Thomas K Acb

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| map-marker Spokane, Washington

Service pricing exorbitant

Updated by user Sep 26, 2023

As shared in original accounting, after balking at original obscene price to replace several wheels on bottom of the Pella slider (a 20 min. job), and only having $60 shaved off a $400.00 bill, I wrote to the Pella Corp.

Headquarters in Seattle. After they notified me...

Original review Sep 20, 2023
We had a very nice and experienced service Tech come out to replace a couple of sets of wheels in the bottom of our wood slider. He told us he didnt have price for parts and that office would contact us for payment. We found this odd due to his years with company, but of course said ok. We got a message left on our phone the next day from office saying we owed them $400.00. I was sure I heard wrong on the message. You see, the tech took 20 minutes to do the actual job and I mean how many wheels could it take 2? 4? When I called the lady said $400.00. I asked if the wheels were pure gold or platinum. I also told her that for a few wheels and 20 min. of labor that I felt they were gouging us and that we were seniors, besides. She nonchalantly said oh we just charge by the job. After more protests she managed to allow us a $60 dollar discount on parts and labor. If you do the math for the labor if it were by the hour the $180 charged would work out too well over $300.00 pr. hr. The parts were $220.00. She took $60 off the parts finally. I begrudgingly paid. Now Im thinking I should not have yet. The more I think on it, the more angry I get. Im thinking of all the people doing business with them being taken advantage of. I put a complaint in with BBB but am seriously considering the Washington Autornney General as well (this was the Spokane Washington store). I should have found a private contractor in retrospect, but last time we had them do the same repair, it only cost ever so slightly over $100.00, so I expected only slightly more this time around. My mistake. Beware of their pricing.
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Loss:
$360

Preferred solution: Price reduction

User's recommendation: Beware of the Spokane, WA service and parts fees.

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Joe S Ldo

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Verified Buyer
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Bad build quality

Pella - Bad build quality
Pella - Bad build quality
Pella - Bad build quality
Pella - Bad build quality
Pella - Bad build quality
Original review Apr 10, 2023
I bought 9 replacement windows (4 being mullioned double windows). I made it the 5th window before I finally saw one with the screw holes drilled properly. The first 4 were all drilled straight through both layers of vinyl. The fifth one, only the two in the bottom half of the window were drilled correctly through the top layer with the bottom layer in tact to hold the screw in place. I still have yet to come across one where the horizontal muntins (I believe is the correct term) weren't cut about 1/8th inch too long. We paid extra for the auto closing locks as well. They don't work for crap on double hung windows, so save your money. Pella also installed them like they whoever was doing it was blind, drunk, or both. So far half of them hit the notched out vinyl on one side or the other. Then the locking mechanisms... one came with the plastic cover broken as soon as we unwrapped it that I still have to submit a warranty claim for. But almost none of them are even centered enough to work properly. I know, you're thinking "Just shift them over, the screw holes are slotted for exactly this reason." Yeah... If they had put literally any effort into centering the screws in the slots so they could be shifted. Every single one of them have the screws on opposite sides preventing any adjustment. Luckily, I'll probably be selling the house in the next few months so I won't have to deal with these windows too long. But this is the first, and most likely last, time I'll ever buy a Pella window. I've never spent so much on trash in my life. We even opted for the 250 "Mid-grade" series to try and avoid these problems on the lower grade series. At this point, I assume if we would've gotten the lower grade windows... We probably wouldn't been shipped all the pieces 'with assembly required', which honestly probably would have given me a better product than what I received. 0/10 - garbage. I didn't take pictures of the mounting holes. But here are a couple of the locks and the muntins.
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Cons:
  • 30 day lead time
  • Poor build quality

User's recommendation: Stay Away, buy another brand.

Anonymous
map-marker Perkasie, Pennsylvania

Very helpful and kind customer service rep

Pella - Very helpful and kind customer service rep
Ordered window and didn't have an extension jamb with it. The window was measured and ordered by Guncon. Very frustrating as all the other replacement windows and patio doors came with proper jamb dimensions. Client very frustrated by how long everything is taking. To complete the project in timely fashion, we are going to install a flexible jamb and hope for the best.
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User's recommendation: Mi received good service

Richard B Tqx

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An aggrieved consumer who did not want to get ripped off