ComplaintsforPWD-Austin LLC

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pella installed a sliding glass door at the back of my house almost 2 years ago during Covid. They used a sub contractor That they no longer use anymore due to shoddy craftsmanship. During this last rainy season I noticed that my hardwood floors were beginning to bubble up and lose color and split apart at the seams. After one particularly heavy rain I walked down to my kitchen to grab something to drink in the morning and step in a puddle of water. My floors began bubbling up and peeling back pretty significantly in front of the sliding glass door. I tried over and over again to get ahold of somebody in the Pella organization but I just kept getting sent to voicemails or was told to leave emails. No one ever contacted me back at all. Finally I was able to get ahold of the recovery coordinator and she sent someone out to look at my door and floors. Everyone that has come out to look at my door and ****** has agreed that the subcontractor that they used we're very unprofessional and not good at installing the doors hence why they no longer work with them pelafinally had someone come out to remove my door and look at the prcalm up at which point in time I had to help him peel the door out of the frame And it began to bend During the removal. After we got the door out he was supposed to clean it by taking apart the bottom threshold. Once you peel back the lining on top there was an entire puddle of water and black slimy mold In the bottom of the door frame. I called up the project manager and was on the phone with him arguing for quite some time period I told them that I wanted a new door and he didn't think that that was gonna happen and he also said that the flooring pretty much was not their problem. Since then Anytime I call or text I get no reply and no one has come back to finish installing the door there is no trim on the outside and the trim on the inside has not been properly installed either.

  Business response

  05/25/2023

  Tell us why here...Installer *************** was sent out to remove and reinstall the existing door on 4/25/23 to ensure the proper Pella install methods were followed. The door was in good working order, sliding and locking properly. Gio cleaned out/removed all the existing sealant that was previously installed and applied all new Pella sealant between the door threshold and the foundation. There were no signs of leakage present at time of removal. While removing the the door, *** discovered the weep holes on the bottom of the door had been plugged up which caused water to catch inside the weep channel of the door. The customer was present when this was found and saw that when Gio unplugged the weep holes water that had been trapped inside the weep channel of the door came out and onto the outside deck area. The door is designed with these weep channels in order to manage the water from outside and prevent water from coming through the door. The water remains inside the channel even when plugged up from debris. When the customer saw this he got upset and began demanding a new door. It was explained to him that the door was in good working order and his product and installation warranty remained intact. At this point he told us to not reinstall his door and to leave the opening unfinished. We spoke with him and explained that leaving the 8x7' opening without a door would potentially cause a problem with water infiltration. He agreed to have us install the door but would not let us complete the exterior trim, paint, and other finish out. The Ops GM spoke with ****************** and attempted to have him allow us finish the install but he refused demanding that the door be replaced. 
  
  
  ****************** is also claiming the door leaked and caused damage to his interior flooring. We have and can provide photos from the job site verification that was completed prior to the original install showing the condition of the flooring at that time. The current condition of the floor is no different than it was prior to installation. picture of damaged floor is attached More are available if needed

  Customer response

  06/01/2023

  Complaint: 20100110
  
  I am rejecting this response because:
  i am only allowed a maximum of 5 photos to share but these are the worst I have. Here's the timeline as I can best recall from text conversation and picture time stamps. Starting in November late, and December is when I noticed the floors becoming warped and the caulking looking gross. I started to see the trim on the inside separate. This is when i began calling and getting no response. emails, nothing-phone call messages, nothing- until April 20 when ******* finally called me. She sent *** out with an installer to redo the trim. He only did the upper trim with fir wood and not hardy board. He removed the old outside caulk on the cement and he covered up the weep hole. No one came to look at the inside, or check his work. After that, *************** came to look at the inside and sent *** out to remove the door. That's when we saw all the water damage to the flooring and the lower framework. That's when I got very upset and asked for the new door, because it was bent during removal and filled with mold and gross filthy water and did not shut or open smoothly. I have plenty more pictures to prove all this, as well as video, but i can't post it here. Your company is responsible for the damage to the floor.  The fact that your company and employees communicative skills are the worst helped out a lot. This could have been solve 5 or 6 months ago. I want my flooring replaced and the door serviced and the trim finished. Thank you
  

  Regards,
  
  *************************************

  Business response

  06/02/2023

  Unfortunately we do not have anything to add. Our customers floor was damaged as evidenced by the pictures before we began work. Additional the product purchased and installed meet all of Pella specifications and are fully warranted for lifetime on the product and 20 years on the glass.

