ComplaintsforPella Windows & Door Co.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/24/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Full detailed timeline available due to character limitations, not presented here.We had an order for 4 windows and 2 sliding doors from Pella. We had a rep from Pella come out to measure and order for the exact same sizing and orientations as explicitly requested. After taking receipt of the product and moving to have it installed we discovered every single orientation was reversed and all the sizing was off from 1-3". We ate the cost of the sizing but the reversal of the patio doors is completely unacceptable. We have before and after photos showing that the doors now open the reverse direction making them completely unusable for the interior flow and the exterior steps and doors on the deck. This was after assurances from Pella that "your windows and doors are super easy to measure.."etc. I reached out to the sales rep with multiple calls, texts, and emails and received no response for over two weeks until I called the local showroom asking to speak with his supervisor. I never was provided this information or had them reach out to me, instead the sales rep reached out and told me there is nothing they can do and refused to accommodate reversing the door openings. Due to these defective products (the two doors which now open the wrong way,) I had no choice but to initiate a charge back with my card for these defective products since Pella has refused to work with me and the sales rep has refused to connect me with their supervisor. While the product quality itself is good, the customer service with ********************************************* and Doors is just as defective as their sales reps and their ability to measure or order windows and doors.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.