8 weeks later. **************** claimed that it would take this long to order the custom made parts. 6/17/24- Date of scheduled repair. The Pella service worker showed up, started working on the window, and then told us he was still missing parts.6/18/24- *********** worker returned and started working on the window again. After a few minutes he told us that he broke something and would need to order more parts. He estimated that the necessary parts would take a few weeks to arrive. Our installment for the window was accepted by Pella 5 months ago and we still have a defective window.

  Business response

  06/26/2024

  RE: ID # ******** ************************;
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up with the concerns presented regarding Ms. ******* ******* experience. 
  
  Upon receipt of Ms. ******* comments, I contacted the local management team. *****************************, Service Manager with Pella Windows & Doors, advised that when the technician arrived for the original appointment, he was not aware that there were two ******* tickets for the same customer. As such, he only arrived with one of the two parts needing replaced. It is my understanding that he returned the following day with the other part, the sill stop. I was informed that the part unexpectedly cracked during the replacement process. A new replacement sill stop has been ordered for **************** and will be replaced as soon as the part arrives, and the technician has availability to return to Ms. ******* home. 
  
  While the goal of the local ******* teams is to provide a first-time resolution for customers during the initial ******* visit, regrettable, those efforts are not always successful. A variety of factors can result in subsequent ******* visits being necessary, such as incomplete ******* details being documented, or the unexpected breakage of a ******* part during a ******* visit. Respectfully, this will be Pella Corporations final response related to the current ******* need, as it is being addressed by the local ******* team appropriately. 
  
  Should she have any further questions or concerns, we encourage **************** to continue working with the Pella Windows & Doors ******* team as they are in the best position to assist her. They can be reached by calling **************. 
  
  Thank you for the opportunity to review this matter. 
  
  Sincerely,
  
  *************************
  Customer *********************************** Specialist
  Pella Corporation
  

  Customer response

  06/27/2024

   
  Complaint: 21898228
  
  I am rejecting this response because:

  -I do not find the response to follow up with the local team to be acceptable, because they have been unsuccessful in repairing my window twice, after several weeks of waiting for an appointment. 
  
  -I do not understand why the service worker was not prepared with the parts the first visit, as the appointment was scheduled 6 weeks in advance. 
  

  - I have not been given any kind of date for a repair and I cant understand why a brand new window has so many issues. I believe I was sold a defective product and I am entirely unsatisfied. 
  
  Sincerely,
  
  *************************

  Business response

  06/27/2024

  Dear ********************:
  
  Thank you for your additional correspondence regarding Ms. ******* concerns regarding her recent service experience. 
  
  Pella Corporations position remains unchanged from the response previously provided on June 26. As stated in the letter, while we understand that it is not ideal that a return service trip was needed due to an accidentally broken part, this matter is being addressed appropriately by the local service team, within the terms of the warranty. 
  
  The final part needing replacement will resolve the current concerns, and the local team will complete the replacement as soon as their schedule allows once the new part is in their possession from the manufacturing plant. 
  
  Respectfully, this is Pella Corporations final response to this specific customer complaint. 
  
  Should **************** have any further questions or concerns, we encourage her to continue communications with DHD Windows and Doors, LLC as they are in the best position to assist her moving forward. They can be reached directly by calling **************.
  
  Thank you for the additional opportunity to review this matter. 
  
  Sincerely,
  
  *************************
  Customer ***************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 4 shade in glass windows with remote. After many service visits still don't work. Please fix or refund money.

  Business response

  06/21/2024

  RE:ID # ******** *******************************
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on Mr. ********* concerns regarding his Insynctive blinds not functioning properly.
  
  The warranty for blinds and shades with Insynctive Technology provides the original purchaser with coverage for five years from the date of sale by Pella or its authorized dealer with cost of labor included only if the Insynctive Product was supplied factory-installed and only if a Notice of Defect occurs within two years.
  
  After receiving your communication, I contacted the local service department for Pella Windows and Doors. I was advised that their most recent service records for ******************** are from August 2023 and were marked as closed/completed. There havent been any new requests since that appointment.The local distributor stated they are prepared to inspect the product and work to troubleshoot or repair the concerns through the warranty process.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service for Pella products in Mr. ********* area is provided by Pella Windows and Doors. This location is responsible for addressing all sales, service concerns generated by their team, and/or warranty-related concerns for their customers. As such, requests for monetary compensation or sales discounts must be presented for review to them, as they are the business that made the sale.
  
  We recommend ******************** continue to communicate with the local distributor to work towards a resolution. They can be reached at *************.
  
