Pella Windows & Doors of Cleveland, Akron, Canton, & Yougstown Reviews (%countItem)
Pella Windows & Doors of Cleveland, Akron, Canton, & Yougstown Rating
Address: 26150 Richmond Rd, Bedford Hts, Ohio, United States, 44146-1438
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On August 28, 2018 we ordered windows for $14900. We charged half of the amount $7450. on our credit card. Installation was the end of November 2018. We immediately sent pictures, texts and emails of ice on glass and wood and temperature readings to Frank S. We bought hygrometers which measures humidity. The readings proved it wasn't from humidity in house. Frank S, the salesman said pictures seemed extreme! *** email stated, the installer said there is a problem. We asked for a refund numerous times due to the defects not being addressed and the issues getting worse. ***/Pella stated numerous times in emails that there is No Refunds. We asked to see where that is stated as we could not find any mention of "no refunds" and they never showed us. We have submitted numerous pictures of ice forming, mold growing, inconsistent seals around windows to wood where water pools causing mold on windows that were not even 4 months old. Two service techs stood in the house refusing to leave after they were at the house all day replacing weatherstripping (for something we were told would take an hour or two). They refused to leave until *** signed a paper which she stated verbally and in a text that she signed under duress. Hindsight we should have called the police to make them leave. *** then charged the second half ($7450) without our signature, consent or credit card present. We started a dispute for the second charge with our credit card company due to the defects. Our credit card company after seeing the proof of photos, texts, emails went for the first payment and the second payment. On July 9,2019 State Farm sent us a letter stating the dispute was resolved in our favor and the temporary credit for the $7450. charged on 8-28-2018 was now a permanent credit. As for the second charge *** and I agreed to let that charge remain as *** stated to State Farm that they did provide something. *** will claim that they were trying to work with us, but they only would make mention of small cosmetic issues such as the roll screen guides and outside capping (not complete). No one from *** or Pella (two complaints filed with Pella also) will to this day address the mold between the glass and wood , the ice formation on the wood or the temperature differences. ***/Pella claim the windows are not defective, but yet they replaced weatherstripping on ALL of their brand new windows (except one small window). The weatherstripping they replaced bent when the windows closed so it still does not seal properly. We have infrared imaging and thermal imaging pictures showing the extreme cold coming in at the edges of the windows. The pictures we took look exactly the same as the class action lawsuit that was filed by consumers and the consumers won that case. ***/Pella state the windows are under warranty, yes the windows maybe and that's the scam part. The way the sealant/caulk is on the windows it allows the water to pool, and mold to form and rot the wood and affect the structure of the house. While the windows are under warranty, you have to pay the labor for them to remove the old windows and install the new windows. Who fixes the structure of the home?
They charged the credit card without the card being present and we were not aware of the charge.
We want to know where the No refund policy is written.
Only half of our house is Pella. The other windows are fine! One room has one Pella and one competitor window, while the Pella has ice....the competitor does NOT.
First we want to address the allegations that our field members would not leave the home and forced them to pay. That is simply a defamatory remarked that is in no way, shape or form, true. We are a very reputable company that has been in business for 87 years and we take customer service very serious. We would not still be in business today if that is how we treated customers.
We will admit we had issues during the installation of these windows. The ***’s ordered custom color exterior clad windows and the sales rep made a mistake and did not order custom color coil that is needed to trim out the exterior of the window. So we installed the windows but did not trim the exterior as we had to order the material. We did not realize that getting the custom color was such a long process and it took forever to get the material. Then once we went to install the coil, you could see a seam at every bend. Almost like they took a normal color coil and painted over it. So when it was bent it would show underneath. So we had to order again and schedule to reinstall.
Throughout all of that the customer had concerns about condensation. We went out several times to add enhancement weatherstrip and catches and things of that nature to try and help but it is not the window that is creating condensation, it is the environment they are in. Condensation is the result of high humidity levels and air with high humidity holds water vapor until it comes in contact with a surface temperature that is less than or equal to the dew point. Glass is naturally going to be the coldest surface in most homes, so that is where the condensation will occur. We have tried to explain this and give some tips of things they could do to reduce this but the customer does not want to hear it. I have attached an manual regarding condensation but we also guide our customers to go to the Revdex.com website and research condensation as well.
The ***’s did not want to hear our explanation regarding the condensation and did their own research on-line and found class action lawsuits that were settled for old Proline product, which is not what the ***’s have, but because of this they feel we sold them faulty product. The product involved in the class action lawsuit was for Proline casements, awnings, or transom windows manufactured between Jan 1, 1991 to Dec 31, 2009. The ***’s purchased architect series windows in 2018.
