ComplaintsforPella Replacement Windows & Doors of Chicago

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a front door for our home in September of 2022, and we were given a projected installation date of late November. We paid in full up front to take advantage of their promotions. Thanksgiving came and went with no contact from Pella and no door. When I reached out to their office in late December, I received an out of office for medical reasons reply from our rep. *************** After the holidays I reached out for help or information on the status of the door from anyone else in the office, and they passed the buck. After much persistence and many phone calls and emails to various employees, Pella delivered a door and it was installed in March 2023, four months after their projected date. The door was poorly constructed, with a deformed, crooked window, jagged edges, and missing paint. I immediately contacted Pella, and they responded, saying they would start the warranty process. I'm unclear on how a product goes to warranty when it was delivered defective in the first place, which was confirmed with the installer. Their customer service rep and the company that actually make the doors told me that our replacement door could be expected in April or early May the latest. I have been reaching out to them for the last two weeks with ZERO response. I did call their national office in **** and spoke to someone that sounded receptive, and I asked for updates and discussion of compensation for all our time spent dealing with this door for the last eight months, and..... no replies. My issues seem to be in line with many other customers that have filed complaints on here and in various forms of media. I understand that things happen, and doors may not always show up perfect. But to completely ignore phone calls and emails from a paid customer, or any customer, is clearly below the standards set by any halfway decent company, much less a "better business." I will add that the owner of this franchise has failed to reach out to me at any point.

  

  Business response

  06/09/2023

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

  My name is **************************  I am the Installation manager for Pella Windows and Doors of Rockford.  I will be taking over for *************************** and my goal is to work to find a resolution that works for you.  I just wanted to quickly introduce myself and let you know that either myself or my direct report, an installation supervisor, will be reaching out to you on Monday to connect and make sure we are aligned with you to ensure a positive experience moving forward.  I appreciate your patience while I familiarize myself with your project and complaint.

  
  Thank you,

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

  Installation Manager

  Pella Northern Illinois Replacement

  Customer response

  06/13/2023

   
  Complaint: 20074249
  
  I am rejecting this response because: this response seems very out of touch. It does not acknowledge that our door has already been replaced, demonstrating the lack of communication this company continues to demonstrate. The replacement door also had a jagged top edge, crooked trim around the window, and multiple areas requiring touch up. The installer addressed most of the issues on site, and was very pleasant and helpful, unlike the Rockford branch staff. I am still waiting to hear about compensation for all our troubles and time. Lastly, my name is *******, not *******. But this is representative of their attention to details and quality.
  
  Sincerely,
  
  *************************

  

  Business response

  06/28/2023

  ******************,
  Upon reviewing the notes we have regarding our next steps towards resolving the issues youve described, it looks like the last communication you had with a Pella representative was on 4/14 at which time we communicated that ******* would be calling you within the next 2-3 weeks to set an appointment for their service technician to visit your home and replace your entry door panel.  Since this work is not being completed by Pella, I do not have visibility to the system the ******* tech uses so I am unable to see any notes from this visit.  At this point Id like to know, from your standpoint, have the issues you described been resolved by replacing the panel or is further action required?  I look forward to your response.  Please also feel free to reach out to me directly at ************************************* as well.
  
  Sincerely,
  *************************
  Installation Manager
  *************************************
  Pella Windows and Doors Northern Illinois Replacement

  Customer response

  06/29/2023

   
  Complaint: 20074249
  
  I am rejecting this response because: I have spent over 100 hours on the phone and via emails dealing with Pella's embarrassing gesture towards customer service. You apparently fired the guy (****) that was in charge of the Rockford clown show. You replaced the door with another defective door. Please go and spend some time going over all the emails from the last ten months after I paid cash up front for the door. Then get back to me and discuss compensation. You have my information but have not even followed up with me after the 2nd installation. You are merely trying to avoid a ******************* from the BBB. You deserve a bad **** from the BBB because you practice bad business.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company continues to send me their promotional mail when I never requested this. I have asked them to stop and that I never requested any of their services nor am I interested!!!Remove this address trolls and delete my information ASAP - you don't have permission to mail me anything or have my personal contact details - it's a violation of privacy ***********************************************

  

  Business response

  06/07/2023

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

  Your name and address have been removed from our promotional communications moving forward. We apologize for any inconveniences our mailings may have caused and thank you for your time and patience. 

