Pella Windows of Cincinnati

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

Our apologies to Mr [redacted] on having to delay the installation of his windows We try to avoid this inconvenience to our customers when possible I understand the installation has been rescheduled for November and I am confident we will live up to the standards our customers should expect from us We have contacted [redacted] (responsible for the financing and invoicing) and they have agreed to generate a new invoice for Mr [redacted] , which will have a later due date in December or January Again, our apologies for what has certainly been an inconvenience to Mr [redacted]

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution makes sense but still feel there poor communication from Pella I will just take my business elsewhere and advise others to do the same Regards, [redacted]

The offer of 40% off or 50% off Installations is a reduction taken on the list price of the installation, as stated in our advertisement. This customer was originally quoted with 40% off installation and we re-quoted him with 50% off based on him receiving a nurturing flier. The
promotion (either 40% off or 50% off installation) does not include the product Our intention is to assist our customers in their purchase of Pella Windows and Doors and to make their experience an exceptional one We are sorry there has been a misunderstanding

Mr*** was scheduled for installation on Wednesday, October 15. Unfortunately, the product did not arrive at our warehouse on Tuesday, October 14, as scheduled. We contacted Mr*** as soon as we realized his product had not arrived on the truck from Pella, Iowa. He was then
contacted on Wednesday, October (next day) with a new installation date of Wednesday, October 22. We certainly apologize for the inconvenience in delaying Mr***'s installation and will do our best to make sure his installation experience with us is of the quality that he and we expect

I have reviewed the email trail associated with this customer’s experience with us and spoken to both the Installation Manager and General Manager Operations.  We do  understand the frustration our customer experienced.  We strive to provide a Superior Installation Solution and regret...

that did not happen for this customer.The facts are as follows.  The original install date in May was changed based on weather.  The June date – we showed up and the customer was not home.  Our sales rep neglected to inform the installation team ahead of time we had permission to gain entry.  This sales rep is no longer employed with our branch.  The customer was then out of town until the end of July.  We scheduled the installation as soon as the customer returned and installed  the doors on August 5 – but realized at that time the transom window over one of the doors was, unfortunately, incorrect.  This transom window is a custom window and takes 6-8 weeks to produce.  We offered to come to the customer’s home on August 31 to trim this window so that it would look finished until the actual window arrived.  The customer refused this adjustment.  When our Installation Manager was able to reach the customer on September 7, we offered an installation date of October 4.  The customer has requested that the date be October 11 and we now have it scheduled for installation.  Again, we apologize for the inconvenience.  We will do everything we can to ensure that this final customer experience meets the expectations of our customer.  In the end, they will have a premium product in their home they can enjoy for many years. Thank you, [redacted]Human Resources ManagerPella Windows and Doors[redacted]

First, let me apologize for what has certainly been an inconvenience to Mr. [redacted].  My research shows that we did have to cancel his initial installation due to the unavailability of one of our installation crews.  We have since sent a new crew to complete the installation.  When...

our Project Manager went back to the home on 9/25 to meet with Mr. [redacted], he and Mr. [redacted] inspected and agreed the work was complete, although Mr. [redacted] had not noticed it.  We are also scheduled to replace a sash where we have since discovered a scrape on the frame.  That repair is scheduled for October 20.

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

Our apologies to Mr. [redacted] on having to delay the installation of his windows.  We try to avoid this inconvenience to our customers when possible.  I understand the installation has been rescheduled for November 25 and I am confident we will live up to the standards our customers...

should expect from us.  We have contacted [redacted] (responsible for the financing and invoicing) and they have agreed to generate a new invoice for Mr. [redacted], which will have a later due date in December or January.   Again, our apologies for what has certainly been an inconvenience to Mr. [redacted].

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution makes sense but still feel there poor communication from Pella.  I will just take my business elsewhere and advise others to do the same.
Regards,
[redacted]