Pella Carolina
Reviews and Complaints

This company is failin to resolve several window defects. I have had numerous calls and emails with their installation team without much success. Poor follow up as well.

We ordered windows on 11/12, and they were supposed to be delivered in March or April. But, like many things, they were late. We understood and patiently waited. The problem was that nobody ever updated us. Finally, in August or September, we started calling and guess what? The windows were just sitting in the warehouse. The installers came in the middle of September and did a great job. However, the factory forgot to make a place for the screens to clip in. We paid them in full on 9/21/22 and have only seen one person since then. They don't return our calls and don't bother calling us to keep us informed about the screens. They told us they have too many big jobs to handle and don't have time for individual ones. All I want is to have 6 screens put on my house. Like another customer mentioned, these windows are not cheap.

I bought a house with Pella windows and doors. Unfortunately, 14 of the crank open window sashes were all dried up and rotten. I reached out to Pella of Raleigh (NC) for help. They gave me quotes for replacing the window sashes, and boy, they were asking for over $17K! Can you believe it?

But that's not all. There were so many delays in the process. One time, they postponed the installation from 3/24 to 12/27. Can you imagine? The windows were just sitting at the Greensboro warehouse, gathering dust. Finally, when the installation started, I noticed something strange. The replacement sashes were not even painted! They were just bare wood. I asked the technician about it, and he had the audacity to tell me that if I wanted them painted, I should have had the windows delivered earlier so I could do the painting myself. Seriously? These windows cost me nearly $1000 each, and they don't even come painted!

And let's not forget about the invoices. They included the installation costs, which I paid upfront. But guess what? Pella decided to bill me an additional $1700+ for labor! Can you believe the nerve?

Overall, my experience with Pella Carolina Inc. has been a disappointment. The quality of their windows was subpar, the delays were frustrating, and the additional charges were just outrageous. I expected better from a company like Pella.

In December, I called customer service at Pella Carolina Inc. to get a window crank and French door lock repaired. I talked to Kristina, and she said I needed to order some parts. She gave me two options: either pay $125 for a technician to come out and collect the necessary data to order the parts, and then return to install them, or share the data with Pella so they could order the parts. I chose option 1 and shared the data with Pella after paying in full. They then ordered the parts. I was told that a technician would come out to install the parts, as per my quote. Kristina never offered to send a technician to see if the items could be repaired without the new parts, even though she was qualified to do so.

On 3/15/2022, a technician named Alex arrived with the parts. My husband was working from home and showed Alex the window and door. As Alex was leaving, he told my husband that he was able to fix the window and door without using the new parts. My husband asked him to return the parts, and Alex said we could keep them, even though they cost over $300.

I called several times to speak to Kristina, who had told me back in December that I needed the parts. She said that based on my description, parts were necessary and there was nothing she could do. I asked to speak to the manager, and she said she would pass along my message. Several days went by, and I called again. I left a voicemail for Melissa to call me, but I never heard back. I also sent an email asking for a resolution to this communication problem, but they flat out denied any solutions. If I wanted the parts installed, they said I would have to pay again for the technician to come out and install them.

Last month, I sent a letter to the manager, once again asking them to meet me halfway. It has been a month, and I haven't heard anything from them. They have already been paid for a contract that they did not complete. I strongly advise against doing business with this company. They don't communicate and they don't work with loyal customers like myself.

I reached out to Pella Carolina Inc. through a service ticket on 2/17/22 on behalf of my church. We needed a service technician to come and fix/replace the lock sets on the Pella wood windows in one of our buildings. They were pretty good at first and asked for pictures. I sent them pictures of the work that needed to be done multiple times through email and text. But now, they don't respond to any of my messages or calls. We're not asking for a free fix or anything, we understand that we have to pay for the technician's visit. It would be great if Pella could just diagnose, repair, and replace the locks since they're the ones who made the windows.

I ordered a Pella picture window, but unfortunately, the glass was defective and needed to be replaced. Pella hired a local company to do the glass replacement, but they ended up damaging the window frame permanently. After this failed attempt at repair, Pella agreed to replace the entire window. However, the replacement window they ordered and installed did not match the other Pella picture windows I had previously installed. When I asked about this, the Pella sales rep informed me that the original style of picture window was no longer available or manufactured, and the new style was the only option. Pella agreed to swap out all of my older style Pella picture windows for the new style.

