ComplaintsforPella Corporation

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am extremely upset and disheartened by the treatment I have received from the representatives of this company. I signed a contract for a new door, only to later discover that I was being charged $6,300 for a standard-sized doorsmaller than the size I actually need. This issue only came to light after a representative was sent out to measure the door.Within 24 hours of signing the contract, I stated my intent to cancel and sent an email to the appropriate parties listed on the contract for cancellations. I also reached out to the representative who sold me the door to inform him of my decision to cancel. His only response was ok. When I requested his managers contact information, he repeatedly ignored me until I sent multiple messages. Eventually, a managerwhose name I believe is Mattcalled me once, but I was unable to answer as I was at work. When my husband and I tried calling him back, he never returned the call. The representative I worked with was ***** ***. I followed up with another message expressing how disgraceful their behavior was, yet I still have not received a response about when my refund will be issued. The deposit was $3,195, and now I am left having to dispute the charge through **** while also dealing with Pellas lack of response. I even called Pella directly, but they offered no help and no clear direction on what steps I could take.

  Business response

  11/22/2024

  November 22, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** *** *****
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that Ms. ***** has presented regarding her sales experience and request to cancel her sales contract.
  
  Upon receipt of your email, I contacted the local management team. Mr. ***** ***********, Customer Support Manager at PWD-**/*********, informed me that they are refunding Ms. ***** deposit and finalizing the cancellation of her ******** is my understanding that Mr. ******* ********, Retail Sales Manager, will call Ms. ***** before the end of the day today, Friday, November 22nd,to provide confirmation and address any other questions she may have.
  
  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 look into this matter.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  11/22/2024

   
  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

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently we contacted the service department of Pella to inquire about replacing a faulty window. I sent them a picture of the window and was told that it was definitely defective and we were covered for replacement because we had a lifetime warranty. Later, we were notified that because they no longer made that size window, they would not honor the lifetime warranty. We originally choose Pella for quality windows with a lifetime warranty. It's not our fault they no longer make that size window. We feel Pella should honor their warranty that we originally paid for when the windows were installed. Pella should make the window, no matter what size and replace the faulty window in our house.I spoke to ******* ***** at ************ in *****, **. Here is what she told me:Hi *****, "We located the original order from 10/8/2002 with this specific window listed out as a line item. Ive attached a screenshot if its of interest to you. The picture youve sent in is a great image and clearly indicates there is seal failure on the window allowing for moisture between the panes. The **************** you purchased does have a lifetime warranty for manufacturer defects as well as the glass has a lifetime manufacturer warranty. The seal failure is covered by this. I am happy to get this window reordered under warranty. They are asking for one additional picture when you have time. If you wouldnt mind sending one picture of the door set in full, I will submit it along with the close-up we have. It takes about a week to receive the manufacturing and shipping dates from Pella once we order. As soon as I receive that information, I reach out so you and I can schedule service in anticipation of the product arrival. Please let me know if you have any questions or concerns."I have uploaded a picture of the faulty window and a list of the original windows installed in our home.

  Business response

  10/28/2024

  October 28, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ***** ******** BBB Complaint #********
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that *********** has presented regarding seal failure in her 2002 Architect Series hinged patio 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 that Ms. ******** has encountered with her door and apologize for the frustration this has caused.
  
  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.  Historical warranty information for all Pella products is available online at *********************************************************************
  
  As the glass warranty expired in 2022, we suggest contacting a local glass company to assist with replacing the glass in the customers transom window. *********** may also contact a Pella retailer in her area to discuss product replacement.
  
  If she has any additional questions or concerns, the local service team may be reached at ************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** *******
  Customer Experience
  Case Management Specialist
  Pella Corporation

  Customer response

  10/28/2024

   
  Complaint: 22463999
  
  I am rejecting this response because:

  this response does not address the complaint.  Did responder read the complaint in full? We were told we had a lifetime warranty originally and then told they do not make that window size anymore and for that reason we were no longer covered. Now we are being told something different. Pella is trying to get out of their responsibility. We just want the window replaced or costs covered.

  please tell us which one youd like to do.
  
  Sincerely,
  
  ***** ********

  Business response

  10/31/2024

  October 31, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ***** ******** BBB Complaint #********
  
  Dear Mr. ********************** you for your additional email. I am writing to follow up on Ms. ********* rejection response.
  
  As mentioned in our previous response, Pella Corporation did not offer a lifetime warranty on the specific product that the customer is experiencing seal failure in, an Architect Series hinged patio door and transom that was manufactured in 2002. Our warranties vary by product so it is possible that a different product in her home had a different warranty than that. 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. If it was communicated to Ms. ******** that this specific product had a lifetime warranty, she would need to talk to the individual who communicated that information, as it was not part of Pella Corporations product warranty at that time.
  
