Pella Windows and Doors

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First we went to the showroom in Haverhill to check out the product. We chose their middle priced window line though I thought it was a bit pricey. They sent someone to the house who gave an estimate. Then another person came to the house to measure the space. It took 7 weeks to custom design the window & they gave me a date the day of the estimate. The 2 men that came to install the window were professional & very pleasent. They encountered a problem when we found an electical wire running down the middle of one of the vertical boards in the old window! They worked around it & couldn't put up the internal sill/trim until we get an electrician to reroute the wire. Work was done in about 4 hours. Will be back to finish the job when the electrical work is done. The outside looks fantastic!

I was very pleased with their work. They were very professional, their product was high quality and the installment went very well.

A salesman came to our house to give an quote for 8 replacement windows. I knew exactly what windows I wanted and I understand how they are installed, so all he had to do was measure the windows and quote a price. His price was $2,000 more than another quote I had already received. When I showed him the quote and asked why his price was so much higher, he packed up his stuff and left. Up until that point he had been very professional but he was sulking as he left the house and I never heard from him again. To his credit, he didn't try to badmouth the other company but he acted as if I was wrong to shop around.

We had a very good experience. The sales process was straight forward and we felt the sales person was direct and honest and gave a good price. What was notable was that the sales person gave us his personal guarantee of satisfaction-we were to contact him with any problems even though once the contract was signed we worked with others from Pella. We were confident we had a clear path to resolution for any problem we might encounter. Once the contract was signed (which was a little after the expiration date) we had contact with the main office as predicted and set up an appointment to have the final measurements made by their order verification specialist - a very solid guy who led us to believe he knew what he was there for. We did not worry about our order going in correctly. We were soon scheduled for the installation and there was no problem working out a date that would work for one of us to be home. The crew of two arrived precisely on time (7 AM!) and they proceeded to do the work with attention to detail and were very easy to talk with and ask questions of. They finished their work by mid-afternoon and cleaned everything up as promised. The windows were 100% of what we ordered and the installation was absolutely as promised. We did not need to go back to our sales person for follow-up since everything was just right. And we feel the price was right for the high quality products we received.

First, I went to Pella's showroom to see the kind of window I picked based on Consumer Reports ratings. I didn't need a lot of help selecting the window. I scheduled an appointment with a sales representative. They didn't have a problem scheduling it after 7 pm. The representative, Bob Schow showed up on time and was very polite. He explained the product, options and installation process in excruciating detail for which I'm grateful. He spent almost 1 hr patently answering my questions and addressing my concerns. He did not pressure me into making decision on the spot, left his business card and asked me to call him if I decide to proceed with the project. I surely did a few days later and then we had another meeting to go over the details of the contract and take measurements. It was a custom job and installation manager came to my house next week to take final measurements before placing order. Then we scheduled installation date. Installers arrived on time, were very polite and covered work area with drop cloths. Installation took 5 hours (it was a big and heavy window). Installation went smoothly. I must mention that I also obtained another quote from a highly rated independent contractor but it was substantially higher than Pella's.

They cleaned up after themselves. I had no problem with the quality of their work. When I had a problem they quickly were able to help me.

We have had good luck with this company. Any problems we had with the work, they came back and fixed. They did a great job. You cannot tell they did anything on the inside and outside because they all match. I called the office and they came within a week. They were upfront and informative.

Pella Windows and Doors did a wonderful job. I was very impressed with how fast they were and the quality of door they help me choose. I did some comparison shopping and they beat out the other companies in the pricing department.

We signed a contract in October 2005 with a 50% deposit. The project start date was delayed 4 months. The sales rep continuously misordered the brick mold for the project duration. The installation team tried on 2 separate occasions to install the incorrect brick mold. We were required to manage the entire installation. A project manager did not visit the site until the project was complete and we had a crisis. Things got worse when the tenant affected by the installation filed a complaint with the city resulting in a citation for "improperly installed windows throughout apartment"''. We were required to hire an independent contractor to finish the interior installation. The tenant stopped paying rent and moved out. We asked Pella to meet us half way ($3500) for the expenses incurred as a result of improper installation and management. They offered $600. Line 7 of their contract specifies that Pella is not responsible for indirect or direct damages. This is a serious problem.

WE WERE VERY SATISFIED WITH THE SERVICE THAT WE RECEIVED. THEY WERE EXPERTS AND DID EVERYTHING THE WAY THAT IT SHOULD BE DONE. WE HAVE BEEN HAPPY WITH THE WINDOWS AND THE SERVICE.

The installation was done over a period of three days. Old windows were removed, and the new windows installed. The 175 year old rowhouse had inconsistent window sizes and positions, making the installation quite challenging. The installers were conscientious about the quality of the work, and cleaned up after themselves each day. The quality of the windows is good, but the paint applied to the inside and outside at the factory appears to be a single spray coating, which probably won't hold up for very long. I'll probably have to have the exterior painted next year.

