ComplaintsforPella Windows By Horne

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home builder contracted with Pella by Horne to supply us with a house full of quality windows and doors. All of the windows and doors either leak air or moisture causing unknown damage to the rest of our house. Pella has sent engineers as well as service technicians to our house to address the problems. 8 months has gone by and the problems still exist without any meaningful correspondence from Pella on a solution

  

  Business response

  02/13/2024

  The customer experienced problems when pivoting their Pella double hung windows for washing. Pella Corporation and Pella Windows & Doors by HORNE replaced all product related to this problem and the issue is resolved.
  
  The customer reports that the ********************** and ******************** leak air and water. Pella by HORNE technicians and installation experts have extensively evaluated these complaints. At this time,we do not believe the issues are product related.
  
  On 1/22/24, representatives of the home builder and Pella by HORNE met to develop a plan of action to address the customers issues. Subsequently, the owner of Pella by HORNE contacted the homeowner to set up a meeting with the builder, the homeowner and Pella by HORNE to discuss and agree upon a plan of action. The homeowner rejected this suggestion, indicating that all further communication should go through his attorney. Pella by HORNE has not been contacted by the customers attorney.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2020, Pella installed a new front entry door in my condo. All was well and then about a year later, the bottom flap started to come off. They replaced it. All was well until about a year ago when condensation began to develop on the bottom inside of the door. On very cold days, a layer of frost would develop. It was starting to happen on a regular basis if the outside temperature dropped to below freezing. My wood floor at the base of the door started to have damage from the moisture. They sent a service tech out and he said he had never seen anything so bad as far as condensation and frost on the inside of the door. He replaced the weather strip at the bottom. That did not help and they sent another tech out. He replaced the weather stripping around the door. That did not help. Another tech came out and tried to put some "filler" in between the bottom base plate and the actual door frame. That did not help. They sent 2 more techs out on April 26th and May 24th 2023. Nothing has helped.I was told they would help me resolve the problem when the weather turned cold again. I live in Michigan and the weather started to turn cold again in November. I asked that they send someone out. They said that they have determined that the problem is a natural occurrence due to condensation and that there is nothing they can do to help resolve the situation. At one point, one of the techs had a hand held device to check the humidity in the house. His reading was around 50% humidity. However, my reading on my furnace and on my thermostat was around 35-40% humidity. I asked how he knew his reading was correct and mine was incorrect. He had no answer. Now Pella claims the humidity is too high in my home. I'm 68 yrs old and have lived in numerous homes during my life. At no time has this ever happened to me. The door that was in before Pella put in their door never had this problem. Please help me to resolve this.Thank you.*******************

  

  Business response

  01/29/2024

  We had both our installation manager and service manager visit this customer's home.  It was determined that they humidity level in the home was significantly above accepted levels which is contributing to the problem.  That being said, we are working with her for a solution to the condensation issue with her entry door.  

  Customer response

  02/05/2024

   
  Complaint: 21179729
  
  I am rejecting this response because:
  I am waiting to hear what they will do for us. 
  I have communicated with **** from Pella, one of the people that came to look at the problem, and he has sent more information and pictures to Pella.   **** is  waiting for their response and then will contact me. 
  I do not want the case closed yet. 
  
  Sincerely,
  
  *** And *******************

  

  Business response

  02/13/2024

  As stated, we continue to work with the manufacturer and the customer to come up with a solution that works for both parties.  The door in question is within tolerance and the issue occurs because of high levels of humidity in the home.  That being said, we are working with the customer on a solution.

  Customer response

  02/13/2024

   
  Complaint: 21179729
  
  I am rejecting this response because:
  I am waiting to see what solution they come up with.  They tell me they are still working on it and will let me know. 
  Sincerely,
  
  *** And *******************

  

