ComplaintsforPella Corporation

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Pella Defender single hung windows at ****** installed 8/21 install by a ****** contractor. From 9/2021 through 2/2022 installer had to come make repairs 3 times on several windows. That included fixing the plastic check rail and replacing latches. After the last visit on 2/2022 the issue was resolved and we had no trouble with the window. Then 4/2023 we had moisture in between the panes of the lower sash. On 4/20/23 a Pella technician examined the window and determine the seal was bad and the lower sash needed to be replaced. On 8/10/23 Pella technician *** came to replace the lower sash. He removed the lower sash and realized it was the wrong size. On 10/26/23 Pella tech *** returned with the correct lower sash and installed it. Note: it is now nearly 3 months since the last visit before the window finally got replaced and six months since the first service technician visit. After that installation we started having trouble with the window opening, closing and the latches were almost impossible to undo. On 11/4/23 I emailed Pella customer service raising the concern. It took the Pella technician nearly 3 months to even come look at it to determine the issue on 1/25/24 At that time the technician checked everything and noted that the check rail was severely damaged.He told my wife and I that most likely it happened because they only replace the lower sash and that window was not manufactured together as a whole unit. On the service report however he mentions that the check rail is severely damaged and wasn't sure that was from the installation,delivery or damage product. In all of previous visits nothing was ever mentioned about a severely damage check rail. Pella wants to say that this is the lowes installers fault but the issue did not occur until Pella installed the lower half. Had the check rail been severely damaged during the initial installation or delivery it surely would noted on the technicians reports. This issue is still not resolved

  Business response

  08/27/2024

  August 27, 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 Pella Defender Series single-hung window purchased from Lowes in May 2021, on Purchase Order 166706513.
  
  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. As the manufacturer of Pella products, Pella Corporation provides product to businesses who sell them to consumers. Any service or warranty concerns would be reviewed and addressed by the business the customer purchased his ********************** product, including installation-related concerns
  
  It is our understanding that ********************** has received the replacement window. He would work with the Lowes store to have it installed or hire a third-party contractor for replacement. Pella Corporation supports any decision that Lowes makes regarding labor assistance requests, as it is their business decision to make.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  08/27/2024

   
  Complaint: 22157088
  
  I am rejecting this response because:

  I am not sure how I can be more clear about this situation but I'm going to give it one more try. ****** installed the window in question in 8/2021.  We had a few issues with that window after the installation that the ****** installer corrected. The last repair that the ****** installer made was in February 2022. From that point forward the window operated with no issues whatsoever. In April *********************** between the panes of the window. I initially reached out to ****** but since that was past their installation warranty. They told me I needed to go through pallet directly because the window would still be under warranty. April 23, 2023 the Pella service technician inspected the window and noted there is a failed seal and need to replace the lower sash. Please note: there is no mention of a severely damaged check rail at that point. That is because it was not damaged in the window was working perfectly fine. It was just simply a bad seal. On August 10, 2023 Pella service technician *** came to replace the lower sash. He removed the old window brought it out to his truck before realizing he was given the wrong size lower sash. He reinstalled the old lower sash and told us he would get the correct one on order. Please note: there is no mention again of the check rail being severely damaged. The window was still operating with no issues at this point. On October 26, 2023 Pella service technician *** came back again with the correct size lower sash. He installed the new unit, took pictures and was on his way. After we opened and closed the window a few times we noticed that the latches were very hard to get done, impact almost impossible. On November 4, 2023 I contacted Pella customer service again with the complaint. It took nearly 3 months for someone to come take a look at it.January 25, 2024 Pella service technician *** came to inspect things. At this time he notes that the check rail is severely damaged beyond repair And says the window will need to be replaced. That is all noted on his paperwork but what he failed to mention on his paperwork is that he told my wife and I that he believes this happened because they only replace the lower sash. He believed that because the window was not manufactured together as a whole unit things were not lining up properly and that cause the check rail to become damaged. Please note: I have attached once again copies of the service technicians reports except for the report on October 26, 2023 when *** replace that lower sash. I have asked repeatedly for a copy of that paperwork. I want to see specifically on that day were he mentions the check rail is severely damaged. The check rail was not damaged until your service technician *** replace the lower sash. Your response you're telling me that it's my responsibility to have lowes or a third-party contractor do the new installation. ****** has refused to do the installation because this was not caused by them or their installer. This was caused by YOUR installer. I am requesting that you have your own installer put this new window in or you can pay ****** to install the new window. Clearly I have all the documentation to show this was caused by the Pella service technician and or defective product that he installed. Lower sash came directly from you it did not go through ****** whatsoever. I am not sure how much more clear I can make this. Pella needs to step up to the plate and have the new window installed.  Once again, I want a copy of that work order that the service technician handwrote on-site October 26 2023 along with the printed computer notes that he submitted to his department as well
  
  Sincerely,
  
  ***************************

  Business response

  08/28/2024

  RE:ID #******** ***************************
  
  Dear ********************:
  
  Thank you for your follow-up email. I am again writing to address the concerns of ********************* regarding his Pella Defender Series single-hung window purchased from Lowes in May 2021, on Purchase Order 166706513.
  
  As previously stated, Pella Corporation manufactures Pella products and provides them to businesses that sell them to consumers. Service and warranty concerns are reviewed and addressed by the point of purchase, not Pella Corporation.
  
