Pella Windows and Doors
About us
Showroom Locations: *Portland, OR 15975 SW 72nd Ave, (By Appointment)
Business highlights
Services we offer
The Pella Promise is our commitment to help you find the right windows and doors for your home and budget. Provide a no-mess, no-guess installation day. And back your project with our exclusive Total Care Guarantee. We’ll make your replacement project easy. That’s our promise.
Amenities
Emergency Services
Yes
Free Estimates
Yes
Accepted Payment Methods
- CreditCard
Number of Stars | Image of Distribution | Number of Ratings |
---|---|---|
71% | ||
8% | ||
0% | ||
17% | ||
4% |
"We're so happy to hear you had a great experience! Thanks for the A rating! ^KS"
After signing the contract and paying the money up front, my install date was scheduled for August 26th. The installer came and installed the two out of the three sets of windows, and then told us that the larger set of windows were incorrectly sized, so that they would have to come back another day to work on those. I reached out to the initial sales person to let her know of this issue. She quickly responded by saying she would address it. With the initial installation, there were missing parts (such as one of the crank handles, cover for the crank case, and lock lever cover). The installer told us he put in an order for the missing parts and would bring them on the day of the second install.
Eventually, the ?resolution? was to re-manufacture the right set of windows (which would take about a month) and reschedule my install date in October. OK? for those of you who aren't familiar with the Pacific NW, that?s the start of the rainy season. I was a bit concerned and was very disappointed. I not only had to cancel and reschedule other project work such as interior painters and window covering installers, I also had to go without having any shades/blinds in both my living rooms during this period.
The Pella scheduler confirmed the second install date for October 7th. So, the wait began and I didn?t hear from Pella for an entire month. Come October 6th, I emailed my Pella salesperson, the scheduler, as well as the installer to ask what time I should expect the installers to show the next day. The installer responded a few hours later saying he was out of the country and would not be back in town until the end of October (why the scheduler did not know this was a mystery to both the installer and me). On the day of the scheduled installation date, I received an email from the sales person saying they were very sorry. I really had no words at this point and asked if there was any way to: 1) get this rescheduled ASAP with another installer, 2) look into some sort of discount to offset the chain-reaction of issues experienced with this project, and 3) figure out what went wrong.
A week later, I was told that Pella management decided they would not provide any compensation for what occurred, as it was not covered under their current policy. This is where I just flipped my lid. It?s the nice person that always gets ridden and taken advantage of. I had enough. While I was trying to reschedule the botched appointment, I was communicating with the regional manager at Pella (as this issue had slowly escalated up their chain of command). I will spare you with the details, but after a phone conversation with him, we were able to work out a discount (which would barely pay for about half the interior trim work). The rescheduled appointment was for October 15th and Pella arranged another installer to complete the work. You would think my bad experience ends here? Unfortunately, no.
The install of the larger set of windows took two days (which is understandable). I was not home to see the work being done, but my wife told me that the installers seemed to work hard and were professional. On the last day of the install, they reviewed the work with my wife and told her that all exterior surfaces had been primed. I inspected the work the very next day and I was beyond disappointed. I?m not sure what they primed, but the obvious exterior trim was left bare and exposed to the elements. The most noticeable flaw was a part of siding they chipped and tried to patch up with caulk and sealant. I immediate took photos of what was defined as ?completed work? and sent these to the Pella salesperson. I expressed my disappointment and demanded they immediately address the issues.
Fast forward one more month and hardly any communication from Pella. Basically, they are saying their Pella service crew will need to schedule a date/time with me to look at the siding issue. They will also order the missing parts (you mean they haven?t ordered the parts which were missing since August???). This service appointment (which should have been at the top of their queue, as it wasn?t correctly addressed during the installation) has been scheduled for December 4th. On top of this, that service person will not be able to prime the exterior trim. That has to be done by an installer, who has not responded to me as he says he is way too busy. I?m just about to give up and hire someone else. I have absolutely NO faith in Pella and I personally don?t think they will take this botched project to learn what they did wrong in order to improve going forward. My project was just a quick buck and it?s on to the next sale.
