ComplaintsforNew England Window & Door, LLC

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hired the business to replace 12 windows in my house. We had several installation issues and visits where the technicians didn't have the correct parts. Had issue with some of the windows installed, with paint chipping and scratches on the sash. Company replaced some, but new ones have similar issues. Business promised to extend warranty in writing, but never provided the documents even after asking several times. They don't return calls or emails to either address the warranty information or the issues with the product. Last contact was earlier this year when they replaced some of the faulty windows. Ideally would like them to fix the issues and give us the extended labor warranty, but given all the bad experiences, we would be happy with a decent credit back so we can hire someone to do it

• Initial Complaint

  06/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Feb 6, 2023 - Contract with PELLA *********************************************** for a 1-day install of a new front door w/3-pt locking system / a storm door / new framing / new inside trim / new outside trim to be scheduled on a Friday. Half of the total project was paid at time of signing. The second half due after project completion.March 24 (Friday)- PELLA installed new frame/inside trim and a damaged front door w/in-operable 3-pt locking system / storm door with a missing striker plate / no exterior trim / no exterior kick plate (should have been installed prior to the sill of the new framing). After completing the installation, the PELLA installer told us the door was damaged and that a new door needed to be ordered, to replace the one he just installed. Then informed us the door could not be locked. March 24 - ********/PELLA sent an email telling us that a new front door was being ordered to be installed and they would have someone on Monday, March 27, out to fix the locking. The missing items would be scheduled to be completed. PELLA pawns the issue off to a 3rd party (****) to contact us about the new door. We don't have a contract with ****, however, **** told us it was a 1-2 week lead time for the new door. May 19 - Pella installs outside trim / didn't have the material for a kick plate / striker plate (installed by us - our choice) / no new door. By choice my husband installed the kick plate instead of PELLA.May 26 - Received an email from ********/PELLA for balance due ($5330).May 27 - Received an invoice for payment of balance due. May 30 - I called PELLA Corp to help resolve the issue. They told me local PELLA Branch would respond in ***** hrs.June 5 - ************ again due to no follow up from PELLA.June 6 - Email from ********/PELLA stating they are taking us to small claims. PELLA HAS NEVER CONTACTED US TO SCHEDULE THE NEW DOOR INSTALLATION TO REPLACE THE DAMAGED DOOR, BUT IS REQUESTING FULL PAYMENT. WE HAVE BEEN WAITING SINCE MARCH 24, 2023.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In September 2022 we contracted with Pella to purchase and install 3 windows and 2 sliding doors. During installation in the second week of December- we noticed one sliding door came with a cracked ******. The Pella contractor argued we had to take the door. We refused installation and requested a new one. It's been a nightmare since. The Pella contractor would not have even told us about the defect if we hadn't noted it. It worries us more that we don't know if any other items installed had defects. It certainly doesn't inspire confidence- We are seniors and feel they tried to bully us into accepting the defective product. They argued and argued. Pella items are not cheap and the charges total more than $14000.00. They have taken payment for more they they delivered and installed- The initial Pella contractor was rude and debasing about our home. Stating he didn't have to fix the trim around the door he installed stating "the siding is falling off your house anyway". We feel they punished us delaying the installation of 2 of the 3 windows they had in hand despite our telling them we had a painting contractor scheduled. Now they won't give us an eta for the replacement slider. The salesman was very nice but I guess that's the trick- I've been emailing him regularly for months but now he's not responding and has stayed he believes we should have taken the defective door as well - He said he has no idea when the 2nd door will be here and or installed. We thought Pella was a decent company and going to the source would be best but this is a nightmare. They have no where for a consumer to seek recourse except the show room and / or sales person- I've asked for upper management contact info and received nothing. I've explained to them our current slider is leaking badly - we're on the water. We thought we'd be done the first week in Dec. but here we are - with no date in sight. We hope you can help. It shouldn't be this difficult - thank you.

  Customer response

  01/28/2023

  I have not heard from the business in response to my complaint.-

  im concerned you reference NE door and window - my complaint was about PELLA 

  I got an email from PELLA saying they were working on my door but no dates etc. My issue is not resolved. I'll appreciate your help. 

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Pella was hired to install windows in our basement, living room, and bathroom. In the basement, one of the windows is also where the laundry drying machine exhaust line exits the house. This exterior exhaust cover was installed incorrectly and keeps falling off. The nature of my BBB claim is that I want Pella to come out and properly install this dryer exhaust cover. I have been told the proper Pella **** to contact is the "Install ****" which can be reached at ************ and then dialing 2. All my attempts to reach them have gone nowhere.They performed the installation over 2 sessions. The first day of work was 9/30/2021 (Pella Customer Event # *********. They did not come back to finish the job until the following year on 4/21/22.The total amount I paid them was $9983.38 (split into 2 payments of 50%, I paid the first one, and my wife, ***************************************************, paid for the 2nd payment).I investigated the issue and have now observed that the reason the exhaust cover doesn't work properly is because they drilled one of the screws at an angle which permanently causes the cover to flex and pop off.All I want is for Pella to come out and properly install this exhaust cover. At the moment, they have made no attempt to resolve the issue. Anytime I get in contact with someone from Pella they just say "only the install **** can resolve your issue and I can't get in touch with them but I'll leave a voicemail on your behalf." This has happened at least 3 times since Mid November, but we have been trying to get this resolved since approximately May of 2022.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased 18 windows in January 2022. Windows were installed in April 2022. Total price of the windows and installation was $41,500. Have paid $27,500 to date. Windows that were installed had manufacturers defects, bent handles, leaking in the slider tracks and paint scrapes on black exterior showing white. Numerous emails, pictures have been sent to Pella. We scheduled a date to meet June 14th at 7:00 for the project manager to access the windows. They had to reschedule the morning of the appointment due to what they claim was an emergency. To date they have not called me back to reschedule and I have made multiple inquiries with no responses at all. The windows we were sold are damaged and need to be replaced with new windows. Pella is ignoring my complaints.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  By September 16, 2020 a contract was signed with Pella windows and doors to replace my existing windows and that was financing with zero% interest by Greensky for$22,500 -- October 02, 2020 $10,457.70 given for downpayment, refinanced ********* with 0% interest. We were to wait 3-4 months for the arrival of those windows. Finally in April 2021 2 people from Pella window came to replace the windows. Between putting the windows for 2 weeks no one showed up, no one called. i try to called several times , my son called no result. One window upstairs, according to the sales person the platform base was rotten extra money were given to change the whole frame. The person cut that piece of wood changed half of it the split just looking at you. None of the windows are sealed, he just splashed a little white dust on each window seal base. They are all crack open, and some of them even the water stain from the rain there with ***** patches. The workers gave a horrible job. The screens windows in themselves are defectives. They were built with some kind of material at their base that not sit properly, that give at some bugs to come inside the house. Try to call the office no luck , until finally I find ******* This is the only human being I think working there. Finally the manager came after one month. I gave him the whole list of wrongs, some screens kept falling outside also. Window from the bathroom downstairs, the guy crack it open also. I showed him a bug coming from the window and he told me that i came inside with the bug in my collar. He fixed the screen that was falling and said he will change the screens and he will send someone to fix the cracks. Another month past, the manager came with 3 screens; what happen to all those cracks, the guy is sick in the hospital, he responded and he left. after 2 weeks received a letter from a ***************** " Be advised that $17,042.45 remain hold $1,000 for labor. We only have a loan from Greensky,as of today$8,388.08 balance remain

  Customer response

  11/27/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

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