Complaints

This profile includes complaints for Pwd-Orlando, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pwd-Orlando, LLC

  Orlando, FL 32808

• 

  Pella Windows & Doors of Oldsmar

  174 Douglas Rd E Oldsmar, FL 34677

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed a contract on 11/17/2024 for order and installation of 12 hurricane windows and a front door. Contract is 50% down upon order, 40% on install and 10% retained until project is completed. 50% for both the windows and door has been paid. We were told all installation was done by ***** employees. Windows were installed the week of 2/17/25 by subcontractors to *****, not employees. The door had to be sent back as it had a quality issues and is due to be installed 6/18/25. The window installation was never finished. Windows are missing s**** cover trim, one is missing interior trim leaving insulation exposed and visible on the interior wall. Additionally the stucco repair does not look correct on the exterior. We have taken and sent multiple photos and made several phone calls during Feb, Mar, and April to the salesperson, installation mgr, contractors and Pella project coordinator. We were assured the windows would be finished promptly and to our satisfaction, however. no one has shown up to finish the job (windows). The project has to be finished correctly either by Pella or we will have to hire someone. This has taken entirely too long.

  Business Response

  Date: 05/29/2025

  Dear ******** ******/Snare:

  Thank you for sharing your concerns regarding your Pella project thus far. We apologize it has taken longer than originally expected to complete your installation. Although there's been unexpected delays that impacted the installation of your door, we can assure you will continue to work diligently on your project. 

  Your Project Coordinator, Chanel *********, will be contacting you as soon as possible to discuss a partial inspection which will allow us to finish the post inspection tasks while we wait for installation of the door. Please be on the lookout for communication from your Project Coordinator and as always, we welcome you to contact the branch should you have any further needs regarding your project. 

  **************

  Sincerely, 

  ******* *******

  Customer Support Supervisor

• Initial Complaint

  Date:05/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I contracted with ***** in December 2024 for some new windows and doors. Salesman made numerous assurances which have proved to be false.Pella delivered doors significantly late (it was represented to us both by salesman and by the installation person who came to do measurements that we should expect them in 6-8 weeks from contract execution/placing the order and they actually took more than 12 weeks) that both do not meet the contract and permit and which do not meet the representations made by salesman for all three doorways.The installation team was loud, extremely messy, left broken glass (for some inexplicable reason) all over the patio where my family and dogs routinely walk, damaged the stucco and tile around doorways and then were extraordinarily pushy about installing door handles.After that, my wife and I have spent 2+ weeks trying to get an offer from sales manager of how to resolve. We were told yesterday that we would have to pay an additional $24k to resolve Pella's mistakes.

  Customer Answer

  Date: 05/27/2025

  Hello

  I received a proposal from PWD Orlando, or whatever legal entity name they are using today. In their proposal, I could pay tens of thousands of additional dollars to receive what their salesman initially promised. Not surprisingly, I have not accepted such proposal and am exploring other options for recourse.

  **** *****

  Business Response

  Date: 05/29/2025

  Dear Mr. ****************** you for sharing your concerns regarding your Pella project experience. We strive to ensure every customer is happy with their purchase, and it's clear our efforts haven't aligned with your expectations.

  Manufacturing lead times can impact installation dates for contracted product as stated in our agreement. Despite our best efforts to coordinate prompt appointments and reduce contract-to-install timelines, ultimately delays in manufacturing will have a direct impact on these. 

  We truly apologize for any construction material that was left onsite and urge you to contact our business directly so we may schedule a clean-up crew. It would never be our intention to leave hazardous material at your property. 

  In regard to the doors that were installed, the product installed is as contracted. All but one are able to move forward with final inspection and post inspection visit. It is my understanding that it was requested we held off on the replacement order for the door unit that came in with the wrong swing from manufacturing and any further steps towards completion due to your request to look through other options for replacement. Our Sales Manager, **** ******, has reviewed options that would meet your preferences and extended a very generous quote for replacement of the three units installed as a goodwill gesture to you as our customer. We unfortunately will not be able to offer a credit for the doors currently installed as this product is made to order and cannot be resold.  

  We recommend you communicate directly with the branch representative assisting in this case, **** ****** (Sales Manager), to discuss next steps and a swift resolution to this matter. 

  Thank you, 

  ******* *******

  Customer Support Supervisor

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pella Windows installed a 3-panel window in July 2019. Unbeknownst to me, the window leaked inside my partition. After several years, my flooring was warped, and I contacted Pella. My insurance *** looked at the damage and stated that it was the fault of the leaking window. Pella' s *** agreed and said they would ***lace it which they did. Since my flooring was destroyed, they also said they would help with the flooring ***lacement. No amount was stated, and I did not expect them to pay all of it since the flooring extended into 2 rooms and could not be matched. They installed the window in November 2024. When they installed the window, they put 9 unsightly exposed screws in my marble window sill and cracked a corner of the marble. I was told the Building Inspector would come to check the job and was given a date. After the installation, the Building Inspector did not show up. I called the county and they did not have a record of it being scheduled. Pella then told me an inspector was not necessary since it was a ***lacement. I called Pella several times and was unable to speak with the Installation Manager. I sent them a certified letter in November, but it was returned as the address on the original papers was incorrect. I called and got a valid address and resent the letter on January 9. The letter included photographs of the damaged flooring and the screws in the window sill. It stated that Pella said they would help with the flooring and that I was unhappy with the unattractive screws in my sill. I received a ***ly on Nov. 20 stating that they received my letter and said that a "dedicated and trained team member" would look into the matter. It also stated that I would hear from them within 5 business days.That is the last I have heard from them. They have not helped with the new flooring and have not addressed the screws in my window sill. I certainly cannot recommend the ************* in *******.

