Pella Windows & Doors

We have reviewed the customers concerns. We have had service out to their home on several occasions. Our Service Manager [redacted] is calling the customer again to schedule another service visit to inspect the product and the installation. We 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.

We have been trying to reach this customer (both by phone and email) with an option that may resolve their concern re: the night latches.   We feel as though this needs to be an in-person conversation with our sales manager who can best describe the alternative.  We do not believe it productive to exchange “he said, she saids” with Mr. [redacted].  He obviously believes he was misled.  If you are able to reach him and he is willing to speak to our Louisville Sales Manager, Mike Walters, he can be reached at [redacted].Thank you,[redacted]Human Resources ManagerPella Windows and Doors[redacted]
[redacted]  [redacted]
[redacted]
[redacted]

We are in receipt of your letter and apologize we have not responded to previous requests...

as your letter mentions. I assure you this was an oversight as we make it a priority to maintain the highest rating possible with your organization.
I am very familiar with the situation surrounding this customer [redacted] and your complaint ID [redacted] as per the attached letter.
Unfortunately [redacted] has experienced problems with 2 of the windows he purchased from us and we have tried unsuccessfully on a few attempts to remedy the situation. We do believe we have the correct sized replacement parts/sashes ordered and sitting ready to go in our warehouse that will take care of this problem. Unfortunately [redacted] is now refusing to allow us to perform the service work needed to remedy the situation.
We fully understand [redacted]'s frustration with the delays caused by these failed attempts to alleviate the problem we are committed to getting this right and truly just want to fix the problem with his 2 windows and are highly confident we can do that. Therefore it is our position that this is a warranty issue and per the terms of our contract with [redacted] we have the right to correct that issue.
We do welcome your feedback on the situation and anything you can do to help us work through this situation. It is equally important to Pella to maintain the highest rating level with the Revdex.com in New Jersey.

Complaint: [redacted]
I am rejecting this response because:Dear Mr. [redacted],If our windows were correctly sized and installed we would have happily paid you already. This was supposed to happen in early October! As it stands now we have a picture window that is undersized and improperly installed, and 18 other windows or more that are not correctly shimmed and do not perform properly. Nearly all of the windows are improperly installed as per your installation guide. The work is not substantially complete. You have violated the contract; because the work was supposed to be done months ago, and because you have consistently refused to meet and review the installation prior to demanding payment as required by your contract. We are the victims of inexcusably long delays and shoddy workmanship. I can’t believe that you would place a lien on our house and threaten legal action against us. You need to make this right. You know we urgently want the windows properly completed, and that your continual delays are causing us emotional and financial hardship, and yet you refuse to even review your faulty installation with us on site. We need to meet on site and review the installation to see how to correct this situation as required by the contract. If we feel going forward that you will properly complete the work quickly and efficiency we will be happy to fulfill our contractual obligations. We are entitled to, and expect a quality installation, we will not accept or pay for brand-new beautiful windows that don’t work properly and are installed wrong. We are 100% right to expect a proper installation and not windows that are not level and square, don’tclose properly and leak air. On some windows we can see daylight between the sashes and the window frame. This is unacceptable to us. Delays, shoddy workmanship and now threats? You should be ashamed! Please send a knowledgeable and highlyskilled installer who can trouble shoot installation issues regarding windows. If you are unable to or unwilling to complete the work going forward we will have to fire you and hire someone else to complete the work. If you sue us as you have been threatening–so be it. Anyone today can sue anyone else without cause. We are not people who sue as our record will attest, and have no desire to sue or be a party to a lawsuit. We always pay our bills and believe that anyone who performs work for us as agreed deserves to be paid, and be paid promptly. We had dreams of having beautiful new windows in our house and this dream is turning into a nightmare, our interior and exterior work is being setback and delayed as a consequence of your failure to perform both in terms of time and quality. We have a mortgage, utility bills, and a deadline, your failure perform is going to cost us thousands of dollars. We can’t help but feel that you are responsible for these ongoing delays in light of the fact that you have violated the contract by dragging out the installation process (and with sub-standard work) past the contracted installation deadline and by your consistent and ongoing refusal to meet to review the installation before demanding payment. It seems to us at this point that you have abandoned the work. If you, the party who has violated the contract sue us, we, as the injured party will seek recovery of the above damages, and any attorney fees.Thanks, [redacted]

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]

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 feud. We 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]

1. The original purchase and install of the product was from [redacted], 2. The warranty is provided by Pella Corporation 3. Pella Windows & Doors is an independent franchise selling and servicing Pella Windows 4. The warranty on...

the windows is 2 years on labor, 10 years on product. 5. The window was purchased from [redacted] in 2006 6. Per the warranty the new product was shipped to customer at no charge 7. Per the warranty, Pella Corp is not responsible for labor to re-install new window 8. If the customer wants to pursue this further, any complaint should be directed to either [redacted], who sold and installed the window or Pella Corp 9. Pella Windows & Doors should be removed from this complaint, as it did not sell, install the window or provided the warranty

BEWARE! They don't pay the subcontractors who are installing the windows in your home.
I would think twice about hiring a company that doesn't pay the help. It could open you the homeowner up to having a lien filed against your property.
I'm in the process of recovering money from this business right now.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Please note that we have resolved this matter with Mr. [redacted] and are providing the additional $4,000 credit.
 
