ComplaintsforO'Toole Distribution, Inc.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 7, 2024, I filed a Service request with Pella under the Warranty associated with original Order # *********.Pella responded on 10 July, requesting photos of the defects which I promptly supplied.On July 11, I received the following email from Pella Service:Good morning, Due to changes in product offerings and discontinuations of certain lines in our entry door series, we are not able to repair or replace your entry door panel. your panel is covered under the limited Lifetime warranty (attached), the sill is under a 10 year warranty (we can no longer get that part either). We can offer the following: 1. Whole unit replacement - we will provide a closest match item and deliver to your house, customer will be responsible to provide a contactor and to cover all installation costs. I have attached a closest match to your product - please note that we no longer offer the *** grills that are on your installed product and the new product will not have *** grills. 2. Warranty release - We will reimburse the product cost from the original order (*********), the unit would remain in place and would no longer be under warranty. Please let us know what you would like to do.Thank you ********************* Virtual Tech On July 12 I responded and indicated I would like to execute Option2 Warranty Release. I received no response.On Jul 17 I sent a follow up msg:Pella service I Sent you the attached Friday per your request for reply. I would like to execute option #2 Warranty Release. Please respond with how this option will be completed. Thank you. Since Jul 11 I have received NO written communication from Pella Service. I have called their office each week since and been given the same lack of information in each call. "Manager told me to tell you there is a process that takes time", however I have never received acknowledgment of my original choice of Warranty release nor any type of description of the "process" or estimate of time involved.

  

  Business response

  08/22/2024

  RE: ID #******** ***********************;
  
  Dear ********************:
  
  Thank you for contacting Pella Corporation. I am writing as a follow-up to Mr. ****** concerns regarding his experience with the local service team.
  
  We regret to learn of the difficulties he encountered with receiving a response from the service team and apologize for the frustration this has caused.  
  
  Pella Corporation is not a party to Mr. ****** purchase contract with the local Pella window and door distributor, so we are unable to provide assistance or direction in the matter of seeking monetary compensation/reimbursement. ************** will need to work directly with the local Pella service team to discuss compensation. They can be reached at **************. 
  
  As a goodwill gesture to **************, we have provided his feedback to the leadership team. *************************** (Service Manager) advised that they are already working through the warranty release process, and she is going to reach out to the customer to provide an update. 
  
  Thank you for the opportunity to address Mr. ****** concerns.
  
  Sincerely,
  
  ***************************
  Customer *********************************** Specialist
  Pella Corporation
  

  Customer response

  08/23/2024

  Original Pella Purchase order Attached for complaint #********

  

  Business response

  08/29/2024

  Our customer has an entry door that requires replacement parts that are no longer manufactured and discontinued. Due to this, customer was offered the choice of an alternate door style, or a refund and warranty release on his purchase price. He chose to execute the warranty release which is not a simple refund,it requires drafting of a contract and legal release through our corporate office. The customer was called and updated on this on July 19th,and over the next couple of weeks, he did call to check in, but the release and warranty approval were still in the process of being drafted and approved. Th warranty was approved on August 16th, at which point the release was sent to be drawn up. Our customer was contacted on August 20th to provide an update on the status of the release, and that it could take up to 10 working days for that to be produced, at which point it could be signed and submitted for final processing. An email was also sent on the 20th for follow-up of the process and expectations. Ou customer is aware that he will be contacted when the release is ready to be signed. We regret that this process requires time to complete and are optimistic the final resolution is near. We appreciate our customer's patience though this process.

  Customer response

  08/30/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  order number *********, quote number ********, date of purchase 11/25/2023, install date 2/26,27/2024, purchase price $50,730.00. Ordered windows from color sample from salesman, color on windows is not color selected, salesman says that the color of the windows do not match the Pella color sample, The windows are stained a Pella "provincial" color, the window stops are stained a Pella "provincial" color. The two Pella "provincial" colors do not match. So the resolution offered is the company will replace the window stops with a color that matches the windows. The only problem is the color we selected was the stain used on the window stops.

