ComplaintsforPella Windows & Doors, Inc
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Complaint Details
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Initial Complaint
11/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Patio Door installed Nov 2021. Screen door was missing.Company lost the screen door. Next install for screen door was to be in June of 2022.Installer came out but left and didn't do the install due to missing a track. Company would need 6 more mos to get a single track.Next install Nov 2022 same thing happens again. Representatives at the company do not know what they are doing. There is no customer service, no sense of urgency, no responsibility. Absolutely discusted.I want my money back. Project is paid in full and still not completed 1 1/2 years from order placement.Business response
11/02/2022
We have researched this issue and confirmed this is not a customer from our ************ (*******) sales office. This complaint is from ***********, **. Our ******* sales branch was not involved in this transaction. This issue will need to be resolved with the office where the items were originally purchased.
************************* Manager Pella Windows and Doors (PWD LLC) ************************************Initial Complaint
10/03/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Purchase window from Pella for an addition, to make sure it matched the rest of the house. What a mistake this was.Original delivery time was 4 weeks. We are now in week 11 and no one can give me an answer. Finally a rep from Pella says itll be 10 more days. Thats almost 13 weeks for 1 window production.We have a whole on the side of the house with the climate dropping fast. All exterior work has been halted as we wait for these people to deliver our 1 window. We also ordered a special order Door from Thermathru who delivered the door in 10 days.Business response
10/04/2022
We have researched this issue and confirmed this is not a customer from our ************ (*******) sales office. This complaint is from *******, **. Our ******* sales branch was not involved in this transaction. This issue will need to be resolved with the office where the window was originally purchased.
************************* Manager Pella Windows and Doors (PWD LLC) ************************************Initial Complaint
09/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a house almost 4 years ago and the house came with paella windows and doors and I noticed every single window has a gap at the bottom of them and called several times and all I keep hearing is the warranty just expired and someone would call me back but never hear anything back from them everBusiness response
09/22/2022
We have researched this issue and confirmed this is not a customer from our ************ (*******) sales office. This complaint is from **********, **. Our ******* sales branch was not involved in this transaction. This issue will need to be resolved with the location these windows were purchased from.
************************* Manager Pella Windows and Doors (PWD LLC) ************************************Initial Complaint
08/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We contracted through Lowes to purchase and install 16 impact-resistant hurricane windows October 21, 2021. Delivery was delayed to 5/9/22 but wrong window kits, and 2 damaged windows. 6 of *************** May with 10 stored in our garage displacing lawn tractor, etc. Replacements ordered mid June with estimated 8/5 delivery, then 8/19, now mid Sept. We noted wrong transom window in mid July when moving windows to get to garage water turn off. Took weeks for ordering & that delivery eta sometime in October 2022. Pella has many many complaints. We are not alone in dissatisfaction with Pella customer service.Business response
08/29/2022
We have researched this issue and confirmed this is not a customer from our ************ (*******) sales office. As stated in the complaint, the windows were purchased through Lowes, not through our Pella (*******) sales branch. Our ******* sales branch is not a manufacturing facility and does not set nor control the time lines for production or for product availability. This issue will need to be resolved with the Lowes store these windows were purchased from.
************************* Manager Pella Windows and Doors (PWD LLC) ****************************************Initial Complaint
08/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered windows ***************** in April 2022, delivery in July. Then it moved to September 6th due to tesla buying all the resin in the world apparently. Then it moved to August 8th. Awesome, but a lie. Then to August 30th as one window was yet to be finished. Then to September 15th said they are still in production. This isn't ****** as I was listening to pella employee saying this stuff. So much for customer experience...why lie. Just tell the truth.Business response
08/25/2022
We have researched this issue and confirmed this is not a customer from our ************ (*******) sales office. As stated in the complaint, the windows were purchased through Lowes, not through our Pella (*******) sales branch. Our branch is not a manufacturing facility and does not set nor control the time lines for production or for product availability. This issue will need to be resolved with the Lowes store these windows were purchased from.
************************* Manager Pella Windows and Doors (PWD LLC) ****************************************Initial Complaint
02/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We built a new house. The entire house was furnished with Pella windows and doors (unfortunately). We have had problems from day one. Now we have had engineers out to inspect and they have deemed nearly all the windows and doors faulty. We get hundreds of bugs in our home each day. The drafts from the windows and doors are so bad they will blow out a candle flame. Pella claims to have a lifetime warranty, but they won't even respond to us about our issues. This is a scam and they are dishonest thieves.Business response
02/08/2022
We have researched this issue and confirmed this is not a customer from our ************ (*******) sales office. The complaint is from Cedar, MN, not through our Pella (*******) sales branch. This issue will need to be resolved with the Pella **************** in Pella, IA.
************************* Manager Pella Windows and Doors (PWD LLC) ************************************Customer response
02/08/2022
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
*************************Initial Complaint
12/01/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Homeowners Beware!When my husband and I decided to get new windows we chose Pella because it is a big industry name and we thought that would mean quality work and excellent customer service.....boy were we WRONG. I initially had a bad feeling when I had ZERO communication about our window installation for nearly 3 months. I understand that COVID19 has disrupted the supply chain but calling or emailing the customer to update them on projects COSTS NOTHING. After several unanswered phone calls, voice mails and emails I finally got our installation date. These were only the beginning of our nightmare with Pella. The installation team scratched the paint off our siding and dented the siding everywhere a ladder was used! The caulking job was so awful that our village inspection FAILED. We contacted Pella the very next day with time stamped/dated pictures of the damages as well as a police report. There have been several inspections of our damaged property : the village of ********, the ******** police, and 2 Pella contractors. Herein lies the issue : when you buy your windows from Pella they will hire SUBCONTRACTORS to do the work! We don't have these guys' names or contact information so guess what : NO WAY TO PRESS FOR DAMAGES REFUNDED. I have repeatedly contacted ********************* to ask what Pella is going to do about our home damages. I was told "she had to speak with her manager". The installation was in July. We have NEVER heard from this "manager". Our insurance company states we have thousands of dollars in damages to our house and apparently Pella doesn't care. I will NEVER again purchase anything from Pella nor their affiliates. I will tell EVERYONE I know about what Pella did and exactly how they treat their customers.Business response
12/02/2021
We have researched this issue and confirmed this is not a customer from our ************ (*******) sales office. As stated in the complaint, the windows were purchased in ********, not through our Pella (*******) sales branch. This issue will need to be resolved with the ******** office where these windows were purchased from.
************************* Manager Pella Windows and Doors (PWD LLC) **********************Initial Complaint
11/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Pella windows advertise a lifetime warranty. The sill of an older window in our home has rotted out because the metal pulled away and allowed water in. Most repair companies won't touch Pella windows and after calling Pella multiple times, I have been told that these widows are not under warranty and are no longer made. I was told the only solution is to purchase a new window. However, if the windows I have are no longer produced, the new window will not match the others. Am I to replace a whole house of windows for one faulty window? It seems to me there should be a repair person in this huge company that is capable of repairing a sill, under the lifetime warranty.Business response
11/23/2021
Good Morning,
Please reach out to our Operations Manager, J******* K****** at ************ to discuss the warranty on your Pella Products. Please make sure to have the series of window, the installation date, and the company the windows were purchased through and J******* will be happy to walk you through the options available to you.
Thank you.
A***** W*****
Pella Windows and Doors of Detroit
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Customer Complaints Summary
34 total complaints in the last 3 years.
7 complaints closed in the last 12 months.