  Business response

  02/22/2024

  We have offered to replace the existing door with a non-*************** at cost.  We have determined that issues with the door are compounded by the humidity levels in the home and that the door is functioning within specification.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered Pella windows in May, to arrive in August. A week before arrival, I got a call there was a glitch. A new delivery date was set for September. On the appointed date, no one showed up. They called, left message that the installers were sick and needed to reschedule. I called back multiple times. Always got an answering machine. They tried to call me another time, but I missed the call. Two and a half weeks later, we connected. The earliest install date was Thanksgiving week, which I took, didn't like having to change holiday plans on second thought, so wrote both local and national Pella, saying it really has been long enough! They then called and moved the install date up a week. The installers came and installed all but my biggest window, which was the wrong size. At this point, I said why don't I just go with another company? They said I couldn't (I'd already paid in full back in September, which they required before they'd install. They said it was in my fine print that I couldn't, and besides, if I did that, Pella would lose way too much money, to which I thought, now that you've taken the trim off around the windows and disposed of the storms, with winter coming on, what about all the money I lose heating my house? Two of the pictures show how I block up the windows at night to try to keep the heat in. On cold mornings, these windows are ice behind my makeshift insulation. I have been biding my time, unable to order blinds until the work is finished. They were supposed to arrive this morning to install the new window (called me yesterday to confirm, and I said ok), but it's 4 pm and no one has called or shown up. I called this morning, left a message, since no one answered the phone. My pictures show the bushes, 6' away from the house, where they cut up my Christmas lights, the register they knocked off, electric receptical they knocked cover off, scrape marks I can't get off my bathroom floor. They also didn't fill in the nail holes.

  

  Business response

  01/02/2024

  We have scheduled a return date with the customer.  The customer has been offered a 50% credit to the customer on the ******************** in question which the customer has agreed to.  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Pella windows and doors installed in 2016 in a new build house. Two doors started leaking inside of the warranty period. One of the leaks ruined the wood floor by the door. I had to pay Pella $185 for someone to come look at the doors, and then had Pella remake the doors, which they didn't put in their system, so it took 6 months before they were delivered. I had to buy paint, paint gun, primer, sandpaper, drop cloths and other supplies to finish them myself becasue Pella wouldn't do it. I also installed them myself because Pella wanted $300 to install them, even though they are under warranty.After installing the doors, i see that the bottom rail is twice as tall as the french door next to it, so they are made wrong.I have been contacting Pella for over a month and nothing has been done. ************ are not being made, no reimbursement for my supplies or time, I've requested a manager call me multiple times and no one has.

  

  Business response

  11/27/2023

  Our service department has contacted the customer and is working on re-ordering the door panel.  All issues will be resolved following the guidelines of our product warranty.  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 19th, 2023, salesman ****** from Pella windows came to my house and we discussed a purchase of four windows. May 22, 2023 Pella came out to measure for a second time.July 25, 2023 Pella came to install the windows that I had ordered and financed. The installers removed my window in the living room and placed a window and that was too small and the wrong color. They did very unsatisfactory work, it was unacceptable. They left the small window in temporary *** until Pella contacted me to take care of their error.July 28, 2023 the palace salesman text me different options of the window that they removed from my living room none of which were acceptable for me. The salesman then informed me that pelican not build the window that they had promised me. I was left very upset and frustrated.August 3, 2023 the salesman then text me that Pella could build the exact size of the window that they had removed in my living room and it would look the same as what they had removed.August 1, 2023 ****** the installation manager from Pella came to my house to look at the unacceptable work that the installers had done and agreed that it was very unacceptable and not to Pella standards and that it would be fixed when they replaced the living room window that was too small.September 22, 2023 Pella installers came to remove the old window that was too small and replace it with the window that I was promised for the second time that would fit. It was not the same window and I then voice my frustration to a manager. The manager said they cannot build the window that they had promised me and they would refund the money money of the window that was too small. I went to ******** windows and they said they could make the window to size but it would be an additional $3000. I asked the manager at Pella Windows two be compensated the difference in price and I was denied. Im left with a window that is too small and a job that is unfinished. Pella is refusing to help me replace the window.

  

  Business response

  10/16/2023

  We have been trying to work with this customer on a solution.  Unfortunately, we are unable to build the 3 wide sliding window she wants as wide as she would like it.  We have offered her several more expensive options at no additional cost that would fit her opening, but she has declined all of them.  We have issued a full refund for this window and labor, but she is asking for a full refund of her entire contract which includes 3 additional windows that have been installed with no issues.   

  Customer response

  10/16/2023

   
  Complaint: 20724319
  
  I am rejecting this response because:
  I am not asking for a refund for the other work does that were installed. Pella removed my window without notifying me that they could not build the window that I was promised and that they said they could make. The options that they are offering are not anything that I like or they do not work with what I currently have ie a crank out window that wouldnt allow me to crank out because I have patio furniture in the way! I got a quote from another business that is able to replace the window that Pella took out. I would like to be reimbursed the difference in cost. If I had know that Pella could t build the window that I formerly had, I would have never asked them to remove it. Now Im stuck spending more money than I had allowed myself becasue of their mistakes. Of course the window that they gave me should be refunded as it does not fit and it is an incomplete job. I sent pictures with my original complaint. The difference in cost to have another company build the proper window that Pella removed is 3000$ I dont think I should have to pay extra money for a window that I did not plan on purchasing because Pella made several mistakes. I am paying for the other windows that they installed and never asked them for a refund on them. 
  Sincerely,
  
  *************************

  

  Business response

  10/18/2023

  We have talked to the customer and have agreed to a refund that works for both parties.  

