ComplaintsforPella Corporation

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a complaint with the BBB in late June 2024 . Complaint #********.Pella representative ***** ******** offered me $1000 and said nothing could be done by Pella to alleviate the condensation problems I was experiencing with my brand new $58,640 Pella windows. I did not accept this offer because I wanted the problem fixed, not a payoff to make the issue go away for ************************* next communication from BBB asked for more information from me and I followed up with as much as I could. Then I received a notice from Mr. ******** that Pellas offer of $1000 was all they were willing to do and I was given his phone number *************) if I wanted to discuss the matter any further. Disappointed as I was, I called and left a voice message that, although I thought the offer from Pella was insufficient, I would accept it. Mr ******** has not returned my call and I have received nothing from Pella Corporation. Can the BBB do anything for me?

  Business response

  09/30/2024

  RE: ID # 22330251 David Sherman
  
  Dear Mr. Huizenga:
  
  Thank you for your recent email. I am writing to follow up on the concerns that Mr. Sherman has presented regarding environmentally related condensation and the compensation amount that he has not received yet.
  
  The warranty for wood products purchased after February 9, 2017, provides the original purchaser with limited lifetime coverage for premature failure of the glass seal and frame; a 10-year warranty for non-glass materials; and labor charges for service are covered for the first two years from the date of purchase. Warranty information for all Pella products is available online at https://www.pella.com/support/warranties/.
  
  Upon receipt of your communication, I contacted the local Pella distributor, Gunton Corporation. Mr. Walter Greathouse, Customer Experience Manager, investigated the status of the agreed-upon goodwill compensation. He advised me that it does look like a mistake was made, and the check was not processed as intended. They are now working to process that check and stated that the customer will receive it mid-to-late October. He offered his sincere apologies for this mistake.
  
  As condensation is an environmental concern and not indicative of a product defect, which was confirmed through the service inspection, the goodwill compensation of $1,000.00 will be the final amount offered by the local business. As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores.  The sale and service for Pella products in Mr. Sherman’s area is provided by Gunton Corporation. This location is responsible for addressing all sales, service concerns generated by their team, and/or warranty-related concerns for their customers. As such, requests for monetary compensation or sales discounts must be presented for review to Gunton Corporation as they are the business that made the sale. Pella Corporation supports the decision made by the local distributor as it is their right to decide if a goodwill compensation request is granted or not.
  
  To learn more about humidity, environmental condensation, and tips for how to reduce humidity levels in the home, Mr. Sherman is welcome to utilize the Pella Condensation Manual, available on the Pella website at: https://www.pella.com/support/owners-manuals/. Other resources to troubleshoot or learn about condensation are also available throughout the fenestration industry. 
  
  If Mr. Sherman has any additional questions regarding the status of his refund check, the local team can be reached directly at 412-450-1595.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,

  Carrie Montez
  Customer Experience 
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased $16,000 of top of the line Pella Lifestyle windows for 2 bedrooms in my home. I wanted the triple pane for noise reduction. They have defective weather strip/seals and allow large nickel sized stink bugs to crawl in through closed, locked windows. The bugs are then between the window pane and the screen on the inside of the home, sometimes a dozen bugs a window. They buzz and p*** all over the *****. I've spent countless hours over the last 3 years trying to get this fixed with Pella repair devision. They first tried to tighten the closure of the windows and this did not work. The next year they replaced all the weather stripping and this did not stop the bugs from coming in. Last year they replaced all the windows with new ones and they still allow the bugs to come into my home through closed windows. I continue to send video and pics showing this problem to the Pella repair division. I have contacted them today and they said they have sent the videos to Pella engineers to review. I want to open this complaint until it is fixed because this has been going on for 3 years and it is still not fixed. The problem also is that these bugs are active September through December and I get thrown into the normal repair schedule wait, sometime having to wait a month for the repair man to come. The then try to tighten seals or replace stripping and after waiting for the repair man and ordering parts and him coming back, it's December and the stink bug season is over. I would like to have my case be priority because I've been waiting 3 yrs for a fix and because Sept-Dec if the prime time to figure the problem out while the bugs are active.

  Business response

  09/26/2024

  September 26, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** ********* **********
  
  Dear Mr. ********************** you for your recent email. I am writing as a follow-up to the concerns that ************* has presented regarding insects entering between the screen and sash of her Pella Lifestyle Series casement windows.
  
