ComplaintsforPella Windows & Doors of San Antonio

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 27,2022 Pella installed 3 large windows in my den.They did not replace the exterior trim around windows even though installers knew it was cracked and rotting. They were supposed to replace with new trim. The installers did a terrible job on exterior caulking around windows . It started to crack and develop problems that made it look shoddy and cheap within weeks.I contacted pella multiple times to make complaint and ask for fixes to problems. One person came to my house, took pictures and assured me that pella would take care of problems. I never heard from company again. When I called the manager was never available. I left messages. I sent email with pictures. I. November I responded to survey they sent me and included picture. Again no response.I am in ill health and need to get problem resolved since I may have to sell house soon. I spent over $3000 on windows to enhance value of my house. Now exterior looks worse than it did before I got new windows. I am 77 and believe I was purposefully ripped off with shoddy installation since they did not think I would fight to get what I paid for.Pella should make good on my purchase and their guarantee. I have tried to reach out to them in good faith that they were an honorable company. I no longer believe that. I believed that they provided a superior product but they have proved that they do not care what their installers do or not do. They have not honored the contract I signed with them.

  Business response

  12/15/2023

  Our Installation Manager has spoken to the client and has confirmed some of the caulking indeed does need to be retouched cosmetically. Further, we have agreed to replace her existing trim and paint it despite that being listed as excluded in the original contract. We have agreed to do this as a goodwill gesture, and our client has confirmed she is happy with this resolution. It is our belief that this is a mutually fair resolution.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 25 July 2022, Pella installed windows in our house in *********. It was noted one window had damage and needed replaced after installation. On 5 October 2022, a Pella person brought a piece of glass to replace, but found the window frame itself was needing replaced not glass. On 9 Dec 2022, Pella replaced window needing replacement, but the trim piece was too short and needed to be reordered. To this day, 6 June 2023, we have not had the trim piece installed. This has delayed the construction of the house and extended the times of other contractors and permitting. Pella has told us they would look at paying back permit fees, but have done nothing.

  Business response

  06/19/2023

  Our team has confirmed with ************** installation of the final trim piece will occur tomorrow 6/20. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 18, 2021, Pella Windows and Doors installed three doors in our home. Several issues were identified with the doors and reported to Pella via email the same day. The issues are:1. Two doors were installed that were the incorrect panel / design. 2. The front door hardware was broken due to Pella's incorrect measurements of the hardware. The front door was not functional (did not lock, would not close properly) without staying dead bolted which raised several safety issues for out small child. 3. The drywall and wall in our kitchen was damaged 4. The back door hardware was not replaced properly and is missing pieces 5. The laundry room door has since offset and is not closely properly 6. The trim was not properly replaced requiring a reinstall of the trim and painting Items 1 and 6 above have been resolved. However, we are still pending the remainder of the issues to be fixed. In May 2022, ******************* (Pella) came to our home and determined the front door needed to be reordered as the hardware holes were not drilled appropriately. **** attempted to correct the hardware to simply close the door and while the door will close (not smoothly) the hardware no longer works and was cracked in the process. ******************* confirmed with his manager, *********************, that Pella would 1) reorder the front door and 2) purchase new hardware for the front door. To date, neither has occurred. In September 2022, ********************************* came to the home and took pictures of issues 2 - 5. He noted that the front door needed to be replaced, they would reimburse us for the drywall repair, and ********** orders for the back door and laundry room door. To date, none of this has occurred. I have expressed my concerns multiple times via email communications and have received no resolution. Pella has received payment for the doors but is refusing to fix the issue. We have been bounced between 3 different representative - all who are no longer with the company.

  Business response

  11/15/2022

  Management has spoken with *** and have agreed to a partial refund as well as a reorder of one entry door. This resolution was requested by *** and was mutually agreeable.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contracted with this Pella to install 9 windows. Because of potential fraud by unscrupulous contractors, an important factor in going with this dealer was because they offered 12 months free financing with no money due or payment accruing until installation. Due to supply chain issues, the windows will not be installed until at least late June. Two weeks ago, I was notified that Pella requested and received payment from the finance company, Green **** Green *** informed me that the 12 month free financing term started immediately on giving the payment to Pella. This means that, at most, I would only have 9 months to pay off the financing before being hit with all the interest charges. This is materially different than what Pella promised. No one from Pella management has returned my calls or emails. This breach seems to be specific to this Pella dealership in that a friend has currently contracted with a different Pella dealership who is honoring the 12 month free financing that does not start accruing until installation. Thank you for your assistance.

  Business response

  05/02/2022

  In regards to complaint #******** I have spoken with ******************** via phone. We discussed his concerns, and it appears there was either a miscommunication or a misunderstanding of when the financing terms began. I was not present at the sales call, so I can not say for sure which it was. That said, I extended the terms of the financing plan for ******************** and I covered the extra fee for the longer term. This gave him the time he wanted AFTER install to have no interest payment options. I believe he is happy with this solution.

   

  Sincerely,

  ***************************

  General Sales Manager

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a signed contract with pella windows on 8/27/2021. The contract states no changes returns or credits after order is committed. I have put down $2494.03 for this order. I contacted pella windows and the general manager *************************** explaining I wanted to cancel the order in December because I wanted bigger windows. We came to an agreement that they would add an additional window and that was my only option because no changes could be made. In February a rep named dakota calls me to explain the windows arrived but they did not make the changes. After discussion on a new order the general manager explained that If I put in a new order it would be slightly more expensive but I should agree to cancel the first order before anything. He sent me an informal email about canceling but I never signed a docusign agreement. This cancelation was contingent on the price only being slightly more expensive and doing a new project. The general manger came back with a 45% increase in price for a new order. I felt this was very deceiving. Then the ** came back said they are withdrawing from the new bid. I explained that I do not want to lose my hard earned money and will move forward with the signed contract we have in place. They have tried to delay the process of my request. Because of high inflation and cost of labor they are now trying to only sell me the windows and not abide by the contract of installation and labor. I am wanting the contract agreement completed.