They also mention water pooling on the windows and sealant not being even. I have attached the pics that show what they are talking about and again the windows are performing as designed. The sealant they are referring to is a flexible sealant called butyl. Butyl is added to the sash of the window and the glass is then pressed into place which causes the butyl to ooze and seal the glass to the window. These are wood windows with a metal exterior skin and the pictures show the water on the outside of the sash where the clad meets the glass and the sealant is there doing its job. If there was a defect in the sealant that product has a lifetime warranty against rot. We have explained that to them.
After not getting the refund they were seeking and not wanting to hear what we have to say regarding the condensation the ***’s filed a charge back against their credit card. They did this on 6/10. On 6/14 we reached out to reconfirm our service date to go back and coil the windows and add sash catches and we were told “do not come, windows are not correct. No sense capping defective windows” at that time we did not know about the credit card charge back. Since then we have tried to come to a resolution but they no longer respond to us. We find it interesting their post to Revdex.com came roughly three days after our lawyer sent them a letter basically stating we need to come to a resolution and final payment is needed.
We are willing to recap things and add new catches to the sashes to allow them to seal tighter for the customer but they will not allow us to do so. At this point we have a signed contract for $14,900 and all windows are install and working properly but the ***’s have only paid $7,450. Our desired settlement is for them to allow us to replace the coil work and for them to pay their balance in full.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
***/Pella was paid in full as per contract. Through a dispute we filed with our credit card with pictures, texts and emails the credit card company agreed to dispute both charges. The first charge was decided in our favor and the original downpayment money was credited back to us.Three weeks shy of one year of install ***/Pella has NEVER addressed the ice not condensation but ice on the wood of the windows or the lack of sealant and mold growth. Pictures are attached.Pella windows were originally installed in our house in 1962 and these are the same windows that ***/Pella removed. The 1962 windows did not ice up!Looking at the attached pictures, would you want these capped? ***/Pella is correct when they state we stopped them from installing thecapping on these defective windows as capping will not stop the ice or water pooling between glass and wood nor the mold.They came out ONCE to replace weatherstrip. It was the same as they removed, not enhancement weatherstrip.Mold growing between glass and wood on the exterior has nothing to do with humidity in the home. Told tech Pete to note this. The woodwas rotting due to the water pooling again see pictures.We have stated before that half our house is a competitors window and half is Pella. Some rooms have both brands of windows while thecompetitor windows do not have a drop of water or mold the Pella window and wood (from cold air blowing in) has ice.We are not looking for a freebie as accused nor are we trying to pull a fast one. We had the salesman come out to our home and he assured us of many things one being Pella solved all their windows issues. We thought ***/Pella was a reputable company being around a while. We were ready to pay more for what we thought was a good product. We did not find out until the windows were installed that they are not the quality they talk them up to be. It is either a quality control issue or just a poorly engineered window , definitely not worth the cost. Just to clarify, there was a class action for the Architect and Designer series recently.In closing, we do not believe the cost of $14900 for 3 double casements, one single and a picture window that we have evidence are defective is justified. We were told we cannot have a refund without evidence of that statement. They were paid in full and lost a dispute due to defects in the product.We do not want the warranty because we feel as we stated before it seems to be a scam. Evidence is in the pictures and the windows. Ice, mold and lack of sealants never in all communications ever addressed.Thank you for your time.We remain,*** and
Pella gave us a quote and we put down a $2680 (50%) with a promise of a install date within the week for the end of July to early August. I after multiple calls and emails to the salesman I finally got a call from the planner 4 week and 3 days later. The date that was given for install was 17 weeks after the day I put the 50% down. I communicated that the date was not acceptable because it was well after the promised time and I had prior obligations with family. Now I have been in communication asking for a refund on my deposit and I am told that I am not at fault for this but they will not refund my deposit because they already ordered the windows. I have typed out the days and summarized the communication that was had on said days.
May 6th - Frank (Salesman) came to my residence to give a quote on windows. After I recieved the quote I put down a 50% deposit of $2680. I was told that July was filling up and August was open. Also I was told that Ed would call me and get me in the schedule in the next few days.
May 9th - I recieved an email from Frank attaching my paperwork and telling me Ed (Install Planner) was going to get with me on dates to install.
May 14th- I sent a email letting Frank know what I had still not received an install date or any contact from Ed.
May 15th- I received a response from Frank saying that Gunton/Pella had their corporate email down and that you would push Ed to get me in the schedule and have him call me with options. It was also stated that you could get here sooner with another crew.
May 30th- I sent out another email asking Frank for an update on scheduling for the install.
June 5th- I called Frank and left a message about the install date.
June 6th - I received a call from Ed telling me that July and August were booked and early September was open. I told him that it was unacceptable and I needed it sooner than August 14th due to travel and family. Ed told me to give him time to work things around.
June 25th - I contacted Frank again after not hearing from Ed.
June 26th - I recieved an call from Frank offering me the same september install date. That date could not be met due to prior obligations. He let me know that his boss would reach out to me and try to come up with a reasonable solution.
