ComplaintsforPella Windows & Doors of Wisconsin

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I installed an entry door which had two parts:; one the actual door second was a framed rectangular glass. Now, that framed is cracked. The door was installed less than 3 years ago. I contacted the company many times, and didnt hear anything from them. One of the project managers stopped by when I was not home he said there wasnt anything wrong, I sent him another picture, and then let me see if that can be replaced. That was the last time I talked to anybody from the company which was in Ictober.

  

  Business response

  12/04/2023

  Thank you for the information and I am sorry for the troubles you are experiencing.  Would you be able to share the name or contact information of the project manager that you were working with?  I will follow up on this item and find you a resolution.  Thank you!

  

  Business response

  12/05/2023

  I did leave a phone message for this customer a few minutes ago and I will let you know when I hear back.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Terrible communication amongst installation and sales team. I personally had to reach out EVERY time I needed an answer bc we received not a single update. Installation team did terrible job - gouged pieces of dry wall taken out, caulk job left gobs around seems, wrong interior trim ordered, pieces of wrapping left on windows that was supposed to be removed with install, we were told installation would happen in **** weeks and it took 12 (I personally coordinated the install bc when I contacted the sales person after not hearing a whisper from her, was told that install would be 22 weeks from order date), sales manager showed up at house unannounced and then proceeded to tell me the install job looked greatour general contractor then walked her around the house and pointed out flaws only to have her rescind her initial statement and then SOLICIT our GC to repair the work the Pella team created. We had to put our other renovations on pause for 4 weeks while Pella had recovery meetings to discuss our complaints. They finally came back to the house for remediation and took care of the major problems. Our GC still had to do some drywall repair as their job was not the greatest. I contacted an area manager, ***** (I believe) looking for some type of compensation for our time and headaches and was told that we dont do that.

  

  Business response

  09/01/2023

  Good morning!  Thank you for the opportunity to respond to this complaint.  First, I want to apologize for the length of time it took to complete this project.  After the initial installation, there were items that needed to be addressed and our team worked towards completing those items to meet the customer's expectations.  We strive to complete all projects on the initial installation date however there are times where follow up visits are required to ensure that our customers' expectations are met.  In this case, I am pleased to communicate that the project has been completed and the customer is happy with the end results.  In an email dated 7/19/2023 from the customer, the customer confirmed they were pleased with the end result - "While we are pleased with the job the second team did (very impressed with project manager and master finisher), I anticipated Pella would reach out and offer some type of compensation for the botched installation job as well as the delay we personally experienced on our own renovations." 

  After the project was completed, our sales manager did speak with the customer and declined to provide a $3,000 compensation request.

  Customer response

  09/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  while we are satisfied with the product itself, it does not negate the fact that we had to postpone our own renovations for 1 month while waiting for Pella to fix their multitude of mistakes. Their ads emphasize their great product AND their customer service, however, aside from the product itself, all other aspects of our interactions with Pella were completely unsatisfactory. WE had to reach out to them to speak with sales reps, WE had to coordinate initial install, WE had to follow up with them and press to get a recovery date. To simply say, well, we eventually got it right, does not let the company off the hook and excuse them for their mistakes. We have been nothing but patient throughout this process and for Pella to simply wash their hands of the TERRIBLE experience we had is unacceptable. 
  
  Regards,
  
  *******************

  Customer response

  09/19/2023

  I opened the link but was unsure how or where to respond. 

  I have NOT heard anything from Pella which further infuriates me. Their lack of consideration and response is insulting. As you can imagine, I am NOT satisfied with their handling of this complaint.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date contract was signed: 11/07/22 by my partner **************************Contract states: "In any regard, Pella of Wisconsin will complete installation of the Pella Products paid for by Buyer no later than 180 days from the date of Contract." As of today, 6/30/23, it has been 233 days since the contract was signed, and 157 days since the initial (partial) installation.The window installation we purchased was only partially completed. When we contacted the salesman and the contractor immediately we were told they would return to complete the job. This has not happened despite months of calls and texts from us, the buyers. Amount of money we agreed to pay over a period of 18 months: $10,571 interest-free. We have made payments each month as agreed upon with a third-party lender ********************** has made half-hearted attempts to rectify the situation, including returning one phone call every once in a while, agreeing to a date to finish the installation but never arriving or communicating with us that they will no longer be coming by that date, and saying they are too busy with new jobs to finish this one.Customer Number: ********** Customer Account: **********

