ComplaintsforPella Products of Kansas City, Inc.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I signed a contract with Pella for a new entry door and storm door in February of 2022. They said that the estimated date for the door would be June of 2022 which was fine. It is now April of 2023. I still do not have my storm door. The entry door was installed in August of 2022 however, it is not plumbed correctly. They are aware of this and supposedly are going to fix it when they install the storm door. The storm door has not been installed yet because three times they have sent the wrong products. Every time they have to get a different product it's delayed which is where I'm at right now. I am still waiting on the correct extenders to put the storm door on. It was just pushed back again now till May 17th but that is not a definite date. The company also owes me $175 because the original storm door that I ordered did not fit my door opening. I had to go with a full glass storm door instead and they said they would give me $175 which I have not seen yet and it's been almost 3 months. This total project cost roughly $19,500 I only owe $4,000 on it now. They have continued to take money out every month even though I still do not have a door and not sure when I'll ever get it. I have to continue to let them take it out of my bank account or I will be charged the interest because I am on a deferred interest plan. All I want is for this door to get installed and this project to be completed correctly. Not only have I been in contact with the Kansas office but I have contacted customer service in Pella Iowa and also asked for a contact name of an executive at headquarters. CS answered me but only to say that she understands the problem is being worked on. The exc that I would think would be concerned with the way Pella is handling customer orders had his secretary reply with a generic letter of apology. I would be happy to forward those emails to you if you would like. This entire project has been a convoluted mess. It's like a comedy show with all their excuses!

  

  Business response

  04/25/2023

  *** **** ******* *** ** *********
  
  Dear Mr. *********
  
  Thank you for your recent correspondence.  We appreciate the opportunity to address Ms. ********* concerns.
  
  According to the information available in our Data Collection System, Mr. **** *********, the Lead Project Coordinator with Pella Products of Kansas City, Inc., has been in communication with Ms. ******* in an effort to resolve her concerns. Most recently, Mr. ********* sent Ms. ******* a text on April 24.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores.  The sale and service for Pella products in your area is provided by Pella Products of Kansas City, Inc. This location is responsible for addressing all sales, installation concerns generated by their team, and/or warranty related concerns for their customers. That said, we encourage Ms. ******* to continue working with the local team. They may be reached at ************ ** ********* ** *************
  
  Thank you for reviewing this information.
  
  ********** ***** ********* ******** ********** **** ********** ********** ***** ***********

  Customer response

  05/01/2023

   
  ********** ********
  
  I am rejecting this response because: issues were not addressed. This is just a generic response  from HQ to the Kansas City office
  
  Sincerely,
  **** *******

  

  Business response

  05/02/2023

  Pella of Kansas City has been in communication with this customer had an issue at the time of installation. We are Refunding her the amount of 175.00 and we are going out to install the product on 5/15. 

  Customer response

  05/15/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because:
  
  Regards,
  
  **** *******

• Initial Complaint

  04/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We, ***** *** ****** *****, entered into a contract with Pella on 11/4/21 for 3 door replacements. We paid half of the invoiced amount upfront, $5,125 ($10,250 invoices). The remaining was to be paid upon completion. The doors were installed early 2022. When installed we noticed multiple issues with the doors, contacted Pella, they came out to inspect and agreed. They then advised they would replace each door to ensure we got what we paid for. After 6 months and multiple calls from us to the company, we finally had the new set of doors installed. Just days later pieces of the doors began falling off. I took pictures and sent them to Pella who then came and inspected and once again agreed the doors were not up to their standard. They yet again offered and agreed to replace all of the doors. They assured the remaining amount would only be due upon completion of the project. We are now coming up on 9-10 month’s later and have not heard a single word from Pella about when the doors will be replaced. However we have received at least 10 letters stating we were past due, signed by the “CFO” with messages stating we would be reported to the credit bureaus of payment was not made. I have called countless times leaving messages for everyone and anyone I can get to in order to resolve the issue without a single callback. We only continue to receive letters, no one will talk to us and we have no idea when they plan to report us or finish the project. At this point we are willing to settle with the damaged doors if they will drop the remaining amount due ($5,000). We no longer wish to work with them in any manner given the way they’ve treated us this far. I’ve attached a few pictures of the invoices and issues, although they r come and taken many more upon our initial complaint.

  

  Business response

  04/12/2023

  We are in contact with the customer and working to resolve this issue promptly with the customer. 

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/18/2021 Contracted Pella Products of Kansas City to install three windows. After a long lead time for the windows to be delivered. A install date was set in early January 2022. It got cancelled until third week of January 2022. I took off vacation and without notice, Pella cancelled the install and rescheduled it without notice. On September 18, 2021 Pella of Kansas City represented by **** ******** pursued the sale of three double hung windows at the residence of ****** and ***** *******, **** ***** ***** ********* ******** **. We agreed to the purchase of these double hung windows, financed through ***** *** *********. Shortly after the sale of the windows a walk-through meeting occurred with **** ********, **** ********, ****** and ***** *******. During this walk-through **** and **** ******** discussed the finishing of the windows exterior. The front two double windows had a bay window installed. When the new window was installed the opening on the bottom was larger than the original. During the walk through with **** and ****, they said they would finish the exterior of this window with the brick sill like the one adjacent to it. The original install date was to be the beginning of January 2022. The first install date was cancelled by Pella/installer. Another date in mid-January was made. The installer didn’t show up and Pella moved the install date without notification. I have called **** ********, **** ********* and ***** ******* on numerous counts to resolve issues but have not returned calls. I also contacted ***** *** ********* as well since I wasn’t making success with contacting Pella Products of Kansas City. Finally, the installation occurred on February 12, 2022. After the three sets of windows were in place without finishes, I asked how he was going to finish the two double hung windows and he said that it was up to me per **** ********. The installer said he didn’t care but **** told him to, “make it work.” The installer to

  

  Business response

  03/02/2022

  Our customer experience supervisor has visited the ******* residence and is currently working to a resolution. Pella of Kansas City has not been immune to the global supply chain crisis and unfortunately that has caused delays that were unforeseen. We value customers who choose Pella & want to make this experience come to an amiable conclusion. 

  

  Business response

  04/13/2022

  The ********* have been in contact w/ both our Replacement Sales Manager, Project Coordinator, and our Customer Experience Manager. Our Customer Experience Manager, ***** ******** is schedule to visit their home on 2/21/22 to assess the work that they feel is unfinished. Pella has not been immune to supply chain issues, as such product came in later than we initially expected. Rather than reschedule the customers installation date, we coordinated for one of our Pella Certified Contractor to complete the work. Pella Products of Kansas City has responded to all inquiries, and will be meeting with the customer to work to a resolution for work that is within the contracted scope of work. 

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