Pella
Reviews and Complaints

For 5 years I managed the Pella Business in CT and NY. Our Customer Service rating was amongst the lowest in the 60 branch organization and by far the lowest of the large branches. A major weakness of the system is that when you purchase Pella you are NOT dealing with the manufacturer except in regards to the product. The product is manufactured by Pella Corporation, but SOLD by franchises or private companies that have signed a Pella Window Agreement. The main motivation of this group of owners is Profit and NOT service and/or long term relationships. Service Cost money and in CT and NY they have gone through 7 service managers in 6 years with the most recent hire QUITTING after a few months. They do not believe in Service. I am now on the building side - I waited 11 weeks for a service event. This Monday, the Service Tech NO Showed on our client. No phone call, NO email. No call to reschedule. I began calling my old contacts. No return call. I finally reached one of the great employees - Myrna, who gave me the earliest scheduled service call - 2 more weeks later. This is NOT a coincidence. This is NOT an rare occurrence. For 5 years I took calls from customers like me trying my best to explain away this HORRIBLE service.

Terrible experience - would not recommend Pella for replacement windows here in Colorado. A seal was broken in a crescent window on the second floor of my house - a very expensive window. The salesman told me to "paint" the outside of the window to match the house trim - this voids the warranty and regular paint peels. He measured the glass dimensions rather than the opening, so the window shipped was more than 3" too small for the opening. They tried to convince me they could just "fill" the opening with "putty" rather than put in a window with the correct dimensions. They sent a new, cheaper made window and installed it. Meanwhile my siding was damaged and currently has a big hole in it, so I will have to replace several boards so it looks right.

When I called Iowa to complain about the experience they told me they could/would not help me since the Showroom Operations are a separate entity. Tim Glidden is supposedly the Retail Manager for this area and he could care less. It was a terrible and expensive (several thousand dollars) experience which continues to cost money.

Good contractors in Colorado are hard to find. Would not recommend Pella. Find someone who cares about their reputation, service and product.

I have bought two Pella windows directly from the local Pella showroom and have no complaint about the product itself. My complaint is with their customer service and business practices. They used the credit card I gave them for the deposit to charge the balance of my purchase without my authorization and without checking with me to see if the work had been done to my satisfaction. I called their headquarters and was told that someone at the local level would call me but I never heard back. Additionally, I called their customer service this week as I am having a problem with removing the screens. Again, no one has called me back. Needless to say, I will never deal with that company again.

I wanted to fix my windows and therefore I contacted the rep of the company Pella Window &Door. The tech arrived and examined my windows. He told me that they would arrive again and would install new several windows. I waited for the phone call, but these scammers never contacted me and took money from me. I don’t know what to do now. I wonder if there are other people, who had the same experience. Can you provide any good piece of advice?

I bought door from the company Pella Storm Door. After rain storm, my door was water marked. I cleaned it, but nothing worked. I decided to contact the seller and told to clean it or provide the refund. They promised to clean it and provided the date, when they would arrive, but of course no one arrived and they stopped to reply to my emails. I wonder if there are other people, who had the same experience. Can you provide any good piece of advice?

Thank you for sending Bob Gibson, a Pella representative to my residence. Per Bob, the lower windows that he inspected are separating. At my residence, there are 12 openings with 79 windows. I was informed that 13 of 27 lower windows would need to be replaced and the windows would be sent to me to install.
However, the upper and center windows were not inspected. To determine the extent of the problem and damage to the windows, and thus resolve the underlying problem, one would need to thoroughly inspect all 79 windows including the upper and center windows. To do this, one would need to go outside with a ladder to inspect all 79 windows that were purchased from Pella and installed by a Pella Certified Contractor.
In the past, I experienced problems with the windows and a Pella representative visited my residence. At that time, I was informed about the following problems from a Pella representative: (1) the Pella windows were installed with no "R" factor (insulation); (2) the Pella window frames were rotted and the clad lifted.
During this time, all 79 sashes were replaced and two inch screws installed to hold the windows' mechanism in place. Per the Pella representative, the repair was only a "bandaid" to the problem. Now the "bandaid" has lost its adhesive. The initial problem was never resolved.
You have indicated in the email below that your records indicate that the Pella windows are from 1998 and beyond any factory warranty. Per your records, the factory warranty has expired. However, Pella violated the warranty because the windows that I purchased from Pella and installed by a Pella Certified Contractor are: (1) not fit for use; (2) not free from defective material or workmanship. Therefore, I do not think I should incur the cost of purchasing and installing all new windows and for certain other repairs of the windows necessitated by a known manufacturing defect.
To help resolve the problem and not resort to another "bandaid", I am requesting that you replace all 12 openings with double hung/transom tops. I look forward to hearing from you soon.
Now i think the best way to handle this is to set up a protest / picked outside pella stores. Also picked outside lowes . You have to hit them were it hurts. SO LETS GET ORGANIZED AND SEND E - MAILS TO EACH OTHER AND DATES TO MAKE THIS HAPPEN. [protected]@msn.com
Respectfully,
Tim Lippick

