Pella Windows and Doors

As other reviewers mentioned measurements often go wrong. It happened to us too. The 5 day project dragged out to 5 weeks then 3 months still waiting the project to be completed. They were also ill equipped for some of the work and had to reschedule and wait out until their busy list becomes open again. Nice, polite but unmotivated employees cannot complete their side of their promise. The communication was chaotic, nobody new exactly what was going on and I could not receive timely/straightforward responses. It seems that there is a disconnect between the company, the sales person, the installer, the installation manager, the scheduler and the customer service. Nobody really cares or takes responsibility or charge of the entire process and at the end of the day there is zero customer care. I literally had to beg to get the work done multiple times to multiple people and 3 months into the (initially 5 days project) still waiting for the completion of all promised and payed for work. Perhaps they are stretched too thin, who knows. If you want windows installed in your life time and preserve your sanity and dignity do not contract with Pella Windows and Doors Haverhill MA. There are plenty of others on the market.

excellent. professional, clean, courteous service much lower than other quotes and beautiful doors.

It went extremely well. Old windows had to be extracted from stucco trim and cutting the frames out was tedious and difficult. Technicians kept the place as dust free as possible using ceiling to floor plastic. Job was done in 2 days. The finished job exceeded my expectations

Although the cost was high, the services performed were excellent.

The sliding glass door installation was great. However the installation of the front door was terrible and Pella refused to fix it. The door's deadbolt is inoperable, the inside casing miters are sloppy, and the casing nail holes were not filled. On the outside, the contractor removed the existing trim and the substrate below it to install the door. He installed new substrate that was thinner than the original so the reinstalled trim came well below/behind the new door and left large gaps where the trim meets the front porch. I contracted the Pella salesperson and an installation project manager at Pella, both of whom starting by saying all the right things but ended by citing that the work "was not in the scope of the contract", and then by just ignoring my pleas. So much for the "Pella Promise".

We went through the Woburn branch. This is in some ways a tale of two experiences. Everything started off A+. The sales person came to our house and was great about detailing the options, which is important: Pella's basic stuff is very reasonably priced for a high quality product (my quality rating is more about the work done, not the product itself). They also do custom work, but as you can imagine that's much more expensive (we previously had a pella person give us a quote but she somewhat forced in custom work to provide what we vaguely wanted, resulting in a price more than double this one). Anyhow, everything seemed great and we were already thinking of using them to replace the front door and all the windows. The installers came on the appointed day. Arrived early and yelled at my wife for us not being ready (Iwas walking the dog and was going to move my car and shovel the 1inch of light snow that fell overnight when I got back). We were told it was a 1-day project. It took a full 2 days and it's pretty clear on the second day they rushed through. We very clearly detailed the placement of the door. We wanted it as close to a loadbearing wall as possible and wanted a trim that came as close as possible to matching the original 5" wide hand-carved trim we have throughout our house. We also told the installers this the morning they arrived. At the end of the first day, when I peaked at the work, I noticed they put it much too close to the wall. Because we weren't told it would be a two-day job and I had to get to work (they were 2 hours late the second day) I left a note. They called at 4pm to say they cut the trim down to fit. My wife had tried to explain the trim to them and their only response was "we're only subcontractors, you have to talk to pella." This was pre-finished trim by the way. When I got home I found a mess outside (pile of rubble) and a very poorly installed mess of trim. They also managed to get caulking everywhere, and while I have this same issue when I'm doing work, I at least clean it up while it's fresh. We now have caked on caulk on all the hardware (and all over the trim as well). So honestly, we paid $8000 for a patio door with 5" trim, and I don't think it's a big deal to expect what we paid for. (We have 5" trim throughout the house.) If the load bearing wall is able to be fully removed (planning on that project in 6-18 months) we can then pay someone else to do the correct trim. But, if we need to put a support beam or buildout for heat ducts in that spot (or the cost becomes prohibitive) then we're out of luck. Small detail: at the end of the second day my wife asked about the key and got a fumbling reply about how the other guy must have it. Then we heard other stories like "it was mailed yesterday so you should have it in a couple days", a couple days later "I just confirmed it was mailed 2 weeks ago!" then "we're sorry it got lost in the mail". They sent someone to re-key the door so it's fine now, but this required us to make another appointment with another subcontractor. I tried to explain the installation error to the salesperson and have gotten nothing but runaround and just responses that clearly showed he didn't actually read my email or understand the problem. They offered to replace the trim with what we ordered (except it won't fit), or send us the new trim to "have your guys put on when they remove the walls." Which sort of leaves us with shoddy work to look at until then. Or spend hours or more money to fix what's wrong now just as a temporary fix. Honestly, if this was Lowes or Home Depot, I'd expect to have to just deal with a few warts, but Pella charges a lot more without really backing it up with anything but better sales pitches. Note: We haven't contacted the Pella main office yet and plan on doing so once we get a chance to photograph some of the other issues. We will of course update this at that time, but it's been 3 weeks of headaches so far.

