Pella

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unknown

Beware to new homeowners who need window replacement or reconstruction: DO NOT USE PELLA. This was by far the worst business decision my husband and I have ever made. We are appalled at their lack of professionalism, disrespect of our belongings, and indifference towards customer satisfaction. I could go on forever but below highlights our major issues: 1. During the initial phase, Pella came to take measurements of our 27 windows. Naturally, they eeded to open our windows and fully inspect them to obtain accurate measurements. My husband and I realized several days later (after our Westchester town was hit with 12 inches of snow) that certain windows were left open by the Pella technician. Due to the cold weather and extreme temperatures, our windows became stuck and were unable to fully close, forcing us to use garbage bags to collect rain/snow to avoid flooding into our home. 2. Installation started on 2/15/16- it was snowing but we were assured by Pella that this would not affect the job. The contractors entered our home in wet shoes, tracking snow and dirt all over house. They diid not use ANY furniture covers to protect our furniture and belongings. Window treatment/curtains were disassembled and placed on the FLOOR and and our Resoration Hardware dining table and chairs haphazardly. After working all day, they were "unable" to take our old windows and their debris so instead left them on our law. 3. 2/16/16- I came home after work (windows were being installed all day) and found an eaten apple in our garage along with other food particles. Once again Pella had no respect for our property. That evening, my husband noted a significant dent in the wall in our newly remodeled kitchen with a half dollar size area paint chipped away. Clearly, whichever technician did this never brought it to our attention or took responsibility for it. When we pointed it out, we were assured it would be fixed. We had extra kitchen paint for them to use to fix the dent and repaint but instead they used the wrong color. It was obvious to any human eye that the color did not match but they didn't care. It was a sloppy job and now as a result we are hiring a painter to fix THEIR mistake. 4. 2/17/16- We noticed 2 windows were placed incorrectly. One was completely the wrong window. It was a mistake on the order (I completely understand these things can happen) and the second window was missing a grid. It was not the error that upset us but more importantly that once again NO ONE brought this to our attention. I happened to come home from work and notice the mistake. The Pella contractors told me that had called their office about it, however after being placed through the phone tree and sitting on hold for 45 minutes I was told that there was no record on file of this. After explaining my situation to a very nice customer representative who was very apologetic, I was told that the windows were being rush ordered due to the inconvenience and would arrive in approximately 2 weeks and a technician would come to replace them. Today my husband and I followed up because we still have not heard from anyone (shocking!) and were told they can not accommodate us to replace anything until MARCH 21st or later. 4 WEEKS for a mistake that they made! Needless to say, you will notice 2 mismatched windows in the front of our home when you pull into our driveway for the next several weeks until they arrive. 5. 2/18/16- Pella completed their job. At this point, we wanted them out of our home. On final inspection we noted 5 areas of our home when paint was chipped or dented in our window trimmings or furniture of ours was scratched. They came back for an extra day to "fix" their mistakes which was once again done haphazardly and with the sloppiness of an employee who just doesn't care. As a result, a handyman will be coming to cover their carelessness. 6. When we first met with Pella and they surveyed our home, we were told that all our window treatments and blinds would be re-applied after they finished installing the new windows. After they were finished, we found blinds on the floor of our home carelessly tossed aside. When I questioned why these weren't put back up, I was told "they don't fit anymore". Although I was assured this would not be the case, it would have been nice to been told by Pella that these blinds could not be put back rather than coming home and finding $400 blinds strewn on my hardwood floor. Needless to say, my husband and I are more than dissapointed with our Pella experience considering the 5 digit sum we paid to replace 27 windows in our new home. As first time homeowners, we heard positive things about Pella and really believed in their product. We have worked with many vendors and contractors since moving into our house and overall have had wonderful and positive experiences. Unfortunately this was not the case with Pella. After our experience, we clearly regret our decision and wish we had instead chosen Anderson or Marvin.

The reason I did it is the last year of the Energy Star. Government Program where one would get the tax rebate on it. It was very expensive but it is the best windows that are available in the market. Pella was very professional. I could have got somebody else to install it and maybe a little cheaper but if something goes wrong with the installation, the installer will say it is the manufacturer, the manufacturer would say it is the installer but in this way I work with one company and if something goes wrong I have one phone number and one company to call. If these windows are not installed properly it is worthless. Actually I have only one window left to work on and all the others are Pella so ones they do that window I won’t be using them anymore. The reason I chose Pella is because downstairs were just the replacements while upstairs I have Pella windows that are 20 years old and they are as tight as when they were installed. Pella is little more expensive but if there is a problem I would save a lot of heartache. All the Pella windows upstairs they don’t leak, they are not rotting and they are perfect good as when they were installed. I don’t need any more sales pitch than that. Last October I had some Pella windows installed in the basement. The same sales person came this time too and spend hours with me choosing the windows and the type of installation but the crew was different.

After six months, thirteen appointments at my home involving 13 separate Pella representatives, employees and sub-contractors I do have one replacement sliding glass door in my living room. Along the way, the wrong door was ordered, I was treated rudely and with incredible disrespect by one Pella employee, many of my telephone calls were not returned, my hardwood floor was damaged, three separate sets of trim were installed, it took two attempts to repair the damaged floor and the living room was in shambles during the entire Holiday Season. The project was completed on January 4, 2012.In my presence, Pella representatives engaged in heated conflicts with each other. Not one of the Pella representatives took ownership of the problem. In desperation, I brought in a highly respected local contractor to oversee the completion of the project.My finished project is acceptable but it is not what I had originally ordered.I sincerely hope that no other Pella customer ever endures a similar nightmare.