Pella
Reviews and Complaints

New (complete replacement) Casement and Awning Windows installed 11/27/2021.

Residence: William Nally, 878 Dukes Drive, Yardley PA, 19067

Customer Number: [protected], Customer Account Number: [protected].

At the 1 Year anniversary, approx. 40% (10 of 26) of the Casement Window Hardware is cracking, please see the uploaded photo.

These cranks are defective and will continue to fail. I do not want to spend the next several years replacing this hardware with the same defective Champagne window hardware. The outcome I desire is as follows: Option 1 – Replace all window cranks with other hardened/metallic cranks, with extended warranty.

Option 2 – If there is no option 1, then I need a Lifetime Warranty on the defective cranks until other hardened cranks are available.

I spent $25k on an Impervia series Bay Window, 2 Impervia double hung and 4 Impervia sliding windows. The bay window is a wind tunnel from hell. All the other poorly made windows leak air from every where. Can’t get service, can’t get help. Winter ice is forming inside my house on the leaking windows. Crawford Doors and Windows , Rensselaer, NY idols and installed , big shysters. Steal old ladies money. Ryan and Martin big thieves. Beware folks they are terrible people. No service, no response. Crickets chirping when there is a problem.

I had a patio door replaced under warranty this spring / summer. The door was never caluked as I promised it would be. If it is windy and I am outside on the patio, I can not close the door from that side. We also have pella windows that leak when it rains and they are drafty. I have asked many times for them to come and replace them but get the run around, they are good at that.

Bought from and installed by Lowes during the Summer of 2017, now 5.5 years later the seal has gone out on the sliding panel and the desiccant beads are now rolling around inside the door window. Pella has a 5 year warranty on door, but since it's been about 5.5 years, they are refusing to do anything to help.

We also bought a Pella full front entry steel unit with side-windows from Lowes at the same time and it too had issues within 3-4 years of installation (started to rust). Pella refunded our original purchase price, but it does not speak well of Pella's quality. As a result of both issues, we're pretty disillusioned with Pella products. They don't last any longer than less expensive options and are not worth the money.

I recently ordered 10 windows black and white Pella 250 I’m very disappointing the black section is all scratched also spray paint is not fully completed absolutely no quality control was ever checked before releasing theses windows from the factory. also most screens are broken large window is dented. I called Pella I was told to call Home Depot in Dartmouth Massachusetts that they could not help me. I purchased it in July 5, 2022 received 11/2/2022.

Signed contact on June 3 to have new windows installed was told they would be installed by Sept. We are now approaching Nov. & window is still not installed, every time I call over there the installation get push back. They have been paid & claim they do not pay for heat loss if installed in the winter even though they have pushed the install back. Order # 724BDEJJN. I guess I may have put a lawyer on this. What is your suggestion?

I had someone from the service department come out to my home to assess a pane of glass that is broken and I requested for a replacement pane. We were told that the windows we have are discontinued but when I received the quote for repair, it is to replace the entire casement and not just the pane of glass. I have sent 2 emails asking for clarification and a quote just for the piece of glass and have zero response. I want a pane of glass replaced, not a $1500 casement.

Customer Ref. #[protected]

Lowes ordered Pella Windows with the wrong hinges and Lowes Pella rep, advised Lowes that the egress hinges could be replaced with wash hinges without having to make all new windows. The new hinges were ordered and paid for and on 8/8/22 a service call was set-up by Pella to replace the hinges on 10/3/22 and 10/4/22. On the day the service crew arrived and in my opinion was very good and professional. The problem came when the service crew discovered that not all the parts were sent out to do the job. On 10/4/22 I received an email from Pella that a service appointment is set up for 12/5/22 to complete the job.

How do you set up a service appointment for almost 2 months out and not send out all the right parts to complete, or even start, the job. And now its set up for possible winter weather when you have to open the windows to complete the job on 10 different casements.

Lowes has done an extremely horrible job with this window project 18 months up to this point(all Lowes). But, now Pella is adding to the [censored] show by doing this. Along with, in the process of installing a picture window glass was broken by the contractor and Pella is advising me that it will be 27 weeks to just replace that glass. Turning what should have been a 2 month, tops, project into a 2 year window project.

