ComplaintsforPella Replacement Windows & Doors of Chicago

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday June 7th I had Pella install a new kitchen window and framing comprised of two casement windows. After the installers left, I contacted Pella by phone and then sent an email as instructed by them with pictures of five issues with the installation:1. They didn't bring screens for the windows so I can't even open them up now or every insect will fly into my kitchen from my backyard so the new windows are basically useless to me 2. There appears to be a long scratch between the triple pane windows or it could be a piece of stringy material that needs to be removed or the window replaced 3. There are black scuff marks on the outside white framing as well as damage to the new caulking 4. There are caulk finger prints on the outside of the windows in multiple places 5. There are big white Pella stickers in between the triple panes that should have been removed by the installers The person who I sent the email to didn't get back to me and June 11th sent them another email asking for the issues to be addressed and complaining about the bad customer service. They did finally leave me a voice message to which I wrote an email back explaining they left off that voice message many of the issues I raised to which on June 13th they replied by email they have spoken to the installers and they will schedule a follow up to address and fix all the issues.It is now June 24th, I haven't heard from the installers, I have called three times since June 13th including today, asking to speak to management about these issues and continuing bad customer service and having someone come out to fix my windows and bring the screens. Every time they say no management is currently in, but they will have someone call me back and yet to hear back from them at all, no return contact from them at all since June 13th email.

  

  Business response

  06/26/2024

  ****,

   We are sorry the issues were taking longer than expected to get resolved for you. I did speak with the Inside PC Manager ***, which I believe spoke with you yesterday afternoon to get this scheduled for you to be resolved. I understand we will be having the Installer out to your home this Saturday 6/29 to get everything resolved for you. I apologize for the delay and hope to get this resolved on Saturday.

   

  thanks ****

  Customer response

  07/02/2024

   
  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

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They mis-installed windows leading to water leaking into our home and would not take responsibility. We had to pay an outside person to come in and try to. Fix the problem and they took pictures that prove the botched installation.

  

  Business response

  04/24/2024

  ****,

   We have been working on and *** has been communicating with you as to the next steps. I believe we have an appointment at your home on 5/3/2024 @ 10 am. Thank you and we will see you then. 

   

  thanks 

  ****

  Customer response

  04/24/2024

   
  Complaint: 21539285
  
  I am rejecting this response because: until all windows have been replaced correctly and my home has been restored from all the water damage, this complaint needs to remain open.
  
  Sincerely,
  
  *********************

  

  Business response

  05/10/2024

  We are working on and in communication with **** on the next steps to resolve to issues at their home.

   

  thanks

  ****

  Customer response

  05/10/2024

   
  Complaint: 21539285
  
  I am rejecting this response because:
  Work has not been completed and communication has still been slow in coming.
  Sincerely,
  
  *********************

  

  Business response

  05/13/2024

  We have completed an assessment of the situation and have ordered new windows to replace the windows that had issues with water infiltration.  We will be doing additional water management steps with the windows throughout the installation process which will address anything associated with the windows. However, this will not solve any other suspected structural issues that *** be the actual root cause of the water infiltration. We will also reinstall any windows that the customer believes need to be addressed. This plan has been discussed and agreed upon by the customer.  The customer was told that we would reimburse her for a water test done by an outside company brought in to diagnose the source of the water issue. 

   

  Thanks

  Pella Team

  Customer response

  05/13/2024

   
  Complaint: 21539285
  
  I am rejecting this response because:
  So far no one has contacted me with the details of what they have ordered, what the timeline is and which windows will be re-installed and by what standards. I get notifications from the BBB but nothing with specific information from Pella of Rockford. I am moving forward with my part, but the mold and previous damage being repaired/replaced are not being discussed with me directly.
  Sincerely,
  
