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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The date of the transaction was December 27th, 2023 with Pella Windows. We were sold on quality windows that would reflect the heat and noise for $23,921.00. They used a heat lamp in their demonstration to show how the windows would feel no heat and they would cut down on noise, also energy efficient. The windows they installed were worse than the builder grade windows we had before. We are very disappointed with the quality of these windows. The glare and heat through our windows even makes my dining room chairs hot. The noise level is worse than before and the temperature is the same as before. We feel we were totally lied to and their advertising on their website is false. They do not stand behind their product. We have been dealing with ************************* and *********************. ** said there was nothing they could do about it. I have also file a complaint with the *************************
Business response
02/28/2024
Thank you for your feedback. Pella of Oklahoma technicians are scheduled to be at the ****** residence first thing this Friday morning. At that time, we will do a full analysis of the installation and fix and potential problems or issues we discover. The windows are in compliance with what the customer ordered, and we stand behind our products. We apologize for any inconvenience or confusion this may have caused.Customer response
02/28/2024
Complaint: ********
I am rejecting this response because:
Their advertising states energy efficient, noise reduction, and reduces sun glare of which none are true. Everything the salesman told us and showed us in their demonstration was lies! They sent **** from their office to look at these windows and he agreed with us. They do not reduce noise and the heat comes thru the windows. They are coming out Friday just to correct their sloppy installation and to replace the two broken windows from shipping after waiting six weeks to get them. Totally unacceptable!
Sincerely,
***************************Business response
03/08/2024
After our technicians came out, we did discover some issues with the glass in a couple of the windows. We have ordered new glass units to address these issues which will help with energy efficiency. We also addressed installation issues and corrected. We will ensure the customer gets the proper items ordered at the price agreed upon.Customer response
03/08/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
***************************Initial Complaint
06/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I contracted with Pella to replace my home's windows on 6-27-22. All the windows but one arrived for installation. The last window to be installed over the front door arrived 5 to 6 weeks later. After installation, it was discovered by the Pella crew to be damaged. Pella shipped a 2nd replacement window; it too was damaged during shipping. A 3rd window was shipped and sustained damage.Pella says the window is only scuffed and it will not be visible after installation. I enclosed pictures of what Pella insist is only scuff marks. I will also include the email chain for your review. Thank you!Business response
06/21/2023
Thank you for your inquiry. With over 100 years in business we take customer satisfaction seriously and are glad to hear from you. First, I would like to apologize for the frustration you've been experiencing. I want you to know that we appreciate your feedback. We'd like the opportunity to resolve your concern and earn your continued trust. We are truly sorry for the inconvenience. The pictures sent are not indicative of a factory defect per Pella spec's. We have been in constant communication in regards to this matter and will continue or we will gladly refund you the cost of the one window. Let any of the Pella of Oklahoma associates that you have been in contact with know your choice in resolution. For any questions or further assistance, please call me at ************.
Best regards,
-PPCustomer response
06/21/2023
Complaint: ********
I am rejecting this response because: Nine windows are installed and only one had some scratches on the inside caused by the installer. The damage indicated in the picture of the window that I inspected at the Pella warehouse, is not a specification. I expect the window to be new and free from any defects for $1,900.00 plus installation charges.
Sincerely,
*****************Business response
07/10/2023
Complaint resolved - see attached picture.Customer response
07/11/2023
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.
Sincerely,
*****************
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.