Pella Windows and Doors - Northland

See the attachment for our resolution to this customer Diane ***

Good morning,Pella Northland has provided multiple good will site visits to the residence to review the homeowners issues Pella has also enhanced the weather stripping for the product to ensure that air infiltration is not occurring, completed during the summer months Pella has also provided written materials regarding condensation, had multiple phone conversations as well as multiple onsite conversations discussing how to control the home environment and recently provided three hydrometers for the homeowner to perform home environment tests during the month of January Pella Northland is willing to work on the issue with the homeowner.Condensation is not a warranty issue or a reason for product replacement and has to be controlled within the home environmentDave ***Service Manger, Pella Northland

After talking to the tech involved with the servicing of the door he did say that the w/s did rip at the foot bolt times and he was able to repair the area that caused the tearing at the interlockerThe vent panel was also replaced on this door as well as the thresholdAll of these items are serviceable and were replaced under warrantyThere isn't any indication since May that there are any other issues brought to the Pella service departmentWe can set um another meeting with [redacted] and the installer to address any current needs on the door but at this time there isn't any reason that Pella would replace the door since all the issue are repairableWe can contact [redacted] and Craftsman choice to set a time for an onsite meeting to review the complaint if agreed to by ***

I met with *** today to review the issues on his doorIt was determined tha the largest issue and the one that warrant a new product was related to the installationI will be working with the installer on behalf of *** to help resolve the install problems

I am rejecting this response because: because the door is still messed up the track on the top of the door is squeaking and rubbing on the top track the weather stripping is bad againnails coming through the door frameI would like pella to come out and take a look at it and tell me there opinionI included pictures this time and also craftsman's choice was suppose to contact youemail includedmore pictures can be provided

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Good morning,Pella Northland has provided multiple good will site visits to the residence to review the homeowners issues.   Pella has also enhanced the weather stripping for the product to ensure that air infiltration is not occurring, completed during the summer months.  Pella...

has also provided written materials regarding condensation, had multiple phone conversations as well as multiple onsite conversations discussing how to control the home environment and recently provided three hydrometers for the homeowner to perform home environment tests during the month of January.  Pella Northland is willing to work on the issue with the homeowner.Condensation is not a warranty issue or a reason for product replacement and has to be controlled within the home environment. Dave [redacted]Service Manger, Pella Northland

After talking to the tech involved with the servicing of the door he did say that the w/s did rip at the foot bolt 2 times and he was able to repair the area that caused the tearing at the interlocker. The vent panel was also replaced on this door as well as the threshold. All of these items...

are serviceable and were replaced under warranty. There isn't any indication since May 2016 that there are any other issues brought to the Pella service department. We can set um another meeting with [redacted] and the installer to address any current needs on the door but at this time there isn't any reason that Pella would replace the door since all the issue are repairable. We can contact [redacted] and Craftsman choice to set a time for an onsite meeting to review the complaint if agreed to by [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I received three phone calls from three different...

individuals on the same day within hours of each other. I was unable to rapidly return those calls due to working that evening followed by scheduled clinical for my bachelors in nursing program. I was, however, able to set up an appointment with the service team yesterday, 10/41/16. They will be coming to our residence on 11/7/16 to attempt repairs as discussed and noted in the business response letter to the Revdex.com. Pending satisfactory outcome of repairs, we are pleased to finally have someone listen to us and have an appointment set up. We are eager to have everything completed while are trying to remain optimistic that repairs will be sufficient. Despite the frustration in this process, we were always treated kindly and with respect from the sales team. We encourage the service department to work on their follow-up with the sales department and customers. We also encourage the sales team to follow up with their customers "keeping them in the loop" instead of passing responsibility onto another department and assuming it is handled. The sales representative is the customer's first experience with the company and the go-to for assistance. We rely on them to make sure we are "taken care of" as promised during the business transaction. Thank you to Pella for finally acknowledging our issues in our large home investment. Thank you to the Revdex.com for prompt follow through in this complaint. Very respectfully,[redacted]

Attached are two letters that describe our response to our customer [redacted] and a signed acknowledgement back from here.  Thank you for allowing us to respond.   Diane [redacted]

See the attachment for our resolution to this customer.   Diane [redacted]

Dear Revdex.com, Thank you for giving Pella Northland, LLC the opportunity to respond to the concerns from April 26, 2016.  Pella products were installed in the Mr. [redacted]’s residence in July 2015. In January 2015, the homeowner contacted Pella Northland, LLC, to discuss...

concerns regarding his heating bill.  The homeowner requested to have a tech to come out and inspect the recently installed products.  On February 8, 2016, Pella sent out a tech to inspect the HO’s product. The technician took pictures, inspected the windows and the weather strip to ensure the product is operating correctly and the units are sealing appropriately.  The technician was unable to detect any defects or installation errors regarding the windows function or performance.  On request of the homeowner, Pella also sent out our lead installer go out as a good will gesture to inspect the windows.  Our installer has visited the homeowner’s residence twice, and based on recommendation of the city, he removed the stool and caulked where the city recommended.  The Lead Installer confirmed that the windows have been foamed and installed properly.  Pella follows specific and stringent installation instructions to ensure proper measures are taken to comply with city and state code rules when installing windows and doors.  Pella will continue to honor its warranties should product concerns arise in the future with Mr. [redacted].  Additionally, based on Mr. [redacted]’s request, two members from our retail team are meeting with him to discuss his concerns further on Monday, May 9th. Please let me know if there is any other information we can provide. Sincerely, Diane [redacted] Customer Service Supervisor Pella Northland, LLC  [redacted]