  We have offered to finish out the trim as contracted but our customer has refused that service.

   

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Living room windows were installed 3 years ago. They were never opened due to our physical incapability to bend down and lift the windows open. They always leaked air, you could feel the cold in the winter and heat in the summer. Pella sent out a technician to evaluate the windows. The technician had to alter the windows (cut the stripping) to allow the windows to close. He told us not to open the windows anymore. He told us the company received lots of complaints on these certain windows. He showed us how the windows should have been opened and closed. We were told by the company that these windows were generally problematic. Pella is unwilling to replace a company wide defective window. They offer to send out a technician again to show us how to use the windows that are broken. Manager said replacing the windows wouldn't make them work better. Part of manager's response: The issue is air infiltration, I looked up the original order and found these are Pella's basic vinyl units. I have received this complaint from many other customers who have this product. New sashes, will not correct it, new windows will not correct it. Only way to correct this is to properly operate the windows. Are you willing to work with me to be able to close, seal and lock these windows each time they are operated?I don't understand how replacement and proper opening/closing methods can't provide better results. They are broken so beyond how to operate windows at this time. We would like replacement parts or total window replacement. They may be the basic windows but they should work. Pella sells these windows so they should back them up regardless of inexpensive cost.We have asked twice for a copy of the technician report but haven't received a copy yet. We have also asked for the compliant be elevated above the manager but nothing has happened yet.

  Business response

  01/30/2023

  This complaint was sent by the son of his this customer. We have been to this home several times to inspect our work. All windows are installed properly and do not leak air and the operate as designed. It appears the customer who our understanding is elderly has difficulty reach and operating the double hung windows. In order to get them to lock sometimes you must reach up and push the top sash in place and we believe this couple has difficulty with that.

  We will again dispatch a manger to once again examine these windows that were installed years ago and give a ****** on their operation.

   

• Initial Complaint

  08/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an OXXO quad sliding door February 18th, 2022. I was told I would get it around July/August. I paid half of the money on this day totaling $5919.43. I got my delivery scheduled for July 18th. I was charged the other $5919.42 on this day. On day of delivery I was supposed to get 4 different panels, and it only looked like I got 2 because it was 2 big boxes. I called the delivery team and let them know that my order did not look correct. I explained that both of the boxes that I got read as "2 of 4" and "4 of 4" respectively. So clearly I was missing two but I did not have time to unbox everything. The delivery person called the manufacturer and they assured me that everything was sent completely, and that the other 2 panels were inside the 2 boxes I received. Again, I told them it did not look correctly, but they did not believe me. A small latch also came broken, and I notified them via email twice, but no response to that of course. That next Saturday as I was going to assemble it myself turns out I am missing 2 panels and only received 50% of my order. I called the owner to escalate. Pella let me know that the warehouse simply "lost" them. No sense of urgency was felt and I had to constantly follow up for updates. The missing panels were found, and I had them delivered August 12th. I had Pella come assemble my panels since I lost trust with the product at this point. The assemble team came August 26th, and turns out the 2 middle panels were built incorrectly and go in the same direction. They were not able to complete the assembly and took back the faulty panel. I again called the owner to escalate, and I felt no sense of urgency with timeline of when it will be fixed. I asked for a refund August 27th because of the customer experience and lack of quality assurance with my order. The owner told me I would lose half my money which shows they have no customer obsession since they are at fault. I am forced to go through a chargeback with my credit card.

