ComplaintsforPella Corporation

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They haven't finished sealing my new windows they installed and plus they aren't returning my phone calls or texts messages. I have left multiple messages for them to finish the job and nothing from them. I have open gaps around my windows on the outside and I have s**** driver damage to my new windows. My one window close for tight where it's almost not closing. I wasn't asking for a refund or any money and just wanted them to finish the job they started but now it's been over a month and nothing has been done to finish my windows. I paid a lot of money on these windows to have it half *** done.

  Business response

  05/14/2024

  May 14, 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 dissatisfaction with the finish and the appearance of the installation.
  
  Upon receipt of your email, I contacted the local management team. *********************************, the Customer Support Supervisor with PWD-******** LLC, stated that their team is prepared to discuss expectations with the customer. She also advised that they will be contacting **************** directly to address his current concerns.
  
  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 this customers 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. This includes discussions around attribute expectations and/or appearance of finish color, and installation-related concerns. As Pella Corporation is not a party to the customers purchase contract, we do recommend that they continue communication with the local team to reach an amicable resolution, as they are in the best position to assist with this matter. Their team can be reached directly by calling ************.
  
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  05/15/2024

   
  Complaint: 21685258
  
  I am rejecting this response because: I still haven't heard from anyone about my issues with the windows. It seems like everyone is passing the buck around because they don't want to deal with the problems! They keep saying someone will contact me but no one does. Also this company has very bad and lazy customers support. 
  
  Sincerely,
  
  ***********************

  Business response

  05/28/2024

  May 28, 2024
  
  *************************
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** ***********************
  
  Dear ********************:
  
  Thank you for your additional email. I am writing to follow up on **************** rejection response.
  
  I contacted ********************************* again, the Customer Support Supervisor at PWD ******** LLC. It is my understanding that she spoke with **************** today, May 24th, and the customer has provided a summary of his current concerns. They have proposed a technician inspection for Tuesday, June 4th to assess a window in the kitchen, which has been reported as too tight. I understand that they also intend to perform the final inspection during this same appointment. I was advised that **************** will still need to provide confirmation of this appointment and that ****************** has a call scheduled for Tuesday, May 29th to obtain this confirmation, or potentially reschedule as needed.
  
  As Pella Corporation is not a party to the customers purchase contract, we recommend that **************** continue communication with the local team to reach an amicable resolution, as they are in the best position to assist with this matter. Their team may be reached at ************.
  
  Pella Corporation's position remains unchanged from the response previously provided on May 9th, as the complaint regarding expectations of specific purchased attributes and installation concerns will need to be addressed directly by PWD ******** LLC as they are the business who sold the product and associated installation labor to the customer.Respectfully, this is **********************'s ********************'s final response to this specific customer complaint.
  
  Thank you for the additional opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

  Business response

  05/28/2024

  May 28, 2024
  
  *************************
  Better Business Bureau
  ******************
  Des Moines, IA 50310
  
  RE: ID # ******** ***********************
  
  Dear ********************:
  
  Thank you for your additional email. I am writing to follow up on **************** rejection response.
  
  I contacted ********************************* again, the Customer Support Supervisor at PWD ******** LLC. It is my understanding that she spoke with **************** today, May 24th, and the customer has provided a summary of his current concerns. They have proposed a technician inspection for Tuesday, June 4th to assess a window in the kitchen, which has been reported as too tight. I understand that they also intend to perform the final inspection during this same appointment. I was advised that **************** will still need to provide confirmation of this appointment and that ****************** has a call scheduled for Tuesday, May 29th to obtain this confirmation, or potentially reschedule as needed.
  
  As Pella Corporation is not a party to the customers purchase contract, we recommend that **************** continue communication with the local team to reach an amicable resolution, as they are in the best position to assist with this matter. Their team may be reached at ************.
  
  Pella Corporation's position remains unchanged from the response previously provided on May 9th, as the complaint regarding expectations of specific purchased attributes and installation concerns will need to be addressed directly by PWD ******** LLC as they are the business who sold the product and associated installation labor to the customer. Respectfully, this is **********************'s ********************'s final response to this specific customer complaint.
  
