Pella Windows and Doors

Was only for an estimate.

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Jason Cozart was my sale rep and he did a wonderful job explaining the product and process. Ran multiple options so I could compare prices. I did have a 40% off coupon which made the decision much easier but was still impressed with everyone from the company. Received a courtesy call prior to the installers arriving (days not hours). Installers were friendly, fast, and relatively neat considering what they were tearing out. Had to re-order five due to wrong size but everyone worked to get the correct ones quickly and installed to my satisfaction. I was VERY leery about the installation based upon some of the stories I've read on Angie's list but my experience was good. Again, the installer did a nice job and the end product looks great. It's really nice to finally be able to open my windows and have them stay open.

THE WHOLE PROCESS WENT WELL WITH INSTALLATION. THE INSTALLATION CREW LED BY JEREMY DID AN OUTSTANDING JOB. THE ONLY ISSUE WE RAN INTO WAS ORDERING OF THE PATIO DOOR. WE SIGNED THE CONTRACT WITHOUT REALIZING THAT THE DIRECTION OF THE SLIDE WAS WRONG. WE WERE TOLD BY OUR PERSONAL SALES REP THAT WE WERE OUT OF LUCK DUE TO THE FACT THAT IT WAS ALREADY BEING MADE. THE STORE MANAGER FINALLY CAME THROUGH IN THE END AND CORRECTED THE PROBLEM. IT IS IMPERATIVE TO HAVE SALES REP TO GO OVER CONTRACT WITH YOU AT YOUR HOUSE, NOT OVER THE PHONE. MAKE SURE TO HAVE REP GO TO EACH WINDOW AND DOOR TO DISCUSS SWING, SLIDE AND COLOR.

They do not back up their products. I had the windows leaking on the inside and would not fix it. They would send someone to come out and take pictures of the problem. Once they finally contacted me again they told me it was no longer under warranty.

While Pella Direct (a franchise and not a company store) was very responsive in setting up my appointment for a free estimate, they were extremely high-priced...over $2,000 more than the other two companies! I also did not think that the salesman, Chris, knew his product very well; he had a hard time operating the model window for us. Additionally, I googled the salesman and found out that he had been a part of a bad sales scheme years ago in Georgia with a roofing company. He apparently was the "whistleblower" but had worked for them for quite some time before coming forward to a tv news program. It's hard to judge if someone believes in a product when they've previously sold something that was a scam - and admitted to it! I was also put off by the negative way that he related Pella to other companies, as in "Pella is wonderful because Company X is terrible." It didn't help that they had sub-contractors for whom they do not have workman's comp insurance.

The repairman showed up in a hurry for the appointment and told me he was unable to repair any of the windows at this time as he was running late, and he needed to order some parts. He told me he was going to need to come out for another service call at an additional cost of $135 (I had already spent that much on this visit). I argued that I should not be charged for both service calls because he had done nothing on this visit. He said he would work it out with someone in the office, and I did not think of the issue again. He came out a few weeks later and did the repairs, and it turned out he did not need any of the parts that he had ordered. I asked him if the office could send me a bill for the charges, and he told me that would be fine. I never did receive a bill, but they did just charge my credit card (I had given them my number to "hold" my original appointment time). After calling the office I found out they did charge me for the parts that I did not even need. They did agree to refund me the cost of the parts but refused to drop the extra $135 service call charge. They informed me the initial call was just a consultation. So if you want to have Pella fix your windows be ready to spend a minimum of $270 for two service calls. I will NEVER do business with Pella again.

The Pella representative came to the house and gave us all the information about price, construction and even some legal issues since we live in a National Historic District. Everything was very well presented so we settled on a date. The installers arrived at the correct time, did the job in a professional manner and explained all we needed to know to operate the features of the internal blinds and window cleaning.

The windows are not installed yet. We are working with Pella company which is a local store and they were very helpful. We have to keep in mind that Pella has expensive windows so we can't really compare them with other window companies because they sell quality windows. They make and install the windows themselves. We have a huge house and it has thirty windows. The Pella man was very polite, punctual and he knew what he was talking about. He likes to explain what it is we are getting and how windows are made. He answers all the questions for you and I asked him twice to repeat what he said, which he did.

Everything went very well from start to finish.

No complaints - quote matched final price, all windows were correct when delivered and no problems with installation. Quote was given in a professional manner after careful measurements were made. Windows were ordered, arrived on time, and were installed properly on schedule.

We had an old sliding glass door, which was extremely difficult to open and close, and the screen door repeatedly came off the track. Laurel Baggett came out to give us an estimate, and was great! We went through the options, and she gave me a quote on what I selected, but also gave me quotes on a couple of less expensive alternatives (without my asking for them). We selected one of the alternatives. She measured, but came back with someone else who also measured to be sure the order was correct. Laurel was prompt, knows her products, and was a pleasure to deal with. The installers were also extremely good, arriving in the time window,were easy to get along with, and cleaned up after themselves. We are thrilled with our new door, which is easy to operate and has vinyl trim, insulated tempered low E advanced argon gas glass (which keeps out much of the sun's heat and harmful rays). We have every confidence that Pella will stand behind their product, and will certainly plan to work with Laurel Baggett again.

