Public Mediation

Pella-Dispute-#9422059

J. B. vs. Pella
102 Main Street, Pella, Iowa, 50219 , United States
Amount Involved: Other terms
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Pella
    • Claimant Seeks: 2 non-monetary items.
    • Claim #: 9422059
    • Amount Involved: N/A
    • Filed On: Jul 29, 2012
    • Posted On: Aug 09, 2012
    • Complaint(s):
      • Problem with a service
      • Problem with a product
      • Customer service runarounds
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"I started this 'resolution phase' with a email to Pella Customer Support, on December 15, 2011 following a home visit by Illini Pella, Inc. of Champaign, IL.,to inspect a 38"X72"X60" trapazoid window and they informed me that the warranty of 10 years had expired as well as the two year installation warranty and provided a quote of $728.50 for the glass, taxes and labor. This is the second time that this same thermo pane and tinted window has failed. I couldn't pull the 1st replacement date up and neither could they.
In 2004 we added an addition that has 30 thermo pane triple glass Pella Windows--many with shades and one door. I thought that being a loyal customer might have helped with Pella. It didn't!
Then on April 26, 2012 Pella informed us that they had "...used a glass vendor independent of Illini Pella, Inc. for the first replacement and that they therefore had no responsibility. This was news to us in that a) we were not originally informed of that and b) No one other than Pella have ever been used for our windows and doors.
We have suggested that they replace the window glass and installation labor and we would pay $75.00 for the 130 milage. No response. We have had numerous emails and even letters to the Pres/CEO and Chairman of the Board the latter went unanswered.
Pella continues to respond with solgans like " Viewed to be the Best", and extrolling their customer service and product quality. We have had no fewer than four 'customer service' correspondents/specialists respond to our emails and letters.
They have proven to be callous and uncaring in their responses and never offered an alternative than to have Illini Pella, Inc.,provide the replacement for $728.50
Thank you, J. Gordon Bidner---Rural Carlock.
PS I think that Pella thinks that it will simply go away and that we will tire of trying to get a satisfactory resolution. It won't!"
...
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Additional Communication Between Claimant and Pella Hide
  • Aug 02, 2012, Claiming party added:

  • Hillary, you are misinformed. No one has ever installed or replaced any glass in our Pella windows or doors in our home except through your Illini Pella Branch in Champaign. The original trapazoid window and glass came from Pella. It was replaced one time again by Pella---seal failure. The Illini Pella Office should have and maintained these records. I find that your continued desire to shift the problem to the owner very disturbing, particularly when you continue to lift up 'product quality and customer service' as two of the pillar strengths of Pella. I would differ with you in that regard. I also find it most disturbing that Pella has made no effort to resolve this issue of a loyal customer other than suggesting that I/we return to Illini Pella, Inc. and have them replace the window at our cost.

    Thank You, J. Gordon Bidner

  • Aug 16, 2012, Claiming party added:

  • I find it most disconcerting that Pella, has not responded to my August 2nd clarification of the errors in the assumptions she made concerning this matter. This glass that was supplied by Pella is a replacement of the original Pella window so it WAS NOT installed in the 1973 time period. Secondly, we were never informed that when Pella replaced the original glass that THEY used a 'third party' glass supplier. In that we wanted to replace the outside door under this window, when we received a flier from Pella with a $100 off select windows and $250 off of select doors I called them and scheduled an appointment. Terry Kieswetter of the Bloomington office came out on August 8th and as we visited about the door I also asked him about the window. It was on August 13th that the Illini Pella Customer Service rep called and left a message indicating that his office was in charge of this matter and if we wanted to replace the window that the price had increased. Pella, has bouched this everytime they have responded to our claim. They have spent countless hours trying to shift the blame to the customer while extrolling their product qaulity and customer service. This just doesn't match up with reality.
    J. Gordon Bidner









What Claimant Wants Hide
Non-Cash
What By When How Much
1. Replace: Replace the trapazoid window Sep 15, 2012 N/A
2. Change of policy: If they are using a 3rd party glass inform customer Sep 15, 2012 N/A
Cash
1. Other – Pay for claim posting cost Sep 15, 2012 $7.95
2. Other – Physical delivery charges Sep 15, 2012 $2.99
Just make me happy!
Claimant invites Pella to make a fair offer to resolve this complaint.
Cash total : $10.94
Non-cash: 2 items
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "Dear Mr. Bidner:

    I am following up on your claim submitted to www.peoplelclaim.com. We appreciate the opportunity to further address your concerns. Per the letter you were sent on April 4, 2012, the following summarizes the details of records regarding your Pella® products.

    · The product is located in part of your original home that was built in 1973-1974.
    · Your concern is specific to the glass, which based on the information you provided, appears to have seal failure.
    · Pella Corporation supplied only the frame of this unit. The glass was supplied by a local glass supplier.
    · According to your local service center, the local glass supplier offered a ten-year warranty on their glass.
    o The glass warranty expired in 1983-1984
    o At the time you purchased your product, the Pella warranty provided coverage on the frame for one year from the date of sale.
    · Even though your glass, provided by the local glass supplier, was not covered by the Pella warranty, your local Pella representative, Illini Pella, Inc. has offered a discounted quote for replacement glass.
    o Quote detail: $394.02 + $34.48 (tax) + $300 labor = $728.50
    · You have indicated that the glass has already been replaced at one time.
    o No records have been presented to support this claim.
    o However, should you wish to have your local Pella representative replace the glass, please contact them directly at 217-356-6474 to work out scheduling and payment for those services.


    Thank you for reviewing this information.

    Sincerely,
    Hillary B., Pella Community Manager"

This claim will remain posted until resolved.

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  • Contributed Solution: by Bryan Morris On 11-11-2016
    View more
    Pella should re-think a nonsensical response and take the deal offered by the consumer More...
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