Pella Windows and Doors

The decision to purchase a Pella sliding door has been a nightmare. After installation it was clear the roll-up window wasn't right. Reaching anybody locally was impossible and eventually I had the joy to pay for the repair due to missing parts in the original delivered door package. This summer the slider panel fully crystalized and I will post my security cam video of it to youtube. The guess is an error in production that resulted in an exploding sheet of glass. I now have again the joy to pay for inspection, then for delivery, then for installation. Delivery was to be 21 August 2018. I thought it odd there was no contact with me, so called the day before. Just as when I had to set up the inspection of the ruined door, the 607 and 518 numbers simply ring and bring you to voicemail at every extension. I left a voicemail at the 607 number and never had a response. On the day of delivery Alyssa answered at the 518 number. She told me they had called 6 August to schedule delivery and it rang busy, but did nothing more than reschedule for 29 August, which I was not aware of. They were using a 5 year old cell phone number from the roll-up screen nightmare and never updated data despite my having shared it. In talking, Alyssa told me she will be ending the call because she "won't be talked to this way." I do believe listening to a customer getting poor service and massively inconvenienced is part of the job. I now have to stay home another day of my summer break as a teacher and will have extra bills to have the door stained and installed to match the rest of the existing unit. In addition, the mullions on the side entry door are separating from the glass. NEVER AGAIN PELLA or Crawford Windows and Doors that represent them in Syracuse and Johnson City, NY. Notice in the attached photo how every square inch of the sliding panel exploded and crystallized. This is a still shot of the video from my ADT security camera I wish you could see, but unfortunately a video can't be attached here, so I made a still shot of the first frame.

They were great. They were all very nice, professional and courteous. They left everything nice and clean and were very efficient. We were very pleased.

I would use them again in the future if needed.

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We were very happy with the product and the service. Last December we moved and we need a sliding glass door replaced and Pella is our first choice at this point. We would recommend them because of the quality of their product, particularly the sliding glass doors. I was amazed that the last time we used them, they sent one person to replace the thing. He disassembled the existing window in order to remove it so he took it out a piece at a time. That is how he installed the new one. It was a little less than an 8 hour job. They were no muss, no fuss. I was shocked that one person could do the job. He did it very efficiently. They are expensive but for the value for the price, it is excellent. They came when they said they would. We will definitely use them again.

The installation crew was quick, thorough and did a great job cleaning up after themselves.

It went bad from the gitgo;   forgetting I called for an estimate,  installation not satisfactory, door sticks in track, does not close smoothly.  Installer talked me into living with it for a couple weeks before calling for REPAIR (on a new door).  When repairman finally showed up (due to many phone calls back and forth between Schenectady and the Syr. office)  reprimanded me for letting the installer go without fixing it !   Never did get fixed properly; still sticks in track.  There were many other issues with this installation; I believe I have them documented somewhere,  but, due to time and distance, cooler heads have prevailed.

We've used them for two separate window projects and they were excellent.  Their product and their service are excellent.  The windows are very good.  We had many estimates.  We have very large fiberglass windows and their price was comparable to the estimates that were provided to us for replacing windows.  It is so much nice looking product.  Both the windows are held up very well as far as noise reduction.  They tight sealed so that the windows were not losing the energy.  We would use them again if we had a project that we wanted to do again with windows that would come up.

This is the third time we've hired Pella to replace windows.  The windows are beautiful, and I believe they have reduced our energy consumption somewhat.  We've had two different salespeople over the years.  Both were well informed, professional, generous with their time, congenial, and responsive.  We received clear detailed estimates within days.  The installers, who work for Pella, not a third party, were punctual, did a clean, professional job, and offered minor adjustments to assist us with our own situation. 

There are a few issues we've had with the three installations.  One is a problem with condensation on a basement slider, but this problem may not be a window problem, but a humidity or insulation problem.  Pella has been very good about helping us deal with this issue.  The second was an unfinished portion of the inside woodwork.  Pella came out and rectified it promptly at no charge.  And the third is the issue of color.  We are doing our own trim, and the color in the latest installation did not match.  The samples were difficult to assess, and the color is not right.  One option would have been a more expensive custom job, which we were not interested in, and the other would have been to request unfinished windows to get Pella quality and the color we wanted.  For now, we are living with the mismatching color, and trying to decide whether to refinish the woodwork.

We got estimates from Pella and one other comparable company for replacement of 12 windows with Impervia Insulated Low E windows & screens.  Pella's estimate was about 2/3 the cost of the other estimate.  Estimate was done on 9/14.  We ordered several days later, and installation was scheduled for 11/1 & 2, the earliest dates they had available.  They called with approximate arrival time several days prior to installation; and called that morning to indicate they would be a little late due to a truck problem.  The crew was extremely professional and friendly, took care to protect the walls and carpet/hardwood floor from damage, and cleaned up after themselves before leaving.  They came back later in the week to clean some spots on the windows which we had not noticed when they finished the installation, since it was late in the day and getting dark.  The windows are beautiful, and have performed well through the winter. 

They were great and fantastic. Their quality, workmanship and everything else from the beginning to the end was fantastic. The price was excellent. The work done by them looks fantastic. The people who installed were very professional. We looked around for a lot of other places and they are the ones we decided to go with. So we made the right choice. I intend to have more work done by them and so obviously they are good. We did check out the prices charged by the other companies too. They weren?t the highest or the lowest, but they had the best price for the products they had. The quality of their work was excellent. Their responsiveness was great. Their punctuality was phenomenal. Their professionalism was very good. They bent over backwards to do everything. It?s the best experience with window work that I have ever had.

They were very good in installation, and I was pleased with the work overall.