Pella Window & Door Stores

I've been replacing my windows in phases to minimize disruption to the household and spread out the cost. There are only four windows left to do next summer. I've been very happy with experience, from sales call (Devon), to installation (Ted), to the quality, appearance, and functionality of the windows. I especially love my new patio French doors, which have greatly improved the access and view to our backyard.

I would highly recommend Pella to anyone.They installed 6 windows & two 5foot sliding glass . After 30 years we have juste updated both sliding doors & had them install a new front doors because the quality has proven it's self & their workmanship is outstanding.

I would say the experience with Pella has been a disaster. We ordered porch windows, living room windows and two doors. When our porch windows arrived, they were the wrong size. We contacted the sales person and he’s offered no support. He pointed out that we approved the windows and that was that. We pointed out that the spec sheet we approved had two different sets of measurements. We approved one set but the set not seeing the other set. it was only when the windows arrived, fully twice the size of our small porch, that we realized there was another set of measurements they were using. We pointed this out to our salesperson but he was indifferent. The windows came as 3 windows. 2 of them can fill out our porch length. The third window is gigantic and it alone runs the length of our entire porch. We don’t need it. But Pella won’t take it back or give us a refund. They maintain this is the window we ordered. We have tried to talk to the supervisor but there has been no call back. I don’t know where their customer response unit is and our saleman is simply not returning calls.

The entire order cost us almost $14K. I am sickened that we spent this money and we have this large window sitting in our small house that we cannot use and have no storage for. As well, we chose to install the windows ourselves as my partner is a carpenter and has the capacity to do so. The porch windows were not only the wrong size, but they arrived with no nailing strips on the sides to do the install. My partner ultimately was able to install the two small windows into our porch, but it was a lot of unnecessary effort and work required to install without. We are now left with this large window that doesn't fit anywhere. We made the mistake of paying in full so we have no leverage to get any response to our request for a refund or have this window picked up and taken back.

April. 15,2018 update
I am raising my zero star review to 4 because the company rep called me and offered to refund me $1,500 for the third useless window. He acknowledged that the windows we got did not correspond to the measurements his technician recorded when they did their site visit to measure for our porch. I had to call the Pella home office in Iowa to get any kind of response. And I think this homestar site is monitored by the company. The rep offered to refund me for the cost of the unwanted third window and in return asked if I would amend my homestar review. I have complied. Still would never do business with this company again.

John Alexander did a great job with gathering requirements, looking for a best price and window. He was very professional and so was the installer. All paperwork, installation and follow up was done is a professional and excellent manner.

I would recommend Pella.

I took other quotes and consultations also, they definitely won!

Pella is a very well organized company with professional and knowledgable staff. We couldn't be happier with the level of service, recommendations, installation of product, and final outcome. monica.macdonald@mtgarc.ca L0R 1W0

Our house coming up on 25 years old, we replaced every window thru Pella, great experience coordinating thru Devon Walter and the Pella staff. They even sent out a painter to do any final touch ups that my wife had pointed out after the project was done. Pella is the higher end on the costing but we wanted a higher end job as we can see ourselves being in this home for a long time. Definitely satisfied and glad we went with Pella.

I just had my windows installed by Pella from Toronto. I was thinking of replacing my furnace but the windows have been the problem all along. Will Molnar the sales rep was fantastic from start to end and also with following up after installation. we did pay a premium but worth every penny. I will be recommending Will Molnar from Pella to my family and friends.

Thank you
George

The experience started well enough with a really nice sales guy. We signed up to have our front windows replaced and shortly after someone came to measure. Installation was supposed to happen 60 days later. Over one year later the job was completed. It wasn't complex. Two windows, but it took 3 attempts. It took many more phone calls to get action. The original sales guy never returned our call. The head office had no idea what the issue was.

We are disappointed with our new Pella sliding patio door.

We emphasized often that in addition to Pella quality, we were looking for ways to increase the amount of visible glass throughout our home.

It is unfortunate that in discussing the new door – while we were sitting beside the existing door in our dining room - that we were not told that the significantly bigger wood sides on the door would reduce the visible glass substantially.