Thank You,
[redacted]
Pella Windows and Doors

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:1. A refund check in the previously agreed upon amount of $200 was processed on 3/9/2017 from our finance department. 2. We have a...

scheduled appointment to the customer's home on 3/23/2017 for our Installation Manager to finish the trim work for the bay window. Part 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 3/23 appointment.

Review: ‘Pella Windows’, promise that they have 10 year warranty for their products. But as a customer, I believe it is a false promise to customers.

A few years back I replaced a few windows for my house. But now the lock system for two windows are not working properly, especially in winter time. Recently a Pella representative who came to my residence to sell their products reassured me that above type of problems will be repaired free of cost to customers during Pella’s warranty period, which is 10 years. When I showed my windows and its problem, he didn’t realize that it was their own product.

Now I was told that I should pay for the labor to repair the windows and only parts are free within their warranty period. When I replaced my windows, Pella products are at least 25% above the market price. When we take our car for repair under car warranty, both parts and labors are covered under the warranty. It is not their parts alone under warranty.

It is not because of the money, but Pella’s services and warranties are not kept in spite of their higher product cost.Desired Settlement: 1. I would like to get an explanation of their warranties on their products and of course replacement of my lock system

Review: - Bought worth $40K of wood windows from Pella

- Out of those there were two windows about $2500 each (custom) that had issues

- Pella local service (as well as people who sold the product) acknowledged the issue with windows

- Several attempt made to correct the problem over 8 months. Every attempt would mean that I had to take an hour or two off my work and baby sit the incoming technician

- After several attempt with wrong parts ordered, wrong sizes ordered didn't solved the problem.

- Eventually I got a manager at Pella involved ([redacted]) who promised that he would make sure that the windows would be fixed.

- He tried and again the sizes came wrong and incoming technician told me to call either the headquarters or Revdex.com to get some solution else this will go on for ever.

- Unitl now we are already 7 months after the issue was reported and Pella couldn't fix the problem

- Then I thought that I will ask one more time [redacted] to fix this and he apologized and told me that he would make sure he would this time, so I gave him one more chance. I told him to return my money for those two windows if he couldn't fix the problem.

- Again windows came the same size as before and the problem didn't fix. I wrote a nasty email to [redacted] and asked him to return my money. He begged one more chance to make it right. And I with lot of frustration and hesitation allowed him to do so with again telling him to return my moeny

- God knows, the windows again came incorrect size.

- I asked [redacted] to return my money and he stopped responding.

- After waiting and sending emails to him repeatedly I didn't hear from him for 4 weeks , I called Headquarters.

- Headquarters apologized and simpathized with me and told me that I should get back my money right away. I was dealing with person name [redacted] over there. Pella headquarters is in Iowa.

- She told me that she would get back to me in two days and let me know when I can get the refund.

- After about a week she got back to me telling me she.Desired Settlement: I want my money back for those two windows. I had enough of their arrogance.

Business

Response:

We are in receipt of your letter and apologize we have not responded to previous requests as your letter mentions. I assure you this was an oversight as we make it a priority to maintain the highest rating possible with your organization.

I am very familiar with the situation surrounding this customer [redacted] and your complaint ID [redacted] as per the attached letter.

Unfortunately [redacted] has experienced problems with 2 of the windows he purchased from us and we have tried unsuccessfully on a few attempts to remedy the situation. We do believe we have the correct sized replacement parts/sashes ordered and sitting ready to go in our warehouse that will take care of this problem. Unfortunately [redacted] is now refusing to allow us to perform the service work needed to remedy the situation.

We fully understand [redacted]'s frustration with the delays caused by these failed attempts to alleviate the problem we are committed to getting this right and truly just want to fix the problem with his 2 windows and are highly confident we can do that. Therefore it is our position that this is a warranty issue and per the terms of our contract with [redacted] we have the right to correct that issue.

We do welcome your feedback on the situation and anything you can do to help us work through this situation. It is equally important to Pella to maintain the highest rating level with the Revdex.com in New Jersey.

