ComplaintsforPella Replacement Windows & Doors of Chicago

• Initial Complaint

  06/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted Pella Windows to repair three windows in January 2022. Two of the windows have cracked panes and one drops down and does not stay up. They rescheduled the initial date to come out and gave me a new date of 6/20/22. waited 2 hours on the appointment date and no one called or came. I called Pella, who stated someone should have called me because they don't have the parts. She said the parts should come in 10/5/22, which is more than 10 months after my initial call. They scheduled a third appointment for 10/7/22 in case the part comes in. They have very poor customer service and could not be bothered to call me to let me know no one was coming.

  

  Business response

  06/29/2022

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

  On behalf of Pella, I would like to offer my sincerest apologies for your experience with our service team. Unfortunately, shifting manufacturing lead times and staffing availability have made scheduling appointments significantly more challenging than it has been in the past. Nevertheless, communication is key to making sure situations such as this do not occur. As you mentioned in your message, the service appointment to repair your units is scheduled for October based upon the soonest available. Should anything sooner become available, our team will be sure to reach out to move that appointment to a sooner date.

  Thank you again for your feedback and we look forward to continuing to serve your window and door needs.

  Kindest regards,

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

  Customer Support Supervisor

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

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

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order 2 windows and installation on 5/1/21. Windows were delayed, finally came in some time in September but I never received a phone call, I called to find out where they were and was told they have been sitting in the warehouse for a couple weeks. Install is scheduled for beginning of October. They dont have all of the trim for one of the windows. I was told they will get it ordered and installed asap. They have lost my window trim and had to reorder it 3 times now and still cannot get a phone call back as to whats going on, when its going to be installed, anything. I spent over 7 thousand dollars on this and my sons bedroom window has been unfinished for going on 8 months now. This is unacceptable, they havent followed through, theres always an excuse as to why its not done. At this point I want the job done but I also feel I deserve some money back

  

  Business response

  06/28/2022

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

  I would like to sincerely apologize for your installation experience with Pella. While we have faced challenges just like many other organizations in regards to material shortages and manufacturing delays, this quality of customer experience is by no means what we at Pella strive for. In looking over your order, it appears a date has been confirmed for a final appointment of August 16th to complete the outstanding installation items. I can assure you, we have two of our most tenured and experienced technicians coming out to complete the remaining trim work as well as address any other concerns that *** need addressing.

  Regarding compensation for the delays, it is not typical Pella policy to give out monetary refunds on orders; however, given the extended delays as well as the rescheduled appointments, I would like to offer you a credit back to the financing account associated with the order. Once the final installation is completed, I ask that you and I speak to review your installation experience so as to not only discuss what a fair sum would be but also as a moment to hear more your experiences with Pella and take those as an opportunity for growth and feedback to improve our service going forward.

  I thank you for your patience and look forward to speaking again in the near future.

  Kindest regards,

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

  Customer Support Supervisor

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

• Initial Complaint

  04/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I ordered a french door from Pella Window and Door Showroom of Rockford in September 12, 2021. We were told the door would be delivered early December 2021. After the delivery date line was missed we made several attempts to obtain an ETA to no availability. None of my husband's calls were returned. On February 1, 2022 I sent an email to *************************************** A few days after my email I received a call from ***************** who is the Greater Chicago *********************** manager. *********** worked in our order and he was able to get our door delivered late February. On the date of installation we found out that the door had been measured incorrectly. We contacted ************ and he sent a second person to re-measure the door. Our new delivery date was set for April 14, 2022. On the date of the second installation when the door was unpacked the installers noticed that the door was damaged. We called ************ and the scheduler right away and up until today April 26, 2022 we have not received a call back from anyone on Pella. This is unacceptable and beyond professional. We have been more than understanding with long ETAs due to component shortages. I am starting to believe that Pella discriminates and DOES NOT care about small customers. We have been making payments since December 2021 for a door that we don't have.

  

  Business response

  05/10/2022

  Mr. and *****************,

  On behalf of Pella Windows and Doors, I apologize for the poor experience and delays causing frustration with your installation.  The managing PC has sent an e-mail to discuss next steps.  Her direct line is ************.

  - Product to start in production on May 12th

  - 3 to 4 weeks of backlog

  - Schedule installation once we receive the product in about 4 - 6 weeks.

