Pella Windows and Doors of Northern Illinois

In response to the customer's complaint: The original installation took place on 5/25/16, at this point we needed additional material and as such scheduled to complete the project on 6/3/ We were then notified that there was a patio door screen that had a warranty defect Our service team replaced that part on 6/13/ On 6/28/we completed another warranty claim for tilt latches While it is our desire to complete all projects 100% at the time of installation, we do have situations which require additional visits We also provide and fulfill our warranty obligation when requested As it relates to the gift card, this was an error by our team and as a result we will now be sending the customer a $gift card It is our hope that this will bring a satisfactory resolution to the customer's project Sincerely, [redacted]

Sean and his team were fantastic to work with! Sean is personable, responds quickly and keeps in touch with you throughout the process I hired Sean and his team to remove wallpaper and install new wallpaper in a bedroom and a bathroom The quality of the work was excellent!

Hello, unfortunately we had a miscommunication between departments, since then we have made contact with the customer and are scheduling the final work to be completed We certainly want to resolve the customer's issue and complete the necessary work Thanks, *** [redacted]

Embarrassing! That would be how I rate my experience with this companyI purchased new windows for my whole top floor of my houseI went with pella due to the name and reputation of this company and boy was I fooledFirst visit, installers do not have all the material to complete the job but decide to tear everything out and wait till the end to tell me they will not be able to complete jobAfter multiple call to customer service we were told we had to wait weeks for another date to complete jobUnacceptable!!!! With multiple calls and no help for the salesman (REY [redacted] ) who claimed he would be involved the whole time (HA HA HA)I got job pushed ahead to weeks with promise to have completed with full crewWell one lonely installer shows upwe then were told by installer that there is no way this can be completed still missing materialsOne moth later I am still waiting for of my windows to be completedNo remorse or resolve to this case and feel like I need to get a lawyer involvedBe careful and do not be fooled by the name this company is more then a disappointment OH by the way they ran over my mailbox as they left the first timealmost weeks later and have a sub par mailbox with dents claiming to be new

Sean was very professional from our first interactionHe was recommended by a friend and came out very quickly and provided us a quoteOnce we decided to proceed, we agreed upon a time when we were out of the house on vacation, and they had our house neat and tidy by the time we got back and the painting was really well done
They even patched a water stain on the ceiling and never charged us for that
I would recommend Sernco to anyone and we plan to use them again when we move into a new house in the next year

We had Sernco Painting and Decorating come in to paint the whole upper level of our homeI contacted Sean to set up a time to come over and to provide us with a quoteHe is very professional in providing excellent customer service and is very reasonably pricedThe job was done with no mess or cleanup to be done by usWe will definitely use Sernco Painting and Decorating to paint the lower level of our home when such time we decide to paintA couple of days later Sean called us for a follow up review on the painting that was doneThat shows he is a person that takes pride in the service that he providesWe would highly recommend this company to others!

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
Even though Pella said that will take to weeks after they receive the signed contract for the installationNeedless to say, is quite a long time!!!
Sincerely,
*** ***

In response to the customer's complaint:
 
The original installation took place on 5/25/16, at this point we needed additional material and as such scheduled to complete the project on 6/3/16.  We were then notified that there was a patio door screen that had a...

warranty defect.  Our service team replaced that part on 6/13/16.  On 6/28/16 we completed another warranty claim for tilt latches.  While it is our desire to complete all projects 100% at the time of installation, we do have situations which require additional visits.  We also provide and fulfill our warranty obligation when requested.  As it relates to the gift card, this was an error by our team and as a result we will now be sending the customer a $200 gift card.  It is our hope that this will bring a satisfactory resolution to the customer's project.
 
Sincerely,
[redacted]

We have reviewed the customer's complaint and reviewed our service history with the customer.  We will be reaching out to the customer this week to schedule a site visit to determine a solution and work with the customer to resolve their concerns.
[redacted]

Our home needed an exterior paint job, stucco and brick. The new colors were quite a contrast from the old ones. We chose Sernco Painting and Decorating from the phone book and their website. Sean and his staff were very professional and paid particular attention to detail. Our home has many windows and doors, the taping of them, the eaves, facia etc. was extremely well done.

We were very pleased with the job they have done and would certainly recommend them as our painting company of choice.

We have just completed an interior paint project with Sernco. We had the whole main floor of our home painted and prior to the painting , ancient wallpaper was removed. Sean attended the site everyday of the project to check progress. The staff sent to our house, James, Tristan & Larry were all excellent workers & reps of the business. The prep on a paint job is super important & the prep done here was thorough & well done. The work area was tidied up each day and no one complained about dealing with our stuff ! Thanks to Sean , James, Tristan & Larry for a job well done !