Review: I purchased a bay window 9 years ago and paid to have it installed. The window started leaking recently and fogging up inside the panes of glass. I scheduled a Pella technician to come out and inspect the window as per their request. They did say the window failed and that a new one will need to be installed. Pella is providing the bay window under warranty but stating that I have to pay to have it reinstalled. I shouldn't have to pay to have it reinstalled because of their defective product. If it wasn't for their defective product everything would be fine.Desired Settlement: I would like for Pella to pick up the full cost for installation of their defective product or provide me with a reimbursement check for the cost.

Business

Response:

1. The original purchase and install of the product was from [redacted], 2. The warranty is provided by Pella Corporation 3. Pella Windows & Doors is an independent franchise selling and servicing Pella Windows 4. The warranty on the windows is 2 years on labor, 10 years on product. 5. The window was purchased from [redacted] in 2006 6. Per the warranty the new product was shipped to customer at no charge 7. Per the warranty, Pella Corp is not responsible for labor to re-install new window 8. If the customer wants to pursue this further, any complaint should be directed to either [redacted], who sold and installed the window or Pella Corp 9. Pella Windows & Doors should be removed from this complaint, as it did not sell, install the window or provided the warranty

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 will follow up with Pella Corp as directed.

Regards,

Review: We ordered a wood pella door, it arrived on Nov.8, it was defective,

and was returned. we called the same day to cancel and get our deposit of $2,000 sent back to us. The company refused our request to cancel and told us a new door had already been ordered! It would not be delivered until Jan. 2014. After complaining to customer service we were told they would expedite our order. It did not happen, they refuse to contact us after many calls and they still are not considering a refund.

Business

Response:

The customer is correct they placed an order and signed a contract. The door was shipped with cracks in the panel. We have ordered a new door per the terms of the contract. We are working on expediting the replacement door. We have communicated regularly with the customer and as recently as today. We are waiting on an expedited ship date from the factory and logistics that we anticipate having tomorrow.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: The window project was due to start and complete in early October. Windows were not in until the end of December, to date they are not finished. This delayed our restoration three months at our expense.

Pella demanded payment before substantial completion, on work that was poorly installed, and incorrectly sized. Customer satisfaction was not taken into consideration, the work was not check by a supervisor for quality control.

I agree that monies should not be withheld upon substantial completion of the project as stated in #25 of the contract. The installed windows are not substantially complete. This is not a case of missing accessories, most of our windows were shimmed incorrectly and do not lock. Some are leaking so markedly that a wind can be felt. This is not a case of finishing touches.

I only found one window in the house that properly locked. Our picture window was ordered too small. "Substantial completion," should - and I am sure it does mean properly installed windows that might be missing accessories.

Demand for payment is premature.

If I had received proactive supervision, and timely installation I would not be in this position. Even if I had received an apology and a promise of proper installation instead of threats, this would not be my course of action. Pella should have requested a punch-list, made repairs to assure customer satisfaction, and then asked for payment.

I always pay my bills as evidenced by my credit. Our project is supervised by both [redacted] and [redacted], and draws from separate construction account.

This is a matter of principle.

I invite the powers at Pella to personally view the installation of their product, and judge for themselves whether this was a quality installation. After the devastation of a fire, I hoped by choosing Pella that the installation would be sensitive, timely, and of quality.Desired Settlement: First, I would like an apology. Pella, was at fault for the delay and incorrect sizing of the windows. I was treated unprofessionally. Pella should stand behind their work and guaranteed customer satisfaction.

Second, I would like the windows installed correctly. I paid for architectural windows, and quality installation. They should all close easily, have no air infiltration, and lock at minimum. The woodworking around windows should be of quality, this is suppose to be a high-end product.

Third, I would like my picture window replaced. It was ordered small, I requested the largest window possible to fit the opening. Pella blocked up the opening to fit a smaller window, my moldings no longer line up. This is not what I ordered.

Fourth, I would like restitution for the three month delay, which halted my restoration work, and is causing me financial hardship.

Business

Response:

We have been working with this customer for quite some time. Our intention is to finish the minor adjustments that need to be completed per the e-mails the customer has sent. Unfortunately based on the fact that we are now pushing for payments we have received subsequent e-mails stating that there are now problems with every product. The products are all per the specifications on the contract that the customer signed. The customer owes us $20,000. We have asked for a substantial payment and they have refused. We have even offered to give them a small courtesy credit for their troubles although our contract clearly states that we are not responsible for incidental and consequential damages. They have refused payment so this project has been turned over to a collection agency. We have also filed a lien on the property. Unfortunately we were left no other choice. If the customer would like us to finish the minor work left to do we will do so. We will need payment and we will still honor our offer to give them a small courtesy credit. If this is not acceptable we will continue to try and resolve this through the legal system.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Below is our response to Lux Homes Pella Windows and Doors. I have not included our email trail or the contract as per Revdex.com’s request for privacy. They can be easily referenced and sent by scanned PDF as needed.As evidenced by our credit record and our payment history with contractors working to restore our home, we have a positive working relationship. This includes both parties fulfilling their agreement of quality and timely work, and prompt payment. This payment history can be substantially documented, as a construction account was opened solely for the purpose of our fire restoration, monitored by [redacted] and [redacted]. If needed, references from companies involved in our fire restoration will be obtained.Time is of the essence, as [redacted] has given us a deadline for completion. To this end, my hope is that Pella will fulfill their contractual agreement, and stand by their promise of quality materials and expert installation. Pella has not made any effort to inspect the quality of our window installation valued at $39,499.87, and has stated in writing that they will not without full payment. We, as per the contract paid Pella $19,500 on August 4th which guaranteed a start day of no later than 90 days from the time the contract became binding, and substantially completion within 120 days. This was further amended by Customer Notes.Customer Notes on 1st Page of Contract:Interior window stops stained natural will be supplied by Pella at no cost to customer if needed. Exterior will be caulked by Pell and finished to existing trim. Storm window and existing windows will be removed and disposed of by Pella. This is included in the Labor. Project installation by September 30th if ordered by 8/4/2014.We are not substantially complete, as per contract, “Substantial completion is achieved upon the installation of the base product(s)…” As customers, our down payment represent a good faith deposit on quality materials and installation, and our final payment as per our contract, made after a quality control inspection as referenced in #16 and substantial completion, neither of which has occurred.To date we have:On the 1st, 2nd floors and attic. 6 windows OK/good6 windows Marginal 19 windows Unacceptable Basement3 windows OK/good2 windows Marginal“Our intention is to finish the minor adjustments that need to be completed per the e-mails the customer has sent.” These are not minor adjustments. 19 out of 36 windows are improperly shimmed, exhibit very poor margin lines, and/or are out of square tothe point that the performance of the units is compromised. The sashes do not close or lock properly and there is air infiltration and/or daylight showing between the sashes and the window frames. The work is not substantially complete. “Unfortunately based on the fact that we are now pushing for payments we have received subsequent e-mails stating that there are now problems with every product.” As early as October 19th in anemail to [redacted] and [redacted] we addressed our concerns with Pella’s installation, and was assured by [redacted] that all issues would be addressed to our satisfaction. My concerns were not generated by a “push for payments.” “The customer owes us $20,000. We have asked for a substantial payment and they have refused.” This is true. I did not feel as a matter of principle that Pella should request payment on improperly installed work. Especially, when they refused to review and inspect the work with us for quality control as per their contractual obligations without full payment in advance.As stated in #16 of the contract: At the conclusion of the installation, our representative will inspect the job with you or your representative. “We have been working with this customer for quite some time. The products are all per the specifications on the contract that the customer signed.” We signed a contract with [redacted], who was dismissed shortly after our project began. [redacted] assured us that the measurements in the contract were for pricing purposes only, and that all measurements would be checked and verified in the field by a professional installer. This was of great concern for us because our windows were boarded-up at the time of measurement. We at no time gave anyone permission to downsize any window, all windows were to fill the existing window openings. We were assured by Mr. [redacted] at the time when we signed the contract that in the unlikely event of any miss-measurement by Pella that the unit would be replaced.As for the specifications on the installation of each window: there is a sticker on each window specifying proper shimming procedures, unfortunately these procedures were not followed by the installers and the performance and aesthetics of 19 of our new windows is unacceptably compromised. The window manufacturer and the customer share the desire to have the windows installed per these specifications.See email dated 1/28 from [redacted]:“In response to your concerns, I wish to advise you that after careful investigation the unit that you are concerned about has a minor adjustment to downsize the product to match the sizing of the adjacent window in that room. The contract that you signed permits Pella to do this.” The windows do not match as of this windows installation. Why would Pella block up the window, and lower my moldings if they changed my order to assure they matched? I have many pictures to support this. This window is one of the few windows shimmed properly, but unfortunately it is obviously miss-aligned because it is undersized. This is the most prominent window in the house.“We have even offered to give them a small courtesy credit for their troubles although our contract clearly states that we are not responsible for incidental and consequential damages” A delay of four months in not incidental or consequential, but instead a foreseeable and preventable result of an Pella actions and a direct breach of contract. Miss-measured windows and poor installation is not incidental or consequential, but a direct breach of contract. Poor quality, late delivery, and failure to perform; abandoning work at the jobsite. See below:As stated in the contract #20 Consequential and Incidental Damages: The Buyer agrees not to hold the Seller responsible for consequential or incidental damages including but not limited to damage to driveways, sidewalks, trees, shrubbery, lawns andoverhead wires.As stated in the contract # 13 Start and Finish: Work shall begin within 90 days and be substantially completed with 120 days for the later of the date the cancellation time period in paragraph #4 expires, or financing approval isreceived if applicable… I signed my contract August 4th the cancelation period ended on the 4th business day after that or Friday August 8th. The work according to the contract was to besubstantially complete within 120 days. This did not happen. Installation was to begin September 30th.“They have refused payment so this project has been turned over to a collection agency. We have also filed a lien on the property. Unfortunately we were left no other choice. If the customer would like us to finish the minor work left to do we will do so. Wewill need payment and we will still honor our offer to give them a small courtesy credit. If this is not acceptable we will continue to try and resolve this through the legal system.”Why would Pella demand payment on a project that was not substantially finished and without a quality control check, especially after it was expressed in writing that there were installation issues. A supervisor should have been sent to inspect these issues, and work to ameliorate all issues before demanding payment. Pella instead threatened legal action in lieu of meeting at the site before payment was made in full. Reference email dated December 23rd from [redacted] admitting that we “have been through a tremendous hardship caused by the fire and subsequent repair. I also realize that this was not our best effort on completing your project promptly.”Reference email January 20th from [redacted] “Please promptly as you state in your email disburse the balance owned of $19,999.86. We do accept all 4 major credit cards. Failure to do so, will force us to move forward with legal proceedings which will include finance charges and attorney fees. We do not wish to have that happen.”Our resolution As a measure of good faith, and to demonstrate our willingness to proceed for a successful completion of our project, we are willing to make a partial payment toward the outstanding balance based on the following conditions. Pella is willing to meet and review the work,and detail specifically our need for corrective measures in writing. Pella will start work immediately, and finish timely; providing a written scope and sequence that includes a finish date. 1. The picture window needs to be replaced with a properly sized unit to match adjacent window.2. 19 windows need to be re-shimmed to be square and have proper margins to remove bows from window frames so that operate correctly.3. 8 marginal windows need to be adjusted so that the margins and squareness of the units are appropriate and minimize air infiltration.4. Pella needs to release the lien.5. All missing window capping, caulking, hardware, screens, and trim must be properly installed. 6. Pella’s courtesy credit should be reviewed the project was scheduled to be completed early in October and it is now late in February and we still awaiting substantial completion. As the installation stands, we need the remaining monies to make the necessary repairs with another contractor. [redacted]’s time constraints on our projects completion forces us to pursue other avenues to assure timely completion. According to the contract no monies are due until there is substantial completion. To date no one has come to inspect the work to assure proper installation or substantial completion. The job-site has essentially been abandoned. We hope to move forward as we are sure Pella stands behind their guarantee of a quality product and installation. “Even the best-performing window or door is only as good as its installation. That’s why we do more than just protect your new products – we also cover the installation.”

