ComplaintsforPella Sales, Inc.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contracted with Pella Sales to replace windows in our home. All windows were replaced except Bow window in living room which was mis-measured by Pella. One window is installed crooked and installed in a mis-cut hole. We ordered top of the line screened and paid extra. Pella installed lower quality screened and said that they could not correct this. The screens do not fit the window openings and allow insects access to the home. Nail holes in the moldings were improperly filled. Pella employees inspected the work and agreed with our findings. Pella needs to complete all repairs, replace the screens with properly fitted frames with correct screening and finish the bow window. We paid 50% up front for the work. We are first responders with DHS FEMA and are deployed out of town much of the time. We are also senior citizens and can't afford to loose $20,000 for improper work and materials. Pella is in the process of suing us in order to collect the next $20,000 without completing repairs and installation. All we ask is that Pella complete the needed repairs and install the bow window. We cannot be responsible for Pella not measuring openings correctly and using improper material for installation.

  Business response

  06/27/2024

  As a past BBB Eclipse Integrity Award Winner, we strive for integrity and customer satisfaction in all our customer relations.  While we understand and empathize with their situation, our branch made the decision to turn this account over to litigation due to lack of communication from the homeowner. With that being said, our preference remains to complete the installation. At this time, our attorney and the customer are in the process of working towards a settlement.

  
  Thank you,
  **** ********
  Retail General Manager
  Pella Sales Inc. 

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Met *** (sales) February 2023, on two sliding patio doors w/ install and trim. *** measured doors and trim. Told that Pella had their own installers, and didn't hire third party crew. “Install” date originally April 17th pushed to May 5, 2023 Third party installer shows -The trim kit too small, screen handle broken, the holes on locking plate were incorrectly drilled (on both doors). We currently only have one door partially installed and the other went back with the installer. May 10th at Pella Kettering spoke to ******* no one had called us about the problem or what they were going to do to fix it. May 15th,2023 ******* came to the house looked at the doors said he couldn’t verify the holes because he didn’t bring the screws to confirm the direction of pre-drilled holes. Said he would check the other door at the warehouse and get back with us. May 26, 2023 I called the office to speak with ******* LVM w/ ******. I called back (0915) to ask ****(PM) if we were on the schedule for the other door yet and he said “******* was waiting on a call back from the installer for a Saturday that worked for them”. We called ****** (installer) who confirmed NO ONE from Pella has called him about our situation from 5/5/23 – present. No one has asked his professional opinion about what went wrong or when he would be available to install the other door and complete the work on the partially installed door. **** said that ******* the Installation manager would be in touch with me on Tuesday May 30th, 2023 because he was very busy. I told him that was unacceptable, and I would like a call back by COB. He then proceeded to patronize me with comments like: “I know how you feel” and “I am sorry your frustrated”. Horrible customer service. This is our worst experience with a company to date. We have NOT heard from anyone at Pella regarding our doors as of today 6/2/23. Our contract amount is $13,536.00. Doors not complete at this point.

  Business response

  06/03/2023

  As a past BBB Eclipse Integrity Winner, we are committed to providing excellent customer service for all of our patrons. We understand and empathize with this experience and have been working diligently with this customer to come to a resolution. Following a jobsite inspection on 5/15/23 we ordered the necessary parts for repair as well as additional parts to be as prepared as possible when it comes to the next installation date of a second sliding door. This customer was made aware that once the parts arrive we will inspect everything to ensure a smooth installation will occur. We did have a scheduled installation date of 5/30/23 but it was determined that that date did not work with their schedule. On 6/2/23, our installation manager ******* *. spoke with the customer and let her know the parts have arrived, were just inspected, and are ready for installation. ******* has assured the customer that we are currently working with one of our Certified Pella Installers to accommodate a date and time that works best for this customer. 
  