They manufacture doors and windows and are a national company. Their work was great; they were wonderful, efficient and the door is fabulous. They have done our windows and have done a great job. It is quality stuff.

We have used Pella Windows to slowly replace all the window

We've had good results with them. We've had friends that have used them. The doors have held up very, very well. The interaction was good. We didn't compare prices.

The service was fine. It all worked out very well. It wasn't cheap but they are good products. It worked out great. The last experience was fine. We were not there. The contractor had a key and he came and went as he pleased so we didn't have to be there. It was effortless. The quality of the product was very, very good. The price was high but if you really want a good product, you have to put the money out.

That went very well. They gave me a date when they could do the work and they did it and there was some follow up. I needed some paint for touch-up and it was mailed out to me. They did everything they said they would do. The price was very high but I was desperate because I needed to get it done because the kitchen was going to be put in and so I went with them. They are very knowledgeable and it was convenient. They came to the house and showed me what all the options were and answering my questions. There were different choices but they only give you the prices. I would use this provider again in the future.

The windows seem to be fine. There were no problems with the installation. It is as they presented. I am happy with the windows. The reputation of Pella has been good consistently from what I hear and that would be the big selling point I would think. The product and the installation were fine, but I am not sure about the rep they sent here. The price was fair. They were good.

It’s a great product and the work was done on time, promptly, and neatly. We haven’t had any problems.

It worked out pretty well. They had a decent price. They had the functionality, glass and look that I needed.

I worked with them before and it was excellent. The installers did a great job. The main reason why we continue to work with them is when they installed the windows there is very little drops.

Pella was excellent to work with. They came over to give us an estimate and were far more friendly and honest than some other window providers we had in the house, who resorted to strong sales tactics and pressuring us into a big purchase. We invited Pella over to give us an estimate because their windows were highly rated on Consumer Reports. We were pleased with the price tag, which came out to about $10k, compared to another highly rated window provider, which gave us estimate that was 50%-100% higher! Our sales person was excellent and brought an example window with all the features. He also let us look through every single sale he had done in the area over the last year and let us read the consumer comments. The installation was a breeze and was done within a day. The windows are absolutely beautiful and easy to open, close, and clean. We love them! Plus Pella took away our old windows so we didn't have to bother with them. I've been recommending Pella to our friends and neighbors.

Excellent. Don, the sales rep, came to my house but didn't do the hard sell. He showed me a couple different models and explained the warranty etc. It didn't even seem like a sales pitch. Another well-known company did however. Anyway Pella came in with a quote that was way lower than the other guy, I mean waayyy lower. I don't think the other company wanted the job or something because their price was ridiculous (almost 3X higher!) I have no complaints whatsoever. The following comment isn't a complaint as it was beyond the control of Pella: The lead installer got ill so they had to leave early and couldn't finish it all in one day. They came back either the next day or a day or 2 later (i honestly forget!) and finished. The left no mess. They were very quiet. I'd hire them again in a minute. They did trim work to that came out excellent. PS. The other company that gave me an estimate spent 1 hour in my house! I don't know how I put up with it! It was used car stuff.

|All installation was done in winter. Minimal inconvenience. Pleased with all the work. Construction area was kept clean and all debris was removed

The installation crew arrived on time and completed the work in one day as promised. All of the old material was removed and the protected work area cleaned. There were no surprises.A job well done.

