Pella Windows and Doors

This was the first time we have used the company for services. Three crew members completed the work in about three days. They had to pick up a frame for a picture window and when they did, it was not painted as it was supposed to be. They painted it themselves and had it ready to install the next day. With the windows we had before, they didn’t have as good of a seal and the windows were not well made. The new windows are sealed pretty well now and they are really tight. We feel that we got what we paid for. Everything has worked out fine.

I wanted a new front door that would still fit in with my 1909 house. I realized this would be spendy, but wanted something that looked really nice. I looked at a few brands, and Pella is really the only one that seemed decent enough to use. Setup an appointment for an estimate online, the rep showed up exactly on time with samples, etc that allowed me to purchase right on the spot. Got a discount for not financing, and another discount for fully prepaying. On install day, they arrived again exactly on time, removed the old door taking great care not to damage any woodwork or walls that were being re-used. Being that it was a 100+ year old door being replaced, I think they had to jump through a few unexpected hoops, but in the end everything looks great, and the archiceture series door is well worth the preimum price. If you're looking for a premium door, then Pella is hands down the way to go. If you're looking for a cheap replacement, there are probably better options, but for premium options, I can't really think of any other way to go!

.They have now offered to replace the window that opened the wrong way for $375.00 - IF - we pay them in full. The salesman said when he sold us the windows, that our satisfaction was the main focus and that dealing directly with Pella would assure us everything would be perfect or remedied. What he didn't tell us is there would be a cost to get everything right. We had issues with the patio door, and we are waiting for winter to see if it still freezes shut again. I am not very confident they will do much if it does. We don't think it was insulated correctly and they left a couple of pieces that probably should have gone on somewhere. I am very concerned for the performance of the rest of the windows as time passes. Not much I can do, but wait. I did contact the main office with our complaints. They said all would be addressed and they would get back to us. Never heard a word from them. I would like to see the service rep demoted for being the rudest man I have ever had to deal with. He definitely needs to stay away from answering calls! My advise, if you decide on Pella, be there and insist on 1 window at a time being taken out and installed. Be vigilant, with everything they do. Watch them installers like a hawk and be sure everything is well insulated. If you don't know enough, then I suggest finding a friend who does and have them be there for the install. Their website implies that everything will be clean and better than when they came. I have pointed this out to them in my communications, and it is a point they ignore.

We received a deal in the mail for 50% off install of all Pella doors and windows. We had a sales rep come out to our house, Mike Conrad, to discuss replacing our existing exterior side door and patio door. He explained why Pella's product was superior as well as the install process. The initial bid was way over our budget. He stated that the installers could do the trim for us around both doors to match the existing trim in the house (built in 1909). I asked if they could match that detail and he said yes. He then brought the price down if we prepaid, and offered to key the new locks for us so that they matched our front door entry lock. After these add-ons and price reductions, we decided to move forward, although still somewhat reluctant about the price. We reasoned that with the quality of product and install, and the add-ons, it was a reasonable deal and we could get the whole project done rather than having our general contractors do the trim around the doors. We signed the contract on the spot, and I confirmed their promise to do match the siding and do the locks verbally. I confirmed these details before the installers arrived by email with Mike and communicated this verbatim to my general contractors so that we purchased the correct material for them to do the trim work. We paid in full two weeks later and the service was performed four weeks after that. On the day of install, the crew stated that they did not have the tool to correctly cut the trim and so could not do any of the detail work to match the new trim to the existing trim in the house. The installer also stated that our sales rep had not ordered the lock for the side door and he had ordered the incorrect lock for the patio door. I called that today to address my concerns and was told that we did not supply the correct material for the installer, and that they really could not install the trim according to our specifications. He stated that our general contractor could easily do it. I was furious at that point because it was clear we had been lied to during the sale. He also stated that he would order the correct patio lock but it was not the one we had originally ordered. He also stated that the side door lock was an extra and was not part of the package. He offered to install a lock we purchased to appease us, but did not offer to address the trim issue. We sought a partial refund through BBB, and received a response right away. I received a check in the mail within a week and consider my complaint resolved satisfactorily. For future customers, I'd still recommend that you ensure every detail of the project is in the contract before you sign it, and do not prepay.