  Customer response

  10/20/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's been over a year at this point and our installation still is not correct. We ordered whole home pocket replacement windows and slider back in Aug of 2022. Installation occurred during winter time, and it's been nothing but issues since. First, I noticed that our sliding window in our basement had a bad seal (this issue has been corrected). Next, I noticed that our casement windows open in opposite directions (Pella by Horne ordered two left windows, instead of a left & right.) Pella by Horne corrected by ordering a new casement. First replacement opened in same direction, had to reorder. Second replacement also had issues, had to re-order. Pella by Horne sent a guy out to replace casement with third casement window. Tech they sent out said he didn't install windows - had to reschedule. Cannot get ahold of office to schedule install. Tried contacting "Coreigh" multiple times, no answer. Fixed sash in bay window has bad seal from factory. Pella ordered replacement and sent a guy out to replace it. *** who showed up says he doesn't install windows, have to reschedule. Tried contacting Coreigh multiple times, no answer. Screen on north side casement (the correctly installed casement) has a bad latch for opening and closing blinds. Unable to get ahold of anyone to report.As of 9/18/2023, over a year after original purchase, our bay windows still are not correct. Looking to have the replacement windows installed, and a refund issued for 1 incorrect casement & 1 damaged fixed sash due to multiple re-schedules and "errors" from the factory lasting in more than a year worth of waiting.On 9/18/23, had a ****/bolt come out of the new slider door frame. Attempted to contact the office. Office number either transfers to Pella Corporate, or goes directly to voicemail. Unable to report issue.

  

  Business response

  09/22/2023

  Customer has been contacted and is now on our schedule for completion.  Ordered additional parts requested and needed.  Recovery has been scheduled and accepted by the customer.

  Customer response

  09/26/2023

   
  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.
  
  Sincerely,
  
  *********************

  Customer response

  11/28/2023

   
  Complaint: 20619130
  
  I am rejecting this response because:***THIS IS A FOLLOW UP COMPLAINT TO THE ORIGINAL COMPLAINT MARKED "RESOLVED" ON 9/18/2023 ON THE BBB WEBSITE. THE INCIDENT WAS NOT RESOLVED, DESPITE THE BUSINESS'S COMMENTS.*** Pella by Horne contacted me and told me they had my correctly hinged casement window and a replacement fixed sash in stock and would be out on 11/17/2023 to finally replace both. (It's been over a year, please see original complaint from 9/18/2023 for full background.) On 11/17/2023, an installer showed up to my house and stated the casement window he had was incorrectly hinged (this will be the 5th time they've ordered the incorrect window), and that they did not have the fixed sash at all. Was contacted by an employee who stated "Sorry." I would like this business to finish the job they started (with the correct window) and to replace the defective fixed sash. I can never seem to get ahold of anyone in the office as everytime I speak to them, it's someone new from a different number. This type of service from a reputable brand such as Pella is unacceptable, especially for the amount of money I paid them. Everytime they "have the correct items and installation team", it's another 1-2 month wait, just to find out they didn't have the correct items or installation team. I would like this issue resolved as soon as possible.
  
  Sincerely,
  
  *********************

  

  Business response

  11/28/2023

  Date Sent: 11/27/2023 11:23:04 AM
  Additional parts have been ordered and the customer has been contacted to schedule a return visit.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted for 14 window replacements in Aug 2021 for a Mar 31, 2022 installation. During installation, two problems arose:1) materials to frame/trim a special kitchen window were not ordered/delivered. So, those windows could be installed and exterior wrapped, but the interior was still torn open to the raw drywall, 2) One of four pairs of side-by-side windows did not come mulled by the factory, had to be mulled onsite by the installers and did not have a white vinyl **** cover for the inside.The initial installation company left with detailed, written, signed notes on all problems needing remedy. From this point, customer service and resolution has been unacceptable. First, a repair technician (not a ********* or tradesman of any sense), attempted the interior trim finish. It was a mess: raw edges, marred wood, caulk failures. The tech left knowing the work was not acceptable. This was confirmed through photos shared and conversation with a manager, *******************. So *******, their field expert, came out to see the problem and then rescheduled a repair visit. He had materials ordered and came out. The problem in that window WAS fixed. But he didnt have vinyl for the missing **** in the other room and suggested white wood, which we declined since we ordered full vinyl windows and would look different than the other three pairs that DID come factory mulled. He tried some roll strip vinyl from a hardware store that didnt match the windows. Finally in Nov 2022, we learned Pella would provide a replacement with a factory-mulled pair of windows for that opening. In Dec, ******* (a project coordinator) sent a text she would contact me in a week for an install date. But, no contact until we sent a complaint in April.That install happened 6/5/23 and the window is bowed, breaking loose from the sill. Attempts to get support drag over weeks. All the while we are billed for the balance as over 121 days past due. When the finished job is 460 days past due!

