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Initial Complaint
01/05/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have been trying to get ahold of Pella regarding our purchase of our new sliding glass door and we are always told we will be contacted back within ***** hours and it has been over two weeks and still have not heard from them. We spent over eight thousand dollars for this door and we are having so many issues with it and our screen door has not worked since they installed it.
Business response
01/07/2022
RE: ID # ******** *************************

Dear ********************:

Thank you for your recent letter. I am writing to follow up with the concerns ************ has presented regarding the service needs for his sliding patio door.

In order to assist ************ further we require the original order number to follow up.

Thank you for your attention to this matter.

Sincerely,

*****************************
Customer ************************** Specialist
Pella Corporation
Customer response
01/13/2022

Complaint: 16417559

the order number says 789 on the paperwork I have, if you need I can give you our account number.

Thank you,
******** Buck
Business response
01/14/2022
RE:ID # ******** *************************

Dear ********************:

Thank you for your follow up letter. I am writing again to follow up with the concerns ************ has presented regarding the service needs for his sliding patio door.

Unfortunately, we will need more information than the three-digit number provided. If the customer is able to provide a copy of the original order that would be helpful in setting up service.

If ************ has any additional questions or concerns, the local service team may be reached at **************.

Thank you for providing us to look into this matter further.

Sincerely,

*****************************
Customer ************************** Specialist
Pella Corporation
Customer response
01/14/2022

Complaint: 16417559

I am rejecting this response because: here is a copy of the paperwork we received.

Sincerely,

*************************
Customer response
01/17/2022
Here is a copy of the paperwork we received.

Sincerely,

*************************
Business response
01/21/2022
RE:ID # ******** *************************

Dear ********************:

Thank you for your additional letter. I am writing again to follow up with the concerns ************ has presented regarding his sales and installation experience.

Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the difficulties your client encountered with his order 789DKAN9D and apologize for the frustration this has caused.

Upon receipt of your letter, I contacted the local management team. ***************************, Replacement Sales Manager with Pella Northland, provided that the Project Coordinator has been trying to reach the customer. I understand that the customer had been provided with a direct phone number.

As the manufacturer, Pella Corporation provides our products to the independently operated distributors and our products are covered by warranty from the purchase date of the product. As an independent store, Pella Northland is responsible for selling Pella products, maintaining their sales transactions, as well as, addressing all installation related concerns that are generated by their team.

If you have any additional questions or concerns, the local sales team may be reached at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer ************************** Specialist
Pella Corporation

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Initial Complaint
01/04/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased 4 exterior doors from Pella (through ******) in April 2021 for $15,3000 and they were installed in July 2021. Once installed the doors were determined to have defective locking mechanisms that would need to be corrected by Pella. Pella ordered the parts and scheduled a service call in October, delayed because of supply chain issues getting the materials. Pella did not show up for the service call because of internal staff scheduling issues and rescheduled for late December. After intervention by ******, Pella moved the service call up to early December but their technician did not bring the required parts to fix the doors so they rescheduled another appointment on February 28th (Pella incident # ******-002226). Pella refuses to move up the date even after I informed them that we've moved into the new house, but can't lock the exterior doors or prevent substantial cold air entering the house because of the three-point locking mechanism defect.
Business response
01/18/2022
RE:ID #******** *********************

Dear ********************:

Thank you for your recent letter. I am writing to follow up with the concerns ****************** has presented regarding the service experience for his entry door.

Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the difficulties the customer encountered with Lowes #**** order ********* and apologize for the frustration this has caused.

Upon receipt of your letter, I contacted the local management team. *****************************, a Service Manager for Pella Carolina,indicated that messages have been left with the customer. The team does not have the manpower to move up his return service visit at this time. If anything comes available, they will notify the customer.

If ****************** should have any additional questions or concerns, the local service team may be reached at ************.

Thank you for providing us this opportunity to address this matter.

