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ComplaintsforPella Replacement Windows & Doors of Chicago
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Complaint Details
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Initial Complaint
09/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Pella Corporate Order # ***JROJKY Quote Number ******** Price ******** Transaction 06-30-22. On 6-30-2022 I was not told that they would get the money if approved and I will start paying for the product before installing the door. What was told to me did not happen just a lot lies. Since I received a bill, I am starting to get concerns because I am not receiving any return calls from salesman about my concerns. I am a senior citizen and I feel as if Pella Corporation is taken advantage of me. I want a refund and to never hear from this company again with this bad service. The salesman stated I would receive an emails with the contract never happen. I received an USB which is no use to me. However, salesmen finally sent a memo on 8-31-2022 because he talked to ******** and they informed him I was requesting a cancellation and requesting the money to be put back on the account. Therefore, salesman finally decides to send a memo stated I cannot cancel the order even if they cannot produce the product. Therefore, ****** states that I have to pay even if the door has not been installed. This is the understanding of the memo that was sent to me unreal never heard or such a rule or law. This situation is out of control. In the letter the salesman stated he could not take a call from me because he was with another customer but with our order, he took two calls I guess it was okay to lie any excuse to explain not getting back to me. I feel if Pella Corporation is having a problem it should not fall on the customer. A representative states it is a backorder for 6 months or more but they are still collecting money. I do not know who I talked to on 8-30-2022 at Pella Corporation but they informed me the order had been cancel another lie to get me off the phone. Therefore, I called ******** to let them know what was told to me. I never saw the actual contract.Business response
09/13/2022
******************,
Thank you for reaching out to Pella regarding your pending order. As discussed with our sales manager, *****, on 9/7/22, this order is beyond the point of cancellation per the signed contract (please see attached). ***** is working to see what can be done regarding your financing terms on your order.
Should there be any further items you wish to discuss, please feel free to reach out to our Project Coordination team at **************.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
********************************************* - Retail Division
Initial Complaint
08/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I moved into my house in 2018 and Pella Windows were installed in 2007. The last year or so, our windows have been giving us tremendous problems. Water started running down our walls, our window casings were becoming warped, and our windows were being COVERED in mold. We have 2 little children who were in bedrooms with windows (that we continually tried to clean) covered in mold. IIt turns out (we were unaware of) that Pella had a lawsuit against their windows regarding window damage, warped wood, etc. I contacted corporate and they said there was nothing they could do. It didn't seem like much of a solution for a very high-end window company. I can't begin to tell you how disappointed we are in the lack of empathy. These are extremely expensive windows that are apparently horrible quality and dangerous to have in a home. I can't believe Pella offered no solution to a problem this serious.Business response
08/26/2022
******************,
Please see attached copies of our warranties. As your units were installed in 2007, the issues mentioned fall outside of the given warranty periods (10 years for Non Glass Components, 2 years for installation).
While we are unable to service the windows, we can provide some solutions for the issue mentioned:
To address the mold, use a mild bleach solution and sponge to remove the existing mold. The bleach will ensure any microscopic lingering mold is killed off moving forward. Mold typically forms on windows that collected condensation in the winter months when the temperatures and humidity inside the home are higher than those outside. This is a normal occurrence that homes have throughout. If the condensation is not given the opportunity to expel back into the remainder of the home - usually due to a blind or curtain - it will linger on the window and over time mold will begin to form as it thrives in cool, damp, and dark areas. To ensure prevention moving forward, allow your windows time with the blinds or curtains opened throughout the cooler months.
We hope this information helps moving forward.
