Pella of Austin

I was given a quote in April & told that this would be a two day installation. I approved it & financed it, & it was supposed to be installed July 8-9. An estimator came for "precise" measurements, which were all wrong. He was creepy, & I didn't trust him. He was fired not long after. Windows were ordered. Only 7 were correct, 2 were missing. 1 was broken during install. 1 doesn't stay open. Mike came to re-measure. Pella said windows were reordered. They were not. I called several times, & after a few weeks, Mike finally told me they never ordered them because they were confused & needed to come measure AGAIN. I called the owner. This was on 7/28. He did not acknowledge or return my call. I called my sales rep. She said she would have the owner call me. He did not. I called again after a week, & got in touch with Mike & he told me that there was a problem with one of the windows & to make it fit, he'd have to shave off the brick around my window. I said they could not damage the brick on my home for a "custom" window & called the owner & my rep. The owner never called me back.Cara said windows were ordered. I also requested service on the window that won't stay open. I was told I would be contacted - I never was. Mike was confused about the 2 front windows & I resolved the problem myself. No one told me that all the other windows were lost or missing. I wasn't called about my 2nd install, & had to call to get a date. Install date was set for Aug 28th. Aug 29th - emailed a breakdown to the owner. No response until Sept 23rd. Only 3 of the remaining 7 were installed because the other ones were "lost". One was broken during installation. There were windows that were NOT mine on the truck, so clearly no one actually inspected the windows being sent to my home. 8/29, I was told I'd get a call when the product was ordered, after being told there was STILL confusion about the size of 1 of the 3 remaining windows. I was told I’d get a call that day when the product was ordered. I did not. I left a msg. The bedroom window was broken during install in Sept. The reason it was broken during install was that it was the wrong size. Only 6 weeks later in Oct when they came just to repair the broken glass did they tell me that The crew that came in Sept to fix the windows that won’t stay open did not bring the correct balancers with them 10/19/19 - crew came to install window. Despite knowing the window didn’t fit,they installed it anyway & it broke. In Oct, Ursula assured me I’d be getting a “significant” refund, & that my warranty would be extended to start on date the installation was finished. She agreed with me that I should not have to pay nearly full price on this job, & that profit built into the original price was not earned. 10/30, the owner said he wanted to come talk to us. He did not show up, or call to tell me he wasn’t coming. When I called to ask if he was coming, he was extremely rude, yelled at me & did not set another appt to even attempt to apologize. The last window was reordered in Oct. & the installation date was set for 12/21, at which time they said they would also send the service tech to fix the balancers & that they would repair the shoddy grout & caulk job done in prior installs (I have numerous photos I can add). I also sent photos of damaged trim, & trim that was installed completely improperly, creating water incursions & worse. I was assured that everything would be perfect, & that as soon as this was done, they would get me my credit & my new warranty date in writing. 12/21 - another full day of installation & repairs. When the crew arrived, they had 3 windows with them - two of them were defective. One was not, & that’s the one that was installed. Following Dec installation, I spoke w/ Ursula, who again reiterated they were going to "make it right" & that I should not have to pay full price & that she'd speak with the owner. I told her what I expected in terms of a credit. As of January 7th 2020, I have never been contacted again.