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

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a sliding door with the blinds in between the glass. Within the 1st year, the slider track broke and panel was replaced. Within another 4-5 years, I started to notice little beads coming out of the door. I attempted to contact Pella via their website but never heard back. This was when everything was shut down during the pandemic. More and more little balls/pellets fall out every time the blinds are raised/lowered. I had a window sales man (non-pella) out and he said that this should be covered under warranty bc the seal is failing. I contacted Pella and they told me it was not covered under warranty and sent me a quote to replace the panel for around $2500. I opted to not buy another product since the 1st one broke within 5 years. I had a glass company out to see if they could repair it. Although they can't work on Pella products, the man from the glass company took a look and said I got a defective product. The one panel has a plug or something that stops the beads from coming 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

  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?  

  Customer response

  02/05/2024

  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,
  
  **** *****
  
  
  
  
   

• Initial Complaint

  01/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In May 2023 we ordered a sliding door, and storm door from Pella. We were told that the lead time would be a few months. In September, the technician came out to install the doors. We were told the sliding door needed a part, and the part was ordered, but would take four weeks to receive, and a return visit was scheduled for October. The technician did not show up in October. We called Pella and was told that the part was lost. They eventually found the part, but it was damaged, and a new part needed to be ordered, which would be another four weeks. In December, the technician arrived, looked at the door and told us that the part was not the correct part, and that a new door would need to be ordered, and the lead time was another four weeks. Installation for the new door was scheduled for January 2, 2024. On December 27, 2023 we were called by Pella, who indicated that the appointment needed to be rescheduled. The rescheduled date was January 19, 2024 from 11am-1pm. The technician showed 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

  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.  

  Customer response

  01/22/2024

  [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,
  
  ******* *****
  
  
  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We signed the contract on March 17, 2023. Project began June 19 and was to be finished that week. Mistakes were made, by Pella, and so the project got delayed. Most of the windows were installed, but we have new windows sitting in our garage waiting to be installed. The front door they installed was damaged, at the factory, which needs to be replaced. A damaged window needed to be replaced along with some screens. I have called and emailed numerous times. We want them to finish the project and fix all the issues. We would like some sort of discount.

  

  Business response

  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.   

  Customer response

  09/14/2023

  [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,
  
  **** ****
  
  
  

• Initial Complaint

  07/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought two 30000 dollar worth of french doors. They came with the doors and tried to install the doors. One of the door was in scratched inside the double pane window and the other one of the French door the frame was bent does not fit. We gave them the benefit of the doubt for the first time and ask them to fix the problem. They came the second time one of the door was installed the second one came again the wrong door. Again they will say they will fix it and they never came now I have a fence door the leaks air and insects into my house. I called several times they never answered their phone call I tried to get in touch via email they never answer their email. I don't know what else to do. All I ask him was to do or to deliver what we agreed upon it has been a nightmare please help thank you

  

  Business response

  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.   

  Customer response

  07/31/2023

  [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,
  
  ***** *****
  
  
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  February 28th I was scheduled (via **** ******) to have windows installed. 1 in the kitchen, 1 in the dining room and a living room window. Only the smaller 2 windows were installed because the other one was too large, not enough man power. The 2 smaller windows have “invisible” screens that began to malfunction the day of installation. The installers expressed dissatisfaction with the screens and assured me that they would make a note, and that they would be replaced.On March 6th the large living room window was installed. The previous malfunctioning screens that were used in the two smaller windows were also used in this install. Despite the promise of the installers, these screens also performed poorly. Caulk job is sub par as well. After no communication with Pella I was able to talk to a woman named Lisa on April 12th. I was told that the issues I had with the screens were never noted and that she would contact the installers to see why. Lisa also said that **** ****** would call 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

  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 response

  06/08/2023

  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
  
  
  
  
   

  Customer response

  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

  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.  