  Customer Answer

  Date: 05/09/2025

  I received an email from Pella stating that they will reimburse my flooring expense in the amount of $2500. This is very fair.

  They have also said that they will send someone to cover the sill clips and correct the caulking. I do not have a date for that yet. Hopefully, it will be done to my satisfaction.

   

  Business Response

  Date: 05/23/2025

  Greetings **** *******, 

  We are happy to hear you found our resolution for the flooring repair costs reimbursement fair. It is always our intention to provide quality service along with great product. We have reached out in a couple occasions to attempt to schedule the completion of the service work, yet we haven't received a response. Furthermore, our technician has stopped by in an attempt to meet you at the property to fulfill this work unsuccessfully. Please contact us through your preferred means so we may schedule a date for the work outstanding.

  Thank you, 

  ******* Marcano 

  Customer Support Supervisor

  Customer Answer

  Date: 05/24/2025

  Response to message from Pella dated May 23.

  I informed Pella that I would be out of town from May *****. I do not know whether or not they tried to contact me during that period, but I did not have any phone messages or emails from them. I will send them an email today, and will call them promptly on Tuesday, May 27, to schedule the completion of the service work. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23237572
  
  I am rejecting this response because:

  Response to message from Pella dated May 23.

  I informed Pella that I would be out of town from May *****. I do not know whether or not they tried to contact me during that period, but I did not have any phone messages or emails from them. I will send them an email today, and will call them promptly on Tuesday, May 27, to schedule the completion of the service work. 

  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/29/2025

  We were able to connect with the customer via phone and successfully schedule a service appointment for the finishing work that was outstanding. The appointment was completed yesterday, and project is reported as done. The units are well under warranty, please don't hesitate to reach out to us with any product or warranty questions. 

  Thank you again for the opportunity to rectify and complete the installation of your Pella windows. 

   

  ******* Marcano 

  Customer Support Supervisor

  Customer Answer

  Date: 05/31/2025

  The Pella installers came on Wednesday, May 28, to complete the job. They covered the screws on the window sill which also covered the minor crack on the left side. They did a thorough job and I am completely satisfied with it. Also, I received the reimbursement check for the flooring on Saturday, May 31. I am satisfied with the response and appreciate the efforts of ******* *******, the Pella Customer Support Supervisor. Once she was involved the process was expedited and completed to my satisfaction. I consider this issue resolved.

• Initial Complaint

  Date:04/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract for a new door in August 2024. The installation was in November 2024. Since then I have been trying to get the finish trim completed since the first attempt was unsatisfactory. Pella first scheduled it for March 12 however all of the parts did not arrive and was not informed of this until the 12th. It was rescheduled for April 18th between 8 and 10. No one has shown as of 10:20 and there is no answer on their phones.

  Business Response

  Date: 04/28/2025

  Dear Mr. *********

  We acknowledge your concerns and appreciate you bringing this to our attention. Although unexpected arrival delays might impact your appointment, for us it is always important to make our customers aware of arrival times. Please be assured we will review your experience internally to address the processes that caused these issues. We hope you will give us an opportunity to serve you better moving forward and finalize your project so you may enjoy the quality product purchased. The final pieces are on order, and we will communicate through your project coordinator a scheduled recovery date for completion. 

  As always, we welcome you to contact us should you want to discuss your concerns further. 

  Sincerely,

  ******* *******
  Customer Support Supervisor 

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 12, ***************************************************************************** the outer most glass panel. My first contact was with ***** who was clearly not trained properly on their new system that was apparently recently installed. She was unable to pull up any information on my windows and ultimately the call was disconnected. I called back and spoke with a gentleman, unfortunately I did not get his name, but he was able to schedule a tech to come out on 3/12 to inspect the window. ***** showed up on 3/13 and provided me with a work order of sorts and stated someone would be in touch to provide an estimate. After no response I called on March 21st and spoke again with ***** who stated she would submit and escalation. Finally on Monday, March 24th @ 5:14PM I received a quote from ******** who clearly did not bother to read the work order since she sent me a quote for the wrong window. I responded to her email on March 24th @ 5:22PM to inform her it was the wrong window. I hear nothing back from anyone. I emailed again on March 25th @12:49PM. No response. I called again on March 27, 2025 @8:48 AM and was told there was a wait time of over 30 minutes so I requested a call back. At which point ***** called back and stated she would send yet another escalation. Finally, on March 28th @9:06 AM I received a revised quote from ******** however the attachment she sent has no information on it and will not open. Yet again I emailed her back on March 28th at 9:25 AM informing her of the issue... yet again... no response! Sent another follow up email on March 31 @ 12:59 PM. Awaiting response!

  Business Response

  Date: 04/28/2025

  Dear *** ******, 

  We appreciate you bringing this matter to our attention. Our software changes were not intended to have a negative customer experience, and we regret this was the case with yours. We have alerted our **************** team to ensure proper follow up on any outstanding items from your quote.

  As always, we welcome you to contact us should you want to discuss your concerns further. 

