Complaints

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

close

Find a Location

Pella Carolina Inc. has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pella Carolina Inc.

  772 Gallimore Dairy Rd Ste 101 High Point, NC 27265

  
• 

  Pella Carolina Inc.

  PO Box 730 Colfax, NC 27235-0730

  
• 

  Pella Carolina, Inc.

  8831 Westgate Park Dr Ste 104 Raleigh, NC 27617-4816

  
• 

  Pella Carolina, Inc.

  3105 N Croatan Hwy Ste X Kill Devil Hills, NC 27948-6962

  
• 

  Pella Carolina Inc.

  174 Douglas Rd E Oldsmar, FL 34677-2939

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:07/22/2025

  Type:Delivery 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and ********************** is working to resolve the issue.  I was contacted by a Pella representative and provided a plan of action to resolve the issue and finalize the installation.  The issue will be fully resolved when the work requested is completed.ndard is, if this is not noticeable from 3 feet back from the unit, the finish is within our specifications/tolerance. We can send a new Fusion Frame Leg Cover for the side of the transom at no charge/goodwill. We are showing an estimated delivery date of 05/20. Once I have confirmation that it is out for delivery I will reach out and get this scheduled to be completed.I then sent Mr. ***** a photo taken from 12 feet distance where the damage is clearly visible as verification. Mr. ***** has not responded to emails sent on June 20th, June 25th, July 9th and is not returning multiple phone calls regarding the replacement trim.Any assistance you can provide in the two referenced matters is greatly appreciated as the North Carolina Pella service departement has not been responsive to this issue.

  

  Business Response

  Date: 07/25/2025

  Our install supervisor, ******* contacted Mr. ***** yesterday with an update on the plan to replace these parts. 

• Initial Complaint

  Date:06/10/2025

  Type:Sales and Advertising 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.

  March 20, 2023 The date that Pella was made aware of defective windows The sales *** scheduled service appointment to go over all issues with multiple windows in a new construction home. Many windows had broken parts, incorrect grill patterns and several were defective and had to be ***laced completely. After listing all the problems with the windows, the sales *** said he would order a new window for the defective one and get a service tech out to fix all the necessary ***airs and he would order new sashes for the incorrect grill patterns. He didn't order the ***lacement window for the defective window so it was not on site to install before the brick was to be applied. Our sales *** said go ahead and move forward with the brick and we will pay for the removal and reinstallation of the brick for the new window install when it arrives. That was over 2 years ago, over 8 service appointments and multiple conversations (all of which are documented) We have reached out to Pella multiple times about this issue ( all documented) and they have assured us it would be looked into and then they never call back.. I have sent emails to the CEO and all Leadership with no response.

  

  Business Response

  Date: 06/17/2025

  Pella Carolina has reached out many times to offer a resolution on the matter. The complaint talks about several issues, but the one that we have spoken of and offered to resolve pertains to the purchase of a window that was included in their original order as a product only purchase. No installation was included with the purchase. After they received the window in question, they had it installed with the other items purchased and noticed a defect after the fact. Per the notes on the re-order, it says manufacturer defect. This defect was valid but did not prevent the window from locking and sealing but rather created an aesthetic issue of uneven reveals. A return line was entered on the original order so that when the ***lacement came in, we would ship it out and pick up the defective window. (The defect listed by the sales *** on the original order mentions jamb legs were shorter) ******** chose to continue applying masonry brick around the opening to continue progress on his home instead of holding off until the new unit arrived.  The salesman offered to order a new window and chose to build as a block frame (as required when installing into a bricked opening) and cover the installation labor, both on his dime.  When this window arrived Mr. ***** refused it as he wanted the window to have nail fins like the rest of his order, but this style of installation would require the brick to be removed to allow proper installation and flashing. Another window with nail fins was then ordered at no cost to Mr ***** and this brings us to the source of the contention.  To install this style nail fin window the brick would need to be removed and it is believed that Mr. ***** assumed our offer to pay for installation of the original block frame ***lacement window would include Pella either performing or paying for the brick removal.  When the warranty order was submitted, there was also question as to whether the window not closing evenly was due to a defect or due to the way it was installed.
  The previous sales *** did not inform the customers that since the original ******************** had already been installed, they would need to have that window uninstalled to have the new one installed since installation was not included in the original order they placed with us. They have claimed that the sales *** promised we would cover taking the other window out and would install the new window, however, that communication was never found in writing.
  
