ComplaintsforPella Windows and Doors of Southern New England

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pella Windows and Doors installed two windows and a storm door for me in 2022. The storm door is leaking which results to there being pooling water underneath the inside door mat. I called Pella and made a request for service on their website. A representative from Pella asked that I call ****** Doors. I called ****** and described the problem. I was told that the door was within manufacturer's design and that I needed to apply caulking to the upper part of the door. I instructed them that the leaking was near the lower window. I was informed there was nothing they could do. Pella never responded to my online service request. My only option was to call another door vendor to have them replace the door I purchased (Pella installed). I am requesting that Pella honor their warranty and commitment to customer service by refunding me the price of the storm door. At this time, I have covered the storm door window gaskets with waterproof tape to prevent any interior damage. Very disappointed in how the sales experience compares to their disappointed in how the sales experience compares to their customer service. ********************** needs to stand behind their products!Sales Order # CF27515-3 Registration # ****C 271 ******

  

  Business response

  01/22/2023

  **************,

  We are very sorry. It is my understanding you are already working with our local Pella service department to resolve any issues you might have. I will have ********* follow up with you on Monday. I believe your initial correspondence was with the Pella **************** which may not be aware of your situation locally.  I'm sorry for any confusion this may have caused and hope we can resolve this for you and improve your overall experience with Pella of Southern New England. Thank you. 

• Initial Complaint

  08/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We contracted with Pella to buy and install a front door. It was specified in the contract that it would be a black trim and color match on the door. What was installed on 7/6/2022 was a white trim and unpainted door. The door was not installed correctly with a visible gap at the bottom of the door and RTV smudges around the windows. We highlighted these issues with the installers. We then spent the next 2 weeks calling and emailing Pella. Finally after 2 weeks the sales associate ***** contacted us back saying there is nothing they could do and we never chose colors. This is simply untrue. Not only is it clear in the contract we signed but we had also met with a color specialist from Pella in between the sales meeting and the install. It has now been another 2 weeks since we replied to the email from the sales associate and still there has not been a phone call or email from Pella for a resolution. We are left with a 10k door that is effectively inefficient with heat and cold and does not match the rest our house.

  Customer response

  08/14/2022

  I have not heard from the business in response to my complaint. A rep from the business called us saying they were going to call to schedule someone to come see the door. After a week of them again not calling, I emailed and called again. Finally someone called back t, but they have yet to schedule someone to come see the door to resolve the issue.

  

  Business response

  01/06/2023

  We are sorry you have experienced issues with your Pella order. We are the distributor for ************, Cape Cod, and Southeastern **. You need to be in contact with the distributor that handles the Boston area, that is based in *********, **. I will pass your information to them so they can address your concerns. Regards

  Customer response

  01/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not satisfied because I have already contacted the Haverhill location and I am not sure why this complaint was sent to a different location. We have since hired a painter to finish the door at our own expense. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/02/2021 I called pella to schedule an appointment to repair pella casement window that would not lock. They asked for a credit card payment of $150.00 to schedule an appointment for 12/2/2021 which I provided on 11/02/2021. The technician from pella showed up at my residence at 11:15 am and proceeded to start repairs. He spent 3 hours working on window,replaced the locking mechanism with 3 times with new locks each time and after 3 hours could not solve problem. At that point after damaging the wood trim around the inside of the window (sash) he said he would order new sash at no charge to me and would have to order new locks when he returned to the office,this was after replacing the locks 3 times with new locks that seen him take right out the package. He stated to me and I quote " I don,t know what else to do and I am late for my next appointment ". On 12/3/2021 I received an e-mail from *********************************** with an invoice for $121.28 for new locks and new sash trim. I called Stefan ** on 12/3/2021 at 1:15 pm and explained that the technician had damaged the sash trim and had replaced the locks 3 times with new parts on 12/2/2021. She said she was not aware of the situation and would talk to her manager and call me right back. She has not returned my calls. Invoice reference# ******-000458.

  

  Business response

  12/08/2021

  We will be providing  the service at no charge due to our errors. Apologize for not responding in a timely manner. You will be hearing from us soon to schedule the servcie.

  Customer response

  12/08/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* & ********

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (1) Pella Service wanted full payment before order/delivery - settled for half (2) pd. $120 for them to ***** proplem - told it would be part of door replacement by service men for the *** of time (1 hr) it took to replace door. (3) final **** had another $120 added - told it was because they had to come out twice (1st time to see problem, second time to replace). (4) Attitude of service rep stunk (5) it took 1 hr to put door in & caulk took place on 7/6/21

  

  Business response

  12/03/2021

  In looking into this the customer was billed for 2 hours of labor and parts and we performed more than 2 hours worth of work. 

*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. ↩