PELLA WINDOW STORE

Horrible. They damaged my home. Was in process of putting in new flooring, they damaged that, the siding and my new pavers. They never completed the outside and left it open to bugs, critters and the weather. Pella had a subcontractor do the work who wasn’t insured and refused to repair the damages caused by the incompetent contractor. The door is installed crooked and doesn’t close all the way. Stay away from them, if damage occurs to your home, you will get the install manager who comes out and laughs at the damage and is condescending and rude. Door was also damaged during install they refused to replace it. Damages were over $10,000. Wouldn’t even give me the name of their insurance to submit a claim. They r only interested in making a sale, after that u don’t exist. Wish I could submit photos.

I brought the situation to small claims court and won the case given the evidence.  The manager appeared angry and upset at the outcome instead of apologizing; again, customer service is the least of the Pella priority.  The unfortunate part of this process is that I truly like Pella products and would have been willing to purchase more Pella products had there been a reasonable offer to rectify the situation.  I will not be purchasing any Pella products in the future given their perspective on "customer service."

Over ten years ago I worked with Crawford Doors and Windows.  The Pella replacements recommended and used are not good quality, especially the sliding doors.  They have warped, now do not close properly, and the expensive interior blinds between the glass panes have all failed - within 5 years.  Crawford's follow up service was terrible and after a few complaints, I was ignored.  They seem great and friendly during the sale but, that changes quickly.  Construction related business in the Kingston-Hudson Valley area is difficult to deal with and I have often encountered a negative response to the customer by sellers and contractors, Crawford is not exception to this problem.  Try another company in hopes of better service.

The sales people, Bonnie, Steve and Elise, seem to think that customers are an annoyance and treat them as such. There is no putting the customer first here, business is conducted at their convenience. If you must buy doors and windows there are many other outlets where the service and sales people are professional and well versed in the product specifications. If you want good service go elsewhere.