ComplaintsforPella Windows & Doors, Inc

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We ordered our windows in March of 2023.Initially the process was smooth by placing the order and quickly having a representative come out to measure the windows. However, when it came time for the first installation, technically the second as the first was canceled due to weather at no fault of Pella, 10 of the 13 ordered windows were measured incorrectly and therefore could not be installed.Therefore, new measurements were taken at this installation and a rescheduled date was scheduled. In the meantime, we had 10 ill-fitting windows taking up an entire car space in our garage for nearly two months.During this time my husband and I were constantly in contact with a representative at the office, ****, in an attempt to find out what could be done to make this situation right. However, for nearly six weeks of calls and being told repeatedly that he could not make any decisions and his manager ****** was who we needed to speak to, we were told we need to wait for the remaining windows to be installed prior to any discussion being done about compensation.When the properly measured windows were finally ready, an install date of August 29, 2023 was scheduled. At that time, all windows were installed but one had a crack in it, a screen was improperly measured, and a cover for the window to slide on was too small.Again, as of today while writing this review on December 20, 2023, those issues have not been addressed despite it being 20 degrees outside and having a window with a larger crack.Today, a representative came out to fix the above issues however the replacement window also was broken and the screen was measured incorrectly. Therefore, another date for installation had to be rescheduled in February to allow time for the replacement parts.Throughout this process, my husband and I have missed now six days of work and are pending a seventh, have had to repeatedly deal with severely subpar customer service and have received a faulty product.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We ordered windows on July 17, 2023. Pella required 100% payment up front. We paid ****** for the windows and door wall on the back of our home to be replaced. We ordered high end windows.The windows were installed on September *****, 2023. There were two installers who seemed to be competent however they left in a hurry and the windows were filthy, hardware was broken, leaking air in, our walls were dirty, a screen was damaged, glue was left inside the triple pane windows and could sloppy inside the double pane windows, the blinds inside the windows dont work, and the casing inside our home that should be around the window was not finished for 4 of the 10 windows. No one followed up with us the next day but they did contact us a ***** later to say that the trim would be in by December. Three months after the install. When we attempted to contact the scheduling manager we were lied to and told he was in a meeting but he was really on vacation. The scheduling manager did apologize and told us that the reason for the delay was that the trim is an odd size but he would call around to see if they could get it sooner from a lumber yard. He was supposed to call back in two days but never contacted us again. The next call we got was November 13 to schedule some of the repairs on January 2. We were the called on December 8 to say the trim could be installed on Monday the 11th. The installer arrived on the 11th only to find that they did not have all of the pieces to finish the trim! The installer let scheduling know however all day went by on the 12th with no contact from Pella. I finally called them late in the afternoon on the 12th and our POC ******************* didnt seem to care that the job was still unfinished. She did inform me that they would now have the trim in by FEBRUARY. This will now be over six months from initial payment. They have zero customer service and dont really care because they already have our money. We dont know where else to turn

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June, we engaged Pella to repair windows in our home. It look a while but we finally got a service person to visit and assess what work was needed. He insisted we needed to entirely replace the glass on the windows which we didn't agree with, but he was the professional so we believed him, and duly paid the service fee. He also ordered a crank for a kitchen window that needed replacing to ensure proper ventilation. We didn't hear back within a week as promised so continued to follow up for the estimate - after engaging repeatedly with Pella, we finally received our estimate after 3 weeks. We went back and forth because of a number of discrepancies on the estimate vs what we discussed in person about the repairs - mainly the one in our child's room, where a crack is perpetuating more extreme temps (it's often the hottest or coldest room in our home.) Between that and the crank allowing for proper kitchen ventilation, these were safety issues. After we finally sorted out what work needed to be done, they scheduled us for repairs, 2 whole months later. We waited patiently, and rearranged our work schedules to accommodate the work window. The day finally came and the repair appointment was a total bust. The repair people took a look and mentioned that the service person who came originally was entirely incorrect in their assessment. What needed to be fixed was completely incorrect (the glass wasn't the issue at all), and the wrong part was ordered for the kitchen window crank. The techs further pushed that replacing the glass on the other windows would not fix our sealing problem at all, so they couldn't do anything to help. They were scratching their heads at our experience with the original service person and how incorrect their assessment was. We are officially moving on with another company entirely and never using Pella windows again. We would rather at this point get entirely new windows with a company that knows how to operate.

  Business response

  10/03/2023

  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 transaction took place. 
  
  ************************* Manager Pella Windows and Doors (PWD LLC) ************, ** 48326 

  Customer response

  10/03/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a door from Pella, the ***************************, over 2 years ago. Last year we finally got the door installed, the door was not inspected prior to delivery and installation. When the door was being installed, and our previous door was already removed, we noticed our new door was damaged. Pella order a new panel and a year later we are still waiting for the them to fix the door and complete the installation job that was not finished. We are sitting almost 3 years later with a damaged unfinished door. We have been tireless calling to get updates and there has been zero response. We have been told by the horrible customer service team that they are waiting for the panel and that the project manager will call back with updates, and there has been no calls back at all. We love our home and this has been a huge disappointment and challenge to deal such an irresponsible company. We paid a lot of money for the door, and its poor workmanship, customer service is absent, quality is poor, and management is unresponsive. Is unfortunate to find companies that want to take advantage of their customers and sell you dreams. I will never recommend Pella products to anyone.