Kindest regards,
***************************
Customer Service Supervisor
********************************************* & **********************
********************************************* - Retail Division
Initial Complaint
08/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In November 2021 I purchased a wood entry door from Pella sold by ********************* at the Pella retail store in ********** (location since closed). The install was scheduled for February and cancelled last minute. Rescheduled again and canceled last minute. Rescheduled again and no show. Finally installed April 2022. The installer did a terrible job with messy caulk, incorrectly installed interior trim (the latch hits the trim), shredded the weather strip, and poor lead paint precautions. The door itself also had imperfections. After multiple emails and phone calls, Pella finally sent out a knowledgeable installer who fixed a couple of the issues but had to order a new weather strip and come back to finish correcting the other issues. ****** and her supervisor ***** in the Rockford office are unresponsive to my emails and phone calls. I am at a loss for how to get Pella to reply and fix these issues.Business response
08/26/2022
********************,
Thank you for your patience while our team works to bring your door installation to final completion. Based upon the notes from our previous appointment, there appears to be a few items of quality concern that require replacement; namely the door panel and weather stripping. I can assure you these items have been reordered; however, the lead time on the door panel is longer than anticipated from manufacturing. Much like a majority of the manufacturing industry, our production has seen a larger influx of orders these past few months that they are working to process. This has in turn pushed our lead times on certain product out beyond our typical lead time.
Nevertheless, the communication of this timeline is key and an opportunity for improvement for our team. As such, a member of our Project Coordination team will be reaching out to to convey the full set of details with you regarding the timeline of your replacement components.
We appreciate your understanding as we work to bring this to final resolution and furthermore thank you for selecting Pella for your door replacement needs.
Kindest regards,
***************************
Customer Service Supervisor
********************************************* & **********************
Northern Illinois - Retail Division
Initial Complaint
08/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased patio door (including screen door) in Feb 2022 with promised instead date no later than June 15, 2022. Installed the doors on April 5 2022 with a promise of the screen door being delivered and installed by June 15,2022. Since the promise date has passed I've emailed *************************** at Pella June 21, no reply; June 27, July 10, July 23 no response; along with multiple calls. According to another representative July 11 that the screen door was arriving in warehouse that week. Calls and emails are no longer being replied to. I simply want Pella to fulfill their contractual obligation of delivering and installing a screen door that was part of our original purchaseBusiness response
08/07/2022
******************,
On behalf of Pella, I would like to thank you for your patience as we seek to complete your order. Strains on our manufacturing have caused lead times on our orders to fall outside of our standard.
Regarding your screen, an appointment appears to be scheduled for August 11th to have the screen installed by one of our technicians. If not already done, a member of our project coordination team should be reaching out to confirm this appointment.
Thank you again for choosing Pella for your door replacement needs.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
********************************************* - Retail Division
Customer response
08/08/2022
Complaint: 17666360
I am rejecting this response because: I have responded promptly with an email to the project coordinator manager, *********************, approximately 8 minutes after they had emailed me an installation date, notifying them that the date is not convenient and was trying to reschedule. I had received no response to the email or the number provided of ************. I have tried calling both on August 4th and August 5th in which a prompt has told me to try contacting back on another business day. Five days have now passed with no response.It is understandable with the delays due to production, however, the lack of response has been unprofessional.
Sincerely,
*****************************Business response
08/25/2022
******************,
On behalf of Pella, I would like to first thank you for your patience as we work to complete you installation. Much like a large majority of the manufacturing industry, our production has seen longer than anticipated lead times on various product lines and components - our screens being one of the most heavily affected. While these delays in production our outside of our control, the communication regarding status is well within our control and I sincerely apologize for the lack thereof.
Nevertheless, from what I understand, we were able to successfully complete the installation of your screen door on August 11th. Should there be anything further that arises surrounding your installation, please feel free to contact our Project Coordination team at ************; a member of our team would be more than happy to assist you further.
Thank you again for patience and for choosing Pella for your door replacement needs.