Pella is an awful company.Buyer beware! They have Lowered their standards to poor quality and demented sales people and customer service reps. The simple task of putting a new patio door in is too much for this company to handle. The rep who sold me the door came out to my house and prided the company on being American made and he couldn't stop stroking his own ego about how wonderful the company he works for is. I bought the door and I spent my whole saturday at home while they installed it. Once it was in I saw that the handle was some cheap plastic black one when I had specifically ordered and paid extra for brass. Then I discovered the lever that slides the shade up was missing on one side.In addition...I also ordered and paid for a screen door that was never entered into the system by the incompetent sales man, so there was no record of it. I was so disgusted and they said it would take
another month to have everything re-ordered. When they came to put the screen door in I was at work . I was told by the delinquent customer service lady that they cow
D come whenever to install it because nobody needed to be home. She said the track could be accessed through the outside. When I arrived home from work, I found a note on my door that they couldn't install the screen because they needed to get into the track through the inside of the house. Once again, I was disgusted! I scheduled a date, when the guy came to put the screen on he said it was BENT and couldn't be installed. That was it... I had it with this company. I called my rep who sold me this crap door and he was stumbling over his words. It has now been two months and I am still waiting for my new screen door, the brass handle and the shade lifter to be installed. This is the absolute worst company ever and I should have went to HOME DEPOT, where service and quality is superb. PELLA is an EMBARRASSMENT to an American company...I want this door installed as quickly as possible and I want pella out of my life forever

I first met with them in June and was told that I could reuse my pre-existing screen door. In August, they came for their FIRST installation and told me that they could not reuse it so I needed to purchase one of THEIRS from Lowe's...and they needed to finish up some painting. They told me that they would call me.

Three weeks later... THREE WEEKS.. I had to call them and they told me that I could only get them in to finish their work within the next 2 weeks. I called the company and asked what could be done with my bill because of the inconvenience of having this unfinished and sitting in the middle of my music studio. They said that they could lower my bill by $150.

A week later, they were FINALLY able to come in and finish their work. This was now 4 weeks from the original installation date. I called to follow up on the $150 off because of my inconvenience and they are LYING and saying they
1) never said that I could reuse the pre-existing door
2) fixed the problem and nothing was wrong

So, let me summarize... they lie to get the sale and then they perceive an installation of over a month "normal business practices".

****I do not wish the company to EVER contact me again****

I spent over 50, 000 with Pella purchasing windows and doors. The doors were wrong from the start. One door even had the wrong colored hinges and they refuse to send me new hinges. I have 15 doors with oil rubbed bronze and 1 door with stainless steel hinges. I purchased the doors through Menards and they stopped carrying Pella so Pella's customer service will not help me at all. The roll up screens are terrible, 100.00 per window and they are cheap and do not work well. I am so dissapointed in this company. I will never purchase their products again.

I had my first appointment with your company to install my windows on November 4th 2011. I took that day off from work and waited at my home. When your worker did not arrive at the scheduled time, I called Pella in Montreal to ask what was going on. I was told the worker’s truck had a problem and could not make it to my house. Why did the Pella not call me to inform me this themselves? Why did I have to call your company to be told my appointment was essentially canceled? This is unacceptable customer service. I am employed at an architecture office. Projects have deadlines that must be respected thus I must inform my boss in advance when I need to takes days off. My wages are hourly and I lost income due to your worker’s unreliability. I then had to take another day off from work to schedule a second appointment with your company.
The second appointment to install my windows was on November 11th, 2011. Since this appointment, more than 9 months have passed and the installation of the windows are still not complete (see images in document). The joints of the windows were exposed throughout last winter and are still exposed today. This is not only affecting the esthetics of the windows and my hom but it is also damaging the frames structurally.
I have called Pella in Montreal several times since April to ask for the windows to be completed. Finally, a worker was sent to my home on June 12th, 2012 whereby I had to take yet another day off from work. I honestly thought that this would be the final time that I would have to take time off from work for these windows. However, this was not the case. A Pella employee came to assess what work remains for the windows and then told me that he could not finish the work today because he had 5 other homes waiting to be done first.
I have spent close to 10 thousand dollars for my windows which I believed came from a reputable company. Your salesman and your contractor told me that I had made the right choice to buy Pella windows. However, I have not received the service nor the final product that I was promised and for which I have paid top dollars in full. Other than the fact that the exterior of the windows are not complete, here is a list of additional problems:
1. One of the windows has two handles missing
2. Unacceptable workmanship
3. All nail holes were left exposed
4. The ends and edges of all trims are not stained
5. Some elements are not assembled well
6. Damages caused by windows not being sealed

