We ordered windows through the Pelle store out of grand Rapids in Traverse City Michigan and it has been the worst experience in her entire life dealing with a contractor . There is zero customer support, nobody returns calls, one window and two doors has now been strung out for three visits. The installers cannot even measure the windows right, they were over a foot off on one window. We have no screens which were supposed to be included with the windows, large gaping holes around our windows, and they have been paid in full and not returning my calls. I have called the corporate office just to be forwarded to the same crummy branch that does nothing. So apparently the higher ups at Pella do not care that this is going on. read more

Hi Sammi, we received a call from Pella Customer Service to explain that Pella Corporate declined their request for a replacement door which doesn't rattle. They also declined the CSM manager's request for full (or even half) credit, citing that the door rattle was "not a product defect". Very disappointing that Pella has lost its regard on quality. read more

Our experience with Pella started out good. Our sales person John came to our house and was very responsive through the entire ordering process. Waited nearly 4 months for our windows, it was finally time to get our windows installed. The scheduler, Melissa calls me and sets an installation date. My wife and I split the days so that one of us wouldn't have to burn a huge amount of vacation time. Our install is supposed to start on a Thursday and run through Friday of the next week. I get a call on Wednesday from Melissa saying that a couple days of rain has put them behind and they need to push until Monday. I advised her that I don't have an infinite amount of days to do this install. Melissa promises to send a double crew so that it's just a 5 day install. Monday comes and two people show up at 9am and leave at 1pm. Double crew huh? I call but can't get a hold of anyone. Monday was supposed to be an 80% chance of rain and the crew showed up. Tuesday comes with a 10% chance of rain and nobody shows up. I call Melissa and no answer again and no return call. The next day a crew of 4 shows up and I still haven't heard from Melissa. We are on day three and only 50% through demo. Melissa calls me back at the end of the day using *69 so it looked like a spam call and my phone blocked the call. She left a voicemail saying that she was off anyway and I couldn't call her back. Real professional. Fast forward to window install. The crew that Pella sent was extremely unprofessional and rude to my wife. I got off early one day to confront the douche bag that disrespected my wife but they left early. I called Melissa and to nobody's surprise, I got voicemail. I told her I was stopping the work until the crew was replaced. I was astonished to get a completely different crew the next day but don't be fooled and watch what you say. The new crew leader was the cousin of the douche bag that disrespected my wife. Nonetheless, they were a much better crew. Now we are close to finishing but the old crew ordered the wrong size moulding for around the sliding glass doors. Fast forward three weeks. Yep, three weeks. Now our 7 day install is over 5 weeks. I tell the crew they get one day to finish everything and for once they actually did. I still haven't spoke to Melissa or anyone else. Just yesterday I finally got an invoice for final payment and the date on it is 3/13 and it's postmarked 4/17, I received it on 4/30. There is a line in the invoice that says if they don't receive payment within 30 days of the invoice a 1.5% fee will be charged per month on the remaining balance. I received this invoice 6 weeks after it was drafted so they may already be charging me the 1.5%. I'm awaiting a response to a very detailed an d annotated voicemail I left for the financing dept. one thing I forgot to mention earlier was that Pella will place a pre- lien on your home until payment is made but they don't tell you that upfront. To be 100% fair, the product is second to none but the Walmart greeters offer better customer service. The $34,000 price tag was not worth all the BS. Do not waste your time, those second or third best window companies offer way better customer service. Don't use Pella unless you like BS and frustration. read more

I have a Pella slider. Everytime it rains or snows it leaks and has damaged the floor. I called Pella service who looked at the door. Some of the cost is under warranty. I informed Pella that the work would be done in March. I sent in the required deposit before the Pandemic required stay at home recommendations. I received no acknowledgement of the deposit and had not heard from anyone. I called in May only to be told that it was sitting on the service managers desk. I was then told by this person that she would be hanldling it. A short time later I received a phone call that two techs would be at my house within ten days. I inquired a couple of times as to what precautions the techs would be taking. I wae reassured that they would have gloves. masks and booties. The techs arrived a little after 7:00 am and spent almost a half hour drinking coffee in my driveway. I finally said to them that I was told they would be at my house at 7;00 am. Finally yhey began to remove the supplies and materials from te truck. I inquired if they had protective coverings. One said he had a medical disability and could not wear a mask. The other said he is joking. Again I said please put on your masks. They went to the slider off the deck in the rear of the house and requested the slider be opened. Again I had to insist that masks be used. Then one entered my house without a mask twice and I had to insist that he put the mask on. Fortunately the other one remained outside. To make a long story short the replacement glass was not measured or cut correctly and the job is not done,I called the PELLA OPERATIONS MANAGER several times in Woburn MA and left messages for him. He has not responded. There has been a great deal of mismanagement and a lack of respect .\ Coporate office is being notified. read more

Long wait. Installed bent sliding glass door. Had to be replaced. Replaced windows without paint between panes on sash. We're told we'd have to paint them ourselves! Forget about these guys. read more

