Pella Windows & Doors by Horne

Very difficult to reach the office. No response to my email from the website and the telephone message said it was not possible to leave a message and to call back. It is almost like they are chasing you away.i had several handymen look at the issue but no one would touch a Pella Window. Once I finally reached the office, it took approximately 2 weeks to get the order placed. They required 100% payment up front. Appointment for repair is now for 3 weeks out, but at their convenience. No time given, just a 2 hour window. Very convenient for them. Not so much for me. As this is a Pella Window and no one else will go near it, I need this fixed before winter, so I went head with purchase in spite of low response time, poor service, high prices, and lack of customer friendly policies. All of my home's windows will eventually need replaced and I will not be calling Pella. I also see now that they have several recall notices out, lawsuits, and class actions. But they never tell you that.

Quality of product, installation and responsiveness, etc. were all excellent. I have no complaints about the product or the people I dealt with. The reason for the F grade is the financing option provided. Pella provided no interest financing through Wells Fargo National Bank. For those who use the no interest financing option - BEWARE. I made every payment on time, never late once, but still got hit with a 28% accrued interest charge - nearly $1,000 interest charge on a $4,000 credit amount. When I purchased the windows I had originally planned on borrowing a smaller amount, and opted for the no interest financing. I decided one month later to use more of the no interest financing - BIG MISTAKE. Apparently my first credit draw was for 12 months; the second was for 24 months. I don't recall this being explained to me, but it might have been. Wells Fargo structured the payments so one payment covered both draws but the balance on the first draw would not be paid in full by the end of the 12-month period. That was the trap. I kept making my payments thinking everything was fine, until at the end of the 12-month period I see a $1,000 increase in my amount due. When I inquired, Wells Fargo told me it was because I didn't pay off the first draw in full by the end of the first 12-month period. When I explained I didn't realize that was required, they essentially could care less. They said they provided notice, which is technically true - it was buried in small print on the 8 1/2 x 14 statement I received every month. Pella Responsibility - in my view these type of credit arrangements are unethical and unconscionable. Yes, I know, I signed the papers, but I believe Wells Fargo is hoping people get tripped up and don't realize (or forget) all the requirements. Again, I never had a late payment and was hit with a huge interest charge. Aside from the fact this interest rate is outrageous and in my view unethical, the unwillingness of Wells Fargo to provide a reasonable opportunity (and better notice) to make the full payment means to me they are hoping people get caught in the trap. Pella should not be doing business with companies like this. Pella shares responsibility here. Pella is benefiting from this no interest financing, and they should demand their financing partners act ethically and treat their Pella customers fairly. I'm done with Pella until they sever their relationship with Wells Fargo, or demand better terms for Pella customers.