Pella Corporation

A few of the sections, the panes didn't quite line up. They came out and measured and ended replacing the windows at no additional cost. They were very professional and I appreciated them doing this. They always called ahead and arrived on time.

Unbeknownst to us the windows carried a warranty. We were the second owner, but it covered us, regardless. The windows had a history of moisture getting in between the sash and the metal trim causing rotting. Our windows did not display that, but everything was replaced anyway. (My subsequent searches showed there was a class action lawsuit that required Pella to replace the windows but apparently only if asked.) Fortunately for us, we had 3 months left under the original warranty. Our windows consisted of normal crank-out windows for most, but we did have two very large sections (one on the main floor and the other in the finished walkout basement) that needed to be replaced. These were four or five-window sections each, and the main floor had transom windows at the top. Every window was removed and replaced in a half day. They started at 8 am and were done just before noon. Debris and old windows were picked up by mid-afternoon of the same day. It truly was an amazing experience. And, our product really did not show the symptoms, but they were replaced anyway.

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The workers were prompt. I would recommend them to a friend. They couldn't have done anything differently.

It started off ok as I had contected Pella through http://www.pella.com/ they sent a salesman out right away. I took time looked them up in the BBB ect. and decided to purchase. On the day of the install 12/27/2012 is when thing started bad and have continued through 04/18/2013. (See review on Pella Windows & Doors 8700 FALLBROOK DRIVE Houston Tx 77064 for detail) See what Pella neglected to tell me is that I was dealing with a franchise and that Installation warranty that Pella offers is not upheld. Basically as of 04/18/2013 Pella has told me that my problem is with the franchise Pella Windows and Doors of Houston and that they will attempt to have the franchise send out another set of installers to fix the issues. After explaining that I have had to sets of installers and 2 sets of doors and now major damage to my house including structural that I would like someone whom knew how to install a door. (See the doors were not installed even to basic constructionstandards let alone the Mfg instruction, which is 6 pages long with pictures.) I was also informed by Pella that my Mfg warranty is void as the doors are installed incorrectly. So what does a consumer do in this situation? Warn everyone do not use Pella anywhere as Pella hides behinde the franchise when things go bad. Oh and I think I am getting a lawyer.

The sales person who came to my house fell well below my expectations. The first 10 minutes he was at my house was fantastic. He listened to what type of windows I was interested in looking at and he was very knowledgeable and able to answer all my questions about the installation process until I started asking pricing questions. He then dodged the pricing questions and launched into his sales script. After allowing him to run through his sales script for about 30 minutes (most of which I'd already read about on the Pella site), I again asked him about pricing and he again dodged the questions, preferring to continuously ask questions about me and my family. I understand that a few personal questions is friendly, but he never stopped even when I stopped answering and kept trying to get the conversation back to windows. Finally about an hour and a half (about an hour and 10 minutes after I first asked), he got to the pricing and it was sky high compared (over $760/window for vinyl! and that was after a supposed discount!) to all other people that I had come out and gave me quotes. No wonder he avoided the price questions for over an hour. And I'm not comparing these prices to those awful $189/window pieces of junk. I'm perfectly willing to pay $500-$600/window for quality vinyl, but the price quoted to me is insane when you can get windows with better ratings (U-factors, Air infiltration, etc), and the same or better warranties at under $600/window. Also, what really bugged me was that there was a consumer reports best buy sticker on the 20-series vinyl brochure (not the series I quoted above, but one of the windows that was shown to me) and the sales person really harped on this fact, which I found interesting since I'm a Consumer Reports subscriber and never saw a Pella Vinyl get any best buy awards (their fiberglass and wood windows did, but their 25-series vinyl did really poorly in the latest consumer reports test, which was 2007 and their 20-series wasn't even shown as being tested). So I called Consumer Reports (not the 1-866 subscriber line, but I got the direct line to the testing center in NY) to see if I was missing something and they told me that consumer reports had had not awarded their best buy to the 20-series windows as was claimed in the Pella brochure. Pella also had a claim on the brochure about having multiple JD Power and Associates Awards in a row. To be honest, I have not called JD Power directly on this one, but a quick check of their current website shows a window company having received an award for 2012, but it wasn't Pella. Pella was listed on their ratings for 2012, but did not win. Having to double check award claims is what downgraded the experience from a D to an F.

They were fine. Everything happened as expected. They were on time.

They were on time; they came when they said they would. I?m still going through the process of collecting quotes for this job but I thought Pella was outrageously expensive. On the quote, there was only a grand total rather than it being broken down by individual window prices.

It is a national company and they arrange for a representative to come out and talk to you about what you need. They do some preliminary measurements and then they have a professional come out and do the measurements.

I was happy with the quality of the windows. I had a 20 year warranty for the windows, and when one began to leak, they said they would be happy to replace the window, but they would charge for service. The service fee would amount to over $400 because it is a large window, and I chose to not have the window replaced at this time.

Our home builder used a Pella storm door when the contractor built the house in 2000. The door has a twenty year warranty. This month we replaced our rear storm door for the second time under this warranty. Initially, I called the 800 number. About a week later, the company sent instructions for the warranty claim. After measuring the door, taking pictures, and completing the forms, I mailed the claim information to the company. About a week later I received a note to call to pay for the shipping of the replacement door. Once the door arrived, it did not have the pre-drilled holes for installation as the instructions called for.