Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pella installed an entry door and storm door in October, 2024. Both doors have issues with locking and unlocking. I initially only noticed a problem with the entry door and a *** came out to look at the door, said the issue was fixed but it wasn't. First week of December, two ***s came by and looked at the entry door as well as the storm door since I at this point realized there was a problem with this door as well. They identified the issues, took pictures and submitted them to ***** at Pella. I was told the entry door is bowed which is what is causing issues with locking and unlocking it. This particularly is a concern as it causes a safety hazard when the lock jams and I am unable to unlock it to exit my home. The ***orted the issues were provided to *****. Understanding the entry door is bowed, my request was to ***lace the entry door with a properly shaped door. To my surprise, ***** scheduled another time for a *** to come take pictures and video which was done by the same *** the second week of December. Per ***** a claim will be filed. Because these items are supposed to be under warranty, I posed my confusion with the obvious delays. The last text I sent to *****, 12/11/24, regarding my inquiry as well as to when the storm door will be fixed and the entry door ***laced received no response. As mentioned, these non-functional doors are posing a safety risk as the entry door lock keeps jamming and I cannot unlock it to exit. And to not have the ability to lock the entry or storm door raises a safety risk of strangers entering my home. Please assist me in getting this issue resolved immediately, and help me have Pella stand by the warranties they boasted about when I decided to not only go through them for these doors but for 6 windows on my home. Thank you.

  Customer Answer

  Date: 12/16/2024

  Please find attached picture of entry door where it is obvious the door is bowed. I sent this picture to ***** at Pella a week or so ago. So she has this picture along with the ones sent by the representatives who came to my home twice. Also, the representatives likely have more pictures, measurements, video, etc. Thank you. 

  

  Business Response

  Date: 12/18/2024

  December 18, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ***** ****** BBB ID #********
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that Ms. ****** has presented regarding her entry door and storm door.
  
  Pella Corporation and Pella Tennessee, LLC continually strive to provide superior customer service. We very much regret to learn of the difficulties that Ms. ****** has experienced with her order, and we sincerely apologize for the frustration this has caused. 
  
  Pella Corporation is not a party to the purchase contract between the customer and **********************. Additionally, the brand of doors are not Pella-manufactured products, rather they are manufactured by ******. As such, we are unable to assist with this matter. 
  
  Respectfully, this is Pella Corporation's final response to this specific customer complaint. We recommend that Ms. ****** work with the distributor to seek an amicable resolution regarding her ProVia doors. If she has any additional questions or concerns, the local sales team may be reached at ************. 
   
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
   
  ****** *******
  Customer *********************************** Specialist
  Pella Corporation
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22690429
  
  I am rejecting this response because:

  At the time of agreeing for Pella to install my windows and doors I was assured if there were ANY issues they would take care if it. I was not once told I would have to go through a third party to handle mistakes made by those they hire out to get the job done. Had I been informed of this, I would have gone with another company.  This said, I firmly believe the follow up with this third party company should be handled by Pella not by me. Pella passing such follow up to the consumer is poor business practice. I have serious health issues I am dealing with and working through and do not have the time or energy to do Pella's job for them. This said, I duly request that Pella do their job and follow through with this issue and resolve the problems with the doors caused by individual's they hired who were obviously not qualified for the job I paid much money for. 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 12/18/2024

  I would like to add, although there were obvious delays, Pella was looking into the issue of the doors. The most recent text I received from ****** which was sent after I submitted this complaint read as follows:

  "Good morning *****,

  Yes, the windows and doors come with a warranty, however, we have a **** that handles those claims. I sent the original claim and they requested more information, which were the pictures the tech came out to take last week. I have sent those pictures to the warranty **** and am waiting an update. I will update you on the status and any dates as soon as I have them. Thank you"

  The above denotes they were still working on this, yet, now that they know I submitted my complaint with BBB, they are backing out and now pushing me to take care of the problem. As if punishing me for making the issue known. I will say again, I duly request they take care of the problems their third party individuals posed and get my doors fixed right away. 

  Thank you

  ***** ******

  

  Business Response

  Date: 12/20/2024

  December 20, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ***** ****** BBB ID #********
  
  Dear Mr. ********************** you for your additional correspondence. I am writing to follow up with ********** rejection to our previous response.
  
  Pella Corporations position remains unchanged from the response previously provided on December 18, 2024. Pella Corporation is not a party to the purchase contract between the customer and **********************, and the brand of the door in question is not a Pella manufactured product, but rather ProVia, which we cannot assist with.
  
  Should Ms. ****** have any outstanding questions or concerns, we encourage her to continue communications with the local branch as they are in the best position to assist in coming to an amicable agreement regarding this situation and her ****** brand door. They can be reached by calling **************.
  
  Respectfully,this is Pella Corporations final response to this specific customer complaint.
  
