ComplaintsforPella Windows & Doors – Seattle, LLC

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Pella to install a new front door and screen door at my home in September 23. The first attempt at installation occurred in Oct 23. The front door was two-toned color, not what I ordered, the hardware for the screen door was the wrong style, and the hardware for the front door was not delivered. It took another several months to receive the new door, but when installed, they did not have the ordered hardware and the stripping around the door was the original wrong color. They came back again, replaced the stripping with the correct color, took down the screen door and said, "they couldn't re-install it as that was not in their work orders." The screen door was left in my dining room on the floor. They came out a 4th time with the correct hardware, but the new screen door was the wrong size and therefore not installed. They also damaged my front porch, which now needs to have the entire tile floor replaced and are refusing to help pay for the damages their crew caused, even though they said they would pay for it (please see e-mail). The quote I received is $1800 to repair the damages Pella installers caused. Pella did forgive the 10% ($780) I still owed on the door installation due to "my troubles with their service." While the 10% discount is appreciated, it does not do enough to cover the 6 plus months of headaches, missed work, and now home damage they cause. When I spoke with their manager, ****, he said, "I can't give you any money back because that's not a good business model." Then said, begrudgingly, "I'm sorry so many people on this team made mistakes." This company is well known; however, they are the worst at customer service, and I would like my front porch fixed. I would also like others to know NOT TO HIRE them as their work is subpar. The screen door is scheduled to be installed in April; however, I have zero faith that this company will finish the job.

  Customer response

  03/27/2024

  Good morning, BBB, 

  I wanted to share an update on my complaint. On 3/25/24, *********************, the owner from Pella *******, called me to discuss my complaint. He reviewed the documentation, including photographic evidence, and has agreed to pay in full for the repair, estimated to be $1800. **** asked that I send him directly the receipt from the repair, which again he said Pella would pay in full, once completed. The repair to the landing is slated to start in May 2024. As **** and I have come to an agreement on the repair, and Pella's responsibility with this matter, I feel my complaint has been successfully resolved. 

  Thank you,

  ********************;

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