  Pella Corporation prides itself on providing our customers with high-quality innovative products. As such, we continually improve upon our products to deliver exceptional customer satisfaction. ********************** strives to provide replacement parts and options for extended periods; unfortunately, at times due to factors such as vendor supply issues and the competitive market, it is Pella Corporations right to change our product offering, and sometimes that does mean discontinuing product and or product sizes.
  
  We recommend that Ms. ******** work with the local Pella distributor to seek an amicable resolution regarding her product or with a local glass company to have the glass replaced. Respectfully, this is Pella's Corporation'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

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company has come to our home 9-10 times to install a glass door and 3 screens. Each time the company has come out with defective products. They have lied and told us they are doing quality checks on the products before they have come to our how to install. When I spoke to corporate they told us no one has asked for quality checks and refused to read the documentation where we were told this since July. Horrible customer service and very dismissive. They have lies about their process, quality checks are not not and have billed us for a product they are not delivering.

  Business response

  10/25/2024

  October 25, 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 her damaged sliding patio door screens that she received through the local Pella service department and her request for a refund due to these errors.
  
  The warranty for the customers vinyl ********************** 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 email, I contacted the service management team at Pella Windows & Doors of ******************. Ms. ******* ******, Customer Experience Manager, informed me that the final two screens needed to resolve this matter have been reordered and they have a tentative appointment scheduled for replacement on November 21st. Ms. ****** also informed me that this is the fifth appointment to replace the screens, as they have been arriving with damages. She also advised that the quote (18235798)for the amount of $3375.38 was never charged to the customer, therefore, she would not be eligible for a refund.
  
  Pella Corporation continually strives to manufacture quality products and complement them with a superior customer service experience. We regret to learn of the quality concerns that Ms. ********** has encountered with these screens and apologize for the frustration this has caused. While Pella Corporation strives for no errors during manufacturing and no damages or mishandling during the shipment processes through third-party shipping companies, errors or shipping damages can occur, and are addressed as quickly as possible by providing the correct replacement parts.
  
  We encourage Ms. ********** to continue working with the local service team regarding any status updates or questions regarding her replacement appointments, as they are in the best position to assist her. They 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

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Requesting a refund based on delay and incompletion.Contract signed 1/16/23, to replace double front door and rear french doors with 2 static panels. Price $ *****. Through a series of avoidable mistakes over 638 days at time of writing, and the job remains incomplete. Delayed scheduling, bungled work order and fixes, rusted out hinges, lack of response to communications from me and lack of initiative to take charge of this job to get it complete. I am not satisfied with the time it has taken for completion. It took 3 times over six months just to have doors with proper function, after the nine month wait for them to be manufactured and delivered. This was then followed by a series of recovery visits. In each case, the work order did not accurately match the items that needed to be fixed. I think the delays and avoidable errors are unacceptable. My request is that Pella provides a refund, for the consequential stress, and the amount of work on my part to be constantly tracking and following up. Here are my notes so you can see what took place and payments made so far. 1/16/23 $ ******** paid 9/7/23 doors installed - but blind controls on one door on the outside 9/8/23 paid $ 4923 11/25/23 - visit - nothing installed - door hinge positions incorrect March 2024 - correct door installed 4/16/2024 - County Inspection 4/30/24 Recovery items, partially completed 5/1/23 paid $ ******* 8/14/24 Recovery Items, partially completed 9/10/24 Recovery items, partially completed

  Business response

  10/24/2024

  October 24, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** ******* *********
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on Mr. ********** request for a refund due to a delay in his project completion. 
  
  The warranty for Pella fiberglass entry doors provides the original purchaser of the product with coverage for 20 years on non-decorative glass, 10 years for decorative glass, 10 years for hinges, hardware, and door frame weatherstripping, 5 years for blinds or shades between the glass, limited lifetime on door panels and composite frame systems, 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 email, I contacted the local Pella distributor. Ms. ******* *******, Customer Support Supervisor at ****************, informed me that their service team will be conducting an assessment of the reported operational concerns to ensure the door is working properly, and will make adjustments if deemed necessary. 
  
  It is also my understanding from Ms. ******* that the door frame and panel were ordered as Primed from the factory, and that it has been their observation that the customer has not yet applied a finish to the product. She advised that their records indicate that the customer has made complaints of stains developing on the Primed surface. If this is the case, and the product has not yet been finished by the customer, we wish to remind Mr. ********* that the product is recommended to be finished within 30 days of installation. Full recommendations and instructions are available in the owners manual on ******************************. Failure to finish the product in a timely manner may void the product warranty. The Pella warranty does not cover damage associated with improper finishing or a lack of timely finishing. 
  