  *********************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/25/23, I purchased a new door, door frame, and storm door from ********************* at Pella for $11,236.00. The door was incorrectly installed and had missing parts. Reported to ****, with no response received same day.On 9/6/23, I opened issue 724GWIQSS with customer service, seeking help. Between 9/6 and 9/19, I had trouble getting resolutions from **************************, and *****.On 9/19, 2 install techs were sent to the house to look at the reported issues, these included problems with the storm door lock, front door lock, threshold, ripped screen, and scratches on the main door.From 9/25 to 10/29, I continued to call and email for updates, requesting ****, the Manager, to call me, no call back from anyone. On 10/30, ***** reached out.From 10/30 to 12/22, I was informed that new parts were being ordered, and installation was scheduled for 12/22. on 12/22, the appointment at my home was unsuccessful. On 12/22, I emailed, 1/6/24, ***** responded, and we scheduled a new appointment for 2/12/24 we review all open items for install/repair and confirmed. On 2/14/24, **** arrived with the wrong parts and not all items needed to complete the job. 2/14/24, I made a request for resolution, to ********************************* , ***************************, ***********************, ************************* ,Pella Chicago ************* and ********************** Despite. I have yet to receive any communication or updates regarding the ongoing issues with the installation and repairs.I kindly request the following resolutions: The correct screen for my storm door. delivered to my home and a refund of 40% of my total cost ($4,494.40) considering the ongoing issues, damage to my main door that can not be repaired, inconvenience, and additional expenses incurred due given 6mos delay in install and repair.

  

  Business response

  03/05/2024

  *****,

   We are scheduled out to your home on Tuesday 3/12 to complete the work at your home. I understand you and ***** have agreed to compensation and ***** is working on that process. I am sorry it took so long to get your issues resolved. 

  Thanks 

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

  Customer response

  03/12/2024

   
  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. I am still waiting on the credit to my greensky account for the damage to my main door, and the visit today did resolve the outstanding items for delivery. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #***EST23K, Quote #********, Customer #********** Last January, on the recommendation of a neighbor, I contacted Pella to provide me with a new entry door to my townhouse. I worked with *************************. I made it clear that my HOA had strict rules about door replacements and that I would only order from Pella if I could get the exact same door as my neighbor, including the ability to accommodate a mail slot. **** assured me that this would be no problem, as long as I was prepared to purchase the hardware for the mail slot and make that available to the installer. I agreed to order a Waudenda Entry Door (NONPELRFDM030002), and pre-paid $4,634.67 (check dated 2/24/23) in order to receive a discount. It was understood that I would have to wait around six months before installation.Upon checking in with **** during the summer, I learned that he had left the company. I was contacted via email by *************************** and we agreed on an installation date of 10/11/23. Two days prior to the install, I called ******* to make sure the door would be able to accommodate a mail slot. I spoke to an associate named ****** who confirmed that my need for a mail slot was made clear in the notes related to my job.When the installer arrived on 10/11, he brought a door with no ability to accommodate a mail slot. When I asked him if he could augment the door to make room for one, he said he could not, and when he called Pella to try to resolve the situation, he was told that if he made any modifications to the door, it would violate my warranty. I called Pella with the installer and connected with ******. Upon explaining the importance of having a mail slot to my HOA, we agreed to cancel the installation.Since 10/11, I have had one phone conversation with ******* (in late October). I said I would be OK with a refund, but she assured me Pella would get me the right door ASAP. Despite leaving messages on over five occasions since, I have received no response. Frustrated.

  

  Business response

  11/29/2023

  *****,

   I am sorry ******* hasn't got back to you with a update, i reached out to her today and she stated she received confirmation that a new door slab will be made with the Mail slot in the panel. I informed her to reach out to you to give you a update on possibly when it will be ready to be installed. 

   

  Thanks

   

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

  Installation Supervisor.