Kindest regards,
***************************
Customer Service Supervisor
********************************************* & **********************
Northern Illinois - Retail Division
Initial Complaint
07/22/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
I had been in discussion with *********************** - their sales rep for replacing all the windows in my house with Pella Reserve. There were several discussions and we got to a point where we agreed on putting the order thru with GreekSky financing. However, there were a few incorrect things stated prior to the order:1. I would not have to pay anything for 6 months after installation date to GreenSky (false!)2. My Greensky payment plan was for 72 months at 0% APR I was asked to activate the Greensky account based on all the above incorrect terms and conditions.Prior to placing the order, the agent did not share any contract/paperwork for me to review and he put the order thru and signed all the documents digitally without advising me and sent me the contract on May 6. He signed all documents including authorizing Pella to withdraw $65,000 from my Greensky account without even informing me. When I saw the paperwork and his email on May 6, I immediately responded to him on May 7 advising that I was quite concerned as I had not reviewed the contract/paperwork and I had not signed any of that paperwork. ****** acknowledged that he had signed the contract/paperwork to avoid the price increase and then sent me another agreement/contract to sign, which I have not signed till date.I advised ******** about this and have shared all the emails with him, including the email from ****** where he has accepted that he had signed all the paperwork and this dispute has been ongoing for the past 2 months. Pella Rockford has repeatedly been sharing the forged documents with *********During May, I had made several attempts to even speak with the Store Manager and was connected to ********, who assured me that he would resolve this issue, but after a week, he advised that he was simply filling in the role of the main Store Manager who was away and that he had escalated my case to her and that she would be in touch. It's been nearly 3 months now and till date there is no response.Business response
07/29/2022
************,
I apologize for the lack of clarity surrounding the financing of your order with Pella. The manager over your order will be reaching out to speak with you further regarding the financing as well as potential next steps.
On behalf of Pella, I would also like to thank you for your patience as we work to bring resolution to this matter.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
Northern Illinois - Retail Division
Customer response
08/02/2022
Complaint: 17607706Nobody from your team/store has reached out to me since May and given the contract/order form had a forged digital signature by your sales agent, this order/contract stands null/void. The funds that have been withdrawn from my Greensky account need to be refunded.
Business response
08/07/2022
Mr./************,
Upon further review with our leadership team, your order has been cancelled and the funds should be returned to the associated GreenSky account. Please allow one full billing cycle for the account to reflect this adjustment.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
Northern Illinois - Retail Division
Customer response
08/11/2022
Complaint: 17607706
I am rejecting this response because:I want the refund amount to hit my Greensky account first and I want you to work with ******** to close my loan account ensure all the changes to my credit file are also reversed.
I also want a written confirmation that your Sales **** ************************ has not DIGITALLY signed any other documents on my behalf without my knowledge/approval.
Sincerely,
***********************Business response
08/30/2022
Mr./************,
These charges have been reversed successfully and your associated GreenSky account should appropriately reflect these changes. Please feel free to reach out should there be any further items that arise.
Kindest regards,
***************************
Customer Service Supervisor
********************************************* & **********************
********************************************* - Retail Division
Customer response
08/31/2022
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
07/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Installation of replacement windows began May 18, 2022. The interior window trim material was not delivered to our address and could not be located....We called Pella three times in May and got no information....I contacted Pella on 6/6, 6/14, and 7/8 and no promised return calls have been received....We currently have no information on the whereabouts of the trim and no installation date....The July 8 call was to ************ and ****** said branch Manager *********************** would call by 10:15 a.m.7/12/22. No phone call has been received. "Event number 220708-000801"Business response
07/26/2022
****************,
On behalf of Pella I would like to thank you for your patience as we work to complete your order with us. Please be certain that our team is working diligently to fulfill your installation.
I would like to assure you that the trim that was unable to be located has been reordered to complete you installation; however, due to the larger than typical number of orders being process by our production recently, this trim has an estimated time of arrival in late August. This does also have a priority rush placed on the order as well.
Nevertheless, we can certainly schedule an appointment beyond the estimated arrival window to complete your installation. A member of our project coordination team will reach out in the next few days to schedule a date for this appointment with you.
Again, I would like to thank you for your understanding during these unusual times and for choosing Pella for your window replacement needs.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
********************************************* - Retail Division
Customer response
07/27/2022
Complaint: 17567297
I am rejecting this response because:I have accepted the proposed installation date of 8/30/2022. I cannot consider the project complete until then; previous assurances have not been met.