  The warranty for wood products purchased after February 9, 2017, provides the original purchaser with limited lifetime coverage for premature failure of the glass seal and frame, a 10-year warranty for non-glass materials, and labor charges for service are covered for the first two years from the date of purchase. Warranty information for all Pella products is available online at **********************************************************.
  
  The local distributor is working with Pella Engineering and product specialists under the terms of the warranty to determine the root cause of Ms. ********** concern and to establish a resolution plan. Once the local service team has direction to further assist with this matter, they will be contacting the customer directly to discuss the next steps.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores.  The sale and service for Pella products in the customers area is provided by ********************** ************** This location is responsible for addressing all sales, service concerns generated by their team,and/or warranty-related concerns for their customers; this includes all technician inspections, appointment scheduling, and parts ordering.Additionally, as Pella Corporation is a manufacturing facility, we do not employ service representatives to travel to installation sites for inspection purposes. We rely on the local distributors to inspect and assess any concerns related to Pella products installed in the field. For these reasons, we encourage Ms. ********** to continue to work directly with the service department at Pella **************, as they are in the best position to assist with seeking a resolution to her concerns. She may reach the service department by calling ************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The windows are defective with screen issues, windows that dont shut properly when windows that leak and let bugs in

  Business response

  09/20/2024

  September 20, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** ******* *******
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that ********** has presented regarding his recent installation and window screens.
  
  The warranty for vinyl Pella products provides the original purchaser of the product with coverage for 20 years on IG seal failure, 5 years for glass with between-the-glass blinds, limited lifetime on the remaining components, and labor for the first two years from the date of sale.  Specific information for the limited lifetime and transferable ten-year warranty is available online at: **********************************************************
  
  Upon receipt of your communication, I contacted the local Pella distributor, ****************. Mr. *** *******, Service Supervisor, stated that Mr. ******** screen concerns were to be addressed by the service department, and his other concerns had been related to installation. The local service department has an appointment scheduled with Mr. ******* on September 25th to inspect his screens to address those outstanding concerns.
  
  Regarding Mr. ******** installation, Ms. ******* *******,Customer Support Supervisor, advised that their records indicate that the previously outstanding concerns relating to trim and sealant were resolved as of a recovery appointment on April 3rd, 2024. They have the customers signature that these efforts were completed, and they had no record of any outstanding work needed after that visit. However, to ensure no further installation concerns remain, their office called Mr. ******* on September 18th and left a voicemail. If any installation concerns remain, the local sales team will work directly with Mr. ******* to resolve them.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores.  The sale and service for Pella products in the customers area is provided by ****************. This location is responsible for addressing all sales, service concerns generated by their team, and/or warranty-related concerns for their customers. As such, we recommend that the customer continue to communicate directly with **************** to seek resolution, as they are in the best position to assist him.
  
  If Mr. ******* has any additional questions regarding his service appointment on September 25th, the local service team may be reached by calling ************. If he has any additional concerns regarding his installation, the sales department can be reached at ************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have have been trying to replace my insect screen for my patio door for the last 3 months.I contacted pella support on May 10th 2024 and provided all the information needed to replace my insect door which is broken. It was a long chat through SMS. And finally I got confirmation that a case has been created and I will receive a quote within a few days. After a couple of days on May 14th, I received an email with question reference informing me of the same thing again. Summary of the email is that the quote team is working on the quote and their turnaround time is 1 to 2 business days. After waiting for a week, on May 22nd I sent an email again requesting the status. I haven't received a response for that email yet. As I was not getting anywhere with customer support, I have decided to visit the local store. I visited the Local Pella store on June 17th, 2024 which is located at **********************************************************************. I spoke to the front office person and provided all the details. She said that she created a case and someone will contact me or send me a quote within 2 days. No communication event after that. As I was not getting service from Pella, I thought of trying with Lowes. Went to a few Lowes and once travelled 1 hour to go to a Lowes store thinking that that store might have the insect door I am looking for. After all this, I still do not have an insect screen door and I can not keep my patio door open for fresh air. I wish I had a different company patio door instead of Pella. I am really tired trying to get insect door replaced.

