Pella Windows & Doors

[redacted] Good Morning – Service was completed for this customer on Tuesday, November 18th– Please contact me directly should you need any further information Sincerely, [redacted] Customer Care Manager Pella Windows & Doors [redacted]

1st install date was in Spring of as cladding can't be replaced in cold temperatures - Pella (factory) had to remake sets of cladding

Dear **. [redacted] & [redacted] ,Thank you for your email sent on behalf of **. [redacted] . We sincerely apologize for **. [redacted] 's experience and the frustration it has caused. I can assure you my team has contacted the customer and a service date of February 1' corrected any issues that would... allow for any further water infiltration. Should the customer have any outstanding concerns or questions, my team can be reached at [redacted] .Sincerely, [redacted] M. [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ The manufacture, Pella(r), has directly responded to the customerPlease see the response bellowAs a distributor, we agree with the manufacture that the customer is experiencing dew on their window that is caused by an atmospheric condition, not product failureWe plan on contacting Dr [redacted] in the next week to discuss this letter and possibly schedule a site visit Manufacture Response "Dear _______: I have been asked by Ms_____ to follow up with your additional questions regarding the exterior condensation you have experienced The following information was presented in our response dated November 5, When condensation forms on glass, a natural reaction is to think there must be something wrong with the windows or doorsHowever, in almost all cases, that is not where the problem originatesIn fact, exterior condensation usually indicates that your windows and doors are doing exactly what they are supposed to be doing - keeping heat in the house in the winter and heat outside the house in the summer Condensation on the exterior of windows is actually dewthe same as you see on the windshield of your car in the morningCondensation will form on a surface if the surface temperature falls below the dew point of the airIf you think about the moisture that condenses on the outside of a glass of ice water, it may be easier to understand thisThe colder the water in the glass, the lower the temperature of the outside of the glass and the more likely it is that condensation will form on the glassSimilarly, the higher the relative humidity, the more likely it is that there will be condensation on the glass This also explains why exterior condensation occurs more often with high-performance windows, particularly those with "low-e" glass, which has a thin metallic coating that restricts heat flow and raises the insulation value of the glassBecause the glass is doing a good job of holding heat in the house, the outside glass surface temperature will be lower, and dew is more likely to formAlthough dew can also form on windows with regular clear glass, it is less common, because the surface temperature of the exterior of the glass is higher, due to the increased heat loss from the house through the glass Unfortunately, there is very little anyone can do to prevent exterior window condensationThe three main variables that create exterior condensationexterior relative humidity levels, exterior temperature, and cloud coverare out of anyone's controlIt may be possible to raise the exterior temperature of the glass by raising the inside temperature of the home or by opening window coverings, allowing more heat from the inside to escape through the glass, but with high-performance glass this effect will be limited Exterior condensation really is not anything to worry aboutIt will not harm your windows any more than rain would, and it usually only happens a few days a yearWe hope this information will help you understand why condensation forms on the exterior of your glass It is important to note that external condensation is related to the environment and atmospheric conditions, it is not caused by a window defectIn reviewing the historical climate data from the dates in question, they indicate that the high relative humidity (80%- 100%) coupled with the cool morning (- degrees) and high dew point temperature (- degrees)These environmental conditions can cause condensation on external glass The Owner's Manual also address exterior condensation and states: "Exterior condensation on windows occurs primarily in the morning when days are warm and humid, but nights are coolTypically, it clears as the day warmsExterior condensation can occur at any time, especially in warm, humid climates where interior temperatures are cooler than outdoor conditionsExterior condensation means that windows are doing their job properly." Information about condensation can be found on other window manufacturers' websites, as this is a frequently asked question for all window manufacturersYou can also view a video on our website at http://bcove.me/zo8x26tp that further demonstrates the concept of condensation in relation to a cold beverage container I understand that the local service team has also addressed your concerns regarding condensationWe have discussed with their team that any units with half-screens would not be likely to experience exterior condensation, as the condensation deposits on the exterior service of the glassIf you have additional questions, please contact the local service team by calling XXX-XXX-XXXX Thank you for the additional opportunity to address your concerns." Final Business Response / [redacted] (1000, 15, 2015/09/17) */ I reached out to Mr [redacted] on TuesdayWe think this is a product problem and environmental concernI thought of a way that we could prove that his windows are working correctlyHe agreed to let me put clear glass in his windows to see if his windows still condensate on the exteriorMr [redacted] informed me that he is leaving out of town this weekend for three weeksWe are going to schedule a meeting with him today to do this, most likely in late OctoberI will call back once that date is set

We have reviewed the customers concernsWe have had service out to their home on several occasionsOur Service Manager [redacted] is calling the customer again to schedule another service visit to inspect the product and the installationWe are hopeful this inspection will aloow us to either resolve the customers issue if it is product related or help them set a course of action if any of the issues stem from installation problems