  We appreciate you bringing this matter to our attention.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  06/24/2024

  The blinds have never worked and pella has been unable to fix them.   Never buying again. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Pella Door through ****** on March 21, 2021. In September of 2021 I contacted Pella regarding door not sealing correctly. If you see the one attachment, (the picture is rotated) but in the center of the picture you can see daylight coming through the door. If you see daylight, it isn't sealed. As the emails show they have come several times to address the issue and have changed numerous parts with no success. This is just the e-mails I hadn't deleted. There were more than this and numerous phone calls to the customer service hotline. They have changed literally the entire door except the frame. Their last visit on February 29 when Pella sent their install crew to see if by chance the door was installed incorrectly. They determined it wasn't and needed different weather stripping. I haven't heard from Pella since Febraury 29, I have called numerous time since then (5/8, 5/13, 5/28, and 6/18) and all I get from customer service now is that it will be "Escalated". After 3 plus years I feel like this is never going to be resolved and will end up having to buy another door. This was over ***** dollars three years ago, how much is the next one going to cost. And honestly, why should I have to buy another door.

  Business response

  06/26/2024

  RE: ID # ******** *************************
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up with the concerns presented regarding Mr. ******** ******* experience. 
  
  Upon receipt of Mr. ******** concerns, I contacted the local management team. Mr. ****************** the Operations Manager for Pella Windows & Doors of ******, **, informed me that at this point, their technician has exhausted their options for replacement parts and pieces, but that the issue remains unresolved. 
  
  We sincerely apologize that the ******* efforts provided by the local team did not correct the concerns ****************** is experiencing. 
  
  As ****************** may be aware, the warranty purchased with his entry door in 2021 provides coverage for 20 years for premature failure of the glass seal, limited lifetime for defects in materials and ******* ship, and labor for the first two-years after the date of purchase. 
  
  Pella Corporation is prepared to offer two choices to ****************** to resolve this matter: 
  
  1.The door can be reordered under warranty by the local ******* team (subject to current style and color offering; the local ******* team would discuss with the customer directly if any attribute changes would be necessary upon reordering.) However, as the labor warranty for the product is now expired (as of March 2023), the labor to remove the existing door and to install the replacement would be the responsibility of ******************. 
  2.If ****************** can provide a copy of his original receipt to show the amount paid at the time of the sale through ********************* Pella Corporation is willing to refund the purchase price of the door (less installation costs, as the labor warranty is now expired.) This full refund option would be contingent upon the signing of a Release Agreement by the customer and **********************. This document would release any remaining warranty coverage for the product, but the customer could then use the refunded amount to go towards the purchase of a new door of his choosing. 
  ****************** is welcome to communicate his decision regarding the above offer either through the BBB site, or by emailing Pella Corporation directly at ************************************************************ If ****************** chooses to email his decision directly to Pella Corporation (which may allow for faster and smoother communication moving forward), we ask that he please reference Event 240618-003927 in the email subject line to expedite our receipt of his decision. 
  
  Thank you for the opportunity to review this matter. 
  Sincerely,
  
  *************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer response

  07/01/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please see supporting document uploads.Lake County complaint case # is ********** After the complaint was files with the county, I had a phone conversation with ***************** and ***** "***" ******* of Pella. They stated that they had a contract with my signature requesting 19" top windows, which is what they fabricated, and I now owned, whether I could use them or not. They also stated that there was no way they were going to provide the correct windows without additional charges which are specified in the email uploaded. At this time, I framed the top of the openings, which is not what their verifier originally requested, but seemed to be a requirement now. I contacted them again with the new opening height and requested a copy of the signed document requesting 19" windows. Their response changed to it was a verbal request with no documentation. Their reason given for the smaller windows also changed to our desire to match the windows above the interior door set. This was never what we wanted. We always expressed the desire for the maximum opening possible to enjoy the view of the lake and trees. We are extremely frustrated with their continual misrepresentation of the facts and concern with the fast approaching hurricane season, since the timeline for new windows is ***** weeks. All we desire is a fair and reasonable resolution of this issue.

  Business response

  06/12/2024

  June 12, 2024
  
  *************************
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** *********************************
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ************************* has presented regarding the size of windows that he ordered.
  
