Pella Windows and Doors

Sales consultant responded quickly upon my initial inquirey. He was very knowledgable and courteous. When we agreed on products and price, he set a delivery date, with installation a week later. They kept me updated constantly on our upcoming install, which I greatly appreciated. The installation crew was very friendly, courteous, and professional. They did an excellent job cleaning up after completion. Total job took 2 days. Very satisfied with the experience.

Very happy with the service we received

unknown

The workers and the workmanship was good. I'm not as satisfied with the windows themselves. They did a very good job. They came back and tried to help. They're hard to close. It's a quality issue. Probably, we should have spent more.

unknown

Not great! The person that come out here to do the measuring and give an estimate left some things out. He didn't say that putting my window blinds back up would be an extra cost, so when the installers came they didn't want to put them back up. They were messy, left a lot of debris around the windows on the floor. Four of the windows in my bedroom you can't open at half way or just a little bit, you have to either have them wide open or close them completely and its inconvenient. We told them about that and they just replied "well that's the way they are". I also want to indicate that this is a clear rapids location, my husbands experience with this same company but the  DesMoines area was a lot better than this location.

They were fine. They were all done by independent contractors that were hired by Pella.The first one was just fine and the last one was excellent. The middle one had more problems. They obviously corrected their difficulties. We used them in 2013 and in the previous 2 years. They did a good job the last time and we were very pleased with the results. We could have gotten cheaper ones but we wanted the quality they provided.

It worked out really good. The installation was great. All our windows now are from Pella. I would use this provider again in the future.

It was fine. I would use this provider again in the future.

It actually went real well. I liked that they contracted with crews that knew what they were doing to install them. I got other bids and they came in with a good price. We have been happy with the work.

They did great. They honored what they said they would do. There was a little discrepancy and they needed to do a little more work but they honored the quote. They were wonderful. The person who came was very good and very helpful. The installers did a god job too. Their price was competitive. It wasn't less than other places.

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I am very fussy and particular--2 of the windows were custom--and the rep who sold the windows made an error in their design, not a problem at all, they reordered with no hassles whatsoever.  My husband and I worked with the Pella window dealership in Cedar Rapids and could not be happier.  We plan on replacing more windows and will not use anyone other than Pella.

The service was great and they got the installation done in one day. They installers did a great job. The sales person didn’t really know what he was doing and wasn’t there that long. The sales person was taken back a little that we wanted to pay more for a higher quality. We chose Pella because we wanted the good high quality brand. The windows are easy to clean and the windows are really good. They are very energy efficient.

It turned out fine. They were very quick  to get the job done. I would recommend them to others. There were no issues with the job. I was satisfied.

The windows are great, they work well, and they did a good job. They salesman actually quit halfway through the job, but they were very accommodating to make sure everything was correct. They company was very responsible, and they got the job done in 1-2 days. They did a great job and they cleaned up after themselves. We haven’t had any issues with the windows and doors they installed.

I would not recommend them. We had the windows replaced and when they were replaced they gouged the wood around the window. They did come back and fix that, but they made the windows so tight that I can’t get them up and down. We paid extra to have a low E coating on our ranch windows and we have condensation built up in the lower edge. They said that this would not happen. Someone came over to check that, and they told us that it was the humidity in the house and I pointed out the other windows that they didn’t do, but they still had condensation on them that the other windows didn’t. I am disappointed with this because we paid all this money and still have the condensation/moisture on the windows. They didn’t fix it and we will not use them again. They also said we can just pay them and I told them I didn’t want to go through a credit card ,and they said that they would take payments. I found that you are automatically signed up to a credit card with Wells Fargo.

It was great and it turned out good. They were really professional and they estimated the time correctly. It took them just as long as they said it would to finish the job. The final cost was what they quoted me. I would recommend them to others. When I ordered the windows they explained everything very well, and went over the different options with me. The price matched the quality of the product.

It turned out good and we didn’t have any problems. The product is good and the workers are good. The price was more than fair. There were no delays for the order getting in.

It turned out excellent and it was very good. The service was fast and they did it in the winter and got it done quickly. Their prices were very reasonable. They made sure that the windows matched with what we had previously and they helped us with the colors. We picked Pella because the quality is so good.

It was not good. The installer did an excellent job but the order got messed up. It took forever to get the order done with the salesman. I waited for a long time and it was delayed about 60 days and turned out the order wasn’t submitted. The main window that we really wanted came in and it was broken. They informed me that they couldn't get me the same window again with the same configuration. I tried to get out of the contract with them but I couldn’t. The Pella window product is an excellent product, it was just messed up by the sales and delivery team. This has been going on for about 4-5 months now and I still have one other window sitting in my garage that is not installed. I’m trying to decide what to do with the configuration of the window that got busted. They did adjust the contract for the window that I didn’t take delivery on, and they made it right for me economically.

