Pella Window & Door Co

I had 4 windows installed, 2 of the 4 had scratches in the glass the day they installed them. It took 4 wks to have a technician come out and evaluate the scratches. When i scheduled the appointment they pushed it out so they could guarantee the first morning appointment. When they called the day before they gave me a 3 hour waiting window mid-day and said they could not accomodate the first time slot. They also told me that if i didn't take that appointment it would be another 4 wks before they could get a technician out. (Pella - hire some more technicians!) I was told the technician would come out and evaluate the windows/scratches to determine what would need to be done. When the technician arrived he told me he would be replacing the glass in the windows that day and the then told me he had the wrong glass. He took the serial numbers and told me he would order the replacement glass and call me that day to confirm the install date. I still haven't heard from him or Pella on the replacement timing.

Pella scheduler changed the am appointment to afternoon appointment without talking to us. So I lost a full vacation day for a install that should have taken the morning. The sales person knew there products, the installer did a great job. Will not use again.

Windows installed good, only 1 window did not work correctly. Door installed with a split in it and installed with the incorrect hardware. New door ordered and new hardware ordered. When the new door and new hardware was installed the door knob now sticks. I was told that it would "break" it's self in. I was not happy with that answer. Now to my sales man... I was told I qualified for a rebate from DTE. To my surprise you get no help or guidance to apply for this rebate. I was told to get stickers from the windows. No stickers left on windows, but was told that it is Pella policy to leave stickers on windows. This is a small complaint but it got under my skin. No help after they get your money. The product is not that great for what you are paying. I think they kept the price up but not supply a product you can get from another company. You are paying for the name Pella. You sure are not paying for customer support. I will never use them again! They lost me as a customer. I imagine that is no skin off Pella's back, they got me for almost $10,000.00!!

Their salesman didn’t use high pressure techniques and were very thorough and came up with good ideas for the problems and the things I wanted to do with the windows.

We went into the showroom where we were promptly acknowledged. We were helped by a very nice, polite young man who explained the differences in the windows and he answered our questions EXCEPT I was to email him the sizes of the windows(as they had been measured by another company)and he would then mail me the cost - I did but never got any response. That is the reason for the lower responsiveness and professionalism scores - while in the showroom they were A's the follow-up being and F.

Inital expreience was excellent windows look great, delivered on time. But 1 window had a crak , I have been trying to reach my sales person for 4 months to get it fixed and i have gotten nothing but dodged phone calls, excuses and promises that it is being done. I am now in the week of my inspections for occupancy and the window is still broken and will not be able to get my cert of Occupancy without a window that is not cracked. Had to call Pella corp to get someone to talk to me, and am now being told over 4 weeks to repair window. Horrible customer service from Pella.

I liked the salesperson from Pella Window & Door Co. He was very knowledgeable, he spent time with us, and the process was satisfactory. He came on a Saturday to work around our schedule and called to let us know he was an hour away.

The company was good and they've been responsive to any questions or concerns I've had. The installer was also good; very clean, meticulous in his work, and professional. The windows are far more superior to what I did have previously, but the performance of the Pella window is not as good as what we thought it would be.

We made an appointment with them and they came out and told us what we needed and we ordered the window. When the salesman left we had an install date and time and everything was going to be great. I took that time off work and they didn't show up. We found out that the office manager had changed the appointment time. She left a message when I was at work. I left messages all weekend and no one picked up. I left messages the day of the install and no one picked up. They were supposed to be here at 9:00 in the morning and showed up at 1:00 p.m. They did a great job installing. But the office manager changed the time of installation and did not tell me. They did try to make it right and did give us some free materials and tried to knock some dollars off the bill. But it did not compensate for wasting four hours or so. I do love the window and the salesman and installers were great as well. They were expensive but we knew we were paying for an expensive window and were getting a quality product.

They weren't responsive, and their coordination was not strong. It seemed like everything that could go wrong did, and then the screens would not hold. The workman that did the job had done some previous work for us, but said that they were not given proper time to do the work correctly and they were leaving as well. They windows were suppose to be guaranteed under warranty, but then they continued to bill us when we had trouble with the work to fix the issues.

First of all, I will say that I might consider Pella again, as the brand recognition is high and will help sell a house, as compared to (perhaps) other brands out there. However, our experience was less than what we felt we deserved, given the price we paid. Our Pella guy, Steve, was extra-responsive when he was trying to sell us our windows. We liked his laid-back, less aggressive approach. The Installation appointment was scheduled without any major problems, and the installers seemed to be a conscientious crew. That being said, it was the small things that put us off. First, after spending buckets of money on new windows and doors, they can't be bothered to key them all to a common key! So now we have a million different keys into our house, and WE have to call a locksmith and PAY to get them re-keyed if we want them all common. Next, in one window, the lines were WAY off - like didn't line up at all - to the point where everyone who saw it asked "How did that even leave the factory?" Obviously this isn't a functional issue, but if they don't catch that glaring defect, what else is leaving the factory wrong? This would all be fine if they had done everything in their power to get us a new window in a timely fashion, but it was nightmare tracking down who was responsible for fixing it and getting them to work around our schedules for installation. It was a really off-putting and frustrating experience on the whole, so I would caution people who are thinking about Pella replacement windows (and spending a lot of money).

I got estimates from different companies and I liked Pella’s product. I think I would choose a different window for a couple of them if I did it again. The installer was excellent and he was on time, but the company wasn't very punctual. I probably wouldn't use them again.

Overall, the experience was great. The salesperson that came was very knowledgeable and thorough. The purchase experience went very smoothly, and there were no surprises or extras that snuck into the final cost. The agreed negotiated cost was exactly what we paid. Installation went very smoothly. They were able to install both windows in one day, which was impressive given that the Bow was made on site. The installers were very professional, and made sure to keep the area clean as they worked. The quality of their work was excellent. The windows were insulated and caulked very well, and the aluminum exterior was put on well. The quality of the interior wood used was also excellent.