Sean and his team were fantastic to work with! Sean is personable, responds quickly and keeps in touch with you throughout the process. I hired Sean and his team to remove wallpaper and install new wallpaper in a bedroom and a bathroom. The quality of the work was excellent!

Embarrassing! That would be how I rate my experience with this company. I purchased new windows for my whole top floor of my house. I went with pella due to the name and reputation of this company and boy was I fooled. First visit, installers do not have all the material to complete the job but decide to tear everything out and wait till the end to tell me they will not be able to complete job. After multiple call to customer service we were told we had to wait 6 weeks for another date to complete job. Unacceptable!!!! With multiple calls and no help for the salesman (REY [redacted]) who claimed he would be involved the whole time (HA HA HA). I got job pushed ahead to 3 weeks with promise to have completed with full crew. Well one lonely installer shows up. we then were told by installer that there is no way this can be completed still missing materials. One moth later I am still waiting for 5 of my windows to be completed. No remorse or resolve to this case and feel like I need to get a lawyer involved. Be careful and do not be fooled by the name this company is more then a disappointment. OH by the way they ran over my mailbox as they left the first time.. almost 3 weeks later and have a sub par mailbox with dents claiming to be new..

Hello, unfortunately we had a miscommunication between departments, since then we have made contact with the customer and are scheduling the final work to be completed.  We certainly want to resolve the customer's issue and complete the necessary work.
 
Thanks,
[redacted]...

[redacted]

Initial Business Response /* (1000, 8, 2014/06/30) */
Our customer Mr [redacted] is unhappy with the hardware on the casement window unti over his kitchen sink. We did not provide a timely solution but below is the communication from our sales rep [redacted] to Mr. [redacted].
From:...

[redacted], [redacted]
Sent: Tuesday, June 24, XXXX X:XX PM
To: '[redacted] R. [redacted]'
Subject: RE: updated papaerwork
Hi [redacted],
I'm very sorry for the poor service I have given you with regards to your issue with the handle. This is not how I show appreciation for a customer who has trusted me to assist them with their project. That being said, I'm now back and in a better position to be better responsive to your request.
Now as for your issues, I have spoken to my manager and the following is a link to handle options that Pella believes should properly address your concerns. Please take a look and I will respond asap.
http://www.blainewindow.com/index.php
[redacted]
Pella Sales Consultant
Direct XXX-XXX -XXXX
Thank you - [redacted] General Manager Pella Products Inc.
Initial Consumer Rebuttal /* (3000, 10, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Note that no actual commitment to repair or replace anything has been made. The business merely sent a web address, which seems like a minimal effort after deferring action and discussion for nearly 3 months.
I believe the hardware functions at intended and the wrong window was specified. Modifying the handle is a band-aid that makes it obvious to a prospective buyer of the home that a mistake was made. Based on prior conversation, I infer that the business's position is that they are trying to cut their losses by going with the cheapest possible work-around. The matter may have to remain unresolved. Thank you Revdex.com for forcing a response.
Final Business Response /* (4000, 21, 2014/08/05) */
Our Sales Manager [redacted] contacted Mr. [redacted] this afternoon in an effort to resolve the concern over the operation/configuration of the window in question. Pella has offered splitting the remaining balance due in order to end amicably. Mr [redacted] politely said that he is still entertaining offers of having another company come in and replace the product and he wasn't prepared to make that decision today. We would like to put this matter to rest and ensure that our customer is satisfied. Thanks
Final Consumer Response /* (4200, 19, 2014/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Resolution is rejected on the following counts:
1) The response by the business does not include a committment to resolve the problem. It is informational only.
2) The response infoms the customer of a work-around to the original problem and not a solution to the problem itself.
The original issue remains, that the business specified a product that was not a good fit for the customer's needs. The problem was compounded by a lack of responsiveness.
A proper solution to the issue at hand would be a replacement of the window with one that is specified properly. Systemic solutions would include training for employees on technical aspects of the companies offerings, and on improving customer service.

We worked with Bud [redacted] from Pella to replace the window casement hardware on two windows. After waiting 3 months for the repair, we asked for the hardware back so we could go to another repair shop. Bud admitted losing the hardware and left it at that. No help, no suggestions, we are just out of luck. I have not encountered a worse customer experience with a company. I would not recommend working with them under any circumstances.