  Customer response

  11/30/2023

   
  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

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered front and back doors from Pella in Rockford, Il on 10/13/2021, Order Number 724TLASS. They were installed in April 2022. When they were installed, we told the guy that the doors should be darker. He said these are portabella. He left touch-up paint on our stairs. In November 2021 I noticed light and cold air coming in at the bottom of each door. I called Pella and got the run around about the door. The said I had to call *******, the door company for the warranty. ******* said I had to Call Pella. When I purchased the door, I was told I had a ten-year warranty on the door and paint. They never mentioned that I had to go through the door company for warranty. Finally, after two months of the run around my husband called the Pella CEO and a guy came out immediately to fix the doors. Over two months ago i took the touch up paint to fix some little ****** and the color was too dark. It was the color we should have had. Again, I was given the run around like call the door company, call Pella, call this department and we will call you back tomorrow or next week. I never got a call back. I have a record of over six calls to Pella with no call backs. On Sept 8, 2023 we talked to ***** and he said they had to give us new doors and he would call us back next week. No call and On September 13 my husband called and left a message, again no call back. On October 2 my husband called and talked to *******. She said ***** doesn't work there anymore and his supervisor knows about replacing the doors and will call us back tomorrow. No call back. I want to get this resolved as soon as possible. The first service number I have from August is ************

  

  Business response

  10/16/2023

  Hi *********************,
  Please accept my sincere apologies for the experience you outlined in your BBB message.  My intention is to work on your behalf so that you can come to an agreement and final resolution with Pella.  As I understand it, the current plan is to replace your ******* entry doors with our new entry door partners product Provia entry doors.  Can you please confirm this to be correct?  I am writing this as the office is wrapping up for the day and I have a message out to your assigned project coordinator; however, hearing back from her is only hearing one side of the story and there are always two, so regardless of any internal communication I have,I would still like to hear more about what the go forward plan was when you last spoke to ***** and then were told that his supervisor was taking everything over and you didnt hear back from anyone. 

  Step one is to ensure that were all on the same page as far as what the next steps were to be since you were working directly with an individual that is no longer employed with Pella.  I understand that reliving conversations that you already had is probably one of the last things youd like to be doing and if it werent necessary, I wouldnt ask it of you.  Again, I am here to work on your behalf and in order to do that effectively I need to know exactly what your perception of the next steps towards a final resolution were to be prior to ***** leaving the company. 

  Have you been in contact with anyone locally either at the Rockford office or at any of our experience centers?  The last thing I would like clarity on is, what does your ideal outcome or next steps towards a final outcome look like?  In your message you mentioned that Pella was ordering new doors and I also see that you chose Refund as your desired settlement.  Would you mind taking a moment to expand more on what you want to happen next?  I understand that I have not provided you with any news or updates in this response and I apologize that I am not bringing answers but only more questions.  As you know, your project dates back to October 2021 and both your sales consultant and project coordinator are no longer with Pella and that makes for a more complicated journey towards a final resolution.  A final resolution is what we are after here so please do not interpret my questions as anything but gathering the information I need to get to that final resolution.  The information you send back my way will help determine what that ultimate resolution looks like. 
  
  Thank you,
  *************************
  Installation Manager
  Pella Windows and Doors | Rockford, Illinois
  Email: *************************************

  Customer response

  10/23/2023

   
  Complaint: 20693053
  
  I sent an email to ********************** on October 17, 2023 at 1pm. I haven't heard a word back from him.  This seems to be a regular thing with this company of not responding. 
  
  **************************************************

  

  Business response

  11/22/2023

  ********************************************,

   I apologize no one has got back in touch with you about the issues you are having with your door/doors, I have reached out to the Sales Manager and someone from Sales will be reaching out to you to get a Sales rep out to go over the options with getting you a new door because of the issues. Again, I apologize for the inconvenience, you will be hearing from us after the Thanksgiving break. 

