Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with the Pella branch in Louisville (Pella Windows & Doors of Central Kentucky) to replace 18 windows and the back door of my house. This was to be full-frame replacement (not insert replacement), meaning all window structures and trim would be replaced. Installation began August 26, 2024. I knew something didn't look right the first day. I asked the salesperson to come by. On the second day both the salesperson and head installer insisted they were doing a full frame replacement and they continued the work. I verified this was not full frame replacement by having another person familiar with window replacement come by one evening during installation. The installers removed the vinyl replacement windows, but not the original window frames or exterior trim. The local branch later confirmed it was not full frame replacement. In addition to being the wrong type of window installation, the wood of numerous windows is scratched, there are caulking problems on the metal wrapping over the old exterior trim, and the siding of my house was broken in two place without telling me. On the inside of my home, stain splatters were on walls, the wood floor, and furniture. Caulk was on the back of my leather couch. The back door installation was done very poorly. It had a sizable gap, bizarrely smeared caulk, an upside down lock, and numerous other problems. I submitted extensive documentation to Pella Corporate on September 6, 2024. I stated that I am asking for a refund and will be hiring another company to start over and replace the windows again. I paid half of the $38,730 cost prior to work beginning. I have not paid the other half. The local branch has offered to have a different installation crew come to my house, but after the way I was treated that is not an acceptable solution. I want a refund so that I can pay another company to do a proper window replacement. I have already replaced the door. Further documentation at ******************************

  

  Business Response

  Date: 01/09/2025

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

  We are sorry that this project has not gone as either of us would have preferred. We have been in communication with you along the way and are working towards satisfying your request. 

  Thank you,

  **** 

• Initial Complaint

  Date:06/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed contract with Pella Windows in March 2022 for Pella 250 Series: 1 Sliding Patio Door and 10 Windows for $15,253.00. Installation Date Scheduled for July 5, 2022. Our First sign the installation was not going well was the Installer called and said his truck broke down and he could not make it! Then they show up the next day around noon to start and began to saw the inside of window frames out to make windows fit opening (Living Room and Bedroom window) for 3 hours with saw dust going all over the house! It took them all day to install 2 windows and I contacted **** ******* & **** ******** Pella Operation Managers to let them know "I did NOT want anymore windows installed" after seeing what kind of job the installers were doing. Pella does not have their own employees install windows they hire contractors that don't know what they are doing, don't show up and do not care about their workmanship (they get paid regardless). Pella begged me to let the installers complete the job and they assured us that everything would be okay and we would be happy with the finished product! BIG Mistake!!!! Over all we have had Broken Windows, window Bent/Replaced 3 Times, No Flashing around windows, bad caulking, Ice on Inside of Window Frame/Glass, ETC, ETC, ETC, ETC!!!!!!! We have been trying to resolve the issues with Pella since 07/05/22. Needless to say we have "NOT" been Happy with our Pella Window Installation! IF ANYONE IS CONSIDERING NEW WINDOWS PLEASE DO YOUR RESEARCH!!!!! We thought PELLA was Reputable Company! They have never offered us any compensation for all of the problems we encountered with our installation which has taken a year to complete! All I can Say is "Please Do Not Make the Mistake We Did!" Save yourself a lot of "Headache"! When you pay over $15,000.00 for New Windows "You expect a Good Product and Good Installation!" "The Customer Should "Not" have to make sure the Windows are Installed Correctly!" ******** *****, Mt. Washington

  

  Business Response

  Date: 06/20/2023

  I truly wish there would have been a better outcome with **** ******* Pella experience.  We have plenty of customer's that are happy with Pella and our installation teams.  Anytime **** ***** needed us, we came out to take care of her and address her concerns.
  
  Our team did have some challenges  with her installation.  We don’t exactly know what is inside a window opening until we remove the window and most of time there are no issues.  Her home has some opening where the interior walls do not match up with the exterior walls, there are also openings that are not level.  My Operation's Manager personally met with her husband and he agreed that the opening were not plum, leveled, and squared.  However, we still made every effort to make her windows look level, and make sure the installed windows function properly.

  
  
    

  Customer Answer

  Date: 06/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did not receive the Pella Promise and want

  to see documentation showing certified experts installed our windows!  Installers

  did not put Flashing around windows, never showed up when scheduled, stolen my

  phone charger and Job Supervisor (Terry) got upset and walked off the installation job!  

  This is the Pella Promise I received, NOT the one they advertise!

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

  

  Business Response

  Date: 06/26/2023

  Per the request of **** ***** and at Pella's expense.  We pulled out all windows to show the flashing tape.  Her husband was there with the Operations Manager to prove that it was installed.

   

  Customer Answer

  Date: 06/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: Pella did not install Flashing Tape on all windows.

  Only 2 dormer windows had flashing, the other 8 windows had None! Pella had to come back out and pull all windows out to add Flashing.  Living Room, Master Bedroom, Basement, Kitchen, Bathroom and upstairs window.  It states that in attached email from **** ******* at Pella 07/29/22.  Pella did NOT have certified experts, specially trained to install Pella windows.   

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