I TOOK A FEW CALLS TO GET A RESPONSE, BECAUSE I WAS TOLD TO CALL THE LOCAL STORE, WHO THEN CONTACTED THE SERVICE GROUP. THE STORE DID TELL ME TO CALL THEM BACK IF I DIDN'T GET A RESPONSE WITHIN 24 HRS. THE GENTLEMAN WHO CAME OUT WAS VERY HELPFUL. HE EXPLAINED THE PROBLEM WHICH HAD TO DO WITH THE SEALS EXPANDING, AND THUS LEADING THE WINDOWS TO NOT CLOSE PROPERLY. HE REPLACED A FEW SEALS BUT WAS ABLE TO FIX THE OTHER WINDOWS SO THAT THEY CLOSED. HE GAVE ME EXTRA SEALS, SO THAT IF I EXPERIENCED THE PROBLEM AGAIN, I COULD FIX IT MYSELF, WITHOUT HAVING TO CALL THEM. HE ALSO SHOWED ME HOW TO PROPERLY INSTALL THE SEALS. EVEN THOUGH HE WAS ABLE TO CLOSE SOME WINDOWS I HAD NOT BEEN ABLE TO WITHOUT A LOT OF EFFORT, HE DID NOT MAKE ME FEEL SILLY FOR CALLING THEM. THE $75 IS THERE PER HOUR FEE, & MINIMUM FOR A SERVICE CALL IF THE WINDOWS ARE OVER 2 YRS OLD.

THEIR WINDOWS ARE EXPENSIVE BUT THEY ARE TOP QUALITY. WORKERS CAME ON DATE AND TIME OF APPOINTMENT. NEAT WORK AND VERY PROFESSIONAL.

THE INSTALLATION LEFT UNSIGHTLY GAPS AROUND WINDOWS. THEY DID NOT WARN ABOUT THIS & WOULD NOT DO ANYTHING ABOUT IT. NOT GOOD SERVICE. WINDOWS ARE OK.

TWICE I HAD PELLA REPS COME TO MY HOME TO DO ESTIMATES ON WINDOW REPLACEMENTS. THEY WERE VERY PROFESSIONAL AND HELPFUL. THE WINDOWS ARE EXPENSIVE, BUT VERY HIGH QUALITY AND SERVICE IS EXCELLENT (VERY PERSONALIZED). I DID END UP PURCHASING PELLA WINDOWS, BUT DID NOT END UP HAVING PELLA DO THE INSTALLATION BECAUSE I WAS HAVING OTHER RENOVATION WORK DONE AND WANTED ONE GROUP THAT COULD DO ALL THE WORK. HOWEVER, PELLA WAS VERY HELPFUL IN ANSWERING QUESTIONS THAT I HAD ABOUT THEIR PRODUCTS.

I CAN'T QUIBBLE WITH THE QUALITY OF THE PELLA WORK. HOWEVER, I THINK WHAT WILL STICK IN MY MIND MOST IS THE HASSLE WE HAD TO GO THROUGH TO SCHEDULE WITH THEM. THE INSTALLATION TEAMS KEPT GETTING PULLED OFF OF OUR JOB TO GO ELSEWHERE. THE INSTALLATION MANAGER ORIGINALLY ESTIMATED THAT OUR JOB WOULD TAKE FIVE DAYS. IT TOOK THEM ELEVEN WORKING DAYS, SOME OF THAT WITH A THREE-PERSON CREW (NORMAL CREWS ARE TWO PEOPLE). THE INSTALLATION TEAM WOULD ARRIVE AT OUR HOUSE AT APPROXIMATELY 8AM AND WORK UNTIL ABOUT 3:30PM DAILY. I CAN'T HELP BUT WONDER IF THEY STARTED THEIR DAY EARLIER OR ENDED LATER IF THEY WOULD HAVE FINISHED SOONER. THE LEAD INSTALLER WAS ALSO PRONE TO YAP, AND WOULD SPEND MORE TIME YAPPING THAN INSTALLING (IF YOU'D LET HIM). WE PAID TOP DOLLAR FOR THE JOB, AND I WOULD DO IT AGAIN. HOWEVER, MY MEMORY IS COLORED BY THE SCHEDULING SNAFUS. THE INSTALLATION MANAGER WAS VERY RESPONSIVE VIA EMAIL, WHICH IS A PLUS, AS I'M HARD TO REACH BY PHONE.

BOB WAS VERY PROFESSIONAL AND VERY DETAILED IN HIS ESTIMATE. IT WAS VERY FINE WORKING WITH THIS COMPANY. THEY USED SUBCONTRACTORS AND THEY WERE FINE AS WELL. IT TOOK A LITTLE LONGER THAN THEY SAID IT WOULD, BUT THIS WAS A VERY BIG JOB. THEY WERE GREAT AND I LOVE MY WINDOWS.

OVERALL THEY DID A GREAT JOB. NO QUESTION ABOUT THE QUALITY.

THE PRODUCT AND WORKMANSHIP WERE GREAT. HOWEVER THEIR SCHEDULING LEAVES SOMETHING TO BE DESIRED. WE FELT LIKE WE HAD TWO EXPERIENCES AND OUR GRADES REFLECT HOW WE FELT ABOUT THE INSTALLATION CREW.

VERY PROMPT AND PROFESSIONAL ESTIMATE THRU FINAL COMPLETION - A PLEASURE TO DEAL WITH. GREAT STATUS MESSAGES AND DIDN''T MISS A SINGLE MILESTONE. NOT CHEAP BUT I THINK YOU SOMETIMES GET WHAT YOU PAY FOR ! GREAT JOB !

DID IT IN ONLY 3 DAYS...CLEANED UP WELL.