Complaints

This profile includes complaints for Pella Windows & Doors of Cleveland, Akron, Canton, and Youngstown's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pella Windows & Doors of Cleveland, Akron, Canton, and Youngstown has 5 locations, listed below.

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  Pella Windows & Doors of Cleveland, Akron, Canton, and Youngstown

  26150 Richmond Rd Bedford Hts, OH 44146-1438

  
• 

  Pella Windows & Doors of Cleveland, Akron, Canton, and Youngstown

  975 Crocker Rd Westlake, OH 44145-1030

  
• 

  Pella Window & Door, Co. /Gunton Corp.

  2965 W Market St Fairlawn, OH 44333

  
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  Gunton Corp

  4010 Boardman Canfield Rd Canfield, OH 44406

  
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  Pella Windows & Doors of Cleveland, Akron, Canton, and Youngstown

  775 Alpha Dr Highland Heights, OH 44143-2166

  

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:04/29/2024

  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.

  Several problems.
  Including reinstalling blinds after the job poor communication. Horrible workmanship.. Trying to contact the company and they keep coming up with excuses why they are not fixing the problems.

  

  Business Response

  Date: 04/30/2024

  We have spoken with *** **** and we have a scheduled date of 5/3 to go to the home to review concerns. 

• Initial Complaint

  Date:02/05/2024

  Type:Product 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Yes, i would like to resolve this by either sending someone out or sending the panel? I will accept the BBB resolution once the problem is resolved. It was explained that these little beads are part of the window seal. The seal itself doesn’t seem to be broken since the window doesn’t fog up between the glass. They are escaping out of the bottom. You can call me to come up with a plan (tech vs new door panel?)  
  
  
  
  Regards,
  
  
  
  **** *****
  
  
  
  
  
  
  
  
  
   oming out. The other door was not made correctly so the stopper doesn't extend to the bottom preventing the beads from coming out. I would like my panel replaced at no cost.

  

  Business Response

  Date: 02/05/2024

  After researching this situation it appears the customer purchased this sliding door from Lowe's.  We are a privately own distributor of Pella window and Door.  Lowe's is actually a competitor of ours.  We do have an agreement with Pella Corporation, the manufacture, to service all Pella products in our market.   We are required to follow the manufacture's warranty.  Labor to repair the product is covered for 2 years, after that, it is chargeable.  Your product would be covered for 10 years.  In the request that Pella send over, it stated your door was purchased in 2014.  So we would still be able to cover the product, but labor to repair is again chargeable.  

  It seems, the quote that was sent over was done via email after exchanging some pictures.   After reviewing the pictures, I can tell you I am not sure what is showing up in the glass as that is not part of the door.  I have never seen little beads like that before.   I am not sure what the cause would be.   We would be willing to have a technician come to your home as a one time goodwill gesture to diagnose the situation.  If that is indeed a product issue, we would be able to get the replacement parts covered.   We could send you a quote to have our team replace, or we could send the product, with a delivery fee, but you could have someone else install if you do not want to pay our labor price.  Would you like for a technician to come out and assess things?  

• Initial Complaint

  Date:01/21/2024

  Type:Customer Service 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 Windows and Doors of Cleveland (****** *****) installed multiple windows in our home in July of 2023. Two of the seven installed were not the correct size and had to be framed out with additional wood by the installers. The Pella Service Manager was informed while the installers were on site (July 2023), but did not attempt to resolve the issue until several months later. In October of 2023, Pella stated they would look into the problem and have the issues resolved. This did not happen. In December of 2023, after we contacted Pella again, the Service Manager of Pella Gunton Corp in Cleveland stated we would receive a service call to determine what the problem was and they would schedule someone to stain the raw wood used to build out the improperly fitting windows.
  
  On January 3, 2024 the service team came, confirmed that the windows needed to be replaced and stained until we received new replacements for the replacements. They stated we would hear from **** ****** Service Manager "soon."
  
