Pella Windows and Doors

i ultimately decided to not replacement my windows, but I did appreciate the customer service and knowledge that Ms Burns provided to me during the proposal process. If i were to have replaced the windows, it would have been Pella, for the product, and for the service provided by Ms Burns.

I called Pella to set up an appointment for an estimate on bay window replacement and 2 large double hang windows. The person on the phone (Gail) mentioned that Pella can meet my schedule to set up an appointment since they have 8 sales reps. I set the appointment up for 1PM on Tuesday. I waited until 1:30PM on Tuesday before I called Pella to find out why the sales rep have not shown up yet. Gail didn't know that the rep hadn't made the 1PM appointment yet. Gail called back few minutes later to tell me that the rep is running late and he won't be able be at my place until 3PM at the earliest. Gail apologized profusely and offered to re-schedule the appointment for another day. I called Pella since the brand is a national-brand. They claimed to have several JD Powers awards for customer service, and 8 sales rep in my area. They can't call me to tell me that they can't make an appointment? They didn't even offer to send another sales rep immediately. (Where are the remaining 7 reps?) I'm completely disappointed with Pella. I'm calling another manufacturer for the window quote.

They measured and checked the window again and again. When they brought it they said there is no way that they could install the window. It wouldn't fit. It was a very expensive window. So we had to have it re-measured. I was really pleased with the window, their attention to detail was great. They didn't want to put the window in unless we were sure we wanted it tilted. They were always on time, but the amount of time it takes to sign the contract, order the windows, and set an appointment is frustrating. They work hard when they are here. The windows that they put in before are doing great! The quality is great!

overall good but we went with another company and paid a little more to get more energy efficient windows.

The service was great. We were debating about installing the windows in two phases and ultimately chose to do the whole job at once with a 12-months-same-as-cash plan. The installers were particularly impressive. They were always courteous and friendly and obviously took great pride in their work. The installation took less time than originally estimated and so the touch-up process was moved up by one day. This included a complete painting of the window trim. Stan Sammons, the sales person, made an excellent suggestion of a vertically oriented window with two side panels for our dining room. The overall cost was slightly less than two standard double hung windows would be, with the added benefit of a cleaner view of our backyard and pool. It really was a very good experience.

We are very pleased with our new windows and notice a huge difference in the temperature control of our house. The windows are pricey, but worth it in the long run.

I was pleased with the work and I love the windows. They were top-notch. They are expensive but they are worth it.

Estimate was received quickly, and the work price matched the estimate. Installers were prompt and thorough and even helped with removing and relocating curtains on hard-to-reach windows. This is the third time we've had Pella replacements, and each time the work and the products have been more than satisfactory.

This was a poor experience. The contract was signed in July 2005. The work was finally completed January 2007. Much different than our 2001 experience with Pella when the rest of the windows (27 total) were replaced in one week. Needless to say there were many problems with materials and installation. Pella came to the realization that this project had turned into a disaster and were trying to make things right by doing whatever they could. Unfortunately, things just did not go well. In the end Pella ended up refunding some money and we ended on a somewhat amicable note.

We ordered the windows in early March, and it took about four weeks for them to be manufactured and shipped. They were installed (by Pella) about a week later. We were told that the installation would take approximately 2 1/2 days. On the first day, the two man crew only managed to remove and install four of the 17 windows. They apparently were having a lot of difficulty getting the old windows out. Because Pella wanted to stick to the time frame they had told us, they sent out a third person to help on the second day. With that addition, and their decision to remove exterior trim, they were able to complete 10 more windows on day two. They finished easily on day three, and that included putting back up the removed trim and replacing several pieces of trim that were damaged. Two days later, Pella came out and touched up everything and painted the newly replaced trim. We couldn't be happier with the windows or the service we received from Pella!

The sales lady we worked with originally was great but she was promoted and her replacement was not good. The measurements were correct and the installers were courteous. We had some problems with the screens, a couple of the windows had spots between the panes of glass, etc. I don't think they inspected them well enough in the factory. All in all, we were happy but they had to come back several times.

The salesman, Greg Mullins, was very helpful in the showroom explaining the various styles and features of the windows and doors. He came to my house several days later, measured the existing windows and door, and provided estimates for three different replacement options. When I had some questions about how the windows would fit in the existing openings, he and the re-measuring technician returned to my house and explained my options for having the windows trimmed out. The estimated installation date was at the end of September, and the work was done the last week of September. The installation crew was able to replace the windows and the door (which was 8 foot wide) in about 4 hours. They discovered a problem with part of the door mechanism, which required replacement of a defective part. Pella service called me the following day to let me know that the part was on order, and a service technician came in about two weeks to perform the repair. I'm very pleased with Pella's work.

After delays and a no show, arrived in mid October with windows, not as ordered. We stopped the process immediately and were reassured the lower sashes would be reordered correctly, and they would create a recovery report. After three days, they ran out of time to do a walk through and presented report for us to sign with 5 items. We would not without walk through. Several weeks passed before walk through, which found defects in almost every window unit, from scratches and/or dents in cladding, screens that were under or overstretched and 6 torn. The center mull was off in one, so blinds would not operate. Two window units had broken parts in frame. This list is not inclusive of everything. Manager came out, followed by service to fix the end of February. The parts could not be used and list resubmitted. In March, new service manager made new list and adjusted price. Still waiting for signature on counterproposal, which includes entire verbal agreement. Won't return calls!

