Complaints

This profile includes complaints for Pella Products of Kansas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pella Products of Kansas

  4055 N Toben St STE 100 Wichita, KS 67226-2910

  
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  Pella Products of Kansas

  4931 W 6th St Lawrence, KS 66049-2300

  
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  Pella Products of Kansas

  2332 Planet Ave Salina, KS 67401-7514

  
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  Pella Products of Kansas

  108 N 14th Ave STE G & H Dodge City, KS 67801-5547

  
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  Pella Products of Kansas

  1119 E 27th St Hays, KS 67601-2182

  

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:10/07/2024

  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.

  Windows were originally installed October of 2020. In February of 2021, I called the Pella sales rep. He called in the service dept. They came in March. They said he would replace the kitchen window sash because the finish on it was destroyed from the moisture. Never heard anything more. In January of 22, I ordered a digital thermometer and monitored the humidity. Those pictures can be provided upon request. We turned the humidifier off and it didn't help the water/ice levels on the windows. And mold started forming. My son started having nose bleeds so we ordered a humidifier just for his room. After it ran his room didn't have the most mold, it didn't make sense. April of 2023, I found mold on all windows and the finish on each window has deteriorated because of the moisture. On 5/12/2023, I left a message again for the sales rep about the windows, he said he would call send out the service team. They came June of 2023, they looked at the windows and said that the windows failed and they would replace all sashes. On 6/15/23 I received a call and they asked for more pictures and measure humidity. 6/22/23 rep cam and took pictures. he gave me the documents about reducing moisture. None of that helps and humidity levels are within the guidelines. 11/13/23 I called and asked about status. They said ticket was made closing the complaint in October. I never received that info. She said she would re-open it and send it "back". 1/22/24 a service tech came and took readings. They were under the chart. 1/26/24 ****** called and explained there was nothing wrong with the windows and I asked her to scientifically explain the ice on the windows- she couldn't so she gave me her supervisor, *** *****. 4/3/24 I called Amy explained the situation, she called me back on 4/4/23 and said she would order sashes for one window. and see how it goes. She said Brandy would call to schedule install. 10/7/24 I called and asked about the status. She said it never got ordered.

  

  Business Response

  Date: 10/28/2024

  Hello, 

   

  Regarding the complaint by the customer, condensation is not an uncommon occurrence inside of homes depending on the climate conditions. This can be exacerbated by the condition of the home, the activities occurring within the space, settings on mechanical equipment, etc. I have attached a document published by Pella Corp regarding condensation, along with a link at the bottom of this message to a help guide that can be found on Pella's main website. From the customers attached photos, it would appear that the humidity levels within the home are high, and beyond the maximum recommendations made for the outside air temperature. Personal experience has also born out that humidity levels inside the home at 35% at 40 degrees outside air temp can produce condensation at the bottom of the sash. 

   We, Pella Products of Kansas, have elected to replace the three window sashes that have been identified in the complaint at no cost to the customer. While this does not guarantee that the condition may return, but we felt it was worth the effort for the customer. This action was already in place before the complaint to the BBB was sent to me. Part's have been ordered and the installation is scheduled for 11/21/24. 

  

  Business Response

  Date: 11/20/2024

  Hello There,

  I received the email for a second attempt for a response to this customer this morning, but I may need some help in understanding what it is I need to respond to. The customer disagrees with my statement that we had already scheduled the replacement, and she is free to do so, but there isn't anything further I can add to that topic, we will just have to agree to disagree. The rest of her message is just a declaration of her disappointment and her perception that there is a manufacturing issue with the product that we won't know is the root problem until we replace it as scheduled.

  In my experience with Customers such as this that have a differing opinion of what is causing an issue, yet we both have agreed to a resolution attempt, engaging in unnecessary discourse in the time between the agreement and the execution of the conditions of it, only serves to inflame the situation. I cannot think of one thing that I can say at this moment that is going to do anything but upset the Customer further. We have an agreed upon plan in place to try and resolve the issue and when or if it does not work, I will be happy to revisit the Customers concerns. 

  I am open to any suggestion you might have for a productive response in this situation. 

   

  Customer Answer

  Date: 11/22/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they are currently trying to remedy the situation.

  Although, I would like to point out that when the technician came yesterday to replace the sashes one was not correct. The ones to be replaced were a right, left, and center stationary sash. There were two left and one right sent. He also expressed his opinion that this would not 'fix" the problem we were having. He did change out the latches and thought they fit tighter than the last ones. He also said that if this doesn't correct the situation we should have rubber corners put on the moveable sashes. He said it was something to try anyway. He didn't have any on his truck so he said he would order them and would get back in touch when he had them. 