A good experience and I learned from the salesman. Treated me with respect, knew his product, listened to my concerns. Very professional. As the first estimate he didn't have a chance to close the sale as We always get three quotes for jobs over 1000 dollars.

I would say it went well. They listened and paid very close attention to what we wanted and needed. They were very detailed. It was a very high quality product and high quality work.

The work went well. I liked their product very much. There was some confusion in communication as we were having custom staining done on the trim work and inside the windows. That situation took us several trials and we got what we wanted. They need to improve on their communication skills. They had their own people and also use subcontractors though they don’t use the work subcontractors. That was not very clear to me and caused confusion. They however, came and cleared our issues.

The original windows were 18 or 19 years old. They were professional and did everything they said they would do. They were done on time and on budget. I haven't had any problems. It was snowing when they put them in. So far so good. They did a nice job and they look good esthetically. They were courteous and professional when they put them in. I would recommend them. They asked for comments when I was completing the paperwork and I told them I would act as a reference if asked.

We decided to replace all of the entry and screen doors of our house; 8 doors in all. I picked up a brochure from the Pella Store and set up a date and time to meet with the sales rep. The sales rep sat down with me and listened carefully to my outline for the project and questions. He then proceeded to create a mock up of the doors and colors I was interested in on his computer, so I could see what everything would look like. He was very helpful in selecting door styles and colors that would accent my home's interior and exterior decor. He informed me of the prices and discounts, warrenties and payment options. He described what I could expect in terms of measurement and installation. I felt very comfortable with him throughout this process. He was very friendly, attentive, and thorough, and when I changed my mind about a few details, he responded very patiently. The service rep came a few days later to measure, and again, he was friendly, attentive and thorough. Because each door is individually made to specifications, the installation was scheduled for about 3 weeks later. I was called ahead to confirm the installation date when the doors arrived. The installers were excellent to work with. They also were friendly, attentive and thorough. The manager double checked all of the specifications of the order as they unloaded the doors, and we looked at each door to make sure it was what I ordered. He responded to every question with care and concern. He did discover that the color of the outside trim for the front screen doors were not the color that was ordered, and he contacted the company immediately, so that the parts could be reordered right away. It did take two more weeks, but this situation was handled so well that I didn't mind the wait. We did have a problem with one of the locks, and that is being attended to as well. The project manager and service rep have been super at addressing these glitches, and I feel comfortable that any future issues will be handled professionally by this company. The doors are gorgeous and we are very pleased with the final results.

Very good, came as scheduled, efficient, thorough.

Although a competitor beat their price for identical Pella windows, we were very impressed with how knowledgeable the saleswoman was who came to our home to look at the potential job. She really knew her product and suggested a couple of money-saving alternative products that would give us the same look for less.

Things went very well. So well in fact we are thinking about getting our remaining windows done by them this year.

I am very happy with the work they did. They did a superior job on the outside trim, and it made the house look more expensive when they put in on. They delayed me by a week and gave me the best crew. They sent six guys for two days, and they did wonderful work. They put the trim on the inside and the outside, and it looks great. The windows did come with a lot of factory goop on them, but after a lot of elbow grease on my part getting it off they looked fine. I am really happy with the windows and with the installation.

Exceeded my expectations, I believe their service originates out of this area.

The project began in October 2008 when we signed the contract to do the work. We knew it would take some time to make the products, so we were prepared for a wait of some weeks before the installation. After their order verification specialist came out to make sure that everything could be installed according to the specifications that the salesman had listed on the contract, we were contacted by the company to set an installation date, which was December 17,2008. We had been told that the installation crew would arrive between 8:30 and 9:30 A.M. on that date. We were also told that someone from Pella would call us to confirm and remind us of the installation date- they did not do this. At about 10:00 A.M. on December 17, the crew had not yet arrived and no one from Pella called to explain the reason for the delay. I called Pella and told the representative that the crew had not yet arrived and no one had contacted me. She said she would look into it and call me back. She did call back and said that she had spoken to the installation foreman who said that he had been delayed in traffic and that he should arrive with his crew shortly. The crew finally arrived about 10:45 A.M. and at around 11:00 A.M. began the work. Two crew members worked on the windows while the foreman worked on the entry door and storm door. Near the end of the day, as the foreman was about to install the lockset on the door he discovered that not all the parts were in the box, namely no tumbler and keys. He apologized for the problem but said he had a lockset in his truck which he could install in a makeshift way to temporarily relieve the problem. In the meantime he said someone from Pella would be in contact with me in the next day or so to take care of the problem. In the meantime I had a hole in the door with very cold air infiltrating and no key for the temporary lock he partially installed. I was not contacted by the salesman or anyone else at Pella until I called them and asked when this was going to be taken care of. At the beginning of the following week the order verification specialist came out and installed the proper lockset with a tumbler that didn't match the finish of the lockset(the tumbler had to be ordered) but at least alleviated the problem of the air infiltration. On the day of the original installation, the last thing to be done was to caulk around the trim work of the storm door. By this time, it was dark outside and that must be why the caulking compound was not properly applied. I did not notice this until the next morning when I went outside to get my morning paper. The right side of the door was covered with caulking compound. When I notified Pella and sent them pictures of the door they agreed that the only way to repair the damage was to replace the storm door and trim, but of course the door would have to be ordered and the correct tumbler for the lockset would also have to be ordered. The project was finally finished on Feb 12, 2009.

They were very helpful. Everything that they said they would do was done in a timely manner. The workmanship was excellent. It was overall a good experience from start to finish.