The Warranty is deceptive. I have large suction prints on the inside of my very large sliding doors. I asked Pella to help with them. They told me to take the windows apart and clean them. Seriously. I am 70.f read more

Pella service is horrible I admit my product is 15 years old but it was expensive and I did expect that I would be able to receive service on it. I have a slider with enclosed blinds to my patio The string on the blind wore out I was informed that they no longer service this blind so the blind would have to stay down. Now I have a retractable screen on the door which someone walked into and it will not retract when I called for service it will be $155. for a tech to just come out look at it and tell me what it needs but they do not repair so I probably will have to buy a new screen for at least $1500. This an expensive product with no repair read more

I had a Pella Patio door installed last July. My contractor did an excellent job. The door had the blinds in the door. The blinds did work. It took a Pella till Oct. to look at the blinds. They could not be fixed. I decided since door had to replaced to go with a door without blinds. The replacement door was installed in Jan. by a Pella installer. That door was defective. The install incorrectly done. There is so much wind coming in the door you would think the door was open. They replaced the defective door in April. The door is still not installed correctly. It has been 10 months. I am getting nowhere with Pella. I am writing a letter to the CEO. I am suppose to refunded the difference because the door with the blinds was more expensive. I used to believe in Pella. Now I would tell anyone to buy Anderson. read more

We bought all Pella windows and exterior doors for our new build in 2002. Today, we have an exterior sliding door that is rotted so badly it doesn't even try to stay on it's track and the cladding has fallen off of the outside, exposing the splintered, rotten wood inside. We have 4 casement windows in a southeast corner, and one is so rotten that it can't be opened again without having a new window to install immediately. It will disintegrate! Emailed Pella but got a response from "Gunton" corp. Gunton "is an independently owned and operated business under a distribution agreement with Pella." They are sending a team to get estimates(!). How thoughtful of Gunton, to charge me $150/hr. labor, and also charge me for new doors and windows." It's almost like "Gunton" is profiting from Pella's shoddy quality. (Wink.) read more

This review is for the windows themselves. I installed 14 new Pella 450 double-hung windows in 2008. I did the installation myself since I was re-siding the entire home. The majority of the reviews you will read that are negative are a result of improper preparation of the window opening or improper install. The company gives you the instructions on how to install them correctly. Almost 12 years later they are performing beautifully. We love our windows. read more

We purchased our windows 8 years ago. We picked Pella because my sister had Pella installed in her home about 15 years prior and they were gorgeous, worked beautifully and have held up well. Her's were totally wood with metal cladding on the outside. Gorgeous! We then purchased the high end, designer series with the blinds incorporated into the doors. When they were installed we were so excited. They "were" gorgeous! Then the fun began... We have had to have them out to replace rollers on a slider that was always coming off the track. Blinds that the string broke on, weather stripping in the kitchen windows that are casement windows. When we open the windows the weather stripping pulls out. They would push the stripping back in but it kept coming out. Finally, 2 services back, we got a service man who told us the casement windows were engineered incorrectly and he would get that handled. Well, we never heard from that serviceman again.... The next one out said put vaseline on the stripping and that will keep it from pulling out... Right.... Now I have sticky windows that the stripping still pulls out of. I currently have blinds that are broken, cladding that is degrading, doors that the roller has broken, again! Doors that can barely slide. Etc Etc. My husband has read many reviews on line RE Pella products. One item that really stuck out was the failure of the cladding. I will say that unbeknownst to my husband and I, we had a cat that was spritzing the bottom of the door(s). This caused 2 of the doors panels at the bottom to swell. Obviously these doors are not solid wood as my sister's are and as we thought they were. But more importantly, the serviceman that came out in October has said that because the cat peed on the inside of the door it went through the door to the outside and caused the cladding on the outside to degrade. I have since spoken to the salesman, who worked for Pella for years but has been laid off for cost reduction, who has said there is no way this could happen! He was shocked. Clearly, the quality that used to be standard with Pella is no longer the case! They've gone with cheaper materials, etc. As stated above, the serviceman who came out said he would order all the items that were under warranty and would send us an estimate for everything else. When we got the estimate they wanted us to replace 2 complete sliders at a cost of 7500.00. We have paid already 20,000.00+ on the doors and still have several original windows in our home that need to be replaced... Will I go with Pella? Doubtful! I want my doors to match but the quality of 20+ years ago is gone. My inexpensive aluminum windows that my home came with lasted 32 years. Much better then expensive Pella windows.. I wrote to Pella because I had spoken with the serviceman after his estimate came. I asked him to please order all the items under warranty and we would talk about the replacement of the doors (which wasn't in our original call for service). He said he would do this and try to get us a better price on the replacement of the doors. We have never heard from him since. I have written to corporate Pella to report all the problems and lack of contact with the serviceman since his visit. All I received back was that the doors aren't warranteed for cat pee. Duh! If I thought (or anyone else thought) this was the total issue, that has caused blinds to fail, corner metal pieces on windows to fall off, weather stripping to pull out, screens to fall apart and on and on, I would be happy to replace the doors. But they ignored everything else that was discussed. Never mind that there are many reports of poor cladding etc. But what better way to cover their behinds then to blame all the issues on the cat... Takes the responsibility off of them! Never mind that we still haven't heard from anyone RE the items under warranty. Obviously, customer service isn't a top priority with Pella. They pay lip service to this. Now they want us to pay 150-175.00/hour for them to do . The serviceman that came out said that this is standard for any company. Really? And I work in customer service. read more

