Pella Windows & Doors

Initially, the windows were okay, but they would not close properly.without forcing the lock on top which we were afraid of breaking. We had the windows serviced once, and we were assured that this would never again,and the windows would close securely. Now after 9 years, we continue to have the said problem (see enclosed photo).I reported this last week, and the company response is that they would come take a look at it for a $125 fee. Excuse me, I paid $5800 for these lousy windows that don't close properly. Secondly, Pella hasn't a clue how to conduct proper customer service. The lady I spoke to last week when I reported this spoke in a monotone and sound as if she could not care less. I should have stayed away from Pella Windows and Doors when our first appointment with a sales consultant was postponed because he had to go to a Barbecue! I don't see why I should have to pay for service for my windows when Pella Windows NEVER FIXED THEM!

Spent $2,800 on a front door from these
crooks. Within 5 years it started having issues. The Paramus
location is the sales office and West Caldwell location is the repair
office. Both are 100% incompetent. Spent the last 3 months trying
to arrange for a warranty repair since the door is supposed to be
warranted for 10 years. After waiting over a month for a callback, I
called and demanded to speak to a manager. The manager called back
and apologized and said that I'd receive my parts in a week or so.
Another month passed and I did not receive anything. I then visited
the Paramus office demanding to speak to the owner/manager. Of
course, he wasn't there. I called Pella customer service and told
them what I've been going through. They had a manager (Tom) call me.
He explained that due to a number of errors on their part, the part
was just sitting in their warehouse for the last month. He was not
apologetic and made zero attempt at making things right. He claims
that I'll have it within the next few days but I really doubt it.
These guys are crooks and don't care about their customers. Save
yourself the headache, avoid them at all costs.

unknown

The service was good. They were excellent.

Service provided was  lousy.  The installer came on the scheduled date and realized that two of the four windows were incorrect.  Would not install the other two.  Had to call and make another appointment for the installation of the two windows.  We contracted for oak molding around the windows and the windows were delivered with pine molding.  This resulted in another delay in the final installation.  Silicone unpaintable caulk was used around the windows.  The caulking was not applied well and should not have been unpaintable.  I was so angry I wrote a letter to the President of Pella and the complaint letter was sent back to the Paramus NJ store for resolution. That was the store that gave us all these problems.  Will definitely not use this store again and would not recommend anyone else to use this store.  Unresponsive and unprofessional in their handling of these problems.

They came out in September. They are triple paned and the blinds are built into the windows, so our cats cannot get to them. They are the only ones that do that. It is a fiberglass door and it has a blind built into it as well. I do not think that they are as good as they use to be. They are a little stiff to get up and down. They did tell me as time goes by they will loosen up. The price is high, because of what we wanted. My wife wanted them. It is excellent quality. They were responsive and made sure that everything was okay.

We ended up ordering what we thought was the same window that was shown to us in the demo in our home.  The windows that were installed were all frame and almost no glass AND I can't reach the locks on one of the window but most important to me is that they look ridiculous.  We went around in circles with the rudest people I have ever encountered - one basically called me a liar.  We went to Pella corporate and were blown off - went on Facebook and saw the many, many complaints that were posted.
I sent Elaine Sagers a package with all emails, communications and photos and she had an administrative assistant call me and tell me to deal with the Paramus store directly.  I wrote to the President and didn't receive any response.
Doing the right thing: It’s in our DNA"Taking care of customers has been a part of the DNA of this company ever since Pete Kuyper started it back in 1925. There are so many stories of how he went out of his way to make sure that we did the right thing for our customers. Because when you do the right thing, regardless of the cost, it seems it pays back - to your customers and to your company and to your employees - ten times over."- Elaine Sagers Vice President Marketing and Customer Support 
I think that an F is too high a mark for this location and organization!  The situation went on way to long and was never resolved and we finally gave up.

The end of year rush had me waiting about 3 months for installation which was done in early January, not the best time to do this work from the homeowner point of view. Once it was scheduled they did show up as promised, but it was tough pinning them down for that date! The 3 man crew did a good job cleaning up inside the house after installing windows. The windows are of great quality and we are pleased, it has cut out drafts tremendously. The new construction included an exterior trim that is beautiful and true to the age of the house. The windows are expensive however and we do wish they were cheaper. The person who came by and took final measurements introduced himself as the Project Manager who would be handling the install. I never saw him again. The installers who did show were a nice crew who worked hard. But....... The installers did break another older window that was not due to be replaced. They salvaged one of the window frames that was being removed and replaced the broken one. However, this means I now have to paint where I was not planning on painting and the window did not fit as well as the original, so it had to be puttied quite heavily to seal it off. Also, although they cleaned up well inside, i noticed after they left that there was broken glass around the foundation. Not cool. I also paid over $900 for "Lead Safe Work Practices'. They laid down a dry dropcloth and vaccumed up with a Dirt Devil. No HEPA vacuums, not wet cloths, no plastic seals on the doorways. Considering our house was built over 100 years ago, lead-safe would have been the way to go. It wasn't until they were halfway thru that I noticed they were no 'safety nets' . My bad for not stopping them and calling Pella rather than letting them finish up. *UPDATE* After a few emails and phone calls, the original crew came back and cleaned up the outside area, Pella also agreed to refund the $900. That is great but of course I would have rather have had the lead-safe practices performed. Still, they made the attempt to rectify the compliants here.

Removed old Entry System and installed new. J&J Pella Window and Door contractors installed in about 5 hours. Were here on time when they said. Did a very nice job, cleaned up everything.

They windows that they installed still do not close all the way they do not lock. I was so frustrated with this company. I called them several times and they did not make any attempt to fix the problem. They were very persistent about getting paid, even though the windows do not latch.

I went with this company because of the quality of the windows. I tried to get the best and was willing to pay for it. The installation was terrible as well as the windows.

THIS COMPANY DOES HIGH QUALITY WORK. THE INSTALLATION PEOPLE KNEW WHAT THEY WERE DOING AND THEY MADE SURE TO DO THE WORK RIGHT THE FIRST TIME. OVERALL, I JUST THINK THIS COMPANY DID A VERY GOOD JOB.

THIS COMPANY WAS VERY GOOD. THEY DID A NICE JOB. WE COMPARED THE PRICE AND THEY WERE MIDDLE OF THE LINE. THEY STAYED PRETTY MUCH WITHIN THE ESTIMATE. WE WERE VERY PLEASED WHEN THEY FINISHED.