  Business response

  09/06/2024

  RE: ID # ******** *****************************;
  
  Dear ********************:
  
  Thank you for your recent email to Pella Corporation. I am writing to follow up on Mr. ************ concerns regarding trying to receive a quote for a replacement screen.
  
  After receiving the BBB complaint information on September 3rd, I reviewed Mr. ************ account. I found that he was emailed a quote for a replacement screen from the local service department at ******** Door & Window Sales, once on May 16th and again on May 24th. I have included a copy of the quote emailed to him, however, quote pricing is only valid for 30 days and will need to be updated by the local team. 
  
  It is possible that the emails sent in May are going into Mr. ************ junk or spam folder. He may need to check those folders moving forward if he is not receiving the emails sent by the team at ******** Door & Window Sales. 
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service for Pella products in Mr. ************ area are provided by ******** Door & Window Sales. This location is responsible for addressing all sales, service concerns generated by their team, and/or warranty-related concerns for their customers. This includes all quoting and parts ordering, so we encourage ************************** to contact the service team at ******** Door & Window Sales directly to have the quote updated, and to proceed with purchasing.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer *********************************** Specialist
  Pella Corporation
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased Pella for the warranty. I called regarding an issue with my back sliding door. This door has built in blinds. The blind mechanism above the blinds is leaking some sort of graphite or grease onto the blinds and inside the glass panes. I am unable to clean this because it is sealed inside. I called Pella and they advised the blinds were covered for 5 years and all parts related to the blinds and door have a 10 year warranty. They pull me on hold foe about 30 mins and came back stating due to the part leaking onto the blinds it was not covered. I requested to speak to a manager and was told they were leaving for the day and would call me back. That was 1 week ago. During the original phone call they stated it was not covered because the blinds were broken. Ny blinds are NOT broken. It appears to be a seal malfunction inside the mechanism of the door. They said the only thing they could do is quote me for a new door because it was a blind issue even though they stated all parts associated with the door were covered for 10 years. This door was purchased and installed by Pella on 2/27/2017

  Business response

  09/05/2024

  September 5, 2024
  
  *************************
  Better Business Bureau
  ********************************************************************************
  
  RE: ID #******** ***********************
  
  Dear *******************:
  
  Thank you for your recent email. I am writing as a follow up to **************** concerns regarding the warranty coverage on her Encompass by Pella sliding patio door panel.
  
  Upon receipt of your communication, I searched Pellas ordering systems and located three service orders from February 2017,order #**********, order #**********, and order #**********. These service orders were submitted by the service team of the local Pella distributor, Gunton Corporation of ***************, **, as no-charge warranty orders for a replacement vent panel, replacement fixed insulating glass, and glazing beads for a sliding door that was originally purchased from a National Account distributor on an unknown date. The customer was not charged in February 2017 for the replacement service items, but it appears she was charged labor costs due to the two-year labor portion of the original warranty attached to the original purchase had expired. Please note that when replacement product is provided per warranty terms, a new warranty start date is not provided to the customer at the time the replacement parts and services are received. Rather the original warranty term limits associated with the original purchase date would remain active.
  
  To clarify, the purchase details for the original sliding door cannot be identified using the information provided in **************** complaint or from information documented within either Pella Corporations or Guntons customer or service records. If the door was originally purchased from a Lowes store or a local lumber company that is an authorized distributor of Pella products, we would require the serial number from the fixed panel of the sliding door to identify an original purchase order. A copy of the original purchase receipt may also be helpful.
  
  Regardless of that, if ************** had purchased a full unit Pella vinyl sliding door on February 9, 2017, her statement that the part(s) at issue would be covered for 10 years is inaccurate. The warranty associated with any purchase for a Pella vinyl sliding door would have provided the purchaser with a five-year warranty term for the insulating glass from the original purchase date. This warranty for the insulating glass would have included all parts and pieces sealed within the insulating glass, and was not exclusive to blinds or shades. 
  