  Kindest regards,

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

  Installation Manager

  Pella Windows and Doors

  Northern Illinois - Retail Division

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered windows and doors from Pella - they provided a quote in December of 2021, we paid upfront in January of 2022. We paid $176,891 for windows and doors throughout our house - to be installed in **** and August of 2022. Pella did come in **** and August of 2022 to install windows and doors, but left the job unfinished. We estimate they need to spend one more day finishing trim and providing a few small pieces still outstanding. Since August 2022, Pella has been very unresponsive. We've called many times, written many emails, documented our requests. They have not responded to us for over a month now. They asked us to send them documentation (including pictures and descriptions of outstanding items), which we sent in November 2022. We just want them to finish the job they started. Most of the work is complete - but we have already paid them and we feel that we have no leverage, that they don't intend to finish the job, and that they are acting very unprofessionally.

  

  Business response

  04/04/2023

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

  Our team is actively working to source the needed materials required to complete your project. Please allow up to 5 business days for our team to be provided estimated times of arrival on these materials as well as contact you further regarding next steps.

  Thank you for your patience as we work through this matter.

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & **********************

  Northern Illinois - Retail Division

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had this door installed on 11/30/2022 and are still waiting for repairs to be completed from damages that occurred during installation. Every week I e-mail Pella and still do not have an answer.

  

  Business response

  03/31/2023

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

  Thank you for your patience as we work to bring resolution to your installation. A member of our project coordination team will be reaching out in the next few business days to collect additional information regarding items that need to be addressed in an effort to ensure all items that need correcting occur at the next appointment.

  Thank you for choosing Pella Windows and Doors and we look forward to speaking soon.

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & **********************

  Northern Illinois - Retail Division

  Customer response

  03/31/2023

   
  Complaint: 19551259
  
  I am rejecting this response because a technician was already sent to out residence to inspect the damage. We were told that the parts would be ordered and the technician would contact us for a date. We have not heard back from anyone from Pella since. Phone calls & e-mails go unanswered. 
  
  Sincerely,
  
  *************************

  

  Business response

  04/23/2023

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

  As communicated, we have scheduled your service appointment on April 27th. Please be advised, you will be provided with a 2 hour window for the appointment 2 business days prior to the appointment.

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & **********************

  ********************************************* - Retail Division

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted Pella directly to replace our bow front window at our home. The window took almost 10 months to receive and install. The initial installation was done incorrectly and they had to reschedule to fix it. This took almost another 6 months to complete the reinstall. They never had the correct length of window trim for the inside so we went almost 16 months with no trim. They were apologetic and said that they would come back out with the trim. We waited about 4-5 months. When they did come back out the trim was too short so they needed to order longer lengths to stretch the window span. They placed the new order and when delivered (4-5 months) it was too short again and the left a seem instead of the single piece they promised and the installer suggested. Since then, they havent come back with the correct trim nor are they responding to the multiple emails and my calls are not being answered. We are not left with an unfinished product that has trim boards temporarily installed and not completed to the high standard that we were paying for. The total for the window is somewhere around $12,000

  

  Business response

  03/23/2023

  **********,

  Thank you for your extensive patience as we work to bring resolution to your bow window installation. I can assure you that this is by no means is this the level of service or quality we aim for with our customers, and on behalf of Pella I would like to sincerely apologize for the time that it has taken to bring closure to your project.

  Based on the information provided to us, we are awaiting the correct size and length trim to arrive for your bow unit from our custom trim manufacturer; this trim is set to arrive to our warehouse in mid-April. Based off this timeline, our team should be able to schedule an appointment that works best for you to have the remaining trim installed. A member of our project coordination team will reach out in the next few days to set that appointment with you.