  Thank you for the additional opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  05/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Date of installation October 2023. February 2024 I was putting up a shade between the glass and a long splinter went under my fingernail on left hand. On March 17 my fingernail became soft at cuticle and I lifter the nail enough to see the end of splinter. I pulled splinter out with *******'s. I am in process of losing my fingernail. I received a HGP wood splintering Reference number February 20, 2024. I contacted Pella service in ********, ** on April 5, 2024 and May 3rd. A service has been here two times taking pictures. I did a video call and we went to several windows to record the wood splintering on window slides. I have had no reply to correct the windows. We purchased 21 new windows. Several of the windows arrived with a film between the glass. One set of windows had Pella stickers between the window glass. We would like to hear from Pella to have them correct the problem with all our windows with mini-blinds between the glass. We built our house thirty years ago with Pella windows and wanted to stick with Pella replacement windows. Not sure we made the correct choice of windows.

  Business response

  05/22/2024

  May 22, 2024
  
  *************************
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ********* *******************
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up with the concerns that *********** has presented regarding the splintered wood within the hinged glass panel of his Lifestyle Casement window.
  
  I apologize for my delayed response as I have been working with internal resources to fully investigate the matter to develop an appropriate resolution to propose to the customer. We will present that resolution to the customer as soon as that has been established and is available to share. We do understand the urgency necessary to address this concern.
  
  The warranty for wood products purchased after February ********************************************************************************** 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.
  
  We encourage ************ to continue communications with the local Pella distributor,Pella of ********, to reach an amicable solution. Their team can be reached directly by calling ************.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation
  

  Customer response

  05/22/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had windows and doors installed through Pella *************** ******** They never finished the job. After holding off final payment we were told if we didnt pay in full we would be sent to collections and they wouldnt finish. We paid in full on 12/08/2022. Here I am 5/3/2024 and the job has still not been completed. Calls backs are impossible, *****, the sales manager, will tell you whatever it takes to smooth it over and never follows through again. We were promised a crew to come finish on 4/26, but once here they did not know why they were here and did not handle the jobs we needed to be done. Then I was promised a call by 4/30 when a part we needed arrivednever got that call either.

  Business response

  05/09/2024

  RE: ID # ******** *******************
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up with the concerns presented by *********************** regarding her outstanding service needs. 
  
  I contacted the local management team. *********************************, the Customer Support Supervisor with ********************** Windows and Doors of *******, advised that she was in direct contact with the customer on May 7th, and it was discussed that after further research it was determined that the handle requested by the customer was no in their purchase contract, and is not an option for the sliding patio door in question. She also advised that she confirmed with the customer that the remaining outstanding items needed are screens for three windows and trim for one window. They have set a follow-up for next week to discuss a service date, as the customer will be out of down and needs to clean the windows prior to screen installation. 
  
  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 ************ area is provided by Pella Windows and 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 all parts ordering, scheduling of appointments, and any requests for monetary compensation. As such, we recommend that ************ communicate with the local team directly as they are in the best position to assist her with reaching a resolution. They can be reached directly by calling **************. 
  
  Thank you for the opportunity to review this matter. 
  
  Sincerely,
   
  *************************
  Customer *********************************** Specialist
  Pella Corporation
  
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order 4 new windows from Pella Windows on 6/10/2021. When they arrived the contractor hired by Pella stated to me that they were the wrong sized windows. We had paid half down at a cost of $2784.00. So I told them to return them and order the correct ones. They kept stating that they could make these fit but that the dimensions were not quite what they should be. I kept asking for new windows. Finally, no one would answer my phone calls. So I just wrote off the loss and figured I could live with my old ******** windows. But yesterday 4/23/2024, 3 years later I get an email from ************************* I assume at Pella requesting payment of the balance of $2782.49 for windows they never installed. This is very upsetting that they now want payment for a service they contracted for and never installed them. I want them to close the account and document that I owe them no more money

  Business response

  04/26/2024

  RE:************************* BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent contact to Pella Corporation. I am writing to follow up on the concerns **************** presented regarding the payment balance he received.
  