In May 2012 we met with the sales rep to get pricing and order a sliding glass door. We ordered the best vinyl door they made (the 350 Series). The installation date was scheduled for July 2nd. In late June we got a call from the sales rep that due to production delays, the install date would need to be pushed to July 17th. On that day the crew showed up to remove the old door and install the new. Progress was going well, but taking longer than expected, but I believed this meant they were doing a good job. However, the owner of the contracted crew decided to leave for another job, taking the truck and trailer with the tools. So the remaining crew had to run to Menards 3 separate times and also had to use my tools since they no longer had access to the trailer. Seemed odd and unprofessional. Once everything was done, or seemed done, the guy who was left in charge and seemed very knowledgeable told me he couldn't get the door to lock so he cut me a piece of wood to put in the door and said they should be able to get a certified Pella Technician out to fix it the next day. I didn't like the idea of it not locking, but if it was only one night, I can handle that. After not hearing anything for 2 days, I call my sales rep. He then tells me it will take 2 weeks to get the replacement part. Unacceptable to have a non-functioning door for two weeks that now becomes a security issue. I couldn't believe that for the price I was paying they couldn't expedite the resolution. Finally, two weeks later the service tech shows up with a replacement part, and he also is unable to properly fix it but makes a temporary fix which I appreciated the fact I could now lock the door. Another two weeks go by and I hear nothing so I call and they say that the part the tech was saying we needed doesn't exist and he will need to come out to take another look. He gets here a week later and determines the install wasn't properly performed causing the door not to latch. It seems like they work in increments of two weeks. After another two weeks the original crew comes out to try and adjust the door. I was hopeful this would solve the issue. NO LUCK! So another two weeks go by and the service tech comes out says he thinks it is probably a defective door. At this point I am annoyed it took so long to come to that conclusion. I finally contact the supervisor of my sales rep, expressing my dissatisfaction. He says they will go ahead and replace the door at no cost to me. I indicate I should be compensated for all the time I have wasted in dealing with this and taking days off work to be here when the construction crew and/or the service tech stop out. He says there is nothing they can do since they are fixing the problem. In my opinion, time is a serious factor of customer service and they failed miserably.
It now takes over a month and a half to get a new door. Part of this re-install was that I said I was displeased with the owner of the construction crew leaving the job site prematurely and taking the tolls that I wanted to ensure he was their from start to finish. They said that wouldn't be a problem. Well, the day before they were to come out, my sales rep calls saying the crew will be out the next day, but will be a guy short. An important note is that the door had been delivered the day before and I had them place it on the deck rather than in the garage. When I follow up with who would be gone, he said the head guy. I then expressed my dissatisfaction and asked why he would be out. Turns out he had jury duty. Now, I understand this can come up, but it is never the day before. I asked when he knew he wouldn't be out, my sales rep said earlier in the week, prior to the delivery of the door. My sales rep knew this and didn't bother to tell me and tried to communicate it in a way that was vague and misleading. At this point I lost it with him and I spoke with his supervisor expressing my dissatisfaction. When I spoke with him, he told me that the sales rep indicated I was upset because they delivered the door onto the deck. I said that isn't the issue and explained the poor communication throughout this entire process is what I was upset about. He apologized and offered some money off the remaining balance of the door. I accepted hoping I would soon be done with the experience.
So the owner did make it out and performed the install. I regret having him perform the install. He didn't seem to know how to install the door and was glued to the instructions and appeared to have never actually performed an install. It took all day to install the door and complete the finishing work for the trim inside and out. He was able to get the lock to latch but couldn't get the screen door to function and said he will have to call the service tech. Are you serious? Ok, why not, I was getting to know the service tech and began feeling more comfortable with his work than theirs.
After they left, I decided to look at the finish work and was extremely disappointed. For one, they guy must have cut his finger and was bleeding because he then used that finger to smooth out the caulk. His blood is in the caulk in 3 places. Also, there were gaps in the corners and it looked very sloppy.
Yet another two weeks go by and a new service tech comes out to install the screen door. He does something the installers didn't do with the previous door. He cuts the rubber seal on the screen door and leaves a noticeable gap about the size of a dime. I couldn't believe what I was seeing. How will that keep bugs out in the summer? On top of that the screen door wouldn't shut properly in my opinion when I compare how the first door operated.
My Sales Rep showed up shortly after they finished to collect the remaining balance. I brought him into the house showed him the work and asked when they will bring people by to show them the quality work that Pella offers. I pointed out the disappointing and sloppy finishing work as well as the functionality of the screen door. I asked if this door and its operations is something they would put in their showroom. He finally agreed that it isn't something he would want in his house. I drafted an email with pictures to his supervisor and followed up with a phone call the next day. I said I wanted another stated amount off my balance since I will be making the fixes myself and all the inconvenience. But I still needed a new screen door.
After another few weeks, the tech and his supervisor show up with the new screen door, but the rubber seal is warped. So they order a new rubber seal. He was set to come out but called an hour before and said he thought it was tool cold to install and would like to wait for a warmer day. I said that's fine and was ok waiting since I wasn't using the screen door anyway as it was winter. Here's the kicker and proof that communication is very flawed within the Pella company with the store fronts and the distribution/install service. The store calls me to reschedule and says that warm weather isn't required for the install process indicating that I requested the reschedule. I cleared that up and said it was the tech who rescheduled, not me. He then comes out in March to install but that day is cold as well, but he proceeds with the install and cuts the rubber seal once again. Now that it has warmed up, the rubber contracted and now I have a bigger gap than before. I called the Pella store letting them know the issue and said I want the rubber replaced, but I will install it. For reference, I got the part this May 2013.