June 27th - I recieved a call from the installation manager telling me that they are working on an early august install date. After all that I have went through I asked for a refund of my deposit. The manager informed me that the windows are already made and they cannot refund me.
I am sorry, I forgot to respond to this complaint. We were able to move the installation dates up to 8/12 and 8/13 and the customer has agreed to those dates.
Entrance door installed 12/3/15. When shopping for a new exterior door I found adds indicating Pella provided a lifetime warranty for their doors. It failed on 3/30/19. Discussion with national service rep indicated she would schedule a service call within 3 to 5 days. No mention of fees was made. We got a call from Tina about 3 days later while we were away. When we did communicate she indicated there would be a $75 service charge since it had been installed more than 2 yrs. prior. Believing it had a lifetime warranty I was unwilling to accept the $75 charge. Downloading the warranty now published I found that hardware was warranted 10 years with 2 yr labor coverage. However that was not the warranty provided to me in writing.
The warranty I was provide states "all of the non-glass components have a limited lifetime warranty as long as you own the home". It further states, "Labor for service on installation-or product related issues is covered for 10 years...."
Clearly the Pella Promise isn't worth much.
Because of the total lack of promised service I purchased hardware with a true lifetime warranty and have installed it. My cost was less than 1/3 of the $75 service charge.
They claim to repair or refund the purchase price. They clearly have refused to repair making a refund their chosen option.
We are sorry there is some confusion regarding the product warranty. The flyer the customer has is a brief summary of the warranty, which is listed as a "limited" lifetime warranty, not the full detailed version. If you review the last bullet point on the letter it says:
See pella.com/Pella-promise to learn more about the limited warranties and service agreement details.
That is where the customer can get the full details of the warranty. I have attached a screen shot that details the service agreement.
Due to the confusion, we are willing to install the customers hardware at no cost as a one time good will gesture.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The warranty documents provided by Pella predate the installation by more than 2 years. The warranty provided me and incorporated in my contract cites a 10 year service labor warranty which is contradicted by the 2 year limit cited by documents Pella has provided. My warranty states, "10-service labor. Labor for service on installation-or product related issues is covered for up to 10 years under the product warranties and installation warranty and service agreement." THEREFORE the provided documents are not relevant to my claim or contract. It is impossible to misinterpret this provision. What was offered and refused was not warranty service. Since neither warranty service or replacement was offered the third option prevails as default selected by Pella's actions and is the solution I seek. A copy of the warranty included in my contract is attached (again). See 10 Years-Pella Care Guarantee.
The repeated attempts to redefine or ignore this guarantee are what I believe to be disgusting, fraudulent, and devoid of any good faith. It is the perpetrated fraud that has prevented resolution of this claim. As an alternative to a full refund, acknowledgement of attempts to misrepresent my warranty and confirmation of the 10 year labor guarantee as well as all other provisions of my contract's guaranties and $200 compensation will obviate arbitration. In an attempt to end this that would be my best and final offer. I was technical officer for FAA contracts for 17 years and I believe this to be a more than equitable solution.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.On 7/30/18, the Sales Manager, Rob R, reached out to us and we explained the history of events that led up to the complaint. We discussed the installation issues as well as the color of the door. He stated that he would reach out to the General Sales Manager to discuss options to come to an agreement about how to handle the door. Based on this discussion, we agree that he and the installation crew should come one 8/3/18 as we believed there would be a resolution to both issues by that time. The following day, I received the following email from Rob: "Because you filed a complaint with the Revdex.com our policy is to respond to them first as required on a timely response and then provide suggestions and recommendations of what we planned on doing. The Revdex.com then provides further feedback or follow up to your concerns. At that point we collectively come to a resolution. I believe our install manager has responded this afternoon to the Revdex.com and you should hear something from then within a day or two. Hopefully, by Friday we will know what to do on the door." I was confused by this response since I had already heard from the Revdex.com the day before, before I spoke to Rob. I asked whether I should be hearing more than what I already had, and he responded that they were just following the Revdex.com process. Although I still didn't really follow that response, based on his email, I expected to hear something back about the color of the door Friday and to discuss with him in person Saturday. Neither of these occurred. When the installation supervisor arrived Saturday, he indicated that he was there to fix the exterior issues but knew nothing of the resolution to the door or that they were supposed to do drywall work as well. He instructed that Rob would be at our home soon and we should discuss with him. Hours passed and no one heard from the Sales Manager including the install supervisor. Several questions were asked of us from the installers that we could not answer because answers to what was being done about the door remained and only Rob could answer. In the end, the installation crew fixed the exterior flashing and the drywall (although we will still need to purchase matching paint to finish that repair). They were professional and courteous. However, questions remain on the door and has been with our experience with Pella for the past two months, there has been poor communication and lack of follow up. Most disappointingly, we remained home all day Saturday waiting for Rob to make the trip out as he advised both verbally and in email, but he never came nor communicated with us on a reschedule. We are still in a state of limbo as to what the options are on the door as was advised in the first Revdex.com response to us.