  Thank you again for the opportunity to review this matter.
  
  Sincerely,
  
  ****** *******
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22690429
  
  I am rejecting this response because:

  On 12/27/24 I spoke with manager, **** and administrative manager, *****. During our conversation **** admitted he now has a better understanding of what is going on. He is sending **** to look at the door to see what is wrong and assess the fix. He said he would have been the one to come but he is on vacation. He also admitted with how many times the door has been assessed, there is obviously something wrong that needs to be addressed. **** was scheduled to come to assess the entry door 1/2/25 at 8AM but just called and moved the time to 9AM as he is running late. Per ****, **** is to call him while he is here to let him, ****, know what issues are found.

  Also, ***** let me know the parts for the storm door are expected to ship 1/6/25. Per ****** there are 3 parts needed to correct the issue with the storm door. My hope is they will be out quickly once the parts are received for the storm door. I am also hoping **** will be able to determine the issues with the entry door 1/2/25 so we can get moving on fixing the entry door as well. Not having functional doors since the install 10/24 is not a good thing. 

  I will update this claim after Beau's assessment. My hope is the faulty door, along with the storm door will be fixed so they are both usable.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had all our windows ***laced by Pella except garage windows as well as a picture window in our basement. We also ***laced 3 doors (front door & 2 porch doors) during the process. Our windows look fabulous but our front door not so much. Although , we paid in FULL up front for a slight discount we were told that it would be completed to customer satisfaction. Don't worry they stated. Unfortunately , that is not the case?Our front door has a large gap 3/8 inch around the entire perimeter of the door on the inside although the outside appears correct. The door also measures much smaller (several inch difference)than our original solid wood door. According to install papers : CHECK SLAB TO FRAME MARGINS - INTERIOR Achieve and maintain a 1/8" to 3/16" margin, all corners. Again , ours is 3/8 around perimeter.Sadly , the people who can do something (help customer) leave money on the table if they agree with the consumer? They are paid upon job completion so definitely a conflict of interest. Installers are paid at the end of the install . They take photos and submit to Pella for reimbursement. The door *** and installer says thats the way that door is. Its the max space allowed by manufacturer ********. Not sure why customer would want almost a half inch gap around their door but thats what we were told.The several installers 6-8 on install days felt it too was off. They tried adjusting for hours but it just didnt fit properly until a supervisor came and said ; no its correct Funny , he is the one who measured originally?********* (manager) who we reached out too as well never got back to us until I contacted the sales *** again. He too never came to look at our door ?Asking for an amicable solution he had none. He stated the door is cut by machine ? He claimed that he has never had anyone mention the gap and his only solution was to move door to one side which would make gap much larger on other side.We asked for a discount or new different door

  

  Business Response

  Date: 12/03/2024

  December 3, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ***** ****** BBB ID #********
  
  Dear Mr. ********************** you for contacting Pella Corporation. I am writing to follow up on the concerns that Ms. ****** has presented regarding her Pella entry door.
  
  While we are pleased to hear of Ms. ******* satisfaction with her recent window order, we regret to learn of the difficulties she has encountered with her entry door and sincerely apologize for the frustration this has caused.
  
  Upon receipt of your email, I contacted Pella Tennessee, LLC. Mr. **** ****, the Service Manager, advised that he is scheduled to meet with Ms. ****** on December 6th, 2024.
  
  Pella Corporation is not a party to the purchase contract with the local Pella distributor, Pella Tennessee, LLC. As such, any warranty associated with the installation labor or installation process would be provided by that company and is not associated with the product warranty provided by Pella Corporation. Additionally, we were not a party to the conversations prior to the purchase of the product or the measurement process of the openings. As such, we encourage Ms. ****** to continue to work with the local team on a resolution. If she has any additional questions, the local service team can be reached directly by calling ************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** *******
  Customer Experience
  Case ***********************************************************

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22607941
  
  I am rejecting this response because: the door is at the max allowance and quite frankly looks awful from the inside    The locking mechanism and bolt are very visual , too    All they responded was it meets allowed gap ?  Said we have no option but to accept    No offer of discount , new door or anything    We spent over 7 k for the front door and nearly another 4 on side doors and one of those has some bowing     Very disappointed in the manufacturing of these doors    Again , if the measurer measured wrong he is penalized    If it was the installer he is not paid    Too many incentives to not protect customer    Very disappointed in our doors from Pella    We spent over 80k on windows and doors and paid in full and were told to customers satisfaction    The front door and back door are not to our satisfaction    Windows were good 

  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 12/13/2024

  December 13, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ***** ****** BBB ID #********
  
  Dear Mr. ********************** you for your email. I am writing as a follow up to Ms. ******* rejection response.
  