   

  Kind Regards,

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

  Operations Manager for Northern Illinois

  Customer response

  05/10/2022

   
  Complaint: 17112651
  
  I am rejecting this response because after leaving several voice messages we have not received a call back from Pella in order to obtain any updates or status on the *** for the damaged ****************************,
  
  *********************

  

  Business response

  05/19/2022

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

  On behalf of Pella, I apologize for the experience and frustration through this process.  It is my understanding a project coordinator has called and walked through the next steps to address your concerns.

  Kind Regards,

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

  Operations Manager of Northern Illinois

  Customer response

  05/23/2022

   
  Complaint: 17112651
  
  I am rejecting this response because:

  My husband received a call and was given an installation date of  June 6, 2022. Considering all previous failed installation attempts I will leave this case open until the door is installed and the price difference on the door is addressed. It is also my understanding that Pella will secure a new village permit to install the door since the one we previously had has already expired. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Summer 2021, we contacted Pella for a quote to replace an entry door in our home. We decided to proceed and was tentatively scheduled for installation October 2021, we got a text in August saying it would be pushed back to November, but that we would be contacted two weeks prior to set up this date. This did not happen until we called. Fast forward- door installed week off thanksgiving. Couple weeks later we noticed gaps in the weatherstripping and condensation in the inside of door. We sent pictures to our contact with no response until said we would put a stop pay on our payment. Fast forward to more recent, this door is now having ice form on the inside of the door causing it to freeze shut. Door is now warped as well as the threshold damaged due to icing. Pella has been contacted with little response on their part. Numerous unreturned phone calls have been made to pella. A service call is scheduled on 01/18/2022 to "adjust the hinges", but at this point the damage is already done. The door is not what was advertised to us, nor what we paid for. At this point we want 1. Money back for poor product 2. Door and and all surrounding molding, hardware, etc replaced at Pellas expense and 3. A call from a supervisor from pella as has been requested three times already without success. Photos can be supplied as needed as this is an ongoing documentation process. Contract can also be supplied as needed. Order # ***EHA63T. Total cost of door paid to Pella was $3467.91.

  

  Business response

  04/27/2022

  ***** and *******************************,

  We have reached out by phone and e-mail to resolve and concerns you may have with the product or installation on Monday 4/25 and 4/27.  If there any other concerns we can help with, please call ************. 

   

  Kind Regards,

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

  Operations Manager of Northern Illinois

   

  Customer response

  04/27/2022

   
  Complaint: 17025338
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** And ***************************.

  The issue is still not resolved. The new door still has gaps in it, lots of condensation, same as the original door. We have reached out to the installer/ manufacturer, whoever Pella referred us to and sent pictures without resolution. I am over this. I want my money back for all the aggravation we have gone through so we can get a new door installed that actually fits and does what a door is supposed to do. This is a poor product with even worse customer service. We were offered $500 to take care of this. This is completely unacceptable. We were assured this door would not give us any issues and thats all we have had. We were lied to and deceived into buying this door.

  

  Business response

  05/05/2022

  ***** and *******************************,

  We apologize for the misunderstanding.  On behalf of Pella, I would like to offer a new door and trim.  However, we are struggling to communicate through phone and e-mail.  If you would respond to the e-mail *********************** sent on 5.4.22, we will coordinate next steps to pick product, purchase, and formalize all items to set-up a new installation. 

  5.4.22 Email:Good Morning ***** and ********,
  
  I know we had offered you $500.00 in compensation which you found unacceptable.  Since you are still not satisfied with your door, we can order you a whole new entry door and replace all the trim as well at no extra cost to you.   Please let me know if you would like us to proceed with ordering you a new Entry Door. 
  
  Thank you,
  
  ***********************
  Project Coordinator
  ***********
  Good Morning ***** and ********,
  
  Kind Regards,

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

  Operations Manager Northern Illinois

  
  

  Customer response

  05/10/2022

   
  Complaint: 17025338
  
  I am rejecting this response because:
  We dont want this product in our house. We are two doors in with the same result. This is not what was promised to us when we ordered the door initially. We are replacing the door with another product. No one should ever have to go through what we have gone through to get a resolution. We will not accept anything short of a full refund, as we do not want and inferior product in our house. Pella can come pick up this door and issue a full refund so we can get a new door and framing put in that will not cause us the headache this whole process has brought us.
  Sincerely,
  