Regards,

[redacted] and [redacted]

Business

Response:

As has always been the case we are willing to finish out the project. We acknowledge that we do have caulking to do on the exterior. Our contract does specify that weather can hold up a project. Caulk cannot be applied without the proper surface temperature. As for the claim that there are problems with the windows specified it is the first we are hearing about it. I have copied below a correspondence from Mrs. [redacted]. I t does not mention all of the issues that have now arisen because we want payment.To all concerned: It seems by Mr. [redacted] recent email requesting a walkthrough for payment on a project not yet complete that you must have overlookedmy email, so I am forwarding it. I find your sudden urgency surprising, Iwish you had been this aggressive about expediting my project that was to becompleted in three days in early October. There is still garbage in my basement that was suppose to beremoved months ago. The basement window are unfinished. As you cansee by my email, I was not "completely" satisfied with thescheduling, timely completion, or the professionalism (broken glass, garbage,lack of daily tidying-coffee cups inside and outside) of the work. I would love for the financial manager to email me regardinga resolution to the delayed work that to date is still not complete. I donot take or make calls during teaching hours. [redacted]I would propose that I along with our Installation Manager [redacted] will come out and review the project with the [redacted]'s. Prior to doing that the entire balance will be placed in a lawyer of your choosing's escrow account. We will inspect and document the installation and discuss Mrs. [redacted]'s concerns. We will schedule a date to complete the work. At which time the work will be reviewed by [redacted] and the [redacted]'s and payment will be released from the escrow account. At the time the payment is released we will release the Lien on the [redacted]'s property. If this is acceptable please let me know and we can meet early next week.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Dear Mr. [redacted],This is a rental house and not my primary residence. The project was to be finished in early October, my husband's father died in November, this was a very stressful time for us. In retrospect, I wish I had encouraged my husband to pay closer attention to the installation, but with his father's death I tried to do it on my own. I gave Pella full access to my home, and based on their reputation (I checked Revdex.com and am an Angie's List member) felt that I did not need to oversee the installation. I knew as per the contract that we would have a final walk through to guarantee satisfaction prior to payment.My concerns about time and quality were noted in emails as early as October. When I spoke to Mr. [redacted] he agreed and assured me that the mistakes the installers made would be repaired, and I would be satisfied with the end result. He seemed truly concerned and apologized for the work conditions. I had no reason not to trust he would keep his word and ensure proper installation.When I was contacted for payment, I was surprised. I immediately had my husband who is a woodworker and installer carefully check the work, (which we knew was still not complete as of late December). When I voiced my concerns, downsizing, poor installation, delays...I was threatened with a lien if payment was not made immediately.No one inspected the installation. This project was abandoned in late November. I am the victim here. Pella is the aggressor, Pella placed a lien on my house before verifying that my complaints were valid/invalid. What is my recourse? Litigation?As a consumer, don’t I have a right to properly installed windows? These are not minor/cosmetic adjustments. When were my windows inspected for quality? Mr. [redacted] should inspect the work – this is the logical next step. Only then can we move forward based on concrete verifiable information. Checking the quality of your installation should not require money in escrow, that is unreasonable. At this point, your company is relying solely on your installer’s word. I would think that you would want to make sure I am not correct. I have numerous pictures, and am in the process of acquiring estimates for repair, so that I can move forward with my fire restoration.