Sincerely,

*****************************
Customer ************************** Specialist
Pella Corporation
Customer response
01/22/2022

Complaint: 16422045

I am rejecting this response because:
Pella sent me an email saying that someone would contact me within 1-2 business days but they didn't. I've called them at least 10 times and they refuse to return my calls to address a defective issue on $15K of new doors. I've been trying to get them to address the issue for 5 months without success.

Sincerely,

*********************
Business response
01/25/2022
RE: ID #******** *********************

Dear ********************:

Thank you for providing the customers response to our letter. I am writing again to follow up with the customers additional concerns.

As stated in our earlier communication the local service team has been trying to contact ******************. I understand they have left multiple messages for him to call them back.

As an independent store, Pella ********* **** is responsible for scheduling service for this area. They are in the best position to assist the customer with this concern.

********************** ******** may be reached at ************.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer ************************** Specialist
Pella Corporation
Initial Complaint
12/09/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My windows were installed using the wrong mounting system. I have repeatedly communicate with multiple Pella representatives and to no avail. I have reached out on numerous occasions to the ***************** my local field office and my local sales representative also to no avail. I was told that an issue is pending and that the wrong mounting system was installed and not communicated properly at the time of sale by my sales representative.
Business response
12/23/2021
RE:ID # ******** ***********************

Dear ********************:

Thank you for your recent letter. I am writing to follow up with the concerns ****************** has presented regarding the sales and installation experience.

Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the difficulties the customer encountered with the order and apologize for the frustration this has caused.

Upon receipt of your letter, I contacted the local management team. *******************************, the Customer Support Supervisor for ********************** Windows and Doors of Rockford, provided the information that units with correct hinges have been reordered. I understand that the customer prefers to wait for a spring installation.

If ****************** has additional questions or concerns, the local service team may be reached at ************.

Thank you for providing us this opportunity to look into this matter.

Sincerely,

*****************************
Customer ************************** Specialist
Pella Corporation
Initial Complaint
12/08/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased custom doors from Lowes but and when we took the sticker off the glass there were scratches in the glass, contacted Lowes and they said to contact Pella. Had a tech come out in May 2021, agree that it was on the inside of the glass and they would replace the door. Put us on a schedule, they cancelled on us after taking the day off from work. Then they have come out now twice to replace the door only to have it be wrong. I have now missed 4 working days to get this taken care of , i have called at least *********************************************** to not get a call back to let us know whats going. Again today they came out and the door was cut wrong again. I asked the tech to get a supervisor on the phone and they would not. This is terrible customer service as we have been waiting months to get the door we paid for to not get a call back, an apology and always get the run around.
Business response
12/14/2021
Dear ********************:

Thank you for your recent letter. I am writing to follow up with the concerns ************** has presented regarding the delays in warranty replacement for her Pella Entry Door.

Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the difficulties the customer encountered with Lowes order ********* and apologize for the frustration this has caused.

Upon receipt of your letter, I reviewed information in our Data Collection System. We apologize for the inconvenience of the multiple reorders for the warranty replacement door. I understand the service team placed the reorders correctly but there was an issue with the information translated to the manufacturing plant. Pella Corporations Senior Supply Manager was notified and will assist with the third reorder to insure that it is built to the correct specifications. We have also put request in the system that a Pella Corporate Supervisor call **************.

The local service team will be contacting the customer with a recovery date once the panel has been received. If the customer has any additional questions or concerns, the local service team may be reached at ************.

Thank you for providing us this opportunity to address this matter.

Sincerely,

*****************************
Customer Support Specialist
**********************
Customer response
12/14/2021

Complaint: 16344068

I am rejecting this response because:
I have not been notified by anyone from Pella, On 12/8/21 after the technician left stating someone would call me by the end of day. No one called, I have left messages for someone to call me and still no call, email or response. I have missed 4 days of work taking time off and we still have not had the door replaced. Or even a phone call apologizing or giving us any kind of update. When you call they say there in a meeting and please allow for up to 72 hours for a call back its now been a week for no call back again. Its terrible customer service. They can and should do better.
Sincerely,

*****************************
Business response
12/21/2021
Dear ********************:

Thank you for your recent letter. I am writing to follow up with the rejection of our response ************** has presented.