  Sincerely,
  ******* *******
  Customer Support Supervisor 

• Initial Complaint

  Date:03/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Pella Windows of Oldsmar on 12/09/2024, I was hit by the Hurricane ******. I signed the contract of $28,000 for 12 single pane windows. This is price gouging. I contacted the company to cancel my order, however, I was told I only had 3 days. I contacted the factory to obtain pricing. They do not give pricing over the phone. I had Pella Windows in my previous home and was satisfied. I would not think that each location had a variation of pricing. I contacted ***** and found out my mark up was 100%. I want to warn others of these tactics. 1) Pricing is not made available at factory and other Pella locations. 2) Materials and Labor are included with the cost of each window making deposit high. When you should be paying for 1/2 material only. 3) Measurements are not given on invoice to compare pricing. 4) Contract contains a storage fees if not installed. 5) Company will not accommodate any changes. 6) The contract leaves no legal recourse after 90 days if you do not write to the company and you only can litigate in ********, *** 7) No offering of returns after signing. Most companies have a restocking fees or a percentage charge. 8) The actual business LLC is located in ******* and the main contact person is out of the area. I recommend not doing business with Pella Windows and Doors of Oldsmar.

  Business Response

  Date: 03/03/2025

  Dear Mrs. **************** PWD-Orlando, LLC, we are transparent with our process and pricing to ensure a high level of customer satisfaction. It is my understanding, we spoke with you on February 19th, 2025, and confirmed the product had arrived as well as your agreement to the installation date of March 11, 2025. This past Friday we received calls, and an in-person visit to our Oldsmar, ** showroom from ***** ***** who represented himself as your son stating would share poor reviews in social media and involve legal counsel unless we agreed to cancel the contract in its entirety. 

  Both parties have incurred in a binding contract, which included product that is tailored specifically for the property in question. We provide our customers with a ***** cancellation period if they so change their mind about the project contracted. 

  However, as a gesture to the situation, I spoke with ***** *****, son, today to discuss our stance on the matter and explain the specific industry reasons why their request could not be fulfilled at this time. We are willing and able to move forward with this installation as soon as possible, product has already been received from manufacturing. 
  
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
  ******* Marcano 
  Customer Support Supervisor 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 23010680
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 03/03/2025

  I am rejecting the response because the contract I signed is predatory on the customer. This company is called other names as Pella window and Doors of Oldsmar; *******************************. They ask for half the money up front which includes labor and materials, which it should be materials only. The cost is 100% higher than Loews for the same product, No one explained the contract. You sign away your rights to legal counsel. Nothing is transparent. This company is a subsidiary to ************* located in *******. The location in ******* is a showroom. This is not the representation of Pella Windows I knew in the past. My past experience made me believe things will go well. I was mistaken and overwhelmed by the Hurricane ******. This is price gouging! Nothing is transparent. Buying Pella Windows should be the same everywhere and not with 100% mark-up. Nothing is transparent. It is unethical to collect money and e-sign. I fell for the past reputation of Pella Windows. This is NOT the same company with any values to its customers.

  Business Response

  Date: 03/06/2025

  Mrs. *****, 

  We understand your claim and assure you our business is carried in good faith towards our customers always. Our business **********************, LLC does have operations in ******* and ************, **; both stemming directly from our main branch. During the contracting process, our customers are provided with a copy of the signed contract immediately after signing and allowed a 3-day period for review and cancellations if so the case. Once that period ends, the order is sent to manufacturing. 

  We apologize if this transaction has caused dissatisfaction on your end. The project in question qualifies for a reduction of the total contract cost based on the permitting status of the property which we have discussed before and can revisit if needed. We continue to be available by phone or email to further discuss. Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,
  ******* *******
  Customer Support Supervisor

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23010680
  
  I am rejecting this response because:

  I am rejecting the response because the contract I signed is predatory on the customer. This company is called other names as Pella window and Doors of Oldsmar; *******************************. They ask for half the money up front which includes labor and materials, which it should be materials only. The cost is 100% higher than Loews for the same product, No one explained the contract. You sign away your rights to legal counsel. Nothing is transparent. This company is a subsidiary to ************* located in *******. The location in ******* is a showroom. This is not the representation of Pella Windows I knew in the past. My past experience made me believe things will go well. I was mistaken and overwhelmed by the Hurricane ******. This is price gouging! Nothing is transparent. Buying Pella Windows should be the same everywhere and not with 100% mark-up. Nothing is transparent. It is unethical to collect money and e-sign. I fell for the past reputation of Pella Windows. This is NOT the same company with any values to its customers.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They want to do the last inspection with the Marion county so they can close this case, but they still haven't responded or address any of my issues with the windows. Now they sent me a certified letter saying by December 16, 24 if they don't here from me they will transfer the permit into my name so I'll have to deal with the closing inspection. I have emailed them multiple times and no response from them because they don't want to address my issues with the windows because they got paid and don't care. I have emailed 5 different people on their team and no one is responding back to me. They need to address my issues on my new windows they installed. There are open gaps in the windows where water and bugs can get into and they left behind a ton of trash which they never cleaned up.

