Got first order wrong, drivers seriously damaged 2nd order, sub-par quality, refused expedite even though it delays contractors, no communication
My first window order was 2" too small on all 18 windows and did not have built-in j-channel as ordered. Pella did give me a credit for j-channel, however, reluctantly and only after I followed up on two weeks of delay. Then, Pella drivers damaged my replacement bay window (the largest by far) so severely that it required complete re-fabrication due to broken glass and a damaged frame. The mess ups in my order have delayed my project by 6 weeks as of now and are likely to delay job completion another 2 weeks. Pella thus far has refused to expedite its order schedule or use a third-party shipper because their "experience has been poor with 3rd party shippers with damages to product". (How ironic! They're drivers don't appear to do any better with my windows and I watched them mishandle the wrong-sized windows they picked up from the first order). The 17 correct-sized windows in the second order had excess plastic which required filing before installation; popped, buried and stripped screws in the frames of the windows; plastic "burs" in the window seals and improperly sized or installed seal frames around the windows. Not only is the quality average at best, the customer service has been deplorable. We are unable to reach the sales manager on the status of my order AND two complaints filed with Pella main offices on their company website have provided no assistance or concern other than to state that my complaint has been forwarded to the local sales manager who is the same person that I am experiencing difficulty with in the first place.
I want my order to be expedited and confirmed by the factory (meaning one week fabrication from last Thursday), delivered expedited to my house (meaning not more than two day and preferably overnight) by a third party carrier at Pella's expense and a Pella regional manager on-site on the date of delivery to inspect the delivered product (and installation if they chose).
Contact Name and Title: ***********
Contact Phone: ************
Contact Email: **********************
This letter is in response to the BBB complaint that was filed by Mr. *****.
On August 26, 2013 the original window order was placed for Mr. *****. At this time his contractor, ***** *** with ****************, signed our legal contract and our window attribute checklist stating that what was in the documents was the product that was needed.
On September 18 we delivered that original order. I received a call within the next couple days by ***** that the product was incorrect size and that it did not have J-channel(an optional attribute) on the window. Throughout this conversation it was determined that we delivered exactly what was signed for on the contract and checklist, but now ***** and ****** were saying that was incorrect. At this point I could have walked away and told them that we ordered what they signed for on the contract, but I wanted to ensure we had a satisfied customer.
I offered to provide a refund if they could still use the product, if not, I would reorder all of the windows and throw away the original order. We agreed that reordering was the best long term solution, and that new order was placed on September 24. This order was expedited and we anticipated being able to get the new windows to them in 2 weeks instead of our typical 4 weeks.
We received those windows on Oct 8 to our warehouse, in the process of moving one of the windows it was damaged by our employee. I immediately called ***** to discuss what had occurred, he informed ****** and I had conversations with both of them on our options. I recommended two options, 1) order a new window and expedite it again knowing that it would take 2 weeks or 2) keep the original window and I would refund the original purchase price of that window which was $850. Based on the scenario, they chose to have the window reordered and the rest of the windows were delivered as planned on Oct 9.
The reorder occurred on Oct 8 for the one window, we worked with the factory to expedite this as much as possible. Due to the fact that the factory had to acquire materials to make the window, then manufacture it, then ship it to us, they could not provide it to us quicker than 2 weeks. This was relayed to both ***** and ****** and I informed them that I would be in contact with ***** daily to let him know if the factory altered their delivery date to us. I have done this every day up to today, Oct 16. When the window arrives at our warehouse on Oct 22 it will be inspected by two Pella by ***** employees to verify it is damage free.
In addition to providing new windows at a considerable expense that we were not contractually obligated to provide, I have also refunded Mr. ***** 20% of the purchase price, which was $617.98 as a goodwill gesture.
Please contact me should you need any further information on this complaint. Our response to Mr. ***** thus far has been professional, expedient and consistent.
Pella Windows & Doors by *****
(The consumer indicated he/she DID NOT accept the response from the business.)
****** has not addressed a number of the items outlined in the original complaint, specifically;
1) Two requests for intervention or at the very least, CONTACT, were requested at the Pella website BEFORE leaving a complaint with the BBB. Both were forwarded to his offices with a promised response, I NEVER got a single response to my website complaints from the local Pella office.
2) ****** asserts he has contacted ***** every day since this order was placed. This is not correct according to ***** AND, even when I know he has contacted *****, it was to report that he had not heard anything from the factory and that my request for expedited shipping was "no change".
3) ****** did not address the "quality" issues at all outlined in my complaint. Further, in addition to the items I enumerated previsouly, one of the j-channels was delivered with a 6 inch peice, (2 complete nail holes)completely broken off. Normally, we would have returned this is damaged, however, because the job was so delayed and my house exposed, we installed it anyway. Is this a proper representation of Pella quality. (I have pictures of all the product as it was delivered and prior to installation by the way).