  

  Business response

  07/19/2023

  We have had multiple issues/delays in completing this project.  We have an appointment scheduled with the customer on 7/31 to complete the project.  Customer has been notified of this date.  We will review the photo's attached to make sure we are prepared to complete the project on this next visit.  The invoices are sent automatically but there is no effect to the customers credit rating as this has not been reported to the credit bureau.  I will instruct our accounting department to discontinue sending the invoices until project is completed.

   

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

  General Manager

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/3/2022 I ordered new windows for my home through Pellas Sales **** ********************** and paid in full at that time the amount of $27, 742.60. I was given an install date of January 30, 2023. The installers came on that date and did a fine job of installing the windows, but informed me that the inside trim for the windows was not available to them when they picked up the windows that day, but might be ready in two weeks. I waited and waited, but never heard from them regarding the trim. On 3/15 I called Pella and left a message regarding the trim. On 3/17 I talked to *********************** and he said he would check on the status of the trim and call me back. Someone did call me and said they were having a problem getting the custom trim and had to reorder. I called again and was told that they could install the trim on 4/28, if not before. There was no confirmation that anyone was coming, so I called to check and was told they still dont have the trim. I have sent emails to both *********************** and *************************** requesting them to contact me but have not heard from either of them. While the windows are fine quality, the lack of trim around the windows is distracting and unattractive. I want Pella to finish the job of putting trim around the windows that I have already paid for and were included in the contract.RE: Invoice # ****** Contract # ***KP7325 Load # ********* Customer Account # **********

  

  Business response

  05/16/2023

  Due to some unexpected turnover in our operations department, the completion of this project has been delayed.  We have contacted the customer and are working on procuring the parts needed and hope to complete this project within the next two weeks. 

• Initial Complaint

  10/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contracted with pella in late July of 2022. During the entire process I was told the job would be done in Nov of 2022 and I was told at signing that the deposit check it put down would not be cashed until the windows and a door I order where being built. What happened was pella cashed my check and then called about a week later and told me the job would not be done until mid march of 2023. It Doesn't take 8 months to build 5 windows and a door. I think they are having problems getting material for jobs and was later told by pella that was part of it and that their crews where swamped. My question was if you can't do the jobs you have under contract why are you selling other jobs? Also before I signed the contact I ask the sales rep what pella would do if they had supply problems getting material. I was told they would refund my deposit. From what I have learned about pella since is that this seems to be common practice to breach verbal contracts and push jobs out indefinitely. When I complained, their office was rather rude and I was told to talk with my sales rep only. So when I complained through the sales rep they offered a minor cost reduction on the job after they took my ***** deposit. I neither accepted or rejected their offer. Unfortunately for me when I contracted with pella I thought I would be dealing with a reputable company. This is not the case and to date they have proven so by their actions.

  

  Business response

  10/26/2022

  Thank you for bringing this to our attention. I apologize for the delay in your project.  We always do our best to complete projects on time, and with high quality. We deal with a lot of factors that can influence the completion date.  I would encourage you to review the contract that you signed when the deposit was taken.  It is clearly stated that we do not guarantee that the project will be completed by a certain date, or within a certain number of visits.
  

  Again,I am very sorry that your forecasted completion date has been impacted. We will do our absolute best to get your project finished as soon as possible.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New windows were installed on August 4, 2022. Screens were missing for 3 windows, all bedrooms. We do not have A/C. We are still waiting for screens and cannot get someone to answer our calls to find out when they are to be installed. They keep transfering calls to a different department that eventually has us leave a message and no one ever calls back.

  

  Business response

  09/01/2022

  Screen is scheduled to be installed on 9/15/22.  Customer has been contacted with this information.

*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. ↩