  Pella Corporation supports Gunton Corporations decision to decline to provide a replacement panel under warranty for this customers service needs to resolve the reported failure of the insulating glass. If ************** has any additional questions or wishes to proceed with purchasing a replacement door panel, the service team may be reached by calling ************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer ***************************** Specialist
  Pella Corporation

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pella patio door purchased and installed from Lowes. The door frame is cracked as shown in the picture. Read the warranty from Pella and called them to have them replace the door. They are refusing because we can't tell them when it cracked, blaming this on Lowes installation. Spoke with Lowes and they are not able to help. I have spoken with 9 different people from Pella and differnet management levels and no one has come to look or are willing to stand behind the warranty. They are telling me I have to pay to have someone from Pella to come to look at the door and still will not warranty and replace the door. I have emailed ********************* of Pella and have not had a response as of yet. Please help me get this door replaced. Thank you

  Business response

  09/09/2024

  RE: ************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent email to Pella Corporation. I am writing to follow up on ****************** concerns regarding her cracked door frame. 
  
  Pella Corporation is not a party to her purchase contract with the local Pella window and door distributor, so we are unable to provide assistance or direction in the matter of discussing sale pricing or discounts. Pella Corporation is unable to comment on what may or may not have been communicated to consumers during the initial sales process as we were not a party to that conversation. We recommend **************** continue to work with her point of purchase contact for them to address her concerns. 
  
  As a goodwill gesture to ****************, we have provided her feedback to the leadership team to make them aware of her most recent communication. ***** has advised that because it is a crack in the frame and their service department does not do full unit replacements, **************** will need to work with her original point of purchase to have the unit replaced. I have coordinated with ***** to have a technician come out to ****************** home to inspect the unit and determine the cause of the issue. At that time, they will be able to complete a technician report for her to provide to Lowes. Please note that I am covering the fee for the technician visit as a one-time customer service gesture. 
  
  We suggest **************** please contact the local service team at ************** to discuss the technician visit, and then please contact Lowes directly to discuss replacing the unit. 
  
  We appreciate you bringing this matter to our attention and providing this opportunity to assist ****************.
  
  Sincerely,
  
  ***************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer response

  09/10/2024

   
  Complaint: 22208182
  
  I am rejecting this response because: I have spoken to Lowes and they have stated that this is a cracked frame and It is the responsibility of Pella to warranty the product. The entire patio door needs to be ***laced because it is a cracked frame. ***** reached out to the Pella *** and she was unable to get the assistance of Pella.  I have not received any resolution from either party. I don't understand why Pella is not standing behind the product they produced. I have looked over the warranty and I am not able to find anything that covers a cracked frame. This is unacceptable that Pella has not ***laced the patio door as per the warranty. It is a cracked frame as you can see from the pictures. The entire door has to be ***laced.

  On Friday September 6 2024, **** from Pella reached out and they will send a service member out on October 10 2024 to look at the frame. I am trusting at this time, Pella will ***lace the Patio door without incident. This entire process has been a nightmare getting blocked by each person I speak with at Pella. Please, just ***lace the patio door. 

  I thank you for your time and assistance in helping me resolve this issue.

  
  
  Sincerely,
  
  *************************

  Business response

  09/11/2024

  September 11, 2024
  
  *************************
  Better Business Bureau
  ********************************************************************************
  
  RE: ************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your additional email. I am writing as a follow-up to ****************** rejection response.
  
  Pella Corporation's position remains unchanged from the response previously provided on September 9th. I will, however, attempt to clarify the purpose of the scheduled appointment and why it is necessary before a warranty decision will be made by Pella Corp.
   
  The technician inspection will determine how ****************** concerns will be addressed. The local service team will be performing an inspection only on October 10th, to determine the cause of the concern. Determining the root cause of the crack is necessary as Pellas published warranty does not cover product broken during shipping, handling, or installation.
   
  Regardless of that determination, a reinstallation of a new door will need to be performed by an installer of the customers choosing, at the customers expense, as the labor warranty was for two years from the date of sale May 10th, 2022, and has since expired. As the customer has been advised in the response dated September 9th, the local service department does not perform full product removals or reinstallations as they are service technicians only, and not installers.
   
  If the inspection on October 10th confirms that the cracked frame is a product defect, Pella Corporation will assist in providing replacement product within the terms of the warranty. If the inspection determines that the frame crack was a result of shipping, handling, or installation, the product will not be covered by the warranty and the customer will need to work with their point of purchase to obtain a replacement.
   
  Further decisions on this matter will be made following the appointment scheduled for October 10th. Respectfully, this is Pella's Corporation's final response to this specific customer complaint until after the inspection is conducted and a root cause determination is made by the technician. 
  