Revdex.com: I have reviewed the response made by the business in reference to [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below During our meeting in February, it was determined that there were mistakes made in the measuring of the windows The installation manager who met with us claims that the mistakes were fractions of an inch and had no real affect on the installation process This is contrary to what we were told by the installers on the date of installation They were very upset and made that clear to us when they did not have enough material to build up around the "wrong-sized" windows to make them work, causing them to have to go back to their shop to get more materials and extending the installation time needed by several days over a period of several weeks We also came to the consensus during this meeting in February that the WRONG type of windows were ordered for the garage, office, and upstairs bedroom where two separate windows should have been ordered (for each room) to maintain the existing center wood frame but instead double pocket-fit windows were ordered This also caused the installation time to extend several days over a period of several weeks We went over the terrible customer service and lack of professionalism we experienced with the installation team also again in our February meeting and the Installation manager confirmed with us that our experience was indeed deplorable and an embarrassment to Pella He stated to us that there was a feud between the installation team and the person in charge of measuring windows at the time of our project and that we were caught up in this feudWe reiterated to him that we wasted valuable vacation time because of their mistakes and poor customer service which led to our installation dragging out for weeks We accepted [redacted] just to get rid of them from our lives and we paid a premium for this We have not been offered ANYTHING to compensate us for the time we lost and the poor customer service and installation experience we had This is BAD BUSINESS Regards, [redacted]

Unfortunately, we were not able to handle this issue as timely as we would have liked, but we do have the following two actions either completed or in process:A refund check in the previously agreed upon amount of $was processed on 3/9/from our finance departmentWe have a scheduled appointment to the customer's home on 3/23/for our Installation Manager to finish the trim work for the bay windowPart of the scheduling challenges have been with our local installer in Portland, so our Installation Manager will be traveling to Portland from Seattle to resolve this issue We are confident that the trim work for the bay window will be completed after the 3/appointment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Neither myself nor my wife has been contacted by anyone at Pella by phone or email as they have represented in this responseOur email addresses and phone numbers have been the same throughout this timePella has shown themselves to be ineffective communicators at best, and intentionally misleading at worstMy wife and I have sold the home that is the source of this complaint and moved out of StateI regret my decision to buy from Pella and will not do so againI do, however, appreciate the Revdex.com'support attempts to mediate this dispute
Regards,
*** ***

Our Installation Manager's most recent meeting with *** *** *** *** was on February at 6:pm At that time, our Installation Manager examined an issue with the clients' front door latch and agreed it needed adjustment This adjustment is scheduled for this Friday, March We wish to again reiterate that this client's windows were not mismeasured nor installed incorrectly Once this adjustment is made to the door, we feel that we have fulfilled our obligation to this client

Response: *** *** is certainly correct in her assertion that some things went wrong on her installationWe apologize for whatever inconvenience she has experiencedThis does not "happen all the time" and our goal is to satisfy every customerOur Sales Manager has been working with ***
*** to address her concernOur Installation Manager, *** *** will be in touch with *** *** to schedule a site visit this weekOnce *** *** has visited this site, we will know more about what is needed.*** *** *** *** **
*** *** ***

The initial install was scheduled for January 18- There is certainly a possibility that there was a miscommunication (I know this customer believes the installation was scheduled for January 17) Our records also show that the customer originally ordered double-hung windows (which do
include the night latches) When the order was changed to single-hung windows, the customer was informed that these less-expensive windows did not include night latches As far as the delay in scheduling, the recovery to address this issue was scheduled for January The customer called to reschedule for Febuary (due to a death in the family) The final appointment to finish up some caulking issues was on February While we apologize for the miscommunication issues that occurred during this installation, the customer did receive what they ordered

I am rejecting this response because: Doors are still problematic

Complaint: ***
I am rejecting this response because:
The response form Pella brings no resolution to the situation at handThere belief in having right solution to fix the problem by either replacing the shims or sashes had done nothing after numerous attempts at it over several monthsPella's response of "Having right size of slashes would fix the problem" is not new to meI have several emails with that claim and request to give one last chance over and over againI can submit those email conversations as evidence if so required by Revdex.com.
The claims that I am stopping them to try their latest fix is outrageousIf Revdex.com asks Pella to open up their service records, they will show at least attempts to solve this issue and at least 3-instances with right size sashes itselfAfter their last attempt to fix the problem, Pella NJ just dropped the ball on the problem and mePlease remember this is after I bought worth 30K of windows with themI have emails where I tried contacting *** *** over and over again to respond on what is his next step and begging to fix the issue but there is no communication from him or PellaLater, I came to know (form Pella Headquarters) and also acknowledged by *** *** that he just thought that someone else was taking care of window issue and just dropped the ball for over three months
I am appalled by the audacity of their claim after I let pella fix the issue for almost an year and times that I don't even have count anymoreIt was me who was doing regular follow up and and chasing Pella for more than months
I want to get rid of this agonyThere should be an example made of their disservice to their customers and arrogance that they behold
I request Revdex.com to continue to fight for the rights of the customers of new jersey standby with them against the unscrupulous businesses.
I want my money back for those two windows as requested beforeIf they have even an iota of self honor and respect, they should comply immediately
Regards,*** ***