  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, requests for monetary compensation or sales discounts must be presented for review to ****************, as they are the business that made the sale. Pella Corporation will support whatever decision is made by the local distributor as it is their right to decide if a compensation request is granted or not.
  
  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 *********************************** Specialist
  Pella Corporation
  

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My windows and entry doors are all made by Pella. I've noticed that the stained glass on my entry door is sagging by about half an inch. Can someone help me address this issue?

  Business response

  10/23/2024

  October 23, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: BBB ID # ******** **** ***************************************** you for your recent email. I am writing to follow up on the concerns that *** Oh has presented regarding his Entry Door.
  
  The warranty for Entry Door products provides coverage for 10 years for premature failure of the ** glass seal, 2 years for defects in material and workmanship,and labor charges are covered for the first two years from the date of purchase.
  
  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 PWD-HSC. This location is responsible for addressing all sales, service concerns generated by their team, and/or warranty related concerns for their customers.
  
  To start the process of scheduling a service appointment, 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

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Following the heartfelt greetings, I am inquiring a compensation and resolution regarding the suffering my family has experienced from excessive delays in installing the front door of my residential house.1.The sales representative (*******/*********) assumed that I the owner of the house agreed to provide the door handle/knobs during installation; Is there any documentation or writing that supports such an assumption? The answer is No. Furthermore, Is it not supposed to be the responsibility of the Pella representative to make sure all the materials are ready for installation in advance? I guess there is a reason I hired such a reputable company; Pella to do my project; instead of the local companies who get their materials from third-party vendors.2.The project agreement was finalized at the end of May 2024 and the installation of windows and Front door was scheduled for August 5, 2024. Since August 5, 2024, my entire family has been unable to use the front entrance of our house due to the gross negligence of all participating parties. The damage control from the local Pella management team is as equally worse than the rest of the participating parties. I would have been better off with my old door with functional handles instead of getting locked with a new door that does not have a handle, risking the safety of my entire family for nearly two months and still ongoing with no future resolution.3.Therefore, I am requesting reasonable compensation for all the damages and inconvenience have caused to my family and an immediate resolution.

  Business response

  10/28/2024

  October 28, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** ****** ******
  
  Dear Mr. ********************** you for your recent email. I am writing as a follow-up to the concerns presented regarding Mr. ******* incomplete project.
  
  After receiving your communication, I contacted Mr. ***** *****, Director of Operations, and was advised that they have since made contact with Mr. ****** to schedule an appointment for October 30, to complete the project and resolve the outstanding concerns. Mr. ****** confirmed this appointment via email.
  
  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 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. As such, requests for monetary compensation or sales discounts must be presented for review to them,as they are the business that made the sale.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.
  
  We encourage Mr. ****** to continue communications with the local service team. They can be reached at **************.
  
  We appreciate you bringing this matter to our attention.
  
  Sincerely,
  
  ****** ******
  Customer Experience
  Case Management Specialist
  Pella Corporation

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Pella to install 15 windows in 2018. There were some issues with the quality of install, but I was not aware that they made errors in the install until the first hurricane hit ******* in 2024. I now have over $12,000 in damages (that I know of). Pella admitted there was an install issue but said they will not help with damages. They offered to repair what they have done, but will not cover the cost of sheetrock and trim repair... The contract I signed called for a all-weather material to be on the outside trim and they put wood - which warped and allowed water to come in.I have now been told by multiple contractors they measured the windows too small, but they are not agreeing to ******* main issues is the damage FROM THEIR SLOPPY INSTALL!!!

  Business response

  10/24/2024

  October 24, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ID # ******** ****** *********
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the installation concerns that Ms. ********* has presented, and her concerns related to the incorrect window sizing. 
  
  Pella Corporation and the local Pella distributor, Pella Products of *******, continually strive to provide superior customer service. We very much regret that the customers installation experience has fallen short of her expectations, and we sincerely apologize for the inconvenience this has caused.  
  
  Upon receipt of your email, I contacted Ms. ***** *******, General Manager of Pella Products of ******** She informed me that, during an inspection conducted a few weeks ago, it was confirmed that the sizing of the window ordered and installed is correct for the method of installation used for this project and that there are no concerns with the product or operation to support a claim of the size being incorrect. There are a variety of installation methods available for replacement projects. For this project, their team utilized a pocket installation method where the existing opening was used to install; for this method, the sizing was determined to be correct. 
  
  Ms. ******* also advised that the local distributor is prepared to offer a potential resolution plan involving the removal of the existing windows, replacing the bottom exterior wood trim with non-wood materials, and re-sealing the exterior. The local team will contact Ms. ********* directly to provide additional details related to this offer, and to further discuss the potential of reaching an amicable resolution plan. 
  
