ComplaintsforPella of Columbus, LLC

• Initial Complaint

  04/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was charged $175 for "service" that I did not need (I only even agreed to it because the sales rep told me I needed it) which took less than 1 minute and was clearly not needed. I believe that the sales person knew that the service was not needed but suggested I had it done anyways as a way to make a quick $175. I originally had a sales rep come out to my house from Pella to give me a quote on new windows. When he arrived he gave me a quote on a few of my windows that were not Pella brand, but saw two pella brand windows in my bedroom that appeared to be failing due to a black substance on the panes as well as some gunk coming out of the wood. I told him I would be interested in a quote for new windows in the bedroom and he specifically told me I did not need new windows. Instead, he told me to have Pella service come out and they could "replace the sashes" and it would be like I had a new window. I said, OK, and called Pella Service. While on the phone with Pella service they made me aware that there would be a $175 charge on my account but suggested it was just a temporary hold to book the service. Since, I thought they would be replacing the sashes, I thought it was a fair amount even if it wasn't just a hold, and gave them my CC info. Fast forward to the service date and a gentleman comes to my home, goes to the window, immediately within 10 seconds says its not a window failure and that I could get rid of the gunk via a blade. Leaves my house within 2 mins of arriving. To any expert it should have been clear. I believe the sales person knew and was lying to me. I called and requested a refund of the $175 fee as they clearly were upselling me on service that I didn't need. The manager said he would look into it (after arguing with me that I should have known - I'm not a window expert) and to this point has not called me back. I would like my $175 back and an apology for the predatory practices Pella displayed.

  

  Business response

  05/02/2023

  We were able to reach the customer and work through this issue, a refund has been processed and the customer was able to voice his concern to us about the individual he spoke with. We came to a mutual agreement and the customer was satisfied with the outcome. 

  Customer response

  05/08/2023

  I accept the business's response to resolve this complaint.
  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. ↩