ComplaintsforPella Replacement Windows & Doors of Chicago

• Initial Complaint

  01/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered windows 5/1/21, was told it would be 6-8 weeks and they would be in and we would be contacted for install. I made multiple calls starting in august. I was told product delays etc. and I was told Id be contacted when they came in. My windows finally arrived in mid September and I found out because I continued calling, I was told they have been sitting here a little over two weeks but no one called to schedule install. Install finally happened in early October but all of the inside trim for one window wasnt there. I was told someone would contact me in a few days about finishing the install, again no one called, I have to make phone calls continuously. Here we are 3 months later from install and Ive left multiple messages and no one calls back. Its quite upsetting that I spent thousands of dollars and no one can be bothered to return a phone call or answer when I call and tell me where and when this is going to be finished.

  

  Business response

  01/11/2022

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

  On behalf of Pella, I apologize for the delays and frustration you have experienced.  We will receive your new trim early February and anticipate the 2nd of February to finish your project.  A team member will be reaching out in 24 to 48 hours to review next steps and set-up an appointment.

   

  Kind regards,

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

  Operations Manager of NIR.

  Customer response

  01/13/2022

   
  Complaint: 16425351
  
  I am rejecting this response because:
  I was told I would get a phone call in 3-5 days, its been 7 business days now with no call back. That answer does not add up, you expect it early February and are saying you think you will finish my project on February second, 2 days into February. I guess well see
  Sincerely,
  
  *********************

  

  Business response

  01/17/2022

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

  On behalf I apologize for the delay for Pella Products, it is my understanding a Pella Team Member reached out with a new appointment date of 2/9.

   

  Kind Regards,

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

  Operations Manger of Northern Illinois Retail

• Initial Complaint

  12/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in September we ordered an entryway door for our home , the installation was to take place mid November. We received word that it would not be installed till December. Now we are told it wont be till mid February. We have contacted the sales rep we dealt with and advised him that we were done waiting and we wanted to cancel the order and have our money refunded which is ******** . Our rep emailed us stating that it was well past the contract and that it was not possible. We asked to be put in touch with a corporate representative but have been ignored. The door has not even been made at the factory so there loss is nothing, the only loss would be to the sales reps ***********

  

  Business response

  01/06/2022

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

  On behalf of Pella Products, I apologize for the frustration and delays you have experienced.  There have been several material shortages affecting many businesses across the supply chain.  In regard to your request for a refund, all the materials have arrived at the manufacturing facility and is scheduled to processed and assembled in the next couple of weeks.  Our team has informed you of a February installation and plan to meet this date.  We are looking forward to install your product and finish your project. 

   

  Kind Regards,

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

  Operations Manager of Northern Illinois Retail for Pella

  Customer response

  01/11/2022

   
  Complaint: 16415386
  
  I am rejecting this response because:Until I filed a complaint with the BBB I heard nothing of the supply chain shortage in your company. Now miraculously the materials have shown up to manufacture the door, I figure my hands are tied because I paid in full and am at the mercy of this company. Well sir never again, I will never do business with Pella again or pay any company in full again. And I will make it known to anyone that inquires to look elsewhere than Pella.  

  
  A dissatisfied customer 
  
  *********************

  

  Business response

  01/17/2022

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

  On behalf of Pella, I apologize for the delays as this is affecting many supply chains.  Our scheduled department called on January 4th and confirmed the scheduled for 2/18.  We look forward to installing your product.
  
  Kind Regards,

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

  Operations Manager of Northern Illinois Retail

  Customer response

  01/17/2022

   
  Complaint: 16415386
  
  I am rejecting this response because:
    Back in December when the install did not take place I sent a text message to your sales rep ***************** telling him we did not want to wait anymore and that we wanted a refund, I assume our request fell on deaf ears. I guess the profit of a nationwide company is more important than to comply to the request of a previous customer. You people persist in pushing the install to February. The door is not a custom job it is a standard size door 36x80. I guess since I paid in full Im screwed by this company and probably will have to wait it out. 
  
  
  
  *********************

  

  Business response

  02/14/2022

  *********************,
  On behalf of Pella, I apologize for the delays as this is affecting many supply chains.  While there are delays in the supply chain, there are many parts (Installation materials and parts to assembly) have been purchased to complete your order.  Our scheduled department called on January 4th and confirmed the scheduled for 2/18.  We look forward to installing your product.
  
