Pella Corporation — Local services in Pella

This Company Is Selfish, Greedy And Does Not Care About Their Customers!

I sent Pella Corporation a Very Serious Letter of complaint by email back on Tuesday, August 23, 2016 because I had bought one of their Glass Screen Doors and was Very Angry, Upset and Disappointed in Their Product.

I had bought one of their Sliding Glass Screen Doors within the past year and ever since I received the Screen Door, I have NOT been able to use it and/or enjoy it 100% Due To A Bend In Their Product For The Screen Door Portion Of It Only!

This Was Not Of Any Fault Of My Own, Nor The Person Who Installed It, but rather this happened when I had received their product!

Please NOTE: I did Want To First Of All Apologize To Them For Not Reporting The Problem To Them Any Sooner, but I have Not Had The Chance To Do So Since I Have Been Out Of The Country In Toronto, Ontario Canada Going Back And Forth Over The Past Five (5) Years, Plus Helping To Take Care Of My 85 Year Old Mother who is Permanently Disabled, including suffering from a Prolapsed Bladder, Heart Condition and Low Circulation In Both Of Her Legs (Making Her Very Immobile With Her Walking) and this Happens To Be My Very First Opportunity That I Have Had In Contacting Them Directly To Inform Them Of The Incident And/Or My Complaint And To Let Them Know About My Dissatisfaction With Their Pella Corporation Product And I Have The Airplane Ticket To Prove That I Was Out Of The Country During That Time Upon Their Request!

Please NOTE: I do know that for a Fact that this product is made by Pella Corporation because Their Company Name has been engraved into The Product That I Have and enclosed in the attachments that I had provided, there were pictures showing Them Their Product which include Pictures of the Engraving Of Their Company Name Into The Product for their reference and further review.

Final Thoughts: I sincerely Hope That They Back Up And Guarantee Their Products 100% because this was My Very First Pella Corporation Glass Screen Door that I have ever owned in My Life and Hopefully Not My Last One, however, They Have Disappointed Me Very, Very Much so far!

In the mean time, if They Could Please Either Take Back Their Screen Door And/or Replace It For Me As A One Time Courtesy, then that would be More Than Greatly Appreciated!

Thank you.

Sincerely yours,

Howard Paul Shore Angry And Upset Pella Corporation First Time Screen Door Customer

/HPS Enclosures: Enclosed, In The Attachments, Please Find Pictures Of What Their Pella Corporation Glass Screen Door Looks Like For Your Reference And Further Review. Thank You.

Anyway after I had sent out my letter of Very Serious Complaint, I did get a response back from Kasey, Correspondence Specialist back on August 24, 2016 informing me that my letter was received and it was forwarded to their Customer Service Specialist for a follow-up.

Sadly, the situation does Not Get Any Better!

Back on August 25, 2016, I received another letter coming from Elizabeth Phelps informing me that their Cheap, Unreliable, Non-Trustworthy Company is Declining To Provide A Replacement Screen Door At No Charge since the one that I have has a Dent In It, even though I was More Than Willing To Return The One That I Already Have before Receiving The Replacement One.

Basically, this company does Not Stand By Their Products and When I Go To Small Claims Court with the Screen Door, I Can Show The Judge How Unreliable Their Products Are and How Uncaring Their Disgusting Customer Service Department Is and I have the Documents To Prove It!

I am Never Buying Any More Pella Corporation Products Again!

No Thank You.

Sincerely yours,

Howard Paul Shore Angry And Upset Pella Corporation First And Last Time...

Part 2 since Google has a word count and it wouldn’t all fit (I’m Maggie Ciechoski)

Two new installers show up. We explain how frustrated we are, how shoddy the work is, and how we couldn’t get a single person at Pella to actually care about our dissatisfaction. Their response? “We hear this a lot. We are kinda like therapists listening to everyone complain”

And the kicker? The replacement doors were ALSO damaged! The installers apologized profusely (it wasn’t their fault but they knew how it made Pella look)

And in the meantime- my husband had to fix the gaping holes at the bottom of each door…and Pella sent some third party to fix the stucco. He didn’t paint it, but whatever. Again, if we were elderly or disabled in some way- this could have been devastating. No one at Pella could send me a copy of the contract. They said to contact Ryan the Ghost… You can guess how that turned out.

I’d like to add that I will go out of my way to NOT complain. I didn’t want any of this… but Pella’s customer service and quality is absolutely horrid.

But wait, there’s more.

So now we have a second set of damaged doors, every person I contact at Pella has no idea what’s going on, they don’t know the history, they continue to blow us off.

So I start writing emails. Finally someone named “Ernest” gets in touch. Tells me he can’t talk long because he’s “gotta pick up his kids” but listens to me tell the whole story and explain I want a refund.