  I was in contact with ******************* (Operations Manager) who has advised that they will be zeroing out the outstanding balance. We apologize for any frustration this has caused. If **************** has any further questions about his balance, he will need to contact the distributor directly *************).
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ***************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  04/27/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Pella Reference # ******-001158 Dear Better Business Bureau,I am writing to file a complaint regarding the inadequate customer service I have received from **********************. On November 30, 2023 Pella installed my windows and encountered several issues with the product. Despite numerous attempts to contact their customer service department for assistance, I have yet to receive a satisfactory resolution.The issues I encountered with the product include poor installation and the main issue is that the windows have been collecting water on the interior window tracks after every rainfall. After observing this on more than 5 occasions, I reached out to the installation team and my project manager via phone and email to seek assistance and a possible resolution. However, my attempts to communicate with their customer service team have been met with a negative response and lack of support to resolve the problem brought to their attention. I have made over 10 attempts to contact Pella's customer service department, but have not received any meaningful assistance or even acknowledgment of my concerns. This lack of responsiveness is not only frustrating but also unacceptable considering the amount of money I spent on their product.As a consumer, I expect to receive adequate support and assistance when encountering issues with a product I have purchased. The lack of communication and assistance from Pella Corporation has left me feeling neglected and dissatisfied with my purchase experience.I believe that Pella Corporation should take responsibility for their product and provide the necessary support to ensure customer satisfaction. I urge the ********************** to investigate this matter and take appropriate action to address the non-responsive and unhelpful customer service practices of ********************** Thank you for your attention to this matter. I look forward to your prompt response and resolution of this issue.Sincerely,Acacia ***** ************

  Business response

  04/25/2024

  RE:***************** BBB Complaint #********
  
  Dear ********************:
  
  Thank you for contacting Pella Corporation.
  
  While I understand **************** opinion regarding water in the track of her windows, the warranty states that defects that are covered are defects which significantly impair the operation and function of the Pella 250 Series product. Since the windows are operating and performing as intended, the concern is not considered a defect under the terms of the warranty. Therefore,the windows will not be replaced.
  
  For additional questions or concerns, we suggest ************** contact the local Pella service team. They can be reached at ************.
  
  Thank you for giving me the opportunity to address Ms.Henrys concerns.
  
  Sincerely,
  
  ***************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  04/28/2024

   
  Complaint: 21599778
  
  I am rejecting this response because:

  The Pella branch that completed the installation has no been responsive and I have communicated that the windows installed are not working as Pella has mentioned. I have scheduled for another window contractor to review the work and waiting for them to inspect the quality of work and installation. Pella has not been helpful throughout this post installation issue . The windows are not draining as the manual states which is the problem and my reason for the request.

  
  Sincerely,
  
  Acacia *****

  Business response

  05/06/2024

  May 6, 2024
  
  *************************
  Better Business Bureau
  ******************
  ********************
  
  RE: ***************** BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your additional email regarding Ms. ****** concerns.
  
  The window and door industry is governed by testing conducted according to the North ****************************** (NAFS).  NAFS acknowledges it is normal for water to remain in the channel as long as it doesn't come inward and defines water penetration as "Any form of liquid water (including percolating water)beyond the innermost plane of windows, doors, and unit skylights, independent of amount or means of occurrence".
  
  Most vinyl sliding window frames, including Pellas 250 Series, are made from the same vinyl extrusion on all 4 sides of the window frame. The channel that holds the sliding sash on the sides and the top of the window frame has a track snapped in on the bottom (sill) for the sliding sash to roll on. The bottom channel of the sliding window will collect and hold water during a rain event and allow the water to drain out of the frame. A small amount of water remaining in the sill after a rain event is normal and will evaporate.
  
  As explained in our previous response, the windows are operating and performing as intended and the concern is not considered a defect under the terms of the warranty. Therefore, the windows will not be replaced.Respectfully, this is Pella's Corporation's final response to this specific customer complaint.
  
  If ************** has any additional questions, Pella Service may be reached by calling ************.
  
  Thank you for the additional opportunity to review this matter.
  
  Sincerely,
  
  ***************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Pella is not upholding their warranty. I ordered windows in 2022. The windows were not welded together. To the eye you can't tell this but over time the heat has transitioned these windows where they are falling out of my house. Pella sent an inspector and he agreed they are a product defect and will be under warranty. I ordered these through Lowes and pella is trying to make Lowes cover the cost and installation. I have never seen a vendor treat their supplier like this. I've been trying to get these windows ordered for 7 months. ***** will not order them because they are afraid they will be stuck with the bill. Pella needs to order and install them based on their warranty. Instead I'm left with windows falling out of my house and they are no longer contacting me. I was disconnected from the customer service rep today. I'm so disappointed that companies can do this to customers.

  Business response

  04/25/2024

  RE:************************* BBB Complaint #********
  
  Dear ********************:
  
  Thank you for your recent contact to Pella Corporation. I am writing to follow up on the concerns ************ presented regarding her windows ordered through Lowes in 2022.
  
  After receiving your email, I contacted the local Pella Representative who works with ***** in Ms. ***** area, and they advised they have been in touch with her store. The Pella representative is working closely with Lowes on a resolution.
  