  Business Response

  Date: 12/06/2024

  Dear Mr. **************** appreciate you reaching out to us regarding this matter. It has always been our intent to address and correct any issues caused during the installation of your project. As it stands, the service work we were contracted for is complete triggering our request to schedule a final inspection with the county per our normal process. The open permit on your property is listed under our name, we will make every humanly effort possible to ensure an inspector can review and approve the work done. In regard to the issues referenced in your statement, we have maintained communication and asked for a confirmed time and date for our technician to come on site and address. Please respond to our request for an appointment so we can stand by our promise to make it right and complete this project for you. 

  Thank you for providing us with the opportunity to look into this matter.

  ******* *******

  Customer Support Supervisor

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22616498
  
  I am rejecting this response because: this is a lie because all they want to do is do the final inspection so they can close this out because they already got paid. I have emailed them multiple times and talked with 5 different people about these issues and nothing has been done about them. They need to addressed these issues first before the final inspection. They don't care about the customer at all or would fix these issues.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/12/2024

  Mr. ******, 

  Per our mutual agreement, we were most recently out to the property on Wednesday December 11th, trim work was replaced meeting the preferences noted by you, our customer. We understand the importance of your work and have followed up today via email advising to review the work that took place and advise if it is acceptable for us to discuss next steps towards the completion of your project. 

  Regarding the materials left behind during installation, we have come to an agreement to compensate for materials and time invested by you, our customer, to correct this in hopes to materialize our sincere apology for this oversight. Our appreciation for you as our customer goes well is of foremost importance. 

  Best regards, 

  ******* *******

  Customer Support Supervisor

  Customer Answer

  Date: 12/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  But the one window is now making noise when you open and close it, I have reported it to Pella about but still haven't heard back from them. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract signed 1/16/23, to replace double front door and rear french doors with 2 static panels. Price $ *****. Through a series of avoidable mistakes, 658 days at time of writing, and the the job remains incomplete. Delayed scheduling, bungled work order and fixes, rusted out hinges, lack of response to communications from me and lack of initiative to take charge of this job to get it complete. I am not satisfied with the time it has taken for completion. It took 3 times and six months just to have proper functioning doors, after the nine month wait for them to be manufactured and delivered. This was then followed by a series of recovery visits. In each case, the work order did not accurately match the items that needed to be fixed. I think the delays and avoidable errors are unacceptable. My request is that ***** provides a partial refund, for the consequential stress, and the amount of work on my part to be constantly tracking and following up. Here are my notes so you can see what took place and payments made so far. 1/16/23 $ ******** paid 9/7/23 doors installed - but blind controls on one door on the outside 9/8/23 paid $ 4923 11/25/23 - visit - nothing installed - door hinge positions incorrect March 2024 - correct door installed 4/16/2024 - County Inspection 4/30/24 Recovery items, partially completed 5/1/23 paid $ ******* 8/14/24 Recovery Items, partially completed 9/10/24 Recovery items, partially completed

  Business Response

  Date: 12/04/2024

  Mr. *********,

  We have discussed the front door was shipped unfinished (as contracted) and since its install it has not been painted or cleaned per the customer maintenance instructions for the product. The cleaning supplies our technicians carry will not remove the mildew type stains. It needs to be scrubbed clean with mild detergent, and surface properly prepped for paint within the manufacturers time frame.
  Our technician tested a small area with a mild solution and the results were hardly noticeable. Using anything stronger is not recommended. Its possible that with proper prep including surface scuffing that paint will cover everything if it's done at the same time. There is a 6-month window in which to paint a door to maintain its warranty.
  As for one inch range of play, if you are discussing the front door then most likely the flush bolts are not engaged on the one door.  We can have our service team come out and address this item. Our team is available to coordinate service work via phone at **************. 

  Bests,

  ******* *******

  Customer Answer

  Date: 12/04/2024

  Please address the complaint. PELLA is addressing a question about cleaning the doors and adjusting the door handles. This is not what the complaint is about.

  Please ask Pella to read the complaint and make the response address the the complaint.

   

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22512512
  
  I am rejecting this response because:

  Please address the complaint. PELLA is addressing a question about cleaning the doors and adjusting the door handles. This is not what the complaint is about.

  Please ask Pella to read the complaint and make the response address the the complaint.

  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 12/12/2024

  Mr. *********,

  We acknowledge your concerns and appreciate you bringing this to our attention. Although unexpected product delays might impact installation and service dates, for us it is always important to make our customers aware of upcoming appointments in their project. Please be assured we will review your experience internally to address the processes that caused these gaps in service.

   As always, we welcome you to contact us should you want to discuss your concerns further. 

  Thank you for providing us the opportunity to look into this matter. 

  Sincerely, 

  ******* Marcano 

  Customer Support Supervisor

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22512512
  
  I am rejecting this response because:

  I am asking for compensation for the poor service, not completing the job, and huge delays caused by a series of visits where items were either left incomplete or ignored altogether. A refund is requested. 20%. It is stated in the initial complaint. Please address this specific point. Thank you 

  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:09/18/2024

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please note that the business address that I have entered in the original complaint is incorrect, sorry about that. I have included a copy of the contract for reference. The correct business address is Pella Windows and Doors of Florida #CDCO46712 4306 Shader Road, Suite 100 Orlando, FL 32808. Thank you, 

  Customer Answer

  Date: 08/26/2024

   

  Please refer to email communication sent on August 12, 2024 with attachment. Thank you.

