Green Things

We have been working with this customer for quite some timeOur intention is to finish the minor adjustments that need to be completed per the e-mails the customer has sentUnfortunately based on the fact that we are now pushing for payments we have received subsequent e-mails stating that there are now problems with every productThe products are all per the specifications on the contract that the customer signed The customer owes us $20,We have asked for a substantial payment and they have refusedWe have even offered to give them a small courtesy credit for their troubles although our contract clearly states that we are not responsible for incidental and consequential damagesThey have refused payment so this project has been turned over to a collection agencyWe have also filed a lien on the propertyUnfortunately we were left no other choiceIf the customer would like us to finish the minor work left to do we will do soWe will need payment and we will still honor our offer to give them a small courtesy creditIf this is not acceptable we will continue to try and resolve this through the legal system

Pella has unfortunately been unsuccessful in our previous attempts to correct the issue because we made some mistakes and didn't get the correct replacement sash sizes ordered We are sympathetic to these issues and are truly sorry for the inconvenience it has caused [redacted] We firmly believe we know the correct sizes that are needed to finally fix this issue for [redacted] Unfortunately we are unable to schedule the work to be completed with [redacted] at this point because he has not been willing to communicate with us We wish we would have done a better job in our previous attempts to rectify the problem but I assure you no one at Pella including myself is running away from this situation We would simply like to take care of the problems with the windows

Complaint: [redacted] I am rejecting this response because:Dear Mr [redacted] ,I am happy to hear that your goal is to complete and make right Pella's installationYour Revdex.com letter implied this offer was made before, this is the first time I was offered an inspection prior to full paymentThis was my goal as well, and something I have advocated for since October Mr [redacted] as you mentioned in your Revdex.com letter did talk to me in late October I am also pleased that you finally want to inspect the quality of Pella's installation I wish you took this position prior to the lien.When windows are missing and the heat cannot be stabilized flooring can not be installed (e.gmissing floor refereed to in your Revdex.com letter) [redacted] will corroborate that they wanted a stable temperature of degreesSo yes, my construction was delayedIt is not ridiculous to consider the project abandoned, no one has been on site in over month, not even to check the installation.At this point I do not feel like a valued customerI paid my 1st installment, waited months for completion, my concerns voiced in October were not addressed, and when my emails were finally answered, a demand for full payment was made without even the offer of an inspection to assure quality, and a lien was placed on my home This is a bit skewed in your favor.My list of issues has not grown I voiced my concerns in October with Mr [redacted] directly, some he fixed As exampled by the mistakenly cut exterior trim and missing windows.I am a teacher in [redacted] , and my husband is working in [redacted] on a deadline We can meet any day expect Thursday next week at 6: I look forward to reviewing the project with your installation manager Will you attend? Hopefully, we will have a meeting of the minds, and resolve all issues quickly and efficiently As I made you aware I am in the process of estimating the repairs We need to move the project forward[redacted] Regards, [redacted] ***

I received the attached letters and understand this complaint has been continued by *** ***
We apologize to *** *** for the problems he has experienced with these windows and simply want to bring resolution to the situation. We are the first to admit that our previous attempts to address the problem have not been successful and are confident that we have identified the reason why the previous sash sizes did not work. We truly want to fix these window units once and for all for *** ***.
Additionally, we are living by the terms of our contract agreement with *** *** and our warranty by trying to remedy the situation and would obviously like to opportunity to finally close this out. We are hopeful *** *** will allow us this opportunity