Pella Corporation and the local Pella sales team continually strive to provide superior customer service.? We very much regret that Ms. ****** sales experience has fallen short of her expectations, and we apologize for the inconvenience she has been caused.?

The Manufacturing Plant is processing the expedite replacement order and will inspect the unit before shipping to insure build and quality. The local service team will be contacting the customer with a recovery date once the panel has been received.

If the customer should have additional questions or concerns, the local service team may be reached at **************.

Thank you for providing us this opportunity to address your concerns.

Sincerely,

*****************************
Customer Support Specialist
**********************
Initial Complaint
12/03/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Pella was contacted for a quote for a bay window replacement, not new construction in July I was told by the representative that he did not have time to come out to look and at it but for me to have my contractor measure. I asked him to come out and look and measure as this has an angle given it's a bay window and they are not all standard, he declined said it was a 2 hour drive for him and was not worth it to measure for one window. I was told he would check with his service guy. He said ***** his service guy would be in Pikeville on 8/6, in which he did not show up. ****** later emailed me that next day and said he was now not going to come to Pikeville to get my contractor to get a second measurement so I did. We asked about measuring the angles and he said no it is based upon the size, and he was well aware this was not a newly constructed home it was a replacement. Now fast forward several months the window finally arrived In November and it is a new construction window and will not work. The Pella representative TravisSharp came out to look at it, said he should've came and looked as but that I would have to eat the $4k cost of the window and reorder something new but he offered me a discount. I asked to speak with the manager I have not been contacted yet. I request to have a refund on this window as I received a lot of false information, poor customer service, and they are not offering any type of fair resolution.
Business response
12/29/2021
See attached
Customer response
01/26/2023
No resolution to prior issue with Pella. **************** will not even offer help. The salesman was not honest in findings. The window they are claiming is not a bay window is indeed, it was confirmed with ********, so ******************* findings were false. He falsified a lot of information and left me with a $4k window and was extremely rude. Original complaint: Pella was contacted for a quote for a bay window replacement, not new construction in July I was told by the representative that he did not have time to come out to look and at it but for me to have my contractor measure. I asked him to come out and look and measure as this has an angle given it's a bay window and they are not all standard, he declined said it was a 2 hour drive for him and was not worth it to measure for one window. I was told he would check with his service guy. He said ***** his service guy would be in ********* on 8/6, in which he did not show up. ****** later emailed me that next day and said he was now not going to come to ********* to get my contractor to get a second measurement so I did as he asked for a rough estimate to be able to order. We asked about measuring the angles and he said no it is based upon the size of the window and he did not need an angle, and he was well aware this was not a newly constructed home it was a replacement. Now fast forward several months the window finally arrived In November and it is a new construction window and will not work they refuse to help me. The Pella representative *********** came out to look at it, said he should've came and looked as but that I would have to eat the $4k cost of the window and reorder something new but he offered me a discount. I asked to speak with the manager no one can seem to offer any help and ************** will not take my calls anymore. I request to have a refund on this window as I received a lot of false information, poor customer service, and they are not offering any type of fair resolution.
Business response
01/26/2023
RE: ***************************** BBB Complaint #********

Dear ********************:

Thank you for contacting Pella Corporation. I am writing again in response to Ms. ******** concerns.

Please note that our position remains as stated in our response dated December 21, 2021. It was determined that Pella Sales Representative *************************** acted on information provided by the customer and contractor, and the customer received the product as ordered. For your reference, a copy of that response is attached.

Should the customer have any outstanding questions or concerns, we encourage she continue communications with the local branch. They can be reached directly by calling **************.

Thank you for presenting us this opportunity to address this matter.