  ***** And ***************************

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for new windows and doors with Pella back on July 13, 2021. I paid over $31,000 in full at that time. The windows were scheduled to be installed on Nov 18, 2021. I hired a professional to remove my custom window coverings in preparation. The Pella certified installation crew arrived and started to work on the 12 windows first. Within minutes they determined that all the windows had been incorrectly measured by the Pella representative and could not be installed and needed to be reordered. I know mistakes can happen and believed Pella would make things right. They installed the 3 doors, upon which one was left scratched and another unfinished, none with matching keys as promised. I waited a over a week and no follow-up from Pella. Upon which I emailed my account manager and sales ******** response from either. Finally, after daily email and phone attempts I was told things would get resolved but again, no follow-up and no response from anyone. After weeks of pure frustration at the lack of response and service, a manager said he would take over the account and communication going forward. A new install date was scheduled for Feb 3, 2022, but subsequently canceled due to lack of confirmation from Pella due to a pending storm. Not wanting any weather concerns to arise, I scheduled the install out 2 months to April 7, 2021. Fast forward and again no confirmation, no communication, from any one leading up to the install date. The project has been paid in full from July 2021, and 9 months later I only have 3 incomplete doors to show for it. Zero response from Pella. I've also have not received any accommodation or re-imbursement for the window covering removal that was wasted when the windows never got installed. This has been hands down the worst service I've ever received from a business.

  

  Business response

  04/06/2022

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

  ***************** has been in contact with you and we have an installation happening on 4/7.  We have agreed upon the installer looking out for the installation in the restroom and taking down the window treatments.  We apologize for the delays and frustration the supply chain is causing.

   

  Kind Regards,

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

  Operations Manager of Northern Illinois

  Customer response

  04/06/2022

   
  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,
  
  *********************

  Customer response

  07/05/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  This a request to re-open complaint #********.  The business finally installed the window portion 5 months after the original installation on 11/18/21.  However, they never addressed

  1.  The 3 defective door locks that were to be keyed alike

  2.  Repair the new front door that was scratched during installation.

  3.  Provide reimbursement as promised for the out of pocket expenses to have window shades removed and re-installed after they miss-ordered all the windows incorrectly.

  4.  During the 4/7/22 window installation, they installed a new window with broken glass and a torn screen and have not replaced. (Pic)

  5.  During the 4/7/22 window installation, they also scratched and chipped several of the new windows. (Pic)

  
  

  As I mentioned earlier they still fail to have management contact me directly to address any of the previously mentioned concerns. This has been the worst business experience I have ever experienced

  
  

  
  

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

  

  Business response

  07/14/2022

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

  I can assure you all items listed in your previous response will be addressed during your next appointment. In additional to our technicians, one of our installation supervisors will also be on site for this appointment to discuss any and all concerns regarding your Pella installation. A member of our team will reach out to schedule a time that works best for you.

  Regarding the compensation mentioned in your response, I do not see any documentation on file concerning the amount for removal and reinstallation of your window treatments. Nevertheless, if you could provide the cost incurred for doing so - preferably in the form of an invoice or quote - I would be more than happy to have this processed immediately.

  Thank you again for your patience and understanding as we work to complete your order.

  Kindest regards,

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

  Customer Support Supervisor

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

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

  Customer response

  07/20/2022

   
  Complaint: 16988875
  
  I am rejecting this response because:

  No one at Pella management has contacted me directly to discuss my experience.  I will gladly provide all invoices (which were provided to ***************** prior to his departure) for the removal and installation window treatments once given a managers name and contact information.  My installation is scheduled for 7/22 and I will see if all the ongoing issues are resolved and a representative has contacted me directly.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our entry and screen doors need to be fixed and Pella is giving us the run around.

  

  Business response

  04/06/2022

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

  Pella apologizes for the delays and frustrations, there is a voicemail with a potential date to resolved this issue.  Please call back to schedule your appointment.