Sept. 21, 2013- We first met with the Pella sales rep. After a couple of days discussion we called to order a door hoping to get it installed in the stated 4-6 weeks before the cold of a Minnesota winter arrived. Mid October- The sales rep finally got back to us, and we ordered our door on October 17. November 15- The installation crew arrived and tore out our old door and then found out that the "made to order" had a door jam that was 2 inches too deep for our wall. (The sales rep and the "installation manager" had both been out to measure before the door was ordered.) The crew did what they could for an install while we waited for another door to be made. Because of the extended door jam the door swung into the house too far and the normal 180 degree swing had to be stopped at 89 degrees before it hit the corner of the wall. Worse than that was the draft. Because they had torn off the frame they just put some insullating foam in the crevice that would have been covered, emphasis on SOME. You could see daylight through the gaps and the draft was ridiculous. We called to get some more foam put in, but the installation manager said it would make it more work for them when they had to put the door in. I stuffed it with Saran Wrap to try to keep some of the cold out. After this incident we called our sales rep who said he'd see what he could do about getting some of our money back. Apparently nothing, we never heard from him again. The person we spoke to at Pella said that our door would be "fast tracked" so that we should have a new door in 3 weeks, and our second installation was scheduled for December 10. December 6- My husband called to confirm that we were still on for the tenth. December 9- We received a call that our door hadn't been put on the truck and was still in Pella, Iowa. December 10- NOTHING. Because of the time my husband had already had to take off of work we were now limited to Saturday installation dates. By the time our door finally arrived we were offered an installation on December 21. With out of town guests arriving for Christmas on the 23, we said no thank you and scheduled for the 28th. December 28- After three months we finally got our new door. The installation team was punctual and had the work done quickly. They get a "B", only because we still have to struggle to lock the deadbolt. Final result- Our door is a disappointment. For the money I didn't expect to be able to see every plug around the windows. (All 24 of them.) Worst of all is that we have a $3,000 door that we can't stand to look at because of all the frustration associated with it. On the Pella website you'll find their promise: "The Pella promise is our commitment to you. ... To no-mess, no-guess installation. And our exclusive Total Care guarantee. We make relpacing windows and doors easy. That's our promise." Don't believe it.

The guys were all very nice, punctual and neat. The best news is we have had the coldest temps in years with wind chills of minus fifty and my house has been snug and warm.

On Nov. 4, 2013 we ordered a patio door from Pella Windows and Doors, 7101 France Ave, S., Edina, MN. The salesman came to our home. December 10, 2013, the patio door was installed by a very professional two man team. Three hours after the installers left the inner door with the blind shattered. Now the lack of customer service comes through. We called the 'project coordinator' and left a voice mail message. Waited 30 minutes and called again. Left voice mail message again. Called the salesman who sold us the door. He said he would have someone contact us. Received a phone call from the installation manager who said he would come out. He appraised the situation and said he had only seen this once before in 11 years and it was most likely cracked before installation. He cleaned up the glass, took out the frame and said he would call the office on his way back and have them order a new window for installation before Christmas. December 13 we receive a call from Ms. S. who informs us the window is in and will be installed Jan. 7, 2014. When we explained we had been promised installation before Christmas she said she would check on that. December 16 Mr. N. calls to set up an installation date of Jan,. 8, 2014. When we told him we had been promised installation before Christmas he said he did not know anything about that that the install date is Jan. 8, 2014. December 16 called Pella Windows headquarters ion Pella Iowa. Spoke to Customer Service. Explained the entire problem from the beginning. Ms. M. said this would go her supervisor for handling. December 19, three days later Supervisor Ms. S. calls. Explain the whole story again. Said she would call back. Nothing. December 24, send a letter via FedEx to Elaine Sagers, VP Marketing and Customer Support. NO communications form Pella whatsoever. Now we wait four weeks for installation of a replacement window that was promised before Christmas.

Windows and doors were installed at time of constructing new addition in 1997 and 1998. Windows and doors began to deteriorate within 10 to 12 years. We were notified that the company (Pella) was being sued in a class action because of windows and doors rotting due to poor design and that we were included in the lawsuit. We were instructed to provide the court with evidence of the deterioration by way of photographs and some 12-14 pages of supporting information. The windows were inspected by the company rep who verified the damage. Six months passed with no word from the court. After persistant inquiries, we were notified that we were eligible for damages up to $6000. Much to our frustration, Pella informed us that they knew nothing of the suit, but they were willing to sell us new windows at a reduced cost. Pella was consistant in their refusal to take responsibility claiming that their guarantee was limited to ten years. The original windows installed 40 years ago were perfectly functional, yet the useful life for Pella's windows was a mere ten years. In discussion with the legal offices named by the court to monitor the disbursement, we were informed that Pella was refusing to claim any liability since the small print in their guarantee limited them to ten years and they were seeking further relief from their responsibility through an appeal. To quote the atty, "YOU'RE SCREWED". This is one of the worst companies they have ever dealt with. Winter is now upon us and to prevent snow from migrating into our home we are forced to cover the sills with rugs and towels. We will replace our windows and patio doors in the Spring. We strongly encourage you to refuse to do business with a company that so recklessly disregards their customers.