Long story short built home in 1993 put in Pella aluminum clad windows on outside and wood on inside. There are 10 windows that are rotting from inside out of 25 windows. The windows may be old however water is leaking in through stile and top rail rotting the inside of them. Regardless of the age of the window they should not be rotting inside the home. I have contacted Pella more than 4 times started in 2018, was given a quote in 2019 with no discount or even compensation for defective product, again in 2020, July, August and September of this year, spoke with someone in corporate office she had me speak with a local rep he couldn't do anything in way of either replacing the damaged windows or even giving me partial compensation to fix the windows. Would either like Pella to replace rotted windows or if possible the window components that are rotted I don't feel that I should have to pay for this replacement or a minimum be compensated enough to replace with a competitors windows which will probably be cheaper than their windows. Including just a few of the 10 windows that are rotted.

Paella Window TV Advertisement on tv at 11:45 am 9/25/22 on Fox News. The Ad shows how the windows are good in any weather and also shows a young boy walking out onto snow and jumping into a pool with floating ice. This is the worst thing ever to have young children seeing that and trying to imitate the boy in the add. Children are going to dry from hypothermia if there isn’t someone around to see and help this child as the cold will keep them from being able to swim and get out safely. You will be sued by those who find their children got this ignorant idea from your commercial.

for the past several years, I've been replacing my windows with the Pella brand. Although, I had many manufactures to select from, Pella was my final selection.

To date I've replaced 3/4 of my windows with your higher end window/door collection.

On April 10th I ordered 3 fixed windows (receipt attached) from Lowes. I finally received them on Sept 19th. I am sympathetic of the length of time it took to receive these windows due to COVID. But I was disappointed with the workmanship. Two of the three windows had a staple protruding/exposed to the interior finish. I ended up installing the window, knowing it could take another 5 months to ask for replacement/refund. Being patient is one thing, but expecting better workmanship from a popular brand is unacceptable.

I took photos depicting 1 staple protruding. One on each window. These windows that were installed are a the top of a vaulted ceiling thus easily seen to a common person. (Attached are photos of the windows).

I've been completely satisfied with the previous Pella Windows that I have replaced, and felt this workmanship was not of the standards I expect from your brand.

I have approximately 7 more windows to change out to complete the window upgrade on my 1985 home. I can provide proof of purchase (PO) if you prefer

Sincerely, Ron Woods

1851 W Dry Creek Road

Littleton CO 80120

Pella has to be the least customer friendly company ever. I broke the outer glass of a 2006 Pella window when a rock flew up from a weed-eater. The window was installed in 2006. I called Pella to see what to do and was told because the window was that old I needed to call Pella sales. I had a glass repair person look at it and he also said I needed to call Pella which I did. I did so and I scheduled an appointment for Pella to come out and check it. The appointment was confirmed and then Pella called and said there would be a $4,000 minimum for them to come out. I will never deal with Pella again and I will tell everyone I know to avoid it like the plague. What a disastrous company.

We placed a whole house order for a new residential home build in November of 2021 with a delivery date of March 2022. It is now September 2022 and I still do not have all my windows. Needless to say this has cost me money in contractor delays and time to complete my home build. his order was promised to us in March of 2022 and here we sit witout ou complete order. I have reached out to Pella management (unresponsive) on several occassions but no one seems to want to call you back. All we are receiving is the run around with new promised delivery dates only for thos dates to be continually pushed back. Pella had no problem taking our $50,000 last November, I have not received any apology from management for these delays. We just received another delivery date of September 21st ( meanwhile we had subcontractors ready to go this coming week based on Pella's deliver date of 9/2). I have received zero compensation from them for these delays only empty promises. All the while they continue to sell windows to new customers when they can't even fill the orders from their existing customers. I ABSOLUTELY would not recommend PELLA windows to anyone. ZERO customer support in my eyes.

I started the process 03/30/2022 working with Pella in Jacksonville, It's now 08/20/2022 still no product on anything. Customer service is terrible and misleading from the start. No Project manager so had to be borrowed from Tampa. Continue you not be truthful canceling has been a issue altogether and working through Greensky another part of the equation that is misleading. Spending over $20,000 on windows and doors for issue like this and the middle of hurricane season no less. I think something needs to be done about misleading to the customer period. STATES 8-10 WEEKS AND BLAMES IT ON THE PRODUCT. SHAME ON YOU ALL AT PELLA YOU AS A MANUFACTURER SHOULD BE LIMITED ISSUES PERIOD. i THINK THE REAL REASON IS YOUR WORK FORCE HAS SHRUNK AND NEED TO BE TRUTHFUL PERIOD ONE WAY OR ANOTHER SHOULD BE LIABLE FOR THE MISLEADING OF SELLING A PRODUCT. PELLA DON NOT RECCOMEND PERIOD! STILL NO PRODUCT AND NOT HONEST WHATSOVER.