  Kind Regards,
  *************************
  Operations Manager of Northern Illinois Retail

  Customer response

  02/15/2022

   
  Complaint: 16415386
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Months ago I requested my money back but Pella refuses to comply. We ordered this door in September, it is now February. You people insisted on a delivery and installation date of February 18 but just received a phone call stating the the install has moved to March 2. You people ****. I will never endorse your product or company. Pella will go on taking advantage of people but I will make sure I tell people of your deceptive practices.  
  

                                                                       Regrettably 

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

  

  Business response

  02/18/2022

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

  On behalf of Pella, I apologize for the delays in your installation and inconveniences from weather and supply chain issues.  We have confirmed an installation date of 3/14/22.  Thank-you for your cooperation.

  Kind Regards,

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

  Operations Manager

  Customer response

  02/22/2022

   
  Complaint: 16415386
  
  I am rejecting this response because:I requested a refund month ago but you people insist on ignoring that request. I guess the customer doesnt matter to this company. You give the customer some ******** about a savings if they pay in full but its actually a scheme to not offer a refund no matter what. As I said in my previous response I will never back a Pella product ever again.
  
  Sincerely,
  
  *********************

  Customer response

  03/14/2022

  [A default letter is provided here which indicates your acceptance of *********. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find your ********* services are necessary.

  Regards,

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

  

  Business response

  03/18/2022

  Better Business Bureau:
  
  I would like to reject the offer of Mediation for complaint ID ********.
  
  This decision is made in full knowledge that as an Accredited Business, my organization is required to uphold the BBB Code of Business Practices.[1]  The product has been installed and a phone call to the homeowner.  When asked if there were any other concerns of if they product met their quality standards.  The homeowner answered there were no other concerns and the product met their quality standards.
  
  Regards,
  
  *************************
  
  
  [1]As an Accredited Business, to be eligible and maintain BBB Accreditation, an organization is required to successfully undergo an approval process and uphold the BBB Code of Business Practices:
  
  6. Be Responsive
  
              Address marketplace disputes quickly, professionally, and in good faith
  
  An accredited business or organization agrees to (which states in part):
  
  B. Make a good faith effort to resolve disputes, which includes mediation if requested by BBB. Other dispute resolution options, including arbitration, may be recommended by BBB when other efforts to resolve a dispute have failed. BBB may consider a business willingness to participate in recommended dispute resolution options in determining compliance with these standards.
  
  
  

• Initial Complaint

  10/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ordered patio door 3/31/21 Pella promised install date week of 5/24/21. Actual install 8/31/21 but without screen. Pella has told me installer has screen. Still no resolution when *** get screen. Despite our repeated calls to customer service in ******** ** and the headquarters in Iowa. And when I leave messages they never call back! Paid for complete job on 3/31/21.

  

  Business response

  11/02/2021

  **********************:

  On behalf of Pella Products, I apologize for your frustration to finding a resolution with these concerns.  We sent a technician to resolve the missing screen and believe all items have been addressed.  If not, please contact our Service for any future concerns or questions with your product.  Thank-you for choosing Pella Products as your choice for Windows and Doors.

  Kind regards,

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

  Operations Manager for Northern Illinois

  Customer response

  11/29/2021

   
  Complaint: 16008669
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************

   

  Please accept my deepest apology for not responding on a more timely basis.  My wife and I had been out of town from 11/2/21 thru 11/8/21.

   

  This is to acknowledge that Pella Window and Door did finally install the screen door (basis for the complaint) on 10/28/21, nearly 2 months after the patio door was installed on 8/31/21 and 5 months after the promised installation (week of 5/24/21) when the contract was signed and purchase paid in full (3/31/21).

   

  The screen door installer noted that the rubber weather-stripping on the bottom of the door was bent (probably from packaging), causing the screen door to slide in a rough, jerking manner.  The installer stated that the weather-strip should straighten out on its own in a week or so, and if did not, to let him know.  Upon return from our trip on 11/8/21, we found that the weather-strip had straightened a bit and the screen door was sliding a little easier.  I communicated that to the installer on 11/9/21, and indicated that we would be contacting him if the problem with the weather-strip did not continue to resolve itself.

   

  The bottom-line is that the screen door situation is mostly resolved. 