I have purchased a total of four windows from your company and I am very disappointed and unsatisfied with not only the product you have provided but also the very poor service. The quality of work I was provided was very different from the windows that are on display in your show room; you have not met my expectations, you are deceiving your customers and this is unacceptable. The cost of each window is close to $2500 each, a high price to pay for the windows and service you have provided. I am very disappointed with your company.
Since June 12th, 2012, I have not received any news from Pella. I am expecting an official letter from your company which states when the work on my windows will be finally completed. If there is any structural damage to the frames of the windows due to inclement weather I expect your company to repair them free of charge. Additionally, any damage around the windows caused by the fact that windows were not properly sealed must also be properly repaired by your company. Moreover, I have a two year warranty on these windows. The warranty should only begin on the day the work on the windows has been complete.
I hope that this is the last time I need to contact your company with regards to the unfinished and unsatisfactory level of work that you have provided. Note that if you do not respond to this letter adequately I will be forced to pursue legal action.
Thank you for your immediate cooperation,

These YouTube videos pretty much explain it all:
http://youtu.be/BB8qCwzVK4w
http://youtu.be/w-tA_BaTiGY

Pella Windows was contracted to manufacture and install these windows for this customer, who paid Pella installers nearly $3, 000 for the work.

Pella failed to properly measure and size one of the windows and then tried to cover up their mistake with this ridiculously bad installation, rather than making good on their contract.

According to the contract, Pella Windows is responsible for:
• The entire project under the contract;
• The proper completion of the project;
• Inspecting all products purchased per the contract.

Pella Windows and their installers failed at their job miserably, and now refuses to honor the contract that they authored, causing this retired customer, who lives on a fixed income, to pay nearly $3, 000 for this shoddy, unacceptable, and embarrassing work.

USE CAUTION WHEN CONSIDERING PELLA WINDOWS ... THEY MAY RIP YOU OFF TOO

We have replaced our Pella windows and sunrooms numerous times. The metal cladding hides rot until it is too late to repair. We have tried to do everything suggested by Pella to maintain the windows but in some places are in our 3rd replacement. Even if they discount the window somewhat they do not give you the replacement and their is still labor to pay. And what is the point of replacing something with another defective product? Some are the sunroom series and some Proline and architect series.

Well, seven windows were replaced in my house. I almost went with the competition to do the job. I clearly remember the salesman from the competition tell me "Good Luck", when I told him I was going with Pella to replace my windows. All seven windows were to be replaced within two days. After the wrong size windows were ordered and some of the windows were damaged the install crew came out again 5 weeks after the first appointment. Again, a window was the incorrect size. Five weeks later the install crew came again. This time a screen was ripped and the sash was dented. After the fourth time of coming to my house, amazingly the job was complete (1 week shy of 4 months after the initial install date). In addition to this the install crew did not pick up after themselves with saw dust left on the grass, caulking that was all over the grass directly below where each window was replaced and caulking on my driveway that is permanently stained and nicked/gashed drywall in my bedroom. Good thing I didn't have all the windows in the house replaced. I haven't decided if I would use Pella to replace the rest of the windows in the house? Two of my neighbors need new windows in their house, so they asked me about my experience. Yea... It is ironic I remember the salesman from the other company say to me "Good Luck."

We bought 4 Palla pation doors with 4 screens last Oct. We hired another professional company to install them last Oct. There are 1/4 inches gap between the screen frame and the main door frame, a lot of bugs come inside from the gaps.

We called Pella right away after the installation, a Pella inspector came over and told us the sizes of the screens are not correct. He wanted us to be patient. 6 months passed, no reply has been received from them since last Oct 18.

I called them 3 week ago. A lot of unhappy stories happened here. They refused to take my calls. The phone representative transferred me to their voice mail. I left tons of messages and none reply was received.

Until I called the supervisor, another Pella inspector came over yesterday. He said he just received the report documents from the previous inspector in Oct and that is why the reply is delayed. He said the sizes are correct, the reason is installations . Pella are not going to responsible for it. I don't trust him. He is lying.

Summer is coming. The bugs are keep on coming inside. We have bug bites all over arms and legs now. I also tried Raid but it almost killed me. We have spent over $4K on changing doors, but we can not open the glass door now.

We are planning to sue them? Could anyone let me know how to sue them without much costs? Any suggestions are appreciated. please email me: [protected]@yahoo.com

Recently, I paid Pella Windows/Doors $4, 000 to install a fiberglass sliding door, 3-panel...a big one! When the installer arrived, he said that one of the doors was cut incorrectly. I called the company on the spot and the install manager offered me an insulting $250.00 off the price with no offer of replacing the damaged section. I told them to come and pick up the doors. About 10-days later a truck pulled up to get the windows and pulled all of the packing material off the windows and throw it on the ground in my back yard. I called Pella corporate because I had already been lied to about when I would i would get my refund. I was told that Pella corporate had no control over it's franchise, in this case, the franchise in Monroe CT. Weeks went by...no refund and the garbage which they left in my yard wasn't picked up as they has promised. We have since gone with a competitors product and the process was flawless and professional. I was so impressed with this "other" company I had them install new double hung windows throughout the house. So...Pella lost my $4, 000 in business because they had no quality control and lost another 16k in windows. I cannot recommend Pella Windows/Doors to anyone. I think from corporate down to the franchise I was dealing with very bad used car salesman. As it turns out, windows and doors is a very competitive business and there are a lot of quality providers out there. Pella would be last on my list.