  

  Business response

  06/29/2023

  Thank you for the message and we are sorry to learn about the difficulties you are experiencing.  I would like to investigate further but was hoping you could provide a little more information regarding the remaining work.  Thank you for your time and patience throughout this process and I will look for your response.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On approximately 9/1/22 I met with Pella salesperson and entered into a contract to have 4 upstairs windows replaced, but then he offered a better deal if I went ahead and replaced all 8 upstairs windows. The new contract was signed and dated 9/9/22 and total price was $13,000. On that same day I wrote a check, which was cashed in amount of $6,757.50. Pella thought windows would arrive in approximately mid- November. Ultimately, windows arrived later December, so I took off on December 29th expecting window install. Installers show up begin removing the window in my son's room, and find out the windows ordered do not fit. In the process of removing this window, they break the storm part of this 40 year old window, leaving only glass window with a bad seal. I admittedly was frustrated because I wasted day taking off but also because it was in the middle of winter, and they did nothing to cover up that window that already had a broken seal. I went ahead and protected window by getting plexiglass, plastic and tape.On March 8, 2023, they come back to install new windows. Installation was fine, but they did not have enough of the factory installed painted trim, so they had to send a painter back out another day. They also said it was too cold to install screens so someone would contact me to arrange for install. No one contacted me, and it has been over 2 months. I have sent 2 emails and followed up with a call to Pella. I spoke to someone who said the installation team would call me back. No response. I owe them money, and advised I would be willing to pay although I think a courtesy discount for time and money expended on securing broken window is warranted. I would like my screens installed now that the weather is warming up, because none of the upstairs windows can be opened.

  Customer response

  06/02/2023

  [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 is satisfactory to me. 

  They finally installed my screens just this week.  So far I am satisfied with the product.  I still owe them money, and asked the installer to have the finance department call me so we can discuss, but so far no response.  

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

  
  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New front door and frame were supposed to be installed on 19 January 22 (yes, that's 22, not 23). Door came in defective with wrong hardware and colors. Have been harassing them to fix it ever since. Have had tens of dealings with many different people, and it still isn't in correctly. I've requested money back, and they refuse to give, and I'm just stonewalled with the good cop/bad cop routine. Occasionally someone will come out, and I finally got a new door, but it still isn't right. There's still missing hardware and a bad paint job. Emails and names can be provided upon request. The whole story is FAR too long to put in this form.

  

  Business response

  05/09/2023

  Thank you for the message.  I would like to apologize for the delays in getting this project completed and share an update regarding our next steps.  The replacement panel was inspected and to my understanding the correct panel.  It does have some concerns with the painting which we are scheduled to be on site this week Thursday to correct.  In addition to the painting, the hardware was in need of replacement and that has been scheduled for the 23rd with the customer.  I fully expect that this project will be completed to the customer's satisfaction.  Thank you for the opportunity to provide an update.

  Customer response

  05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  These are just more promises. Up until now, everything has gone wrong. Seeing as this has been going on since January 2022 (yes, 22, not 23), I don't trust them. I won't be satisfied until the work is actually done, to my standards, with a significant rebate as a show of good faith/true apology.
  