   

  As an aside, we are not complainers.  We have never filed a complaint against a company before, although we have on occasion received shoddy products, workmanship, and service.   We repeatedly tried to resolve the delayed installation of the patio door and screen door directly with Pella, but they were non-responsive to the issue.   Our frustration with Pellas lack of communication and repeated failures to return our phone calls led us to filing the complaint with the BBC.   We are convinced that without BBCs intervention, we still would not have our screen door.  Thank you very much for your assistance.

   

  *** and **********************

     

   

  

  Business response

  12/15/2021

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

  There will be a technician out on 12/30 to address your service needs.  We apologize as this order was mixed in with a team member leaving the company.  If there are any other concerns you may have please feel free to reach out to my e-mail if there is not a response.  Looking forward to addressing your service needs and any future business.

  Kind regards,

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

  Operations Manager of Northern Illinois

  ********************************** - ************

  
  

  Customer response

  12/22/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold us product they don't have. They pushed back our installation for months! They did not have the correct materials to install after months of prep time. They have taken months to come back and finish the job. The job is still not complete and they have been costing me days of work and stress and anxiety for 6 months now!

  

  Business response

  10/07/2021

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

  On behalf of Pella, I apologize for the frustration and delays during the process of completing this project.  There have been many delays across the nation caused by supply chain issues: wood, aluminum, and chemicals to create and assemble the products needed for this order.  All orders are custom, made to order to meet the needs of each customer, no stock.  Upon our previous phone call, we discussed compensation of 10% of the order ($700 gift card) and finish the jamb extension.  On Friday October 1st, our Installation Field Specialist (***) arrived to finish the project.  After looking at the job, the *** reviewed the project and reported there were missing parts.  The *** reported there was frustration and did not allow any discussion, but rather demanded him to leave the residence declaring: I will not talk to anyone but ***************** and will expect another $700.  The *** discussed this with the Project Coordinator (**) and the ** proceeded to make a call to discuss this situation.  My understanding there was no resolution and when trying to find a solution the conversation was elevated by a raised voice with profanity towards the **.  Understanding the frustration, I left a voice mail to discuss this situation on Wednesday October 6th. 
  

  We are prepared to finish this project and have all parts to provide a successful completion.  All these parts were available on October 1st and could have been completed this same day if given the opportunity.  Pella will not be providing a full refund per the request.  However, will provide 10% compensation and completion of the trim / jamb extension. 
  

  We look forward to reviewing next steps of this project and a creative solution to the timing; possibly Saturday if you would like to call to discuss with ********************* (**): ************.
  

  Kind Regards,
  *************************
  Operations Manager
  ************

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had all the windows in my home replaced with Pella windows. There were 2 installation dates, the first was in April 2021 and the second was in June 2021. After both installations by Pella, there were some windows not functioning properly, screens were ripped, and a few windows had blue spots in the paint. I was told by the installers both times that they would report these and order replacements. I have called Pella several times to get an update on the replacement products and every time I call, the person tells me the project coordinator needs to call me back. I have yet to get a returned phone call from the project manager over the last 4 months. I finally sent an email to the *** of Pella last week asking him for help and haven't heard anything back. I have not received a quality product from Pella and their customer service is lacking. Each phone call I have made is to just get confirmation of my project and next steps. I want my job finished and a returned phone call.

  

  Business response

  09/27/2021

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

  On behalf of Pella, I would like to apologize for the difficulties when it comes to final completion on your project with us. As you may be aware, there has been a larger than normal demand in the construction market. This coupled with low supply of raw materials has put a large demand on our manufacturing and order fulfillment process. With this large backlog of orders, our team is fielding a larger than typical number of requests which has pushed out our typical times for order resolution. I thank you for your patience as we continue to navigate these unusual circumstances and strive to improve upon our processes.

  Regarding your orders with us, I understand we have an installation technician scheduled to come out and address the issues regarding the blue marks on your units on October 13th in the afternoon. It also appears that there is a request for an appointment with our service department to address the remainder of the issues. As I understand, a member of our Project Coordination team has also been in contact with you regarding these next steps.

  Again, I appreciate your patience as our team works to complete your order to complete satisfaction. Should you have any further concerns, please let me know and I would be more than happy to address them.

  Kindest Regards,

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

  Operations Manager

  Pella Windows & Doors - Northern Illinois Retail

• Initial Complaint

  09/05/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is the letter that I sent the sales manager.Hi *****,We were shocked to see a letter from your finance manager trying to lien our house for an unpaid ****.First, Pella has never formally apologized or made necessary amendments to the emotional distress and tragedy you caused our family by letting my cat out of the house without our knowledge that resulted in her fatally getting hit by a car. Second, despite COVID, non of your installers were wearing masks or taking any precautions for the family members which was shocking.Third, despite all the remaining items that need to be addressed, which you stated that you were going to send representative out to formally go through, you never actioned this.We were shocked and abhorred to receive a lien letter from Pella.If not, I will take it that this is the route that Pella intend to proceed and we will be forced to take necessary action.