Sincerely,
*************************Initial Complaint
07/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In October we were sold on the warranty and quality that Pella offers. We ordered French doors and a screen door. The installation date was scheduled for ******** About a month later we get an email stating that the screen door couldnt be ordered but they would upgrade our hardware. Contractors show on January 6 about 2 hours late and there were pieces for the door missing. Due to the missing pieces the door wouldnt close properly. A MONTH LATER the pieces come in and the door still doesnt seal properly. We had to stuff towels in the door to block the cold and the howling from the wind (see pic). They said the door wasnt made properly and had to order a new one. They install the new door and its the same issue. They sent a manager out to assess the situation. He made a few adjustments for the door to close a little better, but its still gaps and not sealed properly. They send the first contractor out to fix the door and it still wasnt fixed. The last appointment was supposed to be June 30 at 230pm, but they tried to come at **** and I said I was working. I wait the rest of the day for them to NOT SHOW. I send an email to the Pella coordinator (************) about the no show. What is the purpose of an appointment if you can show up whenever you want? Im writing this on 7/11 and still havent heard from a manager or ************ with a resolution. I have called 2 more time since the no show to speak with a manager and have not been contacted. I was told both times that it would be ***** hours for manager response, no call yet. I now I have a payment due for this project that is incomplete. This is an issue that has been going on for over 6 months. I thought this would be a simple project and it has turned into a nightmare. I would like all the charges removed or for the install to be complete with a MAJOR discount. I shouldnt have to pay over 8k with all the issues Ive had to deal with. I have reached out more than enough times to correct the situation to no avail.Business response
07/28/2022
******************,
On behalf of Pella, I would like to express my sincerest apologies for extended completion of your installation with us. I can assure you, this is not the standard for which we strive. Unfortunately, much like many organizations, our manufacturing and production are not entirely back to full capacity and as such our lead times have extended beyond what we would typically be expected, thus pushing back order resolution.
Nevertheless, the level of communication regarding status is well within our control. I have reached out to both the sales manager over your order as well as our installation manager regarding your situation. One if not both should be reaching out to discuss your situation further.
Regarding resolution on your installation, I see an appointment has been scheduled and confirmed for Saturday, August 6th to replace the warped door panel. If this date does not work, please reply to this message and our team would be more than happy to look for another date.
Thank you for your patience as our team works to bring final resolution to your installation as well as choosing Pella for your door replacement needs.
Kindest Regards
***************************
Customer Support Supervisor
********************************************* & **********************
********************************************* - Retail Division
Customer response
07/28/2022
Complaint: 17553432
I am rejecting this response because:While I understand the delay in materials, there is no excuse for the lack of communication and the workmanship that Ive received. I would like to keep this record open as, I have yet to receive a call from a manager and the issues with my door have not been fixed since the initial install in January.
Sincerely,
***********************Business response
08/07/2022
******************,
I sincerely agree with you statement regarding lack of communication and workmanship. I can assure you, this is not the level of quality for which we strive for at Pella.
As I understand, the appointment to address the remaining items was scheduled for August 6th and should be completed. Please feel free to reply if this is not the case.
If you have not yet received a call from our leadership team as well, please feel free to reply with any information regarding this as well.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
********************************************* - Retail Division
Customer response
08/08/2022
Complaint: 17553432
I am rejecting this response because:
This project is still incomplete and I HAVE NOT received a call from management. The installer came to my house and realized after they took the door off that the new door was too tall. Had they came out or checked the door when they were initially supposed to be (7/1), they would have known the door was too tall. I'm not sure why I'm having these issues, but if you were in my situation would you be willing to throw your money away on this? NO, you would not. This is so unacceptable. What is this solution for this issue? Pella has not offered a single solution. Pella has done absolutely nothing but given me a headache. I have taken off work multiple times, my gas ***************** when I had to put towels in my door, and this is still an issue. What are solutions? Will I hear from management? How many times will it take for Pella to get this right?
***********************Business response
08/25/2022
******************,
As I understand, a call to you was made from our Installation Supervisor, ****, laying out what is needed for resolution surrounding your door as well as the option for a Saturday appointment to prevent additional time off taken.