  

  Business response

  04/02/2024

  We will continue to look into this discrepancy further in order to find a satisfactory resolution. However, as a point of reference, I have included a photo of a factory provided provincial stain sample. It appears to closely resemble the color of the window which is in question. Based on a photo comparison, it appears that the windows were stained correctly according to the contract. The stop color in the photo is much darker than the provincial stain color. While we cannot explain why that is the case at this point, we will continue to work with our customer to understand this discrepancy and find a solution. 

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.] The salesman that sold the windows said that the windows are not the color selected, and do not match the Pella color sample for "provincial" that he had. The windows do not match the Pella color stain supplied by Pella for the window stops. The windows do not come close to matching the color trim on our house, as we would have never picked a color that did not match the trim. The sample color for provincial that company has supplied is different from any that I have been shown. The can of stain from Pella to be used for touchup on the windows match the trim not the windows. I realize that the company wants to do the lesser, which is change the color of the window stops to match the windows, but the customer desires what was agreed to in the contract in that the windows would be stained that color that was selected which was the dark stain color. The difference between the two colors is not a variation but rather a complete different color. I have a can of Pella stain for touch up, marked provincial which is dark. This company installed window stops stained with Pella stain marked provincial which is dark. The windows are of an orange, early american looking color. The salesman came out and compared the Pella sample and agreed that the windows were not the same color.

  The issue is that the windows do not match our existing trim. The color way off. Pella seems to have numerous colors flying under the same name provincial. 

  When the salesman came out, all I heard was that they looked for 100% customer satisfaction.
  
  Regards,
  
  *********************************
  
  
  
  

  
  

  

  Business response

  04/10/2024

  Hello,

  Our General Manager of operations and the original sales consultant are scheduled to meet with the customer next Tuesday afternoon. The goal is to address the color issues and find a satisfactory solution. We do intend to provide satisfaction based on the work agreement that was initiated for this project. 

  Thank you

  Customer response

  04/23/2024

  The company has responded and has offered a path forward. I am waiting now for details as to the fulfillment of these promises. Thank you

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Pella Windows and Doors of ******** install windows in our home in 2019. Recently one of the windows started leaking around the frame. We have made several attempts to get them to honor the warrantee on this window. Their position is that we need to pay either $50 for a virtual service call or $160 to have a technician come out to look at the issue. Our position is that we shouldn't have to pay anything to get them to honor their warrantee.Note: the complaint form did not show an option to select Pella, however ******* has the same address and phone number that is on out original paperwork.

  

  Business response

  07/27/2023

  Good morning,

  We are disappointed to receive this complaint implying that we are not honoring the warranty. We fully intend to honor the warranty as it is written; however, the two-year labor warranty has passed. The Pella installation warranty and service agreement states that a diagnostic fee will apply after the two-year period post installation. 

  This project was installed on 7/18/18. During the first two years, the diagnostic fee is waived. From years three to 10, the purchaser must pay the diagnostic fee. Any further labor and product will be covered by the warranty and supplied at no additional charge during that time. For reference, all product and installation warranties can be found on Pella.com.

  We fully intend to follow the warranty as it is written. In this case, the customer will only be responsible for the diagnostic fee. We have provided two options for their convenience. ******* is the name of Pella Virginia Branch owner. 