  Business response

  03/14/2022

  THis branch is in Texas not Pittsurgh

  Business response

  03/16/2022

  ************** reached out to us to cancel his order because he changed his mind on the sizing. After a few rounds of emails going back and forth about a possible change order he told us via email on 12/21/21 that there was no need in doing any more work, it was not going to work. At that point we agreed to a cancellation via email for a reduced cancellation fee, which ************** confirmed. There were no contingencies associated with the cancellation. A copy of that email is attached. 

   

  The original installed sales order is cancelled and we have decided that due to the indecision regarding sizing, it is in no ones best interest to cut holes in ****************** home to add/change windows and therefore will not re-bid the project. 

  Customer response

  03/16/2022

  Complaint: 16882653
  
  I am rejecting this response because: I have purchased the windows in full and Pella has delivered them to my home. I purchased the windows on order ********. This contract is an installed sales contract. Pella came out to take the measurements to make sure these windows could be installed in my home and replace my existing windows. Because of this type of contract and agreement its imperative they install these windows that I have purchased. If this was not written in the contract that has been paid for then I could understand Pellas argument. I would like for pella to install their product as agreed upon in the original signed contract. I have kept my agreement of the contract and have paid for the windows in full. Nothing was cancelled and my emails were disregarded. Because I have agreed to the contract and paid for windows in full I expect Pella to abide by the contract structure. My opinions and emails obviously did not matter because they sold me the windows and delivered them without issue. As stated, these were custom for my home and they took the initial measurements to make sure they would fit. It is there duty to install them. 
  
  Regards,
  
  *******************

  Business response

  03/18/2022

  The installed contract was cancelled at ****************** request (see emails on previous response). ************** then bought the windows without installation, which also was clearly documented in emails (attached). 

  Customer response

  03/18/2022

  Complaint: 16882653
  
  I am rejecting this response because: My initial emails were disregarded by Pella Windows Company. Because of this I purchased the windows under the original contract number. Because everything was disregarded with change orders the only thing that I could do as a consumer was revert back to the original signed contract. I understand that I had indecisiveness with the project. Because the company was not able to accommodate any changes  I paid In full for order ********. To keep this order in line with the contract agreement I believe Pella should install the windows. It took over 6 months for pella to receive windows. This is a long period to wait and created indecisiveness for me. During this time the economy has experienced rapid inflation and this is another reason I am wanting the company to install the windows. At the end we have a signed contract that has not been fully completed. If Pella is not wanting to install the windows I am willing to get estimates from other installers and have Pella pay the difference of what it will cost me to have the installed by a third party. The other option is to have BBB arbitration get involved to come up with a resolution if we cannot come up with an agreement. I am open to this and willing to work things out with the company. The reason I went with the company initially was because I was able to purchase the windows with installation. I am not a builder or contractor. I hope this helps to understand my point of view. Thank you. 
  
  Regards,
  
  *******************

  Business response

  03/22/2022

  We certainly can understand and empathize with indecisiveness. However, ************** initiated the cancellation and confirmed it via email. I am not aware of which emails ************** is alleging were disregarded but his logic is not based in fact. He cannot simply revert back to a cancelled order because he changed his mind, yet again.

  He is correct that lead times are currently long, but again the order was cancelled, at his request. He is incorrect that we have a signed contract that is not fully completed; we have a cancelled contact.
  

  Again, we have decided to not pursue a new contract with **************, and we wish him the best in finding another contractor for his project.
  

  Sincerely,
  

  Customer response

  03/23/2022

  Complaint: 16882653
  
  I am rejecting this response because: Thank you for asking about the emails you disregarded. We came to an agreement through email on December 2021. I confirmed what I wanted and explained to respond if you had any questions. This was completely disregarded. Please see email attachment. I also provided the receipt showing the order number where I paid in full. No new order was created and the last transaction was done with the original order number. As I said all we have is the original signed agreement to abide by. I am sorry but it seems like we cannot come to an agreement. If you need a copy of the signed contract I can provide. Thank you again 
  
  Regards,
  
  *******************

  Business response

  04/01/2022

  I have reviewed the attached email that was alleged to be ignored. The date on the email shows December 28th, 2021. This was before the (previously provided) cancellation on February 9th. They were not ignored they are simply invalid. They are pieces of a conversation about an order which was later cancelled. 

  Customer response

  04/03/2022

  Complaint: 16882653
  
  I am rejecting this response because: can you please explain your cancelation policy. From my understanding you do not allow cancellations once you have a signed contract. The primary reason this is happening is because my initial deposit was with greensky credit and it expired before pella received the windows. The windows were not received in a timely manner and therefore the credit I would have used to initially pay was not charged leaving the Pella the opportunity to not follow through with the install.  Greensky credit requires the company to install the windows. Please explain your cancelation policy for a signed contract. Thank you
  
  Regards,
  
  *******************

• Initial Complaint

  05/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After several requests to have my address removed from any and all current and future mailing lists, I continue to receive mail from this "business" (see attached). I would like to NEVER be contacted by this "business" again.

  Business response

  05/28/2021

  I have removed your address and name from our local marketing database and marked you as "do not contact". In addition to that I have included a link where you can update your contact preferences now or in the future depending on your current wishes.

   

  https://www.************************************** 

   

   

  Customer response

  05/28/2021

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

*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. ↩