  Again, thank you for your patience regarding this and we look forward to working speaking with you soon.

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & **********************

  ********************************************* - Retail Division

  Customer response

  03/23/2023

   
  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

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2022 we purchased windows from Pella after a salesman named *********************** came to house. We financed the purchase through ******** services and Pella received payment of nearly $23,000. Pella advised us that they needed to custom order the windows and that due to supply chain issues we could expect installation by September of 2022. As of this writing, Pella has yet to install the windows and has cancelled two installation appointments, once claiming the windows were not made and a second time claiming the installers "couldn't do the job". Each time these were cancelled last minute after we had taken off work to be home. We have called Pella numerous times. We have had to chase them to make installation appointments, no one ever calls us back when promised. No one calls to proactively reschedule.We are currently in touch with *************************, Retail Sales Manager, and had asked for a full refund due to their inability to provide what was already paid for. He stated he is not offering a refund. We asked for a copy of the contract. In the contract, it states "seller shall make reasonable effort to complete the project in a timely manner". This has not been done. **** stated he will not refund us and asked for dates we could accommodate the install. On January 27th, we emailed him 5 dates in February and March with which they could arrive for install. He did not respond. On February 6th we had still heard nothing and emailed **** again. He did not have an install date for us. Today, February 9th, we received a call that they want to schedule us for March 22nd. This was not a date given by us. After they have cancelled on us twice before we are hesitant to take any more time off work. I called the office to try to adjust the date to one we had already provided and they said to wait for a call back.I submit that since May of 2022 Pella has violated their contract and has not made a reasonable effort to complete the project. I ask for a full refund.

  

  Business response

  03/23/2023

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

  Please refer to the conversation had with our General Manager - ***************************** had on March 8th regarding compensation and resolution with your order.

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & **********************

  ********************************************* - Retail Division

  Customer response

  03/23/2023

   
  Complaint: 19378931
  
  I am rejecting this response because:
  

  You say refer to the conversation with the general manager? You must be referring to the part where you are refusing to refund us. Or are you referring to the part where we were told "someone will call you to schedule". I hope you've had a good laugh at our we expense with that line. If we had a dollar for everytime we heard someone promise us a call to schedule we wouldn't need to ask for a refund. The response from the general manager was, at best, disingenuous. At worst, a direct insult towards us and our hellish experience dealing with your staff. We have zero faith that the work will be completed as promised and with any quality. 

  We request a refund in full please. Not another lie. Not another empty promise. We were willing to work with you and wanted our windows until we were strung along for months and lied to repeatedly. Your company had a chance to do this right and above board but your company did not deliver the product in a reasonable amount of time per the contract. 

  Thank you. 

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

  

  Business response

  04/16/2023

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

  While we sincerely apologize that we cannot come to a resolution for the installation of the product purchased; a refund would only be returned to you for the amount of the installation services provided by Pella. As per Article 3 of the contract signed at time of sale:

  "Furthermore, if this Contract provides for product specially made or the product has been delivered to the job site, the Buyer(s) agrees to pay the entire Contract Price and taxes attributable to the products as liquidated damages. In such event, Buyer(s) will be entitled to keep the products."

  As the products are custom made for your home, they must be paid for. Should you choose for Pella not to install your units, our team will refund the installation costs to you and coordinate delivery of the product. The product will maintain all product related warranties so long as the units are installed per Pella guidelines by a contractor of your choosing.

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & ********************** - Retail Division

  Customer response

  04/17/2023

   
  Complaint: 19378931
  
  I am rejecting this response because:

  As Pella did not respond to our attorney letter, our calls, or the attorney general's correspondence, we have filed a demand for arbitration on Friday April 14th. Coincidentally this correspondence happened after that action by us when we received no response to the other efforts. 

  We do not believe the windows were custom made as corporate confirmed on March 8th that Pella cannot locate all the unit(s). 