  

  Business response

  09/17/2021

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

  Let me begin by expressing my sincerest apologies for the experiences related to your installation. While it is our request to have all pets contained during time of installation, our installers are trained to be mindful of opportunities that could allow for issues or accidents to occur. They are also instructed to be masked at all times inside the home during installation; I can assure that action is being taken with the installation crew about failure to follow protocol.

  In regards to the lien placed on the project, I would like to propose a solution to have it removed. Understanding that there is still some service work that needs to be completed on your order, I would like to request payment be made down to a remaining balance of $1,900.00. This balance would not be collected until the work remaining on your order is completed; however, it would also be a large enough sum on the outstanding balance due to remove the lien on the project.

  A member of our Project Coordination team will be reaching out to discuss resolution further on your order.

  Again, I apologize for the experience thus far and look forward to coming to a resolution with you.

  Kindest regards,

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

  Operations Manager

  Pella Windows & Doors

  Northern Illinois - Retail Division

  Customer response

  09/22/2021

   
  Complaint: 15837111
  
  I am rejecting this response because: I am not required to pay for the second installment until the work is complete.  There are 2 french window panels (significant part of the invoice) that are being replaced due to scratches and a door lock that got busted during the installation.  I have spoken to ********************* at Pella, who stated that the financing department filed the lien due to Pella's internal mis-communication(a staff that overseeing my account moved onto different department and inadvertently filed my case as complete).  If I were to pay for the remaining balance, there is no guarantee that Pella will lift my lien in a way that it will not leave a record on my personal background.  I would expect Pella to resolve their internal communication issue on their end and not get the client(myself) involved to clean up their mistake.

  Second, an apology for the death of my pet cat has not been addressed properly.  Although I was told that the installation manager was going to follow up with the installers, I never heard back on their findings(over 4 months now) or the actions that Pella took to prevent this tragedy from happening again.  As I had told the sales person ***********************, the installers entered my home without my consent while I was securing my dog in the upstair bedroom.  When I came down to get my cat, there were 4 workmen who had entered my home without my consent and had let my cat out.  I had looked for my cat for the first hour, but assumed that she went into hiding due to the large commotion and never thought the workers will let her out and not say anything to me.  A simple apology and to tell me that I should have secured my pets, when no protocols were followed on Pella's end is unacceptable to me.  Also, if the workers were required to wear masks for the concern of their client's health, what actions were taken by Pella to ensure that this is not happening.  

  Pella has been a horrible experience, since they refuse to take responsibility for their actions and make necessary amends for their clients.

  I will not be paying for the second installment until they have completed their work(ETA November 10th) and 'properly' expunge my lien records.  If not action is taken by Pella, I will passing through all legal fees to Pella to resolve the lien and the death of my cat.

   

   

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

  

  Business response

  10/13/2021

  Romi,

  On behalf of Pella, I would like to extend our deepest sympathies for the death of your cat. It is not our policy to enter a home unless invited in. I can assure you this item as well as the concern about the consistency of wearing masks has been heard and corrective action has been taken with the installation crew that performed the work on your home. 

  In regards to the lien, I understand the frustration associated. As I understand from your previous message and from our ******************* a date has been set to complete the remaining issues concerning your order. Per policy, we cannot remove the lien unless significant payment is made towards the outstanding balance. In reviewing the requirements for removal of the lien, I would like to revise my previous offer. If a payment of $15,200.05 were to be made leaving a remaining balance of $3,800.00 withheld, this would be enough to proceed with lifting the lien. We would also provide a notarized lien waiver a verification that the lien has been lifted. If you would like, we could arrange for an exchange to occur so that both the payment and the waiver delivery would occur at the same time. Our Installation Supervisor would also be the one to deliver the waiver so as to offer an apology for the issues with the installation crew in person.

  Please let us know if this solution is more agreeable and we can have the process started immediately. I thank you for patience and understanding as we work toward resolution on your installation.

  Kindest regards,

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

  Operations Manager

  Pella Windows & Doors
  

  Northern Illinois Retail Division

*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. ↩