  Business response

  09/07/2022

  *************** has a valid concern regarding delivery of his product, the factor inadvertently sent the wrong door panels. They have been reordered and will be received shortly. *************** has been refunded the second half of his payment pending receipt of his product. We apologize for this mistake made by the manufacturer.

  Customer response

  09/13/2022

  Complaint: 17806216
  
  I am rejecting this response because I have not received a refund for half of my order, that is untrue. I do not feel ******************* this dispute until I have my delivery in full with no errors given my last 2 promised delivery dates had issues. 
  
  Regards,
  
  *************************

  Business response

  10/03/2022

  As of today we expect his replacement panels to ship on 10/12

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pela needs to learn about communication - both internal (employees, vendors, etc) and external (customers). Granted, there were supply chain issues beyond Pella's control, but what is in their control is supervision of employees and their work. We had 4 doors installed last year - a front door, a back door, and a storm door on each. The back storm door is what this complaint is about. According to the installers, parts were missing so they couldn't install the storm door 100%. However, the missing parts were easily located by looking on the ledge of our deck rails. But alas, Pella felt it was better to order all new parts. In the mean time, our closer wasn't functioning, so that part was ordered as well. A few weeks later, two installers showed up at our front door unannounced and they were told by my wife that they would not be allowed to perform the work because she was in a meeting. They left, and other installers a few weeks later with an appointment. The put the s**** rails on and they installed a new closer. The new closer worked for a few days and then stopped functioning properly. So again, Pella was called and a technician came out and said we need a new closer. So a few weeks later, a new closer was installed, but it also wasn't working properly. So we repeated the order/install process. This time, a contractor for Pella named *** came out with a new closer. *************** a s**** and said he'd have to order a new one. *** also said there were several holes in the door that shouldn't be there. I texted the owner, ***************************, but never received a response. Tuesday, my wife called *** about when he planned to come finish the door, but *** stated he no longer does work for Pella and doesn't know if or when the door will be completed.After the initial door installs, there was caulking left in the inside finishes of both doors. This was discussed with installers and supervisors and I was told it'd be cleaned up, but that has yet to occur.

  Business response

  07/20/2022

  We are in the process of obtaining some replacement parts and will schedule repairs as soon as they arrive. Rest assured this project will be completed and *************** will have a full lifetime warranty should anything else occur.Tell us why here...

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Oct 21, 2020 we met at our home with *****************************, Pella sales rep, in order to get an estimate to replace all windows, two patio doors, and the entry door. He gave us a quote of $65,847.55 and stated that the project would be completed by the end of December 2020. The project didn't begin until the end of February 2021 and payment was made 3/1/2021 in the amount of $34,871.54 which was in full as Pella collected $30,000 on 12/31/2020 through Greensky, the lender. There were several errors made with the glass and the entry door install was refused as the glass wasn't as ordered. Months and many emails and text exchanges later, Pella finally installed the entry door around the end of August 2021. At one point a complaint was lodged with Greensky regarding the repairs that were not made and the door installation.. Greenskay retracted their payment to Pella but was sent back after the install. Many errors with the entry door....2 inch measurement error which was major (in our opinion). Repairs that remain to be made are: Replacement of short screen in master bedroom (was told 3 separate times that the screen wasn't order but order would be placed), the support under both plates of the patio doors would be placed, the incorrect grout color around the entry door would be corrected and the damaged metal would be replaced. We just want to get this project completed...tired of the run around we seem to be getting. We held the reputation of the Pella Windows in high regard but our opinions have since changed.

  Business response

  03/26/2022

  The ******** complaints are entirely valid, it has taken us too long to finish their project. We will not make any excuses. For the last 5 days ***************** our field specialist has  been attempting to contact the ******** but his call go directly to voicemail.

  If the ******** could please call us at ******************** and ask for ******* we will get this scheduled for them.

  We are sorry for the delay but we will not quit until they are 100% satisfied.

  Customer response

  03/30/2022

  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.  Awaiting the repairs at this point but a representative did come out to ***** the damaged areas.
  
  Regards,
  
  *****************************

*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. ↩