Aaron M in the last week Horrible customer service post install. Impossible to get them to fix a poorly installed window that is leaking. First they send the "service technician" who literally flooded my back yard with my garden hose trying to show that the window wasn't leaking. Meanwhile water was running inside of my house causing more damage. They then accepted the fact that it was leaking. Thanks captain obvious. At this point they left my window completely dismantled on the inside and said the installer would come by the following week. A week goes by and nothing from Pella. I call to follow up and this is when I discover that Pella uses independent contractors to install their windows. I'm told the installer has to call me to set up the appointment. Another week goes by and nothing. I call Pella again and they want me to chase down their installer. I remind them that this is their installer and it is their responsibility to get this person to fix the window. Another two weeks go by and nothing. I call again and get the same response. It has been over a month and a half now and Pella has still not come by to fix the window. Basically the installer gets paid by the install and has no incentive whatsoever to repair their faulty workmanship and Pella defers any responsibility for the repair onto the installer. To summarize, Pella is great at providing the windows at the time of sale but their responsiveness to deficiencies is atrocious and they really don't appear to want remedy any issues with their installations. It's completely amateurish.
- Approximate cost of services:
- $2,000.00
- Company Response
Our sincere apologies for the way in which your post install service was handled. This is certainly not typical and the delays, lack of urgency and unreliable communication are inexcusable. We are truly sorry. I have had the opportunity to discuss this situation with the installer who attended your home and am of the understanding that he was able to identify the site conditions that were causing the issue and provide a solution. I trust that your issue has now been resolved but if it hasn’t, would love to speak with you. Feel free to e-mail me at goedejc@pella.com if you wish to elaborate on this issue or to discuss your experience further. We appreciate your business and will be here to provide further service should you require it.