  Thank you for the additional opportunity to review this matter.
  
  Sincerely,
  
  ***************************
  Customer *********************************** Specialist
  Pella Corporation
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Pella Defender single hung windows at ****** installed 8/21 install by a ****** contractor. From 9/2021 through 2/2022 installer had to come make repairs 3 times on several windows. That included fixing the plastic check rail and replacing latches. After the last visit on 2/2022 the issue was resolved and we had no trouble with the window. Then 4/2023 we had moisture in between the panes of the lower sash. On 4/20/23 a Pella technician examined the window and determine the seal was bad and the lower sash needed to be replaced. On 8/10/23 Pella technician *** came to replace the lower sash. He removed the lower sash and realized it was the wrong size. On 10/26/23 Pella tech *** returned with the correct lower sash and installed it. Note: it is now nearly 3 months since the last visit before the window finally got replaced and six months since the first service technician visit. After that installation we started having trouble with the window opening, closing and the latches were almost impossible to undo. On 11/4/23 I emailed Pella customer service raising the concern. It took the Pella technician nearly 3 months to even come look at it to determine the issue on 1/25/24 At that time the technician checked everything and noted that the check rail was severely damaged.He told my wife and I that most likely it happened because they only replace the lower sash and that window was not manufactured together as a whole unit. On the service report however he mentions that the check rail is severely damaged and wasn't sure that was from the installation,delivery or damage product. In all of previous visits nothing was ever mentioned about a severely damage check rail. Pella wants to say that this is the lowes installers fault but the issue did not occur until Pella installed the lower half. Had the check rail been severely damaged during the initial installation or delivery it surely would noted on the technicians reports. This issue is still not resolved

  Business response

  08/27/2024

  August 27, 2024
  
  *************************
  Better Business Bureau
  ********************************************************************************
  
  RE: ID #******** ***************************
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ********************* has presented regarding his Pella Defender Series single-hung window purchased from Lowes in May 2021, on Purchase Order 166706513.
  
  The warranty for vinyl Pella products provides the original purchaser of the product with coverage for 20 years on IG seal failure, 5 years for glass with between-the-glass blinds, a limited lifetime on the remaining components, and labor for the first two years from the date of sale. As the manufacturer of Pella products, Pella Corporation provides product to businesses who sell them to consumers. Any service or warranty concerns would be reviewed and addressed by the business the customer purchased his ********************** product, including installation-related concerns
  
  It is our understanding that ********************** has received the replacement window. He would work with the Lowes store to have it installed or hire a third-party contractor for replacement. Pella Corporation supports any decision that Lowes makes regarding labor assistance requests, as it is their business decision to make.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  08/27/2024

   
  Complaint: 22157088
  
  I am rejecting this response because:

  I am not sure how I can be more clear about this situation but I'm going to give it one more try. ****** installed the window in question in 8/2021.  We had a few issues with that window after the installation that the ****** installer corrected. The last repair that the ****** installer made was in February 2022. From that point forward the window operated with no issues whatsoever. In April *********************** between the panes of the window. I initially reached out to ****** but since that was past their installation warranty. They told me I needed to go through pallet directly because the window would still be under warranty. April 23, 2023 the Pella service technician inspected the window and noted there is a failed seal and need to replace the lower sash. Please note: there is no mention of a severely damaged check rail at that point. That is because it was not damaged in the window was working perfectly fine. It was just simply a bad seal. On August 10, 2023 Pella service technician *** came to replace the lower sash. He removed the old window brought it out to his truck before realizing he was given the wrong size lower sash. He reinstalled the old lower sash and told us he would get the correct one on order. Please note: there is no mention again of the check rail being severely damaged. The window was still operating with no issues at this point. On October 26, 2023 Pella service technician *** came back again with the correct size lower sash. He installed the new unit, took pictures and was on his way. After we opened and closed the window a few times we noticed that the latches were very hard to get done, impact almost impossible. On November 4, 2023 I contacted Pella customer service again with the complaint. It took nearly 3 months for someone to come take a look at it.January 25, 2024 Pella service technician *** came to inspect things. At this time he notes that the check rail is severely damaged beyond repair And says the window will need to be replaced. That is all noted on his paperwork but what he failed to mention on his paperwork is that he told my wife and I that he believes this happened because they only replace the lower sash. He believed that because the window was not manufactured together as a whole unit things were not lining up properly and that cause the check rail to become damaged. Please note: I have attached once again copies of the service technicians reports except for the report on October 26, 2023 when *** replace that lower sash. I have asked repeatedly for a copy of that paperwork. I want to see specifically on that day were he mentions the check rail is severely damaged. The check rail was not damaged until your service technician *** replace the lower sash. Your response you're telling me that it's my responsibility to have lowes or a third-party contractor do the new installation. ****** has refused to do the installation because this was not caused by them or their installer. This was caused by YOUR installer. I am requesting that you have your own installer put this new window in or you can pay ****** to install the new window. Clearly I have all the documentation to show this was caused by the Pella service technician and or defective product that he installed. Lower sash came directly from you it did not go through ****** whatsoever. I am not sure how much more clear I can make this. Pella needs to step up to the plate and have the new window installed.  Once again, I want a copy of that work order that the service technician handwrote on-site October 26 2023 along with the printed computer notes that he submitted to his department as well
  
