Pella Windows and Doors

What a nightmare. If I had a choice between living with rotting doors and a couple of broken windows, or hiring Pella of Franklin again? I'd live with the rotting doors and broken windows. Did a virtual consult July 11 with Brayden Briggs. Went fine, got what we needed for information, requested a quote. He turned those around inside a few days, and we opted to move forward thinking Pella was a good name, it's a large brand, decent warranty. Brayden really sold the "turnkey installation" and I'll touch on how that actually went shortly. Wayne came out July 27 to do order verification; the next day he returned with Johnny for a second round (and by the way, these two gentlemen are great.) Wayne noted several items missing from the order verification sheet, including an attic window I'd already pointed out to Brayden twice. I followed up with Brayden, who told me the order was being sent to their front desk for a second round of verification. After two more reminders, I finally got the price for our attic window and saw it added to our order sheet. We made a deposit and were told the doors were processing. On August 20, Johnny stopped by unannounced and stated he needed to re-measure the door, as the style we chose may not fit. This was the first and ONLY time we'd heard anything about that. Took several emails and a text to the sales manager to get a straight answer out of Brayden, who said they'd just switched manufacturers and the measurements were off. We chose a different style, were assured everything was on track, and Pella confirmed installation of everything (both doors and windows) beginning September 28. Between the time of our order and September 28, Pella confirmed seven separate times we were set for install of all products the week of September 28. About an hour after the install team arrived September 28, we received a text from Andy: Apparently two windows had not come in AND he wanted to know if he could schedule their install with the doors. ON NOVEMBER 19. From July on, we were lead to believe install for the doors would happen end of September, and it took Pella until the day of installation to inform us the doors were delayed another SEVEN weeks. Pella of Franklin blamed it on manufacturing; corporate said that wasn't accurate. Ultimately, I told them they'd have the doors on the premises and actively being installed no later than November 19 or they'd cancel the order. After the team came through for the windows, we went around to touch up the trim. My husband first noticed the strips on the screens were separating on some windows so I contacted Pella. I was told this wasn't typical and they'd have to replace every screen (18 in all.) In the process of checking screens, I noticed several spots where screw holes had been carelessly slobbed over with caulk. Spots on the trim they'd nicked and "patched" with a smear of more caulk. Then we noticed that the caulk on window after window appeared to be yellowing/browning over time. I contacted them and asked if this was a bad batch? Did they apply something off-white? Andy responded that the only time he'd seen that happen was when an installer had applied EXTERIOR caulk inside. They'd used the wrong caulk and as a result, several windows have yellowed, filthy, sticky caulk that I'm now in the process of scraping and cleaning myself. The white vinyl trim they applied is bubbling and separating in multiple spots. There's excess foam poking out around one window. On another, the bottom exterior sill is pitched into the house instead of away. Another window upstairs isn't closing evenly and is noticeably off-center, so that the right side closes lower than the left. If you'd like to see how that "turnkey installation" actually turned out, I've attached some photos to demonstrate what I found after further inspection. The unnecessary icing on the caulk cake though was what happened in our front room: We had two arched windows replaced, one in my closet, one in the front room. The crew left early one day, telling me they needed to paint the trim for those windows. I said okay, and assumed they'd done exactly that. The next day they installed the flex moulding over the front arch; when they went to put up the one in my closet, they acknowledged it wasn't painted. I told them to put it up in my closet unpainted and I'd take care of painting. Shame on me for not catching it: Why did they have one painted but not the other?? Unfortunately the answer is that neither piece was painted. In the front room, they'd installed the flex moulding unpainted, then smeared caulk ALL OVER it in an attempt to make it looked painted. Apparently they thought we wouldn't notice or that I wouldn't know any better?? Pella completely ruined the piece. I had to rip it off and have a new piece ordered for replacement. They installed one window that was broken, said they'd ordered the replacement. The gentleman came out to fix that last week and discovered whoever ordered the replacement ordered the bottom half--not the top half, which is what was needed. Today was the final straw, though: After eight confirmations from Andy, Brayden, and David that the doors would be on the premises and installed November 19, I get a text from Andy this morning (November 18.) Not even a full 24 hours prior to install and he tells me that he's so sorry for the inconvenience, but the sliding patio door never shipped. And that's because there's a part shortage and its not even finished, nor do they have a date they expect it in. The door was supposed to be in November 10 and didn't show up. Pella of Franklin never called to follow up. Andy assumed it would arrive November 16 and it didn't show up. They never called the factory to follow up. Instead, he waited until today, the day before install when it didn't show up AGAIN, to contact the factory and ask about the sliding door we ordered FOUR MONTHS AGO ALL THE WHILE confirming for me on eight separate occasions we were on track for installation November 19. We told them to cancel the patio door, which David seemed happy enough to do, and to process our refund and send a new contract. As of late afternoon, I hadn't received either, so I texted David to ask when to expect those. He replied he hadn't processed a refund yet, and a new contract wasn't necessary. Unfortunately, it very much is! And that's because we need to ensure the door has been removed AND any labor, materials, etc. associated with that install have ALSO been removed from our final total because they have failed to deliver on installation. For the second time. David did not acknowledge the request. The crew is set to come out tomorrow for entry door install; I was told by Andy they'd resolve all of the punch list items tomorrow, and today, David's response is they'll do it "as soon as possible" after I meet with Mark, the install manager. We've got another appointment set for November 30, at which time they're supposed to install the replacement window and screens. Hopefully that will be the end of this nightmare, and I'll update my review at that time. They continue to blame the issues on the supply chain, but this isn't the supply chain's fault. The supply chain isn't setting install dates and then not following up to ensure a product is in. The supply chain isn't giving out unverified information to paying customers. That is the sole responsibility of Pella of Franklin. If we don't have a new contract, refund, and resolution for all of these errors by tomorrow, we're engaging the Better Business Bureau.

