Pella Windows and Doors

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Here is my experience with Pella during the week of 3/7: Mon - Called Pella to set up appointment for an estimate on an entry door. Tues - Pella returned call but couldn't meet my timeline at this time (needed door the next week). Scheduler said they might have a door in-stock that would work. I called back later and gave her the size. She said they would call me back and let me know what they had. Wed - No return call. I called and left a message. Thurs - No return call. I called again and got a person. She was surprised I hadn't been called back and asked me to hold. A man came on the phone and said he might have a door. He was sending his son out (who works for Pella also) to measure to be sure. Fri - Son came to measure. Got an email later on Fri saying the doors they had in stock would not work. That was fine. I asked how much their doors were in this instance. He said he would have something to me by Mon. Sat - Nothing Sun 3/13 - Got an email saying the son was now my sales rep and would send me a quote. Wed 3/16 - Sent an email to Pella Corporate expressing my displeasure with this process. Wed 3/30 - Still no response from the local Pella office or Pella Corporate. Its amazing that they cannot tell me how much a door is. I went to Randall Brothers on 3/11 and they gave me a quote on the door and installation while I was standing there. Took about 30 minutes. Pella cannot provide a quote after 3 1/2 weeks. Amazing......

They were on time and professional. They were very helpful in guiding me to choose the right windows for my house. The installation was extremely fast, it took one day to install 21 windows. There were a couple items that needed touched up and that was done efficiently as well. Everything was custom built to my home specifications. I had to wait for the factory to fill the order but this was all explained to me up front and they met those deadlines.

I have delayed writing up this report, because I do not want to be to harsh. They told us when we were writing up the purchase agreement that the windows would be eligible for the fifteen hundred dollar energy efficiency discount, but when the windows were installed the installers took the labels which you need to apply for the discount. I called the company and they said that they would send out replacement labels. They sent out replacement labels for some of the windows and none of the labels that they sent out meet the code of thirty or less. I called the company to complain about that and they said well they were grandfathered into the tax credit, but what they really did was get rid of their less efficient windows before June. I am really not very happy about that. There were a lot of little issues with the installation. I felt that they were trying to please, but it just was not as perfect a job and I would expect. I spent twenty three thousand dollars on it and I expected really great work. They are very expensive, however I paid for the top of the line and I expected to pay a little more for the quality. Their responsiveness got worse after the installation. I would try not to use them again in the future.

The first phase, the sales process, was a disaster. The salesman low-balled us on the price, he lied about the use of contractors (they do use them), and he lied about the delivery time. The second phase, installation, was great, except that it was several weeks after it was originally promised. The installers were professional and helpful. The installation was clean, efficient, and well done. The quality of the windows was excellent. The only problem was the screen door mechanism was broken and the door did not close correctly. The third phase, repair of the screen door was also a disaster. After another few weeks, a repair man showed up expecting to fix the sliding door. There was never anything wrong with the sliding door, and he had no parts to fix the screen door. He said he would order a new screen door, but we may have to wait up to three weeks for that. I find this to be unacceptable. Although Pella makes a good product, for the cost and inconvenience, I probably should have dealt with a more reliable company.

We have had Pella windows before. They have high quality windows and framing. We had them put in windows that are double paned and insulated. They continuously improve their products. They send out someone to consult with you and he sets up the work crew and helps you pick out your windows and frames and looks at your situation to help fit everything to your needs. The work crew was wonderful. This was a rather complicated job. The consultant actually had the crew foreman come out prior to the installation and remeasure to make sure everything was correct. The crew was always on time and cleaned up after themselves, they were very neat. They stand by their product and are very respectful. Their customer service is great. You can actually go to their to store to see what you are getting before you order it. Even though they are expensive, they are well worth the price.

The salesperson spent a total of 5 1/2 hours at our house, only to determine that our sidelights were of a size that would not allow Pella to provide the product. This should have been determined in 30 minutes or less. He mumbled and spoke in industry specific jargon that we did not understand. He spent most of the time at our house looking things up on his computer, but not sharing what he was working on. On several occasions he had misspoken, only to correct himself when we caught the error. Overall, it was a terrible sales experience.

EXCELLENT PRODUCT. GOOD INSULATION. TIGHT-FITTING LEATHER STRIPPING.

EXCELLENT PRODUCT. HAD TO ORDER SIZES, BUT EVERYTHING FIT WELL. INSTALLER WAS RECOMMENDED BY PELLA.

WE WOULD DO BUSINESS WITH THEM AGAIN AND PROBABLY WILL SOON.