We recently upgraded our windows. After much research, we decided to go with Pella, despite the fact that they were nearly double the cost of the cheapest quote. Almost all of the reviews were positive.
The sales process was fine but rather long but once we had signed the deal and paid our money the games began. We had a deadline to meet as we were having visitors from overseas and we didn’t want construction going on while our guests were with us.
Without going into a long winded summary of the day to day issues we had with trying to get a response from Pella, I will tell you that we had our installation date changed 4 times and delayed nearly a month. We called everyone we could at Pella but got nothing and no one seemed to know what was going on. No one could help.
As a result we decided to call the CEO, only to be told he doesn’t talk to customers. To me the only reason a business exists is to satisfy customers. If that's not happening then the CEO had better be involved. This to me is the height of arrogance and is where the lack of customer focus begins. This company is on the slippery slope.
We then wrote a very courteous letter to both the CEO and the Chairman. To date we have not had the courtesy of a response. This was more than a month ago, so there is no excuse.
The installation was fine and in fact the installer was exceptional but he is an independent and doesn’t work for Pella. The windows look great and come with a great warranty but I can tell you that we would never recommend Pella to anyone. They are too big, too arrogant and too impersonal and their service is no better than Rogers.
The interesting thing is that we have told a lot of people about Pella’s terrible service but almost no one about the windows. My wife tells anyone who will listen. I have read that angry customers tell 10 times as many people about their experience as do happy customers. I guess this item is proof of that.
Think very carefully before you go with this company. I believe that management has lost sight of the customer and that can never be a good thing.