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Pella Windows

Phone: (866) 940-2603 2726 New Sutton Road, Hoffman Estates, IL 60192


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


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

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 1
Guarantee/Warranty Issues 1
Problems with Product/Service 1
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Pella Windows
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: July 15, 2010
Business Management
Mindy Hanford
Contact Information
Principal: Mindy Hanford
Business Category

Glass - Plate and Window Flat Glass Manufacturing (NAICS: 327211)


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    2726 New Sutton Road

    Hoffman Estates, IL 60192

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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

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/3/2015 Delivery Issues
5/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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:

12/24/2013 Guarantee/Warranty Issues

Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

0 Customer Reviews on Pella Windows
Positive Experience (0 reviews)
Neutral Experience (0 reviews)
Negative Experience (0 reviews)