   

  Kind Regards,

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

  Operations Manager of Northern Illinois

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last summer we ordered Pella windows for our home. We have 1 Pella window that we wanted matched in color. We wanted energy star windows rated for the Chicago land area. 10 of the 14 windows that were installed in January 2022 are rated for the southern zone and not for Chicago. The color doesn't match and the screens are missing. Energy star match for the correct climate region is Pella and Energy stars' standard. That wasn't followed. There are additional windows that have yet to be installed and I was told by Pella there are some not rated for this area as well. We want the correct energy star windows installed that match the color of the existing window,screens Put in and the miter wood joint flaws corrected that have been pointed out. Pella incident number #******-000299 and #******-000731

  

  Business response

  03/14/2022

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

  On behalf of Pella Windows and Doors, I apologize for the inconvenience and frustration this situation has caused you.  Given the time sensitive manner of the response, I am going to respond with an update per the ending conversation on the phone (3/11) Friday.  I will be working with the leadership team to find a resolution to meet Energy Code and an acceptable solution to matching all windows with either Fossil or Putty.  The response to this will be no later than Wednesday (3/16) afternoon.  Thank-you for your business.

   

  Kind regards,

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

  Operations Manager of Northern Illinois

  Customer response

  03/17/2022

   
  Complaint: 16861220
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Customer response

  03/23/2022

  I have had discussions with Pella regarding remediation efforts with respect to this complaint. They still have not put these changes in a written agreement that can be signed by both parties and agreed upon. In addition, the case needs to be left open until all changes that are agreed upon are fully and completely installed per the agreements and the proper Energy Star standards for this region.

  I therefore ask that this complaint remain open until all of the aforementioned has been completed and I as a customer am fully and completely satisfied with the installation.   Thanks    *****************************

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  

  Business response

  03/31/2022

  *******,

  Per our conversations, Pella Window and Doors supplied all your desired requests.

   

  Kind Regards,

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

  Operations Manager for Northern Illinois

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In late june 2021, I ordered windows and doors from Pella. I was very explicit that one key requirement was i have keyless entry. When they came to install my windows and doors on 11/2 the front entry door they had me order was not in fact able to use a keyless entry door lock. Between 11/3 and 12/21 I reached out multiple times to my sales person, her supervisor, Pella customer service. Trying to find out if/when my door would be replaced with the correct one. For the most part no one returned my messages. If I got ahold of someone they needed to talk to someone who would call me back but never did. Finally on 12/21/21 I got a vague email from Pella that I had an install date of 1/20/22. It had no details and didn't confirm this was for my door. I'm also missing a window handle from the initial install on 11/2 so wasn't sure if that was for this or the door. On 1/20/22 no one showed up. I called. No one could tell me what happened. After a couple of calls I got an email for 1/30/22. After the install the door wasn't closing properly. After multiple calls someone came out on 2/10/22 and told me the door needs to be reinstalled. I have reached out multiple times to find out when that will happen. No response. Also on 2/9/22 I got an email that they were getting ready to order the window handle that has been missing since 11/2/21. No indication on when that will get here. I spent a lot of money. I would like all the handles for my windows and I'd like my door to close properly. I'm tired. I have spent so much energy trying to get anyone at Pella to help. They refuse to return phones calls, they don't return emails. I cant ever seem to get anyone to give me any information. I have to wait for the vague generic emails with a date to show up. This has likely been the single worst decision of my life. This whole experience has been horrible. I'm hoping that making this complaint can spur someone there to actually respond to me and help me complete this project

  

  Business response

  02/24/2022

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

  On behalf of Pella, I apologize for the lack of communication and delays.  ********** scheduled the appointment for March 11th to resolve the concerns with your install.  Thank-you for patience.

   

  Kind Regards,

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

  Operations Manager of Northern Illinois

  Customer response

  03/02/2022

   
  Complaint: 16795407
  
  I am rejecting this response because: they still have not fixed my door or installed the window handle. They have scheduled an appointment for 3/11. I'm certainly not going to accept this as resolved until that has actually happened. They have already blown off one scheduled appointment. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid in full up front ($127,000 total. $27,000 at contract signing and $100,000 through their financing, run by Green ***** The windows were supposed to be installed in mid-December and someone was supposed to reach out a week or two before delivery. No one contacted us by mid-December, no one reached out to say there were delays. Complete silence. We couldn't get anyone on the phone or get a straight answer. We reached out to our sales person to complain and were told late March. This after no information saying there would be any delays at all in the intervening months since we'd signed the contract. We said we wanted to cancel since they were now saying late March, nearly 6 months later, when we were initially told 8 weeks. We could have started over with someone new in mid-December and still gotten windows in before that time. We confirmed this window availability with other companies but Pella told us we were not allowed to cancel. They offered a split installation where we'd get windows in February (still an additional two months from what they quoted) and they'd return in March to do just the screens. We were willing to go along with that because they made it clear they wouldn't voluntarily let us out of our agreement.One of the big reasons we went with Pella was because we own an old home and they said they would test for lead and control the lead dust. When the partial installation day arrived, they put up some plastic, but not for the entire time and they left dust and debris visible on the floors. Sections of the inside frame were incomplete. They installed mismatched windows (white with ***** trim) in contradiction of the contract, installed broken hardware, and various other deficiencies detailed in the attached with some photos. We are extremely upset about this, plus we keep getting statements about the interest that is accruing with the financing they set us up with, which is all the more frustrating because we don't have functioning windows.

  

  Business response

  02/22/2022

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

  On behalf of Pella Windows and Doors, I apologize for the delays and confusion with your order.  Our team is making last minute arrangements with your order and will be reaching out before the end of the week to schedule the rest of your installation.  If there are any other concerns, please contact your managing PC (*******) at ***********************************. 

  Kind regards,

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

  Operations Manager of Northern Illinois

   

  Customer response

  03/11/2022

   
  Complaint: 16766426
  
  I am rejecting this response because:
  

  From: ************************* <***********************>
  Sent: Wednesday, March 9, 2022 5:04 PM
  To: Customer Relations <********************************************************************************************************************>
  Subject: Re: ID # ********- ******************************************************************** & Doors of Chicago

   

  Hi, 

   

  Please re-open this case, ID #16766426.  I reject the business' response because there still has not been clear confirmation that all of the repairs will be made.  

   

  They previously promised to do a full installation without screens in February and bring the screens in March.  Then, after we filed a complaint with the BBB b/c so many things were broken, missing, defective, they said they will fix everything in March.  Today they called to schedule fixing the defective closing rails on the windows but not until April.  The person who called said they couldn't address any other many problems with the install besides the defective closing rails.  This also means that all of the windows they installed on the first floor will be inoperable for two months.

   

  We want a commitment for the timeline to fix ALL issues and a partial refund that reflects the fact that we're dealing with inoperative windows plus all of the problems with installation and failure to properly control lead dust at the February installation date.  Even the promise, post BBB complaint, to fix things in March was not accompanied by any Pella representative coming out to assess what materials are needed to make adequate repairs to trim etc so that they arrive with all necessary materials.  Last time the installers just told us they "only had what was on the truck" and just "ran out" of things.  We don't want this to be dragged on for months without concrete information.

   

  Thank you,

   

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

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

  

  Business response

  03/14/2022

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

   

  On behalf of Pella Windows and Doors, I apologize for the frustration and inconvenience this experience and cause you and your family.  As a recap of our conversation on Friday (3/11) afternoon, all installation will be completed on 3/23.  This includes: trim repairs, caulking, missing windows, and screens.  The last repairs for service in regard to hardware will be determined by EOB Monday (3/14).  Thank-you for your business and patience.

   

  Kind regards,

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

  Operations Manger of Northern Illinois

  Customer response

  03/24/2022

   
  Complaint: 16766426
  
  I am rejecting this response because: they still didn't fix everything. They came out 3/23 saying they were going to fix everything (except a window that broke somehow and needs 30 days to replace) but then left in the afternoon and said they'd have to come back the next day (3/24) to finish. Came back today but didn't come ready to fix everything. There is trim still missing where they 'ran out'. Some new trim was partially installed but left hanging out of the wall. Scratches remain where they installed damaged trim at prior install. Instead of replacing damaged trim, for some trim they tried to color it in and the color doesn't match. We don't want damaged trim colored in. Still missing framing on one window installed on 3/23. We are beyond exasperated.
  
  Sincerely,
  
  *************************

  

  Business response

  04/01/2022

  Mr. and *****************,

  We continue to apologize for the experience and delays of this project.  As per our conversation on the phone:

  - Start at 8 AM

  - Two Day installation on May 6th and 7th

  - Supply 3 Pella Team Members to fix errors, missing items, and install last window.

