PELLA WINDOW STORE

We gave detailed information to the Pella branch at Cherry Hill. They took a while to get back to us, and when they did it was essentially just one number. What detail they provided indicated that (1) they weren't using the window series we asked for and had substituted a more costly product and (2) the boiler plate installation description (just a few lines) included work we did NOT want done (stuff the contractor ordinarily does). We asked them for a more detailed quote. I mean, even just the cost of windows vs installation (since we might just buy windows), details on the windows themselves (there was NO detail, not even sizes we could confirm) and noted that we had asked for a different series. Their response (1) we don't provided itemized quotes and (2) we are phasing out the windows you asked for and using these more expensive ones instead. I mean, wouldn't you provide that information when we contacted you or with the quote? And wouldn't you be able to provide at least a description of what is being quoted, like window sizes and installation vs. just windows, as one could hypothetically get just windows? Or really ANY information that wasn't just a price? And why would you refuse to provide this when asked on follow up? Overall, very sketchy. Does not seem legit.

I used the Pella Windows website to research replacement windows for our basement. After researching Pella and several other sites, I went back to the Pella website on September 28th, 2013 and used their on-line format to schedule an appointment. I had numerous choices for available appointments, but the 11 am appointment on Saturday, October 12th worked out well for my family's schedule.
The appointment was scheduled, and I received an e-mail confirmation back from Pella for the date and time I requested. A couple of days later, we received a USPS Priority Mail package that had a nice little printed confirmation notice and two tea bags. The folder also stated to "Take a moment and relax" and they were going to make everything effortless, promising a positive experience.
On Thursday morning, October 10th, a couple of days before our scheduled appointment, we got a phone call from Pella telling us that the appointment we had scheduled for Saturday October 12th at 11 am was no longer available, and we had to choose another date and time. This is almost 2-weeks after I scheduled the first appointment. The man on the phone could not immediately offer another appointment, but could squeeze us in on Tuesday, October 15th at 6:30 pm. This was not really a good time for us, but we agreed to it so we could get the appointment and the estimate for the replacement window work. 
About 3 hours later on Thursday, October 10th, I got an e-mail confirming our first scheduled appointment for Saturday, October 12th at 11 am.(This was the appointment that they called and canceled on me)  About 8 hours after that e-mail, I received another one confirming the appointment for Tuesday, October 15th at 6:30 pm.
No one from Pella Windows showed up on the original Saturday, October 12th, 11 am appointment that was scheduled.
On Tuesday, October 15th, my wife and I were waiting for someone to arrive at 6:30 pm, as promised, "To make replacing our windows virtually effortless" as described in the items mailed to us. The e-mail also told us to "Rest assured that your Pella Representative will arrive on schedule, wearing proper identification." Well, ... it never happened. Instead, we get a phone call around 6:40 pm, telling us that "I am on my way & will be there in a few minutes". I asked where from, and I was told Cherry Hill, which is at the oppisite end of the next County. There is no short cut from Cherry Hill to our home in Williamstown. Also, from 30 plus years of driving in commuter rush hour traffic, I know it would take at least 45 more minutes to arrive. I told him to just forget about it.
We selected the best available appointment time frame to fit our schedules, and Pella agreed to it, but then cancelled it on us. We  rearranged our Tuesday schedule, including missing our Grandson's soccer game, to have the 6:30 appointment, and they could not keep that one, either. We will be searching for other replacement window companies, and are fed-up with Pella's failure to keep scheduled appointments.

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