Pella Windows & Doors of Omaha & Lincoln

Unfortunately, my recent experience with Pella has not been a pleasant one and the follow up, product quality, and customer service I would expect from Pella as fallen extremely short of their reputation. The negotiations on the front end were terrible, poor communication, misguiding financing terms, and a dispute over the series almost led to a complete loss of the sale. However, I moved forward with the purchase with the thought that the Pella quality would outweigh the issues from the sale process. We've had several quality issues come up after the install and I had to be present for a reinstall of several window components (in addition to the 2 day initial install). Additionally, the dry-wall work was never scheduled or completed and I had to continually follow up with Pella to get a dry-wall person schedule to finish the job. On top of this, the original back door of the home was going to be used elsewhere in our house, I made specific mention to my sales rep we wanted to keep it and my wife told the installers twice we wanted to keep it. The door was taken away and my attempts to get the install company to find it and return it have not led anywhere. The install company eventually "found" a similar door and gave it to us free of charge. I can go on and on about the issues here, but the fact of the matter is that my experience has completely changed my view of Pella and it's customer service. Prior to this I was a Pella advocate, but due to the poor customer service and follow through that is no longer the case. Recap of my issues: - Misguiding financing terms - We agreed on a price (approximately $17,000) and when we said we were good to go I was then told $17,000 was cash only, the financing terms (36 months no interest) was actually closer to $21,000. That isn't 0% financing then. This was ultimately resolved, but only after the sales rep left my home think he'd lost a sale and then didn't contact me for 4 days. - Confusing and misleading contract write up - If it says 350 series on the contract I would expect 350 series at the install. Rereading the e-mails my rep was sending me he wrote in the e-mail (not the contract) that while the contract said 350 series it was actually the encompass series. Where I come from the contract is what we agree on and should be easy to understand, this was misleading but I take responsibility and have learned a valuable lesson in dealing with Pella. - Original exterior door was not kept as requested 3 times - The installers have probably thrown it out by now. My wife wanted to incorporate it into our home as it was the original. I told the sales rep we wanted to keep it and my wife told the installers twice we wanted to keep it. - The sash that you lift the window by in our dinning room came broken in half. While this can be easily replaced and I understand small issues the bullet points below lead me to think there is an overall quality issues here. - The hallway bathroom window had numerous scraps, chips, and blemishes. This was replaced later. - Most of the seams on the windows were extremely poor and had clearly not been check for quality. I get the difference between the 350 seamless weld and the encompass series, but I don't believe there should be pea sized globes of vinyl on the seams when the windows come to my home. The installers ended up taken a razor blade to most of the windows due my complaint. - The kitchen window lock was misaligned, causing a very clear asthetic issue when looking at the window from our patio just off the kitchen. I would have thought something that noticeable would be caught in your quality assurance checks. - Like I said, not huge issues here but the number of issues is alarming to me. Especially considering the price tag and size of my order. - Took extra follow up and trips to my house to fix the dry-wall, which was never originally scheduled. When we replaced the old back door with a new 6' slider there was obviously going to need to be some dry wall work done. - I should also reference that when I saw the windows and thought there was an issue with the series (encompass vs. 350) I immediately called my sales rep. He NEVER returned my phone call, not even to try and clarify the situation. He also never followed up with me after the install to make sure I was satisfied. I do want to state, that other than the door issue, your install crew was very courteous and did a great finishing job with the wood work. I don't believe my issues were the result of the install crew, but a direct result of Pella loosing it's core values of quality and customer service.

It was an excellent experience. They were really, really professional. We wouldn't hesitate to use them again.

Overall, I am very happy with the installation process and the quality of the doors. I will be calling Pella with the next window or door project.