Unfortunately, one of the new Pella picture windows also had defective glass and developed a crack. Pella agreed to replace the glass in that window, but when the service team showed up, they had the wrong size glass for the repair. The glass they had was meant for the old/original style picture window. Pella will now have to order the correct size glass and then proceed with the repairs.

According to the Pella sales representative, my job was supposed to be completed within 4 to 6 months maximum from the time I made my payment and placed the order on Monday, 16 March . However, as of 30 June 2022, my Pella job is still not finished.

In addition to these issues, my Pella windows sales representative offered me the option to keep the old-style picture windows when they were replaced with the new style. I was told that this would save Pella a $50 disposal fee for each window I chose to keep. I decided to keep three out of the four picture windows that were being removed and had them reinstalled in my house. However, after they were installed, Pella unexpectedly charged me $1200. Despite my attempts to resolve this matter, Pella has refused to refund me the $1200.

I have multiple pictures and emails that can verify the above information, and I am willing to provide them upon request.

I sent the below in April to Pella - they didnt respond - they are turning the bill over to collections agency. (appox. 10K) I spent over $100K with Pella on my home window and door replacement project. Overall the project went ok. However, there were two area I'm extremely unhappy with - 1) the team removed the wrong 3 Panel Lifestyle door - it did not need replacing - however after its removal - I went ahead and agreed to add the cost to the overall project - even though this was completely Pellas mistake. It was an additional $10,103.74. My biggest complaint is the single door you came out to inspect. It literally took TWO YEARS to get it correctly installed - this included multiple attempts - with errors such as bringing the wrong size door, bringing the wrong style door etc. etc. (We both have documentation which substantiates all of this activity.) Additionally, because the door was not in correctly for over two years, the subfloor was damaged and had to be replaced - this was discovered during a home inspection - I have attached the write up below. Last month the door was successfully installed. Im asking Pella to do the right thing and not charge for the door and installation. In exchange I will waive my right to bring this into mediation. Excerpt from Hartsell Home Inspection Service Report 1/26/2022: CRAWL SPACE OR BASEMENT - All corrections should be performed by a licensed general contractor. 19. Structural wood deterioration was noted to the subfloor at the rear left sunroom door. This area was noted to be dry at the time of this inspection. This area should be evaluated by a general contractor and make recommendations to maintain the stability of the floor system. Replacement of any structural component such as, but not limited to, band sills, joists and floor girders DOES require a building permit from county Building Standards.

On 1/27 we hired Pella to put in 10 new windows in our crib for $24,207. They said it would take a week to finish, starting on 7/18. They got to work on time, but it took them 2 weeks to put in the windows because they didn't have enough workers. After 2 weeks, they just stopped without finishing the trim on 3 windows. One of the windows had a messed-up exterior trim that needed fixing, and all 10 windows needed to be sealed up properly. The installers said someone would hit us up with an update on when they could finish the job. But then, for a few weeks, we didn't hear anything from them. I sent an email on 8/23, but they didn't give me any updates. Finally, I got in touch with the boss on 9/1. He came over to check out what still needed to be done and took pics of the messed-up window sill. He said a team would come out within the next 2 weeks. But guess what? 2 weeks went by and no one from Pella contacted us. So, on 9/13, I called them directly and it seemed like they forgot about my project because they didn't have a clear record of what still needed to be done. They told me the installers would come the next week on 9/19, but they never showed up. I called Pella again later that week to let them know, and they said the installers were busy with another job. We rescheduled for the week of 10/3, but once again, no one showed up. This time, Pella was confused because they didn't know internally that the install team couldn't make it. So, we rescheduled for 10/11. But on 10/11, Pella told us that the trim materials were broken in their warehouse, so they couldn't finish that day. They had to order new materials, and we rescheduled for the 5th time for 10/28. Since July, we've been asking for compensation for the messed-up window sill, but we haven't heard anything back.