  The contract also states they have to be installed in a reasonable and timely manner which Pella had ample opportunity to do if they had the windows to install.
  
  Sincerely,
  
  ***********************

  

  Business response

  04/27/2023

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

  As the demand to file for arbitration has been submitted on this matter, our legal team will be handling all correspondences moving forward. Those communications will not occur through the Better Business Bureau portal.

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & **********************

  ********************************************* - Retail Division

• Initial Complaint

  02/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 6/3, I signed a $103K contract with Pella to replace existing windows and doors. I had paid all deposits and secured complete financing as required per the contract. In September, the installers showed up and did not have the whole order with them. One of the windows they did bring was the wrong size. Screens were missing, wood on the windows was damaged, paint was scuffed, and trim was left unfinished. Nearly 7 months after signing the contract, the installers showed up again to install the remaining windows and sliding door. Again, they did not have all the windows, and again, further issues on the quality of the windows, including shards of material stuck between window panes in the middle of a sliding door, dents, scuffs and unfinished trim. And nothing to remediate all my concerns from the first installation.Over the past 5 months, I expressed my dissatisfaction to the ***** **** ***** manager and customer service. Texts, pictures, emails and phone calls. All have said they'll run it up the flag pole to some one that can make a difference. I've received no responses and have no reason to believe they're taking this seriously. It has now been over 8 months since I signed the agreement. They have my money, my credit, and have absolutely not delivered.Most important, I want the job completed and in the exact words of the ***** rep communicated to me on 9/17/22, just after the first installation date, "I know you're not thrilled about the install, but Pella will make everything right. Trust me on that. That is 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 as gone."I hope Pella can stand behind the words of their ***** **************** of how they respond and wherever this ends, there is no way they will have delivered even close to $103K in value to me.

  

  Business response

  02/20/2023

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

  Thank you for your time on the phone. Once our installation supervisor comes out to conduct a full review of the items that remain to be completed, we should be able to put together a timeline of when we can complete the remaining items.

  Thank you again for your patience while we work to bring completion to your installation.

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & **********************

  ********************************************* - Retail Division

• Initial Complaint

  12/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 4 doors and one window back in March, They installed in I think August. We have been having issues with the doors since then. They damaged our j channel around our front door and got caulk all over the siding on the back door. Our salesman came by to look at the wrong trim and took pictures to send in of all the damage and haven't heard a thing on that. The trim doesn't match and was supposed to be reordered but came in wrong second time. Two doors are supposed to be reordered and doors not installed right. We have a lot of air coming in our front door, one door has loose glass and hair in between the glass, one door has loose lead frame in between glass and are supposed to be replaced, our garage door is sticking now that the weather has changed, have to pull really hard to get to open. Door locks replaced and one was wrong. they did order new ones and we are waiting for new doors to get replaced. I have called weekly to get updates and can't seem to get anyone to call me back. The person who is handling my case only responds when forced to ( that has been 2 times) with generic info and then won't respond back when you answer. We paid over $32,000 for the doors and window and I would like what I paid for. We have used them 2 times before with no issues. Not sure what has changed. Hoping someone can help me get some help with this.

  

  Business response

  01/18/2023

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

  On behalf of Pella, I would like to first and foremost extend my sincerest apologies for the lack of resolution surrounding your installation with us. While we do aim to provide a successful initial installation, there are times where items outside our control do arise and we are unable to do so. Nevertheless, the level of communication and timeline updates provided to you previously have not been to the caliber that we provide here at Pella.

  Moving forward, I have reassigned your case to a different member of our team so as to provide you with updates regarding your project. Given the number of items left to be addressed as well as the information you and your sales representative have provided, I would like to have one of our installation supervisors come out to create an all-inclusive list of items yet to be addressed so as to bring your installation to full completion on our next service visit. You new coordinator will be reaching out in the next few days to set this appointment up with you.

  If you should have any other questions or items to discuss, please feel free to bring these to your new coordinator or reply to this thread using the Better Business Portal.