  Regards,

• Initial Complaint

  06/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered 7 Pella shades for my windows. Paid 100% fee upfront ($3500). Ordered April 17, 2023. Delivery was scheduled for June 7. I got automated texts and calls to confirm the delivery several days prior. No delivery received. I called Pella (******* Distribution) and was told that the technician had called in that day and no deliveries were being made. No one called me to explain or apologize. I requested that they be shipped to me instead since I was doing self installation and didn't need them have a technician delivery them but was told that they always send out a technician. Delivery was rescheduled for July 14. NO DELIVERY RECEIVED. I called again and was told that they could not reach the technician but hoped that he was on his way. The field service technician actually called me back to apologize. He said that my order had been added to the roster late last night but that no one knew anything about it. That it was a long distance (1.5 hours/3hrs RT) for them to deliver and would like to have them shipped instead. I explained that I had requested this last week when the shades didn't arrive the first time so I didn't understand how/why it was now an option. The field service technician said that he would ship them by PO for Friday (16th) delivery. I am submitting this complaint regardless because I have not yet received the merchandise that I paid in full for. No one at *******/Pella responded to my follow up email either.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase of front door plus install total amount $7500.00.First instal tech came out 4/13/23 stated he could not install the door bc of the age of home. Said that the sales rep should not have sold this door bc it is the wrong door for my home and will not fit. He left without completion. The 2nd attempt to install was 5/31 after being told that they could actually make it work however this was only the 2nd time they have installed this particular door per the job site manager. The installer placed screws incorrectly, left multiple screws not even completely screwed in, caulking in some areas was completely missed and in other areas the caulk was not smoothed out, the bottom of the door is not placed correctly - bc any water should run downward and not sit and puddle there; there are multiple nail holes that were left exposed, the so called "trim" is not wood trim rather they in appropriately used a metal bracket that is not cut evenly nor is it long enough to match up at the corners. So the installer used clear caulk to shove in open the space which is not a correct way to place a door structurally. The right side "trim@ is not secure. It is completely loose at the top. Project manager had me sign their job completion sheet before the job was done. He said he had 2 other jobs to go to so he wasn't even there to inspect upon completion. I was on a business call for a legal proceeding which could not be interrupted and the installer left while my bus call was taking place. He left sticker on door and residue in surrounding flooring and paneling surrounding the new door. Call with project mgr on 6/2 to discuss and he said he would find out what can be done and he would definitely call me by end of day. He did not call. His supervisor whom I also texted on 6/1 with outlining complaints and photos has not responded nor has he ever responded to my prior calls made to him through this process. refund request made on 4/13 and was denied. Sales mgr never responded either

  

  Business response

  06/07/2023

  We regret that this project has not gone ideally. This particular product choice and installation method is an alternative so same money when a door has a transom or sidelight that is to be left in place. This option is less common, which is why our installer was uncertain on our first attempt. During the installation there were some quality issues, however, we fully intend correct them. Our field installation manager visited the home today, inspected the installation, and gave our customer a plan for next steps so that we can resolve this satisfactorily.

  Thank you

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a marketer visit our home on April 25, 2022 and we signed an agreement for new windows and door. We were informed at the time that there was a delay due to COVID. The windows and doors were installed on September 20, 2022. However, there were several ripped screens and a missing screen door. We were told that it would be another delay to get the screens and door in stock. After numerous calls and an email to ***************** we were finally able to get someone to come out on January 20, 2023 to install new screens. However, once again, no screen door and missing one screen. Again, after numerous calls, the screen door was installed on March 8 by ********. He stated he would order new wheels as the door slides roughly on the track. We are still missing a screen. Once again, numerous calls, an email to ***************** all met with silence. No one ever answers the phone at the local Pella location. Only Marketing answers their phones and they just transfer me to the same voicemail. It has been over a year since this job started and I would really like this to be wrapped up.

  

  Business response

  06/09/2023

  We are sorry that there is still an outstanding issue with this customer's product. We have the parts on order that are necessary to repair the issues. Our project manager has been in touch with our customer and communicated the next steps. We will have this resolved as soon as the replacement parts arrive.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We hired Pella for a very large house project ($50K). This was supposed to take 20/24 weeks. We are at ***************************************** addition we were told we would be getting a discount (10%) due to all of the issues. They made multiple mistakes and had to come to our house approximately 10 times.

  

  Business response

  06/02/2023

  Hello,

  First and foremost, we regret that this project did not go perfectly. There were some mistakes made on the product selections at the point of sale, which were provided during the initial installation date. All products that needed to be corrected were re-ordered have been installed. The time frame on the project also extended beyond what we would have hoped for and expected. This particular product line experienced many production delays in 2022 and early 2023. Those lead time issues have since improved. 

  On May 26 our project manager, field installation manager, and **************** met to discuss the conclusion of the project. They walked through the entire home and reviewed the project. All work had been completed and we offered to give a refund for a storm door that was purchased, credit to replace a damaged mailbox, and add a good faith concession for the delays, etc. on top of that. **************** agreed and paid. 