  Pella Corporation and Pella Tennessee, LLC continually strive to provide superior customer service. We very much regret to learn of the continued difficulties that Ms. ****** has experienced with her installation, and we sincerely apologize for the frustration this has caused.
  
  As stated in our initial response, Pella Corporation is not a party to the purchase contract with the local Pella distributor, Pella Tennessee, LLC. As such, any warranty associated with the installation labor or installation process would be provided by that company and is not associated with the product warranty provided by Pella Corporation. Additionally, we were not a party to the conversations prior to the purchase of the product or the measurement process of the openings. As such, we encourage Ms. ****** to continue to work with the local team on a resolution. 
  
  If the customer has any additional questions, the local service team can be reached directly by calling ************. Respectfully, this is Pella's Corporation's final response to this specific complaint.
  
  Thank you for the additional opportunity to review this matter.
  
  Sincerely,
  
   
  ****** *******
  Customer *********************************** Specialist
  Pella Corporation
  

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22607941
  
  I am rejecting this response because it seems like they all blame each other    Again as stated in original complaint installers dont get paid if its not done correctly ?  Measurer not paid if not measured ?  The manufacturer states that *** is standard ?  Not sure how a *** that size is satisfactory    Seems like Pella just doesnt offer a solution except within standard   Very disappointing 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am working with the Nashville Pella Window and Door location. I signed the original agreement to have a back door replaced as well as an addendum to have a retractable screen added on 4/4/24. The salesman said it would be about 6 weeks before they would be able to install. The new door itself was installed at the end of May. However the new retractable screen was not. They told me they were missing some parts. I have followed up multiple times and they have not been able to schedule the install. **** in their customer service department (who I have called and spoken to at least twice) promised to keep me updated on what was happening behind the scenes and this has not happened. It is now July 10th and I have no screen door or even a date when it will be installed! I need this to be completed!

  

  Business Response

  Date: 07/15/2024

  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ****************** has presented regarding his service experience.
  
  We sincerley apologize in regards to the lack of timely communication from the local team at Pella Tennessee, LLC, regarding Mr.Mechleys Genuis Screen being installed on his ProVia Entry Door.
  
  As the customer may be aware, neither the Genius Screen brand nor the ProVia Entry Door brand are affiliated with Pella Corporation,and are not manufactuered or supported by our business. As an independently owned and operated ****************************************** Window and Doors is responsible for addressing all sales, service concerns generated by their team, and/or warranty related concerns for their customers.
  
  However, as a gesture to the situation, I contacted the Installation Administrative Manager, ***************************, and was advised that the previously missing Genius Screen parts have an Estimated Time of Arrival to their business of July 23rd. I was advised that their team would be contacting ****************** on July 12th, to schedule the appointment to finish the screen work.
  
  We encourage the customer to continue communications directly with Nashville Pella Window and Doors to reach an amicable resolution,as they are in the best position to assist him with his product purchased from and produced by manufacturers other than Pella Corporation. They can be reached by calling ************.
  
  Respectfully, this will be Pella Corporations final response regarding this specific Genuis Screen installation concern.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case ***********************************************************

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2023, Pella arrived to install two doors that we had purchased from them. The front door was installed with no issues. The side door that we ordered did not open the correct way and it was taken back to the warehouse. We were told that they would correct this issue and be back out to install it. On multiple occasions we scheduled to have the side door installed. Each time there was a reason that the door was not able to be installed. It had the wrong hardware, the door was damaged, and various other reasons it could not be installed. I received yet another call today in which I was told that the door arrived at the warehouse damaged and would need to be sent back and have another door shipped out. It has been over five months that we have been waiting for this door and the delays continue to add up. I have asked that the order for the side door be canceled, but was told by the salesperson that the order could not be canceled. I am asking for help in canceling the order for the second door since it has been more than 5 months.

  

  Business Response

  Date: 05/23/2024

  May 23, 2024
  
  *************************
  Better Business Bureau
  ******************
  ********************
  
  RE: *************************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that *************************** has expressed regarding quality concerns and order delays.
  
  Pella Corporation is not a party to their purchase contract with the local Pella Window and Door distributor, Pella Tennessee, LLC, nor a party to the contract with the subcontractor. As such, we are unable to provide assistance or direction in the matter of seeking monetary compensation or reimbursement for their experiences. The customer will need to work directly with those parties to discuss compensation.
  
  Mr. *************************, the Retail Sales Manager for Pella Tennessee, LLC, advised that the local team is watching this order closely and has taken all quality alert steps. They expect the order to arrive in June and will be in touch to schedule with the customer. He also informed me that it is too late to cancel the order.
  
  We encourage the customer to continue working with the local Pella distributor towards an amicable solution. Their team can be reached directly by calling ************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ***************************
  Customer Experience
  Case ***********************************************************

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/20/2023

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

  Customer Answer

  Date: 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

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  ***** ***