  When the order for the reshipped window became past due, we began reaching out for payment and were given the additional details by the Daviss that they did not owe us for this window due to the defect on the original. We explained that once we got the defective window back, it would clear the amount of the reshipment invoice for the ***lacement window. At one point, Mr. ***** said they did not know if they wanted to have the window removed since it is sealed and has not been causing them any trouble or leaking.  They also mentioned that we would have to pay them additional money to have the brick removed and the new one installed and that would cost an estimated $7000. We explained that we would not be covering that cost since the window was installed after delivery with the said defect. They were very upset about this and began to hang up. Our associates called them back several times and we did speak to them through email. Each time going over the same facts. After a few months went by, Pella offered to clear the balance on the account as a courtesy and with a signed release agreement. They stopped returning our calls and emails. We are willing to renew the original offer to clear the balance on their account with a signed release. They can keep both windows and choose to have the installed window swapped out at a time that is convenient for them. If they wish to install without touching the masonry they can simply remove the nail fin, effectively converting to a block frame and install it in this fashion which is an accepted industry standard practiced daily.  We stand by our commitment to serve the customers and do what is right.

• Initial Complaint

  Date:05/23/2025

  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.

  Have had three encounters with this company. Loan 1 - Application ID: ********** Date: 05/09/2022 ~10.8k Loan 2 - Loan Agreement Date: 03/30/2023 Application ID: ********** ~8k Loan 3 - Loan Agreement Date: 07/26/2024 Application ID: ********** ~14k Have been trying desperately to obtain original itemized invoices for these purchases that were not provided to me for tax purposes. Have called corporate - they cannot help, they send me to local. I ended up with someone named ***** ****** who was helpful for the first invoice. Has since completely ghosted me - ignoring emails and phone calls go directly to voicemail. Have called salesman ******* ****. He too is not returning my calls or answering his phone when I call. I am horrified as to how bad the customer service is from ********************** and how childish and ***** its employees are. All I want is what I should have gotten - itemized receipts for the three transactions I made totaling roughly ******.

  

  Business Response

  Date: 05/28/2025

  All of the documents for the 2 other orders are being sent over today.

• Initial Complaint

  Date:04/16/2025

  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 am rejecting this response because:  I have 43 pages of emails and lack of responses, messages, follow up and follow through on our part and lack of the companies part.  It is May 1 and we still do not have a working door 6 doors later.  I will be happy to scan and email all correspondence that I have.  I placed this in dispute with the credit company and Pella admitted to fault and reimbursed our credit card for the May payment thus far on May 31.  This is going on one year, 6 doors later and still we have NO working door.  The first one was installed incorrectly, the second, incorrectly, the 3rd and 4th doors showed up broken, the fifth door broke within a week we had it.  My fiance was treated rudely and sent away one of the employees who came setting us back another week.  This is ridiculous!  We are continuing not only our dispute with the credit company for July's ******* reimbursement but continuing our dispute with Pella.  Our door broke back in March and they are telling us we have to wait until June 13 to get the new door.  This is absurd and horrible bad business.  What is the email for me to send all correspondence and lack of tomorrow directly to headquarters?
  
  
  

  Customer Answer

  Date: 04/26/2025

  I have not heard from the business in response to my complaint and asking for reimbursement.  We continue to wait for the sixth door to be replaced. 

  

  Business Response

  Date: 04/30/2025

  The new Parts for the storm door should arrive on 5/15 and installed the following week.  We have communicated throughout the process on what is being done to get the job completed  to the customers satisfaction.

  

  Business Response

  Date: 05/30/2025

  We had to reorder her storm door 3-4 times due to manufacturing defects. Installer did leave a large gap at the top of storm door, in order for us to adjust the door he had to remove the metal cover and when doing so he scrapped some paint off. We then had to reorder a new top rail, WS for top rail and clear caulk. The screen on the provia door also had tension in which we submitted this to Provia for warranty as well. Originally *** from Provia was 05/30, We worked together with Provia to rush this order as it was escalated.Provia got these replacement parts to us  on 05/23.  The small gap in the storm door at tiop is what you see on any storm door no matter where they are purchased from. Picture attached.
  