The hard part was to get help from the local pella store, I suppose it was because they didn't sell them to me

Debbie Ruhlman is an outspoken woman who did all she could to show us many options of window styles, window tinting types, and measured window openings (and counted them, too--sound silly? The other person who quoted us Kurth Construction didn't bother measuring windows and his count was off when he gave us a quote. He obviously didn't want our job).She sent over an official coordinator (the guy measured, looked over our window types, told us that these old windows historically had been put in at an angle, so some extra framework would have to be done--even though no more charges appeared on our quote), who then went over each room very carefully with myself, my husband, and Debbie. We had no questions by the time they were finished with the walk-through.We went downstairs, signed the contract, and we had a date scheduled within moments. Just 3 weeks away. The subcontractor, Jurgens Construction, showed up with two crews at 8:10am (they told us between 8-9am) and started to work. We found a few irregularities (slightly bowed wrap on the outside, a missing lock, and two windows that needed install tweeking because screens didn't fit). After conversations with the installers and the owner of Jurgens Construction said that they would do everything they could to make it exactly as we wanted it.Sure enough. Even though it took an extra day (they ran into a half of a window behind a wall in our bathroom!), everything was completed to our absolute satisfaction. Of course, so far. We've not had rain for almost 2.5 months, but the extra time they took to insulate, use the Pella tape, and make sure that the windows were plumb has made our upstairs SO QUIET! :-)I will post an update if an issue arises that is not resolved, but I do not expect that to occur. Regarding price? Windows are very expensive and we had the equivalent of 15 windows replaced. Final note? Jurgens Construction picked up their refuse, did not hurt a single plant in the yard, put drop sheets down throughout the areas of the house that they affected (and after they picked them up, they wore stocking feet when checking and tweeking), and were very professional. Debbie Ruhlman and the owner of Jurgens (Myron) stopped by at the end of the first day (when they expected to have the work completed) to make sure everything was going as planned.

Pella Window and Door Showroom were top notch. The installation was done in one day. They did not leave a mess. The windows were spotless when they left. The people were really nice to work with. I will use them again in the future. The price was average.

They were very good. Their sales staff explained everything and installation staff put the windows. They were excellent.

Product good. Installers were not given sufficient instructions on how to install so it became a confused situation. Insufficient trim material was ordered causing further delay. Office not responsive to complaints or voice messages. Excuse was voicemail system works differently than most??? Some packing paint damage which was promptly corrected.

We purchased Pella windows because of their reputation for quality. But our experience has been just the opposite!

It went very well in spite of having a door opening that was out of kilter. They kindly put the old doors in the back of my van to be recycled as shelves and a ramp at a friend's garden.

They were way too much so I didn't buy from them. The windows are really good quality windows but it just is not in our budget. If I had the money in my budget I would probably buy from them because they really are nice windows and the warranty is great. I am not saying it isn't worth the money, it is just too much money for me. The experience we have had with the Pella windows that we have has been phenomenal and they are a really nice quality. The windows are really cool. It was the second time I have had them come out. They came right out and they could have lied to me but he did not. They were professional, honest, and taught me how to clean my windows. I don't think they had to take the time to do that, and they could have said the window was shot and I needed to get a new one. If I had the money I would spend it because I have had a good experience with them.

I thought they were outrageous on price. I wouldn't do business with them. Their business model is like the old 1950's Fuller brush salesperson. They came over and told me how great their product was and that nobody has a product like theirs. They run the price up as high as they can and hope they sucker you in. I thought the salesman was slick and I don't like slick salespeople. He reminded me of a used car salesman. I would never use them.

Pella and its sub did a terrific job and given the complexity, completed the job in a reasonable time and at the quoted price. Superb job.

I was very pleased with this company. They cleaned up after themselves. They worked quick and did great.

They were excellent. They cleaned up after themselves. They had a good crew here and they were polite. They were concerned about our dog because the salesman told them we had a dog but we had taken him to daycare. They made sure there were no nails left out in the backyard where he would be. We will go with them again to replace the additional 5 windows when we have the money.

Their installation and product support I'm not really happy with. I don't think I'd use them again.

Salesman was very good- not gimmicky or pushy in his explanations. Some haggling on price was done- salesman offered options that he felt were better despite being less expensive whereas most salesmen equate cost to quality. Installers were professional and neat. They contract exclusively for Pella, and took the time necessary to do the job right. The lead installer came back two days later to check that the door settled in correctly.