  Sincerely,
  
  ***************************

  Business response

  08/28/2024

  RE:ID #******** ***************************
  
  Dear ********************:
  
  Thank you for your follow-up email. I am again writing to address the concerns of ********************* regarding his Pella Defender Series single-hung window purchased from Lowes in May 2021, on Purchase Order 166706513.
  
  As previously stated, Pella Corporation manufactures Pella products and provides them to businesses that sell them to consumers. Service and warranty concerns are reviewed and addressed by the point of purchase, not Pella Corporation.
  
  That said, I located documented notes that were added to ********************* account record on August 28, 2024, by the Pella Windows and Doors of ************* I understand that ************************* called ********************** to advise their business will take care of the replacement installation by one of their local retail installers. ********************** was provided the option to either pull the permit himself, or their business could send him a quote for team K5 to do the permit work. ********************** chose to pull the permit himself and will let ****************** know when he is ready for them to send an installer to replace the window.
  
  Thank you for this additional opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pella *************** of ******* was contracted to replace a total of 20 windows at a cost of about $34,000.00. The timeline for installation was not met and was delayed on several occasions without any advanced notice. Windows were lost or broken on two occasions which further delayed installation. The installers caused damages to my front doorway that no longer allow the existing screen door to close and damaged trim to the existing windows overhead. Screws were left protruding into the doorway that I had to cut off to prevent an injury. Pella was supposed to trim the inside of the windows, but did not. I proceeded to complete the trim on my own. I had to remove and reinstall the trim so that a Pella tech could investigate and properly fasten a window that was leaking. Stucco was also damaged during the installation, which was promised to be repaired and wasn't. No repairs have been made or acknowledged. They also stored materials on site which I was told wouldn't happen. Over 2 years later and I still have Pella materials on my property. Rather than addressing the issues, Pella is giving me an ultimatum, that we pay the remaining balance or they won't honor the warranty. Also, the sales person said that only Pella certified techs would be installing the windows. This was a lie. The installers were subcontractors that stated they install windows for anyone, and had not undergone any type of certification. Despite 2 years of repeated requests to speak with a manager regarding the issues, no one has contacted us with the exception of ******* who called a few weeks ago to request the remaining balance, with little to no regard for the reported damages or poor communication. I understand this may be Pella Manufacturing's profile, however both Pella Corp and other potential customers deserve to know what an absolute nightmare of an experience we've had with Pella of *******. After all, Pella ******* was quick to place blame on "corporate".

  Business response

  08/22/2024

  RE: ID # ******** ***********************
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that **************** has presented regarding his service experience.
  
  Upon receipt of your email, I contacted the local management team. *********************************, the Customer Support Supervisor, of PWD-******** LLC. ****************** confirmed that they did encounter product and installation concerns, however all of those concerns have since been resolved. She shared that all services contracted for the customer have been completed, according to their records. I also understand that the local team at PWD-******** LLC, has reengaged in communication with the customer to arrange to pick up any materials that were left on site, and that they have offered the customer a $500.00 credit as a goodwill gesture.
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores. The sale and service for Pella products in the customer's area is provided by PWD-******** LLC. This location is responsible for addressing all sales, service concerns generated by their team, and/or warranty related concerns for their customers. Additionally, ********************** does not provide installation services, or warrant said installation services, as we are only the manufacturer of the product. We are not in a position to mediate disputes regarding an installation contract,including any claims of damages that may, or may not, have resulted from the installation process, as we were not a party to the installation contract or process. All installation-related concerns will need to be addressed by the business which performed the installation, PWD-******** LLC.
  
