Pella Windows & Doors of WNY

To Whom It May Concern: Thank you for this opportunity to respond to the complaint of Ms [redacted] *** We have been out to Ms***'s house on numerous occasions for the purpose of resolving all complaint regarding the Pella door in question After each of these visits, the problem verbalized had been addressed, then a new complaint would be registered by Ms*** Finally, when it appeared we would be unable to resolve her problems to her satisfaction, we offered Ms [redacted] a complete refund with the return of the product We asked her to let us know when we could pick up the door as requested After approximately months, with no response from her, We have no idea what else to offer or fix for Ms***In our view we have done everything possible to make Ms***'s Pella door operate properly and perform at the highest level In addition, we have offered a complete refund to Ms***Thank you, [redacted] Sales and Marketing Director Pella Windows and Doors

I am sorry this complaint has not been taken care of I have been out of town After some investigation of the issues associated with this customer need, it is our judgment that we have not performed in the manner in which we prefer Our intention was certainly to provide a product that met the customer's expectations And our effort in ordering two new doors and offering a third was really the only avenue we had available to us to correct the problem, our first replacement door should have been ordered correctly The second service call should have been canceled in a proper fashion providing adequate notice to the customer This is not the way we do business and apologize for our negligence We want to provide the dollar amount requested by the customer That amount is $ This represents 10% of the purchase price of the door and labor [redacted] Sales and Marketing Director

Thank you for this opportunity to respond to Ms***'s complaintWe have tried in every way we can imagine to please Ms [redacted] regarding this Pella door After responding with service visits to resolve Ms***'s issues, we came to the conclusion we would not be able to make her happy Therefore we offered Ms [redacted] a complete refund We asked that she let us know when she determined a contractor to take the door out At that time we would pick the door up After roughly months of no contact from Ms***, our General Manager called her to set a time for pick up and refund Ms [redacted] said she had decided to keep the door and requested more service We sent service out to her house againWe replaced weather strip and made various adjustments She refused to pay for the door until she had an energy audit completed, which she never did We apparently have not resolved her problems in her view We do no believe we are able to make Ms [redacted] happy We have prevailed upon her to honor her commitment to pay after service had completed yet another visit She has not paid and we hold her depositWe believe we have done everything in our power to make Ms [redacted] happyThank you, [redacted] Sales and Marketing Director Pellla Windows and Doors/Westny Building Products

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.
Regards,
*

We apologize to the customer for the inconvenience and the lack of communicationWe have offered a 25% discount on the project to resolve the issueThe project can not be done at no charge per the requestWe look forward to helping resove the issue and again apologize for the
problem*** ***

In May of 2016 I had broken window that needed a replacement. It took a while but the man finally came over to measure the window. It took a while again for the quote to come to me, but by July I finally got a quote. I agreed to the quote soon after, but did not get an install date until September for October 21st. My appointment was for 8-8:30 on Friday. I got a call at 7:50 in the am that there was a "rainout" and that they were not going to be able to make the service date. I found it puzzling that they were not able to replace the window in the rain, but I was okay with that. I called the customer service back to see what my options were when she made the mistake to tell me that due to the rain they were not able to finish the job in time to get to mine. I said that I was 1st, why would this be an issue for me? In short they gave my time to a larger job. This is very unprofessional and I would not recommend them due to this experience.

To Whom It May Concern:
Thank you for this opportunity to respond to the complaint of Ms. [redacted].  We have been out to Ms. [redacted]'s house on numerous occasions for the purpose of resolving all complaint regarding the Pella door in question.  After each of these visits, the...

problem verbalized had been addressed, then a new complaint would be registered by Ms. [redacted].  Finally, when it appeared we would be unable to resolve her problems to her satisfaction, we offered Ms. [redacted] a complete refund with the return of the product.  We asked her to let us know when we could pick up the door as requested.  After approximately 3 months, with no response from her,   We have no idea what else to offer or fix for Ms. [redacted].
In our view we have done everything possible to make Ms. [redacted]'s Pella door operate properly and perform at the highest level.  In addition, we have offered a complete refund to Ms. [redacted].
Thank you,
[redacted]
Sales and Marketing Director
Pella Windows and Doors

I am sorry this complaint has not been taken care of.  I have been out of town.  After some investigation of the issues associated with this customer need, it is our judgment that we have not performed in the manner in which we prefer.  Our intention was certainly to provide a...

product that met the customer's expectations.  And our effort in ordering two new doors and offering a third was really the only avenue we had available to us to correct the problem, our first replacement door should have been ordered correctly.  The second service call should have been canceled in a proper fashion providing adequate notice to the customer.  This is not the way we do business and apologize for our negligence.
We want to provide the dollar amount requested by the customer.  That amount is  $523.01.  This represents 10% of the purchase price of the door and labor.
*
Sales and Marketing Director

Thank you for this opportunity to respond to Ms. [redacted]'s complaint.
We have tried in every way we can imagine to please Ms. [redacted] regarding this Pella door.  After responding with service visits to resolve Ms. [redacted]'s issues, we came to the conclusion we would not be able to make her happy.  Therefore we offered Ms. [redacted] a  complete refund.  We asked that she let us know when she determined a contractor to take the door out.  At that time we would pick the door up.  After roughly 3 months of no contact from Ms. [redacted], our General Manager called her to set a time for pick up and refund.  Ms. [redacted] said she had decided to keep the door and requested more service.  We sent service out to her house again. We replaced weather strip and made various adjustments.  She refused to pay for the door until she had an energy audit completed, which she never did.   We apparently have not resolved her problems in her view.  We do no believe we are able to make Ms. [redacted] happy.  We have prevailed upon her to honor her commitment to pay after service had completed yet another visit.  She has not paid and we hold her deposit.
We believe we have done everything in our power to make Ms. [redacted] happy.
Thank you,
[redacted]
Sales and Marketing Director
Pellla Windows and Doors/Westny Building Products