The sales representative, Nicole, was spectacular. She made sure all of the details of our purchase were correct. I was amazed at how accurate she was in putting our order together. The windows look almost exactly like the ones we replaced, which is what we wanted. I thought I'd find something wrong after checking the order but everything was just as it needed to be. She never tried pressuring us into buying the windows either. She told us what we needed to know, gave us a quote and let us think about it. The installation was a bit of an issue, but in the end the job was done well. The Monday through Wednesday install ending up being Tuesday to Friday early afternoon. If my work wasn't so flexible this would have been a problem. Before signing off on the install, I pointed out gaps in 5 windows which the crew had to fix. The screens were hastily put on as well but this was a minor inconvenience. Pella doesn't usually do a post installation inspection but after voicing my concerns of the crew, Nicole happily arranged a post inspection. The post inspection found two minor issues which were corrected. One of the windows had a small chunk of wood broken off and another window had a scratch on the UV coating. These were replaced without a problem. The windows are exactly what we wanted and Nicole made the process very easy. Our minds were also put to ease knowing Nicole really cared about our satisfaction with the windows and the process.

Everything went as planned and on schedule, with one minor exception. One window had some broken glass and a bent screen on delivery. Fortunately, the broken glass did not affect installation, since only one pane was broken and the windows are double-pane. They told us that they would make a new window and screen, and that it would take about 6 weeks. Almost exactly six weeks later, they installed the new window and screen. They set specific expectations, and they met or exceeded those expectations. They were very careful in the home, and they kept everything clean.

The installation of the casement windows was done well, although the installers did not come on the initial day for installation. On that day, I attempted in vain to contact by email and phone the customer service representatives for my account. I did not get an answer. Eventually I called the operator for the company and complained. They connected me to the service manager who called me explaining he did not know where the installer was. Eventually, the service manager drove to the house to apologize, and the installation happened the next day. The repair of the windows was much worse. The estimator was good, courteous, and helpful. We paid for a full estimate and evaluation for every window and door in the house. I asked that the estimate be broken out by window/door. The estimate came back with the costs broken out, but no identification of the windows/doors in the house. I had to go back to the billing people to find out what costs associated with what windows. This happened in email -- generally it was very poor communication through email. The service people were demanding and terse. The parts took many weeks to arrive. Once they arrived, the service people came to the house and found that the WRONG parts had been ordered. They fixed a few things, and then reordered the parts (again a number of weeks). The returned to put in the newly ordered parts, and then decided they had NOT fixed everything, and would need to return once again to repair parts of the windows. Finally, on Dec. 6th, this process completed, having started on Oct. 9th. Through all of this, the communication was awful including emails, phone calls, etc. Follow up to an email often happened through a phone call, making it difficult to track what was happening. All in all, this was the worst experience I have ever had with a company. I had had very positive estimates of Pella products prior this experience, but now, I would not recommend that anyone in Middle Tennessee install Pella products. Although I still believe the products are good, I think the local affiliate is incapable of dealing with the product.

After speaking to Nyssa, we were told that John's phone was broken. He finally called to make an appt.; after several missed appts, he made it, began the repairs and we never saw him again for over a month. He left a door off the track all this time, unusable. John made repeated appts., then never showed up and never called to cancel, except once. We arranged for someone to be home every time he made an appt. which greatly inconvenienced us when he did not have the courtesy to call. He finally showed up without an appt.; someone just happened to be home. We were charged $125 for a svc. charge. We don't mind paying for a service call, but frankly after all the inconvenience and loss of time on our part, we feel Pella owes us money! After spending $18000.00 on these doors, we expected better customer service than this.

I recently visited this company's show room to ask about replacement windows. I was told the only way I could learn about their product was to schedule an at-home visit. I asked again if I could just get some basic information. ''No'', was again the answer. I submitted an email to the Pella Company describing my experience. In about a week I recieved a phone call from the local store. The woman on the phone identified herself as the saleperson who I had dealt with. She denied that she had refused to help me. When I assured her that this was not the case, she became agitated and, with an elevated voice, repeated that she had never denied information to me or anyone else about Pella replacement windows. I terminated the conversation and submitted another complaint email to Pella. I recieved a case number back from them by email. I offered to speak to a Pella representative or to the store manager. I have not heard from anyone to date. Amont of job is my estimate for the work I wanted

Pella did an excellent job with the installation. Everything looks wonderful, they were on time, and they did stick to the price they estimated before hand. The only problem I had, though, was the price. It was a bit too expensive, but overall, great.

The quality of the windows we bought at Pella Window & Door Co. was excellent. The installation was fine but they did overlook a couple of details. Everything worked out in the end, though. The workers were professional and treated us well. We are happy.

Pella Window & Door Company did great work. The windows are the highest quality. However, they did have to leave and get some additional parts to complete the job. I wasn't really happy with that, but everything else went smoothly.

They were extremely neat and very professional. They finished the job in a timely manner and cleaned up after themselves. I thought that they definitely did a wonderful job.