  Lowes is responsible for ordering full units under warranty,so we recommend that ************ continue to work with ****** to reach a resolution.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ***************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  04/25/2024

   
  Complaint: 21601201
  
  I am rejecting this response because:

  I have been working with Lowes for the last 7 months. Lowes will not pay for the windows or installation which Pella is trying to pursue. This has resulted in a stalemate of nothing being done. Again customers should not be involved with a dispute between a vendor and supplier. This needs resolution.
  
  Sincerely,
  
  *************************

  Business response

  05/01/2024

  RE:ID # #******** *************************
  
  Dear ********************:
  
  Thank you for your additional email.
  
  Pella Corporation is only the manufacturer, so it is ****** responsibility as their own separate company, to order and/or reorder all full products for their customers, as they are the business that made the sale.
  
  The result of the inspection performed by Pella Windows & Doors of *****, ** was determined that the products were damaged before installation, and should not have been installed. As ************ may be aware, the written installation instructions state Inspect the product for any damage such as cracks, dents or scratches. DO NOT install damaged windows and the warranty states "FAILURE TO COMPLY WITH PELLA INSTALLATION AND MAINTENANCE INSTRUCTIONS VOIDS ALL WARRANTIES
  
  If ************ has additional questions or concerns, we advise her to communicate with her local Lowes store.
  
  Pella Corporation's position remains unchanged from the response previously provided on April 25th, 2024. We thank you again for allowing us to review this matter.
  
  Sincerely,
  
  ***************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Oconee Elite Windows a Pella contractor installed three windows in our home late summer 2023. The windows initially delivered were the wrong model and then after that delay the windows we finally got were the wrong size. Instead of refusing the windows, I allowed the installation team to build new window pockets/frame to match the size of the incorrectly sized windows. That was my mistake. In addition, parts of the windows were missing and had to be installed later and the window pockets themselves were built very poorly. Also, a part of one of the windows keeps coming undone and the manufacturer wants me to pay $185 to have a service technician to come out and assess the situation.

  Business response

  04/23/2024

  April 23, 2024
  
  *************************
  Better Business Bureau
  ******************
  ********************
  
  RE: BBB ID # ******** *********************
  
  Dear ********************:
  
  Thank you for your recent email. I am writing as a follow up to the concerns that ************* has presented regarding his windows and the potential service fee for inspection.
  
  The warranty for vinyl Pella products provides the original purchaser of the product with coverage for 20 years on IG seal failure, limited lifetime on the remaining components, and labor for the first two years from the date of sale.
  
  Upon receipt of your communication, I contacted the General Manager of Pella Window and Door of ************** *****************************. ********************* has clarified the service fee, which the customer discussed over the phone with their coordinator. The coordinator did not state that the inspection would certainly be chargeable to him. Rather, they were making him aware that if the inspection revealed that the root cause of his concerns was a direct result of the installation, the service fee would then be chargeable to the customer.If the root cause of the current concern is discovered to be product-related,it would be addressed under warranty and the service fee would not be chargeable.
  
  Please understand that the published product warranty does not provide coverage for installation-related matters. Pella Corporation does not provide installation services, or warrant third-party purchased installation services, as we are only the manufacturer of the product. All installation-related concerns would need to be addressed by the business that performed the installation, Oconee Elite Windows. Oconee Elite Windows is their own business and was hired by the customer directly, independent of the product purchase from Pella Window and Door of ******** **** As Oconee Elite Windows is a separate business, Pella Corporation cannot comment on what, if any,installation warranty remains available to him from their business. The customer would need to speak to them directly to learn more about what coverage may remain.
  
  If ************** needs additional assistance with scheduling the inspection, the local distributor can be reached by calling ************. To reiterate, however, the service fee would be chargeable to the customer if the root cause is determined to be installation-related and he would need to seek resolution from the installer, Oconee Elite Windows, directly.
  