  On Tuesday May 30, we received this complaint to the BBB. Our general manager called both Mr. and ***************** in an effort to resolve any further frustration. At no point have we excepted a request to refund 10%. During the conversation on June 2, our general manager extended the concession offer to include an additional refund for some labor and include replacing a window in the basement that was not part of the original contract at no charge. There is also a minor service issue with blinds in a door that needs to be addressed.

  We hope the Kitami's will accept our final offer. The contract is fully complete at this time. We are sorry the experience was not ideal, but we are glad that everting is installed and correct at this time. 

  Customer response

  06/02/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

  

  Business response

  06/08/2023

   We have completed the project and we have made our final offer in the hopes of bringing this to a close. We are waiting for acceptance of our final offer.

  Regards,

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had all windows replaced September 2022. On December 24, 2022 we noticed a heavy band of condensation along the bottom, inside seal of every pane on every window. Pictures were taken and sent to the salesman and project manager. Both stated they would pass it along to the service department.No communication from Pella. Messaged salesman middle of January for assistance / direction to resolve the issue. Salesman just made excuses for the condensation issue. Called service department. They stated it would be April 2023 before someone would be out. We said that was unacceptable and they scheduled a person a couple of days later (approximately January 27,2023). The person they sent accepted a sampling of pictures, inspected all windows and agreed the seals were an issue.No communication from Pella. Called service department early February 2023 to follow up. **************** representative stated an order was put in February 1, ************************************** May 2023. Called service department back late April 2023, early May 2023. **************** representative stated work would be performed on May 10, 2023.Called May 10, 2023 to get an approximate arrival time. **************** Representative stated the appointment was changed to May 11, 2023 (NO communication). **************** representative also stated it was just going to be an inspection to gather more information.Seems to be a run-around. Waiting 4+ months for another inspection is ridiculous. Communication and customer service / satisfaction is NOT a part of their business culture. We spent quite a bit to have all windows replaced with what we thought were going to be a QUALITY product. Seems we were wrong and should have selected the other window provider we solicited a quote from. Wonder how many other customers purchased their windows during 2022 that are also defective.This complaint does not include fiasco at the beginning.

  

  Business response

  05/15/2023

  We are familiar with this project. The issue is condensation on the inside of the glass, and this is not considered a defect or warranty issue. It has to do with temperature and humidity inside and outside of the home. The other type of condensation related to windows is seal failure. That would be a situation where condensation forms between the two panes of double paned glass, which would be considered a defect. That is not the case in this situation. The condensation is forming on the outside surface of the glass inside the home and not between the glass. 

  We came up short on communicating this to our customer when our service technician went out for the service visit earlier this year. The service technician was new at the time and mis-diagnosed the issue. We are going to follow up with our customer to re-address this and ensure they understand what they are experiencing.

   

  Customer response

  05/19/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I disagree... NO ONE else's home had that issue on that date and the
  homes were full of people and 'humidity' (we checked).  Also, the
  condensation was ONLY along the bottom of every pane on every window. 
  Indicating the COLD was either leaking through OR being transferred
  through the material.  If it was excess humidity, one would expect the
  condensation to be covering the panes, NOT just along the bottom seal of
  every pane.

  Please provide a better explanation for the condensation only appearing along the bottom and bottom corners of every pane on every window and NOT on other locations on the pane???.
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer response

  05/22/2023

  Complaint ID: ******** Date Filed: 5/10/2023 I wish to change my response to 'accept' the explanation O'Toole Distribution, Inc. provided. After researching reputable window manufacturers / installers, it seems some condensation is normal for new windows. I still reserve the right to question the condensation issue in the future. My research showed condensation covering most of the window panes, not just a 1/2 to 3/4 inch band along all bottom seals. Not to mention the fact that my trust in this company is low due to the installation fiasco. Respectfully, *************************
  

  Sent from *************************

  Customer response

  05/22/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  
  

  Complaint ID: ******** Date Filed: 5/10/2023 I wish to change my response to 'accept' the explanation O'Toole Distribution, Inc. provided. After researching reputable window manufacturers / installers, it seems some condensation is normal for new windows. I still reserve the right to question the condensation issue in the future. My research showed condensation covering most of the window panes, not just a 1/2 to 3/4 inch band along all bottom seals. Not to mention the fact that my trust in this company is low due to the installation fiasco. Respectfully, *************************
  

  
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  

  
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  4/21/23 Damage to property, work left unfinished, finished work of amateur level standard. Repeated contact to try to resolve being ignored - spent $30,000 on the work and I could have done it better myself.Water comes in now when it rains as result of the work - no ownership to put right. Work was not signed off by myself either - they just left.