We have Pella Windows installed in our entire house. We have over 17 windows that are Pella brand. They are beautiful windows, and I felt that they added a distinguished look to the house at the time we moved in. The windows upstairs however, now do not open. I feel this is a hinge failure that needs to be adjusted or replaced. I called Pella windows in October of this year, and let them know that I was willing to pay them to perform whatever task is needed to fix the windows. They scheduled me an appointment a month after I called and then did not show up for my appointment. This was a day that I had painstakingly made arrangements to meet them. Someone left a message on my phone a few days later from Pella that they would schedule me again in December, over a month after my original appointment date that Pella missed. Unfortunately I have the impression that Pella will install a nice looking product in your home that does not last, and degrades relatively quickly, and they will not support their products with any type of service. I fear that others installing Pella products should know that Pella has shown a distaste for rectifying flaws in their products once they are installed.

Great products, terrible customer service We have just completed replacement of all doors and windows in our house by Pella over a 2 year period. This was a total of 7 doors and 14 windows at almost $65,000. Before beginning this project, we researched very thoroughly. Over a 2-month period, we received proposals and estimates from 3 different companies and also attended a home show to look at additional products. We were most impressed with Pella’s products and warranties. We asked countless questions about the installation process and liked everything we were told. Based on all of our research and information, we ultimately decided Pella would best fit our needs. We are extremely pleased with the windows and doors. They are beautiful, well-crafted, and have so far provided the energy efficiency we were looking for. We were extremely displeased with every aspect of customer service during and after installation. There were so many problems and so many occurrences of miscommunication that it is hard to enumerate them all. But for those of you who are considering spending a large amount of money with Pella, here is how you will be treated: Phase 1 (installation of 3 doors, December 2016): After 3 days of work, the doors were in place but the exterior finishing had not been completed. The installers did not return the next day or the next. We had received no communication from anyone at Pella regarding when the doors would be completed. When we called to inquire, we were told they would be back, but were not given a date. They finally returned 9 days after they originally left to finish installation. Lesson: if you have dates picked out for installation, they will totally disregard them and finish when they’re ready. Upon completion, we called our rep and told him the doors were beautiful, but there were issues that needed to be fixed. The exterior caulking was not thorough on 2 of the doors and one door had a dent in it that we wanted fixed. We tried to schedule a time for them to complete this but couldn’t be given an exact date. We stated that we didn’t want to make our final payment until this was completed to our satisfaction and were told that would be OK. We also informed them that we wanted to move forward with ordering the next set of doors. Two weeks later, our credit card was charged the final balance without our knowledge and without our consent. This was the only credit card we had and they maxed it out! We only found this out when we tried to use it and couldn’t. Their excuse for committing this credit card fraud was that they thought we were happy with the doors since we wanted to move forward with the next set of doors. We reminded them again that we still felt there was further work that needed to be done to complete them to our satisfaction. Lesson: if paying by credit card, guard it closely or put an alert on it to prevent Pella from placing charges on it without your permission. Phase 2 (installation of 4 doors, March 2016): The installation of these doors was completed in the time frame that was promised. However, upon completion, we again found issues that needed to be fixed. The threshold of one door buckled when stepped on, the interior trim had not been stained on 2 doors, molding at the bottom of 2 doors had not been completed, the exterior of 3 doors had not been thoroughly caulked. We informed our rep of all of this immediately and also reminded him (again) that the first set of doors still had not had those issues fixed either. (We were now 3 months past the 1st installation and they had made no effort to correct those problems) We advised them that we would not make final payment until everything on both sets of doors were complete. So we were given a date that someone would come out to fix all of the issues at once. Two weeks later, we take a day off from work to be there to accommodate them. A project manager shows up and looks at all of the issues, but does nothing to fix them because he has no tools or supplies with him! We were given no explanation of why this happened and no apology for wasting our time. After much back and forth in which they were unwilling to schedule a time that would not cause us to miss work, they finally came out and fixed all issues 2 months later. (We are now 6 months into this and just finally getting the doors completed. We had hoped withholding payment would speed up the process, but it did not) Lesson: Pella does not care how it inconveniences its customers. Phase 3 (installation of 14 windows, July 2018): After all the trouble we had with the doors, we really didn’t want to deal with Pella for our windows and put off the installation much longer than we had planned. But the only way to have our windows and doors match was to move forward with Pella. This time we moved forward with lowered expectations and they still disappointed. We were scheduled for the installation to take 5 days and it took 7 days. Not a problem as long as they were completed. But again, when they left, there were several items not completed to our satisfaction. Due to the fact that they left behind some of their supplies, we assumed they would be back to complete these items soon. But after 10 days we had heard from no one, so reached out to our rep. She replied that she would look into it right away. Another 10 days later, we still had not heard from anyone at Pella. We reach out again and received several excuses for why we never received a response, but finally got a date scheduled for another 10 days later for a project manager to come out and look at the issues. He then scheduled a date for another 2 weeks later to finish the work, but was only able to finish after coming back multiple days, the last of which was over 3 months after the original installation dates. Even then, we never heard from anyone at Pella asking if the windows were finally completed to our satisfaction (which they still weren’t). In addition, we were promised compensation for the landscaping that was damaged during installation, but never received anything. Lesson: Pella has absolutely no follow up with customers and could care less if their customers are happy. If you have read all the way down to this point, you can see why we think of Pella’s customer service as terrible. $65,000 is a lot of money to us and we expected to receive a little courtesy and respect from them for choosing to spend that money with them. Obviously that didn’t happen. Which makes us think the warranties that we were originally so impressed with will be a nightmare instead of a benefit. If we were treated so poorly while paying them money, we can only imagine how difficult it will be to get service from them when we have an issue that requires warranty work for free. And we regret that we will face this obstacle as long as we own our home.

Salesman new his product well and was very professional. Never said a bad word about the competition. It seems that virtually everybody sells vinyl windows now. We wanted wood windows and doors. Our salesman worked with us until we got the price in a range comparable to the vinyl windows. Installation caused minimal disturbance to our household. Workers were quiet and polite. They cleaned up everyday before going home. Overall the experience was excellent.

Excellent. The work was fast and neat and there were no snags. We found a small scratch on one of the windows and there will be a replacement soon with no hassle. It was pricey but some companies change even more

They were professionals and did a great job. Very satisfied with the final outcome.

installation crew first rate, essential to quality installation. Work performed over 5 years ago

This is by far the worst experience I have ever had with the crew and management! The installer came to my house on August 26, 2016 to install 9 Windows. The measurement on one window was done incorrectly; therefore, the window is too small. The window in question doesn't touch the frame of the window. You can clearly see day light thru the window. There solution to the problem is to insulate and caulk the area instead of ordering me the correct size window. The window in questions should be replaced, since this is clearly a mistake of the company and not one of the customer. This is day 10 the caulking is deteriorating and leaks will occur. The crew left the job with holes and non caulked areas on the exterior and well as the interior. I have left several messages with the general manager who has returned my call only once. It is day ten and there has been no resolution to my window problem. The new windows are now beginning to fog up. I am greatly disappointed in this installation company, for the services provided to me are not with the esteem reputation of the pella name. I would not recommend this window company for many excuses have be made and they don't stand behind there work.