We signed a contract in April of 2005 and they didn't start work until October. They were originally supposed to be installed in July. Seven of the screens have holes in them. When they cut the windows open, the box cutters scratched the windows. The balance is off on one of the springs and there is a bent arm. They were all ordered with no lifts or pre-drilled holes. The frames of two windows are broken and the center mull was not installed correctly on another. The issues are still ongoing as of August of 2006. They do not return calls and I'm beside myself as to what to do.

PELLA WINDOWS DID A GREAT JOB ON THE WINDOW. IT LOOKS AMAZING AND ITS REALLY NICE HAVING IT FINALLY DONE, BECAUSE WE'VE BEEN WAITING SEVEN YEARS FOR THE WINDOW. I WOULD DEFINITELY HIRE THEM AGAIN IN THE FUTURE. THEY DO AN EXCELLENT JOB.

Absolutely terrible on follow-up service. While the original installation of the sliding glass door was acceptable, their responsiveness to follow up service problems has been absolutely unacceptable. I would NEVER hire Pella again.

The original installation took four days, and the crew did a great job. However, closer inspection of the windows showed a defect in the butyl seal on the outside of the window that keeps water from leaking behind the aluminum cladding and reaching the wood core. Fortunately, Pella agreed to manufacture all new sashes and doors for us. After the new sashes came in, the local Pella contractor mis-painted the sashes, so they could not be installed, and had to be stripped. This happened not once, but twice. Finally, all the windows and doors were installed, only to find that many of the windows with defective seals had been replaced with more windows with defective seals. To summarize, some of the windows were manufactured FOUR different times, before we had good windows. Also, getting this job completed took three letters to Pella's Corporate, and took more than twelve months from contract signing to job completion requiring multiple scheduled visits. Love the windows FINALLY.

RETAIL SALES REPRESENTATIVE TOM WAS DIFFICULT TO GET A HOLD OF, ONLY AVAILABLE BY LEAVING E-MAIL OR VOICE MAIL MESSAGES. HE WAS MUCH TOO SLOW IN RETURNING ANSWERS TO MY QUESTIONS. HOWEVER, HIS KNOWLEDGE OF THE COMPANY PRODUCTS WAS VERY GOOD. THE INSTALLATION WORK WAS VERY PROFESSIONAL. I AM VERY PLEASED WITH THE WORKMANSHIP IN THE CONSTRUCTION AND STAINING OF THE ENTRY DOOR. THE COST WAS A BIT HIGHER THAN I WANTED TO PAY BUT I WANTED TO MAKE SURE THE QUALITY OF AND WORKMANSHIP ON THE FINISHED PRODUCT WAS VERY GOOD AS WELL AS EXPERIENCED CARPENTERS FOR THE INSTALLATION.

THE PRODUCT IS GREAT. THE SERVICE IS VERY MEDIOCRE. DID NOT HAVE ALL THE WINDOWS CUT WHEN THEY ARRIVED (THEY HAD OVERLOOKED TWO). CUT TWO WINDOWS TO THE WRONG SIZE. STOOD WINDOWS UPRIGHT ON DRIVEWAY, WHICH SUBSEQUENTLY BLEW OVER ONTO MY WIFE'S CAR (WHICH THEY PAID FOR REPAIR).

ALL OF THE WINDOWS FIT WELL. THE REPRESENTATIVE WAS ALSO VERY PROMPT. ONLY ONE WINDOW HAD A SLIGHT IMPERFECTION. SOME MOLDING ON THE BAY WINDOW HAD TO BE REPLACED. THE HOUSE IS MUCH QUIETER AND WARMER IN THE WINTER.

INSTALLED DOORS DEC. 21, 2005. SINCE INSTALLATION, PELLA HAD TO RETURN TO RESET DOORS, REPLACE ONE DOOR, DO TOUCH UP TWICE. NOW (MAY 23, 2005) WAITING FOR RETURN TO RESTAIN ONE DOOR THAT WAS STAINED IMPROPERLY. WE LOVE THE DOORS, BUT HAVE HAD AN INORDINATE AMOUNT OF SERVICE ON THEM. HOWEVER, THEY HAVE RESPONDED PROMPTLY TO SERVICE CALLS.

JIM WOLF WAS THE TECHNICIAN. HE ARRIVED ON TIME. HE FIXED OUR WINDOWS IN AN EFFICIENT MANNER. HE EVEN GAVE ME SOME TIPS ON USING MY WINDOWS. GOOD EXPERIENCE.

TIM, THE SALESMAN, AND KEVIN AND ROGER, THE INSTALLERS, AND THE FOLLOW-UP DETAILER (SORRY DIDN'T GET HIS NAME), ALL DID A SPLENDID JOB. THESE MEN ALL WORK OUT OF THE MONTGOMERY RD. OFFICE. WE ARE VERY PLEASED!

THE DOORS WERE ORDERED AND INSTALLED WITHIN THE PROPER TIME FRAME. A PLANNED FINAL INSPECTION FOR THE NEXT DAY FOR ANY TOUCH UPS, ETC.

THEY CAME BACK OUT AND TRIED TO REPAIR IT, BUT THE PLACES WHERE THE REPAIRS WERE MADE, IT WAS STILL SPLITTING. I WAS TOLD THEY WOULD REPLACE THE DOOR. THEY KNOW IT IS OFF SET, BUT THEY ARE NOT WILLING TO REPLACE IT.