Sincerely,

*****************************
Customer *********************************** Specialist
Pella Corporation
Initial Complaint
12/03/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
1. Took ownership of Pella Defender Series replacement (pocket) window from ****** *********** on 10/28/2021. [****** *********** #********************************************************************************************* ************. Sill adapters are designed to fill in the exterior gap between the bottom of a vinyl window and the existing windows sloped sill. ****** and Pella window installation instructions/video include installation of a sill adapter. [Ref. BBB_Complaint_Installation References.pdf]3. ****** provided a Pella Defender Series replacement pocket window without a sill adapter. 4. Pella **************** originally stated: "Yes it normally is with Pella windows." [Ref. BBB_Text Message Thread With Pella.pdf]5. ****** contacted Pella to request a sill adapter. Pella's National Account Sales Representative stated the Pella Defender Series does not require a sill adapter which contradicts their **************** Representative. I received the following confusing response from the National Account Sales Representative: "Pocket windows do not have sill adapters as they are designed to fit inside an existing frame." When I requested Pella review their installation instructions and provide an explanation, I received the following confusing response: "That is what we have available." 6. I have requested a different Pella **************** Representative to review their installation instructions and have never received an explanation. [Ref. BBB_Text Message Thread With Pella.pdf]7. ****** provided me with the following response: "***, she did not respond to the steps in the instructions. What everyone is telling me is that the defender doesn't have a sill plate adapter."8. Pella then sent me installation instructions for a sliding glass door. [Ref. BBB_email_Pella ****************.pdf]9. ********************** then provided window drawing/installation details, with a professional engineering stamp, that does not match the Pella window I purchased from ******. [Ref. BBB_email_Pella ****************.pdf]
Business response
12/20/2021
See attached doc
Customer response
12/23/2021

Complaint: 16198039

I am rejecting this response because:
1)The statement claiming this was an online order is false. Pella was provided sales information from Lowes.
2)Is it an oversight that Pella did not add the Defender Series to their written/video instructions and include a matching sill adapter for this window? The following series windows are included in Pella's current written/video instructions: 350, 450, 750, 850. and Impervia.
3)A sticker was pasted on the window I purchased with instructions to visit "InstallPella.com" for "complete installation instructions." The first sentence on the attachment states: "IMPROPER INSTALLATION MAY VOID THE WARRANTY." Please explain why Pella is now instructing me to contact *********************. Is my warranty with Pella or *********************?
4)Please provide the differences between installing a Defender Pocket Replacement window and other Pella Pocket Replacement Windows. I am retired licensed professional engineer and have a Master's degree in Mechanical Engineering and would appreciate a technical explanation.

Sincerely,

*****************************
Business response
01/07/2022
RE:ID #******** *****************************

Dear ********************:

Thank you for your recent letter dated December 28, 2021. We appreciate the opportunity to further address Mr. ******** concerns.

I apologize for the confusion regarding where the product was purchased. I have reached out to our ***************** Team for more information regarding the availability of written and video instructions and the differences between the Defender Series pocket replacement and other Pella pocket replacement windows and am awaiting their response.

Regarding the warranty, the Pella Defender Series warranty can be found at www.pella.com/support/warranties/.********************* may be contacted by going to http://www.cws.cc/contact/.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer ************************** Specialist
Pella Corporation
Customer response
01/10/2022

Complaint: 16198039

I am rejecting this response because:
I have not yet received a response from their product marketing team

Sincerely,

*****************************
Customer response
01/10/2022

Complaint: 16198039

I am rejecting this response because:
I have not yet received a response from their product marketing team

Sincerely,

*****************************
Business response
01/14/2022
RE: ID #******** *****************************

Dear ********************:

Thank you for the additional information from ******************. I am writing again to respond the customers additional statements.

I understand that the customer questions why the Defender Series written/video instructions are not available. I have attached a copy of the ********** Installation Instructions provided by ********************** Team.

The customer states that the sticker on his product instructed him to visit www.InstallPella.com for complete instructions. ********************** Team will be investigating why the sticker on his Defender Series product instructed him to visit www.InstallPella.com. This appears to be an oversight.

****************** also requested information on differences between installing Defender Series Pocket Replacement window vs. other Pella Pocket Replacement windows. ********************** Team states that the Defender Series Windows are not available as a pocket replacement. The options are a unit with Nail Fin, a unit as a Box Frame and a unit with Front ******.