  Customer Answer

  Date: 09/18/2024

  Before signing the contract to install 4 new windows on the second floor of my house with Pella, I asked the representative 4 times during the home appointment, how long it will take to complete the installation of the windows. The Lady, Ms. ***** ****** stated that it will take 5-6 weeks. I told her that the date of the installation was very important to me and that it was the main reason why I was going with her company and signed the contract on 6/18/24. Ms. ****** stated that I needed to hire someone to remove the existing storm shutters before they come to do the installation, which I paid a contractor to do. We are on WK 9, and I received an email from them stating that the installation was scheduled for September 29th. I have been trying to contact the company by email and phone, but they are hard to reach. I finally got a hold of someone at the office and I still waiting for their call back. I told the lady who answered the phone (Ms. ******** that I had removed the only protection that I had on my windows and now the safety of my house is at risk with the hurricanes because of their irresponsibility to comply with the installation date. I told ***** that if they cannot install the windows by this week, I needed to break the contract and go with another company.

  Business Response

  Date: 09/23/2024

  September 23, 2024
  
  Cody
  Huizenga
  Better
  Business Bureau
  2625
  Beaver Avenue
  Des
  Moines, IA 50310
  
  RE: Alma
  Echevarria BBB Complaint #22105711
  
  Dear
  Mr. Huizenga:
  
  Thank you for your recent email. I am writing to follow
  up on the concerns that Ms. Echevarria has presented regarding her service
  experience.
  
  Pella Corporation and the local Sales team continually
  strive to provide superior customer service. We very much regret that the
  customer’s sales experience has fallen short of her expectations, and we
  sincerely apologize for the inconvenience this has caused. 
  
  Pella Corporation is not a party to their purchase contract
  with the local Pella window and door distributor, so we are unable to provide
  assistance or direction in the matter of discussing lead times provided by the
  branch. Pella Corporation is unable to comment on what may or may not have been
  communicated to consumers during the initial sales process as we were not a
  party to that conversation, so we recommend that Ms. Echevarria continues to
  work with her point of purchase contact for them to address her concerns.
  
  As a goodwill gesture, we have provided Ms. Echevarria’s
  feedback to the leadership team to make them aware of the most recent
  communication. Mr. Jeremy Hansen, General Manager, has advised that they were
  able to move up her install date to September 17th which is now
  completed. I understand that the customer is scheduled with the city for final
  inspection on September 14th and post-inspection trim out on September 26th.
  
  If
  the customer has any additional questions or concerns, the local sales team may
  be reached at 407-831-0600.
  
  Sincerely,
  
  Laurel
  McCombs
  Customer
  Experience
  Case
  Management Specialist
  Pella
  Corporation

  Customer Answer

  Date: 09/27/2024

   
  
  Complaint: 22105711
  
  
  
  I am rejecting this response because: It is almost impossible to get a hold of customer service and upper management. I have tried phone calls, text, emails with little success. They took the wrong measurements for all the windows (for all the windows or installed the wrong ones. There was a gap of about 2 inches at the top and bottom of all the windows. When I asked the contractor, he stated that it was ok, and he proceeded filling the gap with expanding foam and the covered with a plastic strip. The Manufacturer specifications states that the gap should not be more than 1/4 inch. I showed videos and pictures to the building inspector, and he rejected the installation. In addition, one of the windows is missing the PVC trim on top which was part of the contract. This same window was installed with a dent. I took off from work so Pella could take the proper measurements. I am not sure if the measurements were taken wrong or if they mix the order, but this is unacceptable. Please refer to attachment for pictures and information.  Please google "Pella Pissed Customers" I am not along in reference to having awful experience with Pella Windows and Doors. Immediate action is needed.
  
  
  
  Sincerely,
  
  
  
  Alma Echevarria

  Business Response

  Date: 10/08/2024

  October 8, 2024
  
  Cody
  Huizenga
  Better
  Business Bureau
  2625
  Beaver Avenue
  Des
  Moines, IA 50310
  
  RE: Alma
  Echevarria BBB Complaint #22105711
  
  Dear
  Mr. Huizenga:
  
  Thank
  you for your additional email. We appreciate the opportunity to further address
  Ms. Echevarria’s concerns.
  
  Pella Corporation's position remains unchanged from the
  response previously provided on September 20. Respectfully, this is Pella's
  Corporation's final response to this specific customer complaint.
  
  We encourage Ms. Echevarria to please contact the local
  Pella distributor. They can be reached at 407-831-0600.
  
  Thank you again for the opportunity to address Ms.
  Echevarria’s concerns.
  
  Sincerely,
  
  Laurel
  McCombs
  Customer
  Experience
  Case
  Management Specialist
  Pella
  Corporation

  Customer Answer

  Date: 10/11/2024

   
  
  Complaint: 22105711
  
  
  
  I am rejecting this response because: I still have unresolve problems with installation and product. Please refer to the latest communication sent to Pella. like always no reply back from them yet.
  
  
  
  Sincerely,
  
  
  
  Alma Echevarria

  Business Response

  Date: 10/22/2024

  We acknowledge your concerns and appreciate you bringing this to our attention. Although unexpected product delays might impact installation dates, for us it is always important to make our customers aware of upcoming appointments in their project. Please be assured we will review your experience internally to address the processes that caused these issues. We hope you will give us an opportunity to serve you better moving forward and finalize your project so you may enjoy the quality product purchased. As always, we welcome you to contact us should you want to discuss your concerns further. 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22105711
  
  I am rejecting this response because: if I accept BBB will close the complaint and the 2 main issues still standing which are a replacement of the damaged window (installed like that as the contractor stated that it was damaged before installation) and the addition of the exterior upper trim (PVC board).

  I thank you for your reply, to let me in advance when the final work is scheduled. At this time, due to previous promises and false information provided during the process of buying and installation, I cannot trust any statement or information provided by your company until the pending issues are resolved.
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 11/06/2024

  We understand your concern and have prepared diligently to complete all outstanding items during our upcoming appointment. With the successful completion of these recovery items, we hope you will be able to enjoy your new Pella product. 

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22105711
  
  I am rejecting this response because: There are 2 unresolved issues; 1- The replacement of a damaged window (Installer confirmed that the window was damaged before installation, which I do not understand as they are supposed to inspect the product before installation). 2- Installation of the upper ********* (exterior).
  After the Building Department rejected the installation, the installer came to the house 3 times and after every visit he stated that they will be back to replace the window and to install the missing *********. The third time he came he just repaired the 2-inch gaps on the top and bottom of the windows which were previously covered with expanding foam. At this time the installer stated that ***** did not provide enough material to complete adding the trim to the window and that he had to buy a lot of material from his pocket and therefore he would not be able to finish the exterior window. After this ***** from Pella came to the house and the only thing he did was to take the window stickers off.

  
  At this time, and due to many previous promises and false information provided during the entire process of buying and installation, I cannot trust any statement or information provided by your company until the pending issues are resolved.
  
  
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 11/11/2024

  We have a confirmed appointment for November 25th to replace the damaged window and install the *** trim that is needed. We are looking forward to a successful completion of your project.  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22105711
  
  I am rejecting this response because there are 2 unresolved issues; 1- The replacement of a damaged window (Installer confirmed that the window was damaged before installation, which I do not understand as they are supposed to inspect the product before installation). 2- Installation of the upper ********* (exterior).
  After the Building Department rejected the installation, the installer came to the house 3 times and after every visit he stated that they will be back to replace the window and to install the missing *********. The third time he came he just repaired the 2-inch gaps on the top and bottom of the windows which were previously covered with expanding foam. At this time the installer stated that ***** did not provide enough material to complete adding the trim to the window and that he had to buy a lot of material from his pocket and therefore he would not be able to finish the exterior window. After this ***** from Pella came to the house and the only thing he did was to take the window stickers off.
  
  At this time, and due to many previous promises and false information provided during the entire process of buying and installation, I cannot trust any statement or information provided by your company until the pending issues are resolved.
  
  
  Sincerely,
  
  **** **********

  Customer Answer

  Date: 11/25/2024

  Good afternoon - Could I please get a contact email from the person managing my complaint in *******. I just became aware that my complaint has been transferred again to this office, and I have some questions in reference to my case.

  Thank you,

  Customer Answer

  Date: 12/02/2024

   Good afternoon, *******- I received a msg from BBB notifying me that the complaint was closed. Just to check that my complaint still open, Pella has failed again with the scheduled day for the final repairs.

  Thank you,

  Customer Answer

  Date: 12/02/2024

   Good afternoon, *******- I received a msg from BBB notifying me that the complaint was closed. Just to check that my complaint still open, Pella has failed again with the scheduled day for the final repairs.

  Thank you,

  Customer Answer

  Date: 12/17/2024

   

  Good afternoon - I when to your website and saw my complaint posted. Please note that the response posted as given by me, is making reference to another email which the public will not have access to, and I consider to be of vital knowledge detailing the way how Pella work. I have attached that communication to this email. Please use this communication as my last response for Pella. I noticed that you have another complaints about Pella, it is important to make people aware of how this company works.

   

  Thank you,

• Initial Complaint

  Date:08/22/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Pella Windows and *********************** 065 regarding their failure to install eleven (11) windows and deliver and install one (1) door that I purchased from them since April 9, 2024. Despite my repeated attempts to resolve these issues directly with *****, I have been unable to get a satisfactory response or resolution, and therefore, I am seeking your assistance.On April 9/2024, I purchased 11 windows from Pella, spending $9762 and a door, spending $3496, for a total of $13258. The windows were delivered to my residence on June 18/2024, the door has never been delivered and it is supposed to be at the ****************************. The installation date was scheduled for June 25th/2024, but nothing has been installed yet. Since then, the Windows have been sitting outside my garage, waiting to be installed. And despite being informed that the door is ready and currently sitting in their warehouse, it has yet to be delivered to my home.Order or Merchant Reference Number : 0654CGM3N. Total : ******* USD Order or Merchant Reference Number : 0654CG95W. Total : ******* USD I have contacted ***** multiple times to arrange for the installation of the window and the delivery of the door, but despite my efforts, no arrangements have been made. My interactions with ***** have multiple phone calls and conversations with :***************** ***************** ***** *************************** (Salesperson), ******* (Project manager) and ******************** services). Phone numbers: *****************-937-2821; ************. Confirmation of purchased via Emails by *********************** and ********************************** Despite these efforts, Pella has not provided any clear information or timeline for when the windows will be installed or when the door will be delivered/installed. The delays have caused significant inconvenience, damage in my house as there is water protection against the rain, and frustration.

  Business Response

  Date: 08/22/2024

  RE: ID # ******** ***********************;
  
  Dear ********************:
  
  Thank you for your recent email. I am writing to follow up on the concerns that ****************** has presented regarding her service experience.
  
