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Complaint Details
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Initial Complaint
10/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We contacted Pella to replace some windows. The sales representative, ******************************, ************, measured the windows and took a deposit by check of $4839.00 on 1 February 2022. The contract specified payment of half at signing, the remainder at job completion. Instead of cashing the deposit check, our bank routing number was used to remove the entire cost of the windows of $9677.00 from our bank account. This was without our authorization and seemed odd at the time, but it was a national company so we figured we would just tell them at the time of the window installation that we had paid in full. After much delay, on 14 October 2022 a team showed up to install the windows. They told us the windows did not fit and departed. We do not know if they remeasured, or if there was even any intent to install windows. We have called Pella twice and left messages at ************, but we have not yet heard from them. We have since called our bank and are disputing the charge. The bank is sending us an unauthorized WSUD form to fill out, and we stopped Pella's ability to use our bank routing number. The order number on the contract is *********.
Business response
10/26/2022
Unfortunately, the windows that were ordered for this project came in the wrong size. While this is very uncommon, it does happen from time to time. We have reordered the windows and hope to have them in a much shorter timeframe than the original order. Our project manager has spoken with the customer, and she understands what the next steps are.
Thank you.
Initial Complaint
10/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
4/1/2022: Contract with Pella Windows was approved and signed. The contract includes delivery and installation of 4 windows with "Full Screen, ****** ********* screens. 7/29/22: Windows installed without screens. Project manager contacted via cell phone (left voice mail and text message). Calls were not returned. 8/1/22: Sales consultant was emailed, requesting information on missing screens. Additional contact via email and telephone was made on 8/4/22, 9/23/22, and 9/30/22. Sales consultant was notified on 9/30/22 that a complaint was to be registered with BBB. Administrative assistant called immediately to schedule screen installation for 10/6/22 at 1pm. 10/6/22: no one from Pella Window and Door Showroom (O'Toole Distribution, Inc.) showed up.Business response
10/07/2022
We regret that the screens took longer than the windows, however, we were able to install them yesterday (10/16) afternoon. I have spoken with our customer and she has stated that she's satisfied with the end result. We are working on improving our communication and delivery times and feel that progress is being made and will continue to be made in order to provide all of our customers the service and product that deserve.Initial Complaint
07/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
In November of 2021 my husband and I had Pella provide us with a quote on a front and back door for a home we just purchased. The doors were not sitting correctly and not shutting properly. The write up was quoted for boards to be replaced under the doors and new doors to be installed. The front door required a special order because of it's size and install was estimated for ****** Pella had the doors in March and install was scheduled. The backdoor was installed but the front door was came with a defect and had to be sent back. We were told that we would be put to the front of the line to have our door fixed or replaced and that we should have it installed by May. May comes and goes, no door. Phone calls were made with no response. I visited the office to talk to a manager and they are not available. Finally (end of May) someone returns our call and comes to the house because we are having issues with the install on the back door (it is no longer closing correctly). They say the front door is in and ready to be installed. They schedule for install on the 20th of July for the front door and repair for the back door. July 19 Pella receptionist calls to reschedule the install because project manager would like to be here and door is not ready? I inform the receptionist what I was told and said I would like to keep my install date and if there was a problem for the project manager to contact me. I did not receive a phone call from Pella. Date of install, July 20th. No phone call from Pella and they are a no show for the install. Pella's customer service is disgusting and there work is no better. It is 3 months shy from a year since we ordered our door and it is still not installed. To make things worse the door is completely paid for!Business response
07/28/2022
We regret that our customer has gone through this experience. It's not the standard of performance we are striving to achieve. The door is in need of some adjustments and will be ready for installation in August. We will have our project manager reach out and work with our customer on a final resolution.
Thank you.
Initial Complaint
07/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We built a home and moved in during the month of October 2021. We have a damaged Pella door that is supposed to be repaired. We submitted a ticket. When Pella rep came out he said that he was not the one to fix it and just brought us new screens. I contacted Pella about the issue again in May 2022. They put me in touch with the *************** who gave me the run around and promised to call me back. I did not hear from them again but they scheduled the repair to be done in June 2022. On about June *************************************************** I explained that this had been going on since October of 2021 and that we are beyond the "part not being in". I finally spoke to ******* who said she was the service manager. She listened to me and said she would be in touch by Monday June 27 with an update and resolution. As of today, July 8, *************************************** anyone at Pella. My door is still damaged and not repaired.Business response
07/15/2022
We regret that our customer has had difficulty resolving the door repair. Our service manager has reached out and will be working on getting this completed as soon as possible.Initial Complaint
02/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased patio doors from the company 5 years ago. In April of 2021 called to have someone look at doors because they were not closing properly. Someone came out and said door was separating at the bottom would need to be replaced. I was responsible only for paying for the installation. Paid $***. I was told the whole unit would have to be replaced (2 fixed panels and a door) when the doors finally came in 6 months later, it was only the door not the whole unit and it was the wrong door. Workers had already removed the trim and adjusted the frame so the door would shut better, the trim they brought was unusable so they left it undone. After many phone calls I finally got someone to come and replace the trim since I was putting the property on the market. The property has been sold and the door was never replaced. I started requesting a refund in November. After many many phone calls to the representative (Morgan) who would either not call me back or tell me he needed to speak to someone else if I got him on the phone, I reached out to Pella corporate who said they would have the service manager call me. I still have not heard from anyone.Business response
03/07/2022
We are sorry to hear about our customer's experience. Unfortunately, product lead times have increased significantly over the last two years due to the supply chain challenges and resulted in a longer that normal time frame to repair the door. We are prepared to complete the necessary service to the door; however, we do not have contact information for the new homeowner.Customer response
03/09/2022
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I no longer own the property. They were told in October that the property was sold. I have spoken the company MANY times since October and they do have my phone number. I was told the system had the wrong phone number but they called me the day prior to installation in September (to cancel and move out 2 months) so I know they have the correct phone number in the system.I was told over 2 weeks ago I would receive a call from Richard who is a manager, I still have not heard from him.
I told told the person who offered me this last month, I no longer own the property and the new door could not be installed so I'm not sure why they are still offering this.
They were told in October not to order the new door (when they brought the incorrect door to my house) because the property was being sold.
Regards,
***** ******
Business response
03/11/2022
The product we have produced to complete the service work is made to order and not something that can be restocked. The phone number we were hoping to obtain was for the new homeowner so we can complete the work. We will explore other means to reach the new homeowner in order to complete the work.Customer response
03/11/2022
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Warranty says it does not cover future owners. I am not paying for something to be installed in someone else's home. If you want the new homeowner to take the door, you need to refund my money and have them pay for the installation.
Regards,
***** ******
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Customer Complaints Summary
21 total complaints in the last 3 years.
3 complaints closed in the last 12 months.