Pella

I have called multiple times about an issue with their storm door locks. These are consistently defective and create problems with locking your doors properly.

They deliberately make it difficult for you to contact them as there’s no customer service info on the box or even on the installation sheet! Big red flag! When I finally got someone, it seemed like they were affable and helpful; however, as the conversation progressed, it was clear their intent was to confuse you and deflect their inferior quality products. I’ve done some research, and I see I’m not the only one who has had this experience with this company.

They obviously don’t stand by their products and make it difficult for you to reach them and get resolutions to your situation.

If you do get them to concede, it’s only to tell you, you’re SOL and basically have to re-purchase the product entirely! Certainly not what you’d get from a quality company such as Kitchenaid, who will actually listen to their customers and offer a replacement at no cost fast and diligently, not try to argue with the customer and bamboozle them into just re-buying a product they already paid good money for.

I have 25-year-old wood Pella casement windows in a home I had built in 2000. A majority of the windows have rotted, and half of them I can't even open anymore because if I crank them out, they won't crank back in.

I finally figured it was time for repairs and replacement. I contacted Pella and worked with a person named Lindsey. She insisted I provide her with the window serial numbers. I couldn't find the serial numbers based on the location of a label or etching on the window.

She became angry that I couldn't find the serial numbers and finally ended our conversation by stating that I don't have Pella windows and hung up on me.

This is what you will deal with if you buy Pella windows. I now will definitely pick a different brand for window replacement.

We made the mistake of having Pella single-hung windows installed in our new home, along with Pella sliding doors (our builder works with Pella only). the ONLY window in the entire home that hasn't had problems is a large 2-pane window, the rest have extreme condensation and ice forming inside our home (which Pella will tell you without any inspection at all is normal, despite this not happening to other homes in my neighborhood who installed non-Pella windows).

I've sent photos to other manufacturers, who tell me what I'm experiencing is not normal...yet Pella seems to have only corporate talking points to address consumer complaints, OR the option of paying them $175 to come out and look at their faulty product, and THEN deliver the corporate talking points. The first 2 years post-installation, we had Pella out and they simply told us that new houses had a lot of moisture, and these issues would remedy themselves. Well, 5 years later..it's even worse despite low humidity in our home. The customer service person said a virtual review was possible, then failed to follow up with how I could have that done.

Online customer service redirects me to the local distributor, which is where I started and got nowhere. Nobody resolves anything, or seems to care at all. I'd actually be fine with someone telling me I bought their worst product, and they apologize for the quality. But none do, they simply deflect and deny and ultimately transfer you to someone else who deflects and denies.

Because of this (not just the window quality, but moreso Pella's complete lack of accountability/caring), there is a 0% chance I'll buy any of their products again. If my next builder only works with Pella, then I'll find a new builder.

I'm sure there are many good people at Pella that are doing their very best and actually do work well with customers, but it's clear that the management of the company and customer service processes that are in place will only harm their reputation. What they have basically said to me is "we don't want to inspect your windows, we don't need to inspect your windows, there is no problem, here's a pamphlet for you to read on what condensation is".

Had a crack in a upper Sash of a double hung window. So I went on their online store, and ordered a replacement.

The next day, I checked to see if it would fit my older series window, and it would not. They said no problem, they would cancel, and get me the right one. They needed information like sizes, etched serial number on glass, etc. I also ordered a seal for one of my doors.

I said will that seal be sent or cancelled, they said order it again, because the whole ordered was cancelled. A few weeks later, 2 seals show up, then the Sash. I compared the Sash to the old one, and totally different. I called up, and that is when the problems began.

They said I ordered 2 seals and could not be returned, and the Sash was rapidly produced, so I could not return that. What? one day, and you said it was cancelled? Then the one they sent was not complete, it was missing provisions for the cam locks.

So I said, since I have to eat this Sash, I want it right, so I can sell it. So I tried to send back, so it could be completed, and they said it was right, and they would do nothing. I have never had such a problem with a large company before.

So much money spent on windows and doors, and zero support afterwards. I would definitely go to a another manufacturer.

Replaced 30 yr old windows because of seal failures occuring - windows were good otherwise.

New top of the line Pella triple pane windows (wanted the most efficient windows), and they suck. Very cold today and we have cold air blowing (drafting) thru the upper / lower window seams, a lot of it.

We were not told we would be getting windows with screens that fold up like an according at the bottom of the window - nice concept, but the screens do not fold in and definitely will not last at all...

no option to get real screens in. We already have issues getting the windows to close back because of the screens.

They have an eyebrow type thing between the two panes to keep bugs out (because there is not permanent screen) horrible quality control.

Some you can't see, some you can see hanging down...

Our summer cooling bill went up, not down with the new windows. Six months in, very dissappointed.

Our door was installed and looked great, but rain came in under the door. Checking the fit, they noticed that water also came in around the sealed door panels, so they ordered new doors.

