Complaints

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• Initial Complaint

  Date:01/27/2024

  Type:Product 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.

  Since April 2023, Pella windows start my project windows at my house. Since then, their new windows are been poorly performed and quality it been questionable, compared with my 20+ old vinyl windows. Bad insulation and craftsmanship facilitate mold to grow up in several windows. Unethical and unprofessional employees practices , like employees asking for extra money to complete the project that never was discussed prior with the project manager. Windows been dismounted because of bad installation and damage. Over 10 appointments been attempts with pella trying to fix this matter with no results. Management been contacted several times with no luck and no show of urgency. We provided proof of condensation and air leaks on the windows (videos and pictures) to the project manager. My electric bills are higher then ever because of the poorly installation and performance of this product. I ask the installation manager and the whitehall location to either return or replace the window with wood windows (because i have a wood pella patio door with any issues of this matter), but the installation manager declined and requested to send another project manager to re check for condensation issue, mold and craftsmanship problems. On the inspection he found condensation, mold growing and air infiltration. It been close to two months since the project manager came to my house and no comunication or attempts to contact me about the solution of the last inspection. The project manager only told me this... " I never saw anything like this, **** i dont know what to tell you...". Project manager came we special devices to get humidity and temperature readings. At this point i think we're been cooperative with then and pleased all requests from then. I, as a customer i feel i have the rights to fulfilled and get the product that i expected and not feel that i got robbed. I gained a problem that i never have on my old windows.
  
  Sincerely

  Business Response

  Date: 03/01/2024

  Timeline:
  - 11/6/23- Field Supervisor *** ****** was on-site to investigate condensation issues. This appointment was at the homeowner's behest as he had produced pictures taken sometime in October that showed water on the of some of the windows installed. While *** ****** was onsite, he observed no noticeable condensation.  Report was submitted stating such. At the time he asked the homeowner if he had a whole-house humidifier, as this is a common cause of condensation on the interior of any window. The homeowner stated he did not have any such equipment in his home.
   
  - 11/17/23 - A Recovery Technician was at the home to replace some damaged sashes and parts. During the appointment, the homeowner also confronted him about the condensation. The Recovery Technician did an inspection at that time, and did not observe any significant condensation. Report was submitted stating such.

  - The following week, after several phone conversations about this issue, the homeowner was sent Pella's official condensation manual, outlining how to mitigate condensation.
  
  - 11/27/23- The homeowner spoke to Installation Manager **** ****** over the phone to talk about the alleged condensation issues. Since no condensation was previously observed by installation personnel, another appointment with Field Supervisor *** ****** was scheduled (for a day that was cooler exterior temperatures) the conditions where the first alleged condensation appeared.
   
  - 11/28/23 - *** ****** observed minimal condensation on any of the windows (within Pella tolerance). The customer clarified at this time that he did, in fact, have a whole-house humidifier, a fact that may be contributing to any condensation that he might be experiencing. It was noted that there were a couple of other product issues (damaged sash, weather stripping, sash stops, and a screen) that would need to be fixed at a later recovery date. It was at this appointment that the customer expressed that he would have preferred to buy wood/clad windows for his home, but he couldn't afford them.
  
  - In a subsequent phone conversation with Installation Manager **** ******, he requested that we replace all the fiberglass windows in his home that we had installed with wood/clad units. This request was denied, as it the main issue was buyer's remorse, not an installation or product issue.

  To Date:

  - There is a return appointment scheduled for March 18th to address the damaged product issues and replace what needs to be replaced.
  - At the time of writing this summary, there has been no significant condensation observed or reported from ******/Pella personnel. 
  - The customer's request for all new replacement units from a different, more expensive product line has been denied, since there is no indication the windows are not performing as intended/designed.

  Signed:
  **** ******, Installation Manager

  Customer Answer

  Date: 03/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  
  The letter contains false statements from pella clerks and statements that are not supported with facts.  I have documentation of recorded, videos and photos. I can provide you with alot of people that witnessed  the condensation and mold on the windows and  i even show the issue to 2 different window company and both agreed with me, one of the person even knows the sale manager from whitehall, pa location .

  Another point,  why they already came so many times to  my home to fix issues on they own products and cant figure out whats the problem. Really questionable right?

  In Last,  pella windows  advertising false information about this imprevia windows performance and benefits. Why Do you think is really questionable why **** never mentioned nothing about the issues of the mold and bacteria growing on the windows and why this is happening????.  And just a reminder we have  a new born baby sleeping next too a new window growing up mold and bacteria.... so i guessing this is Pella standards . 

  Best Regards,
  
  
  
  **** *******