  The warranty for Mr. ************ vinyl Pella products provides the original purchaser of the product with coverage for 20 years on IG seal failure, 5 years for glass with between-the-glass blinds, limited lifetime on the remaining components, and labor for the first two years from the date of sale.  Specific information for the limited lifetime and transferable ten-year warranty is available online at:**********************************************************
  
  Upon receipt of your email, I contacted the local Pella distributor, PWD-********LLC. Mr. ************************** the Operations Manager for the local distributor, informed me that the order verifier, ****, discussed the sizing of the window in question with the customer. **************** stated, It is our understanding that the customer told JT to measure another window in the same area and that is the size he would make the opening. He also stated Our sales **** ****** was also at the house during the Order Verification appointment. ***** created an addendum, which was signed by the customer on July 26th, 2023. We have the correct windows per what was agreed upon during the Order Verification appointment, and what the customer signed off for in the addendum from July 26th. It was shared with me that the customer-signed addendum stated ******** agrees to have entire opening reframed to current building standards with contractor. Pella is not responsible for miss measure due to contractor or homeowner.
  
  Pella Corporation is unable to assist with this matter further, as Pella Corporation is not a party to the customers purchase contract with the local ********************** window and door distributor. As a manufacturer,Pella Corporation is not in a position to mediate disputes regarding an installation contract or sales contract. The sale and service for Pella products in the customers area is provided by PWD-******** LLC. This location is responsible for addressing all sales, service concerns generated by their team, and/or warranty-related concerns for their customers.
  
  We encourage ************************** to continue working with the local team to reach an amicable solution as they are in the best position to further assist him. Their team can be reached directly by calling ************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  06/12/2024

   
  Complaint: 21808663
  
  I am rejecting this response because the information provided to the corporate headquarters is incorrect, and when proof of their statement was requested, they couldn't provide it. Please see the supporting documents for history. I originally contacted our local BBB, and for some reason they forwarded the complaint to you. We would prefer to work this through our local BBB. Please send the complaint back to them and have them contact me when they are ready to move forward.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased replacement windows and front door with Pella *************************** date of commencement November 6,2023. Since, partial installation of the multiple windows and door has been done, the week from April 1-5, 2024, failed initial county inspection subsequently. Very poor communication from Pella customer service requiring multiple calls, with excuse that trims, materials and pending window foe installation were not available despite order done November 2023. Was notified by ******************* after much delay that installation would be completed May 14th, but Pella failed to show up with no prior notification. After reaching out to ************** and then with supervisor *****************************, it was confirmed for May 31 st after being assured all materials were available. Today, they again did not show up and email yesterday evening at 7:15pm by ******************, after I emailed again for confirmation day before, said the materials were incomplete and qill reschedule once again. It has been 6months so far and going further with absolutely no commitment or accountability from Pellas part to complete project and make things right.

  Business response

  06/06/2024

  Dear ********************:
  
  Thank you for your recent email. We appreciate the opportunity to further address Mr. ******** concerns regarding his incomplete installation.
  
  As a courtesy to ******************, I contacted *********************************, Customer Support Supervisor at ********************** Windows and Doors of *******, for a status update on the installation efforts for this project. ****************** sincerely apologized and acknowledged that the cancellation of prior appointments resulted from incorrectly sourced material.Her team has ordered the correct materials in the appropriate quantities and has tentatively scheduled June 20th for the next installation date.The arrival time for the appointment on June 20th is between 9:00 and 11:00 AM.
  
  As the manufacturer, Pella Corporation provides our products to the local distributors. As an independent store, Pella Windows and Doors of ******* is responsible for addressing all sales, and installation concerns generated by their team.
  
  We suggest ****************** continue to communicate directly with Pella Windows and Doors of *******, as they are in the best position to address all questions and concerns related to the installation of his Pella products. They can be reached at **************.
  
  Thank you for providing the opportunity to look into Mr. ******** concerns.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  06/12/2024

   
  Complaint: 21785052
  
  I am rejecting this response because:

  As of today, June 12th, 2024, absolutely no one from Pella ******* has contacted me for follow up neither phone , email or text. I have texted and emailed Mrs *********************** by vendor and emailed *******************, with no response. Called number submitted and was left on hold last week after receiving this message. I request someone from upper management / corporate resolve this immediately and contact me asap. Thank you.

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

  Business response

  06/14/2024

  June 14, 2024
  
  *************************
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** *************************
  
  Dear ********************:
  
  Thank you for your additional email.
  
  We sincerely apologize that ****************** has not received a status update from the Pella Windows and Doors of Florida team. 
  
  Pella Corporation's role in making Pella Windows and Doors of Florida aware of Mr. ******** installation-related concerns is limited, as we are the manufacturer of Pella products and not a party to the installation process.
  
  I have forwarded Mr. ******** continued concerns to *********************************, Customer Support Supervisor at ********************** Windows and Doors of *******, requesting she have the most appropriate team member contact him to advise of what the resolution plan is. It is our understanding their team called on June 13, 2024, and confirmed with ****************** a recovery installation appointment date of June 21, 2024, with their installers arriving between 9:00 a.m. and 11:00 a.m.
  