  Regards,
  
  ***************************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased windows from Pella Windows and Doors in July for three windows in my apartment building, the delivery and installation of the window were supposed to take place on November 22, 2022. However, upon the time of the installation, the installers said there was damage to the windows that would not allow them to be installed. I stated then that I was not an expert in the purchasing and installation of the windows which is why I hired Pella Windows and Doors to complete the job. I then contacted *********************** who stated that they would try to figure something out. After a couple of weeks, it was determined that I would not be able get the windows installed without extensive repair. I then stated that I wanted a full refund of my money. According ****, and the Pella Window team, I was only going to get back a portion of my money as they were going to charge a restocking fee because they stated that I altered the window. I stated that no one altered any windows and because nothing was installed, I am due a full refund on the credit card that I paid. This has been an ongoing battle since November. To date my money has been held hostage and not returned to me. If I can't hire and expert to do the job then how are we as the consumer able to trust companies to do what is expected of them. I have also called and contact **** the General Manager and ***************** the owner. **** has been very rude and disrespectful and ********* non responsive. No business should be allowed to operate by holding a customers fund hostage and no work ever complete for 9 months. Thank you,*******************************

  

  Business response

  05/09/2023

  Thank you for the message.  We had a chance to review this complaint and we would like to work towards a resolution.  We left the customer a voice message today and we are hopeful to connect with her soon.  Thank you.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  New Pella windows were installed December 15, 2022. There were issues with the installation; however, the regional manager resolved one major issue -- 2 windows were installed upside down. Two of the screens, however, did not fit and they were reordered. A trim piece on the exterior was also to be replaced due to damage. It apparently had to be ordered. I was told this would be resolved by the end of December, early January at the latest. I have followed up numerous times and on February 9th, 2023 was told it would be another week. On March 2, I followed up again and was told it was delayed. I called the office on Friday 3/3 and was assured that the regional manager would be in touch. That has not been the case. At this point, I would like someone other than the regional manager to contact me with a specific date and complete the job. I have purchased thousands of dollars worth of windows and doors from Pella. I have never experienced such incompetence from what I considered a superior vendor of windows in *********** **.

  

  Business response

  03/13/2023

  We were at the customers home on Friday (3/10/2023) and completed all the work needed.  After the initial installation there were a few items that needed to be ordered and we were waiting for the parts to arrive.  As of Friday, everything should be completed to the customers satisfaction. 

  Customer response

  03/14/2023

  [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 is satisfactory to me. 

  The Pella Regional Manager completed all related issues that I raised in my complaint last Friday (3/10/23), and I am satisfied that all issues related to the installation of my dining room and front room windows have been corrected and/or completed.That included new screens that fit properly, a damaged trip piece on the exterior, bumpers added to the interior, and a new properly fitting bumper on the inside of the dining window. The Pella Regional Manager was courteous and apologetic, and made sure that I was satisfied before departing. 
  

  
  

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

  
  

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Pella Patio windows with blinds inside. The blinds have to be restrung.******** Pella says they no longer restring my blinds. We bought the patio doors with the understanding they would service them the life of the doors.Someone has to come out and restring the blinds.

  

  Business response

  06/23/2022

  Unfortunately, the blind needing to be restrung is approx. 20 years old, over the last few years many of the vintage replacement parts and services have been eliminated.  The restringing of this style/vintage blind is no longer a service we provide.  We can offer a representative come out and quote the customer on new product.  We apologize that we are no longer able to meet the customers expectations for repair. 

  Customer response

  06/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I have a beautiful patio door designed to last a lifetime.  The blind inside needs to be serviced the life of the patio door.  You cannot decide that you are not going to service the blind.  You agreed when I bought the door to service the blind the life of the door.

   

   

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

• Initial Complaint

  03/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed an issue on the website regarding our front door side panel. It has warped and the seal between the window and frame it sits in is broken. It allows air to come inside the house. We called Pella and were told to file a ticket on their website. We have done this twice since and have not gotten any response. One picture shows a good seal of the window on its frame. The second picture shows the gap. A third picture shows air coming in using a tissue- and it is not windy at that moment.

  

  Business response

  03/17/2022

  Thank you for the message and I apologize for the delay getting this resolved.  It is my understanding that we have been in contact with you this week and that you were able to order replacement product under warranty.  The product is being covered by warranty however the labor warranty has expired.  Our service department did leave you a voicemail today regarding your options for replacement.  We do have service technicians that could replace the parts for a fee or you may elect to accept delivery of the the replacement product and have it installed independently.  Thank you again for your time and patience!

*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. ↩