Regards
First of all we apologize for the poor response time on communication with this customer. We also agree there are issues with the installation that need to be corrected. We do have a scheduled date of 8/4/18 to address those concerns. We will make sure we are doing all we can on 8/4 to completely correct all installation issues at that time and if we are unsuccessful for any reason we will return as needed to correct. As far as the color of the exterior product, we do have a signed contract stating material will be brown. The contract was signed by Michael Butler on 3/30/18, see attached form. All our records/communication show the exterior of the product was to be brown. It was not until after everything was installed that the color was brought up as an issue. We realize the customer is not happy with this but at this point that is what they ordered. The product was custom ordered based on the signed contract. All orders are custom built to the specifications on those contracts. On this type of product there is not a way to change the color without placing a new order. Our area sales manager is going to reach out to the customer today, 7/30/18, to try and arrange a time to meet the customer to review options.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We accept the $250 offer to finish fixing the installation issues.
However, in regards to the door, we do not accept Pella accepting no responsibility for the error that occurred with the order. In discussions with the Sales Manager, he acknowledged that the process of asking a customer to sign off on an order being presented on an iPad is difficult. After lengthy discussions with sales to order everything exactly the same as it is, you expect the company to take some responsibility when that does not occur. We acknowledge the contract states brown as on the iPad, we were more concerned that the right number and size of windows/doors was ordered. We were willing to work with Pella on solutions and alternatives. Despite their promises to do so, they have offered nothing.
What’s even as disappointing is the handling of the complaint. I have written correspondence from the Sales Manager stating “
We won’t go away until things are resolved as that is just not how we do business.” And other emails that he would stop by the house to discuss. Neither of these promises were kept. Therefore, we simply cannot accept the current response as we truly feel Pella failed us.
Regards
We disagree with the customers lastest response. They mention that we have offered nothing which is not the case. In our last response we offered - As far as the color of the door, we will stand by the contract, that the customer signed, stating they were purchasing a brown door, which is what they received. If they would like to swap the brown door to a white door, we are willing to heavily discount the cost of the white door and cover the installation costs -
So we are offering to install the new door for free as well as get them the door at a heavily discounted rate. All orders are custom made to fit a specific opening and specific attributes. Our records show we made the product to the customers request. If we are to have a new door made to new attributes, there are costs involved.
The customer has mentioned having discussions about the color with Mr. R, our sales rep, but our reps recollection is that they wanted Brown. All of our records show Brown. There was never a mention of brown on the front of the house and white in the back, that would have stood out as it is not a normal request and our rep would've caught that. Durning the sales process the rep produces a take off and from the take of they produce a quote that is sent to the customer. If the quote is approved by the customer, the rep goes back and reviews and signs the contract. All three documents show the product as being brown. In fact Mike R's recollection is that during the contract review portion of this process the customer was rushing. Mike felt they were in a hurry but he did review line by line with them before they signed and he did review the color would be brown. Which is what the contract that both parties signed and agreed to stated.
Pella stated that they would not charge us until the job was completed. They charged out credit card - while there was an issue with missing/incorrest trim on a exterior/interior door. After a month of trying to get the matter resolved they are not returning email or calls. After the install - also have a door that does not latch properly.
We were at the customers home yesterday afternoon (6/19) and completed the trim work and repaired the locking issue.
I had new windows installed by Pella Ohio Division on May 3rd 2017. A fews months after the install I found water leaking in the inside tracks of the windows when it rains. I contacted my sales representative Mark J on his cell ***. I informed him of my problem. He stated he would let the service department know. After several days of waiting with no return call I contacted Mark again. Once a service tech was sent out all he did after working on 2 of the windows was talk on the phone commenting to me that he is losing money by being there and it was the installers responsibility to fix it. The tech returns on August 2nd with no prior phone call to confirm and lets his self in my back yard without my consent. This caused my dogs to be distressed and upset my house. I had to come home from work to ask them to reschedule. After that an appointment was canceled due to rain. Which it never rained that day. Since then I have had no return phone calls about my problem. I also have a storm door with scratched glass from the original install that hasn't been replaced yet either.
We are aware of the issues at *** residence and we apologize for how the service has been handled as of late. We met with the installation crew that did the job today and have reviewed their schedule. They will attempt to go to the *** Residence tomorrow afternoon and repair things. As far as the storm door we have the parts and will have a technician out on 9/6 to address. Again we are very sorry for these issues and will resolve them shortly.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. If there are any more delays or cancelations in this issue I will still pursue this matter further.
Regards