ComplaintsforPella Windows & Doors

• Initial Complaint

  09/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Stay far away. We were done dealing with contractors so we decided to either go to ******** or Pella direct. We decided on going with Pella because we needed something done that ******** could not do and we paid 1,000 dollars extra per window to have it done. Turns out that wasn't the case. The salesperson completely lied to us and had we know this we would have went with ******** and saved 1,000 a window.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ORDER # ***RN2555- QUOTE: $21,000 9/13/23: INITIATED REQUEST FOR 2 DOORS AND 5 WINDOWS TO REPLACE OLD ONES 11/6/23: 50 % PAID( $10,800) TO START ORDER FOR TENTATIVE COMPLETION BY 10/31/23 (BEFORE HALLOWEEN)1/17/24: REMAINING 40% PAID ( $8,400) FOR INSTULATION SCHEDULED FOR FOLLOWING WEEK.1/23/24: ALL WINDOWS WERE MEASURED RONG AND THEREFORE COULD NOT BE PLACED. THE 2 DOORS THAT WERE INSTALLED HAD WRONG HARDWARE.SINCE THEN: MULTIPLE APPOINTMENTS WERE SCHEDULED AND EITHER THERE WAS A PROBLEM, CANCELED DUE TO WEATHER, 4/4/24: SCHEDULED DELIVARY OF WINDOWS WITH INSTALLATION. THEY DROPPED OFF ONLY SOME OF THE WINDOWS- NO ONE TO INSTALL.4/5/24: THEY DROPPED OFF THE REMAINING WINDOWS AND SAID THEY COULD NOT INSTALL THAT DAY. THEY RESCHEULED FOR 4/12/24- TODAY.4/12/24: NO ONE SHOWED UP. THEY SAID IT WAS NEVER SCHEDULED AND NO ONE FOLLOWED UP. REASON: SECRETARY WAS OUT. EACH TIME THIS OCCURS, I HAVE TO TAKE TIME OFF AND DRIVE TO THE ******* 45 MINUTES EACH WAY TO MEET THEM) WHEN I CALLED THE SALSPERSON- *****************, INITIALLY HE SAID HE WOULD GET BACK TO ME AS I WAITED. OVER 1.5 HOURS LATER, HE SAID HE WAS ESCALATING TO HIS MANAGER - *********************- HE NEVER CALLED I CALLED THE ************ ABD SPOKE TO **** WHO SAID THERE WAS NOTHING HE COULD DO AND NO ONE WAS ANSWERING HIM. I CALLED 800-54PELLA TO REGISTER A COMPLAINT AND SPOKE TO ****. HE SAID HE WOULD ASK **** TO CALL. IT IS NOW 1 PM- NO ONE HAS CALLED

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought Pella Hurricane Miami Dade Approved windows and sliding door in November of 2022 with Lowes. I will try to keep this as short as possible. Bathroom window came in wrong and had to be reordered, also the wrong sliding glass door, had to be reordered. Then came taking a shower and looking at the window and seeing water leaking between the glass. I water tested all of the windows and the slider and everyone leak, my girlfriend was on the other side of the slider when I was water test and she got soaked, the water was coming in between the frame and doors. Pella tech came out and we water tested again and he determined that all 13 windows and slider was defective and are to replace/refund. Pella is pulling the wool over all customer eye with their Hurricane **********************. ********************** bought a company call *************** Systems out of ***** **. ********************** wanted in the Hurricane money making business, and s**** the customer. If you were to look up ********************* the have a terrible report. I can say buyer beware and RUN from Pella hurricane windows.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My Goal was to ******* standard ********************************************* with high-quality windows, doors & a storm door for my elderly parents who cannot tolerate the cold. 7/21/20: We signed up with Pella to replace ALL the windows, front door and storm door for$15,000 Over 2.5 years, Pella failed to install quality windows resulting in much difficulty / waste of time/ increased energy costs and parents suffering the cold drafts. Pella appears to be responsive but they do not fix the issue and once warranty runs out, we have to pay for their services.History:10/28/20: installation completed. With a major issue. Windows, once opened could not be shut without using much force. Bad situation for elderly weak parents. Promptly reported the same day. (1st Report)1/4/21: Pella reschedules appointment from 12/1/20 to 1/14/21 3/7/21: 2nd Report: Pella issue continues. Find it hard to shut windows 3/28/21: after 3 weeks, NO RESPONSE from Pella 4/29/21: Pella appointment scheduled. 2 Pella technicians came, inspected and determined an issue with 4 out of 8 Pella windows. They promised to file a report the same day. I did not receive a copy of the report.5/17/21: WE ARE UNABLE TO OPEN WINDOWS. Filed a 3rd complaint 6/11/21 to 2/28/23: problem unresolved. Warranty ran out. We were charged for labor. Now there is cold draft coming into both bedrooms. Which defeats the purpose why we chose Pella.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pella contractors installed 2 entry doors in my home on November 16, 2022. I paid $10,000+ for them. Before leaving, one of the contractors broke the cylinder lock on the back entry door. They also forgot to install s**** plugs on that same door. As they left, they told me someone from Pella would be contacting me. I waited 2 weeks before calling my regional sales ***** ********************* I made several phone calls to check in on the status of this rectification. Finally, on December 8th 2022, I received a call from ********************************* of Pella Windows and Doors, who told me they had ordered the parts and someone will be out to install in a few weeks. It has now been over 2 months and still no show from Pella. I called my sales rep again who said he'd look into it. I paid a lot of money for these doors and I am extremely disappointed at the half-performance. With the lock broken, I cannot get in and out of my door which also poses as a safety issue. I want this issue resolved now, as 3 months is long enough to wait for a mistake that they made.