Should there be anything further, please feel free to reply to this message and I would be more than happy to have the appropriate member of our team reach out.
Kindest regards,
***************************
Customer Service Supervisor
********************************************* & **********************
Northern Illinois - Retail Division
Customer response
08/26/2022
Complaint: 17553432
I am rejecting this response because: Who can talk to me about my balance? I should not have to pay full price when the quality of the door has been questioned at least 5 times. My door still hasnt been fixed.
Sincerely,
***********************Business response
09/13/2022
******************,
In order to fairly assess the entirety of your installation experience, discussion surrounding compensation will be had as we move closer to the final installation completion. As this installation date nears, a member of our management team will reach out to discuss further.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
********************************************* - Retail Division
Customer response
09/17/2022
Complaint: 17553432
I am rejecting this response because:
I would like to keep this compliant opened until my install date, which is tentatively scheduled for Oct 29.
Sincerely,
***********************Business response
09/29/2022
******************,
I completely understand. Should there be any other items you wish to have addressed before the appointment, please feel free to reply to this thread or reach out to our team at **************.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
********************************************* - Retail Division
Customer response
11/30/2022
Complaint: 17553432
I am rejecting this response because:Hi,I would like to reopen complaint #I didnt receive a follow up call or email about the service for 11/05. I emailed Mandy * the below message on 11/15:It has been over a week with no follow up. I'm still unsure if the door is installed properly. The installer told my husband the door or trimming would expand and seal. The first night was very windy and there was a howling sound coming through the door. I have video recording for that attached. Also attached are pictures of the spacing at the top and bottom of the door where it meets in the center. Once again I have been more than patient. This is coming up on a year and I still have concerns about a door that should have been properly installed in January.Along with the attached photos and video. I have yet to receive any communication. I have also not received any details on a credit or anything for the door taking this long to be properly installed. It has been a year now since I regrettably decided to use Pella and Im still fighting for this to be completed.WARNIN*: YOU HAVE RECEIVED AN EMAIL THAT ORI*INATED FROM OUTSIDE THE OR*ANIZATION. PLEASE VERIFY ALL MESSA*E CONTENT BEFORE CLICKIN* ON LINKS OR ATTACHMENTS.
Sincerely,
***********************Business response
12/16/2022
******************,
As we discussed over the phone, we will be conducting a final appointment to address the air infiltration on your door on 12/17. Upon completion of this appointment, I will reach out to you to discuss final resolution surrounding your installation with Pella.
Thank you again for your patience and I look forward to speaking with you soon.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
Customer response
12/19/2022
Complaint: 17553432
I am rejecting this response because:
As of 12/19 the door is still not fixed. **** and I did speak and the technicians sent out on 12/17 were unable to fix the problem. As promised, I will be waiting on a callback from **** no later than Tuesday, 12/20.
Sincerely,
***********************Business response
12/27/2022
******************,
Thank you for your time the other day. Per our conversation, a technician will be out Friday, December 30th to caulk all points of air infiltration on the existing door. A sales representative will also be out on Tuesday, January 3rd to pick out options for a replacement sliding door unit.
Should you have any questions before then, please feel free to reach out to me either via phone or email.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
********************************************* - Retail Division
Customer response
12/29/2022
Complaint: 17553432
I am rejecting this response because:
This is still an ongoing issue and I would like this resolved before the complaint is closed.
Sincerely,
***********************Customer response
01/10/2023
Pella sent a tech out on 1/30 to caulk the outside of the door to help with the air coming through. This is a temporary solution until they can order a new door. They sent another tech out on 1/3 for me to pick out a new door. I was supposed to hear back from **** and I have yet to receive any communication as of today 1/10. I would this complaint to stay open until the matter is resolved. Attached are pics of the caulk and the frost from where the air blows in.Business response
01/18/2023
******************,
As provided in our conversation via e-mail, your replacement unit is set to arrive to our warehouse from manufacturing the second week of February. I do have a potential installation date available on February 27th based upon installer availability.