  I appreciate your patience as we work to bring resolution to your installation and look forward to speaking with you soon.

  Kindest regards,

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

  Customer Support Supervisor

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

  ********************************************* - Retail Division

  Customer response

  01/18/2023

   
  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 as long as they follow up and contact me to get this resolved.  I will wait for the call to meet with someone to fix all of the issues we are having.  Hopefully it will be in a timely manner..  The salesman was fantastic when I got in touch with him and is working with me also.

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

  Customer response

  03/01/2023

   
  Complaint: 18636658
  
  I am rejecting this response because:

  Hi,

  Pella has been some what responding to me but no one will commit to fixing the issue. They got the door company involved and they are thinking it is a pella issue. 

  The front door needs to be replaced and the door glass is no longer available so we have to pick out a new glass. We had all three doors replaced so they would match. Now I would have one that was different. They wont commit to replacing all 3 glass doors. They are now saying the door company and pella will come out but maybe 4-6 more weeks.  Not acceptable this has been going on since August.

  Can you please reopen this case till we can get this handled.

  Thank you

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

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

  

  Business response

  03/22/2023

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

  Due to discontinuation of the glass originally picked on your order, we will need to pursue an alternative option for the replacement. We will be replacing both the front door as well as the rear garage door due to the panel warping that has occurred. We would also like to replace the panel for the front garage door as well as a goodwill to you given the need to change the other doors; this would ensure all doors match aesthetically.

  Our project coordination team will be reaching out with further details as to the steps needed to make this adjustment. Please feel free to reply here as well should there be anything further you wish to discuss.

  Regards,

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

  Customer Support Supervisor

  ********************************************* & **********************

  Northern Illinois - Retail Division

  Customer response

  03/26/2023

   
  Complaint: 18636658
  
  I am rejecting this response because: I am good with what they are offering, and I am still waiting for someone to contact me.  I have called and left messages for ** and ***** with no response again.  Once they contact me and complete the project, I can close this out. as accepting. But since no one has contacted me, and I still have air leaking in my house (since August now) I would like to get the doors ordered and replaced ASAP. And like I said, no one has reached out to me.
  
  Sincerely,
  
  ***************************

  

  Business response

  04/14/2023

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

  As was discussed this past week, we would like to have a representative from our installation team as well as our door manufacturer out to ensure all parties are clear as to what needs to be done to address the issues. This is in an effort to ensure that the correct components are ordered to minimize the further disturbances to the door openings.

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & **********************

  ********************************************* - Retail Division

   

  Customer response

  04/23/2023

   
  Complaint: 18636658
  
  I am rejecting this response because: I want to make sure that they follow through with what they have said  it is a slow process so far and long time between each contact. After they have been out and plan to repair this I might feel better about it   This has been going on since August of 2022

   

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

  

  Business response

  05/12/2023

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

  As discussed at the meeting with **** and ******* during our site visit, the following work is to be completed to address the remaining open items on your order:

  - Line 10 (dining area window) - Replace jamb and casing (stained Dark Walnut, casing to be oak material)
  
  - Line 30 (front door) - Replace door in its entirety (style - 601 Canteberry). We will provide all necessary materials with the exception of the j-channel. This will be reimbursed to you for the cost.

  - Line 15 (porch door) - Replace frame and reset unit. We will provide all necessary materials with the exception of the j-channel. This will be reimbursed to you for the cost.
  
  - Line 20 (attached garage) - Replace with new door slab (style - 601 Canteberry)
  
  - Line 25 (detached  garage) - Replace with new door slab (style - 601 Canteberry)

  Please feel free to reach out for clarification on any of these items. Our team will be reaching out to scheduled the work to be completed.