Everything pertaining to the install was top notch, from the initial contact, estimate and installation. We are extremely satisfied with the quality and looks of the doors. The installers wasted no time and were able to finish the project in a timely manner with little incontinence to us.

This all happened about 18 months ago. I liked the Pella salesman, work crew and everyone involved with the project. Pelllas are expensive, but I feel you get what you pay for. I love the product, and as a matter of fact, I have them returning on November 6, 2023 to install three more windows. Please know, I am working with only Pella service people, not some independent.

Lack of customer support....... I never want to see another Pella window again! It's been terrible, frustrating, expensive and disappointing!

Went smoothly. The installation team was very professional. They ran into some difficult challenges with our older house. They solved all of the problems very quickly. Beautiful job.

we stained and varnished the replacements prios to instalation. Fimal result was good.

Everything went great. The service provided by Pella was excellent and I love the Pella products.

I had called Pella because I thought I needed a window replaced. I couldn’t close it and I couldn’t repair it on my own. The Pella guy came out to install a new window, but instead he did the repair and didn’t charge me for the window or the service. He did an excellent job and showed me how to keep the window functioning.

Estimate was way better than we expected.

He showed up and was extremely professional even though my home was a mess. I do not have any review of the actual service performed yet but I would hire based on the sales guy/estimator alone.

It was a disaster. The quality of the door's stain was terrible. It did not match the trim that they also installed. Had them replace it twice but still looked terrible. They were accommodating and understanding in addressing these issues. The installer's work was not top quality so came back to fix a few items. Also made a small dent in the Sheetrock during installation.

The installer (sub contractor) did a great job and made sure everything was to our satisfaction. I finished the wood trim (stain and seal) as to save money as this was a budget buster.

The windows are great, Tracey, the sales person was good, Pella installation (by sub contractor was marginal, Pella follow up to correct install issues was OK. This is the second series of Pella windows we installed. The first 13 were installed by a Pella cerified window installation contract not hired by Pella. This time we thought we would use Pella for everything: windows and their installation crew. The Pella crew was a trained Pella sub contractor. Install was OK but they cracked off a good chunk of plaster around the window and didn't patch the damage. The sub said he didn't like working on plaster houses and didn't carry any wall patch in his 6' X 12' tandem portable workshop. They also did not have any wood filler to fill the nail holes they created. Who ever heard of a carpenter not caring those two simple items, They also left several dirty fingerprints on the walls. Now I am a home repair type of guy and I can understand the plaster cracking or breaking out, but not to repair the damage on creates is inexcusable. Pella did send out a Pella employee to try and fix the damages. Not what I expected from a premium window company like Pella. I am just glad we are done with all our window replacements.

8-2013 update: No resolution to the whistling issue. The solution offered by Pella of calling the Operations Manager when the whistling was happening, did not pan out. The whistling was too infrequent, and of course would only be noticed outside of normal business hours, so it became impossible to match up schedules with the Operations Manager. I could not isolate the whistling source, but the concern was that there was a defect in the window sealing that was allowing air infiltration. So, we will have to live with this issue. The question is now, will I hire Pella to replace the remaining lower level windows, or go with someone else. I have lowered the overall rating and the rating for responsiveness and professionalism due to lack of resolution to this issue. 11-2012 update: We now have two double hung windows with whistling issues on windy days, depending on the wind direction. The local Pella Operations Manager has suggested that I call him when the whistling is happening so he can investigate. These two windows also have some air leakage issues, which can be felt easily with the recent colder weather. I have lowered my overall rating and quality rating for now and until this gets resolved. The other windows appear fine,and the casement windows are especially tight. Original post: The sales men were knowledgeable and professional. They explained in detail the replacement process. They were a bit more flexible then Renewal By Anderson; agreeing to replace the exterior cedar trim, whereas Anderson indicated we would need to hire a siding contractor for that. Pella was also very flexible with the interior trim replacement. We had picked out a MDF type window trim, which was not a standard item for them, and the salesman took extra effort to purchase that trim himself, and get it spray painted in the color of our choice. The salesman also worked with us to select a low maintenance exterior trim material, and took extra effort to get that purchased. Pella dropped off that material in our garage about 3 weeks before the install, so we could paint it.We had 9 windows replaced for $16k, which comes to over $1700 for each window opening. It takes a lot of labor to replace the windows. We had 5, maybe 6 guys on site all day long working on these windows. I would recommend being on site during the installation. The guys take over your house, as can be expected, during the replacement process. They do lay down tarps from the front door to each window, but these did become displaced during the process. So, if your carpet is new or pristine, you may want to have them use a more thorough method for covering. Also, during window removal, the wind can spread dust from the removal process about your house. For instance, we have a desk near one of the replaced windows which became covered with dust, most likely from the sawing involved with removing the windows. Although the guys did vacuum the area around the windows thoroughly, they won't touch the furniture, as is expected. After the installation is complete, we had a walk around with the lead installer. I found it was important to operate each sash and casement to check operation. We found one sash that was tight and did not operate smoothly, and a casement crank which did not operate smoothly. The lead installer fixed the sash, and made an appointment for the service tech to visit regarding the crank. The service tech visited, and found a defective crank, but the parts will take 3 weeks to order. Otherwise, the installation looks quite good, with tight joints on the interior trim, clean caulk line. etc. Be prepared to spend about 20 minutes per window cleaning the glass since it seems to have adhesive or sealant spots scattered about, most likely from the manufacturing process. It takes alcohol and a razor blade to get this material off. One other issue showed up during an evening with heavy winds. One sash was whistling with wind apparently coming thru the seal. Service was called, but it will take over 3 weeks to get a tech over to diagnose. All the other windows appear to be air tight.