  As a manufacturer, ***************** does not provide installation services and therefore does not warrant installation services. Additionally, ***************** is not a party to the customers purchase contract with the local Pella window and door distributor, nor a party to the contract with their contractor, Dream *************** As such, ***************** is not in a position to mediate disputes regarding an installation contract, including any disputes regarding payments owed or contract terms. 
  
  However, as a gesture to the situation, I contacted *********************************, Customer Support Supervisor at **********************. ****************** advised that when they originally went out to the site, the opening for the windows was not ready for installation, and they discovered that they could not use a lift on the property. The mulled combination window will be required to be un-mulled, carried up to the opening manually, re-mulled, then installed. The local team left the windows on the property waiting for the reschedule, and ordered the necessary **** components for the combination window. Those parts recently arrived to their business. The door is currently at the warehouse due to the customer stating he would pick it up there. 
  
  ****************** stated that they are working on scheduling a new site visit to ensure the openings are corrected and ready for product installation. PWD-Orlando, LLCs customer and contract holder is ********************* ******, and therefore this is the contact the local team communicates with; therefore, Dream ************** would be responsible for relaying updates to the customer. 
  
  It is also my understanding from ****************** that Dream ************** did not originally contract installation labor for the door. Since then, Dream ************** had reconsidered, and now wanted PWD-Orlando, LLC, to perform the installation of the door. To date, the newly requested door installation labor has not been formally contracted or paid for. ****************** advised that the project is tentatively on the schedule, but that Dream ************** has been informed that the tentative schedule date cannot be finalized until the contract is finalized and a desposit of 50% is received. Once the contract is signed, and the deposit paid by ********************* the local team can finalize the installation schedule and proceed with this project. ******, with ********************* was advised of this by and Email on Aug 2nd, and a voicemail left by the local team.
  
  ***************** is unable to provide assistance or direction in this matter, as we are not a party to the sales contracts, as mentioned above, so we strongly recommend that the ****************** contact her contractor and the purchase contract holder, ********************* to discuss next-steps.
  
  Thank you for providing us with the opportunity to look into this matter.
  
  Sincerely,

  *************************
  Customer *********************************** Specialist
  *****************

  Business Response

  Date: 08/30/2024

  Hello.  Our contract for this project is with ************ Kitchen and Bath and ****************** is a customer of theirs.  We typically run all of the communication for our projects through the customer who is listed on our contract.

  We have made a couple attempts to install the windows for this project but the window openings were not properly p***ped and we have not be able to install up to this point.  The customer recently let us know that they would like the windows to be installed with fins but the contract was for block frame windows.  Our sales *** is putting together a quote for the fin material that would be needed to install using the fin application.

  The customer has also asked us about installing an entry door that was ordered for this project.  We did not quote installation for the door on the original order.  Our sales *** is creating a quote for Pella to install the entry door to provide to the customer.

  When we receive back the signed contracts for the fin material and the installation of the door along with the deposits we will be able to move forward with scheduling the install for all material that has been ordered for this project.

  Customer Answer

  Date: 10/22/2024

  Dear BBB,

  Unfortunately this service has not been resolved. Both, Pella Windows and *********************** 065 and Dream Kitchen and Bath have been unable to install the products after 6 months from the initial order. Both companies "try" to resolve the issues, but nothing has been resolved completely or to satisfaction. I really don't understand if it is a mistake in the order or inability to provide the service. I wan to extend my complain and ask please for your help / intervention in resolving this matter.

  DETAILS:

  1. Pella Windows and *********************** 065 never installed the large windows at the balcony (second floor). I request a refund for my installation fee.

  2. The other nine (9) windows have not been installed yet (today Oct 23rd, 2024), after the order was placed on April 9th 2024. Today another company tried to install the windows as this is a significant delay, and the windows have the wrong measurements. I request a refund for my installation fee and even for the windows per se which are not at the correct size.

  3. The one (1) door that was ordered, came also with wrong measurements and we were unable to install it where it was suppose to go, wasting an expensive security pad lock. What do I do with the uninstall pad lock as the door came with the wrong size? I request a refund for the pad lock.

  Despite my ***eated attempts to resolve these issues directly with Pella and ************ Kitchen and Bath, I have been unable to get a satisfactory response or resolution, 6 months later the products are not completely installed and the fees for the installations that Pella have not done have not been refunded. I am seeking you please for your assistance as I don't know what else to do to get my home finished.

  I need to understand if Pella have been unable to provide the products with the right measurements, or the orders were wrong by the builder, as for sure I won't use or recommend their services anymore. These delays have caused significant frustration,  inconvenience, damage in my house as there is water protection against the rain in the middle of the hurricane season.

  FROM PELLA PRIOR ANSWER:
  

  WINDOWS NOT INSTALLED AS TODAY OCTOBER 23, 2024: We have made a "couple attempts" to install the windows for this project but the window openings were not properly p***ped and we have not be able to install up to this point. IS THIS ACCEPTABLE FROM A REPUTABLE BUSINESS?