• Initial Complaint

  04/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered three doors from Pella (Gunton Corporation) in March of 2022. It took about 6 months for the doors to come in and being a teacher I scheduled installation in August before going back to school. The installation was postponed 2 times so I had to take a day off work. When the installers came they were amazing, however, the one door was ordered incorrectly by the sales person. The screen door also had a rip in the screen portion. I was told these would be re-ordered and I would be getting the new garage door in the correct color and and a new screen door. December came around an we were given the news that the door color was discontinued and the door that had come in was damaged, This continued another round that the door was damaged again, but they had the screen part was in . I waited until today and the door was delivered and installed, but they did not have the screen replacement part- notice I said part they refused the replace the door. The installer insisted on payment in full, however I have not seen an bill for all services rendered as the manager said he would issue a credit of $600. I have filed a stop payment on my credit card as the services are not complete. I also feel that there should be additional compensation for the scheduling issues and inconveniences caused by this company. I have spoken to the manager **** *** and he along with the installers just seem to pass the blame. I have never been so disappointed in the customer service I have received from a company- they were unapologetic and I would not recommend this company for any services. Ordered March 30, 2022 First install date Postponed Second install date Postponed Installed 8/30/22- wrong door and damaged screen door New install date December Postponed to 2/4/23 Postponed to 2/25/23 There was another postponement Installed 4/30/23- charged incorrectly and no screen replacement.

  

  Business response

  05/01/2023

  We are sorry for the delays and the missing parts on Friday's service.  We have rearranged the service schedules for today and have freed up our technician to go to the Ogg residence this afternoon.  We have left Beth a voicemail and followed up with an email.  

   

  Yes, there have unfortunately been issues that have caused delays on this project and we are sorry for that.  The order was placed for a front entry door/storm door and a house to garage door.  Our sales rep made a mistake on the house to garage door and had the wrong color and hinging.  So we had to order new.  For this issue and delay we agreed to a $600 credit.  Since then we had multiple issues from the manufacture with dents in steel doors.  Since we are the distributor, and had many issues from the manufacture we reached out to switch the material to fiberglass to solve the problem with dents.  Then once that was agreed upon, there were more delays from the manufacture.   

  Here is a breakdown of costs

  Contract - $11,160

  Deposit - ($5,580)

  Balance due - $5,580

  Payment ($3,580)

  Balance due $2,000

  Credit ($600)

  Balance due - $1,400

  I will offer an additional $400 credit as a onetime goodwill gesture.  The remaining balance due is $1,000.  

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been trying to get our 2 patio doors replaced since 2019. ***** ******* from Pella finally responded on August 3, 2020 and we began the process of replacing the doors. August 31, 2020, ***** sent me a quote for replacing the doors. The doors were covered but not the labor. September 2, 2020, I told ***** the other door needed to be replaced too. He agreed. September 22, 2020, I gave ***** a credit card number to cover the labor. ***** set the install date for 11/10/2020 between 11-1. However, on November 6, 2020 I received an email stating that due to COVID the panels were delayed. We reset the date for December 18, 2020. Both panels were installed. By summer of 2021, both replacement panels were bad. A Pella service guy came out and said they would reorder them. March 15, 2022, Pella came out to install two new panels. However, one panel was the wrong size and and the installer broke our door hardware and said they would replace it. The wrong panel has about an inch gap at the bottom of the door allowing air and water to come under it. The installer said because of COVID it could take up to six months to get a new panel. On 9/9/2022, I sent an email to ***** asking what was going on and left a message for ***** at 1:00 pm on the same day. 9/15/2022, I received a message that my email had been blocked. I thought maybe it might be a computer problem so I thought I'd wait a week and try again. I tried again and got the same message. In October I began calling and leaving messages. When I got no responses, I started writing down who and when I called. I called **** ***** on 10/26/2022 and left message with no response. 11/8/2022 and 11/14/2022, I left messages for *****. 11/16/2022, I called the general number twice at 2:48 pm with no answer the first time and at 3:21 pm and that's when I was transferred to ***** who said the panel was discontinued but she would check and get back to me. Nothing. I've called **** ***** with nothing.

  

  Business response

  04/03/2023

  Replacement panels were ordered and installed in 2020. When Mr. ****** called back in for service in 2022 we went out to inspect the doors again. When the technician was out he noticed that the homeowner had 2 different vintages of entry doors. One was pre 2010 and the other 2010-2012 vintage. All replacement parts for pre 2010 entry doors had been discontinued by that point. So we are unable to reorder that door panel. The hardware on the customers doors are not Pella either, so we would not be able to offer replacement hardware that would look similar to his. With the door panel being unable to be replaced I forwarded the service request to new sales. He would need a full unit replacement because we are unable to provide him any parts/pieces through service. I’ve sent this request over to new sales several times since then explaining to them he would need a full unit replacement because that vintage of product has been completely discontinued.

