Complaints

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:07/22/2023

  Type:Service or Repair 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.

  In June **** my husband and I built a new home using all Pella windows. Our front window and dining room window consisting of a stationary window in the middle and an open window on either side of the stationary window and an arched window above the 3 set of windows began to rot.On 12/7/2022 a representative of Pella windows (***** *****) came to our home to inspect the damage. He advised us that the whole unit (living room and Dining Room) windows needed to be replaced. The cost involved would be $23,433.00. Installation would happen sometime in March. My husband signed the proposal and we made two payments in the amount of $650.97 each for a total of $1,301.94.On December 26, 2022 my 82 year old husband suffered a stroke. He remained in the hospital for over one month. I called Pella and told them I could no longer go through the expense of replacing my windows. I also called ******** and sent an email to ****** attaching a copy of my ***** of ******** asking she refund my $1,301.94. Pella decided I owed them these payments for canceling my contract. I have since been informed of a Class Action suit on Pella Windows and although the class action suit ended in 2018, my windows were in the timeframe covered by the class action suit.I feel that I have been taken advantage of by Pella and ******************* and the fact that windows built in **** were defective. all my windows should be replaced and my $1301.94 should be refunded. The fact that most companies are suffering a shortage of employees, I doubt very. much any production would have been started on replacement windows.I feel Pella should do what is right and replace the defective windows and other customers should know the expense they will be faced with. Would you please help me in making this news known and getting my windows replaced?Thank you for your consideration in this matter.Sincerely,********************* ************** 185 ***********.************, ** *****

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair 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.

  My new patio doors and bay windows were installed on June 6, 2023. I tried to lock the door so I could go out and the door won't lock. I contacted the sales rep who forwarded my request for the lock to be fixed to the ******************* Today, I finally received a call and the soonest they can come out is June 22, 2023. In the meantime, I can't leave my house. How can they make a customer wait two and a half weeks for the lock to be fixed. I asked to talk to his supervisor and he said he'd send a request for the supervisor to call me. How long will that take? I have to miss two doctor's ************ of which one is for an injection in my eye to keep my retina from exploding. They don't care. I am getting an attorney.

• Initial Complaint

  Date:06/04/2023

  Type:Service or Repair 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.

  In March of 2022, my husband and I signed a contract with Pella Windows for window replacement. At that time we paid a deposit of 50% which equaled approx. $7,500.00 We were advised that it would take approx. 6 months before the windows arrived. In September of 2022, the windows arrived and the Pella crew arrived to install the 12 windows we purchased. The crew removed and installed 9 of the 12 windows in approx. 2 days. I was advised that the last 3 windows were measured incorrectly, and that the windows they had with them would not fit. I was told Pella would contact me to remeasure and reorder the last 3 windows. It is now June of ********************************* seen a Pella representative to date. My husband and I have made numerous attempts to contact our sales representative and the corporate office via email and phone and have still not received a response. It has been 9 months. Not only do I have windows that were installed and never inspected, I have 3 windows that were ordered and never replaced. They never returned to get proper measurements of these last incorrectly measured windows. A permit was pulled to perform this service and as of today that permit remains open.

• Initial Complaint

  Date:12/20/2022

  Type:Product 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.

  Back in September we were promised an order of windows for our home. The windows came, however, one window was shattered and two were missing. After countless phone calls and complaints, we were forwarded to a general manager. He reordered the missing windows. The windows that arrived came with hardware that was damaged and scuffed. We asked for these to be replaced. This has been a long and daunting process. We are now calling for our replacement bathroom window, and no one is getting back to us. We keep calling Pella with no solution and no answers. This has been a horrible experience and we just want the job to be finished. This company is unprofessional and is not even returning our calls.