4) ****** has not contacted ME, the customer, a single time. I have requested contact multiple times and the only time I have spoken with him is when I called him directly. After that initial conversation he has not taken my call, nor has he returned my calls or contacted me as promised twice by representatives at the Pella site.
5) He did give the credit indicated above, but not quickly and not nearly as readily as he seems to indicate above. I had to request the credit and then call him over two weeks after he promised the credit to inquire as to why my credit card company had no record of it being initiated. He indicated "oh we were waiting to cut you a check". Why? Had I not followed up I can only wonder if this credit for "customer satisfaction" would ever have been issued.
6) The original order was signed off by my contractor in haste without a thorough review. That was clearly my contractor's fault. But in his order, called in on my behalf it clearly states j-channel built in and different window sizes. Because he didn't catch this on the order, there is no way of proving what was discussed with the original sales employee who is unavailable for comment because he is no longer employed by Pella. This was also conveniently left out of the discussion above.
7) I expressed to ****** that the reason I needed Pella to do better on the shipping time than 1 full week is because my house siding had been "torn-off" and was exposed to the elements. Further, I can not install siding until the windows are installed. This project was originally slated to be COMPLETE in mid-September, now we are still waiting for the biggest window in late October and expecting 30 degree temperatures and some snow showers tonight. He was unwilling to use a 3 party shipper to get this window to me quicker after the SECOND window was damaged in his warehouse (I was told it was damaged in shipping, so this is news to me) because they have had bad experiences with damage. Ironically, this is what they to their own product and it wasn't just the glass, it was the frame. Now how does one of the worlds largest window companies not know how to move their own product? The original order was 4 weeks (Wrong size), the second order 2 weeks (Damaged) now this order (assuming it is delivered without damage) is another 2 weeks, a total of 2 MONTHS to get the right sized window HOPEFULLY undamaged and he expects me to be happy about this experience? This is totally unacceptable.
His responses have been professional I guess, but the have never been expedient or consistent as he asserts above. There has been an enormous lack of communication on his part and I have done everything I know to do to communicate my concerns but have not been able to address my concerns at a higher level than the person about whom I have concerns. Pella really needs to have a better system of addressing this issues rather than giving snarky email responses telling me they have forwarded my correspondence back to the local sales manager. They either didn't read my issue or don't care, neither of which shows much customer service.
Final Business Response
I understand Mr. *****'s frustration with his Pella window experience, I will address each numerical item accordingly.
1) I did receive the complaints that he processed with our corporate offices and made contact from those complaints. I did not specifically state that I was calling to address the complaint as there were other conversations and issues that we were addressing in conjunction with his formal complaint to Pella Corporation.
2) I was in contact with ***** daily from Oct 8-16 regarding the delivery of the window. In every conversation I had always heard from the factory, unfortunately my update to ***** was that the factory was not able to move the delivery date up.
3) The quality of the product met the manufacturers specifications. It is clear that this did not meet Mr. *****'s quality expectation, which is an issue that should have been addressed when the windows were sold so that Mr. ***** understood the potential aesthetic issues with a vinyl(plastic) window. Regarding the 6 inch defect, this did occur and was on our nailing fin. I discussed this with *****, we determined it would not be an aesthetic or performance issue and made the decision to keep the window.
4) I do not know how many times I have had conversations with both Mr. ***** and his father, but it has been multiple times. Most of my conversation early on was with ***** ***, the contractor, because he is the one that purchased the windows from us and was installing them.
5) Mr. ***** is correct that there was a delay, shortly after I had agreed to provide the credit was when the decision was made reorder all new windows. I was waiting to ensure they came in and were delivered. I did not communicate my intent on this to Mr. ***** which was my error, it was never my intent to not provide this credit.
6) I agree that we cannot go back on past conversations between the contractor and my sales rep because my sales rep is no longer employed by our company. This is one reason why we have contracts that are reviewed, verified and signed by the purchaser, which was ***** *** with ****************. This step in the process is critical to uncover any miscommunications or errors prior to ordering, and this step was not completed thoroughly.
7) Mr. ***** and his father have been clear about the timing issues that were created due to the windows needing to be reordered. I have worked diligently with the factory to expedite these orders and ship them damage free. It is beyond acceptable that we damaged one of the windows on the second order, this is an abnormality for us and I know it created further timing issues for Mr. *****. I chose to not utilize ****** or *** to ship the product because this would have thrown greater risk into an already bad situation. I understand that Mr. ***** has had a poor experience.
Since Oct. 16, I have been working directly with Mr. ***** to ensure proper communication is getting to him in regards to remaining service items and credits.