   

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

  Installation Supervisor

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pella Order # ***DWADIN In May (2023) we ordered a new Pella patio sliding door (Lifestyle series). The quote for the patio door was almost $7,000. The salesman, *************************, took measurements at our home. A week later, a Pella employee named ****, took measurements at our home. We told both men upfront that the townhouse has settled and theres an issue. Both men said thats not a problem. Pella does this all the time. **** told us its only a little out of square. OK. We waited 10 weeks, almost 3 months for the new door.On Aug. 1, 2023 -Two days before the installation, we called Pella Rockford,(4301 11th St,Rockford, ** 61109-3027) specifically asking them to send us an experienced crew, due to the out-of-square issue. A Pella employee named ***************** assured us he was sending one of his best crew - 3 men. On Aug. 3, 2023 - Installation date new Pella sliding patio door.Two men showed up (******* and *******) and the disaster of epic proportions started. Five hours later, we had a botched installation job. The new patio door did not fit properly!!!!! Moreover, during the removal of our old patio door they dislodged the stone threshold and told us it was our responsibility we needed a stone ***** to repair it. What? They broke it. Its their liability. Pella should be responsible. We believe, What you destroy, you must restore. Pella does not agree.On the day of the installation, Aug. 3, 2023, we were shocked when about half-way through the install process, the installer told us there was a problem. We immediately called Pella Rockford to speak with man in charge, ***************************. He wasnt available. We made several more phone calls that day and the days following to see what could be done to fix the problem. Instead of help, we got indifference and apathy. No one in authority returned our calls for weeks.The ********************** inspector failed the door installation. Things were not done properly.Pella Rockford was unresponsive! After almost 3 weeks, finally, on Aug. 21, 2023 - an installation supervisor named ************************* came to our home. He measured, took photos, said that a new, custom door would be ordered (at Pellas expense). We were hopeful.On Aug. 15, 2023, we wrote a stiff letter of protest to Pella Headquarters in Iowa.All these months, still not one return call from ***************************. On Sept. 28, 2023, we called Pella headquarters in Iowa, and an employee there was able to reach him and transferred the call to us. Has our new custom patio door been ordered? It was obvious ********* had no clue what we were asking about. After a long hold, he came back on the phone he said I hate to be the bearer of bad news, but No. My wife dissolved into tears. Enough is enough procrastination poor follow-up lack of transparencyetc. The incompetency of the Pella Rockford people is unbelievable. The conduct of this Pella Rockford company is inexcusable. They dont even pretend to care. Pella Rockford hurt people.Our complaints have not been met with kindness.Mon. Oct. 2, 2023 6 weeks since ******** said we needed a new custom door. We placed a call to ************************* left voice mail message. What is going on?? When he called back, he gave us more run-around denial about the new custom door I didnt say that This entire saga has been a business betrayal and we are justifiably angry. Dont pee on our legs and tell us its raining. He lied. He hung up on us. Customer service?We had the stone ***** repair the threshold. Now, we want an experienced Pella crew to come out and at least look at the situation and see if its possible to retrofit the new door. Pella Rockford is resistant.Pella Rockford people should read their own Pella advertising slogans At Pella, our goal is to exceed your expectations.We are obsessed with the details.We look forward to creating an outstanding customer experience.Your call is important to us.At Pella, were committed to doing things right.Today, Oct. 3, 2023 - we contact BBB.The last four months have been incredibly stressful for us. We need peace. Im an Army veteran and almost 85 years old. We just want Pella Rockford to make things right. Were backing up against the Chicago weather turning cold and nasty. We want Pella to solve the problem that Pella created!Sincerely,*************************** ************

  

  Business response

  10/16/2023

  ******************,
  Thank you for allowing ************, our installation field specialist to visit your home on October 11th.  Upon Nicks review of your opening after having your masonry work completed, weve determined a new door will need to be ordered to properly fit your opening.  If we were to attempt to use the original door as you and I had hoped, the 79.5height door would not fit properly into the opening, even after your masonry work was completed. 

