wfd1008
Member
So my wife and I deceided to purchase new entry doors and after shopping around, we deceided to pay extra and went with Pella over Lowe's. The reason we did this was because we wanted better installers and service. Well, when our salesman came back to get the deposite, we never went over the order like he said we would do. Instead, he just tested the jambs for lead, told us to sign, and give him a check. We didn't think that there would be a problem with the doors cause the initial meeting went smoothly, we were WRONG!!! When they came to install, the first thing they did was rip our old doors out, then they had to pound the basement door jamb into place and sawz-all part of our wall to get the door to fit, in the process knicking the corners of our door. Then on the front door, it wasn't even the right door. It came in unfinished on the inside, we wanted a pre-finished door. Since I had no door in the front, I had to let the installer put it in. I called Pella and talked with the sales manager, explained to him what was going on and he said that he would contact our saleman. (So on the initial install date, a manager knew of the problem) While the installers were putting on the lock plates, they split the door. I SAW this happen and all the installer said was oopps. The salesman called at 4, and I tried calling him back at 4:30 and he was gone on vacation for a week. I called the sales manager and his response was that I'd have to wait till my salesman got back in town so we could discuss the problems. So right off hand, the installers split the door, the front door was the wrong door, a screw on the hinge of the back door was about ready to blow out the side, they left their staple holes unfilled, and they left unfinished wood in the jambs. On day while I was showing the doors to a friend, I notice that where the weather-stripping and the threshold meet, there was about a 1/4in. gap. Finally, a week later I talked to the rep and set up a meeting for that Wed. morning. Well, Wed. gets here and no word from the rep. I call, no answer, left a message. Called again, no answer, left a message. So I called and spoke with a manager, then the salesman called back. He said that he talked to the project manager and was told that the problem was taken care of. The same project manager that when he came out to measure the doors asked about the doors being unfinished, and I told him, No, they are to be finished inside and out. He said that he would make a note of it and that my salesman would contact me. Well, one of the doors were still wrong. Anyway, the salesman came, saw the doors and said I'd probably need new ones and left. A couple of days later I get a call from Pella and the lady on the phone says "Mr. Thompson, I just got to looking at the notes about your door from the installers, I think we can just touch up the doors." By this time it was two weeks later. I asked if she talked to Scott, and she said no. I told her what he said, and she said I had to set up an appointment with the install manager and he would deceide. So, one night my wife and I were enjoying our firepit in the back yard. She goes in to get something and I hear a scream. I come up there and she said there's a SNAKE in the house. I look and yep, there's a 8in. baby rat snake on the floor that came under the door. When the install manager comes, I show and tell him everything, He fixes the treshold, and says I need new door panels. I tell him that the front door was to be finished on the inside and he said ok. Wait three weeks later and the doors come in. Back door was fine and they finished painting the jamb. The front door was unfinished AGAIN so they would have to came back and paint it. The next day, they did. So far, I have had to misss 4 days of work for this. I talked to the General Manager of Pella in Cincinnati and explained to him that the reason we paid more when we could have gotten the same doors for almost $900 cheaper was for the "Superior service and installation" that our salesman told us we would receive over Lowe's which IMO we did not get and asked that he honor the quote we received from Lowe's. He said no, all he could do was either order a new door, or hel told my wife that he would give us a $800 credit on any future pruchase from Pella. I talked to him today to get that in writing. He sent an e-mail to me saying that depending on the job, he would give us a credit depending on the amount of the job. So I asked, and he said the job had to be of a certain amount before he would honor the credit, that he would not give us the credit if ithe job was under $1000. Said he was not going to pay his guys to come out and install something that he was not getting paid on, and thay we were not going to get anything for free, so the amout had to be above $1000, or he could order a new door panel. I told him to order the new panel, and make sure it was pre-finished from the factory, and that there better not be anything wrong with it. He calls back with his install manager on speaker and says the doors come in unfinished and they finish them at install. So if we are happy with the way it looks, then there's no need in ordering in a new door. I called Pella in Iowa to find out if this is true and was told that if it is ordered pre-finished, then it leaves Iowa ready to install, no painting at the house.
So I need to now, am I being unreasonable wanting them to honor the quote from Lowe's, am I being bull-headed with the "credit" he was going to give? Am I being a Jack-ass??? Thank you for whoever takes time in reading this and responding. I need feed back. Thanks-John
So I need to now, am I being unreasonable wanting them to honor the quote from Lowe's, am I being bull-headed with the "credit" he was going to give? Am I being a Jack-ass??? Thank you for whoever takes time in reading this and responding. I need feed back. Thanks-John
