ComplaintsforPella Windows and Doors - Northland

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Review from ********** 1 star 12/27/2023 First and foremost, I want to say I love Pella Windows. BUT I will never ever contract with them again!I have had 7 windows installed. First time was through a contracting company that installed Pella Windows. The installation company was wonderful but getting the products from Pella was horrible. it was the delays in the time, the rescheduling of the appointments, their overall customer service! they blamed it on the manufactures, which, of course, is them. After the first five windows were installed, one window there was a gap and you could see outside. the contractor came out and said it looked like a flaw in the window , Pella sent a man out and said he needed to speak to someone else. Another Pella employee came and installed a new bottom half of the window. There were still a gap and the wind was still blowing through. After several more back-and-forths Between the contractor in Pella, a gentleman came out from Pella with my contractor here and said oh youre supposed to put in five shims not two! why did the first two Pella employees that came out did not know this as well as the contracto?. He stated *** been doing this a long time so I know these things and they dont. I asked him if he was going to let his employees know this fact that only he knew and he said sure Ill let them know. the other two windows that I had installed at a later date I went directly through Pella on these, and a representative sat down at my dining room table and said youre dealing directly with us. This will never happen again! Well, guess what the delays happened again, and again, when speaking with their customer service today, and expressing my disappointment to them, I requested that I not have to finish paying it off for the inconvenience. She was not helpful at all and said its not our fault. Well, if its not their fault, whos is it? Is it mine? Like I said very very poor customer services, and willingness to work with you.

  Business response

  03/04/2024

  The delay issues outlined by *************************** are accurately stated. Her latest project contracted directly with Pella Northland was completed on October 5, 2023 during 1 installation day. Product delays from our factory and other suppliers did require us to reschedule the installation of her product. Our focus and commitment to our customers is to resolve any issues as quickly as possible, leaving them with a finished product in accordance with their contract and warranty. We do acknowledge that long lead times and rescheduling of installation are not the experience we desire for our customers. ************************** project is complete and her account is paid in full with no balance due. Pella Northland does not compensate customers for delays and reschedules. No credit or billing adjustment is warranted in this case. 

  Customer response

  03/04/2024

   I am rejecting this response because:
  I had no choice to accept it as they were going to put a Lean on my house if I did not! You are the company that made all the errors! Own up to the fact that you do not have good customer satisfaction! Own up to the fact that your company is untruthful! Own up to the fact that I should be accommodated somehow for ALL the errors that were made on YOUR behalf! Would you have waited as long as I did? Would your mother? Would not also be upset if it happened to you? Did you ever take into account all the times I waited for you, took time away from my schedule to accommodate you. Could you have rearranged your schedule as many time as I had to? I think not!
  
  

• Initial Complaint

  10/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order/contract #********* @ time of order we requested a hard copy of contract, No paperwork, brochures or samples. Parker, our salesman sent a electronic copy, so again I asked for a printed copy 6-25-2021, Parker never sent. ordered a double in swing door on 6-15-2021, for $10,000, pay terms: 50/50 on completion, paid $5,000. Bal. is $5,000, installed 7-28-2021, job still in progress, due to issues: exterior door color choice, not our choice, believe Parker saying comparable to the trim on the house, not close. Matt (manager) offered a $250.00 discount, to have it painted, we are not against that, but believe it would cost more & not sure what effect that would have on the warranty. Also, door handle hits stationary glass when opening & door handle also hits sliding screen door when closing. Color between glass panes on door is ugly, with a very noticeable manufacturer sticker, Pella paperwork states “Pella will remove all stickers”. Many un-returned calls made. We want it fixed

  Business response

  10/14/2021

  Attn:  ****** *.
  RE:  Ray **********         **** ******** **** **         ********** ** *****
  
  In response to Mr. ************ product issue complaint, I can offer the following information.  We did in fact show both interior and exterior samples of the colors that the door was to be finished in.   The homeowner acknowledged that they did in fact see the colors.  Our sales rep went back out after the install to show them that we installed what they had in fact ordered.  They were upset with the colors after all, at which point I offered $250 toward repainting the exterior to a color of their liking.  We are more than happy to address the issue with the handle hitting the glass as it’s under warranty.  We have removed all of the stickers per our paperwork, but we do not provide a final glass cleaning upon completion.  We are however willing to do a thorough cleaning of the glass panes at no additional charge.  Any further issues are fully covered under our product and installation warranties. 
  
  As of 10/12, we have set up a service appointment with the homeowner to address the handle issue.  We are also going to be cleaning the glass panels of any residue or other discoloration.  This service will take place on 10/26, confirmed with homeowner.  We have also provided the homeowner with a printed copy of his signed agreement with Pella as well.  That was sent out via postal mail on 10/12. 
  We are providing that $250 credit to Mr. ************ balance due.   This was put forth to apply toward the painting of the exterior aluminum cladding of his door and frame should he chose to do that.  Pella will follow up with Mr. ********** following the service event to make sure the items are resolved to his satisfaction. 
  
  Chad *******
  General Manager

• Initial Complaint

  07/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was approached by Pella Windows who came to my door and solicited their services of installing new windows. They came and measured without taking the trim off, and later on July 6th they came installed the new windows. All four of the windows now have a two inch gap all the way around and the outside of the windows was supposed to be black, they came white. I did not get the product that I ordered, and they did not provide me or my bank with an invoice. I am 73 years old and live off of my social security. I want my windows replaced with ones that fit in the color that I choose.

  Business response

  07/24/2021

  Hello, I’m responding on behalf of Pella Northland in regards to the complaint put forth by Ms. Sharon ******** of Moorhead, MN.
  Upon speaking with Ms. ********, our production team, and the sales representative involved, there was some miscommunication that resulted in some unmet customer expectations.  We have resolved to replace the windows for her at no charge to the homeowner.  We will order the new product and get them installed as quickly as possible.  
  We strive to provide an excellent customer experience and hope to resolve any further issues as quickly as possible for her. 
  Please do not hesitate to reach out to me with any further questions or concerns.
  
  Sincerely,

  Chad *******

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