  If the customer has any additional questions or concerns,the local service team may be reached at ************.
  
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,

  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  08/30/2024

   
  Complaint: 22113658
  
  I am rejecting this response because:
  

  The damages and lost time are not equivalent to the credit they offered. We have been awaiting a full response from the ************** to rectify this issue. 

  
  Sincerely,
  
  ***********************

  Business response

  09/06/2024

  RE: ID # ******** ***********************
  
  Dear ********************:
  
  Thank you for your additional email. I am writing to follow up on Mr. ******* request for more credit from Pella Windows and Doors of ********
  
  As previously stated, Pella Corporation does not provide installation services, or warrant said installation services, as we are only the manufacturer of the product. We are not in a position to mediate disputes regarding an installation contract, including any claims of damages that may or may not have resulted from the installation process.
  
  Pella Corporation is not a party to Mr. ******* sales or installation contract with Pella Windows and Doors of *******, so all requests for monetary compensation or negotiations regarding the amount offered will need to be directly between **************** and Pella Windows and Doors of *******. Their sales team can be reached at **************.
  
  Respectfully, this is Pella's Corporation's final response to this specific customer complaint as our position remains unchanged from the response previously provided on August 22nd.  
  
  Thank you for the additional opportunity to address Mr. ******* request. 
  
  Sincerely,
  
  *************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Noticed water causing wood rot in my Pella Architect Series window installed from 2002 through 2007. Water infiltration is a sealed failure and should be covered under my 20 year warranty

  Business response

  08/01/2024

  RE: ID # ******** ***************************;
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ********************** has presented regarding the warranty coverage for her Architect Series windows.
  
  The warranty for wood products purchased between October 1996 and February 9, 2017 provides the original purchaser with coverage for *********************** material and workmanship; a 20-year warranty for premature failure of the glass seal; and labor charges for service are covered for the first two years from the date of purchase.  Warranty information for all Pella products is available online at **********************************************************.
  
  Pella Corporation has previously provided communications to ********************** regarding the concerns she has presented. ********************** was reminded that she agreed to a mediated settlement, under which she was provided with the opportunity to purchase replacement new sashes at a discounted price. The mediated settlement, signed November 17th 2022, operated as a complete resolution to her claims. Subsequent to this settlement agreement, an additional inspection was performed on April 15th 2023, where the inspected windows were determined to be in operable working condition without any defects. ********************** was also advised in this communication that it was observed that the room was not adequately ventilated, causing a buildup of moisture. The accumulation of moisture and lack of ventilation is likely the cause of deterioration reported, not a defect in the windows themselves. 
  
  This communication also addressed the warranty terms, which for Architect Series windows offered a glass warranty for 20 years after the date of sale. The glass warranty specifically relates to the seal of the dual insulated glass panes; failure of a glass seal results in a fogging between the panes of glass which cannot be wiped away and does not relate to wood deterioration. Wood deterioration falls under the non-glass components warranty, which was covered for a period of 10 years after the date of purchase. As her most recent products were purchased in 2007, the warranty related to non-glass components expired in 2017. The first report of wood deterioration concerns was reported in 2018, after the expiration of the applicable warranty period. 
  
  I have included a copy of the above-referenced communication, the letter dated July 12th, 2023. As the applicable warranty period for Ms. ********** windows has expired, Pella Corporation will be unable to provide replacement products or labor at no charge to the customer. Should ********************** desire to obtain a quote for new replacement products for her residence, she may request a quote or in-home consultation from a Pella retailer. 
  
  If the customer has any additional questions or concerns, the local sales team may be reached at ************. 
   
  Thank you for providing us with the opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

  Customer response

  08/06/2024

   
  Complaint: 22043520
  
  I am rejecting this response because:

  August 6, 2024
  
  This is my  response to Pella Corporation response dated August 1st.

  
  Pella Response:  Pella Corporation has previously provided communications to ********************** regarding the concerns she has presented. ********************** was reminded that she agreed to a mediated settlement.