The Pella brochure says to “Get a traditional look with wide wood panels, or go contemporary with narrow wood panels and more visible glass. The door that was installed does not have narrow wood panels. The side-by-side illustrations on the web site also show a contemporary door with much narrower panels all around. The door handle, for example, fits the panel side to side, without the ample space on the traditional door.

Our new door, therefore, is not what we expected, based on our meeting and Pella's print and on-line descriptions. We have a door that looks heavy and inappropriate for our small dining room. We have reduced visible glass. It is heavy, and not easy to open and close.

Had we known that our new door would look almost exactly as the traditional door shown on the web site, we would have chosen a French door, where a heavier look is more appropriate, and opening and closing would be easier.

Our disappointment with the patio door will stay with us, since it is a central feature of our main floor living and entertaining space.

There seem to be serious problems with Pella ordering process, production, quality control, coordination and operations in general.
The only process that ran smoothly was charge to my credit card.
Here is my story:
In July 2017 after long discussions and negotiations we ordered full set of windows and doors (52 openings total) for a new construction custom home. The order was based on blueprints which called for the same style throughout, exterior finished in stone. Some large windows were to be assembled by Pella on site on arrival. On Friday, September 22nd the windows/doors got delivered and off-loaded outside of the house. No assembly's been scheduled - one would guess that over 2 months would be sufficient to get the assembly date, but the only response we got to this that the assembly team is very busy and they will call us back. They never did.
The windows....Where do I start...
1. There are 11 designs of the window frames throughout the house. Sometimes the frame is different in the same window (not sure how this could be done). It looks like the windows were made at different facilities without coordination.
2. There are jambs in the middle of some windows, at different positions in the same model
3. All windows were supplied with fixed nail fin - this ended up in substantial installation cost increase as we had to hire different crew and a crane
4. Large windows have no reinforcement, something rattles inside them, it is not safe to be near them during windy weather.
5. You can see through cracks in window frames (picture attached)
6. Energy efficiency is not for Ontario ( all windows have BC stickers on them)
7. Basement and attic windows were made for regular locations, they can not be installed inside concrete and non-climatised areas.
8. Spacer between glass is of different design/different functionality
9. According to an independent expert report, these type of window are conceivably used for sheds and non permanent dwelling structure.
There are dozens of other issues, I can continue for another page or two.
HVAC specialist who is installing ductwork and furnace said that with these windows it will cost thousands to keep the house warm or cool.
The city inspector said that the windows would not pass the city inspection.
On October 2nd Pella rep arrived on site, inspected the windows and assured that everything will be taken care of - windows will be replaced with the lead time shortened to 2.5-3 weeks. Not very happy about it, but things happen and if the company is rectifying the mistakes, I can be understanding. Little did I know that Pella would simply abandon the entire situation.
To make the story short, the windows exchange never occurred. After 3 weeks and my numerous emails and calls I realized that something is wrong and somehow Pella is not interested in fulfilling their part of the contract by delivering quality products.
I contacted credit cards and filed a dispute for the full amount.
I emailed Pella CEO in the USA, billing, customer service off the website, got hold of the production manager who said they will clarify the situation and get back to me.
I explained that this is a new construction home and it's beginning of winter. Besides costs of delays and halted construction, if the building envelope is not closed off the entire structure is at risk.
Silence. I guess this was not just a chain of
One would think that it is a matter of good manners to respond to a customer. Not Pella.
To summarize - total loss from dealing with Pella is about $78000 and the clock is still ticking.
Perhaps I should have paid attention to little warnings during the ordering/delivery process, such as:
a) I had to verify order 5-6 times and every time found errors in sizes, left windows being more expensive than the right ones (still have this quote), etc
b) delivery team told that they have never seen windows like these delivered for custom home and suggested to cut of parts that were sticking out
c) assembly team should have been scheduled together with the delivery.
In any case, I will be taking necessary actions to resolve this situation and ordering new windows - at this point I would not take Pella replacement windows. The question is who will compensate my time, about 600 pages printed, faxed, emailed to bathe with Pella.
If I could turn back time, I would not even come close to Pella showroom, let alone order from them.
The attached pictures are self-explanatory.