  
  

  Customer response

  06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: Their current customer service is not in any way reflective of their past achievements with the BBB. They have not been working diligently with us regarding this situation as we have had to initiate contact with them at every turn. The jobsite inspection mentioned on 5/15/23 was after a visit from us asking for answers 5 days after the Install and not hearing from anyone. The certificate of completion provided to us by the installer referred to several issues including the predrilled holes being drilled incorrectly.  *******’s visit was to determine the direction of the pre drilled holes and to verify the incorrectly measured trim kit.  He arrived without screws to check the direction of the holes and told us he would have to verify the direction of the predrilled holes on the second door located at his warehouse. He would then call us back with his answer to determine a cause of action. It was not determined before leaving our home that ordering a part would resolve the situation.  During our meeting with ******* on 5/10/23 he mentioned another install date of 5/30/23 and I said I was not going to schedule an install of the 2nd door till we had a resolution on the first door because they are identical with issues. I did request a Saturday install so I would not have to take another day off work due to their errors. The phone call on 6/2/23 @4:00pm by ******* was prompted only because of the BBB claim and he advised over the phone that a BBB claim was not necessary, that they had received whatever part was ordered on 5/30/23 and that it was inspected and they were in touch with the installer to find a Saturday that works for both parties.  As of 6/6/23 8:30am the installer had still not heard from Pella regarding our doors or installation date. Lack of communication and understanding of Pella products is the reason for this contract not being completed. I am not at all satisfied with Pella or the condition of their products (arrived Broken).  Their mission is to provide exceptional quality, value and service with out compromise and they have not lived up to that mission.  The facts and photos provided, dictate the quality, value and service has all been unacceptable and incomplete and does not reflect our contract agreement.  With the information provided I consider this to be a breach of contract and expect a full refund.
  
  Sincerely,
  
  ******* *****

  Business response

  06/07/2023

  We do apologize for any delays in communication. Our branch strives to provide prompt responses to all customers throughout each of our departments. With the initial installation concluding at the end of business on Friday May 5th, this set the timeline of our communication into the following business week. On Monday May 8th, we reviewed this customers project with the installer who indicated there were a couple of manufacturing defects regarding a sliding screen door handle as well as an issue with the panel retainers on one of the doors. Our installer was able to work with ******* *., our installation manager, to determine what would need to be done regarding the warranty matters. This customer did visit our office to meet with ******* *. on May 10th regarding their concerns of how the installation would continue. At that point all necessary parts had been ordered and we advised the customer of the estimated arrival of the parts but they did still feel like a jobsite visit was required so we could ensure proper installation of the next door would occur and all other warranty issues would be addressed at that time. Following the jobsite visit ******* *. had a plan of action in place for what needed to be done. With the customer declining an install during our hours of operation we did need to coordinate with the installation crews lead installer, *******, to find out their availability to preform outside of working hours. On June 6th we did reach out to the customer and left a voicemail suggesting 2 different Saturday options for them to choose from. As of June 7th at 4:00 pm we have not received contact back from the customer regarding scheduling. We are more than open to discussing the final invoice with the customer once the installation is fully completed but at this time no decisions can be made. 