  ****************** should continue to communicate directly with the local store as they are in the best position to address all questions and concerns related to the installation of their Pella product. Their team can be reached at ************.
  
  We appreciate you bringing this matter to our attention.
  
  Sincerely,
   
  *************************
  Customer *********************************** Specialist
  Pella Corporation

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased over 45 brand new windows from Pella DFW totaling over $60,000 for our Home in ********, **. We have had numerous issues with the windows, from: incorrectly ordered windows, missing screens, incorrect product installed, and physical damage to the house due to poor installation.We have reached out to Pella warranty over, and over and over and over, just for them to ghost us/ drop the ball again. Every single attempt to have Pella come out and honor their warranty has resulted in Pella never responding. I even called Pella corporate and they escalated it back to the DFW division only for them to ignore our requests. This has been going on long enough. This needs to be resolved now. We still have screens missing, and incorrectly installed windows. This is a final attempt before litigation, which will be at the expense of the Pella Corporation. Thank you.

  Business response

  05/30/2024

  May 30, 2024
  
  *************************
  Better Business Bureau
  ******************
  ********************
  
  RE:BBB ID # ******** *********************************
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ************** has presented regarding his Pella 250 Series windows from Purchase Order 772RW1168, circa February 2022.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores.  The sale and service for Pella products in ************* area is provided by the local Pella distributor, Dallas-PWD ************* This location is responsible for addressing all sales, installation concerns generated by their team, and/or warranty-related concerns for their customers.
  
  ************** account records indicate that the service team at the local distributor emailed him on October 27, 2023, to advise their records indicated that he had a pending service issue. The service team requested that he contact their service department at ************, Monday through Friday, 8:00 AM 4:00 PM, within fifteen (15) days to schedule a diagnostic visit to inspect the product and gather information to assist with devising an action plan to resolve any outstanding installation and/or service concerns. I understand that the service team did not receive a response from ************** so they closed the service event.
  
  We suggest that ************** contact the service team to proceed with scheduling a diagnostic appointment for his products. The email address on file for this customer is ****************************** If the email address on file for ************** is not accurate, he may provide the correct email address at that time. The service team may be reached by calling ************. ************** may provide them with his prior service event #******-003776.
  
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  05/30/2024

   
  Complaint: 21760971
  
  I am rejecting this response because:

  Pella DFW Made no effort to contact me, and I reached out multiple times. Despite what your end of the records show, that is falsifying documentation. They will not honor the warranty despite multiple contacts to Pella DFW.
  

  The install manager was in contact and made aware of all the issues but decided it was not worth his time as we already paid for all the windows. The installer was also contracted despite Pella DFW stating they were in-house installer employed with Pella DFW. 
  

  I please ask for a redacted copy of the *** Form 1099 showing this at the time of install. Employees of a company will show an *** Form W-2/W-4, not 1099.

  Pella Corporation, the number you provided goes to Pella DFW and results in them generating a ticket, and then closing the ticket without reaching out to the customers. Please investigate this. I really would like my windows corrected. It is your duty as the manufacturer to withhold your end of the warranty as required by Federal Law. 

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

  Business response

  05/31/2024

  May 31, 2024
  
  *************************
  Better Business Bureau
  ******************
  ********************
  
  RE:BBB ID # ******** *********************************
  
  Dear ********************:
  
  Thank you for your follow-up email. I am writing again to address the statements ************** presented in his rebuttal to Complaint: 21760971.
  
  To restate, Pella Corporation manufactures Pella products and provides them to Pella Window and Door stores which, in turn, sell them to consumers. The distributor located in ******, ** (Grapevine), Pella Windows & Doors DFW,is independently owned and operated, and is responsible for all aspects of the Pella product they sell, including any concerns or questions related to the sale, installation, and warranty terms, up to and including administering the warranty terms and conditions.
  
  Respectfully,neither Pella Corporation nor the distributors of Pella products engage in falsifying service records and there is no evidence to support this has occurred.
  
  Regarding ************** request for a copy of any IRS forms,this is not something Pella Corporation can provide. We do not own the business ************** contracted the installation of his purchased Pella product with, so ************* would need to present his request to Pella Windows & Doors DFW. It would be their decision whether they would produce such documents.
  
  To assist, I have created a new service event, reference #******-000934, and assigned it to the service team at Pella Windows & Doors DFW for follow-up. I included a request they contact ************** via phone as soon as possible so they may schedule a diagnostic service visit for his product.
  