If this date does work for you, please let me know either here through the Better Business ****** portal, over email, or by phone.
Kindest regards,
***************************
Customer Support Supervisor
**********************
********************************************* - Retail Division
Initial Complaint
07/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 26, 2022 of this year Pella installed a new front door and a new patio door. We purchased the items in December 2021, paid in full with a zero percent finance company.The installation of the front door had the following issues:Missing piece - which installer noted and no one followed up on Installed front door k*** crooked Front door k*** did not have a lock, which apparently was a salesman issue, I said I wanted same as I had and he did not make me aware that the new one would not have a lock The patio door did not have any issues at that time.Finally a repair person came out on May 17th and corrected the front door k*** and it is no longer crooked, noted that the piece was still missing for the front door and that the salesman should have helped pick out a door k*** with a lock. The repair person reported both issues to Pella, and no one made any effort to reach out to let me know they would work on the remaining two items. Last week June 27th and June 28th I called Pella to let them know the patio door lock stopped working and we are unable to lock the door. They say they are working to find someone to fix. Today July 6, one week later, they are still trying to set up an appointment, but I am still not able to lock the patio door nor as of this date do I have an appointment.At this point I would either like an exchange of both doors, with all missing pieces restored, or I would like a refund.Business response
07/18/2022
******************,
I apologize on behalf of Pella for the length of time regarding resolution surrounding your door handle situation. While COVID-19 still continues to cause challenges among both our sourcing of materials as well as our manufacturing, the level of communication regarding your order should still remain a key priority. The level of service given in your resolution is not the standard for which we strive.
As I understand, the remaining items surrounding both doors have been resolved during the service appointment on July 8th. Should there be any further items that arise, please reach out to our team at **************. A member of our project coordination would be more than happy to address these items moving forward.
I thank you for your patience and selecting Pella.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
********************************************* - Retail Division.
Initial Complaint
06/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After multiple cancellations and lack of communication on Pella's part, and wasting our personal time trying to coordinate and actually get someone from Pella to follow through with the scheduled appointment and promises, an installer was rushed out to our house last minute to install our patio door. Once that door was installed, it was full of scratches / nicks / blemishes at both the interior and exterior sides of the door panels and frame. The screen also barely slid in the track. Our installer left and said everything was satisfactory. We contacted Pella immediately because we were dissatisfied with the condition of delivery of our custom patio door. We requested a new door and explained that we were told when ordering we'd also have the retractable screen. Pella said they'd fix both of the issues. They ended up replacing 1 of the door panels. We just had our second service appointment which resulted in zero progress. Both times the service employees were not aware of what they were supposed to be there for and had zero communication about the retractable screen. At the second service appointment, we were told Pella doesn't even make retractable screens anymore. We were told on multiple occasions our door came with it, or the technician could install it, etc, feeling misled again. We also were told they'd at least touch up the door frame, Pella sent paint to our house, and the Pella service employee let me know its not even the correct paint, so nothing has been fixed besides the replacement of the 1 door panel. At this point we've been through at least 4 "scheduled" install appointments, 2 "service" appointments, and our door is still unsatisfactory. This is unacceptable and we want a solution that does not involve us wasting more of our time trying to communicate and coordinate with Pella for nothing to change.Business response
07/13/2022
**************,
On behalf of Pella, I would like to offer my deepest apologies for your experience surrounding your installation. While I cannot speak to causes for the errors in both scheduling product, I can assure you, we will work to ensure your complete satisfaction with your order.
In viewing the photos provided, all areas of concern involve the quality of finish on the unit. I would like to schedule one final appointment in which one of our finish work technicians comes out and addresses each of the areas. Each area would be verified as satisfactory prior to the conclusion of the appointment. If there would be any other items you would also wish to be addressed, they would be more than happy to do so so at that time; simply provide the remaining items in a reply to this message so our team can ensure the correct materials area sent to do so. A member of our local team will be reaching out in the next few business days to coordinate a date that works best for you.
