ComplaintsforPella Windows & Doors

• Initial Complaint

  02/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My main reason for contacting Pella was to replace the old, broken storm door on the front of my house, but the back doors weren't in great shape, so thought I'd get them all done at the same time. A quote for $******* was sent to me at the end of August, 2022. It's now February of 2023, and I still have no front storm door, and the back door not only cannot lock, it has a knob that keeps falling off. Installer discovered the front storm door was FIVE INCHES too short. I was told it would be taken care of. Next I got an invoice from Pella for $*******. I returned the invoice with a note that I didn't have all my doors yet, the doors I did have weren't working properly, and I was not about to pay for something I did not receive. The salesperson came by with an allen wrench and put the knob back on the rear door (it fell off again later, and continues to fall off). He said some things about the door not being installed properly, which was why it wouldn't lock. Again: the door was installed BY PELLA. The salesperson assured me over and over again that they would take care of me, it wouldn't be a problem, he would make sure the invoice was adjusted to reflect what I actually received, and a "bonus for my trouble." I got another invoice from Pella for $*******. I work out all the math, removing charges for the door I never got, a third of the installation costs, and a third of the materials, which I broke out and sent them. It's now early February, I still don't have a front storm door, the back door doesn't lock and has a handle that falls off so often that we keep an allen wrench next to it. They sent ANOTHER invoice, still not crediting the full amount, aged another 30 days, with NO contact from management, accounts payable, or anyone but the salesperson (who keeps assuring me "he'll take care of it," but nothing changes).

  

  Business response

  02/22/2023

  The front storm door was originally the incorrect size. Due to supply shortages, there was a temporary suspension on the correct storm door size. We are now able to order the correct special size door for this customer and we have a meeting set up for today, 2.22.23 to finalize the details and place the order.
  Our service technician is scheduled to repair the back storm door on March 1st. The door is not latching and an adjustment is required.
  Once the front storm door is installed the customer has agreed to pay the originally quoted price. Nothing has been reported to the credit bureaus; the customer was receiving monthly statements detailing the account balance. The job will be completed as originally quoted to include the installation of two Storm Doors and an Entry Door.
  

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