  Customer response

  06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: This is frustrating having to deal with a company that apparently has won awards and succeeded in corporate achievements and yet, we are going round for round to defend ourselves. We came to Pella because of their exceptional quality, value, and service without compromise.  They stated they work hard to earn the customers COMPLETE satisfaction and that they stand behind their work.  The salesman mentioned that they employ a full staff of Pella trained installers (not third-party companies). In a competitive market, these were the main reasons we chose Pella; only to receive ‘Big Box’ store customer service with a third-party installer.
   Unfortunately, we did not receive the best customer service or receive a quality product as the main issues with our doors were from the manufacturer. We would like to see Pella stand behind their work and do what is right for their customer.
  Our issues should have been handled better, and without question. Instead, we got a major corporation blaming the customer, pushing for the second install, meanwhile their product is not without fault.   As mentioned by Pella, in their last response, there were a couple of manufactured defects regarding our sliding glass doors.  During our visit with ******* on 5/10/23 we went over the Items listed on the Certificate of Completion, which ******* did not have (we provided him a copy) and he mentioned that he had not spoken to the installer, at length, as of that day. The parts that were ordered as of 5/10/23 were 1) the broken screen handle and 2)the trim kit for both doors that was improperly measured by Pella’s salesman.  The outcome of that meeting was for ******* to come onsite and validate the listed non-compliances that were written on the Certificate of Completion from the installer. 
   On 5/15/23, ******* validated the trim was measured incorrectly for both doors, agreed that quarter round would be needed but could not verify the security plate/ door stop.   Due to the security plate / door stop not being installed the screws were not available. Therefore, he couldn’t verify the security plate or the predrilled holes onsite and was going to verify them on the second door that is located at the Pella warehouse. The installer said the issue regarding the door stop / security plate was with BOTH doors, not singular.   QUESTION: Did ******* verify that the second door locking plate and the predrilled holes were incorrect? Did he confirm that the issue was the plate or the pre-drilled holes on the frame that the screws from the security plate attach to? What is the corrective action? Please note: If there wasn’t an issue, both doors would be partially installed and only waiting on trim kits, quarter round and the screen door handle. (Annotated on Certificate of Completion dated 5/5/23.
   According to Pella’s 6/7/23 response, ******* had a plan of action in place for what needed to be done. QUESTION: When was this plan of action going to be disclosed to the customer?  To date, we still don’t know his plan of action.  In this response, it is mentioned that we declined and install date during hours of operation. This is incorrect because during our meeting with ******* on 5/10/2023 at the Pella office, the installation of our second door was discussed and he mentioned a possible install for 5/30/23. We told him we took time off work for the first install and requested a Saturday install. ******* was willing to oblige.  He said ****** has worked Saturdays in the past and he would contact ****** to see when he was available. QUESTION: Is the installer who performed the initial install a Pella Certified Installer? Or were you referring to another installer in your response?  Our installer was not listed on your website, but he should be because he does represent Pella well and he obviously is used by Pella for installs.   
   My husband and I spoke to the third-party installer on a couple of occasions this past month and he said he had not spoken to anyone at Pella regarding our situation as of 6/6/23 @ 0830.  Reaching out to their installer when a product is “unfinished” or has manufacturing defects, should have been the FIRST thing they do. Unfortunately, this did not happen. The installer is the point of contact and was the one who wrote up the non-compliances, not the customer. The customer verified that the non-compliances found were valid and signed the form. We would like to add here that the installer, ******, did a FANTASTIC job, was honest, professional and provided quality work.   Which is why we are requesting his professionalism for the completion of the first door and for the complete install of the second door.
   Additionally, the word warranty has been mentioned and I would like to note here that there should be no warranty claims, especially from or for the customer, because the doors (2- both) are not fully installed.  QUESTON: Please explain what classifies a “warranty issue” and when they can be submitted? To date, there is no fully installed door so NO warranty claims should be activated or utilized at this time.
  In closing, we know Pella has a quality product. We hope that they stand behind their product and back their own mission statement. We hope that customer satisfaction is always at the forefront. With that said, we are more than open to discuss compensation (PRIOR TO THE INSTALL OF SECOND DOOR), the corrective action plan for the security plate / door stop, and weekend install dates.
  Let’s rectify this and come to a resolution. 
  
  Sincerely,
  
  ******* *****

  Business response

  06/13/2023

  We appreciate the customer's communication regarding their concerns and are eager to work together to come to a resolution. Our Installation Manager, ******* *, reached out to the customer (6/13/23) to address their questions and concerns from the previous response. The homeowner let him know that she would like to discuss the details with her husband and that one of them would be back in contact with us soon to get everything scheduled and resolved. 

  Customer response

  06/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: Once again, we are put on the back burner and our situation is not taken seriously.  I spoke with ******* on Tuesday 6/13 end of day and told him I would call him back with a decision on how we were going to proceed.  I called and left a voice message the morning of 6/14 to call me back to schedule a day.  It is currently after hours on 6/19 and we have not heard from Pella.  We do not have the completion of the first door scheduled or what they plan to do to compensate us.  During my conversation with *******, I asked him what the action plan was regarding the security plate/door stop or predrilled holes.  He told me he verified the holes in the second door at their warehouse, and they were fine, no problem.  Pointing the finger at the “certified” installer and he wasn’t sure why the installer said they were drilled incorrectly and couldn’t be installed.  We as customers have now heard many excuses from broken pieces to manufacture defects etc.; now it’s the installer. I do not trust this company; they do not do what they say and truly do not seem to care about anything but their bottom line.  Every conversation we have had they have pushed for the install of the second door, and I told ******* if you can’t get the first door correct, I am not going to install the second door. ******* told me that is not how the company does it.  They must have all parts installed and then they will talk compensation.  My husband and I want the first door completed correctly, not “fixed” and we want to talk about compensation at this point prior to the installation of the 2nd door. We have contacted GreenSky (loan) and submitted an investigation regarding our situation and they have stopped payments. We also do not have a complete Certificate of Completion so no warranty documents should be in effect.
  
  Sincerely,
  
  ******* *****

  Business response

  06/22/2023

  Our installation manager, ******* *., has spoken with the homeowner regarding completing the installation of the first sliding door. ******* *. and the homeowner have discussed options for financial compensation and have come to an agreement that a final decision on compensation will be made following the completion of the first sliding door on June 26th. 

*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. ↩