I have a large Pella 21-year old window that I originally wanted to get repaired, as the frame and sill were beginning to rot. In mid-October 2020, a Pella technician came to my home to look at the window and determined it was not repairable. I had removed the grills from the window for the inspection, and placed them in the next room. He did not take any measurements of the window when he inspected it. He determined that the window needed to be replaced. I told him I would be interested in discussing a replacement and getting an estimate. I never put the grills back in the window, as I expected that the window would be replaced soon.
I received my first appointment communication email from Ralph Ruggiero, Pella replacement specialist Monroe, CT on 11/01/2020. We spoke by telephone on 11/02/2020. Ralph sent another email on 11/02/2020 with the quote for the work. In the email he stated that he estimated the size of my window. He indicated that his consultation could be done virtually using the photos and there was no need for him to come to the house. I texted photos of the window to him. The window did not have the grills in the photos, but the nubs that connect the grills to the window are clearly visible on the window in the photos. Every window in our home has grills.
On 11/09/2020, I received a request to sign the contract to have the work completed. I did not notice that the contract indicated that the window had no grills. Ralph never asked me if I wanted grills. I signed the contract on 11/16/2020 agreeing to its terms and a price of $3, 647.74.
On 11/17/2020, I received a Pella appointment notification email indicating a local professional would stop by my home on 11/18/2020 "to confirm the details of your project. They'll go over your order, verify measurements and let you know what to expect on your upcoming installation. It's Pella's way of making sure we have all the details covered so your installation day is hassle-free".
I do not recall anyone coming by my home on 11/18/2020 to take measurements or go over the details of my project. No one ever asked me about the grills. The only people from Pella that came to my home was the repair technician in mid-October mentioned above.
I placed a deposit of $1, 823.87 by credit card on 11/24/2020. That same day, I received an appointment notification for installation on 02/11/2021.
On 02/05/2021, I received a Pella Appointment Notification rescheduling the installation date for 02/26/2021.
The window and two boxes were delivered on 02/24/2021, and I noticed there were no grills. I asked the delivery men where the grills were, and they said they were in the boxes.
I received a call the morning of 02/25/2021 indicating the installation crew had a cancellation and could install that same day rather than the original date of 02/26/2021. When they arrived, I asked if the grills were in the box, and they told me the grills on this window were supposed to be built into the windows. They then called Pella, and Ralph called me.
Ralph and I discussed the window not having grills, and he told me he would have to price out another window with grills and call me back. He called back a few hours later and told me the new window would cost about $800.00. I was under the impression that Pella would take back the window they delivered and give me a credit toward the new window. Ralph told me that Pella could not take back the window, and that it was mine. The $800.00 was to be used to buy another window. I told Ralph that this was unacceptable, and I had no use for the window. He indicated that other people in this situation sold the window on eBay.
I asked to speak with Ralph's supervisor. Ralph put me on a 3-way call with his supervisor (I believe his name is Gary). We had the discussion about the contract specifying the windows had no grills, and I pointed out someone should have asked if I wanted grills as it was clear in the photos I provided that the original window came with grills. They confirmed that the window would not have had the nubs for the grills if there were no grills for the window.
I do not believe I should have to eat the cost of the window without grills. If there had been better customer service, this error would have been caught. I suggested that Pella ask all customers if they want grills before selling them a window. I was never asked this question. When I mentioned this to Ralph and Gary, they responded that some customers don't want grills in their windows.
I believe that Pella should take back the window, and give us a credit toward a window with grills. We have 22 other windows in our home, and a sliding glass door that may need to be replaced soon. Our daughter recently purchased a home that needs replacement windows right away. We would like to give Pella this business, but unless this is rectified, we will never buy or recommend Pella products.
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