Pella Windows & Doors

Horrible customer service responding to a safety issue. It was resolved after 30 days by hiring an outside locksmith to drill a hole in a custom entry front door to add a deadbolt so that we could lock our door when exiting the home. The Pella 3 pt locking mechanism had failed.

Great product. HORRIBLE customer service. Missing windows, missing installation parts, lost or damaged windows. "Your order is in but we can't find them in the warehouse." The project manager is out today or at lunch and will call you back.? Fat chance. Windows order placed in January of 2022. The third installation was today but bronze windows were installed with a white mul kit. Looks really great from the street. I don't know how the other Pella branches operate, but the Orlando location is a complete and utter shitshow.

ORLANDO, FL After selling a property, I recommended a company to the new owners, but it turned out to be a regrettable decision. Despite paying the full amount and providing the required information, the new owners faced repeated requests for the same information from Pella Windows. I stepped in to assist, and eventually, the installation date was set for March 2023. However, when the installers arrived, they discovered a missing part and promised to return. Unfortunately, as we approach May, we haven't received any updates from Pella Windows, which is completely unacceptable given the sizable order of almost $50,000. It's disappointing that Pella Windows fails to show appreciation for their customers.

The quality of the product and the install personnel were excellence.  Customer support and coordination was very poor.  While I understand shortages and delays associated with COVID the lack of communication with the customer concerning need to reschedule established appointments was terrible.  In almost all cases I had to call the day before to verify that an upcoming appointment was still on, only to be told that either materials or labor was not available. Why not be proactive and inform the customer.  My professional experience says that especially when you have bad news it is best to inform the customer and involve them as part of the solution.  As a result of turn over in staff there was a lack of continuity with the customer interface.  As we approached the end of the project there was another missed appointment with no notification. I was told that as a result of my inconvenience my contact had been "authorized" to provide me with a gift card.  We never got that gift card.  That example about sums up the Pella experience.

Paid 6K in April and the only time I hear from Pella is when I call. Failed to meet 3 appointments that Pella set up. Pella never calls to let you know there is a delay or with a plan. Pella only re-acts never pro-active. By far the worst company I have dealt with regarding home improvement. Still no work and no timeline on when they will even start. GO WITH CHAMPION

We are very happy with the doors as well as the installers and painter. However, the scheduling and management were less than desirable. First of all, the framing and outside painting were not completed with the installation. After weeks of waiting, we had to call the office to schedule and it sounded like they had simply forgotten about us. When the framer finally came out, he said that the frames had not been ordered so they had to pull what they had in the warehouse, which was framing that needed to be painted. Then we had to wait a few more weeks for the painting go be completed. Now that it is done, the doors look great. Now after making the final payment, I have received another call from Pella asking how I want to make the final payment. It seems like this part of the business has some definite organizational issues. So would I recommend this company? It's hard to say. It depends on how patient you are. You must decide how much frustration and effort you're willing to endure in order to end up with a quality product?

There work was done promptly and correctly. Excellent company to work with

They did a marvelous job. The price is comparable. They did exactly what they said. They make sure everything fit exactly as it was supposed to. They made sure everything was pretty. There was an issue with the blinds. I got the one with the double pane with the blinds inside. They made sure everything was inspected for the county.

I had a broken window. I reached out to them and after being transferred, spoke to a woman in IL. I was on hold for a long time and when they finally came back they said they couldn't schedule me for another 10 weeks. My window is open and would not close. She said she put me on the list and if there is an opening she will move me up. She then wanted a credit card. I thought this was the worst customer service I have ever had.

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Very dusty experience. Crew used a vacuum with a dirty filter and dust everywhere. Patio full of dust .it looked like a bull in china shop work.Final results ok but not necessary mess