This is easily resolved. We will have our Installation Manager come to the home and review the project. He will make a list of what needs to be done. Once the list is complete we will have you sign off on it that you agree to it. Once the list is agreed upon the money needs to be placed in escrow. Once the money is in escrow we will complete the work.  We have never walked away from a project and quite honestly we would prefer to not have to solve this in court but your unwillingness to commit to placing the money in an escrow account is the only hold up here.Please respond via e-mail that you understand and agree to the following. 1)You will sign off on a finite list of what needs to be done based on what we find when we walk through and review the window installation. 2)That you will place the money in escrow once the list is developed3)That you will personally guarantee that we will be paid when the work is complete.Once we hear back in writing we will schedule the meeting.If you are unwilling to  put the money in escrow once we develop a list, then we will not continue to go in circles via e-mail. We will turn the project over to our attorney to file suit.Please let me know your intentions by Monday at 5:00pm and we will proceed accordingly.[redacted]

As has always been the case we are willing to finish out the project. We acknowledge that we do have caulking to do on the exterior. Our contract does specify that weather can hold up a project. Caulk cannot be applied without the proper surface temperature. As for the claim that there are problems with the windows specified it is the first we are hearing about it. I have copied below a correspondence from Mrs. [redacted]. I t does not mention all of the issues that have now arisen because we want payment.To all concerned:  It seems by Mr. [redacted] recent email requesting a walkthrough for payment on a project not yet complete that you must have overlookedmy email, so I am forwarding it.  I find your sudden urgency surprising, Iwish you had been this aggressive about expediting my project that was to becompleted in three days in early October. There is still garbage in my basement that was suppose to beremoved months ago.  The basement window are unfinished.  As you cansee by my email, I was not "completely" satisfied with thescheduling, timely completion, or the professionalism (broken glass, garbage,lack of daily tidying-coffee cups inside and outside) of the work. I would love for the financial manager to email me regardinga resolution to the delayed work that to date is still not complete.  I donot take or make calls during teaching hours. [redacted]I would propose that I along with our Installation Manager [redacted] will come out and review the project with the [redacted]'s. Prior to doing that the entire balance will be placed in a lawyer of your choosing's escrow account. We will inspect and document the installation and discuss Mrs. [redacted]'s concerns. We will schedule a date to complete the work. At which time the work will be reviewed by [redacted] and the [redacted]'s and payment will be released from the escrow account. At the time the payment is released we will release the Lien on the [redacted]'s property. If this is acceptable please let me know and we can meet early next week.[redacted]

Complaint: [redacted]
I am rejecting this response because:Dear Mr. [redacted],I am happy to hear that your goal is to complete and make right Pella's installation. Your Revdex.com letter implied this offer was made before, this is the first time I was offered an inspection prior to full payment. This was my goal as well, and something I have advocated for since October 2014. Mr. [redacted] as you mentioned in your Revdex.com letter did talk to me in late October.  I am also pleased that you finally want to inspect the quality of Pella's installation.  I wish you took this position prior to the lien.When windows are missing and the heat cannot be stabilized flooring can not be installed (e.g. missing floor refereed to in your Revdex.com letter).  [redacted] will corroborate that they wanted a stable temperature of 63 degrees. So yes, my construction was delayed. It is not ridiculous to consider the project abandoned, no one has been on site in over 4 month, not even to check the installation.At this point I do not feel like a valued customer. I paid my 1st installment, waited months for completion, my concerns voiced in October were not addressed, and when my emails were finally answered, a demand for full payment was made without even the offer of an inspection to assure quality, and a lien was placed on my home.  This is a bit skewed in your favor.My list of issues has not grown.  I voiced my concerns in October with Mr. [redacted] directly, some he fixed.  As exampled by the mistakenly cut exterior trim and missing windows.I am a teacher in [redacted], and my husband is working in [redacted] on a deadline.  We can meet any day expect Thursday next week at 6:00.  I look forward to reviewing the project with your installation manager.  Will you attend? Hopefully, we will have a meeting of the minds, and resolve all issues quickly and efficiently.  As I made you aware I am in the process of estimating the repairs.  We need to move the project forward.[redacted]
Regards,
[redacted]

Pella has unfortunately been unsuccessful in our previous attempts to correct the issue because we made some mistakes and didn't get the correct replacement sash sizes ordered.  We are sympathetic to these issues and are truly sorry for the inconvenience it has caused [redacted]  We firmly believe we know the correct sizes that are needed to finally fix this issue for [redacted]. 
 