Initial Business Response /* (1000, 5, 2017/07/24) */
Contact Name and Title: Carson City Towing
Contact Phone: 775-883-
Contact Email: ***
Thank you for taking the time to tell us about your unfortunate experience with Carson City TowingI am sorry to hear about
your frustrations, and I regret that you were not satisfied with the performance of our tow truck driverI have scheduled a meeting with our tow truck driver and all our staff to discuss your comments and how to improve our service in the future
We are particularly concerned about the delay in response time, and we will be investigating the details of your tow service in the coming weeksWe have a firm commitment to the citizens of Northern Nevada to make this towing company more efficient at our job and helping the communityThanks again for your helpful suggestions on ways to improve our service
Initial Consumer Rebuttal /* (3000, 7, 2017/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not only did the employee in question give misinformation and in my opinion attempt to over charge, After calling the listed number for the buisness I was immediately called back and harassed with profanity by the buisness numberPlease use the best judgement for corrective action and it is best that the public to be notified of the potential misfortunes associated with this company
Final Business Response /* (4000, 13, 2017/08/03) */
After Great Years in Northern Nevada we have built a good reputation based on Great Customer Service and dedication to our customersWe strive and appreciate great customers like youWe are grateful for all the constructive criticism you have given
We have found that at no time did anyone speak to you in a derogatory mannerThat each correspondent we had with you was % professional, respectful and at no time ever did we use foul languageWe have continued to convey our deepest apologizes for all the confusionI can see how you are upset by this and would like to offer you % off on your next roadside assistance to show our commitment to our loyal customers just like you, this will be our final response
Final Consumer Response /* (4200, 15, 2017/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will never use your service again, every "real" review online explains how this company has carelessley victemized others and caused them damagesThis company is on a slippery slopeI know that sick people like to torture others so I wont give it the pleasure to feed on my painful expierence anymoreAnyting short of a full refund and personal apology will not resolve my comlaint so please do not bother to contact again

On 7/we sent a service technician to look at the problem againThe technician was able to resolve the issueWe apologize for the problem and we are glad that it was resolvedWe believe this matter to be closed and apologize that the previous technicians were not able to resolve this prior

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The facts stated by the business in their response are falseMy wife and I never ordered double hung windows and we have the invoice to prove thatWe both remember having the discussion about single versus double hung windows (which did not include anything about a lack of night latches on singles by the way) with the salesman and stating that we did not need double hung windowsAlso, we did not reschedule an installation appointment due to a death in the familyMy wife provided her work schedule to Pella to reference when scheduling their installation and they scheduled it on one of her work days anywayIt is important to note that my wife had already taken off days in a row prior to this in order to allow Pella to complete the project in the time frame they initially promisedTheye did not finish in that time frame however and my wife could not take off more time to accommodate them a second timeLastly, Pella misrepresents the point at which we were notified about the issue with night latches on single hung windows We were never notified of this issue prior to instalation No Wakeman ever addressed this issue with us and, in fact, the salesman later admitted to not knowing of the issue himself prior to our problem We did not find out about the issue until my wife noticed it while the installers were working Even then, Pella informed us that night latches could be added to our windows after the fact When they came out to do just that, my wife again noticed that the hardware installed was not night latches but rather "limited opening hardware." It was at this time that those particular installers told us that night latches are incompatible with single hung windowsWhat Pella represents as miscommunication was, in reality, a lack of product knowledge by their employees.
Regards,
*** ***

I have A Pella sliding door. It had been installed for 6 years. In the middle of the night, it imploded. Mind you, there is nothing but a ravine and woods behind my house, only 1 near neighbor, and no easy access to my back yard. I talked to other people in the window mfg business and was told that on very rare occasions, the dual pane window can, in fact, implode. Pella (lack of) customer service says a phantom appeared in the middle of the night and threw something at my glass, causing it to break. Therefore, it is not covered in warranty. Add the fact that the individual I talked to was rude, and would interrupt with condescending comments made the whole experience horrible! Keep away from them! They will come up with any excuse to avoid living up to their warranty.