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & **********************

  ********************************************* - Retail Division

  Customer response

  05/12/2023

   
  Complaint: 18636658
  
  I am rejecting this response because: I was told it would be about 3 weeks for doors unless there was an issue and no one had contacted me. I tried calling today and as usual no one calls me back. I would like a status update on what is happening. It has been over 2 weeks since they came out
  
  Sincerely,
  
  ***************************

  

  Business response

  06/08/2023

  Hello *******************,

  My name is ************************* and I'm the Installation Manager for Pella Windows and Doors of Rockford.  I am taking over your BBB complaint and I hope to be able to be able to aide in find you a resolution so you may conclude your project with Pella Windows and Doors.  I wanted to introduce myself and let you know that I will be communicating with you through the BBB portal going forward.  It is my understanding that you rejected the previous offer for us to fix the issues that are present with your doors.  If this is not accurate, please let me know.  I am here to help and my goal is to find a resolution that works for you as well as Pella.  Would you mind explaining what specifically you do not agree to and what part of the last message and offer that you reject?  I understand you did not have the experience you had hoped to have and it is my hope that I can be of some help with turning that around.  I imagine you do not want to walk me through your entire experience which is fine since I have a record of what's happened and notes from the people you've interacted with along the way - I'm just hoping you can inform me as to what you do not find acceptable in the last message sent to you that outlined how we intend to fix the remaining issues with the product that was installed in your home.

  I look forward to hearing back from you and I hope you're having a great week and a great evening.

  Sincerely,

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

  Installation Manager | Pella Windows and Doors of Northern Illinois

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

  Customer response

  06/19/2023

   
  Complaint: 18636658
  
  I am rejecting this response because:
  

  Hi,

  I do not accept the response.  We have been working with this company to try to get our issue resolved.  4 people came out on 3/3 and came up with a solution to finally repair our problems. They said it would be about 3 weeks, if not some one would contact me.  I called numerous times with no response then finally called *****, upper management, because no call back from anyone on 6/1. I finally got a call on 6/14  telling me the replacement product is not in yet.  They are hoping the first week of july.   This has been ongoing since August of 2022.  And for the response sent by **** to accuse us of not cooperating is insulting.  We have bent over backwards to work with this company to try to get our product that we paid for correct.  I have lost many nights of sleep, stomach issues and high utility bills because of there improperly installed and damaged product.  I responded to ***** email directly yesterday with this; 

  Hi,

  I never received your response from the BBB until today.  We have not rejected any type of repair and when everyone was out on 3/3 they came up with a solution.

  As of today we still  have not had anything done since they have not received our product to install.  This has been going on since August of last year and It seems that you should know what is happening and no blame us for not wanting the repairs.

  I have lost a lot of sleep and money in utility bills from this whole mess and we have been extremely cooperative with everything that is happening.  I cant believe that after everything we have been through that this would have been said. This whole situation is unacceptable.

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

  Thank you

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

  Sent from Mail for Windows

  
  
  

  Customer response

  07/14/2023

   
  Complaint: 18636658
  
  I am rejecting this response because: no service has been scheduled.  Some on got in touch with us and said our new doors would be in the first week of July.  We have not heard from anyone since then. I was going to try to reach someone next week to see what is going on now.  It has almost been a year since the original installation that was not done correctly and we are still having issues with doors closing and air coming in. 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/24/2023

  ******* has confirmed they have shipped and we have received a partial order (one still awaiting).  Once all materials are in Pella's possession, we will call to schedule.

  Customer response

  07/26/2023

   
  Complaint: 18636658
  
  I am rejecting this response because: I was told on Wednesday 7/19 that everything was in, and they were checking it and then would call me.  I have left numerous messages with no call back. And again, this has been ongoing now for almost a year and I still can't get a straight answer from them.  I am extremely disappointed this whole ordeal and am concerned that once the product is installed hopefully correctly that if we have problems that we won't be able to get service since it has been a year with really no service. I wish that we could have gotten our money back and got the doors from somewhere that I would have confidence in the quality of the product and service!!!
   
  Sincerely,
  
  ***************************

  

  Business response

  08/02/2023

  We are currently confirming quality of all products and capacity of an installer.

