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Phone: (866) 940-2603 2726 New Sutton Road, Hoffman Estates, IL 60192
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Pella Windows include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Business ManagementMindy Hanford
Glass - Plate and Window Flat Glass Manufacturing (NAICS: 327211)
THIS LOCATION IS NOT BBB ACCREDITED
2726 New Sutton Road
Hoffman Estates, IL 60192 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Pella Order *********. Project windows were not sent in a timely manner to meet original installation date of January 16, 2014, and we were not notified until the day before the planned installation. When installation was underway, the installer noticed that trim was still missing and would have to be ordered, pushing project completion date into February 2014. Window exterior trim was also ordered in the wrong color to match the rest of the house windows. Repeated attempts to reach **** ******** and ***** in the Chicago sales office for information, rescheduling, trim ordering, etc. were left unanswered for days at a time, and subsequent requests for a discount for the disruption and poor service were fobbed offthe right person wasn't there, they'd have to check, etc. We recently received a call from this same office asking for payment, and the request was made again for a discount for disruption and poor service. The representative said she'd have to check and would get right back to uswe have not heard from her since. We had been replacing windows prior to putting our house on the market, and the two delays in installation put us in the position of showing the house while this work was still incomplete. This was obviously exactly what we wished to avoid. We were given an inflated sales pitch and promised outstanding serviceand the entire experience was a shambles.
Desired Settlement: Considering the disruption to our schedule, which was completely avoidable, and Pella's poor record in handling our complaint, we are asking for a reduction of $1,000.00 from our outstanding balance of $3,086.61. After the Pella representative's exaggerated promise of an all-inclusive, top-notch service, the level of service we received was a complete disappointment.
Business Response: Initial Business Response /* (1000, 7, 2014/04/29) */ Contact Name and Title: *** ***** Operations Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ******@pella.com Sales Manager **** ***** spoke to ***** ***** today 4/29/14. They both agreed upon compensation of $600. We will be issuing a credit of $600 that will be applied against her balance due. We will issue her a revised statement once this is done to show the reduced adjusted balance due. Initial Consumer Rebuttal /* (2000, 9, 2014/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Response was timely, reasonable, and did acknowledge that errors were made. Very satisfied with result. Final Consumer Response /* (450, 10, 2014/05/05) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: