Complaints

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Installation of product inferior and deceptive practice of selling as completed project. Believe this is possibly a common practice by this business and targeted at the elderly or female population email and pic attachments for reference

  Customer response

  04/26/2024

  Thanks for the opportunity to share my disappointing customer experience.
  I have shared this with the sales rep.  Please see the attached photo
  as reference.  I believe this to be an inferior installation and
  saddened by the lack of professionalism on part of Pella for failing
  to address this issue at the time of install. 

  I overheard the
  installer crew mocking the situation and saying "put some dirt over
  it".  I did not realize what they were referring to, and instead of
  bringing to my attention, they chose to say nothing, falsely passing
  the job off as complete.  Luckily I noticed the gap and air infiltration shortly after and
  documented it.  I am a repeat customer, and chose ********************** based on what
  I expected to be quality of service/product.  This experience has me
  worrying about other areas they may have cut corners.  And their practice of passing off inferior work to unsuspecting customers, primarily elderly and or women.  

  I reached out to Pella via email, submitted survey, and called to have this incident reviewed.  I have not yet heard back from them.  I believe they are ignoring my complaint.  

  

  Business response

  04/29/2024

  Installation took place on 4/11 & 4/12.    The installer with over 25 years of experience in installing windows and doors, missed that one of the entry doors had a replaceable weather-strip that had been cut short by about 2 inches at the factory.   ****************** reported her concern with the weather-strip on 4/15 and we promptly apologized and ordered the need weather-strip.  On 4/26, we called ****************** to schedule the weather-strip replacement for 5/3.  On 4/26, ****************** filed the complaint with the BBB.   On 4/27, *********************** with Pella, contacted ****************** apologize for the delay in getting the weather-strip replaced and offered to send Pellas Installation Manager out to inspect her installation.  ****************** didnt not think that inspection was necessary, but asked ***** to speak with the Installer and Coordinator on her project to go over the details of her project.  On 4/29,  *********************** spoke with the installer and coordinator to confirm we had the correct part on order and that this would not happen again.   *********************** left ***************** a Voice Mail on Monday the 29th at 11:30am. 

  Customer response

  05/01/2024

  Complaint: 21628839
  
  I am rejecting this response because: I believe facts have been omitted in Pella. 

  Pella failed to address the fact the installer and crew member were overheard mocking the lack of materials, saying "that's all I got, just kick some dirt over it".  At the time I did not realize what they were referencing as I believed they were professionals and certainly would not be touting an incomplete installation. 

  I attached emails, showing where I reported it two days earlier than Pella states in their response.  I also attached the email from their representative where I had explained the situation.  When I did not hear receive a response, I then forwarded the email to the 3 leaders in the company. 

  Pella did call to set up a time to come out and address the incomplete installation of material.  It is for this Friday, 5-3-24.  I want to see how this goes, for this interaction leaves me questioning if Pella is acting in good faith. 

  Sincerely,
  
  ***********************

  

  Business response

  05/03/2024

  As promised, a technician went to the home today and replaced the weather-strip that was cut short.  Homeowner and the Service Tech shined a flashlight inside and out and could not find any light coming through.  Homeowner said she will call back in if she needs anything else .

  Customer response

  05/07/2024

  Better Business Bureau:
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find this resolution will suffice. 
  
  ***********************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 18, 2010 I received a letter of confirmation signed by ****** *****, Retail Fulfillment
  