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

• Initial Complaint

  Date:02/08/2024

  Type:Billing 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.

  Transaction Date: 9/26/23
  Paid: $ 1,443.00 (deposit)
  My request: Pella Products of Kansas must provide the window I ordered and pay for it be installed OR refund my deposit and I will order a window from a different vendor and arrange for them to take their window once it is removed.
  Nature of dispute: company provided written Proposal 8/30/23 for window unit with fixed window in center plus single-hung window on each side. I had subsequent phone conversations with Sales Representative, **** **********, and confirmed I needed double-hung, not single-hung, windows.
  The reason as explained to **** over several phone calls was simple: The bottom of window opening is less than a foot from living room floor and from front porch. Double-hung windows would allow for upper sash to be opened for ventilation and covered by movable half-screen in upper position less prone to damage.
  However, **** ultimately placed order on 10/30/23 “at risk” without providing me opportunity to review revised Proposal or signing it, thus no written contract. The window was delivered in December to Dodge City Pella store and my contractor installed it on January 4, 2024. I reside in another state and did not have opportunity to drive 6 hours and inspect it prior to installation. I expected it to be what I had ordered when discussing it with ****.
  I did not receive revised Proposal dated 10/27/2023 until **** emailed it 1/5/24 and it did NOT specify double-hung windows with half-screens.
  Company has not tried to resolve issue:
  I called and emailed **** several times, but company not responding to my requests to discuss. Instead, corporate office in Wichita, Kansas, is sending me statements with balance due $1,734.82 for window I did not order. We last spoke on 1/24/24 and he told me Sales Manager would return following week and call me. Still no call or email yet. My next step bedside BBB complaint is contacting my credit card provider and dispute the charge (deposit) from 9/26/2023.

  

  Business Response

  Date: 02/19/2024

  I apologize, I have been out of the office on vacation and won't return until 2/26/24. I will address this complaint and provide a detailed response upon my return. 

  

  Business Response

  Date: 05/02/2024

  In the time since the last response I sent and now, the Costumer had filed a disputed with the Credit Card company he had originally used to pay the deposit, and they subsequently retracted the payment pending their own investigation. To their inquiry, we submitted the same response and evidence to them for review that we had offered here originally. They have since returned the deposit to us indicating that the charges were indeed valid since the customer had instructed us to order the window. If there is any further compelling evidence that can be provided that we did intentionally mislead or misrepresent our product to this Customer, I am willing to discuss it further, but what is presented in the most recent response is largely conjecture and assumption based on hindsight. I think we both agree that this transaction was handled poorly on both sides, so in light of that, I will make my final offer. Provided we do not have another retraction of the deposit amount, we, Pella Products of Kansas, will credit the account the remaining balance due, and the Customer can use those funds to source another window if he so desires. I will consider this matter closed at this point. 

  Customer Answer

  Date: 05/03/2024

  
  
  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.  Specifically, Pella Products of Kansas (Pella) submitted a final offer to "credit the account the remaining balance due, and the Customer can use those funds to source another window if he so desires".  Their offer is acceptable.

  For the record, my credit card company never gave me an opportunity to review Pella's response to my charge dispute nor any chance for me to provide a rebuttal to what Pella had provided to them.  Unfortunate they did not handle the matter in a balanced and fair manner as done by BBB.

  With that said, I appreciate Pella acknowledging mutual mismanagement of the process and offering credit to account of the remaining balance.  I also consider this matter closed.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair 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 called them since they are the ones that put my windows in for my house. They have been in for about 5 years and it is still covered under warranty for hardware. They had me take several pictures so they would know what parts to order. They sent someone to look at the window even though they said that would not be needed since I took the pictures and they could see what was wrong. They said that it would cost a total of *** dollars. When they went to charge my card they tried to charge me *** saying that was what was agreed on. Both, me and my wife were on the phone and they said it would ***. In addition to this they cannot be reached. They say they will call you back that same day and they do not plus all the numbers go directly to voice mail. What I am wanting is the warranty repair be done for the agreed on *** and for them to come and to the work.
  

  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 10, 2022/12/12) */
  Our Service department has reached out to the Customer and we have resolved the misunderstanding regarding the charges. We have also scheduled to go and resolve the product issue in the coming days.