I initially considered doing the work myself as I had renovated our house, floors, and kitchen but wanted the job to be done right and meet the code requirements of the area. It should also be noted that there are some interesting shapes to the windows in our house, however, nothing that appeared to make the salesman who took initial measurements at all nervous. We also had postponed the initial install a few weeks from their recommended middle of May date because my wife would be off work over the summer and we had some athletic events that we were taking part in during the middle of May. So, I've outlined the schedule of the work below. Overall, the most disappointing part of this process was selecting Pella based on their reputation and then having this project go so poorly.
3/27 - Initial sales consultation & measurement
4/10 - Detailed follow-up measurement
6/8 - Originally scheduled install date
6/9 - Actual install date due to installer's schedule and getting a different installer
6/10 - Install continued - realized multiple windows were measured incorrectly on both the initial measurement and the confirmation measurement. 
6/11 - Install wrapped up with what could be completed with two windows not installed, two windows inoperable due to broken counterbalances. Later, we would come to find out that each window that had been installed with a mull bar (used to connect multiple windows in one opening) were installed incorrectly with the mull bar being cut too short. A lack of communication on the next steps occurred, resulting in an excessive delay prior to the next attempted installation of the remaining windows. We also came to find out later that this delay was due to Pella's coordination with an outside company to manufacture the semi-circular window above our front door because Pella was "unable to manufacture a window of this shape". 
8/7 - After a service appointment was scheduled without consulting us for the end of July, we finally made arrangements for the service appointment and "final" install to occur on this date. No one communicated that the window above the front door would not match with different thickness grids and be manufactured by a different company. The window in the back bedroom still didn't fit. Service techs resolved windows that wouldn't open and ordered all new screens due to the originals being pulled too tight and bending the frames. The new screens were delivered several weeks later and were better shapes than the original screens, although installing them myself was a bit of a guessing game. A fifth measurement occurred for the back bedroom window since the second window that was ordered still did not fit. 
9/3 - Installers arrived at 9:45 and left at 2:45 after getting the back bedroom window installed because of a separate appointment and "family" event that the installer needed to make it to although we were told the job would likely be completed in one day. The installers were here to correct the incorrect installation of the three main windows in our house with the mull bars that connect multiple windows having been cut too short by the first installation crews. Most everything in those three sets of windows had to be removed and reinstalled. 
9/4 - Told to expect 8:30 arrival, installers arrived at 9:30 with no phone call. Installation of windows was completed except for the second version of the window above the front door that, once requested, was ordered with grids the same thickness as the Pella grids, although the point where the grids connected still didn't match. At this point we were ready for the inspection to be scheduled although the trim on one outside window was not completed because they didn't bring the correct materials. The tilt open latch on the back window was also missing. 
9/15 - While walking up to the house I noticed that there were some significant gaps in the caulk around two windows. I emailed Rob Sydnes with photos of the issues and thankfully they were able to have someone out the next day to caulk all the gaps in both the exterior and interior trim. 
10/2 - we were told the inspection had been scheduled for this date after miscommunication and lack of communication from Pella but at 3:30 my wife called the Pella representatives who informed us that the inspection had been scheduled at the wrong house.
10/5 - Inspection occurs and inspector notified us that the use of tempered glass on our front windows was unnecessary. 
10/11 - Pella was out to finalize the screw hole covers and trim on the outside of the house. They also installed the missing tilt latch on the back window after we sent multiple pictures of the missing parts. The installer that arrived did not have enough screw hole covers and did not have the correct trim material to finish the work on the front window. We were told they would be out the next day to finish the work and drop off additional screw hole covers.
10/13 - The installers came out and finished the missing trim and screw hole covers.
After the installation was completed, we discussed the process that Pella had just put us through. It is actually fairly difficult to put into words how frustrating this whole situation was for us and we communicated that to Pella hoping for some remuneration for our troubles, for the mismatching non-Pella branded window, the ongoing miscommunications and two days that we had work scheduled where someone had to be home and they didn't arrive. Also, having trusted Pella to meet the code requirements with the order and then have them exceed the requirements either by error or having a salesperson that didn't know what was required is extremely disappointing and exactly the problem I was attempting to avoid by hiring a professional. Pella did refund us the cost of the window that they were not able to manufacture but were not willing to do anything else to compensate us for the wasted time, effort and worry. They did provide a $150 gift card for the two windows that were ordered with tempered glass where it was not required. Presumably, due to the number of visits and payments that had to be made to the assortment of installers, Pella was unable to provide any reimbursement. Unfortunately, we had nothing to do with the fact that the initial, follow-up and even future measurements had been made incorrectly by a variety of Pella employees/subcontractors. Additionally, the incorrect installation of the three windows that required mull bars required additional materials and time on behalf of Pella but again, this was out of our control.
In the end, we are glad the project is completed but utterly disappointed at the amount of time this project ended up taking to get to completion. If you choose to utilize Pella, make sure you ask specific questions about timelines, communication, code requirements for your specific area and whether or not the windows you are getting are being manufactured by Pella or a partner company. Halfway through the project, when we'd already had some significant issues, I was very disappointed at the lack of someone taking charge of this project at leading the effort to make sure the remainder of the project went smoothly without any issue. However, none of the Pella employees involved that was capable of taking charge did this and error after error continued to happen and there was no proactive communication from Pella. They could have turned this around and gotten a reasonable review out of this but didn't attempt to resolve this (as proven by the Pella staff scheduling the inspection at the wrong house and wasting another day of our time - how does this even happen?). 
Never in my wildest dreams could I have imagined that this would take until the middle of October to have this project completed after having the initial sales consultation at the end of March.

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To make my experience better, they should have installed the windows the right way.

Pella sales rep helped us understand the complexities of the Pella window selections, and what was right for the fit of our home.
The windows were installed earlier in the year.  Their color is starting to change from white.

The deliver folks scratched deep deep gouges in our garage floor on delivery.  Apparently, Pella reimbursed our builder $1500 for the floors, however, we supplied the paint for the repair.  Not sure WHAT the $1500 purchased?

 Our door was placed, and finally the plastic was removed a few weeks ago,  The front door is warped.  The installer installed the hardware with two  broken handles and broke pins.  Pella says to wait. but the door remains broken, untouched, without remedy.
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10-30-15 update
Pella just informed us that the windows they sold to us were only primed, not finished.  We never intended to buy only primed windows.  

The rep said that it was in the 40 pages of specs that we selected primed windows.  She said it was to save money.  Why would we buy primed windows if we would have to pay a painter to paint each one?  Our builder signed for the windows to buy them, and he did not recognize primed windows, nor would he have ordered them.  If the builder had recognized them then he would have bid to paint them.

We are now stuck with unpainted windows, a p***** off builder and a Pella rep that denies making a mistake or misleading us.

We have a total of 85 windows and they are all smoky gray, except for the one he installed. It's blue. We have contacted him multiple times asking him to fix this. He tells us it will be fixed but so far no action has been taken to fix it in 8 months. This appears to be a company that caters to big window projects. Although they are willing to do it, they are not the best source to use when you only need one window.

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