Initial Business Response /* (1000, 5, 2015/09/11) */
The manufacture, Pella(r), has directly responded to the customer. Please see the response bellow. As a distributor, we agree with the manufacture that the customer is experiencing dew on their window that is caused by an atmospheric...

condition, not product failure. We plan on contacting Dr. [redacted] in the next week to discuss this letter and possibly schedule a site visit.
Manufacture Response
"Dear _______:
I have been asked by Ms. _____ to follow up with your additional questions regarding the exterior condensation you have experienced.
The following information was presented in our response dated November 5, 2014.
When condensation forms on glass, a natural reaction is to think there must be something wrong with the windows or doors. However, in almost all cases, that is not where the problem originates. In fact, exterior condensation usually indicates that your windows and doors are doing exactly what they are supposed to be doing - keeping heat in the house in the winter and heat outside the house in the summer.
Condensation on the exterior of windows is actually dewthe same as you see on the windshield of your car in the morning. Condensation will form on a surface if the surface temperature falls below the dew point of the air. If you think about the moisture that condenses on the outside of a glass of ice water, it may be easier to understand this. The colder the water in the glass, the lower the temperature of the outside of the glass and the more likely it is that condensation will form on the glass. Similarly, the higher the relative humidity, the more likely it is that there will be condensation on the glass.
This also explains why exterior condensation occurs more often with high-performance windows, particularly those with "low-e" glass, which has a thin metallic coating that restricts heat flow and raises the insulation value of the glass. Because the glass is doing a good job of holding heat in the house, the outside glass surface temperature will be lower, and dew is more likely to form. Although dew can also form on windows with regular clear glass, it is less common, because the surface temperature of the exterior of the glass is higher, due to the increased heat loss from the house through the glass.
Unfortunately, there is very little anyone can do to prevent exterior window condensation. The three main variables that create exterior condensationexterior relative humidity levels, exterior temperature, and cloud coverare out of anyone's control. It may be possible to raise the exterior temperature of the glass by raising the inside temperature of the home or by opening window coverings, allowing more heat from the inside to escape through the glass, but with high-performance glass this effect will be limited.
Exterior condensation really is not anything to worry about. It will not harm your windows any more than rain would, and it usually only happens a few days a year. We hope this information will help you understand why condensation forms on the exterior of your glass.

It is important to note that external condensation is related to the environment and atmospheric conditions, it is not caused by a window defect. In reviewing the historical climate data from the dates in question, they indicate that the high relative humidity (80%- 100%) coupled with the cool morning (63 - 66 degrees) and high dew point temperature (65 - 73 degrees). These environmental conditions can cause condensation on external glass.
The Owner's Manual also address exterior condensation and states:
"Exterior condensation on windows occurs primarily in the morning when days are warm and humid, but nights are cool. Typically, it clears as the day warms. Exterior condensation can occur at any time, especially in warm, humid climates where interior temperatures are cooler than outdoor conditions. Exterior condensation means that windows are doing their job properly."
Information about condensation can be found on other window manufacturers' websites, as this is a frequently asked question for all window manufacturers. You can also view a video on our website at http://bcove.me/zo8x26tp that further demonstrates the concept of condensation in relation to a cold beverage container.

I understand that the local service team has also addressed your concerns regarding condensation. We have discussed with their team that any units with half-screens would not be likely to experience exterior condensation, as the condensation deposits on the exterior service of the glass. If you have additional questions, please contact the local service team by calling XXX-XXX-XXXX.
Thank you for the additional opportunity to address your concerns."
Final Business Response /* (1000, 15, 2015/09/17) */
I reached out to Mr. [redacted] on Tuesday. We think this is a product problem and environmental concern. I thought of a way that we could prove that his windows are working correctly. He agreed to let me put clear glass in his windows to see if his windows still condensate on the exterior. Mr. [redacted] informed me that he is leaving out of town this weekend for three weeks. We are going to schedule a meeting with him today to do this, most likely in late October. I will call back once that date is set.

I apologize for this not being addressed at the time the complaint was issued. l was...

unaware that it was out there and unresolved. Obviously a considerable time has passed. In looking at the project it appears the project was completed and a credit was issued to the consumer. We apologize for the delay in response and in the delay in completing the project.
One of the issues with this was the multiple Revdex.com listings which my e-mail address has since been linked to. The issue was addressed with the consumer but no response sent to the Revdex.com.

Know that we are addressing the issue with Mrs. [redacted] and will certainly deliver 2 gallons of custom stain to her.  I have asked our Installation Manager to contact Mrs. [redacted] today to obtain a sample of the stain so that we can reproduce it and get to her as soon as possible. Regards, [redacted]...

[redacted] Human Resources Manager Pella Windows and Doors 785 Lindbergh Court, Suite 190 Hebron, Kentucky  41048 [redacted]