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Pella in October of 2022 for two window replacements after heavy *************** of water intrusion. I was told rotted wood or any materials in poor condition within or around the window opening would be replaced prior to installation. Today ( April 3, 2024) after the second broken window sill was to be replaced, rotten wood the length of the window, along the bottom was discovered by Pellas employee. He confirmed that the inside and outside rotted wood should have been replaced. I was never informed of any rotten wood or other damaged material. It is highly likely that there is more rotted wood and damaged material within and around the window opening compromising the manufacture warranty; due to not rectifying known preexisting damage, prior to installation. It has been nothing but problem after problem over the past 1.5 years. I have lost total confidence in Pellas workmanship, customer service, product reliability and warranty compliance. A repair or replacement to the exposed rotted wood is not acceptable. Nor is another Pella replacement, if even offered. This is the second replaced window in the same opening after a 7 month delay plus 3 additional unmet deadline dates. I am seeking your help for a full refund asap. I have not been successful in communicating with anyone who cares or has any ability to address my concerns. Pella - ***************************, has proven time after time that it is a company that does not value my business, does not care to employ friendly, helpful, competent workers who take pride in providing quality service or workmanship in a timely manner, nor care to adhere to warranty requirements or follow city and state requirements and laws, for the good of their customers. One of many examples: I spoke with 4 different employees regarding obtaining a permit for a new window replacement. Longtime Pella employees and management whose daily job it is to pull permits for all of Pellas jobs, were not knowledgeable of basic permit laws and refused to abide by them. Insisting that a permit for the 2nd replacement, or a city inspection was not needed. I was told they have a Pella team member come out after the installation is complete and they do their own inspection. They stated they do not and will not pull a permit for a second replacement window nor would it be inspected by the city as it is not necessary and that they have always done it that way. They instructed me to not call the city to inquire about the requirements and insisted that the city inspector and the person in charge of issuing permits didnt know what they were talking about. They did not accept or believe the permit laws and documentations provided to them by me and 2 city and state workers. They would not accept a permit and passed inspection by the city/ state was needed. They were argumentative and it took a several days/ weeks of emails, phone calls by the city/ state inspectors and I to convince them a permit and city/ state inspection was needed and that they were and have been breaking the law.

  Business response

  04/18/2024

  April 18, 2024
  
  *************************
  Better Business Bureau
  ********************************************************************************
  
  Re: ID #******** ***************************
  
  Dear ********************:
  
  Thank you for your recent contact to Pella Corporation. I am writing to follow up on the concerns presented regarding order #*****KSGU2.
  
  Pella Corporation is the manufacturer of Pella products and does not offer direct sales or installation services to retail consumers of Pella products. Pella Corporation was not a party to the purchase agreement between ******************** and the local distributor, so we cannot speak to the scope of work responsibilities that *** have been outlined within the contract associated with purchase order #*****KSGU2.
  
  I apologize for any misinformation ******************** *** have received from ************************** agents. A thorough review of the documented notes relating to calls between ******************** and our office indicates the **************** agents were not aware the questions were related to the scope of work responsibilities outlined within the purchase contract. For future reference, our **************** agents should always direct a customer to present those kinds of questions to the point of purchase.
  
  As a courtesy, I contacted the sales team at Pella Windows and Doors of *****, **. They advised that their business is coordinating a site visit to Ms. ********* home. The Installer, Pella Tampas Installation Supervisor, and IFS will be present at the visit. IFS will remove the *****,inspect the wood, and repair them if necessary. They will also reinstall the two windows and replace the *****.
  
  As previously stated, Pella Corporation was not a party to the contract, so we are unable to refund ******************** her purchase price. Any refund request must be presented to the business that sold the product for them to review. Pella Corporation will support whatever decision Pella Windows and Doors of *****, ** makes regarding a refund request, as they hold the contract for that sale.
  
  We advise ******************** to continue to work with the Pella Windows and Doors of *****, ** team to reach a final resolution in this matter.They can be reached at ***************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  04/20/2024

   
  Complaint: 21528311
  
  i am requesting a full refund. 
  

  I am rejecting this response because: of the poor customer service and poor installations. 
  I have tried for months to reach someone  who can help me locally at the number you provided for *****, (Oldsmar and *******). Every single person I have spoken to tells me they cannot help me and have no idea who can. The only way of getting a response from anyone was to file this complaint. And  sadly this has not been helpful either.  
  

  No one has been able to provide me with a name or extension # of anyone with any authority or capability of helping me. I was actually surprised that Pella Corp. responded to this complaint. After placing this complaint someone from scheduling called me to schedule a time for their workers to come view the areas of concerns and replace the rotted wood if necessary. Its definitely necessary. I have sent photos, pella worker has stated it should have been replaced, as well as every person I have been transferred to while calling numerous times trying to get help.
  No one has contacted me to apologize or to let me know they would be in charge of handling my concerns. It seems someone put in a work order to try to fix issues that everyone agrees should have been done during installation.
  

  i found out that the two separate installers who installed my two windows were subcontractors, not Pella w2 employees. I cannot continue to miss work bc of window related issues nor keep paying for the stucco to keep getting painted. I have spent so much time dealing with pella store issues. As I stated in my complaint, a fix or replacement is not acceptable. 
  

