Pella Window & Door Company

Dear Revdex.com,I just got your email today and am replying within a couple hours of receipt.  I never got your previous attempt, and make it a habit to reply promptly concerning the rare Revdex.com complaint.Dr. [redacted] is correct in what he describes about the trim to finish his door.  We could not...

custom-match the profile of the trim and he sought a solution from a third party, presumably [redacted].  We agree reimburse for the additional cost to Dr. [redacted] for this work which we understand has already been completed.  However, we have left Dr. [redacted] two voice mails that have gone unreturned in an effort to close this matter by deducting the documented sum fro his remaining balance.  We would simply need a copy of the invoice from [redacted] to [redacted].  If Dr. [redacted] would kindly communicate directly with David D[redacted] as Dave has sought, this matter can be quickly remedied.  We believe that Dr. [redacted] is completely inaccurate about the errant mailing of his invoice to [redacted].  We do not mail final invoices for Retail consumer installations because we collect upon completion of the project. Nor do we mail out statements as a matter of process unless it is specifically requested by a customer or our Project Manager.  Dr. [redacted] and the owner of [redacted] are friends, so I do not even understand the relevance of the invoice matter, nor believe it to be true.  Regardless, it is irrelevant.While we regret that this matter is not already closed to Dr. [redacted] satisfaction, the involvement of the Revdex.com was entirely avoidable with direct communication by Dr. [redacted].  The Pittsburgh branch for Pella ranked #1 for the second time in three years among the 70 branches nationwide in 2016.  We take pride in delighting our customers, and if they encounter a point of concern, recovering quickly as one would expect from a leading brand.  We are saddened to hear of Dr. [redacted]' promise to not to refer business to us since all we sought was responsive communication to close this matter to his satisfaction, and continue to have a clean scorecard with the Revdex.com.Dr. [redacted] can call David at ###-###-#### or email documentation requested above to [redacted]Thank you for your assistance in this matter.

Review: 6/8/04 I purchased 5 designer series windows along with 10 Architect series windows. 4 years in the Designer series windows started frosting up between the glass. 2013 I noticed that the Designer series windows were icing up completely to the point that you can not see out of the windows. The Designer series along with the Architect windows are located on 3 different sides of my house. All of the Designer series windows are iced up and the Architect series windows are clear. I have on the same wall an iced up Designer series window 4 feet away from a clear Architect series window. In February 2013 I phoned ([redacted])the company that sold, stained and installed my windows. I was advised at that time that possibly the air vents were clogged. I checked the air vents and cleaned them out. They were not clogged but I checked everyone as I was advised. The windows continued to ice up in between the glass. I have contacted [redacted] and Pella numerous times by email and phone. Pella and [redacted] are now telling me that it is moisture from the house. If moisture is causing the problem why are the Designer series icing up and the Architect series clear. [redacted] then sent a service technician out to inspect the window. He inspected the clear Architect series windows along with the iced up designer series. He commented that the windows were in excellent condition and also put that note in the Pella file. He stated that the house does not have a moisture problem as none of the other windows even had condensation on them. He suggested that possible moisture is coming up through the wood and windows should be re-stained. Although the windows were in excellent condition (his words not mine)I re-stained 4 of the 5 Designer series windows. All 5 of the Designer series windows are still icing up to the point that you can not see out of them.Desired Settlement: I would like to be able to see out the windows the months of December,January and February. I feel that Pella or [redacted] should honnor their warranty which states they can repair, replace or refund the original purchase price.

Business

Response:

The following is in response to complaint ID # [redacted]. We are currently working with this customer to resolve the issue.

The Designer Series windows in question are a different style window compared to the Architect Series. The Designer Series window is made up of a single piece of annealed glass with a double glazing panel which is removable, and the space between the two panes of glass is pine and can be used to house shades or grilles. The Architect Series window contains an insulated glass unit and does not have a removable glass panel or the option for between the giass accessories.

When the customer initially made contact with us on 2/7/13 about this problem, we had offered to send a technician to his home to try to diagnose the problem. The customer declined due to the service charge so we walked him through things to check to resolve the problem, including cleaning the breather out if they happened to be clogged. His product is almost 10 years old. The warranty for this particular product is 10 years on parts, and 2 years for labor, hence the service trip fee.

