Complaints

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

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Pella Window & Door, LLC has 3 locations, listed below.

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  Pella Window & Door, LLC

  120 Dutchman Blvd Irmo, SC 29063-8330

  
• 

  Pella Window & Door, LLC

  PO Box 2268 Irmo, SC 29063-7268

  
• 

  Pella Window & Door, LLC

  1902 Andell Bluff Blvd Johns Island, SC 29455-6309

  

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:03/12/2025

  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.

  I purchased a replacement window from Pella for my bathroom in 2024. I requested an energy efficient, UV protected, window with an embedded screen. I paid $800 for a 35.5 x 53.5 inch window, not large. When it came tax time I called my salesman to request documentation of the energy efficiency. With perseverance, and several calls, texts and e-mails I received the answer that it was not Energy Star rated in my region of the country.
  
  Everything I read about Pella, all their advertising emphasizes that their windows and doors are energy efficient. There is a standard for that, and it is called Energy Star. If I ask for an energy efficient window I expect it to meet if not surpass the requirements of Energy Star. My window, it appears, does not.
  
  I feel defrauded and unheard. I think the salesman thought, my being an older woman, that I was just throwing around buzz words. I think I substantially overpaid for a window that does not qualify as energy efficient. My product number is PEL-N-208-00283-00001.
  
  I am happy to provide whatever documentation is required. I will appreciate the company's thoughts. I would in particular like to know what I had to say to have the sales person identify and sell me an Energy Star Energy Efficient Rated window.

  Business Response

  Date: 03/19/2025

  I have left a voicemail for Mrs. *********. We have a few solutions we can offer her to resolve her issue.

  Best, 

  Josh S*******

  Customer Answer

  Date: 03/20/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:08/04/2023

  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.

  July 11,2023 I entered a signed contract with Pella to replace a leaking Pella window. The salesman had talked to the installation dept prior to giving me a contract for $3800.01. This paperwork was produced within hours, delivered, & required a $2100 deposit at signing.After the installers came to the site to view the job the price increased to $9200.00! Why did they not view the job prior to entering a contract? I did not agree to this huge increase; therefore, Pella said they would refund me, no problem. Another local reputable window company looked at the job and quoted about half the price so I requested a Pella refund on Friday July 28th. It has been 7 days of excuses for the refund delay. Because Amanda, the "refund lady", was on vacation thru July 28th is not a valid reason for withholding my money a week. Pella is super quick to collect but negligent if they have to refund...even though they initiated the contract after discussing details with their own installers. All I want is to be made whole.

  Business Response

  Date: 08/07/2023

  We do apologize for the confusion. There was a misunderstanding between our service department and our replacement sales department on how the window need to be replaced. A refund was sent to Mrs. ********** last week. 

  Thanks, 

  JS