PELLA WINDOW STORE

I have been involved with Pella in an ongoing dispute. 
Pella will not stand behind their product and this location is not considered a corporate store.  When the franchise is not a corporate store  you will not receive a resolution from the corporate entity. 
The product delivered and installed in my home was not the same product represented in the showroom.  I have pictures from the showroom.
Pella e-mailed me that the company changed the color of the product represented and stated "I assure you that I did not know there was a change made otherwise I would have been upfront about that-please forgive me!"  They are not changing the product.
Locally, Diane Wilson could not bring them to provide a resolution after I contacted her news division.

The consultant i was working with before left the company.  The person that they replaced him with was very unresponsive. i called the regional manager on 9/26/11 to raise my concerns over the responsiveness of the second consultant. the regional manager started attacking me.  the new consultant acted telling me the things that i did wrong.  He said the previous consultant made many mistakes.  He did make one, but not many.  

told me to call me back one way or another after i asked him. . i made a payment by credit card by a certain date.he contacted the consultant. first salesman gave too low of price. no record of payment from the consultant, except when i asked them to write on the contract. 

no record of payment. I called my Mastercard company to put down that the payment is in dispute.  He said wanted proof of. when talked to regional manager, never got a receipt. he said we dont' do that anymore.  other companies send me a receipt if i request one. uncaring. i will never deal with them again. 

I cannot say much about the Pella Windows themselves because our new sun room is not yet complete but I can tell you that the Certified Pella Installer Pella recommended was a disaster.  And when we complained, Pella said they had no responsibility for the installer they recommended.  Jams of window and door openings are supposed to be wrapped with Tyvek but the installer claimed that that wasn't his job, and when I told him he had to do it, he did a substandard job.  On 2 windows, he nailed only 3 of twelve nail holes even though Pella instructions state that there should be a nail in every hole.  Finally, on approximately half the windows he failed to use Pella flashing tape.  The Pella instructions state that you should use Pella tape or the equivalent.  Pella tape is an aluminum backed tape with no warnings regarding compatibility with silicone, etc.  The tape he used was a plastic back tape that warned that it was incompatible with silicone and solvent based caulks.  When I called and left messages with the managing office in Greensboro, I initially got no response whatsoever.  When I called the Pella Corporate telephone number, they said that they would call Greensboro but I still heard nothing from the managing office,  I finally got Pella's attention when I cornered them at their booth at a home show in Raleigh.  My salesman emailed me that lots of the installers use the plastic tape but Pella has no responsibility for it whatsoever.  So basically, it appears that Pella is permitting their Certified Installers to use an unauthorized flashing tape that could void the product warranty.   Currently, I am considering my options.  Unfortunately, it may not be possible to remedy the situation without removing the windows and Tyvek from the house and re-installing them because the glue on the substituted tape leaves a sticky residue on the Tyvek..Finally, my Pella sales rep promised me touch up paint for the inside and outside of the windows, and to supply missing moldings.  I haven't received any of it.

I ordered windows and doors for a new construction home from Pella based on floor samples (10/5/2009 - $24,463.27). The windows in the showroom were very rigid fiberglass. The windows delivered and installed in my new construction home are not the same windows in the showroom. The windows continue to separate between the sash and frame. Daylight streams in. Pella would only admit that the weather stripping has changed in color at first. The builder made the corrections to installation Jonathan recommended. During the field visit(Nov 2009), Jonathan admitted that the windows did not have the integrity to stand alone and not have the sash separate from the frame. I asked for replacement with casement windows if this window had no integrity without depending on support from the framing. This request was ignored. Jonathan then offered to re-engineer the windows in the field with the old weather stripping. Offering to re-engineer windows in the field tells me there is a problem to begin with. I did not want the windows re-engineered in the field because I believe it would be difficult to meet factory standards in a field situation. I have asked for a review by upper management. The windows are not the same windows that were presented in the Raleigh showroom. I considered this a “bait and switch” and asked if the windows could be replaced. I believe the intent is to continue to say the installation is the problem when the windows are not the windows that were presented in the showroom. The conversation with Pella has gone silent. Additionally, the door grille inserts and replacement locks that were promised for the doors have not been replaced as of 1 20 2010. I would like for Pella to take the windows back at this point and complete the items promised regarding the doors ($8789.47 windows cost). I will need to take a loss on the installation cost of the windows (approximately $1000 per invoice). The Pella contact is: Jonathan Floyd - [email protected] Trade Sales Consultant Pella Window & Door Co. cell 919-607-2997

They came out, checked the old door for measurements, and gave us an estimate that we accepted. The door was ordered, took a few weeks to come in. My one ding on responsiveness was that after the door was a bit late and I had to call them, it turned out the door was already there and ready to be scheduled for installation but they were slow calling me to install it. Installation went very smooth and professional. The bottom part of the door and a bit of the floorboards had some rot, so he replaced those and installed the door. It was a bit tight to shut, but he explained that the weather stripping would compress a bit, and leaving it tight now meant they would not have to come out later and adjust it. He was right, it's a near perfect fit right now. The door works like a charm. No air or water leaks since installation.

It only took 3 days. They slide easily. Installation was done very well. They were efficient, pleasant and easy to work with. They were punctual and they cleaned up very well after each day.

They did a nice job installing the windows, and the installer went out of the way to make sure we were satisfied with the job. The installer noticed a defect on one of the window sashes, pointed it out, and made sure a replacement was ordered. The job took about five days. Although the installer cleaned things up well at the end, it would have been nice if cleaning was done throughout. After the old windows were removed on the first two days of the job, there were wood splinters and nails on the floor inside the house. We cleaned these up ourselves as we were concerned about stepping on them. Still, I would recommend them. The windows are very high quality and the final look is good. We were not quite satisfied with some of the trim work, and they came back to make it right without any hassle.

Josh, the representative was knowledgeable. When he didn't know something he definitely would ask someone else a the company for more clarification. I thought this was good so that he wouldn't tell me something that wasn't true. He really worked with me because this was such a large order. He was flexible in getting the work done in 2 parts so I could get the money to pay for the windows. Leo, the installer, is a really good installer. He did the work in a timely manner. He got people to help out so he could get the job completed quickly. He cleaned up well when the work was done and even showed me how to work the windows. This was nice because of the big investment that I made. He was very respectful to me as well. I am VERY pleased with the end result!

THIS COMPANY DID AN AWESOME JOB. THEY PICKED OUT GOOD QUALITY WINDOWS FOR THE HOUSE, OKAYED THEM WITH US AND THEN INSTALLED THEM. THEY WORKED QUICKLY AND THE RESULTS ARE WONDERFUL. THEY CLEANED UP THEIR MESS BEFORE LEAVING ALSO.

I HAVE USED PELLA MANY TIMES AND THE REASON IS, BECAUSE I CAN ALWAYS DEPEND ON THEM FOR QUALITY WORK. THEIR WINDOWS SAVE ME MONEY ON MY BILLS AND THEIR SERVICEMEN ARE VERY PROFESSIONAL AND POLITE.