ComplaintsforPella Window & Door, LLC

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  July 11,2023 I entered a signed contract with Pella to replace a leaking Pella window. The salesman had talked to the installation dept prior to giving me a contract for $3800.01. This paperwork was produced within hours, delivered, & required a $2100 deposit at signing.After the installers came to the site to view the job the price increased to $9200.00! Why did they not view the job prior to entering a contract? I did not agree to this huge increase; therefore, Pella said they would refund me, no problem. Another local reputable window company looked at the job and quoted about half the price so I requested a Pella refund on Friday July 28th. It has been 7 days of excuses for the refund delay. Because Amanda, the "refund lady", was on vacation thru July 28th is not a valid reason for withholding my money a week. Pella is super quick to collect but negligent if they have to refund...even though they initiated the contract after discussing details with their own installers. All I want is to be made whole.

  Business response

  08/07/2023

  We do apologize for the confusion. There was a misunderstanding between our service department and our replacement sales department on how the window need to be replaced. A refund was sent to Mrs. ********** last week. 

  Thanks, 

  JS

• Initial Complaint

  07/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed our $45K windows and doors order in mid-March. Was told 19-25 weeks. Pella Irmo received full payment from the finance company. Our first payment is due in August (which would have been fine when we were receiving our windows by mid-August) but now they have pushed our delivery back to mid-November. Salesperson and regional manager keep saying they will get our payments pushed back, since we have not received any product yet, but can barely get them to respond and when they do, it is the same story. No windows until November and neither has followed through with their promise to get our financing pushed back. This has cost us money on our remodel, that has now been delayed by 3-5 months (based on dates I was given at the end of April). It has also caused a lot of stress and anxiety dealing with this project that was supposed to be exciting, but has turned into a nightmare. We have asked for some compensation and not heard anything back.