  We did offer her a refund on the storm door. We have not heard back from Mrs. ****** regarding the finished recovery appt or refund. 
  

  Customer Answer

  Date: 06/02/2025

   I am rejecting this response because:  The company came to install a new door and the storm door still does NOT latch properly.  This has been an issue 2-3 times before with the other doors installed also incorrectly.  ***** ******* offered a refund on the door and door only but to take it "as is" and that is not acceptable.  We spent 8300 and still do not have a working door, now we have water damage on our floor and, they attached photos of the large gap outside our door that was incurred from their prior installation.  I contacted ****** this morning about the offer and am waiting her response.

   

  Thank you!

  ******* Simmer 
  
  

  
  

  

  Business Response

  Date: 06/03/2025

  Our field technician,installed the replacement parts and uploaded a video of the storm door operating correctly on 5/23 (video is attached). but ********** is still claiming it doesnt work.  We offered Mrs ****** a refund for the cost of the storm door to keep it as is, but she is not accepting it as of this moment. 

  I have tried to attach the complete video of everything on this door working properly but you page will not take.  Thank you.

  
  

  Customer Answer

  Date: 06/04/2025

   I am rejecting this response because:
  The door was replaced and still does not work properly, in fact, they want to come out tomorrow, June 5 to take another look at why the door still isnt latching correctly.  I already responded that I would confirm with my fianc.  Further, we asked what the total refund would be with labor etc included.  Why would we accept a refund not knowing the total when we paid ******* for the door and labor in which the door doesnt work.  I also told the business I thought this was in very poor regard they are trying to just rid themselves of us and have us accept a non properly working door.

   

  I am waiting to hear what the refund would even be to see if it is worth accepting.  This has been a horrendous experience and this business should be ashamed of themselves for conducting business in this manner.

   

  
  

• Initial Complaint

  Date:04/08/2025

  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.

  Our windows are still under warranty and one large window is now leaking. Contacted Pella and eventually their service team came out (I had to pay for this in advance) and determined there was a leak in the upstairs window. Water was running INSIDE the wall from the leak down to the first floor window. Apparently the window was not sealed correctly when installed. Pella stated that the installation team needs to come back and remove the flashing around the window and reseal it to prevent this from happening. All of this was over two weeks ago. Pella has YET to provide a date when they will be here to repair. I have contacted multiple times to no avail. I am beyond frustrated with their poor management at this point. In the meantime, the recent rain is causing damage and mold to the drywall in our home because of their lack of urgency. The lack of communication from them is ridiculous, and getting through their phone system to actually speak to someone that could help is infurating.

  

  Business Response

  Date: 05/30/2025

  Mr. ******* contacted service they sent a service tech out to preform a water test. They found where water was entering in the upstairs window and coming out from the downstairs jamb extension on the head of the window. Service pushed this over to install as an install issue. At that time install scheduled 2 field techs to go out and remove the trim coil and reseal the windows.
  
  Our field techs went out on 04/16 The field reported back that he pulled all coil, caulked and foam sealed everything up. The corners of the bottom coil were cut off going into the accessory groove. He also caulked around all accessory grooves as well.
  
  We have not heard anything back from Mr. ******* since this visit in April.
  

• Initial Complaint

  Date:03/25/2025

  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 am rejecting this response because:
  
  Thank you for your response. However, I must express my continued dissatisfaction with the lack of proactive communication and resolution regarding the installation of our basement door.
  The only updates we have received are those initiated by us, and despite being told multiple times that the issue is being handled, there has been no tangible progress or update on a new installation date. We have now been waiting for several weeks with no clear resolution or explanation for the ongoing delay.
  We understand that your internal team has been in contact with us, but the repeated assurances without any concrete action are not acceptable. Given our critical timeline with the sale of our home, we urgently request either a confirmed installation date or a full refund.
  critical timeline in selling our home, we have requested a full refund, as we will not be present for any future *************** this point, we are left without a door, a refund, or a clear resolution. This situation is unacceptable, and we are seeking immediate action from Pella to issue a full refund.We appreciate your assistance in addressing this matter.

  

  Business Response

  Date: 03/26/2025

  Customer was contacted by our Internal team.  We addressed the concerns instantly and it is being handled in a ****** manner.  Communcation is good on our end. We will follow up to ensure the customer is happy as we do with all customers.  Thanks.

