Window pain

COMPLAINT: Charlotte Tarr, Concord, Calif.

"I had my exterior windows replaced with eight Pella Impervia windows. I also had a Pella fiberglass entry door installed. Pella Window & Door Co. of California [in Livermore] considered this project a routine job they expected to take two or three days. It actually took 10 days spread over four months.

"The installation started even though the interior window molding hadn't arrived. They didn't protect fragile surfaces, like my newly installed stained oak window sill, which was damaged. Two of the three windows installed on the front had a completely different grid pattern, and one of the bedroom windows failed the building inspection.

"The entry doorframe finish wasn't specified in my original order and needed repair, and the sill was dented. I was eventually able to convince Pella to reinstall the door frame and replace the damaged sill. Even with the opportunities to get the job done right, there are still several major problems with some of the window installations and with the front entry door."

DESIRED RESOLUTION: "I feel Pella should pay for the costs required to correct the installation and repair the damage done during installation."

RESPONSE: Jim Fico, installation manager, Pella Window & Door Co. of California

"Mrs. Tarr's complaint is factually incorrect. The experience wasn't without issue, and we addressed these issues. The 'big dent' was so small it took them a week to consider whether it was even worth the wait.

"We realize we didn't meet her expectations for a complete, hassle-free installation experience, and we apologize, but we must also consider that this is construction, and she does have a first-class product installed. We'll issue her a check for $280, which we hope she'll accept. We thank her for the opportunity to participate in her home improvement project."

STATUS: Stalemate