I was told be Cassie (Cathy) whatever that she was forwarding my broken glass problem to the service dept and she never did. She also said my other whole side of the house rotted windows should be co weed as the original homeowner and that they could be replaced Then when I called back she denied even speaking to me. How screwed up is that. Pelli windows were supposed to be the best, which is why my husband & I installed in our home and they are nothing but garbage. The people you deal with are nothing more than scum for screwing you every chance they get and not accepting blame and fixing or replacing the windows!

AVOID PELLA! October 21, 2021, We contracted through Lowes to purchase and install 16 hurricane windows. Pella service is terrible. Windows finally delivered early May 2022. Some mull kits were incorrect, 2 windows damaged. 6 of 16 could be installed. Replacement order delayed by installer and/or Lowes ‘til June, estimated delivery Aug 15, then Aug 19, now not until September. Wrong transom window discovered by home owner when moving windows to get to garage water turnoff. Ten windows stored in our garage. A major inconvenience. Rights transom not likely here til October at best. Avoid Pella and Lowes installation!

PO # [protected]

Ordered Jan 31st, 2022

Promised May delivery initially which has now been moved all the way to the end of September.

I have tried to reach Lora Moreno, our territory rep, at least 20 times. I see she is getting all kinds of rewards on your web site. NO RETURN CALL OR TEXTS

I have gotten the assistand manager, Jeff Hathaway, at Lowes where I placed the order to call Ms Moreno as well and he doesnt get a return call.

Come on guys, I have been told the problem is screens, material, labor shortage and now have not gotten a reason for the August promise date to be moved to end of September. I did not find the latest change out till one week beforee shipment promised. Someone is big time not doing there job.

I need my windows

I am told 3 are complete and that you wont split the order up. Seems like you should at this point do whatever it takes to make the customer happy and not split hairs about your policy.

Have tried to get someone to call me management in Pella, have tried to talk to someone in management when I call and abosolutely not way to do this that I have found.

Are you putting people ahead of me or is the plant shut down, no way everyone is waiting 9 months to get their windows

We ordered a complete set of windows, front doors and patio doors. We ordered Pela due to the reviews of good quality and durability. We have had nonstop customer service issues. Order was placed in January. We understood at the time of order it would be about 16 weeks. We are now at the 8 month mark and still do not have our full order nor front doors that are operable. We cannot get an answer from anyone! It is always a different answer and run around. This is now holding up finishing construction on our home and being able to close. I and beyond livid. I do not recommend Pela to anyone due to their poor customer service.

After a hurricane we needed a new sliding glass door. We chose Pella even though they were move expensive because they had a good reputation. Boy was that a huge mistake. Had to wait months for doors. Not a problem they had a team install it. But incorrectly and they didn’t even know who installed it. As it was leaking and door wouldn’t shut properly. After months and threats from them for me to pay although I was only calling to help my bf I was not on contract at all. They finally ordered another door installed but storm door was damaged but was installed incorrectly. They have dragged this out for over a year now telling us our warranty has expired and we still don’t have a properly closing storm and screen door. so whatever you do don’t use Pella. They do subpar work they contracted out our first install. If incorrect they will threaten anyone with payment even if you aren’t the person on their contract. We are still after 14 months waiting on another screen door as it is warped and when closing there are gaps in the door and frame. I went to close the one on it last week and the whole screen just fell out of frame. Never ever ever would I recommend Pella for shoddy work and very shodddy customer service. I actually still have the emails and voicemails of the threats to pay and where we have complained constantly. They keep changing supervisors and people handling our case so we have to keep chasing down someone to help makes me wonder if they fired them for their bad handling of this problem or if people have quit because they don’t want to be associated with the company

On April 28, 2022 we placed an order to have our windows replaced through our sales consultant, Clayton Bush. At that time, we signed up for monthly drafted payments. So far, we paid approximately ~$700 and will be drafted for another ~$700 payment in 4 days. Measurements were finalized through another Pella employee mid-May. Since then, we have tried to get in touch with Pella merely to get an ETA (nothing more than an estimate) on when we can expect work to begin.

On 6/22/22, we called the main office, asked to speak with the scheduling coordinator - no one answered after being connected by the receptionist, so we left a voicemail message. We never received a return call.

On 7/21/22, we called the sales consultant, Clayton Bush - no one answered, so we left a voicemail message. We never received a return call

On 7/25/22, we wrote an email to the sales consultant, Clayton Bush, and did not receive a response.

On 7/27/22, we called the main office, asked to speak with the scheduling coordinator - no one answered after being connected by the receptionist, so we left a voicemail message. At the time of this complaint, we never received a return call.