I would like to thank you for your patience and understanding as our team at Pella works to bring you the best satisfaction with your door.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
********************************************* - Retail Division
Customer response
07/15/2022
Complaint: 17496105
I am rejecting this response because:This does not also address the screen issue. We were told we'd get the retractable screen with the Lifestyle Series Patio Door. I am attaching the product info included on your website as of 7/15/22 that states this door comes with a retractable screen (see areas highlighted in yellow). We do not have a retractable screen with our door and we request the retractable screen be installed or a discount in lieu of receiving one.
Sincerely,
***********************Business response
07/28/2022
**************,
Unfortunately, the only images attached to this event ID are the photos you provided in your initial message. If you would be so kind as to respond with the screenshot again, I would be more than happy to look into this further.
I have attached a portion of our website that states the retractable screens are available only on Architect and Reserve series doors as well as a copy of the contract stating a Lifestyle series door was purchased.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & Door
Northern Illinois - Retail Division
Customer response
07/28/2022
Complaint: 17496105
I am rejecting this response because: Attached the website product information again for Wood Lifestyle Series Door per 7/15/22.
Sincerely,
***********************Business response
08/07/2022
**************,
It appears the BBB portal is not allowing the attached photo to be sent through again. As you are able, please forward the image to the email address **************************************. Upon receipt, the information will be reviewed with the appropriate member of our leadership team.
Kindest regards,
***************************
Customer Support Supervisor
**********************
********************************************* - Retail Division
Initial Complaint
06/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contracted with Pella in July of 2021 for home replacement windows, with an installation date no later than November 2021. The installation occurred in January of 2022. At that time, sixteen sashes that were installed were not energy star rated for the northern Illinois region, but rated for southern Illinois. Our home is in northern Illinois. Also, all of the windows did not match the color of the existing Pella window, which Pella still had available. A rectification agreement was entered into with Pella on 3-25-2022 to replace the non-compliant energy star sashes and replace the entire existing window to match the new color. Today, on 6-27-2022 the replacement sashes were to be installed and again another mistake by Pella was discovered. All of the new sashes that are energy star rated for the northern Illinois region did not match the depth nor the width of the stationary sashes. It will now be over one year to finish this project with having to order again another set of sashes to match the new energy star sashes and the two operating sashes that did not arrive for installation today.Business response
07/01/2022
************************,
On behalf of Pella, I would like to thank you for your patience as we work to provide you with the appropriate Energy Star rated sashes for your units. In speaking with our order fulfillment team, the remaining two operating sashes have been received and they would like to schedule a time to complete the installations of those sashes. A member of the order fulfillment team will be reaching out to schedule in the next few business days.
In your previous statement you mentioned more sashes beyond the two remaining operating sashes that were the incorrect depth. So that we can more efficiently work toward a solution to this, would you be able to provide the location of these units?
Thank you again for your patience and I look forward to hearing from you in the future.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
********************************************* - Retail Division
Customer response
07/05/2022
Complaint: 17488808
I am rejecting this response because: The sashes with the incorrect depth remain as indicated below:3 widows in the center bay window in the Living room are the incorrect thickness ( side sashes were replaced)
1 center window in the dining room center window (side sashes were replaced)
1 center window in Master bedroom (side sashes were replaced)
1 center window in ***** bedroom (side sashes were replaced)
2 center windows in *****'s bedroom (side sashes were replaced)
2 windows in the Garage are the incorrect thickness.
This is very apparent from the outside and especially on windows that are adjacent to one another and have different thickness.
Please call if any further questions.
*****************************
Sincerely,
***********************************Business response
07/28/2022
************************,
Attached is a copy of the agreement mentioned in your previous statement. As noted and signed for, the replacement sashes would only be for sashes that did not meet Energy Star Certification standards.
I have also included a copy of the original order which contains the **Factor listings for all sashes on all of the original units. The portions highlighted in this copy are the sashes that were not replaced and which you mentioned in your rejection. As they already met the u-factor requirements needed to achieve Energy Star Certification (see attached); these were not replaced.