  Coordinator at Pella, regarding the cost of the ******** windows and installation throughout my house.
  Total cost of the project was $19,043.40. Installation occurred from December 6, 2010 to December 8,
  2010.
  Prior to the installation I received an e-mail from ***** ******, Sales Consultant, in response to various
  concerns around the installation process, specifically addressing the work in the master bathroom
  around the bathtub. The fiberglass bathtub was not to be stood on and I inquired about the process for
  protecting the tub. In Glenn's e-mail response to me on September 24, 2010, he writes that protecting
  the tub, " ... is standard practice". On December 6, the installers requested to stand on the master
  bathtub to install the bay windows. I heavily insisted upon the need to stay off the bathtub and
  suggested building a scaffold to avoid any stress on the tub and surrounding tile. They refused to build a
  scaffold and argued to use a padded board system to distribute weight across the top of the tub. As
  professional installers, Pella certified, I stated they were responsible for any damage, and I was not
  comfortable with their proposed process. On December 7, the installers returned with a piece of
  plywood approximately a third of the width of the tub stretching from tub top end to end for the
  installer to stand on. They placed a 2901b man on the end and bounced to crowbar out one of the
  windows. A distinct sound of glass breaking was heard -- the tub was found cracked. ***** ****** (Pella)
  arrived and stated, "Pella will make it right. Pella will make it more than right." An hour later he notified
  me of a $,1500 settlement that would not cover the cost of the required tub replacement and
  installation.
  Over the following year, I worked to:
  1. Consult with fiberglass repair specialists who verified that the tub could not be repaired
  2. Locate the same tub for replacement
  3. Locate replacement tiles encasing the tub, which were found to be discontinued
  4. Obtain several contractor opinions and estimates for repair of the bathroom
  During this time, I was unable to reach ***** ******, Pella District Manager, as he would not take or
  return my calls. On our last conversation, he called me a liar stating his installers said I told them to
  stand on the tub and later insisted that the tub was knowingly installed incorrectly. Within 6 -12 months
  after installation I made numerous calls to Pella Service reporting the progression of the number of
  windows beginning to leak. I did not receive any further return calls. Eventually multiple family health
  issues, and as a health care professional heavily involved in the care of Covid patients, has prevented me
  from being able to consistently pursue a dialogue with Pella.
  Beyond the bathtub situation, the following problems with the windows were reported within the first 6
  months of installation.
  5. Front windows installed over the shutters preventing removal of the shutters as originally
  designed.
  6. Using a kitchen window with a damaged/bent frame and not completing interior installation
  leading to water damage.
  7. Multiple leaking windows causing drywall damage and window sil swelling with possible wood
  rot.
  8. Missing some screens and some screens received damaged.

  

  Business response

  02/11/2022

  Pella Windows and Doors was in negotiations for almost 2 years with Ms. ****** on possible solutions.  Twice in 2011,  Pella set up Saturday Appointments with their Installation Crews to meet with Ms. ******’s Representative to inspect and correct any request that she may have.   On both occurrences, the appointments were canceled by her representative.  The last communication we have with Ms. ****** is in 2013 when Pella sent her an email. The email in 2013 went unanswered until the Fall of 2021.  As far as we are concerned, this request has been completed for years.
  
  Sincerely,
  
  ***** ******

  Customer response

  02/21/2022

  I would like to rebut the above response to my complaint.

  
  

  1. The 2013 e-mail was not received. 
  2. The "Representative" was never provided legal rights to represent me. There is NO documentation allowing a representative to respond on my behalf. Since Pella did not hear my concerns as I addressed them, I was forced to have an engineer discuss the installation issues. Any appointments set between them was not communicated to me.
  3. In addition, I contacted ***** ******** **** for an opinion on my Pella complaint. ***** called Pella to report the damage due to their workmanship. Although my concerns were delivered to Pella, there was still no plan to resolve.
  4. I have recently met with a highly regarded building inspector who inspected my house. He has verified water leakage from the windows into the walls due to faulty window installation. Within 1 year of installation most of the windows began to leak and were reported.
  5. Two of the kitchen windows are still not trimmed out due to a bent window frame found at the time of instillation.
  6. Damage to the master bathroom fiberglass tub during installation has also not been reimbursed.
  7. Due to Pella not responding to the damage in a timely manner, further water damage has occurred regarding window sills and drywall.
  8. Resolution failed with Pella initially due to not providing adequate reimbursement to repair the bathtub situation. 
     

*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. ↩