We liked them. They did a good job. We will use them again in the future.

Everything went fine. There customer service is really good and the quality of the product is great. They are a little hard to get a hold of at times.

The in house visit and bid were a very simple and acceptable process. Jim Korff, the sales rep, willing addressed my questions and developed the bid in a timely manner. Scheduling was not acceptable. The appointment setter was rude and lacked knowledge of what would be required. She advised 4 installers would be on site and curtly explained what was expected of me and the areas that would need to be ready for the installers. Actually 11 installers showed and immediately took over the entire house. this would have been fine had the scheduler advised this would be the process and allowed me to prepare. Installation - these guys were fantastic. they helped me get the areas ready that were not prepared due to the schedulers incorrect guidance, they treated my home like it was the white house and were just fantastic and completely professional. Incorrect Windows - Jim Korff made what sounds like an honest mistake and order windows without the gas insert. He and his sales manager visited my home, offered an alternative of me keeping the wrong windows and Pella would cover the $1,500 tax credit. when i declined and requested the windows i was told i ordered, they agreed and set a re install date of 2 months. i was also advised it would take 3 days to reinstall my windows, i would need to be there the whole time and that only weekday appt's were possible. I was upset that i would miss more work for Pella's error without any compensation. after several arguments between the sales rep, sales manager and myself, they offered to send their weekend crew on a Saturday. why did we need to fight if you have a weekend crew?! When the 2 installers arrived they began inventorying the windows, apparently someone else delivered them, and found that all windows were not correct. they then placed another order for more windows that would need to be installed later. not happy but at least the installers are professional and working with me. The sales rep and manager could have cared less. billing - i received a bill that include aprox $500 in non agreed to installation charges and a billing for window wraps, which was not done. when i advised the account payable department of the error they email a rude note advising i shouldn't complain as i wasn't charged enough for the incorrect windows. (how is this my fault i'm paying what was agreed to? ) after much back and forth the sales manager finally rectified the billing. after 4 months of back and forth i have windows i'm very happy with and an experience that will prevent me from ever using Pella again.

Their products are good but they are too pricey. They were late getting here because they were lost. They did a good job. I would probably not bother to use them in the future.

Although the sale had ended the salesman got it extended; so we proceded. The salesman came in late afternoon. It was the same salesperson as we ordered from before and with whom we felt we had an excellent relationship. It took a couple hours to do the measurments and to write the contract. On the installation day, the windows were installed neatly and efficiently. However, the door that was installed was not what we wanted. It turned out that they installed what was described in the contract by product line. The salesperson knew the style of door that was to be installed and we believe inadvertantly entered the wrong style on the contract. We were not happy and the sales team was of no help. We wrote our objection on the installation invoice. Nothing happened even though the sales manager said he would come to view our door installation, which besides being the wrong style was installed with a 1.5 inch raised threshold--a problem for our elderly feet. In February we were still unhappy and had had no followup from Pella. I finally finished and mailed the complaint letter I had drafted and edited and edited. Pella responded within a week. They soon decided they would replace the door. The new door was installed at no cost to us and is perfect. We are very happy and grateful. Pella did this graciously, efficiently, and professionally . What great customer service!!!

The quality of windows stands out very well. We got their highest in windows; three panes with the sheet in the middle, which we really enjoy. Their crew was outstanding. The two younger guys who came up; but absolutely knew what they were doing inside out and they did a great job. They should keep it what they had been doing and they were outstanding. The price was little more expensive.

operation smooth and professional only down side was the price. You have to be willing to pay more for higher quality, but it still seemed expensive. Deciding factor was their ability to perfectly match the woodwork that was not replaced.

I was completely satisfied with the quality of the Pella product and the installation. I was happy enough with the windows to go ahead and purchase a Pella replacement patio door. Pella windows are expensive but Pella is also the "real deal" as far as I'm concerned. You do get what you pay for. UPDATE: Since this report I've had Pella install additional windows in my home with the last bunch going in this month. I still feel the same way about Pella. I would absolutely recommend them to others. I've used the same crew to install each time, and they've done a great job. 03/11/12