Unfortunately we are unable to schedule the work to be completed with [redacted] at this point because he has not been willing to communicate with us.  We wish we would have done a better job in our previous attempts to rectify the problem but I assure you no one at Pella including myself is running away from this situation.   We would simply like to take care of the problems with the 2 windows.

Complaint: [redacted]
I am rejecting this response because:
The response form Pella brings no resolution to the situation at hand. There belief in having right solution to fix the problem by either replacing the shims or sashes had done nothing after numerous attempts at it over several months. Pella's response of "Having right size of slashes would fix the problem" is not new to me. I have several emails with that claim and request to give one last chance over and over again. I can submit those email conversations as evidence if so required by Revdex.com. 
The claims that I am stopping them to try their latest fix is outrageous. If Revdex.com asks Pella to open up their service records, they will show at least 10 attempts to solve this issue and at least 3-4 instances with right size sashes itself. After their last attempt to fix the problem, Pella NJ just dropped the ball on the problem and me. Please remember this is after I bought worth 30K of windows with them. I have emails where I tried contacting [redacted] over and over again to respond on what is his next step and begging to fix the issue but there is no communication from him or Pella. Later, I came to know (form Pella Headquarters) and also acknowledged by [redacted] that he just thought that someone else was taking care of window issue and just dropped the ball for over three months.
I am appalled by the audacity of their claim after I let pella fix the issue for almost an year and times that I don't even have count anymore. It was me who was doing regular follow up and and chasing Pella for more than 8 months.
I want to get rid of this agony. There should be an example made of their disservice to their customers and arrogance that they behold.
I request Revdex.com to continue to fight for the rights of the customers of new jersey standby with them against the unscrupulous businesses. 
I want my money back for those two windows as requested before. If they have even an iota of self honor and respect, they should comply immediately.
Regards,
[redacted]

We have been working with this customer for quite some time. Our intention is to finish the minor adjustments that need to be completed per the e-mails the customer has sent. Unfortunately based on the fact that we are now pushing for payments we have received subsequent e-mails stating that there...

are now problems with every product. The products are all per the specifications on the contract that the customer signed.  The customer owes us $20,000. We have asked for a substantial payment and they have refused. We have even offered to give them a small courtesy credit for their troubles although our contract clearly states that we are not responsible for incidental and consequential damages. They have refused payment so this project has been turned over to a collection agency. We have also filed a lien on the property. Unfortunately we were left no other choice. If the customer would like us to finish the minor work left to do we will do so. We will need payment and we will still honor our offer to give them a small courtesy credit. If this is not acceptable we will continue to try and resolve this through the legal system.

Please note that we have resolved this matter with Mr. [redacted] and are providing the additional $4,000 credit. Thank You,[redacted]Pella Windows and Doors

We are in receipt of your letter and apologize we have not responded to previous requests as your letter mentions. I assure you this was an oversight as we make it a priority to maintain the highest rating possible with your organization.
I am very familiar with the situation surrounding this...

customer [redacted] and your complaint ID [redacted] as per the attached letter.
Unfortunately [redacted] has experienced problems with 2 of the windows he purchased from us and we have tried unsuccessfully on a few attempts to remedy the situation. We do believe we have the correct sized replacement parts/sashes ordered and sitting ready to go in our warehouse that will take care of this problem. Unfortunately [redacted] is now refusing to allow us to perform the service work needed to remedy the situation.
We fully understand [redacted]'s frustration with the delays caused by these failed attempts to alleviate the problem we are committed to getting this right and truly just want to fix the problem with his 2 windows and are highly confident we can do that. Therefore it is our position that this is a warranty issue and per the terms of our contract with [redacted] we have the right to correct that issue.
We do welcome your feedback on the situation and anything you can do to help us work through this situation. It is equally important to Pella to maintain the highest rating level with the Revdex.com in New Jersey.