  Again, ************** may contact them directly if he chooses to do so, using the numbers listed below.
  
  Pella Windows & Doors - DFW
  Main #: ************
  Service #: 972-988-151-75 or ************
  
  Thank you for this additional opportunity to look into this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a door from Pella on 4/2/2024. The arrive damaged on 5/6/2024. I refused delivery of the door. The door was transported back to Pella via the Pella delivery truck. I called reached out to my pella sells rep to initiate a full refund for my customer no response from her, on the 3rd day her manager call me and said the the door had been repaired and was ready to be shipped back. I clearly explained to him that we ordered a new door not a refurbished door and we want a refund. He said the he can not issue a refund. We'll there policy clearly states the only way to get a refund is if the door arrives damaged. So I escalated this to the corporate level spoke with a customer service representative she stated that if the door arrived damaged they so offer a full refund. After speaking with her she on the 5/9/2024 she said she would get back to me on 5/10 with a solution. Finally on 5/15/2024 I received an email stating after reviewing pictures she doesn't think we are entitled to a refund. I explained to her that the extent of the damage is hard to see without viewing the door in person. We refused this door as soon as it was delivered. The door had to be repaired so therefore it was damaged. It clearly states if the door arrive damaged the customer has the right to a full refund. I feel as if we are being railroaded by pella customer service. I feel that ********************** is a company that only cares about the money and not their customer. The customer service they have in place is used to exhaust customers and doesn't serve the customer at all. This is the 2nd time I have ordered parts for customer that have arrived damaged, and both times I have to waste valuable time trying to get resolve for my customer. This is a business thatI will not deal with in the future.

  Business response

  05/21/2024

  RE: ID # ******** ***********************

  Dear ********************:
  
  Thank you for contacting Pella Corporation. I am writing to follow up on ************** request regarding a refund for his door.
  
  After receiving ************** communication on May 16th, I contacted Mr. ******************* with the local distributor, Pella Window & ************* I was advised that their documentation states the builder/contractor hired by ************** had requested Pella Window & ************ to cancel the order on Monday, April 15th, 2024. The notes stated the reason was confusion between the builder and homeowner. The distributor confirmed with the builder that the order was past the Last Revision Date. The order could not be canceled due to the Pella Policy in the customers purchase agreement with ********************** Window & ************* On Monday, May 6th, 2023, ************** contacted Pella Window & ************ directly and requested to cancel the order, citing that the reason for the cancellation request was the door does not fit with his design anymore. He was advised by the local team that the order could not be canceled, as it was a special order built specifically for his project. This denial to cancel was also explained to ************** by a manager, *****, that same day. ************** also spoke with ************** on May 6th.************** expressed again that he had a change of heart over the weekend, and the door did not fit with the design of his project. While ************** did offer to pay a re-stocking fee, ************** explained that special order doors are unable to be restocked by their business, as they are not set up to accept special order returns for resale. Additionally, by this time, the door was already loaded onto a truck in preparation for delivery to ************** residence later that same day. When the product was delivered, it was refused by *************, who stated there were damages to the product.
  
  On May 9th, after the door was returned to the distributors warehouse, the local team unpackaged the product to inspect for the damages ************** noted upon his refusal. The product was found to be undamaged, though there was some manufacturing silicone and handling debris, that were able to be cleaned up well. There was a screen door weather strip that was slightly too long but is able to be trimmed and corrected easily in the field.Later on May 9th, the local team contacted the builder and offered to re-deliver the door, outlining that no damage had been discovered. The builder reiterated ************** refusal to accept the product and again requested a refund. Since the door was not damaged as claimed, the local team repeated that a refund would not be granted.
  
  Pella Corporation is unable to provide the requested refund to **************, as Pella Corporation is not a party to the sales contract between him and the distributor. The order remains subject to the cancellation policies as laid out in the purchase agreement. Additionally, as no damages were found,nor any warranty-related product defects were discovered upon inspection, this matter is unable to be supported by the terms of the warranty.
  
  The sale and service for Pella products in ************** area is provided by Pella Window & ************* This location is responsible for addressing all sales, service concerns generated by their team. As such,requests for refunds must be presented for review to them, as they are the business that made the sale. Pella Corporation supports the decision made by Pella Window & ************ as it is their right to decide if a refund request is granted for all sales matters.
  
  We recommend ************** contact the local distributor should he decide to accept the door or have further questions about this sales-related matter. The distributor can be reached at **************.
  
  We appreciate you bringing this matter to our attention and providing this opportunity to address Mr. ***************************************************************************** Experience
  Case Management Specialist
  Pella Corporation

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