Please let me describe to you our recent disappointing, frustrating experience with Pella Window and Doors in Haverhill, Massachusetts. My husband and I were interested in replacing 3 doors in our home; two in the basement and one upstairs leading out to our deck. On September 27, 2013, a salesman from the Haverhill, Massachusetts office of Pella visited our home to discuss this project. The salesman measured the doors and discussed the project at length with my husband. After numerous discussions over the next 2 months with this salesman, both in person and via e-mail, we selected the doors we were interested in including the paint colors etc., after which we received an estimate from Pella. We signed the contract with Pella on November 29, 2013, at which time in anticipation of the work being done, we also paid a $60 building permit fee to them. We were then advised that a project manager would be calling to schedule a visit to our home in order to review the door installation. A project manager came to our home on December 4, 2013. This individual measured the areas where the doors were to be installed and at the time of his visit to our home he scheduled the installation. Work was scheduled to begin on Thursday, January 16, 2014. On December 17, 2013, we received an e-mail from our salesman advising us that unfortunately they would not be able to supply the 2 basement doors that we selected because of the sizes (height) required by the project manager. We would need to obtain custom-made doors, doors which Pella could not provide. Our salesman then asked us how or if we wanted to proceed. Due to the fact that Pella Door could not deliver what they originally promised to us and essentially breached our contract, we elected to cancel the contract and requested a return of the $60 building permit fee that we paid ( not sure why this check was cashed by Pella when they knew they couldn?t do the job as promised). We also asked that Pella return the contract to us with a notation indicating that it had been cancelled. Pella did return the $60 permit fee, however as of the writing of this review has yet to return the cancelled contract. To say that we are frustrated and disappointed in this company is an understatement. We began this endeavor with Pella Door and Window on September 27, 2013, and spent considerable time and effort choosing these doors in addition to scheduling appointments with the salesman and his project manager only to be ultimately told that they could not fulfill the job they agreed to do via the contract we had with them. Essentially we have wasted three months of time and effort and are now forced to once again begin our search for a reliable, competent company to install our doors. Shouldn?t our salesman have known about the standard door height that was required before he wrote a contract promising the doors that we had selected? Why did the project manager schedule the installation of these doors if he knew that there would be a problem with the door height? Why was our $60 permit fee check cashed on December 13th when Pella had made the determination that they could not do the job as promised? All of this would suggest gross incompetence on the part of Pella Door and Window. We would never ever consider using this company again.

Pella Windows (our contact was Bruce Batadaly) was very prompt, professional and fast. I really appreciate that they presented a very detail contract; everything was outlined and specified, including diagrams and what was being installed. An extra day was required since we had a very large bay window/combination window that had to be replaced -- that took a day all by itself. There was very minimal mess and hassle. We went with Pella because they offered some very good products -- we chose not to go with vinyl because it tends to degrade more quickly than the fiber glass windows we selected. Pella is one of the few manufacturers that offers fiberglass windows. Excellent product.

Very helpful, willing to work with us as we considered various options. Very good follow-up.

Replaced all the windows in a rental apt

The service went excellent. It all started with a great consultation and measuring. Next, a follow up check up by the project manager on the sizes, fit, and materials needed to match the Victorian aesthetics of my house. They even go as far as to use one of the best mill companies in Massachusetts, Anderson and McQuaid, to match the moldings. As for the execution, I was satisfied with everything. I love my new windows and door. This is my second time replacing windows and adding doors. And this will not be the last time I will use them as I have many windows to replace.

Two years later the window is in excellent condition, and the quality shows in the insulation qualities as well as visual benefits. I love the locking mechanism.