His response? Pella can give us 1/12th of what we paid as a refund.

I went MONTHS without a single response from these people, more than once. I received TWO SETS of damaged doors. No one could find my contract or explain what we actually paid for.

So I turned down the refund offer. He said he’d “get back to me”

Guess what? ONE MONTH OF SILENCE from Ernest.

So I finally reach back out to Ernest, on the cell phone number he called from the day he was picking up his kids…

Only to find out the phone doesn’t belong to Ernest. It belongs to someone named Amy.

And Amy tried to gaslight me about cancelling our THIRD SET OF DOORS being installed, said that I had my chance to discuss with Ernest (he never answered me), and stated that I can accept the $1200 refund or move on.

If they even respond to this comment, I’m sure they’ll try to only focus on the fact that I turned down scheduling the THIRD SET of doors (since the first two sets of doors were damaged)

I truly believe a full refund is warranted, but they didn’t want to actually discuss the issues from the very start of this transaction- they just wanted to blame me for not scheduling the third set of doors.

This isn’t even about the doors being crap (and trust me, they are crap)

This is about the poor customer service and complete disregard for my frustration during this entire process. No one actually cared until “Amy” stepped in at the end to tell me how it’s my fault the third set of doors aren’t being installed (as if that was ever a concern on this long list of terrible Pella-isms)

I’ve been telling everyone about this incident, and I’ll make sure no one buys from Pella. I’ve got 110k+ followers across my social Media platforms, and I’m in the real estate business- and I make sure people steer clear of this company.

If they would’ve shown an ounce of compassion, this would be different.

I just hope Ryan the Ghost is okay, and Ernest doesn’t have to talk with customers so he can pick up his kids. I hope the installers get paid extra to listen to people complain since they’re the only ones who will listen. And I hope all of the damaged Pella doors that get carelessly made, installed, torn out and discarded go to a nice landfill.

$12,000 for two doors. But it’s cost so much more than...

Update* upon posting this review they left a comment which you can see below, I emailed them twice with my info and a still haven't heard anything back. I'm so glad they're truly concerned about helping out the customers that make them millions!!

On May 26th 2020 my husband and I visited Lowe's in Lenoir NC to order replacement windows, garage door, and a sliding door for our home. We went with Pella brand and in the end spent $2,808 on everything we needed. When our order was delivered end of June we noticed 4 out of the 8 standard size windows we ordered were damaged so we had to exchange with the store and had no problem there. We ordered 2 custom sized windows one of which was for our picture window. We were lead to believe this was a custom made piece, but upon delivery we noticed it was 3 windows that were pieced together and poorly done at that. Definitely nothing that we would have picked off a shelf and paid $1,000 for. When Lowe's was contacted about the poor quality we were told we had to talk to Pella to see what they would do about it since it was a custom order. I called Pella immediately and spoke with 3 different people over a span of 2 weeks, and finally an appointment was made for a tech to come to our home to inspect the window, the appointment was for the last week in August, this was first of July that I made the phone call mind you! Fast forward to August the tech gets to our home with a box of replacement screens and looks confused when we bring him to the basement to inspect the window, he says he was never told that is what he was sent for he was just delivering screens?! So I get back on the phone with Pella and eventually someone named Emily contacts us who is a manager of some sort for our area and says after we send her pictures she will get back with us on what she can do to help fix our issues. She agrees that the window is no quality and shouldn't have been sent the way it was and let's us know she is going to get with Lowe's and they will work together on a resolution. So beginning of October we hear from her she says they've decided that Pella will remake a middle window and send us out a mold kit and we will have to take apart the window that they initially sent us and do the work ourselves to put the side flanker windows to the new middle window they are going to send us, and they're going to issue us a refund of 70.00!!!!! We were absolutely not satisfied with that, but at this point we're tired of waiting and fighting with people and need our window replaced so we agree to it. She told us the arrival time on the window would be October 27th and she would get with us on the refund. I called Lowes in Lenoir on the 28th to find out if our window is there I was told it was to be at their supplier on the 27th and would likely be delivered to Lowe's on the 29th. On the 30th I receive a call that our window was not delivered and after speaking with the supplier they were told the estimated arrival date is November 9th!!! So we ordered our windows on May 26th and over 5 months later we still have NO picture window to install!!!! In the midst of all the back and forth about the window we decided to install our garage door, upon opening it we found it was horribly damaged and when we went to Lowe's to exchange it they told us they didn't have anymore and Pella no longer made that door, so we returned and got our money back. Our sliding door also has issues with the seal and we will be returning it as well!! The quality of the products Lowe's delivered to our home was absolutely unacceptable, and the lack of concern that they and Pella have for the situation we have with our window is just unbelievable!! Definitely will not do business with...