  To date, January 20, 2024, we have not heard from any of the Pella team members. We would sincerely like to have this issue resolved.

  

  Business Response

  Date: 01/22/2024

  We are terribly sorry to hear about the experience this customer has had with us.  We have ordered new windows to the correct size, we will have them stained when we receive them and we will have them installed on 2/14.  We have spoken with the customer and confirmed this date.  

• Initial Complaint

  Date:01/19/2024

  Type:Sales and Advertising 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.

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  ed up 30 minutes late. The new door is missing the same piece that the old door was missing. Was told the missing piece is on order and they would return when they had the piece. The technician did not give a time frame for when the job would be finished. We are now going almost five months past the promised completion date.

  

  Business Response

  Date: 01/22/2024

  We are sorry to hear how long this has taken and that there is still no resolution.  Our project coordinator has given us a return date of 2/14 to resolve the issues with your door.  As far as compensation goes, our obligation as a distributor is to follow the manufactures warranty.  This is what we intend to do on 2/14.  We also realize the issues you have experience are above our normal operation procedures and for that we are willing to offer a one time good will gesture of 10% of your purchase price.  That would be a $590 credit for the delay.  

• Initial Complaint

  Date:09/13/2023

  Type:Customer Service 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.

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ****
  
  
  
  
  

  

  Business Response

  Date: 09/14/2023

  We apologize for the delays on this project.  This never should have happened.  We have met as a team and assigned this project to a new project manager that will focus heavily on this job.  **** has called and left a message regarding return dates of 9/25 - 9/27 to complete things.   

• Initial Complaint

  Date:07/28/2023

  Type:Customer Service 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.

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I thought that all pella doors and windows company is run by the same company. I think know I will make the complaint against Arizona Pella doors and windows
  
  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  
  

  

  Business Response

  Date: 07/31/2023

  I am sorry to hear about the troubles you are experiencing but unfortunately we can not help you.  This site is for Pella in Cleveland OH.  We are a privately owned distributor that services the Ohio territory and we do not work in AZ.  So you would not have purchased from us and we would not have been involved in the attempted installations.   

• Initial Complaint

  Date:06/07/2023

  Type:Billing 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** ********r
  
  
  
  
  
  
  
  
  
   me and schedule dates for measuring and installation of new screens.Once again after not receiving a call from Pella or any associates I had my wife reach out on April 25th to see if we could get a solution. She talked to **** who admitted that the screen issues were “his screw up”. He put in an order for all new screens, 4 total, and said that’s as much as he could do and that Allison is in charge and she will reach out. He also added that new screens usually take 4-6 weeks. A couple hours later I was given the screen install date of May 24th; nearly 3 months after my initial window install! May 24th, Finally I was about to get my new screens…NOT! Upon opening my door for the Pella associate I was asked if I wanted him to install the screens or just drop them off. Of course I wanted them installed SMH. The screens were the wrong size for my windows! He was confused and embarrassed, made a few calls, left and said I would be hearing from someone. Still waiting…terrible experience!

  

  Business Response

  Date: 06/08/2023

  I am very sorry to hear about this experience.  This is not acceptable on our end and we will correct this.  

  We have met as a team and set a return date for service.  That will be Wednesday 6/14 and the time slot is from 9am to 11am.  ***** *****, the project manager has left a voicemail for Mr. ********* for this time frame.   

  Customer Answer

  Date: 06/08/2023

  Hello, the time does not work for me. I tried to return ******* call but she did not answer and her voicemail is full. There are other issues that need to be discussed before we can move forward with an installation date.

  

  Business Response

  Date: 06/28/2023

  We have been in contact with the homeowner.  The screens that were originally ordered for the home were not correct.  A replacement order was made for full screens, but the homeowner is requesting half.  That was an error on our end.  We are placing a new order today and will contact the homeowner with a new date as soon as we know when we will be receiving the product.