ComplaintsforPella Windows & Doors, LLC

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a rep.Pella Windows of *********, ** come out to my house in ********, **. I own a historical home that was built in the late ****s and needed the 4 big windows replaced with the same exact numbers of panes and size, which was six over six panes. The representative, *************************, and I went over the exactness and specifications of what I wanted. ***** sent the contract electronically, which I signed, thinking it was the same windows we had painstakingly gone over. This was in October. Someone came out to the house and took final measurements and even had pictures of my existing windows!The windows that showed up to be installed in **** were not the windows ***** and I had discussed, the panes and the window measurements were off. The windows had nine over nine panes. I talked to ******* of Pella window of ********* and explained these were not the windows I had ordered, that I owned an historical house which the windows are a big feature. His reply to me was, I am with a customer and I cant talk to you now. He never called me back. I just spent over $18,000 for 4 windows and he cant be bothered? What poor customer service. I talked to another person from Pella who yelled at me and told me I had to have the windows installed and I was holding everybody up, and that the window sashes could be replaced. I felt a bit intimidated. I also called *****, the sales rep.and explained the situation. He acknowledged the windows I had discussed with him were six over six panes, but when he pulled up the contract electronically, it had reverted to a generic window, which was nine over nine. He also said the sashes would be replaced with a six over six sash. The installer gerryrigged the window frames to fit and installed the windows. These windows detract from the historical context of this house. I am disappointed with Pella customer service, their workmanship, and follow through. I am still waiting to hear back about the sash replacement, which I should not be charged for, and about the screens that were never installed. I feel Im getting the run around and no one is responding to my concerns.I look forward to your timely response.

  

  Business response

  07/20/2023

  ***************** has been contacted and we have resolved her concerns. 

  Customer response

  07/21/2023

   
  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,
  
  *********************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have called the company at least five times. Over a month ago, I paid for someone to come inspect the windows. He measured the ones that need repair, one needs replacing, seal is broken. They have come back two more times to measure defective window. I have asked if window has been ordered four times. Reply was they needed to come back and measure. You would think they could get it right the first time. Still no call to say this is my price to install and repair all broken window pieces. So frustrated. Thought we were buying the best. I suggest going anywhere else.

  

  Business response

  02/10/2023

  We spoke with Mrs. *** and she will be removing her complaint as this work was completed some time ago. Thank you. 

  Customer response

  02/10/2023

   
  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,
  
  ***** ***

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Initial Door consult and quote done on 2/27/2021 - project was partially paid and set for April 2021- June 2021 Install. Due to supply chain issues the install was re-scheduled and pushed back 5 times. Until the install was scheduled to be done 12/8... at that time we found the door we had been waiting so long for was mis-measured and needed to be re-worked and in the install rescheduled. The door was re-worked and installed on 12/29. The door itself is as expected. Due to all the issues with poor/lack of communication regarding the installs and missing work due to taking time off for the installs they offered a $200 discount on the full project which was over $10,000 The next concern came with the install. The crew stated our current handle on the previous door wouldn't work as it was too short with one of the internal mechanisms. I was told to purchase a new handle. They took the internal mechanism but left the rest... to later learn the part is adjustable and we didn't need to purchase a new handle, but we were then unable to get the part back. Lastly our interior wall damaged during the install up next to where the frame was installed). I was told the first week of January they would be contacting me to fix this as that should be repaired. However I have yet to hear back from our account rep or anyone at Pella despite multiple calls and emails. I have the email and text chains with dates, times etc for confirmation.

  

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2022/02/15) */ Thank you very much for bringing this to our attention. We are now scheduled to resolve the issues. Thank you. Consumer Response /* (2000, 7, 2022/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Currently we have been contacted and have an appointment scheduled for the repairs.

*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. ↩