  Business response

  08/01/2022

  Business Response /* (1000, 5, 2022/08/01) */ We have spoken to the homeowner a few times. We had our owner reach out to Pella Corp. to escalate her order to try to get her products manufactured and delivered faster. Unfortunately, with the current supply chain challenges Pella Corp is facing they denied our request. The homeowner did ask for compensation for the longer lead time. In our contract it states that the delivery lead time is tentative and is subject to change. Once the products are delivered, we will discuss the possibility of compensation. Consumer Response /* (3000, 7, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) It took us numerous phone calls to even get a Regional Manager to call us back and that was only when I contacted Pella Corp Customer Service. I would like documentation that they actually contacted Pella Corporate with this request and Pella Corporates actual response, as they have lied to us multiple times about other "things" they would do, to include: 1) Call us back. 2) Get our financing deferred (2-3 times I was told they would do that for us and then I had to call the finance company to get our first payment moved from August to October), 3). Sam told us that Pella had moved it's window factory and that was part of the delay, now it is supply chain issues. I would be fine with the delivery date(s), if they had not quoted us 15-25 weeks, which I looked back at my notes from the day we were in their showroom and had jotted various items down and that was one - delivery 15-25 weeks, not 19-25 weeks, as I had previously stated in my complaint. 4) End of April I called to get a status update and Sam told me that a partial delivery of our order to begin on June 1st, with delivery of various windows/doors every couple of weeks, with the last being delivered in mid-August. June 7th, I called Sam about where the windows/doors, they said would be in on June 1st, were at, it was then told that Sam told me they were delayed until end of October/beginning of November. Almost 13 weeks into our 15-25 week quote they added 8-11 weeks onto the delivery. Now being told it will be November 14th (so an additional 11 weeks)for all but one and mid-December (an additional 15-16 weeks) on that last one. Sam the salesperson told us mid-June that Pella had moved their window facility and that too was impacting the delivery. He also told me that they would not delivery partial orders, because they know that partial installations will not be done. We did not contract Pella to install the windows and told Sam that in the very beginning, hence the multiple delivery dates that he told me about at the end of April. No, I do not accept their response as they received 100% of their money and then doubled our timeline after the initial timeframe the windows/doors would be completed and then changed it again after giving me dates for them to start coming in, beginning June 1st and did not notify us after giving us these exact dates of which windows/doors would be un and us scheduling for completion of our remodel. We have been mis-lead, not kept informed, delivery date keeps changing, which is costing us money in more ways than one and various times being told they would call me back or call the finance company to get our payments deferred. I do not trust that anyone, much less the owner actually called and made this request, which is NOT asking for our order to be delivered early, just within the timeframe that they quoted when we came in and placed the order and then dates they gave us at the end of April. Them "discuss the possibility of compensation" after delivery...if this is what they are putting us through now, when they have all of their money and we have no product, do you really believe they are going to do anything for us after we finally get our windows/doors? Business Response /* (4000, 11, 2022/08/11) */ OUR OWNERS REQUEST This is Denny Van W** the Principal @ 767 and I am requesting Escalation for our order numbers: ********** and ********* per Bulletin # XX-XXXX. Both of these orders qualify and are critical in regards to their circumstances and our need to take care of the customer. Please let me know if you need any additional information from me. I appreciate your support and look forward to anything that you can do to help us out. Thank you, Denny Consumer Response /* (3000, 18, 2022/08/22) */ I could not respond as I have been sick, we do not accept their response as anyone could type the same thing. This was not an official document and there was no response showing from Pella Corporate. If our windows are not ready by the end of August for delivery, we want compensation for every week that we have to wait as this delay has cost us money with delaying our remodel, and the stress, anxiety and time that I have had to spend regarding this issue. We are not satisfied with waiting for them to decide "Possible" compensation after delivery of the order. We want to know what they are willing to do to make this right. Business Response /* (4000, 20, 2022/08/22) */ I have emailed Mrs.***** a screenshot of the conversation between our Owner and Pella Corporate that clearly shows our attempt to have her order moved up and their response. Consumer Response /* (4200, 22, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We will not accept as there is no "PROPOSED RESOLUTION". So according to what is on the screen shots, if this order (would like to know when it was actually placed - the date), it could have been marked "rapid" when the initial delay was told to us mid-June and it possibly could have been moved up? But it took NUMEROUS phone calls/discussions, etc., before anything was even done. This order was quoted 15-25 weeks and 19ish weeks into this,(almost 5 weeks after we were told about the delay) we find out that they could have made this "rapid" request and it may have made the original, quoted timeframe and not added an additional 11-16 weeks? Unacceptable and a huge inconvenience and cost to us (financially and stress related). We bought $45,468.04 in windows and doors, that we have to start paying for in October, but won't received until "maybe" mid-November and December. We want compensation and will continue to pursue this. Pella is only responding in a timely manner now, because we contacted the BBB. Prior to submitting a complaint, it was a minimum 2-3 weeks before they would call back, if at all. They have 100% of their money and we are delayed in remodeling and it is causing a lot of stress and anxiety, on top of the additional cost to us. Business Response /* (4000, 24, 2022/08/30) */ Mrs. *****'s contract was signed on 3/9/22 and the order was full processed on 3/18/22. As previously stated and as it reads in our contract - 5.DELIVERY - Seller will not be responsible for delays, caused directly or indirectly, by labor disputes, weather, fire, war, governmental interference, natural disaster, transportation delays, shortage or unavailability of materials or products, acts of God, or other causes beyond the control of Seller. There will be no compensation given at this time. Thanks, Josh

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased Pella sliding glass doors in March 2021. They were installed on May 2021. The opening door looked great. The second door the blinds were not working. June 2021 pella tried to repair but were unable to repair. Second door on July 20 same problem. Spoke with ******** on July 28 2021 said she would get another door and have it soon. Third door October 2021 same problem. Forth door arrived December 2021 same problem. Blinds were all damaged. I have not heard from her until I called her on February 16,2022. She stated that the next door had the same problem and she would get back to me. I have not heard from her since. Put in another call April 12, 2022. Still waiting.

  Business response

  05/04/2022

  Business Response /* (1000, 5, 2022/04/16) */ ***** is correct in that we have unfortunately received 4 defective panels from Pella the manufacturer in an attempt to correct her situation. We talked with ***** on Tuesday the 12th and are scheduled to take care of her this Tuesday the 19th assuming that the now the 5th panel is not defective. This is a very unusual situation and we are very sorry about this series of events, but unfortunately we have no control over the manufacturing. Consumer Response /* (2000, 11, 2022/04/25) */ Hi We have a new door. Thank you so much for all the help. You can close down our case. Thanks again

*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. ↩