The people here are very friendly and very helpful!! I called as I was looking for a special cord and she connected me to the right person and saved me hassle from looking up more information and doing research! It's like a one stop shop! read more

I spent a lot of money for an "energy efficient" bay window through Pella in July only to find out the hard way in November that it was leaking cold air because it was not hung well and was sagging in the middle causing gaps in the corners of the side windows. I called to report it and had a few people come out to "inspect" it but did nothing to repair it. I kept calling and complaining until they finally came out in MAY to rehang my window and add support with corbels. One of the worker ended up drilling a hole through the base of my window while reinforcing it. I will not recommend this company. The customer service is awful. I have warranties on my windows and feel I'm going to have to deal with this every time I have a problem/issue with my windows read more

Where to begin. I'll try to keep this ordeal as succinct as possible. I was having 2 triple pane sliding doors installed in my house to match the Pella windows we had. The sale was the smoothest part of the entire process. They came out and measured my door space twice, then ordered the parts. It was all downhill from there. The parts came in on time, but not as ordered. The doors were an inch too short, part of the doors were damaged during shipping, and the wrong size trim pieces were delivered. We decided to install the doors anyway, and augment the drywall with an extra inch to cover the gap. I attempted to call my rep, only to find they were no longer with the company. So I called the regional manager, and was told they were done for the day, but would call me back in the morning to set up delivery of the correct trim pieces. No call the next day. I figured it was a Friday and I would give them another couple business days. Still nothing. I called the following Wednesday and left a message. Finally received a call back 2 days later (claiming they couldn't get in touch with the installer) to schedule delivery and installation of the correct trim pieces. The important part of this, is that they only use one installer for the region and he talks to them to report jobs every day, but yet they still attempted to claim they couldn't contact him. We set a date for them to finish the job. The day comes, and wouldn't you know, they didn't give the installer the right trim parts. He drives back to the depot, only to have the depot tell him those parts are special order and they don't have them. I didn't get anything fancy, just the basic trim pieces. He wound up having to go to home depot and buy stock there, then manually stain it himself. The staining part is important here. I paid an extra 800$/door for their special "7-stage" staining and polyurethane process. Now I'm getting trim that's been just hand stained once without polyurethane and you can tell it doesn't match the rest of the doors. At this point I call the regional manager again and leave a message, indicating I'm very disappointed that I'm paying for a service i'm not fully receiving. He calls me back a couple days later and I explain that I've lost faith in their ability to fulfill my order and would like my money back for the staining process that I paid for. He apologizes and says he'll call me back the next day after he pulls up the paperwork. It's been over a week, and still no word from him. My next steps are to speak to his manager, write a letter to the CEO, and then start legal action. My advice to potential Pella customers, take a look at my experience. This is how they treat people who spend 15,000$ on a set of doors. Ask yourself if that's the type of experience you'd want. read more

I bought pella casement windows and they are junk. The hardware is flimsy, and the windows flap in the wind. Worse yet, pella's customer service is terrible. read more

It's simple, Do Not buy Pella Windows. This is why, my house was built in about 1970 with 16 Pella Windows and several Pella Doors. The problem is when things get older they don't work as well or they break. I have even had the windows repaired over the years by Pella. This not the problem. Now the problem, the windows need repair again. the sash cords and the mechanism responsible for opening and holding the windows up, break. Pella does not stock, make or even have part numbers, records or drawings of these proprietary parts which are needed to fix these windows. I have tried to contact different people and departments at Pella several times. Every time I get the same answer, in writing or by phone call. A stone wall response, "I am sorry, but I am unable to get the information you requested. Pella Corporation did not manufacture these balance boxes and our vendor for this part is no longer in business. As a privately-held company, we do not provide vendor information". Or, Since Pella Corporation did not manufacture this part, I do not have access to vendor information such as part details, diagrams or drawings. We suggest browsing the Internet for any aftermarket products that may be available. So if you need windows, buy some thing other than Pella. read more

I purchased a Pella door from Lowes but Pella's floor model had the door color marked wrong. 6 months now and I am still trying to get the door installed correctly. Terrible!! Both on Pella and Lowes part. read more

My experience with Pella Windows and Doors was appalling! Even though their product is decent, their customer service is just plain terrible. I purchased two windows from them and my project was not completed for 76 days when I was told it would be completed in 21 days. To start with, when they finally came out the FIRST time, they installed a broken window. That alone is ridiculous. Also, even though I was assured that my new windows would accommodate my window blinds, they did not and I had to spend an additional $150 to retrofit my blinds. The cost of their windows is also ridiculous. My sister installed Milgard windows for half the price and did not go thru the ordeal I did. I do not recommend Pella Windows and Doors at all! read more