  

  Business Response

  Date: 04/04/2025

  This job is complete and signed off on by the customer.  Please see atttached document.

   

• Initial Complaint

  Date:03/07/2025

  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.

  7/29/24 deposit to order windows 10/3/24 final payment windows arrived at company .10/17/2024 Windows installed. At that time some with correct locks that we paid for and some with cheaper locks. Contacted company the same day of this problem. I was given the run around about correcting the problem. I told that what I ordered cost more than the cheaper looks. The salesman demonstrated the new style lock and said this is what we were paying ****** took to January 20/2025 to get the correct locks in. When they come out to install the correct locks they didnt fit so they wanted to modify my new windows by drilling new holes for the correct hardware on my new windows. At that point I ask them to stop.

  

  Business Response

  Date: 05/30/2025

  this was sent over to the service department due to the wrong locks being ordered by Sales/OV. Once we received the claim she ordered the correct locks. When we scheduled our service tech to go out the customer would not let our service tech install the locks due to us needing to drill holes. He requested all new sashes at that **************** approved service to reorder sashes for Mr. ******************* was completed by Service on 03/27/2025 Replacement Sashes for Den/Living Room.

• Initial Complaint

  Date:08/29/2024

  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.

   I am rejecting this response because:  I have spoken with this company exactly 30 times about this issue over the last year, where the fact that they spoken with me again on 8/29/24 does not put me any closer to a solution than I was when I spoke to this company the first time about this issue 14 months ago.  There is still no plan in place for the company to fix the problem.  No repair appointments have been made; no expectations have been set about the time the company will need to fix the issue, no follow-up dates have been set to review the problem.  After ******************************************************** this company, and at this point I am not willing to accept anything other than the repair being completed before I will be willing to resolve this complaint, other than being offered a refund so I can hire another company to fix the problem that this company seems to be unwilling or unable to fix.  This company has been aware of this issue for over a year and done nothing to fix the problem despite my persistent efforts to have the problem addressed.  Indicating to the BBB that they "are working diligently" on fixing the bad installation of my front door does not change anything for me, or the experience that I have had in trying to work with this company, as this is what I have been told many times, without any progress toward a solution.
  
  
  not been the case for me at all, and I would caution anyone about doing business with this company. Every time it rains the entry to my house fills with water, and after a year of trying to work with this business to fix the issue that they created there is no plan in place to cure the problem DO NOT DO BUSINESS WITH PELLA WINDOWS

  

  Business Response

  Date: 09/03/2024

  Hello,

   

  Our Install Manager spoke with the Customer, ****, on August 29th to let him know that we are working to locate the oak board that was installed under his door. They have informed to keep him update on this progress and are working diligently to rectify the issue.

   

  Thank you. 

  

  Business Response

  Date: 09/17/2024

  Our Installation Supervisor has advised that they have already been in contact with the customer, have ordered his trim, and are working to resolve this issue with him. 

  Customer Answer

  Date: 09/23/2024

   I am rejecting this response because:  The door still has not been repaired, and no appointments have been made to have the repair completed.  I was told 6 days ago (after 14 months) that a board was finally ordered and that it would take 2 to 5 days to be received.  I have not heard anything since, but I am hopeful that an appointment to repair the door can be made this week.  I am responding in this way to keep the complaint open until the repair has been completed, as I am hopeful that the process is finally moving forward.
  
  
  

  

  Business Response

  Date: 09/25/2024

  We anticipate the customer will have his concerns addressed and repaired asap, based on the current communication. Thank you. If there are any other issues, please reach out. 

  Customer Answer

  Date: 10/01/2024

   I am rejecting this response because:  It has been over a month since I originally filed my complaint with the Better Business Bureau, and the company still has not even made an effort to schedule an appointment to fix my door that was improperly installed over 14 months ago.  I have been trying to get my door repaired for well over a year!  I was told on September 13th that a board was finally ordered, and that it would take 2-5 days to be received, and that when it was delivered that an appointment would be made to fix the door, but that was almost 3 weeks ago, and I have not heard anything since.  Now, on October 1st, I am rejecting this response, as per the email from the BBB, that if I do not respond within 6 days from the last email that the complaint will be automatically favorably resolved, however this should not be the case, as weeks and weeks continue to go by without any resolution.  I am ready to take the company to court to get a judgement to have the repair completed by another company.  This is what I will be doing if my is not resolved in the next 10 days.  I have made literally dozens of phone calls, complained to multiple layers of management, and even involved the BBB for over a month with no resolution.  The next step for me is to involve the legal process, which I probably should have done a long time ago.
  
