New England Window & Door, LLC

Additional Notes

Complaint: I had a contractor and a pella rep come to my residence and measure my entry door to be replaced. After measuring they ordered a new door. The door panel being replaced measured 36 x 80 but the special order door they shipped measures 34 x 78, which the sales person at Pella tells me is their 36 x 80 and then I spoke to his boss who tells me that they do make a 36 x 80 panel but he was not going to exchange it because it was not their fault but that it is the contractors responsibilty. Which I would almost agree with except for the fact that the Pella rep came to my home before he would place the order to make sure we got the right door. No One ever takes the word of the home owner when placing orders like these. They want to take it themselves so that it is measured correctly! The door in question costs 4841.50 that I paid to pella. My 2 biggest Questions are that if Pella is going to send a rep out why is it that he is not responsible to tell people that 36 x 80 pella doors are really 34 x 78 by industry standerds and why is the rep not held accuntable for the measurments he came to take before ordering.

Desired Settlement: Replace the door with the proper size door.

Business Response: Mr. ********** called our office last week and we explained that the contract is between Pella Windows and his contractor (****** ****** ********) and we provided exactly what he ordered.  There was also an architectural drawing showing the wide wide door configuration with equal sized panels.  The doors was measured correctly by the contractor to keep the look consistent.  Pella works directly with the contractor who is installing the product to insure that the product size is aligned with the installation technique the contractor plans on using.  In this case, the contractor got exactly what he requested, so the claim that a mistake was made is not correct.  I have attached a copy of the contract and drawing for your review.  We have told the contractor we would be willing to work with him on ordering another door, but it is not possible to return this door.

Thanks!
**** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: I purchased a window from Pella in May of 2010 that was improperly insulated. I was also charged a $250.00 one window penalty fee which was not charged to another purchaser of the same one window a few months later. I found the issue with the insulation in 1/11 after noticing drafts coming from the window. I contacted the town building inspector and found no final inspection had been ordered. The building inspector for the Town of Rockland made Pella remove the trim and he found that it was not insulated properly. Upon investigation of the company I found that the $250.00 sircharge for one window was not charged to a fellow condo owner whom I had referred to this company. They had one window installed.

Desired Settlement: I believe this company owes me the $250.00 sircharge, refund of airconditioning & heating bills for period May 2010-February 2011, and my time & trouble in this matter. Due to this company's negligence I feel a fair settlement is $800.

Business Response: We have had several discussions with Ms. ****** about her project.  I have tried to address her issues and will repeat here.  In regards to the set up fee for small orders, this gets added to all small orders.  It was actually $205.58, not $250.  She was made aware of this at the time of sale, which was transacted on 4/8/2010.  Her sales rep explained to her that if she can get other condo owners to move forward at the same time, we could waive this fee so they could complete mulitple projects at the same time.  She was the only customer in her complex who purchased at that time.  2 other homeowners purchased windows from us on 11/3/2010 (****** ********** *** ***** **********.  The ****** order was the same as Ms. ******'s, but since she purchased at the same time as *****, the set up fee was waived.  The *****'s purchased several more windows, so the set up fee was not needed.  Interestingly, even with the set up fee assessed to Ms. ******, her contract total was still less than Ms. ******'s by $54.  We simply follow our pricing policy and there was no attempt to hide or cover up the additional charge.  As far as the missing insulation, I attached a picture showing there was a small gap at the corner of the unit, but the rest was adequately insulated.  When Ms. ****** complained about the air infiltration, we came back out and fixed the issue, per our warranty on installation.  Again, we followed up and handled the issue.  We have also worked with the town building inspector for Rockland on the permit closing process.  Every town is different and most don't require us to be there for a final inspection.  We will certainly do that moving forward if required.  A final inspection was done on her home and is complete.  Based on these facts, we do need see any valid reason for an adjustment.  (if the picture did not attach correctly, I can send this separately.) 

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

I will also get statements from the people verifying their conversation with Mr. Wise the sales person from Pella. This $250 fee seems to decrease as my dispute continues. Mr. **** stated $250 as this one window penalty. not $205. and change.  Also the "small area" of non-insulation contradicts what photo's and video of the rectification insulationprocedure that I have. That being the case why did the job to fix the issue take five to six hours? I also have the Mr. ******* (inspection permit person) from Pella on tape stating that the work was not done properly.  I also have a statement from National Grid which states I have used 21% more heat than my entire complex.   The building inspector of Rockland has been at his job for at least four years and Pella has not schedule ONE final inspection.  I initiated the final inspection and if I had not contacted the office I would have never have know about this process. Pella guarantees (through

 their printed material) complete satisfaction which I have yet to receive. 

***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.