This issue has been resolved, We received the customer’s check on March 13,2017 and as per our agreement we have accepted her check as payment in full.   Jack

1. The original purchase and install of the product was from [redacted], 2. The warranty is provided by Pella Corporation 3. Pella Windows & Doors is an independent franchise selling and servicing Pella Windows 4. The warranty on the windows is 2 years on labor, 10 years on product. 5. The window was...

purchased from [redacted] in 2006 6. Per the warranty the new product was shipped to customer at no charge 7. Per the warranty, Pella Corp is not responsible for labor to re-install new window 8. If the customer wants to pursue this further, any complaint should be directed to either [redacted], who sold and installed the window or Pella Corp 9. Pella Windows & Doors should be removed from this complaint, as it did not sell, install the window or provided the warranty

I am sorry for the customer's hardship. We have communicated through the Revdex.com as well as directly with the customer. We had a sales manager at the project to review it. Her claims it was abandoned is ridiculous.  She claims we held her up from renting the property, when we visited it had no floors. You could see through to the basement. The list of issues has continually grown from minor to every window has a problem since we demanded payment. We have offered to meet and develop a list of items that she would like addressed. Once we develop a list we would like her to put the balance owed in escrow and we will complete the list of issues.  To date we do not have a meeting set up. This is a stall tactic as it appears she does not want to pay for the work that was done. This is our final effort to review the project and if the [redacted]'s are unwilling to do so and put the money in escrow, we will be filing suit in [redacted] County, New Jersey. I am confident and our legal counsel is confident that the matter will be resolved in our favor.

I apologize for this not being addressed at the time the complaint was issued. l was unaware that it was out there and unresolved. Obviously a considerable time has passed. In looking at the project it appears the project was completed and a credit was issued to the consumer. We apologize for the...

delay in response and in the delay in completing the project.
One of the issues with this was the multiple Revdex.com listings which my e-mail address has since been linked to. The issue was addressed with the consumer but no response sent to the Revdex.com.

Complaint: [redacted]
I am rejecting this response because:
Dear Mr. [redacted],This is a rental house and not my primary residence.  The project was to be finished in early October, my husband's father died in November, this was a very stressful time for us.  In retrospect, I wish I had encouraged my husband to pay closer attention to the installation, but with his father's death I tried to do it on my own.  I gave Pella full access to my home, and based on their reputation (I checked Revdex.com and am an Angie's List member) felt that I did not need to oversee the installation.  I knew as per the contract that we would have a final walk through to guarantee satisfaction prior to payment.My concerns about time and quality were noted in emails as early as October.  When I spoke to Mr. [redacted] he agreed and assured me that the mistakes the installers made would be repaired, and I would be satisfied with the end result.  He seemed truly concerned and apologized for the work conditions.  I had no reason not to trust he would keep his word and ensure proper installation.When I was contacted for payment, I was surprised.  I immediately had my husband who is a woodworker and installer carefully check the work, (which we knew was still not complete as of late December).  When I voiced my concerns, downsizing, poor installation, delays...I was threatened with a lien if payment was not made immediately.No one inspected the installation.  This project was abandoned in late November.  I am the victim here. Pella is the aggressor, Pella placed a lien on my house before verifying that my complaints were valid/invalid.  What is my recourse? Litigation?As a consumer, don’t I have a right to properly installed windows?  These are not minor/cosmetic adjustments.  When were my windows inspected for quality? Mr. [redacted] should inspect the work – this is the logical next step.  Only then can we move forward based on concrete verifiable information.  Checking the quality of your installation should not require money in escrow, that is unreasonable.  At this point, your company is relying solely on your installer’s word.  I would think that you would want to make sure I am not correct.  I have numerous pictures, and am in the process of acquiring estimates for repair, so that I can move forward with my fire restoration. 
Regards,
[redacted]