  Business response

  07/18/2023

  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 *******, ** sales branch where the product was purchased.

  
  ************************* Manager Pella Windows and Doors (PWD LLC) ************, ** 48326 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased the home 8/22. New door had been ordered by previous owner. Cost of door is $9536.20. Pella installed, door made by ******* in *********, **. Door installed 9/22, installer said door not level and insisted on ordering another. 2/16/23 new frame, not door arrived for install. Old door and sidelights removed to attach to new door frame. During the process of installation, the installers damaged the door, sidelights and frame in multiple places. 2x4 framing from our home structure door frame was removed and never replaced. Pella manager present said this is how they do things. After checking with other companies, Pella corporate and ******* we have been told absolutely not done this way. Pictures were taken and we were told someone would get back to us. Never did. Have called for 8 weeks to the Pella Franchise in ************, no one will talk to me or return calls. They said that ******* has to approve it. Spoke with ******* and they have no knowledge of the damage or request. Spoke with Pella Corporate and they state that they are not responsible for franchises. Worried about structure of home as the door leaks and there is a lot of damage to door. Exposed wires for doorbell, screws uncovered on interior.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered Pella windows and patio door through Lowes. This was a mistake for the initial installation, but that is a separate issue. We had a misfit on the door and a Pella rep came on Aug 5th, 2022 to evaluate and determined the door panel was slightly warped. They ordered a replacement and scheduled an installation. Twice now Pella has lost the replacement part and we are now scheduled for March 23, 2023 for the replacement, assuming it doesn't get lost a third time. Eight and a half months seems a very long time for a warranty repair.

  Business response

  01/31/2023

  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

  01/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Pella window lost its seal within 3-4 years of installation. Were having to pay labor cost $150 per hour to replace. Were retired. Thats a lot of money for a window tact is supposed to be quality materials.

  Business response

  02/06/2023

  We have researched this issue and confirmed this is not a customer from our ************, ** (*******) sales office. This complaint is from ************, **. *********** sales office was not involved in this transaction. This issue will need to be resolved with the location where the Pella product was purchased.
  
  ************************* Manager Pella Windows and Doors (PWD LLC) ************************************

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our windows were installed the end of September and were paid in full at that time. Our mistake for paying before the job was finished. Full screen windows arrived but not ordered.. We ordered 1/2 window screens. They finally were delivered in November. There are brown streaks on some outside windows that were addressed earlier, but not all were cleaned up. There is condensation on some windows, this was addressed as too much humidity inside the house. There is damage to a bedroom wall that needs sanded and repainted. There is a broken marble window sill that is sitting in stock, but waiting to be installed. There are two ***** that need to be finished out underneath, as cold air is coming in. There is small damaged to the vinyl on an outside window, and two window sash's to be replaced. All this work is pending from September. We have had two service men out to address the issues claiming it will only be a couple more weeks. We should not have paid until the job was completed. We are so disappointed by Pella. We thought they were top quality, but we are not seeing it in their craftsmanship or service. We would not recommend this company to anyone.

  Business response

  12/20/2022

  We have researched this issue and confirmed this is not a customer from our ************ (*******) sales office. Our ******* sales branch was not involved in this transaction as ******, OH is outside of our ************, ** service area. This issue will need to be resolved with the location these windows were purchased from.
  
  ************************* Manager Pella Windows and Doors (PWD LLC) ************************************

  Customer response

  12/23/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

   

  Yes I am referring to the Pella Windows on *****************************************************************************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a Pella product that failed and it is impossible to get service. The local store does not offer service. I was given a phone number and an extension to call for service. Every time I call get a message that I am "number 1 in the queue." However, no one every answers, instead an illegible message plays. I leave a message as I assume that is what is requested. I have never received a return call. I have left 5 messages to date. I have no way of getting service. I spent a lot of money on this product. The company is apparently failing. They certainly do not stand by their products. I intend to post my experience everywhere as well as online in our local community listserv.

  Business response

  12/01/2022

  We have researched this issue and confirmed this is not a complaint related to our our ************, ** (*******) sales office. This complaint is from ********, **. Our ******* sales branch was not involved in this transaction or service request. This issue will need to be resolved with the Pella ***************** team out of Pella, IA.
  
  ************************* Manager Pella Windows and Doors (PWD LLC) ************************************

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August 2021 I needed a new rolscreen. Called ******** doors, they sent a technician & ordered the part even though it had been discontinued and can no longer get additional parts that were needed. After $600 into this Im left with a rolscreen that will not retract. Im asking for credit of money put in . Getting no response from ******** Doors and issue is still unresolved after 1 1/2 years. Please help

  Business response

  11/23/2022

  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 and BBB complaint will need to be resolved with the office where the window was originally purchased.
  
  ************************* Manager Pella Windows and Doors (PWD LLC) ************************************

  Customer response

  11/25/2022

  [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,
  
  ***********************

*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. ↩