  That said, I located documented notes that were added to ********************* account record on August 28, 2024, by the Pella Windows and Doors of ************* I understand that ************************* called ********************** to advise their business will take care of the replacement installation by one of their local retail installers. ********************** was provided the option to either pull the permit himself, or their business could send him a quote for team K5 to do the permit work. ********************** chose to pull the permit himself and will let ****************** know when he is ready for them to send an installer to replace the window.
  
  Thank you for this additional opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Noticed water causing wood rot in my Pella Architect Series window installed from 2002 through 2007. Water infiltration is a sealed failure and should be covered under my 20 year warranty

  Business response

  08/01/2024

  RE: ID # ******** ***************************;
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ********************** has presented regarding the warranty coverage for her Architect Series windows.
  
  The warranty for wood products purchased between October 1996 and February 9, 2017 provides the original purchaser with coverage for *********************** material and workmanship; a 20-year warranty for premature failure of the glass seal; and labor charges for service are covered for the first two years from the date of purchase.  Warranty information for all Pella products is available online at **********************************************************.
  
  Pella Corporation has previously provided communications to ********************** regarding the concerns she has presented. ********************** was reminded that she agreed to a mediated settlement, under which she was provided with the opportunity to purchase replacement new sashes at a discounted price. The mediated settlement, signed November 17th 2022, operated as a complete resolution to her claims. Subsequent to this settlement agreement, an additional inspection was performed on April 15th 2023, where the inspected windows were determined to be in operable working condition without any defects. ********************** was also advised in this communication that it was observed that the room was not adequately ventilated, causing a buildup of moisture. The accumulation of moisture and lack of ventilation is likely the cause of deterioration reported, not a defect in the windows themselves. 
  
  This communication also addressed the warranty terms, which for Architect Series windows offered a glass warranty for 20 years after the date of sale. The glass warranty specifically relates to the seal of the dual insulated glass panes; failure of a glass seal results in a fogging between the panes of glass which cannot be wiped away and does not relate to wood deterioration. Wood deterioration falls under the non-glass components warranty, which was covered for a period of 10 years after the date of purchase. As her most recent products were purchased in 2007, the warranty related to non-glass components expired in 2017. The first report of wood deterioration concerns was reported in 2018, after the expiration of the applicable warranty period. 
  
  I have included a copy of the above-referenced communication, the letter dated July 12th, 2023. As the applicable warranty period for Ms. ********** windows has expired, Pella Corporation will be unable to provide replacement products or labor at no charge to the customer. Should ********************** desire to obtain a quote for new replacement products for her residence, she may request a quote or in-home consultation from a Pella retailer. 
  
  If the customer has any additional questions or concerns, the local sales team may be reached at ************. 
   
  Thank you for providing us with the opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer response

  08/06/2024

   
  Complaint: 22043520
  
  I am rejecting this response because:

  August 6, 2024
  
  This is my  response to Pella Corporation response dated August 1st.

  
  Pella Response:  Pella Corporation has previously provided communications to ********************** regarding the concerns she has presented. ********************** was reminded that she agreed to a mediated settlement.

  My Response:
  -During mediation, I was told that the settlement was only for one window ( 2 sashes).
  -During mediation, I was told by Pella Windows of Haverhill attorney that this was a manufacturing issue with Pella Corporation and would probably result in a class action lawsuit and take several years to resolve.
  -***************************** of Pella Windows of Haverhill told me the reason why Pella does not cover wood rot is because it is NON product related and their department only handles parts and pieces of the actual window
  -Only agreed to the settlement because the window had extensive mold and needed to be replaced for obvious reasons.
  -The cost of the window was not a 70% discount. The window sashes would have  to cost $2,100 to be a 70% discount.    
  -There were two visits to my home from Pella Windows of Haverhill. The first visit the technician did not inspect accurately.  Technician said there were wet walls and no fan ventilation.  The second visit was inspected by a senior tech and the window sashes were determined to have mold but the frame was not damaged.
  -I have several windows outside of the bathroom that have wood rot (ventilation not an issue).

  
  Pella Response
   The glass warranty specifically relates to the seal of the dual insulated glass panes;

  
  My Response:
  -The water is coming between the glass and the cladding, therefore the seal is broken.
  - Pella makes claims that the EnduraGuard technology will protect homes from water damage and related problems that could result from water impeding a window casing, such as moisture and mold.
  -Pella knew there was a manufacturing issue with the Architect Series double pane windows
  -Pella Corporation visited my house to inspect my windows and told me the wood rot was organic matter and after several attempts to contact them for the water testing report.

  - I was sent an email with no test results (see attachments).

  Thank you,
  ******
  
  Sincerely,
  
  *******************************

  Business response

  08/07/2024

  RE: ID # ******** *******************************
  
  Dear ********************:
  
  Thank you for your recent email.
  
  As previously stated, water entering between the glass and the sash material is not classified as insulated glass seal failure by the terms of the warranty,and therefore does not qualify for coverage under the glass-specific warranty.Wood deterioration as described by the customer, and as inspected in the field,falls under non-glass materials. The non-glass component warranty coverage was 10-years after date of sale. This same warranty term, 10-years from date of sale, applies to all non-glass materials, regardless of if the reported non-glass component is a sash or a frame.
  
  The products were purchased in 2002-2007; as such, the warranty related to non-glass components expired in 2012-2017. The first report of wood deterioration concerns was reported in 2018, after the expiration of the applicable warranty period. As all non-glass warranty coverage is now expired, Pella Corporation is unable to provide no-charge replacement parts or labor.
  
  Pella Corporation's position remains unchanged from the response previously provided on August 1st. Respectfully, this is Pella's Corporation's final response to this specific customer complaint. 
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella 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

*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. ↩