  I am glad to read that Pella Corporation will stand by the decision that Pella local offices make in resolving my request for a full refund. 
  

  are you able to provide me with a contact name and number or email of who is in charge of working on this complaint locally?

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

  Business response

  04/25/2024

  April 25, 2024
  
  *************************
  Better Business Bureau
  ********************************************************************************
  
  Re: ID #******** ***************************
  
  Dear ********************:
  
  Thank you for your additional email to Pella Corporation. I am writing to follow up on Ms. ********* rejection to our previous response.
  
  After receiving your email, I contacted the local Pella distributor. They advised ******************** may reach out to Mr. ************************** He can be reached directly at **************. **************** is in the best position to explain their internal policy that enables them to hire third-party contractors for the installation applications they are contracted to provide.
  
  Thank you for the opportunity to address Ms. ********* concerns.
  
  Sincerely,
  
  *************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pella window defective - 2 purchased April 23. June 23 installed. Problem discovered only after one window attached, and went inside to clean labels and remove screen. The left side of the frame is bowed in so that lower sash requires major strength standing directly in front of the window to operate up or down. Once the tub is installed, it will have to operate from the side, which is very easy with the other window. ( But I would have to get inside the tub to do so in its present condition.) The defect is visible in the photos. When closing, it actually slams down hard after reaching the lower straight section. Would not have noticed this defect before the window was installed. Pella local service came out July 26 but technicians were unable after over an hour to fix the issue - the technician on leaving said the window was made out of square and its frame needed to be replaced. After a week of not hearing from them, I called. The technician called me back saying 'it is not an install issue.. They would call to follow up." They Never did. From July to December I spent many hours on phone calls to following up, including visits to ****************** and emails. See full details below. Finally Pella that this was not a window issue - it was a Lowes Issue - thus not under warranty. So I then, as final effort, called Local Pella Service. Spke to ***. Asked him if we could have pushed in the frame accidentally. He said itwould take huge brute force to do so. Could not send me copy of report or their photos without permisiion and would get back to me....Again, never heard back. I then December 9 wrote Pella with Warranty Claim, with **************** of phone calls and people, with photos and invoices - ALL attached below. I received no reply until finally Jan 1 - saying they would review with Local ************ Pella and get back to me with arrangements. That was the last I heard from them. Lack of ANY COMMUNICATION for 10 months is appallingly unbelievable!

  Business response

  04/05/2024

  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the operational concerns that ****************** has presented regarding her Defender Series Single Hung windows.
  
  Upon receipt of your email, I contacted the local Pella distributor, PWD-*******, LLC. The Service Supervisor ************************* informed me that upon the inspection of Ms. ******** product, they discovered that the concerns she is experiencing are directly caused by installation errors. The installation errors include the product not being installed in the opening plumb/level/square as required by our published installation instructions, as well as evident over-shimming along the jambs of the unit. The frame being out of plumb/level/square and being over-shimmed are causing both the inconsistent reveal gaps around the **************, as well as the operational concerns which the customer reported. Please note that PWD-******* did not install the product, and it is our understanding that the customer purchased her installation services from Lowes *********************** which was her point of purchase for her Defender Series products.
  
  Please understand, Pella Corporation does not provide installation services, or warrant said installation services as provided by other companies, as we are only the manufacturer of the product. All installation-related concerns, including shim application and plumb/level/square, will need to be addressed by the business which performed the installation. As such, Pella Corporation is unable to provide replacement product or labor at no cost to the customer, as the root cause of the concern is the installation rather than the product itself. We strongly encourage ***************** continues to work with the original installers to address these concerns, are they are responsible for the resolution of this matter.
  
  If the customer has any additional questions or concerns, the local 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

