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Business Profile

Window Installation

New England Window & Door, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for New England Window & Door, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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New England Window & Door, LLC has 7 locations, listed below.

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    Customer Complaints Summary

    • 8 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:02/10/2025

      Type:Order Issues
      Status:
      Unanswered
      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 am filing a complaint against Pella Corporation for failing to deliver the contracted product and providing unacceptable customer service.On June 22, 2024, I signed a contract with Pella to replace my front door, which was destroyed. Their sales representative, ******* B. *******, informed me that an exact match was unavailable, but I agreed to the closest possible option. The total cost was quoted at $16,000, and I paid an initial deposit of $5,446.99 on June 26, 2024. I was assured that my old doors peeling lock plate finish would be covered under warranty.Despite being told the door would be installed in 46 weeks, I had to follow up repeatedly. After six weeks, I learned the selected finish was unavailable. I reluctantly agreed to an alternate finish to avoid further delays.Installation was scheduled for October 30, 2024. I took a full day off work, losing $480 in wages. When the Pella truck arrived, I found that the frame color was incorrect, and the door had no lock. The installation team planned to reuse my old lock, despite it being covered under warranty. I refused the incorrect door, and the installers tried unsuccessfully to reach Pellas customer service. They left, promising a representative would contact me, but no one has reached out since.I seek the following resolution:Immediate delivery of the correct door with the correct frame color and a new lock as promised.A formal apology for the poor customer service and financial loss.Compensation for my lost wages and the inconvenience caused by these repeated issues.If Pella does not take corrective action, I will escalate this matter further, including legal action and public reviews.I appreciate the BBBs assistance in resolving this matter.

    • Initial Complaint

      Date:05/16/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      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

      Date:06/11/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      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

      Date:01/16/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      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 Answer

      Date: 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

      Date:12/29/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      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

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      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.

    New England Window & Door, LLC is NOT a BBB Accredited Business.

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