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Beau Abston was on time and did an excellent job installing and removing windows. He was the best installer I have ever dealt with. Very professional and the quality of work was above and beyond what I could have expected.

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We were interested in having our old steel front door and storm door removed and replaced with a wood-look fiberglass option. Our quote with Jason went smoothly and he clearly and thoroughly explained all my options, he even took the time to show me multiple options so I would know where I could save some money. I also appreciated how low pressure the appointment was, I did not feel pushed to make a decision right then and there. Our door was not inexpensive, but I really wanted the warranty. So many other doors you have to hire a contractor to install and I read too many stories of warranties being declined because the company said it was not properly installed... enter Pella. The contractor who did our install was great as well. Overall a wonderful experience!

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They did a wonderful job.  Our project manager Nicole Reinhart came out and went over all the options with us, answered our questions, and had brochures for us to read.  She was friendly, very professional and obviously knew the product line.  She even took some paint samples from us so the windows would match the existing trim both inside and out.
On installation day, we had no problems with dust or mess.  The techs did a great job and didn't break or disturb anything inside or outside the house.  The entirety of the project was done in two days.  Really impressive.  We had no problems with missed appointments or miscommunication.  (It was about three weeks between our initial consult and installation, and that was with some vacation time we took.  So no long delay should be expected.)
The new windows are absolutely beautiful - with some other work we had done, it looks like a new house!  We opted for wood inside with metal outside for easier care.  We're already noticing a drastic decrease in summer temperatures in the rooms where we had the windows redone and even got a rebate from TVA for the energy efficiency. 
What can we say - it's fabulous to have beautiful windows you can easily clean and see out of without problems, as opposed to the 60 year old windows we replaced.  We thought the cost was very reasonable for the work performed.  Also, we went with Pella since they have a factory in west Kentucky where our family is from - it feels great to shop locally.

super--from initial sales visit at store to installation, everything was high quality and professional.  The salesperson was courteous and knowledgeable--he made an appointment to visit our home and measure; he showed up on time, completed his work in a timely manner, and gave us a "window" for installation.  The doors were actually ready sooner than anticipated.  The installation crew was amazing--they were punctual, incredibly courteous, and diligent workers.  We knew things would go well when the first thing they did was put down dropcloths inside.  They removed the old doors, took them away, and installed the new ones.  They also cut, installed, caulked and sealed, and painted new trim to replace what they had removed.  In all of their work they were as unintrusive as possible.  They cleaned up after themselves so effectively that other than there being new doors in place, there was no evidence that any workmen had been in our home!  Best ever.

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Fabulous experience!  David Simmons is an A+ sales rep -- highly knowledgeable, honest, not pushy, pleasant, punctual, true to his word etc.  Our window was ordered in less than 24 hour after his visits, and the installation was scheduled for only 15 days later!
The installer, Brian, was top-notch.  Right on time, skilled, didn't work in overdrive just to get it done quickly, patient with our questions, polite and extremely personable.  Meticulous work and super clean-up.
Pella windows are FABULOUS, period.  High quality materials & workmanship.  Huge selection of styles, materials, etc.  1) The panes look like REAL panes -  instead of strips of metal/vinyl stuck between the 2 sheets of glass to look like pains, Pella's are on the outside of both pieces of glasses, indoors & outdoors.  2)  Even more importantly, they have color choices for the outside trim, so you're not stuck with white that either forces you to have white trim on the entire house to blend in or have the cheap white windows stand out from the trim color. 3) Because their windows are custom-made & custom-ordered, we were able to opt for the upper half to be have panes (to match the rest of the house) and the bottom portion to be plain so the view out to the backyard is unobstructed.
Yes, Pella windows are pricey, but you get what you pay for, and a classy-looking, very insulating window is priceless.
Highly recommend!!!

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We scheduled an estimate for a Saturday.  The salesperson showed up on time, measured all of the windows, we discussed the various products.  They offer a great financing option so we only had to pay 50% up front and were able to finance with 0% interest for 12 months.  We signed the contract and the salesperson let me know when the installer would arrive (about 6 weeks out).  Their office followed up about a week prior to the install date to confirm the schedule and the following week the installer arrived on the exact date and time we had originally scheduled!  The windows look great and we immediately noticed a noise difference.  Can't wait to see the difference on our electric bill this summer!