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Pella Window Store complaints

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9830 Mayland Drive Suite A
Richmond, VA 23233 | Get Directions

(800) 799-7809

http://www.pellabranch.com

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Total Amount in Dispute:
$5,600.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Pella Window Store closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Pella Window Store

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12/8/2021

RESPONSE: Complaint was not answered Amount in Dispute: $5,600.00 Amount Settled: $0.00

Customer Complaint

11/12/2021

I would definitely not ever recommend Pella Windows of Richmond to anyone. The installation was horrible, not Pella contractors, which is who I was told would be installing, and this is the main reason why we went with Pella —the installers were subcontracted—Communication to us is poor to say the least. It took two days to install the windows (not a problem) but the installation crew from day one was not the same crew as day two. The installation was so poor that out of 24, Series 250 replacement windows, 22 of them had problems. When I mentioned to the installers on day two that there were problems with the windows, the installer told me that yesterday's crew did this so I needed to contact Pella. Trash was left in our yard; molding was broken on the house and accent lights were damaged. I instantly texted my sales representative and did not hear from her for a few days and when I did it was "Well how do you like your new windows?" Didn't she read her text/email? Needless to say, I was not happy. Pella sent out a person to replace a window that was measured incorrectly. Pella also sent out people to try to correct the windows; but as of today, four months after the original installation (a total of 11 trips to our home for the windows) they are still not correct. I am beyond frustrated and have stated I believe I should not have to pay for this installation. The financial compensation offered was so little compared to the installation price. The installation was t Resolution Sought Compensate me and fix my windows correctly with a life time warranty for anything that goes wrong with these windows

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