Regards,

Business

Response:

I am sorry for the customer's hardship. We have communicated through the Revdex.com as well as directly with the customer. We had a sales manager at the project to review it. Her claims it was abandoned is ridiculous. She claims we held her up from renting the property, when we visited it had no floors. You could see through to the basement. The list of issues has continually grown from minor to every window has a problem since we demanded payment. We have offered to meet and develop a list of items that she would like addressed. Once we develop a list we would like her to put the balance owed in escrow and we will complete the list of issues. To date we do not have a meeting set up. This is a stall tactic as it appears she does not want to pay for the work that was done. This is our final effort to review the project and if the [redacted]'s are unwilling to do so and put the money in escrow, we will be filing suit in [redacted] County, New Jersey. I am confident and our legal counsel is confident that the matter will be resolved in our favor.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Dear Mr. [redacted],I am happy to hear that your goal is to complete and make right Pella's installation. Your Revdex.com letter implied this offer was made before, this is the first time I was offered an inspection prior to full payment. This was my goal as well, and something I have advocated for since October 2014. Mr. [redacted] as you mentioned in your Revdex.com letter did talk to me in late October. I am also pleased that you finally want to inspect the quality of Pella's installation. I wish you took this position prior to the lien.When windows are missing and the heat cannot be stabilized flooring can not be installed (e.g. missing floor refereed to in your Revdex.com letter). [redacted] will corroborate that they wanted a stable temperature of 63 degrees. So yes, my construction was delayed. It is not ridiculous to consider the project abandoned, no one has been on site in over 4 month, not even to check the installation.At this point I do not feel like a valued customer. I paid my 1st installment, waited months for completion, my concerns voiced in October were not addressed, and when my emails were finally answered, a demand for full payment was made without even the offer of an inspection to assure quality, and a lien was placed on my home. This is a bit skewed in your favor.My list of issues has not grown. I voiced my concerns in October with Mr. [redacted] directly, some he fixed. As exampled by the mistakenly cut exterior trim and missing windows.I am a teacher in [redacted], and my husband is working in [redacted] on a deadline. We can meet any day expect Thursday next week at 6:00. I look forward to reviewing the project with your installation manager. Will you attend? Hopefully, we will have a meeting of the minds, and resolve all issues quickly and efficiently. As I made you aware I am in the process of estimating the repairs. We need to move the project forward.[redacted]

Regards,

Business

Response:

This is easily resolved. We will have our Installation Manager come to the home and review the project. He will make a list of what needs to be done. Once the list is complete we will have you sign off on it that you agree to it. Once the list is agreed upon the money needs to be placed in escrow. Once the money is in escrow we will complete the work. We have never walked away from a project and quite honestly we would prefer to not have to solve this in court but your unwillingness to commit to placing the money in an escrow account is the only hold up here.Please respond via e-mail that you understand and agree to the following. 1)You will sign off on a finite list of what needs to be done based on what we find when we walk through and review the window installation. 2)That you will place the money in escrow once the list is developed3)That you will personally guarantee that we will be paid when the work is complete.Once we hear back in writing we will schedule the meeting.If you are unwilling to put the money in escrow once we develop a list, then we will not continue to go in circles via e-mail. We will turn the project over to our attorney to file suit.Please let me know your intentions by Monday at 5:00pm and we will proceed accordingly.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Dear Mr. [redacted],If our windows were correctly sized and installed we would have happily paid you already. This was supposed to happen in early October! As it stands now we have a picture window that is undersized and improperly installed, and 18 other windows or more that are not correctly shimmed and do not perform properly. Nearly all of the windows are improperly installed as per your installation guide. The work is not substantially complete. You have violated the contract; because the work was supposed to be done months ago, and because you have consistently refused to meet and review the installation prior to demanding payment as required by your contract. We are the victims of inexcusably long delays and shoddy workmanship. I can’t believe that you would place a lien on our house and threaten legal action against us. You need to make this right. You know we urgently want the windows properly completed, and that your continual delays are causing us emotional and financial hardship, and yet you refuse to even review your faulty installation with us on site. We need to meet on site and review the installation to see how to correct this situation as required by the contract. If we feel going forward that you will properly complete the work quickly and efficiency we will be happy to fulfill our contractual obligations. We are entitled to, and expect a quality installation, we will not accept or pay for brand-new beautiful windows that don’t work properly and are installed wrong. We are 100% right to expect a proper installation and not windows that are not level and square, don’tclose properly and leak air. On some windows we can see daylight between the sashes and the window frame. This is unacceptable to us. Delays, shoddy workmanship and now threats? You should be ashamed! Please send a knowledgeable and highlyskilled installer who can trouble shoot installation issues regarding windows. If you are unable to or unwilling to complete the work going forward we will have to fire you and hire someone else to complete the work. If you sue us as you have been threatening–so be it. Anyone today can sue anyone else without cause. We are not people who sue as our record will attest, and have no desire to sue or be a party to a lawsuit. We always pay our bills and believe that anyone who performs work for us as agreed deserves to be paid, and be paid promptly. We had dreams of having beautiful new windows in our house and this dream is turning into a nightmare, our interior and exterior work is being setback and delayed as a consequence of your failure to perform both in terms of time and quality. We have a mortgage, utility bills, and a deadline, your failure perform is going to cost us thousands of dollars. We can’t help but feel that you are responsible for these ongoing delays in light of the fact that you have violated the contract by dragging out the installation process (and with sub-standard work) past the contracted installation deadline and by your consistent and ongoing refusal to meet to review the installation before demanding payment. It seems to us at this point that you have abandoned the work. If you, the party who has violated the contract sue us, we, as the injured party will seek recovery of the above damages, and any attorney fees.Thanks, [redacted]

Review: Purchased a Pella 350 series, 5 foot double sliding door. (purchase 6/21/13, delivery 7/22/13, install 7/25/13) Product was defective/damage in several area on both panels. There were nicks, scrapes & scuffs (call Pella on 7/26/13). Pella sales rep requested photos which were sent (7/27/13). No respond. I invited sales rep to examine door personally (8/10/13). Photos taken by sales rep & submitted to customer svs (8/13/13). Received email stating panels will be replaced & will contact w/date (8/20/13). Received call from service dept to schedule an appoint for another examine (8/27/13). New appointment was to be 10/11/13. I called on 8/30/13 to ask for email confirm for 10/11/13 appointment and was told Pella would not be coming at all.Desired Settlement: I want Pella to replace the damaged door panels as was stated in the emails and in-person. I purchased a new door and not one that appears to be recycled. They have very poor customer service, no response time and nasty unprofessional people that work for them. I had to continually chase their sales rep for a response. I would like this matter resolved.

Business

Response:

We have agreed to replace the panels at no charge to customer. We have been in contact with customer and have confirmed a date with her to install the new panels.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Look forward towards the install of the panels. Thank you for your time and effort.