  I have notified our project coordinators and our operations manager that we will need to reorder your door at 79 tall.  To have a Pella door made at 79 tall means we must now utilize the Pella Reserve Series instead of the Pella Lifestyle Series.  The new Reserve Series products are very similar to the Lifestyle Series you ordered originally.  *********** Series is a wood product with an aluminum clad exterior, just like the Lifestyle Series door.  The biggest difference between the two doors is that the Reserve Series offers significantly more options to choose from than the more standardized Lifestyle Series. The reason we must now leverage Pellas Reserve Series is due to needing a height shorter than 79.5.  The more standardized Lifestyle Series has a minimum height of 79.5. Your door will need to be built with a height of 79 to fit your opening properly. 

  We have taken the first steps towards switching your order from Lifestyle Series to Reserve Series and upon your approval, we will place the order for the Reserve Series door, at which time I will submit for an expediated manufacturing and shipping process as to finalize your project as quickly as possible.  I do intend on connecting with you via phone today as planned; however, I wanted to get this message out first.  Im happy to answer any questions you may have, and I look forward to helping finalize your installation.

  Kind Regards,
  *************************
  Installation Manager
  Pella Windows and Doors | Rockford, Illinois
  Mobile: **************
  Email: *************************************

  Customer response

  10/17/2023

   
  Complaint: 20693032
  
  I am rejecting this response because:
  

  Oct. 17, 2023
  
  
  ********************,
  
  
  Thank you for finally responding to our repeated requests to solve a botched patio door installation that you and your people created in the first place.  We are pleased that you are now willing to order a new shorter door in the Reserve series, because the door your people ordered in mid-*** was too tall -- but the financial compensation for our pain still needs to be addressed and settled fairly.  It was a shocking revelation when the installers loosened our existing stone threshold, took no responsibility, and then told us we needed to repair it.
  
  
  My experience with the Rockford Pella branch has left me deeply dissatisfied and frustrated.  Recently, in October, ************ told you the same thing that ************ told you two months ago in August (door too tall).  **** acknowledged the mistake and said Pella can custom-order a door for us - at their expense.  Your response to our needs was excruciatingly slow.  You wasted two months of our precious time neglecting this problem, neglecting us.  Yesterday, you said you would expedite a new door order have a new door by the end of this year.  We want to clearly express to you our concerns about that timeline (below freezing temperatures) and the inconvenience it would cause us during the winter and the Christmas holiday season.
  
  
  I cannot overstate the amount of anxiety and emotional distress we have endured because of this issue.  This entire process was marred by a series of errors and shortcomings, making it abundantly clear that the work was not executed to the high standards I expected from Pella.   That said, I do appreciate your willingness - now - to make things right.
  
  
  Kind Regards,
  
  
  ***************************

  

  Business response

  11/03/2023

  ******************,
  I sincerely apologize for the inconvenience and emotional distress that any part of this project has caused you & Im confident in our ability to complete the project as discussed during our last phone conversation.  I was aware of the situation in August as you pointed out; however, we have internal processes that were not followed which resulted in the wait.  I take full responsibility for not ensuring these processes were followed ultimately, the buck stops with me and I do apologize for the delay in ordering your new door.  We have spoken several times on the phone and I have relayed to you the new doors ETA in addition to your next installation date for the new door.  Your installation is scheduled for November 8th with the installers arriving between 7:30am and 9:30am.  During our last phone call you seemed pleased with the installation date and I assured you that we assigned an installer that is a great craftsman and has many years of experience installing for Pella Windows and Doors.  Are there further concerns that need to be addressed at this time?  My perception of our last conversation was that you were pleased with the installation date of 11/8 and confident that we were sending competent installers to complete the work.  Does my perception of our conversation align with yours?

  No changes since we last spoke - I just checked and your installation is on the calendar for 11/8 and the installer has accepted and was given a brief background on your Pella experience thus far.