  I DIDN'T REQUESTED PINS AS A DESIRED CHANGE IN THE DESIGN, THEY HAD TO BE ORDER AS PELLA LATER SUGGESTION AS THE WINDOWS WERE ORDERED FOR BLOCK FRAME WINDOWS AS THE STUCCO DIDN'T NEED TO BE CUT; THEN PELLA SAID THEY NEEDED THE STUCCO TO BE CUT; THEN THEY NEEDED FINS; THEN THE STUCCO HAD TO BE CUT MORE; AND THEN FINALLY THE WINDOWS ANYWAY ARE THE WRONG SIZE.  The "customer recently let us know" that "they would like the windows to be installed with fins but the contract was for block frame windows".  Our sales *** is putting together a quote for the fin material that would be needed to install using the fin application.  THIS IS NOT MY DESIRE OR WISH, BUT A CONSEQUENCE OF LACK OF CLARITY IN THE ORDER OR SERVICE INFORMATION. 

  I HAVE NEVER REQUESTED A DOOR INSTALLATION TO PELLA. I DIDN'T PAY A FEE FOR THAT SERVICE. THE DOOR WAS ORDERED AND THEN DELIVERED WITH THE WRONG MEASUREMENTS, MAKING THE *** LOCK USLESS. "The customer has also asked us about installing an entry door that was ordered for this project".  We did not quote installation for the door on the original order.  Our sales *** is creating a quote for ***** to install the entry door to provide to the customer. WHAT DO I DO WITH AN UNUSED $3000 *** LOCK FOR THE WRONG DOOR? 

  My complain is about very poor communication, delayed services, inability to fulfill order within timeframe as requested, and I request a refund in my order.

  BBB, I appreciate your assistance / intervention in the resolution in this matter, because as a costumer it appears I can do nothing else than complain, as the issues are not resolved yet.

  ***** *******

  Customer Answer

  Date: 10/22/2024

  Dear BBB,

  Unfortunately this service has not been resolved. Both, Pella Windows and *********************** 065 and Dream Kitchen and Bath have been unable to install the products after 6 months from the initial order. Both companies "try" to resolve the issues, but nothing has been resolved completely or to satisfaction. I really don't understand if it is a mistake in the order or inability to provide the service. I wan to extend my complain and ask please for your help / intervention in resolving this matter.

  DETAILS:

  1. Pella Windows and *********************** 065 never installed the large windows at the balcony (second floor). I request a refund for my installation fee.

  2. The other nine (9) windows have not been installed yet (today Oct 23rd, 2024), after the order was placed on April 9th 2024. Today another company tried to install the windows as this is a significant delay, and the windows have the wrong measurements. I request a refund for my installation fee and even for the windows per se which are not at the correct size.

  3. The one (1) door that was ordered, came also with wrong measurements and we were unable to install it where it was suppose to go, wasting an expensive security pad lock. What do I do with the uninstall pad lock as the door came with the wrong size? I request a refund for the pad lock.

  Despite my ***eated attempts to resolve these issues directly with Pella and ************ Kitchen and Bath, I have been unable to get a satisfactory response or resolution, 6 months later the products are not completely installed and the fees for the installations that Pella have not done have not been refunded. I am seeking you please for your assistance as I don't know what else to do to get my home finished.

  I need to understand if Pella have been unable to provide the products with the right measurements, or the orders were wrong by the builder, as for sure I won't use or recommend their services anymore. These delays have caused significant frustration,  inconvenience, damage in my house as there is water protection against the rain in the middle of the hurricane season.

  FROM PELLA PRIOR ANSWER:
  

  WINDOWS NOT INSTALLED AS TODAY OCTOBER 23, 2024: We have made a "couple attempts" to install the windows for this project but the window openings were not properly p***ped and we have not be able to install up to this point. IS THIS ACCEPTABLE FROM A REPUTABLE BUSINESS?

  I DIDN'T REQUESTED PINS AS A DESIRED CHANGE IN THE DESIGN, THEY HAD TO BE ORDER AS PELLA LATER SUGGESTION AS THE WINDOWS WERE ORDERED FOR BLOCK FRAME WINDOWS AS THE STUCCO DIDN'T NEED TO BE CUT; THEN PELLA SAID THEY NEEDED THE STUCCO TO BE CUT; THEN THEY NEEDED FINS; THEN THE STUCCO HAD TO BE CUT MORE; AND THEN FINALLY THE WINDOWS ANYWAY ARE THE WRONG SIZE.  The "customer recently let us know" that "they would like the windows to be installed with fins but the contract was for block frame windows".  Our sales *** is putting together a quote for the fin material that would be needed to install using the fin application.  THIS IS NOT MY DESIRE OR WISH, BUT A CONSEQUENCE OF LACK OF CLARITY IN THE ORDER OR SERVICE INFORMATION. 

  I HAVE NEVER REQUESTED A DOOR INSTALLATION TO PELLA. I DIDN'T PAY A FEE FOR THAT SERVICE. THE DOOR WAS ORDERED AND THEN DELIVERED WITH THE WRONG MEASUREMENTS, MAKING THE *** LOCK USLESS. "The customer has also asked us about installing an entry door that was ordered for this project".  We did not quote installation for the door on the original order.  Our sales *** is creating a quote for ***** to install the entry door to provide to the customer. WHAT DO I DO WITH AN UNUSED $3000 *** LOCK FOR THE WRONG DOOR? 

  My complain is about very poor communication, delayed services, inability to fulfill order within timeframe as requested, and I request a refund in my order.

  BBB, I appreciate your assistance / intervention in the resolution in this matter, because as a costumer it appears I can do nothing else than complain, as the issues are not resolved yet.

  ***** *******