Regards,

Review: We originally ordered some Pella products on 10/4/12. They were installed in mid-november and we had to call for what would be the first of MANY service appointments on 11/30/12. These are very expensive products, and with that you would expect a high level of quality from the product, and a exceptional customer service. I can unequivocally claim that we have had neither of those come along with our Pella products. Without going through each and every call and repair visit in this description, allow me to sum it up by saying I have had to make dozens of calls to customer service to get repair visits to fix the same problems over and over again, which are that the screens don't stay open as they should and the doors don't close properly. One time, in an attempt to fix the poorly closing doors, the wrong parts were ordered and shipped to us 4 times, and the doors still don't close properly! Its to the point where I'm on the only one in my house who can close the double sliding doors properly. You shouldn't need to read instructions or have a certain level of strength to close a door. The screens on all 3 of our doors don't open or close as they should - seems like a simple piece of functionality that should just work. Its one of the selling points of these products - automatically closing screen doors. Repairmen have come out on 7 different occasions to "fix" this problem, and sure, when they leave it works, but it breaks again within days. So I call again to make an appointment to fix the problem, and the first available date is always more than a month away! Most recently, the between the glass blinds on one of our windows broke, so the repairman ordered a replacement. That was a month ago, so I called today to find out where it was - it was never ordered! I was told they would call me back within a week to let me know if it's been ordered. Why can't you just order it now - I've already waited a month to not have anything happen?Desired Settlement: As I said originally, we spent a LOT of money on these Pella products. For 2 sliding doors and 1 window the cost was $11,229.00, not including the installation. I've also spent additional money buying between the glass window treatments that as I mentioned above have failed and haven't yet been replaced. As a desired outcome, I would ask for the products to be serviced to work as claimed, but I have tried that on numerous occasions and it's clear that Pella can't even service their products to get them to work reasonably. So, my desired outcome is to be refunded $11,229.00 for the cost of the Pella products, not including installation. We have decided to replace these inferior products with those from another manufacturer, as every time we open or close one of the doors, we're reminded of the small fortune we spent on these horrible products and just using them is infuriating.

Business

Response:

We have reviewed the customers concerns. We have had service out to their home on several occasions. Our Service Manager [redacted] is calling the customer again to schedule another service visit to inspect the product and the installation. We 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.

Business

Response:

On 7/30 we sent a service technician to look at the problem again. The technician was able to resolve the issue. We apologize for the problem and we are glad that it was resolved. We believe this matter to be closed and apologize that the previous technicians were not able to resolve this prior.

Consumer

Response:

I am rejecting this response because: Doors are still problematic.

Review: I had recently place a $40K order with Pella to replace every door and window in my house back on 4/9 - Order Number [redacted]. Original installation date was June and I'm still waiting for the project to be complete. The service department is incompetent and the level of service and attention I have received is ridiculously low. I expect to be compensated and made whole as I have had to take off from work now for 8 days in the past 6 months for the service department to only tell me that they have the wrong part, missing something, blah, blah, blah, blah. [redacted] is the worst project manager I have ever worked with in any industry. From day one, he didn't follow through with anything. I have water damage on the front of my house because I've been waiting so long for them to finish that I could not seal the front door. IT HAS BEEN OVER 6 MONTHS NOW. MY HOUSE WAS SUPPOSED TO BE READY FOR LABOR DAY AND NOW IT WILL NOT BE READY FOR CHRISTMAS..plus I have lost over a weeks worth of pay from taking off from dealing with all the issues.

Product_Or_Service: Multiple Pella Windows and Doors for Whole House

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: See Complaint Text

Business

Response:

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.

Review: I signed a contract on Oct 24, for windows+installationThe contract states the installation will occur +/- weeks from the date of signingThe representative stated installation would occur the 1st or 2nd week of DecemberThat puts it in that +/- week zone (wks from contract signing is Dec 12)It is because of that contracted date that I signed immediately; most of our windows had been recently destroyed, so new windows were a priorityThe representative assured me that we need not worry any longer since +/-wks is in the contract, and based on current volume, it will be done either the 1st or 2nd week of Dec.After the contract was signed, multiple mistakes by Pella personnel occurred; because of THEIR mistakes, changes had to be made to the orderNone of those mistakes or problems arose by way of any ommission or commission on my partTheir errors (the sole reason for needed changes) included but were not limited to not informing us that some of the windows they sold us are not even available through them, misinforming us of the amount that would be deducted from total cost for the removal of said windows from the order (an amount in their favor), not informing us at time of contract signing of differences in appearance of the window surrounding structures from what was purchased, and then having someone do final measurements who got the measurements wrong, necessitating a third visit to finally get the measurements rightErrors and ommissions were wbolly caused by Pella, and so do not constitute a reason for Pella to not recognize the contractOn Nov 19, 2013, I was informed by Pella that the installation would occur on Jan 13-15; this is 11.5-weeks from contract signing, not +/-wksI reminded them of the contractual obligation of +/-wks, along with the verbal reaffirmation by the rep who informed us the installation would occur in the 1st or 2nd week of DecemberAny problems or changes have been solely caused by PellaThey refuse to abide by the contract.Desired Settlement: They have already charged my credit card $11,I want that amount refundedTo date, they have provided nothing, and have made clear that they will not be installing the windows within the contracted time periodThus, as they are unable to fulfill the contract parameters and have demonstrated disinterest in working with me to resolve this matter, I want my money back so I can go to a more reliable organization.NOTE:I uploaded the contract, but have lots of docs to support everything