  Kind Regards,

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

  Operations Manager of Northern Illinois

  Customer response

  04/04/2022

   
  Complaint: 16766426
  
  I am rejecting this response because I am waiting to see if the work actually gets fixed this time. Thanks. :
  
  Sincerely,
  
  *************************

  Customer response

  05/26/2022

   
  Complaint: 16766426
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

   

  To:********************************************************************************************************************

  Hi,  
  

  Please re-open our complaint.  After our last install was cancelled we rescheduled to last Friday 5/20.  I couldn't get a hold of anyone to find out the arrival time, no one responded to my calls.  The crew arrived later than the previous installs, so we weren't sure they were coming, but they did show up.  They almost completed the installation but they didn't include screens for the new window.  We have been trying to reach someone for days now, on top of not being able to reach anyone last Thursday or Friday to find out the arrival time for the 5/20 installation.  I'm not sure how to get someone to bring the screens, and further, we discussed a discount, which my Pella contact referred to in previous responses to the BBB, but no one has returned my calls to finalize the discount either.  After calling multiple times, including different phone numbers, I discovered from my prior Pella contact that he is no longer working for Pella, so I no longer have any proper contact information to obtain the screens and finalize my discount.  I really want to finally resolve this, please help.

  
  

  Desired resolution: screens so I can use my window and a partial refund as discussed.

  
  

  Sincerely, 

  
  

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

  

  Business response

  05/31/2022

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

  
  In Pat's absence, I will be handling your case moving forward with Pella. I was unable to reach you this morning to discuss next steps as well as conclusion on your order and left a voicemail with my contact information. Feel free to reply to this message through the BBB portal with a good time to discuss and I can give you a call You are also welcome to reach out as you are able at my direct line - **************. 

  I look forward to hearing from you soon.

  Kindest regards,

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

  Customer Support Supervisor

  Customer response

  06/06/2022

   
  Complaint: 16766426
  
  I am rejecting this response because: Pella wanted to reduce our verbally agreed upon resolution into writing, but the writing was inaccurate and hasn't been updated yet.  If they follow through with the agreement, we can close this, but right now I don't have a resolution.
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered windows, patio door, and entry door in May 2021. The lying salesman gave me an exact install date and time. This date was on a Sunday, which we thought was very strange. He assured that was the date. He also instructed us to call our security company so they can reattach all the sensors to the windows. We also removed all our window treatments. Our installation date came and went with zero contact from Pella. We had to **** them down just to find out our day is switched to Aug. We are sitting here with an exposed home with no window treatments or security system. The only thing they can provide me with is I'm sorry. I gave them $17668.08 After reading the reviews I have little hope that the items will arrive in August. Beginning of August I received a message from pella saying there's a production delay and my new estimated install date is August 22nd. Also I will hear from someone 2 weeks prior for an exact install time. Finally received an install date. It was Sept. 14th. The guys showed up as promised and only installed my patio door without a screen. Claimed the screen was the wrong size. Also claimed he didn't have any trim for any of the windows or my front door so he couldn't install them. Also claimed his two guys were in a car accident on their way to my house so they didn't have any help. I called the office and they didn't know anything about any of this and also assured me that everything was loaded in the truck. I was told I would receive a call back but nobody called. So I'm sitting here looking stupid again. Blinds on the floor and alarm system not on. Finally received our front door and got it installed early Dec 2021. Screen came too and again it was the wrong size. They did offer to refund my money last month for the windows that hasn't been installed. I have yet to receive my money. I have emailed and called and have not received an update on the patio screen.

  

  Business response

  02/14/2022

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

  On behalf of Pella, I would like to apologize that your experience with Pella has not met expectations. Pella has faced numerous challenges as a result of the ******19 pandemic ranging from material shortages to insufficient workforce labor. Unfortunately, those that are affected most by these challenges are you.
  

  This being said, I would like to provide you with an update as to the remaining items on your order. The replacement screen for your patio door was reordered immediately upon learning it was manufactured the incorrect size. As I mentioned above, we are still facing delays in production resulting in an estimated arrival for the screen in early May.
  Regarding the refund for the remainder of the windows, the refund was processed alongside the reorder for the screen. Based on processing and delivery time, the check for the returned amount should arrive sometime within in the next 1 to 2 weeks.
  

  Again, I sincerely apologize for the experience you have had with Pella and appreciate the feedback provided.
  

  Kindest regards,
  *****************
  Operations Manager
  Pella Windows & Doors Northern Illinois

  Customer response

  02/15/2022

   
  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,
  
  ***********************

*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. ↩