Additionally, the customer was also provided with a link to contact *********************. http://www.cws.cc/contact/

Respectfully, this will be our last and final response to ******************.

Sincerely,

*****************************
Customer ************************** Specialist
Pella Corporation
Initial Complaint
12/01/2021
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On Sept 10, 2021 (Friday), I had a in home consultation for a Pella window purchase, I signed a contract and wrote a personal check for $3,560.63, 50% of the total. Over the weekend, I learned that my job was being downsized due to covid. I immediately contacted the sales person; ****** Brubar on Monday 9/13/21 (first business day after) and told him due to financial situation I needed to cancel the contract. After a few emails (which I have) he acknowledged and stated the contract was cancelled. I instructed him to return the check. My error is I did not remember to keep track of the check being returned to me.Last week, on 11/23/2021, the full amount of the check was debited from my bank; 2 1/2 months after the contract was cancelled. This amount paid from my bank was devastating, it caused my account to go into the negative, I was not able to have money to shop on Black Friday and I am not able to pay the first of the month bills including my mortgage. I sent an email message for the sales person, no response, I left a phone message at the customer service number, no response. I am so upset and am strongly considering legal action. This has cost me more than the original check.This business/sale person is unethical and has caused great harm to me.
Business response
12/14/2021
RE:ID # ******** *********************************

Dear ********************:

Thank you for your recent letter dated December 1, 2021. We appreciate the opportunity to address Ms. *********** concerns.

Upon receipt of your letter, I contacted the local management team. ***********************************, the General Sales Manager for Pella Northland, indicated she had been in communication with the customer on November 29, 2021. It is my understanding that Pella Northland issued a check to the customer to cover her check cashed in error and overdraft fees.

Should ************************ have any questions, she may contact ******************. She may be reached at ************ or toll-free at ************.

If you have any further questions, please let me know.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Support Specialist
**********************
Initial Complaint
12/01/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been waiting for a window installation job to be completed since September.While a part of the job has been completed - a few windows have been installed to my satisfaction - there are still screens that need to be installed.In the past 3 months multiple people came by the house, saw the work left to be done, told me that there are parts missing that they need to order and that they will come back, but none did.Now they stopped trying and started sending me bills with a threat to *** me or put a lien on my property. I don't think it would make any sense for me to pay because I have no reason to believe that they will finish the job if I do.Please help!Thank you so much
Business response
12/09/2021
Dear ********************:

Thank you for your recent letter. I am writing to follow up with the concerns you client has presented regarding the installation of their 250 Series products.

Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the difficulties the customer encountered with order 714E88064 and apologize for the frustration this has caused.

Upon receipt of your letter, I reviewed the information in our Data Collection System. According to the Service Coordinator, the replacement parts that are needed have been ordered. Upon receipt of these parts, a service appointment will be scheduled to install the screen. I understand the customer, *******, has been contacted with this information.

If the customer has any additional questions or concerns, the local sales team may be reached at ************.

Thank you for providing us this opportunity to address this matter.

Sincerely,

*****************************

Customer Support Specialist

Pella Corporation

Customer response
12/16/2021

Complaint: 16185302

I am rejecting this response because:
I wanted to first say thank you for your help, it has been really productive. Pella scheduled the finalization of the work for maybe next week, and that will be more than ***************************************************** I do not want to close the case because this has happened with them before so I want to wait until they actually finish the job and then I will reach out again to let you know how it went.

Again - thank you so much.

Sincerely,

*******************
Initial Complaint
11/17/2021
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We signed a contract to replace all windows in our ****s home one year ago. We are still dealing with the fallout of a botched installation that resulted in damage to the product and our house. Four crews have been to our home since March 2021. Each crew has caused damage that requires another repair. A recent inspection of our home noted failed sealant around the windowssealant that is only a few months old. This project has impacted our ability to list our house. We are receiving overdue invoices for the job and I cant reach anyone in accounting. We also got caught ** in a price increase due to delays caused by covid. After all of this, weve decided to forgo replacing three sashes that suffered cosmetic damage, and Pella has offered us a $750 discount, which basically just absolves us of the price increase. Our experience has been a nightmare, and we have very little confidence in the job/product.
Business response
12/09/2021
Dear ********************:

Thank you for your recent letter. I am writing to follow up with the concerns ************** has presented regarding the installation experience for her Impervia Series Products.

Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the difficulties the customer encountered with order ********* and apologize for the frustration this has caused.

As the manufacturer, Pella Corporation provides our products to the independently operated distributors and our products are covered by warranty from the purchase date of the product. As an independent store, Pella ************** is responsible for issues related to sales, installation, and service. This would include determining billing adjustments.

Upon receipt of your letter, I reviewed information in our Data Collection System. It would appear that the local team has been engaged with the customer to address her concerns. I understand that the recovery is scheduled for January 21, 2022 pending confirmation from the customer.

If ************** should have any additional questions or concerns, the local sales team may be reached at ************.

Thank you for providing us this opportunity to look into this matter.

Sincerely,

*****************************

Customer Support Specialist

Pella Corporation
Customer response
12/09/2021

Complaint: 16150633

I am rejecting this response because:
I received the response to my complaint regarding the compromised installation of my Pella windows. The local team has been unable to address my concerns regarding the job and remuneration. Four different balances due have been presented to me (one from Pella, one from the VA accounting office, and two from the project manager) since my initial complaint was filed and Ive yet to receive an invoice that shows a satisfactory discount on my job.
Additionally I have informed the local office that the recovery appointment does not work as the house will be sold at the end of December; I need to settle this account this month; and I would like to speak with someone who can reconcile the differences in balances due and present me with a number that takes into account the physical damage, financial loss, and stress that this situation has caused.
Thank you,

Sincerely,

*************************
Customer response
12/09/2021

Complaint: 16150633

I am rejecting this response because:

Sincerely,

*************************
Business response
12/14/2021
RE:ID # ******** *************************

Dear ********************:

Thank you for your your follow up letter. I am writing to follow up with notice of rejection from the customer.

Unfortunately,we are unable to address to Ms. ****** rejection as the notes do not provide any additional information.

If the customer has any additional questions or concerns the local sales team maybe reached at ************. They are in the best position to address any remaining concerns.

Thank you for reviewing this information.

Sincerely,

*****************************
Customer Support Specialist
**********************
Initial Complaint
11/15/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I opened a bedroom window in the evening of 08/02/2021. I was not able to close it back. The mechanism broke. The crank case was visibly damaged and the latches would not lock. I called Pella customer service. The local subsidiary sent an email on 08/06/21, asking for the pictures of the window. I sent these on 08/08. They sent a quote. I signed the paperwork and paid for the parts on 08/12/21. The earliest they could send a technician would be in October. I decided to use my own handyman, who looked at the window on 10/08/21. He recognized that the locks that hold the latches were broken and the color of the replacement parts was wrong. He called the Pella customer service and informed them. He was told that they had all the information and I would receive a quote in ***** hours. I did not receive any correspondence for a week. I called back on 10/15/21 and explained what had happened. It took another 5 days for the local subsidiary to send another email on 10/20, asking for the same info I had already provided. I resent the previous pictures along the with the updated pictures of the broken lock. I did not hear back and I called back the Pella customer service on 10/29. I received an email form the local subsidiary the same day that they are waiting for me to provide the dimensions of the visible glass surface. I provided the dimensions. They shipped the crank and and latch levers with the correct color, but no locks. I did not receive a quote. I called the local subsidiary on 11/05. I was on hold for 36 minutes before it became 5:00 pm and they closed. I called the Pella customer service again and asked for their help. The service rep was apologetic and promised that she would follow up next week and make sure that I would get the parts. Nothing happened. As of today, November 14/21, I have a window that cant be locked since the beginning of August. It is a safety and security hazard.I am very frustrated. will appreciate your help.
Business response
12/13/2021
See attached doc

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ComplaintsforPella Corporation

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