We have a house with all Pella windows. The windows have been in for 10 years and have a 20 year seal warranty. I contacted Pella on there website regarding a very small bathroom window and the site said I'd receive a response in 1 week, it took over a month. I was then asked to submit a photo which I did and measure the glass are, which I also did. Then I receive a contract for $490.99. The photo clearly showed a haze or film between the sealed glass panes. They respond: "No, because this is not a seal failure. If there was a seal failure there would be condensation between the two panes of glass." I respond To Natalie and the operations manager: "Hi Natalie/ Cam" Now I'm really confused. There is a film/haze between the 2 layers glass, how can this not be a seal failure. At my last house which had Pollard windows this happened 2 times and they called it a seal failure, replaced the windows and only charged me the service call. Cam I'd like you're input here please. I have sent about 4 emails since to both of them with no response. It appears they do not wish to hour their warranty.
- Approximate cost of services:
- $490.99
- Company Response
Thank you for taking the time to document your experience. We take your feedback very seriously as we continuously strive to serve our customers better. I have had the opportunity to speak with our service department and understand that upon further investigation that they recognized the issue and a new replacement sash is being installed for you on August 1. This is being completed fully under warranty.
Unfortunately, I did not receive your messages due to my email address being spelled incorrectly. The correct spelling of it is goedejc@pella.com
Please feel free to contact me using this address should you wish to elaborate on your experience further or if I can provide you with any further service. Thank you for your business and your feedback, it is very much appreciated.