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ongoing issue from initial outreach to Pella on 07/23/22-set up appointment- met with agent-order placed 07/28/22. We were told order/install would be ***** weeks. Original install slated right before Thanksgiving, then pushed as full order wasn't ready. We had to call to get install set up - lack of communication. (We moved items to prepare-left without answers for months.) Install happened beginning of 12/22-they sent 2 people for the entire install. They didn't pick up all of the windows so had to go back to pick up windows-rushed job. Left trash/didn't clean up work area. Had issues with almost every window. There were scratches, marks, discolorations. They used old/discolored caulk. Passed initial inspection - sent out person to go over info on all the issues - didn't tell us it would be another at least 12 weeks for replacements/repairs. We reached out several times. Told we would get call back-none came. Told the coordinator on our account was no longer there - spent hours on hold to try to get answers. Repeatedly told we would get call backs. Installers have been sent with wrong items multiple times, we have been told that items we aren't happy with won't ever be "perfect" but what we have is fine and normally wouldn't be replaced. Many windows needed new glass, new sashes, multiple wheels were broken on sliders, frame extender, covers. Some items have been fixed, but it's pieces here and there and it's hard to keep track. As of today 03/28/24 we are still working on getting everything done. We are told some items are still with install and some are with repair and their systems don't work together. It will be at least another month before the next appointment. We have completed surveys and asked for more info and still nothing. Reached out to corporate. They said they don't deal with the finances. We financed ******** and have been paying for 20 months. (********* paid to date). They said they would discuss compensation later. I don't believe them anymore.

  Business response

  04/03/2024

  RE: *********************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your recent correspondence. I am writing to follow up on the concerns presented regarding Ms. ****** recent service experience.
  
  Pella Corporation is not a party to her purchase contract with the local Pella Window and Door distributor, nor a party to the contract with the subcontractor, so we are unable to provide assistance or direction in the matter of seeking monetary compensation/reimbursement for her experiences or property damage. ************** will need to work directly with those parties to discuss compensation.
  
  After receiving your communication, I was in contact with Mr. ************************** Operations and General Manager for Pella Windows and Doors of *******. He has advised that ************** is scheduled for a sash install on April 18th. **************** has offered to send a recovery technician out to do a walkthrough if ************** feels that there are additional items that need to be addressed. He has also advised that while they will honor all warranty requests, they will not be providing a refund to the customer.
  
  The warranty for Ms. ****** 250 Series products is as follows: two years for service and labor, which expires in August 2024, Limited Lifetime for non-glass parts, and 20 years for the glass.
  
  As a goodwill gesture to **************, we have provided her feedback to the leadership team at Pella Windows and Doors of ******* to make them aware of her most recent communication. She will, however, need to contact them at ************* to continue working toward an amicable resolution.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ***************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  04/11/2024

   
  Complaint: 21502612
  
  I am rejecting Pellas response because:

