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On July 27, 2020, I entered into a contract with Pella Window and Door Showroom of Richmond, 9830 Mayland Dr. Ste A, Richmond, VA 23233. I purchased a:
3/4 oval door & full sidelights with dahlia exterior/alaskan storm interior, frame kensington decorative glass with black caming, camelot exterior handle in satin nickel finish avanti interior handle in satin nickel finish
Installation occurred September 21st.
Similar to most of the complaints I’ve read about Pella, my problems began with the service after the sale. Mine started with the wrong parts being installed. Although I ordered handles with a satin nickel finish, brass was installed. After numerous calls and broken promises, they were finally replaced with the correct one on November 23rd. On November 27th, they returned to do a second coat of paint inside the frame and finished a touch-up on December 16th.
My issue now is with one of my sidelights. As shown in the attached picture, the caulking on the left sidelight has cracked, leaving a gaping hole. The product is still under warranty, so I called the service department (it was either July 25th or 26th) and spoke with Tasha, one of the customer service reps. She attempted to transfer me to the service dept, but there was no answer. She took a message and said I would hear from them in 3-5 days. After no call, I called again and spoke with Bailey on 8/2. I repeated my request and again she tried to transfer me to the service dept, to no avail. She gave me an event number of [protected] and said someone should call me later today. After no call, I called again on 8/3 and spoke with Bridget. Again, after an attempt to transfer me to no avail, she took a message and said I should hear from them within 5 – 8 days. It had been 9 days since my initial call, so I asked if she could transfer me to supervisor or manager. She could not.
Pella was great with the sale, but it’s the service after the sale upon which they fail miserably.
Country of complaint: United States
Desired outcome: All I am seeking is to get my caulking repaired on my sidelight. Any assistance you can render would be appreciated.