The customer reached out to us again in December 2013 about the same problem. The customer again declined to pay the service charge. We advised the customer that re-finishing between the windows to re-seal the wood. As the finish breaks down between the glass, that exposes the wood and allows moisture that is present in the air get inside of the wood. When the sun heats the area up between the glass the moisture is expelled from the wood and can be visible on the glass as condensation or ice if the surface temperature is cold enough. We then mailed the customer a packet of information about condensation for Designer Series with DGP as a checklist for the customer to inspect his windows for a possible cause of the condensation between the glass.

We then got notification on 1/20/14 from Pella Corporation that the customer had contacted them and asked us to set up an appointment to inspect the units, and that Pella Corporation would cover the inspection fee.

We set up a service appointment with the customer on 1/30/14 to inspect the windows, at no charge. The technician was unable to come to a conclusion and suggested to change one sash and DGP, one sash and re-use existing DGP, and install one new DGP into an existing sash and use the process of elimination to determine the problem. The customer has agreed to this step of attempting to determine the cause. All of these parts are covered under the warranty. We currently have the parts on order and we will contact the customer today to set up a goodwill service visit to install the parts.

We have always been committed to customer satisfaction and working with our customers to get to a resolution to any problem that they might be experiencing and we plan to do the same for this customer.

Consumer

Response:

The resolution to this problem has not been made clear by Pella at this time. Pella is going to give me a few differant parts that they want me to install on 3 differant windows to see if any of the parts corrects the problem on any of the windows. 1st I do not know how to remove the sash and replace it with a new sash.

Review: Bay window was replaced by Pella in 1994 because it rotted the wood from the inside out. I contacted Pella in 1999 and Mr [redacted] from Pella came to my home and said only the center portion was rotting. He would have that portion sent out. Upon receipt it was obvious this could not be installed without totally rebuilding. The original was factory assembled as a unit.The rotting has happened again and Mr [redacted] came to my home 9/10/2014 and verified. He remembered coming out in1999. He told me I would have to contact his service dept, he only handled installations. I called and a representative ([redacted]) took all the information on 9/11/2014. [redacted] said a eplacement cold be had the first or second week of October.I called 9/22 to check on status and was told I would be called back. I called 9/24/2014 and was just told that the wood portion of the window was only warranted for 10 years the glass for 20. They were denying my claim. This company and their representatives have not been honest and perspective customers should be warned.Desired Settlement: This window should be replaced. Pella honored the replacement once and attempted a half measure once. I left it rot because of what their representative ([redacted]) had told me in 1999. Had I known they would only replace within 10 years, I could and would have had them come out and replace in 2008. I only waited as long as I did so that their representative ([redacted]) would see that the whole window was rotted.

Business

Response:

Dear Mr. [redacted],

I just received your complaint through the Revdex.com today in the mail. It is difficult to have a full understanding of what the history is here because you cite [redacted] coming to your home in 1999. However, that is impossible as I personally started my management career with Pella in 2001, and I hired [redacted] who started with Pella on 8/16/2004. He was only 19 years-old in 1999 and not working for us.

Therefore, I am guessing there is some confusion about other details as well. Our warranty was clearly stated by [redacted] as being 10 years on the window frame (wood) and 20 years on glass for seal failure. Moreover, I just tried to find any previous service records under your name or address, and there are not any entries for services conducted in your home since the implementation of our Pella Service System since its advent in February 2002. We can only presume from the service records that your Pella products performed without incident during the entire warranty period, and beyond.

I just spoke with [redacted]. He remembers being at your home around four or five years ago, then again on September 10, 2014. He told me that your desire was to not have to pay for anything. Unfortunately, your warranty expired in 2004, ten years after your 1994 purchase. Pella consistently and reliably honors its warranties, but also is protected by its limitations as well, including the duration.

If you would like us to give you a quote for replacing the bay window, I am willing to assist through giving you a price that is better than the promotion we have running at the time. If it is service that you need, I can arrange for a quote for parts and labor at our standard rates. I copied [redacted], so you can email him directly if service/parts are what you seek.

Please let me know the direction in which you want to proceed. I restate very clearly that the warranty has been long expired; however, our desire is to assist you in improving your situation to a satisfactory conclusion.

I look forward to your reply.

Thank you.

Sincerely,

[redacted]Regional Manager