ComplaintsforPella Windows & Doors of Houston

• Initial Complaint

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  done on jan 12/2023 payed 23,000.00

  Business response

  02/24/2023

  Completely understand the frustration with this delay. This remaining window will be in transit to us middle of next week. We will be reaching out to set an installation date once it does arrive. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered wi dows over a year ago. One winGdow (front one) the window had a flaw and water got onto the double glass. this happened and was reported during the warrenty period. The window was replace however it doesn't fit the window the measures were wrong. Pella says they will replace it properly but this has been going since July 2022.

  Business response

  01/03/2023

  The letter has been received.  We will review internally and respond back accordingly. 

  Thank you.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered replacement sliding glass doors - 4 panels. The doors were delivered and installed in May. Upon completion, I noticed four of the three panels have frames that are damaged. The field supervisor agreed and said he would order replacements. There was also cosmetic work that needed to be completed after the initial installation. The field supervisor recommended waiting until the replacement doors were received to complete the cosmetic work. It is now October and nothing has been completed to satisfaction. When I try to follow up, I just get a runaround.

  Business response

  10/15/2022

  Pella Houston has agreed to attempt to alter standard features of the product purchased in an effort to meet homeowner’s expectations.  Pella Houston will continue to communicate with homeowner while customizing the product purchased until the matter is settled.  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have replaced all windows and doors with Pella Houston. We spent about $150,000 on our hurricane-proof windows that leak during normal rain in Houston. ever since we replaced the windows we have noticed that puddles form on the floor after rain under 3 windows. Immediately, we called Pella windows and asked the inspector to come and check the windows. without any diagnostics or testing, this inspector stated that Pella windows could not leak and this was not because of installation. we began to monitor the window, so a puddle forms under the window when we have a north rain and put towels in the windows to prevent the damage on our wood floor. the wall and ceiling remain dry after the rain, only the window and the frame around window is wet. In July 2022, when it rained I went to the window and saw water leaking through the sealant between the new window and the frame. I called Pella windows and said that I found where the water goes trough and I made a video of it. 8/7/2022 the inspector came and declined my request for inspection and of course refused to solve the leak in the window. 2 window frames out of 3 is completely rotted from constant water and damage is spreading farther down. 2 windows are located directly under each other. We had repaired a frame of one window at our own expense. the other two we asked Pella windows to fix, but they declined my request. since Pella windows has been ignoring my requests and complaints since the moment the windows were installed, I ask you to help intervene in this conflict and help me force Pella windows to eliminate the cause of the water leak and fix they installation problem.

  Business response

  08/09/2022

  A formal water intrusion test is scheduled for the window(s) in question on Friday, August 12th.

  We look forward to meeting with you to test the window(s) for any possible product failure.

  Please feel free to contact us directly should you have any questions or concerns pertaining to this scheduled event.

  Thank you,

  Pella Windows and Doors of Houston 

   

   

   

   

   

     

  Customer response

  08/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: May 3 2022 Amount of money paid to the business: $6800 Pella commitment: Pella installed 4 double hung windows in our home. With upper and lower sashes that could be opened to let air flow in through the top, b***om or b***om plus top of the windows. We were shown how easy it is to open the upper and lower sashes through the use of sash lifts installed on the sashes, by the demo unit the sales rep had. After installation, we were informed that sash lifts cannot be installed on the top sash. This makes it virtually impossible to pull down the upper sash as there is no leverage/lever to do so. Pella suggested we just press against the sash really hard with our hands and swipe down. This does not work due to the difficult method and also stiffness of the sash balances. Pella suggested there is nothing they could do to make the product work as intended, despite selling us them and showing us how they could be used. We are now stuck with windows where only the lower sash can be opened, using the installed sash lifts. We paid an additional price to have windows with both sashes that could be opened, and also with retractable fly screens installed in the mechanism. Pella is demanding final payment despite leaving us with windows that do not work as sold. All windows are quoted with sash lifts in the attached Quote, this should cover both sashes in the windows (upper and lower sashes).

  Business response

  08/03/2022

  The attached quotation shows our customer as Betsy ***, and not the person filing this complaint. We have explained that the upper sash of a double hung window does not have a sash lift and was never designed to have one. This does not prohibit the opening of that sash. The sample shown to the customer at the time of sales did not show a sash lift mounted in this manner either. A new window from Pella is going to have new weatherstripping that may be cause the movement of this sash to be a bit stiff. We would be happy to look at this further. The 50% remaining balance due does need to be paid. Tell us why here...

  Customer response

  08/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I would appreciate if Pella could show me how to open the upper sash. If there is no sash lift on the upper sash, but it is required on the lower sash, how does Pella expect the upper sash to be opened? This window, with two sashes that can be opened from top and b***om, is a more expensive window choice and is designed so the upper sash can be opened. If it cannot be opened without struggle, this window is faulty and the job is considered incomplete. If we are to live with only being able to open the lower sash, why am I being asked for full payment when the product is defective?
  
  Regards,
  

  Raveen *** and Betsy ***
  
   

  
  

  Business response

  08/11/2022

  We will set up a service appointment and have our Sales Manager Matt **** attend as well to show how the window operates. Pella products have never been designed with an upper sash lift.

  Customer response

  09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  We met with Pella on Wed Sept 7th. Three Pella reps came over to inspect the problem with the windows. Pella agreed on the problem and difficulty opening the upper and lower sashes due to unexplainable tightness. They have agreed to have technicians come around to inspect the windows and try to ease the tightness. Currently working with Pella to schedule the technician. It won't be until week of Sep 26 due at the earliest. 
  
  Regards,

  Raveen
  
  
   

  
  

  Business response

  09/24/2022

  We have met with Mrs. *** and Mr. *** and have a scheduled service visit to address the issues described in the complaint. Should the service adjustments to the product not alleviate the issues with the product, new product will be provided at no additional cost to Mrs. *** or Mr. ***. 

  Customer response

  10/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Pella technicians came and adjusted the windows such that they can be more easily opened and closed without needing the upper sash lifts. 
  
  
  
   
  

*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. ↩