Complaints

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

close

Find a Location

Pella Windows of Cincinnati has 2 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 Windows of Cincinnati

  9869 Montgomery Rd Cincinnati, OH 45242-6424

  
• 

  Pella Windows of Cincinnati

  785 Lindbergh Ct Ste 190 Hebron, KY 41048-8106

  

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:04/17/2024

  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.

  On 2/13/2024 we had a sliding glass patio door along with a side entry door installed. The screen for the sliding patio door, which is supported from the top by a roller carriage by a screw in either end of the carriage, could not be installed because the screw holes were in the wrong location. We were told that they would order a new carriage of the proper length to match the holes in the screen door. We were told the ordering process would take a month and the screen would be installed on 3/13/2024. On March 13 the screen door was delivered but was white on the inside and black on the outside. Our doors are white inside and out. We were told they would reorder the screen white on both sides and be installed on April 16, another month later!!! On April 16 the service person arrived with the correct color of screen but the holes in the door didn't match the holes in the carriage, the same way it arrived on February 13!!! The service person said he would reorder the carriage and we told him we would accept nothing less than expedited service and install of the screen within a week. We received a text from the service department today April 17th that it would be another month or May 10th before they would bring the screen!!! This is totally unacceptable and must be expedited immediately!!

  Business Response

  Date: 04/26/2024

  We apologize for the delay.  The expedited part has arrived and the coordinator is contacting the customer to arrange installation today.  Thank you for your patience.

  Customer Answer

  Date: 05/05/2024

  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

  Date:08/19/2023

  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.

  We have a house that was built around the 2003 timeframe. The house has Pella windows and doors. One of our windows in our garage was broken in a storm, I called a glass person to come out and replace it. I was informed that Pella designs this series of windows to not be replaceable (?????) and that I would have to replace the entire sash or window. I've never heard of such a thing! I called Pella and sure enough, these geniuses decided to make the window glass not replaceable due to gluing all the sounds together in such a way that you would destroy the sash if you tried to replace a window. I understand that they have since changed that decision, however, here we are.
  I called Pella, they came out and quoted me $1,200 to build a brand new sash... I had no choice... 6 weeks later, they call me to pick it up and I did on Tuesday 8/15. I went into the show room and asked the team to show me how to replace it.... they were not able to figure it out on the same "architect" series that I have... they could not demonstrate to me how to do this. Very disheartened, I came home and went about the rest of my week, not looking forward to replacing this window. I started the process this morning (8/19) to replace it and the string broke that is supposed to assist with raising and lowering the window. The window itself is about 40lbs and I could not line it up and the string was no help. This is not owner replaceable.
  Pella designed these windows to not be replaceable by the owner. I need someone from Pella to come out and replace this sash. Also, if any of my other windows break due to a storm, I can see this being a problem again. I regret purchasing this house not fully understanding the problem that Pella has created, I would like for them to at least replace this window and replace all of my architecture series windows to avoid future problems.

  Business Response

  Date: 08/22/2023

  I understand the frustration with this situation.  Fortunately we do have a fully trained service team to assist.  Our service manger will be reaching out to *** ******* directly to arrange a visit by our service technician.  Hopefully they will be able to provide the direction necessary.  We can also quote our service labor to perform the work if necessary.  While some repairs are possible to be performed by homeowners themselves, many require specially trained technicians.  We can also review other windows to indicate if any other issues currently exist.  Windows from 2003 no longer fall under our service labor warranty and will be chargeable to have our technicians perform work/inspections.  Thank you.