Complaints

This profile includes complaints for Pella Window & Door Of Georgia, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pella Window & Door Of Georgia, Inc. has 2 locations, listed below.

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  Pella Window & Door Of Georgia, Inc.

  2605 N Berkeley Lake Rd NW Ste 400 Duluth, GA 30096-3885

• 

  Pella Window & Door Of Georgia, Inc.

  4772 Ashford Dunwoody Rd Ste 300 Atlanta, GA 30338-5568

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:07/23/2025

  Type:Customer Service 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.

  We are disputing this project due to our safety concerns that have been expressed multiple times to Pella without any resolution. We made payment of $52,164.45 for these products and there has been issues closing and opening the door. We've made Pella aware of these issues early on and service was brought to us with no resolution. We want the product replaced with something safer since there will be children in the home.

  Business Response

  Date: 07/31/2025

  In recogntion of this complaint, the Pella Window and Door of Georgia team has sent multple team members out on seperate occasions to assess the concerns of the customer. The ********************** team has reviewed and operated the product and has found that the door is operating as intended. We do not find the security malfunctions mentioned by the customer.

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23641506
  
   I am rejecting this response because we have repeatedly informed Pella representatives that the safety mechanism of this door is not functioning when we met them on the site. The only way to operate this door is by manually securing the interior sliding latches and locking the bottom latches to ensure the door stays closed. If there is any slight movement, the latches will not close. The door requires excessive force and precise alignment to lock, which is not safe or practical, especially for children. There is no exterior security feature to properly close and secure this door aside from using the key. If you go outside, you will need to have the key with you in order to secure the house. This is a persistent safety and security issue that remains unresolved.

  This type of door was used in one of our other projects, which is a mid-rise condominium. In that context, its use is acceptable. However, this door is not intended for ground-level custom residential homes and is not suitable for environments with children. The design of this door is meant for less accessible buildings, where exterior access is limited since residents are only accessing their balconies. 

  I cannot expect residents to constantly worry about whether this door is locked or unlocked, secure or unsecured, especially if they do not have the key to access the backyard. This situation compromises the level of security we expect to maintain on the property. Pella advertises good quality and security and this is very deceiving to the customer. We need ********************** to recognize that the security function of this door is not working and to take immediate action. 

   Sincerely,
  
  

  ***** Ishak 

• Initial Complaint

  Date:02/14/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 reached out to Pella in regards to getting three pocket windows installed in my house. Initially* ***** came out to measure the windows first. He felt uncomfortable with the measurements he did and sent another colleague of his out to do another measurement. After the second set of measurements were done* the order was placed for the windows by *****. We received the windows and found out the measurements were wrong. I reached out to ****** general manager ( *******************) who informed me they could as a resolve cut the sheet rock* framing and expensive molding to make them fit. Also that would require a metal angle iron to support the brick work. Therefore we declined and asked for them to reorder the windows with the correct measurements. After* we agreed that window *** * a third party company would come out to remeasure the windows and ***** would place a new order for the windows with the right measurements free of charge. On the contrary* we would be forced in signing a contract with window *** before ***** would order any windows. We would need to sign a contract with Window *** before they would release the measurements to *****.I reached out to ******************* (the supervisor of the franchise)* then corporate who tried to assist with **** and *** ( general manager) with a resolution. Then *** called and stated he would use the window *** measurements he has or have a Pella representative to remeasure the windows so a new order can be placed and was waiting on an approval voucher for the windows to be replaced. As of this date* per our conversation with *** we have yet to have an update and would prefer to have a total refund.