ComplaintsforPella Windows

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We wanted to replace the windows and door on our garage as we have a historic house and we replaced the basement windows with the same windows we figured we were good. We wanted us get the discount from the sales tax holiday and had pressure from the salesman at Pella to get the agreement signed. He said when he came to the house that he would deal with the historic commission and he did that all the time. They said not to worry the money would be refunded if the commission said no. I paid for the complete job in order to get the discount. My husband signed the contract. The cost was over $14 thousand around august 2022. Then they said they would not talk to the commission. So after my husband got the appointment with the commission online as it was pandemic times and they said NO. After pella was told that they tried to drop off windows at our house. My husband happened to be home and told them no. Since I cant have the windows and door. I want my money back and pella windows did not respond to a demand letter from my husband and me. Please advise

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In June **** my husband and I built a new home using all Pella windows. Our front window and dining room window consisting of a stationary window in the middle and an open window on either side of the stationary window and an arched window above the 3 set of windows began to rot.On 12/7/2022 a representative of Pella windows (***** *****) came to our home to inspect the damage. He advised us that the whole unit (living room and Dining Room) windows needed to be replaced. The cost involved would be $23,433.00. Installation would happen sometime in March. My husband signed the proposal and we made two payments in the amount of $650.97 each for a total of $1,301.94.On December 26, 2022 my 82 year old husband suffered a stroke. He remained in the hospital for over one month. I called Pella and told them I could no longer go through the expense of replacing my windows. I also called ******** and sent an email to ****** attaching a copy of my ***** of ******** asking she refund my $1,301.94. Pella decided I owed them these payments for canceling my contract. I have since been informed of a Class Action suit on Pella Windows and although the class action suit ended in 2018, my windows were in the timeframe covered by the class action suit.I feel that I have been taken advantage of by Pella and ******************* and the fact that windows built in **** were defective. all my windows should be replaced and my $1301.94 should be refunded. The fact that most companies are suffering a shortage of employees, I doubt very. much any production would have been started on replacement windows.I feel Pella should do what is right and replace the defective windows and other customers should know the expense they will be faced with. Would you please help me in making this news known and getting my windows replaced?Thank you for your consideration in this matter.Sincerely,********************* ************** 185 ***********.************, ** *****

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My new patio doors and bay windows were installed on June 6, 2023. I tried to lock the door so I could go out and the door won't lock. I contacted the sales rep who forwarded my request for the lock to be fixed to the ******************* Today, I finally received a call and the soonest they can come out is June 22, 2023. In the meantime, I can't leave my house. How can they make a customer wait two and a half weeks for the lock to be fixed. I asked to talk to his supervisor and he said he'd send a request for the supervisor to call me. How long will that take? I have to miss two doctor's ************ of which one is for an injection in my eye to keep my retina from exploding. They don't care. I am getting an attorney.

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In March of 2022, my husband and I signed a contract with Pella Windows for window replacement. At that time we paid a deposit of 50% which equaled approx. $7,500.00 We were advised that it would take approx. 6 months before the windows arrived. In September of 2022, the windows arrived and the Pella crew arrived to install the 12 windows we purchased. The crew removed and installed 9 of the 12 windows in approx. 2 days. I was advised that the last 3 windows were measured incorrectly, and that the windows they had with them would not fit. I was told Pella would contact me to remeasure and reorder the last 3 windows. It is now June of ********************************* seen a Pella representative to date. My husband and I have made numerous attempts to contact our sales representative and the corporate office via email and phone and have still not received a response. It has been 9 months. Not only do I have windows that were installed and never inspected, I have 3 windows that were ordered and never replaced. They never returned to get proper measurements of these last incorrectly measured windows. A permit was pulled to perform this service and as of today that permit remains open.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Back in September we were promised an order of windows for our home. The windows came, however, one window was shattered and two were missing. After countless phone calls and complaints, we were forwarded to a general manager. He reordered the missing windows. The windows that arrived came with hardware that was damaged and scuffed. We asked for these to be replaced. This has been a long and daunting process. We are now calling for our replacement bathroom window, and no one is getting back to us. We keep calling Pella with no solution and no answers. This has been a horrible experience and we just want the job to be finished. This company is unprofessional and is not even returning our calls.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Ordered Window on 4/27/2022. I had to proactively call to find out if window was manufactured. Pella confirmed on September 1 that they had the window and would reach out within 10 days to schedule installation. To date I have made 4 separate phone calls to schedule installation. I alerted sales rep that window needed to be installed prior to week of September 25. I still dont have an installation date. I have heard potentially October 3 and just today October 17..So which is it? Also ..escalated to General Manager and they said it takes 48 hours for a General Manager to respond to a consumer complaint? This is an absolutely horrific customer experience. Multiple times people said they were going to call me and did not return a phone call.but yet the Pella voice recording says ..Customer are our number 1 priorityThat is not what I have experienced!

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Paid PELLA in full on July 19 2022 for installation of one Bay window and one sliding door with screen. *** trim was damaged on the bay window sill. Instead of ordering replacement, or even bringing it to my attention, they put putty over it and left it be. ***y also took the alarm monitor that was attached to the frame of my door. I brought it to their attention and they sent a rep. *** rep said the best they could do was offer me $800. I did not think this was a fair offer considering the sill is a complete eye sore considering what I paid, and I still don't have the screen door. ***y came back with an offer of $1000.00 and I agreed to it just to have this go away. I have not received the check, nor the screen door. ***y failed to honor the contract and now I want retribution. I am considering them redoing the Bay window, but I do not trust they will do it in a timely nor professional manner.

  Business response

  09/07/2022

  This customer is in MD and needs to be sent to someone in that state.  This is not a customer of the ********** ******** branch. 

  Thanks

  Customer response

  09/07/2022

   
  Complaint: 17924895
  
  I am rejecting this response because:
  

  The response was from the Pella company, how hard is it to provide the contact information for the branch in **? This is how Pella operates. Do I need to file a new complaint for the Pella branch in MD?

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

*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. ↩