ComplaintsforPella Windows & Doors of Greenfield
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Complaint Details
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Initial Complaint
08/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased Pella Impervia windows (17) total directly from the Pella dealer located in Burlington ******* which the ********** ************* office overseas. The first round of windows were bad with severe quality control issues-verified by Pella. Example: The corner seams of the window frames are not attached. As you can see from the pictures, you can put a piece of paper through the frame itself. The replacement windows arrived and were equally as bad with the same issues and some new issues-verified by Pella. I have had to replace the window screens multiple times-verified by Pella. I am still waiting for the replacement door part because that was bad too-verified by Pella. Pella is giving me a hard time, not willing to refund me (roughly $13,000.00). They keep having Pella Reps come to my house to verify but then nothing. My house project is delayed because of this. We are a family of 6 living in a 2 bedroom apartment waiting for the house to be done. I am sick of the run around. I need a refund ASAP so I can order from a different company.Business response
08/12/2023
I am meeting ***** request for a full refund for the windows. It is in process I will expedite its completion. *** and I spoke by phone this past Friday morning the 11th. She is aware of the plan. I will have the credit written Tuesday, get with my team on a pick up date. We will communicate the date to ***, pick up the units and issue her the credit. ***************************, ********** ********************** Inc.Customer response
08/18/2023
Pella Windows and Doors has agreed to pick up the windows August 24th and provide me with a refund check at that time. I would like to extend the 7 day response time until after this date before closing my account as satisfied.
Thank you
***
Customer response
08/18/2023
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
04/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Date April 1, 2022: Request to honor warranty. In phone conversation with Pella, Pella agreed that product (window) was their prodcut. Pella agreed that product was defective (seal broken). Pella agreed that large purchase of Pella products (windows and doors) was made within warranty period. Pella could not find window size within large purchase (2 other windows of same size made at same time, also could not find). All windows was installed in room addition. Pella suggested defective window was a 'rogue' purchase not made with large purchase. Pella wanted to charge $190 to send tech to verify. Customer offered to pay only if tech verified was window was a 'rogue' purchased outside of warranty. Value of defective window valued at $500. Customer agrees labor warranty has run term.Business response
05/20/2022
Business Response /* (1000, 14, 2022/05/12) */ Customer has windows from 2004. Unit is covered by warranty, visit to verify size and style is not. Site visit had a 2 year warranty which expired in 2006. We have offered to discount the visit fee by -40% as goodwill and to assist in finding a resolution.Initial Complaint
03/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying to order a new window sash to replace a broken one. There is no defect with the window, I am not filling an insurance claim. I have the serial number and I know for certain it is a Pella Window. All I want to do is order a new sash. For some reason I have had to speak to three different costumer service representatives. Give full, detailed reports with pictures twice, and been told to wait for a quote for 7-10 days. After 7 days, I got another email asking me the same questions again, asking for more detailed pictures. I do not understand why Pella is making it so difficult to order a new window sash. All I want to do it speak to someone, give them the window serial number, and get a new window sash to replace my broken one.Business response
03/25/2022
Business Response /* (1000, 8, 2022/03/16) */ Very sorry it took multiple calls and waiting to get information. Our goal is to solve issues and provide fast service every time, and we did not this time. In speaking to the inside techs in the department the quote has been sent to the customer. Today (3/16) we followed up with a phone call and the customer is exploring other options for now. We stand ready to assist if we are needed.
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.