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Business Profile

Window and Door Installation

Pella Windows & Doors of San Antonio

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Window and Door Installation.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/06/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 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

    Date: 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

    Date:06/07/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 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

    Date: 06/19/2023

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

  • Initial Complaint

    Date:10/27/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 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

    Date: 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.

Pella Windows & Doors of San Antonio is NOT a BBB Accredited Business.

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