  Lastly, it is my understanding that it was observed during inspection that the exterior sealant appeared to have deteriorated, and may not have been maintained by the owner as recommended. If needed, the customer can learn more about the recommended maintenance of sealant, and how that maintenance applies to the warranty terms, in the owners manual, which is available at ************************************************************************************ . It is recommended that the exterior sealant be inspected at least once a year and maintained as needed by the owner, to maintain the watertight seal between the window frame and the exterior siding/trim material. The sealant material should not be cracked, broken or missing. It may cause premature failure of the customers ********************** products or other parts of the home. Deterioration that occurs as a result of improper or insufficient maintenance is not covered by the Pella product warranty.
  
  Pella Corporation does not provide installation services, or warrant said installation services, as we are only the manufacturer of the product. All installation-related concerns will need to be addressed by the business that performed the installation, Pella Products of *******. As the manufacturer, Pella Corporation is 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. Further discussions regarding installation, claims of damages associated with the installation, or the potential resolution plan being established by Pella Products of ******* will need to be discussed directly between Ms. ********* and the local distributor. 
  
  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 look into this matter.
  
  Sincerely,
  
  ****** ******
  Customer *********************************** Specialist
  Pella Corporation

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a window through ****** on 08/16/23. The ****** order number is ****************** The issue we have is the the specification on the window received was not correct. Unfortunately, the larger issue is, this is the 4th time the window was received with the wrong specs and the 5th time ordering overall, as one order left ****** and simply disappeared. I have contacted ****** and they confirmed what was ordered was sent to Pella. When I contacted Pella, they said the serial number of the window matches the window we received. The issue, as mentioned above, is those were not the specs that were sent out from ******. Our first request is to find out what/where the issue is. After that, we can figure out the next step to either have Pella replace the window or if we really need to order a second window, find a way to have the correct inforamtion in the system, so we can receive the right product.

  Business response

  10/25/2024

  October 25, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: ************************************************ Complaint #********
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that ******** has presented regarding the incorrect windows that she received through Lowes.
  
  Pella Corporation is not a party to the purchase contract through Lowes, so we are unable to speak on what was initially discussed in the sales process. Pella Corporation and Lowes continually strive to provide superior customer service. We very much regret that Ms. ***** experience has fallen short of her expectations, and we sincerely apologize for the inconvenience this has caused.  
  
  Typically, we would direct customers to continue working with their point of purchase for resolution. However, that direction would be nonsensical in this situation. I have provided this communication to the leadership team at the local Pella ******************* Please keep in mind that the service department typically would not be involved in this situation and we would direct the customer to Lowes for resolution. However, I have asked them to make an exception and informed them that I will cover the cost of parts and labor if they are able to assist the customer. Mr. *** *****, General Manager at Pella Doors & Windows of *******************, stated that his team has been in touch with Ms. ***** and they were able to schedule her for the first available date of January 6, 2025.
  
  We appreciate Ms. ***** patience and willingness to allow us to assist her. If she 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

  10/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  Since the work will not be completed until January ****************************************** accept Pella's response, I will accept on the consideration that the work will be completed at that time. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nine years ago, I installed new construction windows and paid $21,000 to Pella. My only 250 series vinyl window requires small repairs--a spiral coil has collapsed on the side track, and replacing it should take no longer that 10.minutrs. According to the warranty policy issued at that time, this defect must be repaired free-of-charge in the first ten years. The Pella Office quotes the new policy (in effect from 2023) and extorts money for repairs. ****************** quoted $250 charge for labor. When I contacted *** ******** who installed windows the service **** changed the estimate to *$89 plus" for assessing the window. They will charge as much as they want for labor afterwards. This is not what was promised to me none years ago. Please help.

  Business response

  10/10/2024

  October 10, 2024
  
  **** ********
  Better Business Bureau
  ********************************************************************************
  
  RE: **************************************************** Complaint #********
  
  Dear Mr. ********************** you for your recent email. I am writing to follow up on the concerns that ********** has presented regarding the labor rate for service on her Pella 250 Series window.
  
  Pella Corporation and the local distributor, PWD-************, continually strive to provide superior customer service. We very much regret to learn of the difficulties Ms. ******* has encountered and we sincerely apologize for the frustration this has caused.
  
  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. When the two-year labor warranty for products has expired, all associated labor fees will be chargeable. As such, Pella Corporation is unable to provide replacement product and labor at no cost to the customer. Specific warranty information for all our product lines is available online  *********************************************************************
  
  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 ******************. This location is responsible for addressing all sales, installation concerns generated by their team, and/or warranty-related concerns for their customers. This includes all service and parts pricing. As such, we encourage Ms. ******* to continue working with the local service team for assistance. They can be reached directly by calling ************.
  
  Thank you for the opportunity to review this matter.
  
  Sincerely,
  
  ****** *******
  Customer Experience
  Case Management Specialist
  Pella 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

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