Door was replaced and technician said that previous install was bad and needed to be reinstalled - referred to the Install department. Two weeks have passed and i have heard nothing. I called and had to leave a Voicemail - two days later and no call back. The door is obviously crooked and the handle is not set correctly.

Very upset at Pella!

Spent $8,500+ to replace a *** $1,000 door! So far, I'm worse off than before!

If you are thinking about getting windows, run away from PELLA. I wish, I had taken the time to review customers complaints, as I am going thru a very frustrating process with this business.

I had a salesperson Katy Turner, who responded to my questions the way they know they can hook you to their poor customer services. They had the best turnaround time promised 5-6 weeks and a 1 year no payment deal. I paid double the amount for these windows thinking the windows installation time was as promised. I signed the Contract with PELLA in June 2024, and as per the instructions they left me, I proceeded to hire another contractor to remove the storm shutters.

When I called PELLA to request an installation date, they told me that the windows were scheduled to be received in September 2024. NOT WHAT THE SALES PERSON SAID!! So here I am waiting for installation. I called the bank to cancel the loan offered by PELLA and they informed me they already pay PELLA 100% of the amount back in June the same day the contract was signed.

Both the Bank and PELLA are at fault, because the bank should not pay for installation if it was not completed. When I finally got a hold of PELLA (customer Service) to request an order cancellation, they said it was too late because the windows were already made and at their trailer ready for installation the next day. They also claimed they were just waiting for the Permit approval from the County. I called the County right after I finished talking to her and the County confirmed that they have not received any permit application associated with the window replacement at my house.

I sent a text to Annette to let her know that the information she gave me was false and that I needed to talk to someone above her to Cancel this nightmare. She Stated that there was no one else that can help me. I asked PELLA for the work order showing the date the work order was sent to the manufacturer and the date they received the order. I am still waiting for their response the usually take 2 to 3 weeks to reply, if they reply at all.
Big mistake on my part, for trusting a funny company and for not reading the website reviews!!

If you are reading this and have not purchased windows RUN AWAY!!! From this company.

Read the Pella windows and doors class action lawsuit.
In summary PELLA collected 100% of the money the date after the contract was signed, Pella does not care about the customer. GreenSky (Bank) should protect the customer and pay 50% of the loan after proof of delivery and the other half after receiving final approval of the installation from the building Department.

GOOD WITH THE PITCH, TERRIBLE AT THE FOLLOW THROUGH

The sales rep, Chris, was very polite and made everything seem like this was going to go smooth...

However, it took four months and five days from the first measurement to the final install day. We have been paying our monthly bills the entire time despite the ridiculous length of this project.

Extremely frustrating for such a small project but large price!

Windows: Two half moons and two smaller windows

Measurement days: It took two because the guy wasn't sure he got it right. According to the first installers, he didn't.

Install days: May 29th (the original day) July 2nd, July 5th, July 10th, August 9th

Project managers: We went through three because the first two got everything wrong.

JULIAN - was a nice human but promised call backs that never came, he told me we didn't need a permit(we did), he didn't set up the July 2nd install day correctly(got canceled) and didn't check to see if the correct size trim was with the install van.

AMY - his supervisor. Insinuated that we were part of the problem getting things fixed on time (we had a vacation 4 weeks after the original install date but we were the problem!) Made promises and apologies but when it was her turn, she didn't check to see if the correct sizes were on the truck either. She messed up the 5th AND the 10th.

and then couldn't seem to take the time to get us in the schedule any earlier than August because they never got the original invoice correct and had to reorder stuff.

SEAN - He spoke with my wife and also made assurances. She contacted him yesterday and got no answer from him. The guys did show up today and got it done, albeit 71 days late.

Installers:

5/29 - Did two small windows but kept shrugging their shoulders at me about the rest. Said "Call Pella" and left a mess in my bushes.

7/2 - Canceled due to managerial problems

7/5 - Put in the two half moons.

They struggled for 9 hours on two windows and didn't have the materials to do the inside part of the job.(not their fault) Also left a big mess in our driveway as well as nails and drywall pieces in our carpeting. (totally their fault)

7/10 - showed up but saw that the sizes were still wrong. His supervisor came out and saw that the order was totally wrong from the start. Nothing got done.

8/9 - David and Jose were amazing!

Had the right parts, did a great job and actually treated our house with respect by cleaning up after themselves. Where was this service on Day One?

Overall: If you need windows, go somewhere else right now. The management is a mess with all kinds of talk but no follow through. They don't read their own invoices or check the trucks if they have the correct items.

They had to express ship stuff to my house and it was still wrong! The installers are left in the lurch with an angry homeowner while they sit in their offices and apologize over the phone. Amy even said this happens in construction sometimes. If this were true, then everything that Pella does will be done poorly and not on time.

It was a really bad experience and I hope anyone reading this takes caution in dealing with them.

The only good day in all of this was today because it is finally over.

We will never use Pella again and I can only wish any of you good luck if you decide to go with them as your choice. You are going to need it!