  Business response

  02/17/2023

  Please see the e-mail below from our Customer support manager. 

   

  From: ********************************** <******************************************>
  Sent: Friday, February 17, 2023 12:24 PM
  To: ********************** <***********************************>;******************************** <***************************************>;************************** <*************************************>
  Subject: Re: You have a new message from the BBB of ********** complaint #********.
  
  Spoke with the customer... Recovery is set for 3/8/2023
  
  She is very pleased with the date and resolution.
  
  
  *********************************
  Customer Support Manager
  ********************************************* and ***************************/NY
  **********************

• Initial Complaint

  10/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered more than $50,000 in windows from this entity last year. When we started the installation this year, we found missing pieces like blinds and other items required for the installation. We have tried to contact Pella for the last 3 months to order more windows and finally about 2 weeks ago somebody called back. We asked if we could order the new windows and mentioned the missing parts from the original order. So far no answer from Pella. I would like to have somebody contact me or my GC to get answers. It has been very frustrating to deal with them, to say the least. We chose to go with Pella Windows for their reputation and quality, but after this experience, I will not do business with them any longer.

  Business response

  11/01/2022

  Pella Windows and Doors apologizes to ******************** that he was unable to reach his sales representative for follow up.  The sales rep no longer works for Pella.  Sales rep ******************* has reached out to ******************** to address his concerns and follow up from there.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 30 March, I sat down with Pella windows and set up the purchase and replacement of 3 windows. I was given the option to finance through "green sky" which i decided to do. I was informed it would take 8 to 10 weeks to get my windows made, delivered and installed. I was visited by a contractor who took the measurements of the windows the next day and again was told 8 to 10 weeks. I was contacted by a pella PM named "******" who scheduled my installation for August 29th. The day of the installation, no one showed. I reached out to the sales person that sold me the windows to see why no one showed. "******" (the project manager), emailed me to say that he had the "wrong number" (even though he called me before) on file for me and that he couldn't find one of the windows for the project in the warehouse. After his explanation, I agreed to reschedule based on what ****** said he would do. First, he would verify he had the windows. Next, call me and let me know he had the windows and finally confirm the new installation date. I also followed up with an email to both the sales person and ****** that I would agree to the rescheduling if he followed through with what he said he would do. I also stated that if no one showed on the second installation date, I requested to cancel the order and have the green sky account created for me deleted. He never called me back until the day of the second scheduled installation date. His call was only to inform me that he didn't ship my windows to the correct warehouse and wanted me to yet again, reschedule. I refused his offer and asked for a cancellation of the project. I have called Pella multiple times now to cancel the project only to be given the "ill forward this to the manager" response with no return call. Any business that operates like this should not be in business. Asking a customer to reschedule their lives around multiple times due to incompetent operating procedures is not acceptable.

  Business response

  09/16/2022

  The customer *************************** address is in ******* Pella Windows and Doors of ********** does not do business in the ****************.  If there is a ********** Address please advise.  

   

  Thank you,

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

  Customer response

  09/17/2022

  [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 is satisfactory to me.
  
  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. ↩