All Floors

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below When the Pella representative visited our home in May to address the other parts of my complaint, he informed my husband that they were ordering a new kitchen screen door for usHe said they would order a new screen door with a bar across the middle and that it would take a couple of months to come inIt is now August, and we have had no further communication from Pella until I reopened the complaint Despite the fact that the sales person tightened the screws, the screen continues to loosen and almost fall out of the doorThe problem is not that the screws loosen--I understand that happens over timeThe problem is that the screen frame is too narrow and does not fit properly under the screwsIf one side is seated securely under the screws, the opposite side barely overlaps the opposing screwThe frame should be wide enough that it fits securely under the screws on both sidesThat is not the case with the screen that Pella installedI owned another screen door of the same design, and I never had a problem with that screen falling out because the frame was wide enough to seat securely under the screws on both sidesEven though the screws loosened over time, the screen never fell outIn contrasts, the screen that Pella installed falls out because its frame is not wide enough to fit under both screwsI am not only dissatisfied that Pella has not corrected this problem, but even worse, their representative evidently lied when he told us that Pella would order a replacement screen doorI don't understand why they can't make a new screen whose frame is slightly wider so it fits under the screwsThat's all it would take to resolve this problemI very much regret choosing Pella windowsThe installer damaged windows during installation and didn't acknowledge it, and the screen design is faultyRegards, [redacted] ***

[redacted] called to confirm acceptance of response as resolved, only if the business follows through with all repairs on date scheduledAlso need to be sure kitchen strom door screen is accurately fit and wide enough to fit under the clamps with out rigging it

Our Sales Rep Patrick [redacted] met with the customer on Friday 5/5/They discussed the outstanding issuesAs of today everything has been ordered and we are scheduled with the customer to return on 5/and address the issues that were brought to our attentionI am confident this matter will be resolved when we return on 5/ Thanks, Sean [redacted] Pella Windows & Doors President

Unfortunately this complaint is full of inaccuraciesThe window that was installed was the exact window that was contracted and ordered for the kitchenWe have fulfilled our contract with the customerWe certainly strive to make our customers very satisfiedOur Sales rep Paul Barnes has been to
the home and tried to address the issue on several occasionsThe reason for the complaint is the homeowner does not like the proposed resolutionWe have offered to change the window for the customer from what they have ordered to a new wood window that would have slimmer linesAll we have asked is for the homeowner to cover the cost of the window and installationWe are not looking to profit on this situationFrom a legal standpoint the window that was installed is exactly what they contracted. The offer still standsWe will replace the window but we will need the cost of the new window and labor paid for by the homeownerWe believe this offer is fair and we are willing to do it to resolve the issue. T hanks, Sean *** PresidentPella Windows & Doors

I am sorry that the customer is not happy with the responseWe have had both Service and our Sales Associate tighten the screws and they are operating exactly how the storm door company Provia intends them toReplacing the storm door will not change the design of the doorThese doors are engineered and tested to perform and this door is performing as it is designedThe screws are there so the panel can be taken in and out and will require being tightened on rare occasion

We apologize to the customer for the inconvenience and the lack of communicationWe have offered a 25% discount on the project to resolve the issueThe project can not be done at no charge per the requestWe look forward to helping resove the issue and again apologize for the problem.*** ***

Our Sales Rep Patrick [redacted] met with the customer on Friday 5/5/17. They discussed the outstanding issues. As of today everything has been ordered and we are scheduled with the customer to return on 5/24 and address the issues that were brought to our attention. I am confident this matter will be...

resolved when we return on 5/25.    Thanks,   Sean [redacted]  Pella Windows & Doors   President

We appreciate the customer acknowledging our completion of the items on the list. The one area that she thinks is left open was also addressed. The issue with the storm door is that there were screws that were loose causing the issue. The storm door was installed well and looked great. Once the screws were tightened the door performed per the manufacturer's specifications. This was a warranty issue that was addressed. The door is in good working order and does not warrant replacement. If there are new issues with the doors we will address them but otherwise consider this matter as being dealt with.Thanks,Sean [redacted]  President,  Pella Windows & Doors

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  When the Pella representative visited our home in May to address the other parts of my complaint, he informed my husband that they were ordering a new kitchen screen door for us. He said they would order a new screen door with a bar across the middle and that it would take a couple of months to come in. It is now August, and we have had no further communication from Pella until I reopened the complaint.  Despite the fact that the sales person tightened the screws, the screen continues to loosen and almost fall out of the door. The problem is not that the screws loosen--I understand that happens over time. The problem is that the screen frame is too narrow and does not fit properly under the screws. If one side is seated securely under the screws, the opposite side barely overlaps the opposing screw. The frame should be wide enough that it fits securely under the screws on both sides. That is not the case with the screen that Pella installed. I owned another screen door of the same design, and I never had a problem with that screen falling out because the frame was wide enough to seat securely under the screws on both sides. Even though the screws loosened over time, the screen never fell out. In contrasts, the screen that Pella installed falls out because its frame is not wide enough to fit under both screws. I am not only dissatisfied that Pella has not corrected this problem, but even worse, their representative evidently lied when he told us that Pella would order a replacement screen door. I don't understand why they can't make a new screen whose frame is slightly wider so it fits under the screws. That's all it would take to resolve this problem. I very much regret choosing Pella windows. The installer damaged windows during installation and didn't acknowledge it, and the screen design is faulty. Regards,  [redacted]

[redacted] called to confirm acceptance of response as resolved, only if the business follows through with all repairs on date scheduled. Also need to be sure kitchen strom door screen is accurately fit and wide enough to fit under the clamps with out rigging it.