  
  In the initial complaint, there was very limited space to work with as there was a word count. We tried to fit in as many details as possible.
  We have been lied to and ignored for almost 2 years in this process. We have reached out to corporate,and local numbers. We have spent many hours on the phone trying to untangle what is needed, what department to go to, and how to get things fixed. Many times,the people on the phone do not know the answers. They take a message and say that they will have someone call back and then we dont hear anything back.
  Regarding the alleged upcoming appointment on 04/18 at this time, no one has even reached out to us directly (by email or other means) regarding this appointment, outside of the reference made in this complaint process. When "scheduling" an appointment, in the past, they would just send an email - there was no phone call to ask about times we will be available. We have been more than accommodating and we have made ourselves available every time. Unfortunately, we will not be available for this particular appointment, as I have Chemo treatments on Thursdays. As we discussed with Pella at the last appointment Thursdays are currently not available.
  I would also like to note that we have documentation, notes, and pictures that have been taken throughout this process. We recently submitted a requested online survey and were told we would receive a callback regarding the responses that we provided and have yet to receive any kind of follow-up, which prompted us to reach out to the BBB.
  At this point, this issue goes beyond damage. The initial "Certificate of Completion" was signed on 12/08/2022. This order was placed through Pella. Our understanding is they have their installers, that are on their payroll - and that they are responsible for. This is what was stated to us from multiple people. We didn't purchase through a 3rd party for that very reason. So, in our minds this is a Pella issue. We have spent countless hours on the phone, rearranging the house,letting it sit because we werent told about the timeframes for replacements, we have rearranged our schedules, and much more. The individuals that come out to the house are typically very professional and apologetic. One younger gentleman visited 3 times and was frustrated because they kept sending him out with the wrong part. Again, we have been patient and keep telling our story calmly.However, this has gone too far, and it needs to be addressed. I am tired of being told this goes to this department or to this office. What was the point of purchasing from a nationally recognized company if we are going to get nothing but a run around trying to get the initial install completed properly? 
  To reiterate, from the beginning - there were issues with broken wheels on the slider windows. We were told it would take a while to replace those, 'because it's hard to get the parts and the windows have to be custom made again once the replacement is approved. At one point we had several replacements waiting for over a month just to get approval to be replaced. Had we known we were waiting on an approval and not the window we would have followed up more regularly to ensure that the approval was completed in a timely manner.
  Regarding the statement that the warranty "expires in Aug 2024" - we were told that wasn't the case - since we still don't even have all of the items installed. This is very concerning as they are piecing things together. Even if they install the sash on 04/18 - there are still other items that need to be addressed. It is not acceptable for the warranty to be running out on an incomplete product.
  We have met with several "recovery specialists" who have also taken pictures and assured us issues would be taken care of. ***** that we have discussed include: broken rollers on window, not being able to use windows, tracks being scratched up and deep grooves from broken wheels, scratches inside window panes and between the glass, discoloration between the panes, windows that were assembled/shipped assembled incorrectly, scratches and gouges on frames from installers, caulk sticky and discolored, caulk not drying properly after weeks, caulk on windows,windows not sealed properly - this allowed leaking issues that lasted for months, not being told that they will have to drill into window *****, drilling hardware into the window sill to hold window in place, the cover for that hardware that they say is "molding" is 2 pieces of plastic that covers the plates and screws that aren't level and looks horrendous where the two pieces are joined together- this was for 3 windows and 1 still has the exposed screws (we were told they still needed to put in the molding for the last window but they dont know what department will do that). There are still missing pieces - we are waiting on. The piece that goes inside that window on the side to hide the installation screws. There were a few of those on the initial installation, and we keep being told "the next person will have those". There were missing weep hole covers. (Those did finally get replaced.) We were told that Pella uses specific caulk and the people going over the issues could tell there was an issue with the caulk in some areas and they believed that the incorrect caulk was used in some areas of our installation. And one gentleman said that he needed to go to Lowes to get more caulk.
  I have included pictures of a couple of the site inspection/recovery sheets that were left with us as well as the detailed items above,
  We have spoken with multiple people who keep assuring items will be taken care of: ********, ******, *****,***********. *******. ****** stated on a phone call there would be compensation once the service items and installation items were taken care of. We are still not entirely sure which department is supposed to handle the items that are still needed, as we are told part of it is the install department and part is repairs/service but we dont really have a clear picture as it keeps changing and we cannot get a clear answer.
  We will be doing research to see what additional recourse we can take in this matter as this has reached beyond just a small customer service issue considering we are approaching two years without a completed installation, and we are now being told that the warranty will be expiring and honestly, we can't say all items from the initial install will even be completed by then. 
  
  Sincerely,
  
  ***********************

  Business response

  04/25/2024

  RE:*********************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your additional email to Pella Corporation. I am writing as a follow-up to Ms. ****** rejection to our previous response.
  
  Pella Corporation is not a party to her purchase contract,and therefore any warranty associated with the installation labor purchased from Pella Windows and Doors of ******* would be provided to her by that company and is not associated with the product warranty provided by Pella Corporation.
  
  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 Ms. ****** area are provided by Pella Windows and Doors of *******. This location is responsible for addressing all sales,service concerns generated by their team, and/or warranty-related concerns for their customers. The service team has advised that they are scheduled to visit the home to do a walkthrough and put together a list of all remaining issues on April 30th.
  
  Pella Corporation will support whatever decision is made by Pella Windows and Doors of *******, as it is their right to decide if a compensation request is granted or not. Respectfully, this is Pella's Corporation's final response to this installation-related complaint. 
  
  We advise ************** to continue communication with the local Pella service team. They can be reached at **************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ***************************
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Business response

  04/26/2024

  RE: *********************** BBB ID #********
  
  Dear ********************:
  
  Thank you for your additional email to Pella Corporation. I am writing as a follow-up to Ms. ****** rejection to our previous response.
  
  Pella Corporation is not a party to her purchase contract, and therefore any warranty associated with the installation labor purchased from Pella Windows and Doors of ******* would be provided to her by that company and is not associated with the product warranty provided by Pella Corporation.
  
  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 Ms. ****** area are provided by Pella Windows and Doors of *******. This location is responsible for addressing all sales, service concerns generated by their team, and/or warranty-related concerns for their customers. The service team has advised that they are scheduled to visit the home to do a walkthrough and put together a list of all remaining issues on April 30th.
  
  Pella Corporation will support whatever decision is made by Pella Windows and Doors of *******, as it is their right to decide if a compensation request is granted or not. Respectfully, this is Pella's Corporation's final response to this installation-related complaint. 
  
  We advise ************** to continue communication with the local Pella service team. They can be reached at **************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ***************************
  Customer ***************************** Specialist
  Pella Corporation

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