  Customer response

  08/02/2023

   
  Complaint: 18636658
  
  I am rejecting this response because: I did receive a call saying that the doors are in and they are to call me back to set up install, then I have to schedule a day off work again to do it. Hopefully I will get a call back this week.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/22/2023

  Hi *******************,

  We currently have a scheduled appointment for 9/14/23 to complete your project.

   

  Thank you,

   

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

  Customer response

  08/24/2023

   
  Complaint: 18636658
  
  I am rejecting this response because: I am aware of the appointment and once everything is completed properly I can respond back to this. Sad it has been over 1 year and still another month to wait.
  
  Sincerely,
  
  ***************************

  

  Business response

  09/05/2023

  We will see you next Thursday the 14th.

   

  thanks 

  Customer response

  09/06/2023

   
  Complaint: 18636658
  
  I am rejecting this response because: Once they come on Thursday the 14th and hopefully fix everything we can respond hopefully that it is all fixed
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with *********************** of Pella on 5/9/22 for installation of windows. We were promised the windows would be installed by 8/17/22 and the installation would be completed in one day. Around 8/10/22 we get a called stating that the installation could not be done till 8/24 and it would take 2 days. A week prior to the install date, we get a call stating we would have to get the permit and the installation would be delayed till 8/25/22. Installers performed the installation and we called Pella customer service and told them what went wrong with installation (torn screens, sloppy caulking, etc.). We were told they would take care of the problems immediately - Repair person did not show until 9/13 and he only addressed half the caulking issues and did not replace any screens. He told us Pella would be sending a supervisor out to continue addressing the problems. As of today nobody has contacted us to complete fixing the problems. We have called Pella on several occasions and been promised someone will contact us ASAP and they never callback or when we called we were put on hold and nobody came on the line to address our problems. Pella is refusing to honor our contract and provide us with a quality product. Main issues are sloppy workmanship, torn screens, broken promises and lousy customer service. They have gotten paid by their finance company whom has billed us twice for ******** and Pella is just ignoring our calls. Please assist us ASAP, our house looks a mess outside and inside. They need to contact us immediately and provide us with a professionally finish product and compensation for all of our inconvenience. We are seniors citizens on a fixed income and cannot afford to be ripped off like this. Thank You in Advance - *** and ***********************.

  

  Business response

  11/02/2022

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

  On behalf of Pella, I would like to thank you for your patience as our team works to bring resolution to your order. In order to fully address the scope of what needs to be completed surrounding your installation, we would like to have an installation crew out to remedy the remaining caulking concerns. An installation supervisor will also be on site should there be anything that you wish to have addressed as well.

  Regarding the screens, replacements have been ordered; however, we have been experiencing a longer than typical delay from our manufacturing. Know that a priority flag has been placed on the order as well so as to ensure the shortest wait time on the replacements.

  A member of our project coordination team will be reaching out to schedule an appointment to address the caulking in the next two days. Should the screens arrive prior to the when this appointment is set for, we can also have them installed at this appointment. If the screens do not arrive, we will have to arrange another date to deliver and install them as well.

  Thank you again for your patience as well as choosing Pella for your window replacement needs.

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & ********************** 

  Northern Illinois - Retail Division

  Customer response

  11/03/2022

   
  Complaint: 18193393
  
  I am rejecting this response because:The business has not done anything, but restate the problems.  They have not resolved anything, offer any compensation for our inconvenience, why are they just now ordering replacement screens - when the torn screens were pointed out to them during installation, why did they not respond to us prior to us contacting BBB; there are to many concerns that have not been resolved or even addressed for us to accept this response.  We will wait to see how they respond to the total complaint.
  
  Sincerely,
  
  ***********************

  

  Business response

  11/21/2022

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

  As confirmed with our team last week, we have an appointment set to address the areas of concern. Additionally, an installation supervisor schedule to be on site to address any further items you wish to discuss.

