PellaEntry Doors Patio Doors Skylights Windows
BBB Accredited Business since
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Pella Window & Doors is a distributor, sales and service to builders, contractors and general public.
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A BBB Accredited Business since
BBB has determined that New England Window & Door, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for New England Window & Door, LLC include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 5 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Massachusetts Office of Consumer Affairs & Business Regulation
10 Park Plaza, Suite 5170, Boston MA 02116
Phone Number: 617-973-8787. 888-283-3757
Fax Number: 617-973-8799
The license number is 129774.
Type of Entity
Limited Liability Company (LLC)
Business ManagementMs. Dawn Karatjas, GM of Operations
Number of Employees
WINDOWS-INSTALLATION & SALES DOORS WINDOWS-WHOLESALE & MANUFACTURERS
Products & Services
New England Window & Door, LLC sells the following brand(s): Pella
New England Window & Door, LLC offers the following product(s): Entry Doors, Patio Doors, Skylights, Windows
Method(s) of PaymentCash
Service AreaNew England Window & Door, LLC provides their services in MAINE , MASSACHUSETTS & NEW HAMPSHIRE.
Alternate Business NamesPella Windows and Doors of Boston, NH & ME
Industry Tips27 Questions For Home Owners Read Before You Sign Windows
1267 Washington St
Hanover, MA 02339 Directions
170 Worcester St
Wellesley, MA 02481 Directions
333 Clarks POnd Pkwy Unit 600
S POrtland, ME 04106 Directions
409 High Street Unit 1
Ellsworth, ME 04605 Directions
45 Fondi Road
Haverhill, MA 01832 (978) 420-3120 (978) 373-2500 Directions
59 Commerce Way
Woburn, MA 01801 Directions
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Additional Phone Numbers
- (978) 420-3120(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
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.
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.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: In June 2011, four basement windows were replaced by Pella. During the sales process, we expressed that the we wanted the windows flush on the outside of the frame. However the windows were installed on the inside of the frame thus creating a substantial space between the window and the outside frame. In other words the windows look recessed and are not even wit the exterior. We mention our dissatisfaction to the Project Manager and he advised us that since they were replacement and not new construction windows it was really the only way they could be installed. We again expressed our dissatisfaction with the appearance of the recessed windows. In addition, there is a small tear in the patio door screen. On September 2, 2011 we again contacted the project manager to try to bring this to resolution. We agreed that, instead of replacing the windows, exterior screens would be made so as to make the windows look more flush with the frames and a new screen door would be ordered. After leaving two phone messages and an email, we received a reply from the project manager that we should have been contacted with an appointment date already. I replied that we have not and and he replied that he sent them an email and was waiting for a reply. Despite sending more messages and leaving a voice mail, we have not received any further communication regarding the promised resolution.
Desired Settlement: Screen in basement windows and replace patio screen door as promised.
We contacted the customer today (9/23/11) and are scheduled to return on 10/20/11 to replace his sliding door screen (which was torn) and to build 4 custom screens for his basement windows. We are building the screens to accommodate his request for a desired exterior look which is not the typical design for this window. We are providing this as a good will gesture. Our coordinator had problems ordering this material, as it is not part of the normal unit. We apologize for the delay in getting a response to the customer, but we should be on track at this point.
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.
BBB's Final Determination: Consumer accepted resolution offered by the business.
Problems with Product/Service
Read Complaint Details
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.)
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
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.
|7/14/2010||Problems with Product/Service|
|7/13/2010||Problems with Product/Service|