I went to the showroom to get a feel for the type of door I wanted. Scheduling an in-home estimate was very easy- they even came out on a Saturday. The representative was very polite and took her time explaining all options. The estimate was a little less than some of the other contractors we called due to cash payment and day-of contract signing discounts. Roughly a month later, my door was being installed. The installers worked efficiently and quietly, and took the time to show me how the door worked. No mess was left after they were gone. Overall I was pleased with the experience. The price of Pella doors may be expensive, but the quality is worth it in my opinion.

The sales rep came to our house in the evening with a sample window and color samples, etc. She explained all the options and provided a couple of different estimates for us based on the number of windows we were replacing and the different styles, screen options, etc. The installers were punctual and completed the installation in one day. They cleaned up after themselves. They also installed smoke detectors in all the bedrooms, apparently this is a law that we didn't know about. Overall, the experience went very smoothly. We love our windows! They stay open without propping them up and look wonderful! We don't have to put up plastic in the winter anymore either!

The sales person was helpful and professional. The installers were great, very professional, prompt, and easy to deal with. The work was completed in one day and they cleaned everything up. We're very pleased with our new windows. We were a little surprised that the sales person never called us after the install to make sure everything went okay. However, the installer did call to make sure we were satisfied. Overall, I would recommend using Pella. The quality of the windows is really impressive.

Needed to replace back door. Called Pella, manufacturer of existing door. Took 6 weeks to get to a "competent" sales person to visit / measure door. Initally went through the folks at the replacemnt parts deptatment and they were not too motivated since I had a "vintage door. " Replacment parts about $800 bucks, not installed. Well 800 bucks is a lot of money to patch up an old door, so then I started looking into a new door. First Pella sales person told me only custom would do - initial estimate, just for door and sidelight, about 4,500 bucks. Wow. Called my contractor. He had a sales person he works with at Pella. New sales guy came out, got a slightly lower bid - about 4,200 - not installed. WOW. For a door and side-light. Still custom. My contractor suggested I go to some other vendors - with my measurements in hand they quickly suggested a standard size door (less than 1" from true / custom measurements) and have installer make appropriate adjustments on the jam. Saved over 1,500 with this approach - neither Pella sales-person suggested this option. Paying for the door took 4 calls to a sales admin who was pretty unresponsive, but since the new door is not ordered / made till paid for, and it was winter in MN and I needed a new door with a lock & handle that worked - so I was persistent to spend my money. New door arrived on due date & installed by my contractor. Lock and key barley function. Still 3 months later only 1 key works. After numerous tries, my locksmith (not a kid at a hardware store) still cannot make a workable spare key. I understand things need time to break in, but if I had a 12 year old teen trying to lock / unlock this door - it would not happen. And we only have 1 key to lock / unlock the main door to our home. When I called Pella to have a tech come out they were scheduled more than 2 weeks from date of my request - again this is the main door to our home. When I complained about the long wait, the gal said they would send me a new lock / handle mechanism and I could install myself. Really, install myself. Now this is for a door that cost over $2800 not including installation or tax. I could not believe it. MN winter. I only bought Pella so that the finish would match other windows in the home - wish I had gone with Marvin. Oh, and no it is not due to poor installation - the 2 week out tech, who was nice but could not explain the key issues, confirmed that the installation was just fine. Oh, and that that the hinges are made of plastic, not metal. Again, on a $2,800 door.