  
  Kind Regards,
  *************************
  Installation Manager
  Pella Windows and Doors | Rockford, Illinois
  Mobile: **************
  Email: *************************************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  6/6/22 - signed $100K+ contract with pella for windows/doors. They rec'd payment in full within 30 days. I understood that it would be a few months for installation.9/6, received email that the first set of windows and doors were to be installed on 9/7. Remaining items would be scheduled for later. 9/7 - installers arrived. 1 of the windows they brought was wrong size. During installation, I pointed out a significant number of defects that required either replacement or repair. I took pictures and immediately communicated this to the sales rep via text messages. His exact response to me "I know you're not thrilled about the install but Pella will make everything right. Trust me on that. That's the beauty of going with our company is working on what we did wrong and make it right. You would definitely not get that with most other companies. They would drag you through a long long process. Much longer than this one has gone. At this point everything is submitted for recovery and the team is currently planning to get the materials they need and fix everything that's wrong."After numerous calls/emails installers arrived 1/2/2023 to install remaining items. They didn't address any of my previous concerns and didn't bring the windows that were wrong the first time. Additional problems on new installation too.Many calls, emails, texts later and around May, someone finally showed up to review the work and take notes of what needed to still be done.6/6/22, I received a call with a list of the items and told installation date would be coming soon.6/20/23, received email notifying of "Final" installation on 8/9/23.8/9/23, Pella installers resolved some issues. Some still remain. Unbelievably, they brought the missing window and it was the wrong size, again! It has been over 14 months since I signed a contract and they've been paid-in-full for 13 months.I'm looking for any help or guidance that I can get.

  

  Business response

  09/27/2023

  We are scheduled for a completion of this project on 10/10/2023.  This date has also been confirmed with *********************** 

  Customer response

  09/29/2023

   
  Complaint: 20447862
  
  I am rejecting this response because:

  This is false.  I'm not aware of any intent to complete the work on October 10th.  It is however true that Pella has scheduled time on October 30th for installers, but I have absolutely no confidence that the project will be complete on October 30th.

  The most recent communication that I received from Pella was a phone call that they were going to send additional help here to review many of the on going issues that exist on what has already been installed.

  I welcome further support from Pella, but I do not in any way, consider my complaint resolved.

  
  ***

  

  Business response

  10/16/2023

  **********************,
  My name is *************************, and I am the Installation Manager of Pella Windows and Doors of Rockford, Illinois.  I am very sorry to hear about your experience with Pella up to this point.  The description of events in your message is not taken lightly and I intend to make every effort towards finalizing your project, to your satisfaction.

  I believe the best next step would be for us to connect on the phone.  A phone call will allow us an opportunity to work through what remains with your project and find the best,fastest way towards resolving any issues that remain with your window and door replacement project.

  If you are available, I would like to schedule a phone call with you for either Tuesday, October 17th at 9:00am or Wednesday,October 18th at 10:00am.  Please send me a text message or email me to let me know if one of the proposed days/times works for you.  If neither works for you, we can certainly find a different time to connect.  You can find my email address as well as my direct mobile number below. 

  I am here to help and work on your behalf to get your project completed to your satisfaction. Please accept my sincere apologies for the mismeasured windows and the additional time it has taken to complete your project.

  Kind Regards,

  *************************
  Pella Windows and Doors | Rockford, IL
  ******************************** **************
  Email: *************************************

  Customer response

  10/20/2023

   
  Complaint: 20447862
  
  I am rejecting this response because:
  

  **** - please review my customer files with ********************** and note the numerous emails, phone calls and text messages that I've had.  Please specifically reach out to CJ *****, *******************, **********, ***********************, *******************, or any number of other Pella service, sales or installation folks that I've been strung along by for nearly ***** months. Should you wish to contact me directly, I'm sure you have access to my email address. Moving forward, that is the best way to reach me as I need to sustain a very clear paper trail in the instance we go to court.
  

  Given that my acceptance of your response effectively closes the case with the BBB, I can't accept your response. I've been strung along way to long to think this is ending anytime soon.