  Customer response

  04/03/2023

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

  Customer response

  04/05/2023

  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.]

  
  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Mr. *******,
  
  The reason I’m rejecting the response is that Pella’s is inaccurate. When they came out in 2022 it was to replace two panels they replaced in December 2021 because they had warped and were inoperable.  The second set of panels were installed but one didn’t fit properly.  The installers stated they would have to reorder the panel and we would be hearing from them.  He were never contact by anyone until I started calling in September 2022 and finally reached ***** in late October.  She said they were no longer making that panel but after I explained the situation she said she would talk to her supervisor and get back to me.  To date after numerous calls leaving voice mails, no one had contacted us.  I realize there may be some costs.  We paid the first time $420.  We’re not asking for anything completely free, just a solution.  Someone from Pella needs to call us so we can figure out how to fix this door that was under warranty until they didn’t fix it properly.
  
   
  
  **** ** ****** 
  

  

  Business response

  04/07/2023

  I am sorry, but we are a distributor of Pella Window and Door.  We do not manufacture the product.  The particular product line you have in your home is no long manufactured.  The only assistance we would be able to provide would be to have a sales rep out to your home to sell you a new door.  If you would like that we can arrange to have someone out.   

  Customer response

  04/10/2023

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

  

  Business response

  04/10/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Our records show this door was originally purchased in April of 2010 and would have had a warranty through April of 2020.  A service event was not created until June 30th of 2020, so technically at that point, he was no longer under warranty.  The group decided that since it was so close to the warranty, they would cover the panels.   Those panels were installed in 2020.  Customer called back in around Jan of 2022 with new issues on the same door.  So we ordered new panels but a mistake was made on one of them and was ordered incorrect.   By the time we went back to order correctly, that product line was no longer available.  At that point it was determined a new door would have to be ordered and was turned over to new sales.  We are sorry to hear they were never contacted.  
  
   
  
  The branch is willing to cover the cost of one of the doors but will not be responsible for installation.  The product line is no longer available but if this is an acceptable option, we would have to line someone up to review current options with the homeowner. 

  Customer response

  04/10/2023

  [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,
  
  **** ** ******
  
  
  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Pella took a $55K deposit for our window package in early May 2022 with a committed delivery date of November 2022. Since early November we have had 5 revisions to delivery timing — the first four were a series of 2-3 week delays. Today the local Pella distributor indicated the window package will not arrive until “sometime in March”.

  

  Business response

  01/25/2023

  We are sorry you are dealing with delays.  We are a distributor of Pella Window and Door.  We do not manufacture the product and can not control when we will receive things.   We have spoken to ******* ************* who our contract is with, and have arranged for a partial deliver for 2/1.  We will be sending all product that we have in full.  Our project manager will continue to monitor this order and make sure we are sending out what we can as soon as we can.  

  

  Business response

  02/09/2023

  Yes, we were scheduled to deliver all the product we had in our possession on 2/1.  This would have been the vast majority of the order, leaving only a few units that have yet to be received.  However when we called Guy, to confirm the 2/1 delivery, he asked that we push it out until everything was ready.  Our new date is 2/27/23 as that is what was requested by the builder.  

  Customer response

  02/24/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  We finally received a partial shipment of windows from Pella yesterday, although we still have a significant number of windows originally promised for delivery in November 2022 which are still missing with no firm commitment from Pella as to their expected delivery date.
  

  
  

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Its been 2 yrs now still waiting to be completed. Mismeasuring excuse after excuse with much damage to my home. Ruened driveway, silica throughout my home, fork lift damage, wooden floors . Yard ruined much more . The new windows that were installed leak every storm . I am fed upoh the team will be calling u. Yr team sucks !!!!! .

  

  Business response

  10/20/2022

  Yes, there have been many issues with this job and we are working towards resolutions for all of them.  We are scheduled to be at the home with our field supervisors on next Wednesday to address water leaks.   We will be finishing the remaining items that need installed the week of 11/7.  We are very sorry all of this occurred and look forward to completion the next few weeks.   

*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. ↩