Illini Pella Inc

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Mike came for a home consult and brought nothing in with him. No brochures, no samples. He did some quick measuring and promised an estimate that night (Monday); finally got it by email on Thursday and he didn't even include the large window I had asked to be priced as well as 6 in a sunroom. During the consult he provided virtually no information. I had to ask what windows he recommended and he said I just needed the basic vinyl. I asked what all they offered. He said 6 different line, wood and vinyl. I had to keep asking HIM questions about their products. He asked if I had been to there store across town--which I had not, since I was getting an in-home consult. He told me to go over there and I could look at everything and they could answer any questions I had. At one point he said he had a sample in the car he could haul in to show me all the bells and whistles but there was no point because it was a small window and didn't really represent what I would be getting. I was shocked! There was no discussion of what I wanted or what my options were; there was no selling the product or explaining why I should go with Pella. It was a wasted half hour. He also told me they didn't have windows as narrow as I needed for two replacements so they would reconstruct the opening--changing the size and the look. When I got the original estimate--three days later than promised--he apologized for the delay and said he had to check with higher ups about getting me the size I needed--which he had said they don't make. I emailed back and reminded him I still needed a quote for the large front picture window AND gave him the measurements. To date I have never heard back from him. On June 30, Pella HQ sent me a link to a customer satisfaction survey. I filled it out very honestly. I never received any reply from them or the local store or Mike. I did recently receive a generic mailing about an upcoming sale they are having. It went straight into the recycling bin. I purchased my windows from Window World and the difference in the two home visits was astonishing and I am thrilled with my new windows I will NEVER contact Pella for anything again.

From beginning to end Mike, the salesman, was a huge help to us. We are first time home owners and had no idea what we were doing. He had suggestions for the types of windows and recommendations, etc. Mike is very personable and always willing to answer your questions. He is not there to sell you windows, he is there to make it a good experience. The installers were awesome. They did a GREAT job, and they were quick! They were very personable and easy to be around. I felt comfortable letting them wander all over my home installing these windows. Not to mention the products are great. We will definitely be using Pella again in the future!!

One of most unprofessional arrangements we were ever NOT given the opportunity to make.

From my first contact, an e-mail to Mike, I was very impressed with the customer service. Mike and I discussed what I wanted, and he then showed me various options at various prices. There was never a and quot;hard selland quot; or any push to select something. He offered suggestions that were all helpful, and he then left it to me to select what I wanted. Once the order was placed, he set up a reasonable installation date, and then followed up throughout the rest of the process. The installer was fantastic, but I will include more about that in another post. The only downside was that the screen set did not come in with the sliding doors. At the time it was extremely hot, so it wasn't a big issue. I think that may have caused this to drop on the priority list, but once I contacted Mike again, he responded promptly and made sure the screens were located and installed shortly afterward. There was another little glitch when instructions did not come with the screens, and because the doors were apparently not commonly ordered, they needed more information from the company before they could continue. I had no problem with the installer (different one from earlier) and appreciated his waiting to make sure it would be done right, even though it took a few more days. So, basically any minor issues I had were with Pella and not with this individual franchise. The service from Illini Pella was excellent, and I would absolutely do business with them again. As far as the products, I could not be happier with my new doors and windows.