So, I?m sitting here typing this review, staring out my unfinished window, hoping I can have Pella finish this window project this year. I hope no one experiences what I experienced with Pella. It was absolutely humiliating and I feel that at the end of the day, I?ve been taken advantage of.
Please, please, PLEASE go with a reputable LOCAL COMPANY. The quality of the work, the responsiveness and service level will be the ultimate factor in your overall satisfaction. Unfortunately, Pella has failed miserably in those areas with this project.
"Thank you for bringing this to our attention. We have sent your comments directly to our Customer Support Specialists. A Pella representative will be reaching out to you as soon as possible to discuss your experience further. Thank you again for your feedback. Kind regards, Pella Community Team"
"Thank you for letting us know about your recent experience. We are committed to continuous improvement and truly appreciate your feedback. Best regards, Pella Community Team"
So far, this experience, which began over three months ago, has been a bad one, but the job is not finished yet! Every aspect... from getting correct estimates, getting return phone calls, getting charged for services I haven't received ...has been dismal. The only positive thing was the person who came out to estimate the job had a good suggestion on how to make the windows easier to lock by replacing the seals. He said thinner seals will help the lock to align better. But the follow through has been terrible when customer service rep called with a bid to replace all the locks!...at 10x the price I had expected! When I told her that's not what the estimator talked about she said I was wrong and there was only one size of seal. She begrudgingly agreed to go back and talk to him again. Turns out I was right, but then it took another week to get the correct bid...and I had to call her or it would have been longer than that. Her attitude has been very acerbic throughout this process.
Currently, we have been awaiting a call back because the repair man turned up with the wrong window and said he didn't even know if the broken window could be reglazed. May have to replace the whole frame!...read $$$. Plus, he said he was not familiar with our style of Pella window...they're only eight years old! That was almost two weeks ago, so I guess we're starting again the long process of trying to get someone on the phone who will actually follow through..
The really irritating part is that Pella has already charged us for the work they haven't done. Now we don't know if we won't have to pay more for a whole new frame in addition to the glass.
Pella used to be a good company, but something changed. We are very disappointed with the service.
Update: January 6
Last week I finally got through to the customer service person to ask what was being done about fixing my window. This after yet another charge for $75 has shown up on my credit card!
She said she'd tried twice to contact me to tell me he was coming out on the 6th. (I never received those calls. Don't understand that. My number hasn't changed in 25 years and the number has worked for her before!) Anyway, good, she says someone is finally going to fix the window.
But, wait, the repairman comes and says he's come to replace the seals on the windows. That's nice, but the window still is still broken. He says there is no window yet. I'll have to call and figure out when this is going to happen.
New seals and the windows now close the way they should. Some progress!
"Thank you for bringing this to our attention. We have sent your comments directly to our Customer Support Specialists. A Pella representative will be reaching out to you as soon as possible to discuss your experience further. Thank you again for your feedback. Kind regards, Pella Community Team"
"Thank you for your review! We're pleased to hear you had an exceptional experience with our team. Thank you again for choosing Pella products! Kind regards, Pella Community Team"
"Thanks for sharing your positive experience with Pella. We’d love for you to connect with us and share your before and after photos. Thank you, Wendy, Pella Community Team Follow Pella: Twitter.com at [hyperlink removed] Facebook at [hyperlink removed] Pinterest at [hyperlink removed] YouTube at [hyperlink removed]"
"Thanks for sharing your positive experience with Pella. We’d love for you to connect with us and share your before and after photos. Thank you, Wendy, Pella Community Team Follow Pella: Twitter.com at @Pella_News Facebook at facebook.com/pellawindowsanddoors Pinterest at pinterest.com/pellawindows YouTube at youtube.com/pellawindowsanddoors"
"Thanks for the great review. We appreciate it! Chris Knox"
"THANK YOU FOR THE KIND WORDS....KURT"
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