  Kindest regards,

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

  Customer Support Supervisor

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

  ********************************************* - Retail Division

  Customer response

  11/30/2022

   
  Complaint: 18193393
  
  I am rejecting this response because:As of today Pella has not completed the total adjustments stated in the compliant, nor have Pella offered any type of adjustments, compensation, or anything to address our inconvenience, time lost trying to contact Pella, time lost waiting on Pella to respond, Pella's broken promises regarding original installation, etc.  Thank You in Advance - *** & *********************** - PS - Pella's management/executives officers have not contacted us to get involve/offer assistance.  When someone makes a purchase of over $28,000.00 and is not satisfied with the product; that should warrant management involvement.
  
  Sincerely,
  
  ***********************

  

  Business response

  12/02/2022

  Hello - Can you please clarify below:

  
  Please provide correspondence confirming the appointment scheduled with the consumer.

  

  Business response

  12/13/2022

  Hello- 

  
  Please provide correspondence confirming the appointment scheduled with the consumer.

  

  Business response

  12/27/2022

  Good morning,

  See attached Certificate of Completion signed by both the installer that performed the work as well as the customer. The remaining screens noted on the Certificate that were damaged have been reordered as well.

  Regards,

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

  Customer Support Supervisor

  ********************************************* & **********************

  ********************************************* - Retail Division

  Customer response

  03/10/2023

   
  Complaint: 18193393
  
  I am rejecting this response because:

  We read the summary the complaint summary and the business response and we reject their response, because they have not fulfilled the original contract.  We have not had the replacement screens installed and they have not offered any compensation for the inconvenience we have incurred.  I have contacted Pella twice regarding the issue and they keep promising to contact us with an installment date, but they never return our calls.  Please keep this case open, because we did not receive a prior response.  Thank you *** and ***********************

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

  

  Business response

  03/24/2023

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

  A ticket regarding the damaged screens has been reopened under the event number 230324-000014. Our service team will be reaching out in the next few days regarding next steps.

  Thank you for your patience as we work to bring resolution to your order. 

  Kindest regards,

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

  Customer Support Supervisor

  ********************************************* & **********************.

  Northern Illinois - Retail Division

  Customer response

  03/27/2023

   
  Complaint: 18193393
  
  I am rejecting this response because: Pella has been making this same promise since September, 2022, going on 8 months.  We contact Pella, they state they will put us on schedule and never do.  Pella has not address the caulking issue to our satisfaction, have not addrress the energy efficiency of the windows(our house is colder now than it was before the windows were installed and we have not seen a decrease in our heating bills) and they have not addressed or offered any type of compensation for their negillence, our inconvenience, or the time we have spent trying to get these issues resolved - ****** and ***********************
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  entered in Contract with Pella to install patio door 7/1/21. Door did not arrive until 12/21 with an install time of 12pm-2pm. Driver showed up at 7:30 Sat was not willing to wait for us as that was not the time that was given and left. We then called Pella to cancel our order as the driver was rude. We have paid ******* toward our bill but Pella and Green *** settled to only give us back 2804.10.Why the difference we still don't have the door and we have sent letters and calls and they never contacted us during this time at all.

  

  Business response

  10/14/2022

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

  Thank you for reaching out regarding your order with Pella. Please know that completion and installation of your order is of the utmost importance for us. A member of our Project Coordination team will be in touch shortly to coordinate a date that works best regarding installation of your product.

  Once installation has completed, a member of our leadership team will be reaching out to further discuss the financing through GreenSky associated with your order.

  Thank you for your patience and for choosing Pella for your door replacement needs.

  Kindest regards,

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

  Customer Support Supervisor

  Pella Windows & Doors

  Northern Illinois - Retail Division

  Customer response

  10/19/2022

   
  Complaint: 18126944
  
  I am rejecting this response because: I called them and told them that I was canceling this order because of the service and time of installation, nobody called

   I text the sells man, and told him I was canceling, nobody called. I sent a certified letter, nobody called. They keep the money at ************** I called them and told them I was canceling  in Dec 2020. ******** was waiting to hear from Pella to release funds, they released the money in June. They only released some to me money and the rest was out of pocket for the door. I can't do business with them.
  
  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. ↩