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

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction~7/6/22 Money paid~>$23,000.00 Commitment~Replace 4 windows with Lifestyle Series. Windows were to be black inside, black outside, black trim on the outside and inside. Nature of dispute~Originally I had chosen every item to be white; however, when *********************** arrived to complete the final measurements she suggested I go with black. I verbally authorized the changes, asked if I needed to sign anything, and she stated no. The windows arrived in early November, black on the inside and white on the outside. I accepted delivery and installment of the windows despite the error. installers had extra white trim for the outside and I accepted the white trim for outside instead of the black. Trim for the inside of the house was white, I declined delivery and installation requesting the correct color be installed. Resolution~An e mail sent to ***************************, customer support supervisor, with no response. I visited the office in March of '23 voicing my complaint to ***************************. MULTIPLE phone calls and voice mail messages to the office speaking with *******, *****, and *****. My account was reassigned to ***** in April. She stated, "I fell off her radar" when she sent an e mail to another employee who had quit. Account/Order~**********

  

  Business response

  08/01/2023

  Pella has been very responsive to completing the open issues with the trim.  We are currently scheduled for 9/5/2023 to have the trim replaced and completing this project.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased two sets of windows from Pella on 6/14/22 and are very disappointed with windows regarding damaged wood. On 10/20/22 the windows were installed. The windows were damaged. A sash on the top of the window was badly damaged and long vertical strips of wood was gouged and peeling on the sides. The installers pointed out the damage after the installation was complete. An installer said we should take pictures of any damages and send them to customer service. The photos were email to *************************** explaining the damages we found. On Tuesday, 2/21/23 a repair crew came over to repair the damages. They changed out the window sash and used a wax substance to fill in the damaged wood. We paid $22,843 for the windows; we expect the damaged wood pieces to be changed out. The windows are now discolored where the wax was used to fill the damaged wood. This is unsatisfactory. We expect the wood pieces to be replaced. We are now having an issue with a broken lock mechanism on one of the crank out window. We want the lock mechanism repaired as well.We have called Pella customer service many times, most recently on Feb. 8, March 1 & 8, May 9 & 22, 2023. Pella does not call back when they say they would. They also **** us off to other groups within Pella that dont answer their phones. They say they understand our problem but there is no resolution correcting the problem. We have communicated with *****************************, ***************************, *************************, *********************, ********************, *****, ****** and *******. They all agreed that they would not be satisfied paying $22K and having this issue. ********************* offered us compensation of $5000 for the all the trouble we went through regarding the damaged windows. She also stated that the windows may need to be replaced if the wood couldnt be changed out. Again, we have not heard anything from her or anyone from Pella.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pella Casement Window installed in our Master Bath was damaged either before, or during, installation on March 20, 2023. This was one of 11 windows replaced that day. I took photos of the damaged window during installation, which I shared with the Pella-subcontracted installer, the Pella service center and the retail store in Rockford, IL. The service center opened a ticket. The order number is 724DFELU1, and the service center Ticker Number is 230320-003485.There has been no follow up from Pella despite repeated attempts. I had spoken several times with the service center, the retail center (project manager on this install), and reached out to Pella via the web. To date, after almost 60 days, still no response.They must replace the damaged window as I paid for a new, undamaged window installation.

  

  Business response

  06/07/2023

  ******************,

  We appreciate your patience while we work to bring your installation to conclusion. In further review of you order, we have a replacement unit on order and set to arrive in early July. Given this arrival time, we would like to conduct the replacement appointment on July 11th with an arrival between 7:30 AM and 9:30 AM. Please feel free to reach out to our installation office or reply back to this message through the Better Business Bureau portal.

  We thank you again for choosing Pella Windows and Doors for your window replacement needs.

  Kindest regards,

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

  Installation Manager

  Pella Windows and Doors

  Northern Illinois - Retail Division

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