  My Response:
  -During mediation, I was told that the settlement was only for one window ( 2 sashes).
  -During mediation, I was told by Pella Windows of Haverhill attorney that this was a manufacturing issue with Pella Corporation and would probably result in a class action lawsuit and take several years to resolve.
  -***************************** of Pella Windows of Haverhill told me the reason why Pella does not cover wood rot is because it is NON product related and their department only handles parts and pieces of the actual window
  -Only agreed to the settlement because the window had extensive mold and needed to be replaced for obvious reasons.
  -The cost of the window was not a 70% discount. The window sashes would have  to cost $2,100 to be a 70% discount.    
  -There were two visits to my home from Pella Windows of Haverhill. The first visit the technician did not inspect accurately.  Technician said there were wet walls and no fan ventilation.  The second visit was inspected by a senior tech and the window sashes were determined to have mold but the frame was not damaged.
  -I have several windows outside of the bathroom that have wood rot (ventilation not an issue).

  
  Pella Response
   The glass warranty specifically relates to the seal of the dual insulated glass panes;

  
  My Response:
  -The water is coming between the glass and the cladding, therefore the seal is broken.
  - Pella makes claims that the EnduraGuard technology will protect homes from water damage and related problems that could result from water impeding a window casing, such as moisture and mold.
  -Pella knew there was a manufacturing issue with the Architect Series double pane windows
  -Pella Corporation visited my house to inspect my windows and told me the wood rot was organic matter and after several attempts to contact them for the water testing report.

  - I was sent an email with no test results (see attachments).

  Thank you,
  ******
  
  Sincerely,
  
  *******************************

  Business response

  08/07/2024

  RE: ID # ******** *******************************
  
  Dear ********************:
  
  Thank you for your recent email.
  
  As previously stated, water entering between the glass and the sash material is not classified as insulated glass seal failure by the terms of the warranty,and therefore does not qualify for coverage under the glass-specific warranty.Wood deterioration as described by the customer, and as inspected in the field,falls under non-glass materials. The non-glass component warranty coverage was 10-years after date of sale. This same warranty term, 10-years from date of sale, applies to all non-glass materials, regardless of if the reported non-glass component is a sash or a frame.
  
  The products were purchased in 2002-2007; as such, the warranty related to non-glass components expired in 2012-2017. The first report of wood deterioration concerns was reported in 2018, after the expiration of the applicable warranty period. As all non-glass warranty coverage is now expired, Pella Corporation is unable to provide no-charge replacement parts or labor.
  
  Pella Corporation's position remains unchanged from the response previously provided on August 1st. Respectfully, this is Pella's Corporation's final response to this specific customer complaint. 
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased and installed a Pella Bay Window with a Maple wood interior ( unfinished ). After countless efforts with the upper management to replace one cracked plastic screen lock port , which was damaged when installed , can only come to mind the Pella *********************** is worthless . ********************** Window contacts include www.pellanynj.com

  Business response

  07/16/2024

  RE: ID # ******** *****************************
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up with the concerns that have been presented regarding ******************** broken screen strike on his Pella Lifestyle bay window. 
  
  As ****************** may be aware, the warranty for wood products purchased after February 9, 2017, provides coverage for *********************** material and workmanship; limited lifetime coverage for premature failure of the glass seal and the frame; and labor charges for service are covered for the first two years from the date of purchase. 
  
  Upon receipt of this complaint, I contacted the local management team. The General Manager with Pella Windows & Doors of *********************, ** advised that they now have the necessary screen strikes in their warehouse and that their service team will be making contact with ****************** to schedule the replacement appointment. It is our understanding that this final parts appointment should resolve all outstanding concerns presented by ******************. 
  
  As the manufacturer, Pella Corporation provides our products to independently owned and operated Pella Window and Door stores.  The sale and service for Pella products in your area is provided by Pella Windows & Doors of *************************. This location is responsible for addressing all sales and installation concerns generated by their team, and/or warranty related concerns for their customers. This includes scheduling and parts ordering, so if the customer has any additional questions or needs for status updates for the upcoming appointment, we encourage him to contact their team directly, as they are in the best position to assist him. They can be reached directly by calling **************.
  
  Thank you for the opportunity to review this matter. 
  
  Sincerely,
  
   
  *************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

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