We bought a home with new windows throughout, except the basement which had old single pane units which were drafty, cold, wet, buggy, and just plain ugly. With our current windows which were new, we thought about just calling them and saying please match existing, trouble is the rest of the home has handles which are awkward, some whistling, and not sure who installed them, so I called Pella and had one of their sales guys come and spend an hour, not once, but twice, with us to ensure what we were getting would be exactly what we needed and what would be best for the home. We chose fibreglass double pane and a color that matched the existing house windows. The install team showed up on the day promised and did their work as required. Two of the windows were installed slightly crooked and not level. I asked why, the installer said the frame was out and nothing could be done. I refused to accept that comment and asked him to put them right. He repaired them both without too much effort as they should have been the first time. He claimed he needed to get back to Scarborough before the traffic got heavy as it was Friday... (really?? rushing my job just to beat traffic??). I asked why the outside flashing did not go past our sills, he claimed it was not necessary, (I have been in construction all my life and know when things are required). I told him it would pool water and leak and I wanted them right, he made new flashings as required and sealed them in. He did point out that one frame had a nail that needed to be replaced from the assembly shop, he asked for full payment before they left, but I refused until the new window was in and the job was complete. One call to the office and it was agreed. They ordered a new window and had it done within a short period of time. We finished the bill and our first winter has passed with our new windows. I never imagined our basement could be so warm!! Pella had some flaws, but certainly more professional than most companies I've dealt with. Am I completely happy? Yes. Was I concerned about the small details that were done wrong? No. He put them right without too much fuss. Should I have been away during the install I think I would have been less happy as the things I pointed out would have required them to come back and waste another part day of their time. Would I recommend Pella to my friends, absolutely and already have. Our windows brightened up the basement and we can actually open and use them!! Love the job!