  

  Business response

  05/09/2023

  Hello,

  We are somewhat surprised to receive this complaint. We do acknowledge that some of the workmanship needs to be corrected and improved and fully intend to do so. We have been in communication with the customer and a project manager has visited the home twice since the initial installation on 4/21/23. I reviewed the certificate of completion, and the customer did sign off on that document the date of installation 4/21/23 upon completion of the work. It was noted on the form that the customer was unable to inspect all the ********************** at that time. We were notified of the quality concerns and on 5/1/23 our lead project manager visited the customer's home and wrote up a detailed recovery plan. A recovery is what we call the follow up service work plan. This was reviewed and signed off on by the customer. A few days later a second project manager visited the customer's home to inspect the leaking window. It was determined that a new window will be needed, and we have that an all other recovery items on order. Once the products arrive, we will schedule all repairs to be done. We are working to bring this to a completion as soon as possible and have no intention of leaving any unfinished or substandard work. We do ask for a little patience so we can receive all product and materials. We regret that this was not able to be completed successfully during the initial installation, but we have every intention to bring this to a satisfactory completion in the end.

  Thank you

  Customer response

  05/10/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There are 18 windows requiring reframing inside and out. Ive received a call this week (3 weeks after initial complaint raised on 4/24 not 5/1) to paint some edges - the work needs redoing, and not in one day like before as clearly too much for a crew to do a satisfactory job in a day. 
  

  I understand that the window is on back order but the other frames can be done in the meantime.

  Every attempt to get on the schedule has been faced with silence. Once im on the schedule for the work to be done Ill close the complaint.

  also I signed off that theyd finished the work - per the worker not that its good, but it has nothing remaining - which was true. It was all done, just done badly.

  once Im on the schedule reply to this and Ill close the complaint. Ignoring me to this point has caused this option - if you are surprised to receive it.

  
  Regards,
  
  *********************
  
  
  
  

  
  

  

  Business response

  05/17/2023

  We don't fully understand the source of this complaint, as we have been in regular communication with this customer. His project required some service work after the original installation. While we strive to have everything successfully completed on the first visit, there are some occasions that need work redone or materials reordered. In this case our project manager has visited the job site on two occasions, and we've been in contact by phone on other occasions as well. Our field installation manager called the customer again today to update him. We feel that we are providing adequate communication and response. We are waiting on some materials to arrive at our local warehouse so we can complete the service work as soon as possible.

  Customer response

  05/18/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  im still not on the schedule for the work to be repaired.

  aside of yesterday - i have initiated all communication, there is a complete lack of willing from pella to resolve the issue - everything is being ignored multiple times. 
  
  once Im on the schedule Im happy to close the complaint - until then, no.
  

   

  Regards,
  
  *********************
  
  
  
  

  
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  1. Replacement of back door and transom - the wrong paint color was used and the wrong color color shoe molding installed. 2. Replacement window - this was miss aligned and wrong size molding used. The paint color is also wrong. 3. 2nd replacement window - never installed snd the siding was broken. The installation manager came to review the job 4 weeks ago and agreed with my issues. However, he nor anyone else at the company will respond to my calls. Because I used their promotional financing they have been paid in full.

  

  Business response

  03/27/2023

  We are working on correcting the issues on this project. The colors were not a match and we will provide the new paint and materials to ensure the colors are correct. There are some pre-existing conditions we will need to work through. Our project manager will follow up and make sure we bring this to completion in the near future. We do regret the delays and will work hard to see this completed as soon as possible.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