I bought and installed two close out windows from Menard's that did not come with screens.I went to Lowes and provided them with the sizes of the windows and they made screens which did not come close to fitting the windows.The man at Lowes said this happens all the time.I then went to Pella windows to find out how to size the windows for screens.Keri was very helpful in telling me what to measure.She also had me e-mail pictures so they were sure which style I had since I did not but them directly from Pella.She then gave me the sizes I need to order.I chose to have them made by Pella even though they were slightly more expensive there.They came in and they fit the windows perfectly,to the millimeter!I was very pleased with the workmanship and also with the customer service.Keri was always pleasant and helpful,and she worked with me through several visits to get the right sizes.

They agreed to do this work. A truck brought the materials. The workers started to install the windows. When they installed
the facia (aluminum exterior covers) , they attached the covers with two nails near the  middle of the panels. This caused a bowing of the panels.The workers also pounded the nails so hard, causing the fabric to wrinkle. All of the facia is dark brown. When they were installing the patio panels they used white nails! To correct this, they would only paint brown on top.
   The workers put up the window panels and one did not match the door frame.  With effort it could be closed. Initially. they ageed to fix it. Weeks went by and a secretary called to tell me the  job was done and I should make the last payment. I called the company manager and he said it was good enough.
     There is more but I think you know enough,

My first clue that this was not the place to do business with was when I was talking with one of the salespeople about my project, a couple came in complaining about a bad installation. The windows they'd had installed were not opening easily, some of them taking a good deal of effort to open and close, and they were not pleased with that, obviously. Another salesperson talked to them but I could overhear the conversation, and that salesperson agreed to have someone come out and take a look at it. Being optimistic, it sounded to me like good customer service at the time, so I took that as a positive. Keep this in mind, we'll come back to something like this later.
After ordering my two doors, we set up a time to have the installers come out and do their job, and despite the price, it was about $3500 installed for a standard sized sliding fiberglass patio door and a steel front door without a window or any fancy features, things were going well. Pella products and services are expensive! So the day comes when the installers arrive, and I start asking them questions about what they're going to do, and I get concerned when their plan for "weatherproofing" the patio door consisted of only expandable foam in the gaps and caulk around the trim. Having seen many situations myself with rotten frames around patio doors due to this weatherproofing approach, this didn't seem like enough to me. I asked him about building a sill pan or at least using the fancy flashing tape that Pella makes, and he laughed at me! He had never heard of a sill pan and didn't think it was necessary when I described it to him. What a joke! These installers were no better than an ignorant home owner, and for Pella prices? No thanks, not ever again. Granted, I should have asked about the sill pan much earlier on, or demanded more detailed installation answers, and decided to take my business elsewhere. The installer did entertain me by putting some flashing tape down between the vertical and horizontal parts of the door frame on the bottom, a minimal effort at achieving my weatherproofing request. It also took them four tries to ship in a screen door that wasn't damaged in shipping. At least they were willing to keep trying to order another screen, but there was no priority put on getting one faster for me, and I had to wait 2-3 weeks for another damaged one every time.
Do a Google search for "door sill pan" and see how to prevent a rotten frame around your door, and see what at least one Cedar Falls Pella Store installer has no idea that it exists.
So after all this, I should mention that the patio door shuts hard, always has, and I think the only solution for that is a new patio door or redo the installation because the same idiot installer shimmed the door in so hard that the track is bowed outward, and takes more effort than necessary to shut it. Remember the first paragraph here again?
One more impressive thing the installer did: since my house has vinyl siding, a J channel borders the door trim. The door trim from Pella was about 1/8" wider than the previous trim I had, and instead of taking the time to move the J channel slightly and trim the siding in the process, the installer just crammed the trim in there, and now my J channel is stressed and curling outward. Real attention to detail and doing things correct there.
Although this Pella Store is an area Parade of Homes contractor, I recommend finding another place in Waterloo/Cedar Falls to do your windows and doors. Unless you want to pay a lot of money for good service, terrible installation, and ok products.