Per the agreement entered in March surrounding providing Energy Star Compliant windows, all requirements have been fulfilled by Pella.
Kindest regards,
***************************
Customer Support Supervisor
********************************************* & **********************
********************************************* - Retail Division
Customer response
07/28/2022
Complaint: 17488808
I am rejecting this response because: As I have stated in my previous email the windows that were replaced do not match the existing windows. The replacement sashes are of a different thickness than the existing windows. On the outside the windows look completely different and the tint in the windows is different and does not give the same visible transmittance rating. This also affects the look and performance of the window both interior to the home as well as outside. We paid a lot of money to have windows that look the same and that are uniform in their Visible transmittance. We are dissatisfied and appalled that absolutely no one from Pella has come out and inspected these windows to visually see for themselves. I have sent pictures of the windows to Pella and never gotten a response to my complaint. The individual who responded to this complaint, ******************************* Customer Support Supervisor, has never even bothered to call me with respect to these issues. That someone who has a title of Customer Support Supervisor would not even bother to call a customer with a complaint shows the completely cavalier attitude we have gotten from Pella. Where is the customer support? ********************** needs to respond to this complaint and remedy the windows forthwith. It has been over a year since we ordered the windows and they are not correct.
Sincerely,
***********************************Business response
08/07/2022
************************,
Upon further review of your case with our leadership team, it has been determined that the remaining fixed sashes that were not replaced will be exchanged with sashes of matching depths to bring the look of consistency to your units. An order has been placed for these replacement sashes and an ETA is still pending; however, a member of our team will be reaching out once an ETA has been provided from manufacturing so as to setup a service appointment.
Kindest Regards,
***************************
Customer Support Supervisor
********************************************* & **********************
Northern Illinois - Retail Division
Customer response
08/08/2022
Complaint: 17488808
I am rejecting this response because: While I'm cautiously optimistic with the response by Mr. ********** I remain uncertain as to when or if the correct sashes have been ordered. I have not been given a copy of the order. No one from Pella,including ********************** Customer Support Supervisor has spoken to me as to what sashes in what windows need replacement. If an order has been placed it would only seem fair to copy me on what exactly has been ordered and someone should have called me with respect to this matter. Pella's track record on this project has been abysmal to say the least and I'm very circumspect of this Company being able to procure the correct sashes of the correct color and matching visual transmittance. It has been over a year since the initial order went in and the have made numerous mistakes at each and every step of the process and remediation efforts. I therefore reject Pella's response and ask that the complaint remain in place at this time. I would need to speak to a Pella representative and have a copy of the new sash order and verify that the correct windows have been ordered and a tentative installation date. Even if these conditions are met I will not accept their response until all matching windows are installed and I'm satisfied. Given Pella's history of complete malfeasance on this installation project I feel that I'm completely justified in rejecting their response at this time without proper paper work, a follow up phone conversation or an estimated time of final and vastly overdue installation.Sincerely,
***********************************Business response
08/30/2022
************************,
Please find the attached copy of the order for the replacement sashes. As noted and agreed upon in the original reorder of sashes, only the venting or operating sashes were reordered so as to meet Energy Star rating. As such, all fixed sashes were reordered. Based upon the current timeline, our service team has an expected arrival of the sashes late October. As they receive a more concrete date from production, that team will be reaching out to schedule an appointment to conduct the replacement.
Thank you again for your patience while we bring this matter to satisfactory resolution.
Kindest regards,
***************************
Customer Service Supervisor
********************************************* & **********************
********************************************* - Retail Division
Customer response
08/31/2022
Complaint: 17488808
I am rejecting this response because: I am suspect of Pella's ability to order the correct windows and deliver the correct product. While I'm somewhat optimistic about this order I again remain circumspect of Pella's ability to deliver the correct product. Until the correct product is installed I respectfully request this complaint remain open.
Sincerely,
***********************************
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Customer Complaints Summary
51 total complaints in the last 3 years.
8 complaints closed in the last 12 months.