  
  

  

  Business Response

  Date: 10/10/2024

  Hello. Our install tech has already been out to the home and completed all of the trim work that was a point of issue. The tech did report that we needed to order new grids for the customers transom ********************, which we are working to do. 

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:06/26/2024

  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.

  In March 2024 we paid over $80,000 for window replacement. *The sales rep and his supervisor guaranteed an exterior installation due to my husband's lung condition. *We were guaranteed there would be no mess and that our custom window trim would not be removed and our sheet rock would not be damaged. *We were guaranteed that the installation crew were certified and trained Pella installers that would install 4-5 windows a day. *We were guaranteed that a Pella representative would walk us through the process and be with us every step of the way. *We were guaranteed they would respect and take care of our property and belongings. But INSTEAD, all of this was a lie! *A "smash and dash" crew was sent to our house in March and they ripped out 9 windows within the first hour before I could go in the house to see what was going on! *they destroyed our custom molding, installed a large window without shims, screws, foam insulation or moisture repellant tape. *they did not cover any of our belongings or protect the floors/rugs. Sheet rock dust EVERYWHERE!!!*Windows installed with over 1" tolerance. (Was supposed to be custom/ brick to brick)*Windows not centered. *Windows ordered over 2" too small.*Husband has been displaced out of his home for 4 months due to sheet rock dust. *Crews drop in to work here and there over a 4 month period making it impossible to plan ******, can't have anyone over because home is destroyed with plastic drapes now over everything and hanging from the ceilings...*Treated like we are to blame and ghosted by Pella support teams.4 months later now and they have finally installed the last window and are working to replace the window trim that they did not have permission to remove to begin with! And we just got word Pella is taking back their commitment to pay a painter to fill and paint the new trim and repair the damaged sheet rock! Do not do business with Pella of the Carolinas out of ***************************!

  

  Business Response

  Date: 06/27/2024

  Hello,

   

  We reimbursed ***************** $1250 to go towards the quoted estimate to have her entire house cleaned after installation began. Since then, our crews have taken extra care to ensure the house is kept in a sanitary condition. With that being said, There was a miscommunication between what our sales rep wrote in the notes and what was discussed for the job about re-using existing casing. At times, we will try to use the existing casing but at times, we are unable to. We we're unable to in this instance due to the miscommunication and other factors, like compatability with the new windows. Due to the sales reps ***** of not communicating what was discussed between he and **************** about the casing, we put all new trim/jamb extension/and other additions to brand new casing on the windows for ***************** that would have normally costed her around 15k-20k. We absorbed those costs to make things right. Before replacing brand new casing on all of the other windows that still had the casing on them, we discussed reimbursing her the cost of a painter. **************** sent us a quote for painting from her contractor for around $4500 to repaint the casing. After this, was when it was decided among everyone including ***************** to move forward with giving her all new casing at no cost to her, on all of the windows... not just the one that the casing was ripped off of and then unusable. 

   

  Our crew is still out there fixing everything, but ***************** has also posted many videos on ******* of her experience not including all of the information of what we have done to make things right, and she has also included photos of the job when it started as though that is how we left it, which was not the case. These videos have had some truth but have also been very misleading. We are finishing up ********************* job with the best in house install crew. 

• Initial Complaint

  Date:02/07/2024

  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.

  Pella installed 4 awning windows in May 2023. The moulding in one of the windows has been popping out. I have tried to contact Pella at both their home office and their Fletcher showroom. The home office took down some information a few weeks back and I have heard nothing since. I have tried to call the Fletcher showroom numerous times over the past few weeks and no one answers the phone. Infact, the message I get when I call is that the company has not set up a voice mail account to receive messages.

  

  Business Response

  Date: 02/09/2024

  Hello,

   

  The number for our Fletcher showroom was having issues, which is being addressed. However, our headquarters contacted Mr. ****** on Feb 7th and scheduled his repair for next week.

   

  Thank you.