Pella
Reviews and Complaints

I have been a Pella window customer for over 20 years and have Pella windows exclusively in my home. I have replaced several windows over the years and recently sought to replace some additional windows. The entire project was estimated to exceed $52,000. Unlike my previous experience with Pella, I have found the customer service to be appalling from the estimate process up to installation. There is no response to my complaints, and I was told by my salesman, Dennis Cukon that he and his supervisor, Robert Reed laugh at my complaints. The installation was poor, and I am still waiting for several issues to be resolved. (Gaps in trim, broken glass and debris left on my patio and backyard, peeling paint on trim, screens that do not fit and more). The Gunton Group in Westlake, Ohio has been unresponsive and frankly, uncaring. I am a very disappointed customer.

I filed a BBB complaint today with the message below:

Built a new house in mountains of New Mexico in 1998.

All windows installed in house were Pella brand.

There was a recent wildfire (forest fire) on May 1st of this year, 2022.

Nine of the windows must be removed and replaced.

I have not been able to reach anyone from Pella by phone to discuss inspection.

All contact with them has been through email.

The first person who replied by email advised it would take two months before a Pella rep would be able to inspect.

The last email was from a Pella local rep who advised all technicians were gone and that a new appointment would have to wait until September.

Needless to say, I am looking toward contacting another wood window maker to replace the Pella models.

The windows must be replaced before any additional repair and siding replacement can be started.

I had a virtual appt scheduled for yesterday at 6pm to discuss a major project I have going on at my cottage. After not receiving a meeting invite, I called the number that was in the confirmation screen. The person who answered couldn’t find me In their system, despite me proving the conformation # and I was promised someone would call be before the end of the day and no one did. I left work early for this appointment and filled out the questionnaire, which was pointless, considering i have a full set of plans. It was a big waste of time I didn’t have and they are now my last choice for this project. I am replacing every window, door, and need a custom isosceles shaped window but clearly they don’t need/want the business

Purchased windows in February 2021 with installation to take place in July 2021. We were told 3 inch trim would work, which ultimately did not (see below). Windows were installed, but did not come close to fitting rough opening (3 inch gap top to bottom and side to side). 3 inch trim fit and looked nice, but covered gap they left. Spoke with a supervisor, who said they were in spec. I did not agree and stopped the install. Another supervisor came out and agreed after seeing my photos. New measurements for another install for Jan 2022. I had Covid, so delayed for a few weeks. This install was better, but still not perfect (measurement wise) because I have three windows, same size, previous Pella, and the new windows are all different sizes. The install team was great the second time around. I had to continually call to get the next step moving from the coordinator. The communication was Terrbile within Pella and to us, the customer. We have our final install of finishes in July, so 17 months to install windows in a home. The product may be great, but stay away from Pella due to there install and coordination process.

Six months after installing our picture window and three months after we had to call out the exterminator to deal with carpenter ants invading our house around that window, Pella sent out some guys to "fix the trim". They informed me the installers had never calked the window which explains how the carpenter ants made it into the house. They still haven't fixed the inner trim and are now telling me that isn't Pella's problem. V

I used Pella Windows from Charlotte. And Connor, the salesman, was sent to measure the two windows that needed replacement. This was in August 2021. I was told he is their top salesman in Charlotte.

I had previously used Pella Windows from Greensboro, in 2020 to replace 3 windows, but was told the Charlotte branch was good and a little cheaper. I waited till the end of November 2021 for the windows to be installed.

Patrick and his friend were the installers. Installation was awful. One window was set crooked and neither of them resembled the installation of the 3 previous windows that had been installed by Pella, Greensboro.

The two new windows just look like replacements - they don't fit properly and look like something you might put in a trailer. They have one inch casements all around - or 'speedbumps' as I refer to them. So at the bottom they are not flush with the window sill. All my windows are big landscape pieces of glass.

I complained to various 'managers' at Pella. Matthew was the one who finally took responsibility to get the problem resolved. However, it took him sometimes a week to get back in touch with me - nobody answers the phone when you call, which gives you the feeling that they really don't care.

Eventually, they agreed to come back a week ago., and reinstall the windows and I was assured they would be just like the others that Greensboro had installed. Well they're not! They took the windows out and said they were going to install them properly for me - but they didn't.

Instead of having the windows properly installed they had ordered replacement casements so that instead of having an inch 'speedbump' at the bottom by the window sill, they now have 2 inches at the top!

Apart from this unethical way of doing business, it means that the blinds I order to go on these windows will not be able to have proper installation if I accept this rotten job from Pella.

I've said right from the beginning that this is a measurement issue. The glass wasn't measured properly and as a result I'm supposed to be happy with a rotten job. Plus, nobody wants to own up to the fact that it is a rotten job.

Very, disappointed with this company. They should not be allowed to get away with shoddy workmanship and customer service.

We had patio sliding doors installed. The metal skin on the outside is starting to bubble. It took me a long time for Pella to answer my email. The service rep came out and told me it wasn’t covered. I showed him the warranty sheet that I had, Lifetime on the metal skin. Pella has given me nothing but lip service and have walked away from their problem. Save your money and buy from a company that stands up for what they build.

We have guarantee Pellar window. Now the window glass is cloudy. We paid for service man to measure and order parts. It's been almost 4 months, we have no call, we can't contact them. They do not answer phone calls. Is it really a good company to do business?

After you paid, no contact, no service !

Order # 386

Quote # [protected]

Quote name: SVC [protected]

Custome # [protected]

Customer account: [protected]

Dean Peaterson contracted my services to do an install in a town house complex .I am a contractor CKR Construction . Dean Peaterson miss represented the the install aswell as the finishes to these customers. He measured and collected his deposits from the windows , he also delivered and had service agreements signed and collected deposits for these installations . At no point did CKR construction receive or collect any funds for the windows . But at the end of the project CKR construction was left with the responsibility of those balances that Dean Peaterson failed to collect . My complaint is with Dean Peaterson as a sales rep for pella he lied manipulated the sales so he could be a top sales rep in the area and in turn caused may unhappy customers with pella as well as pushing his incompetence on to the installer . He has also cause the loss of several projects as he dose not respond for requests on products neede this complaint needs to reach someone at the top . Because as a contractor I now will not sell pella products can someone please contact me at [protected]

Marcial

CKR Construction

I ordered 5 windows from Pella & paid $3525 on 4/13/21. The total was $7050 so the mandatory 50% was paid. The windows were installed in August of 2021 but the installers quickly found the smallest window in the bathroom was not the correct size. I later found that incorrect measurements were taken on the first trip but were corrected during the final inspection. I was also told the "girls" in the office input the original (incorrect) measurements. Another person was sent to remeasure and confirmed the last measurements and was the one that told me they made the mistake at the office. At that point he recommended I have a different glass inserted and it would not make a cost difference nor would it make a difference in delivery. The window was ordered and I did not expect a quick turnaround at all. Around the November time frame, I was told the window came in but with the wrong glass - I had a bathroom remodel done around that glass being what I ordered and they said they would reorder. I received a call from the Pella local office telling me they would be here on February 9, 2022 to install - never showed nor did I receive a phone call explaining. I tried to call them, left a voicemail and still no response. Finally, my window was installed on 2/18/22 and I was presented a "final" bill of $2370.92 due then. I wrote the check and later that night, I received a call from someone telling me I owed another $804.08! I was totally happy with the credit I assumed they gave me, especially after my conversations with the office and stating I expected consideration for all their mistakes. During most of this time (in between window deliveries), I had little to no communication from them. It took my bathroom contractor to visit them & tell them how unprofessional they were to get them to contact me at all - all this after one of the early calls I got was to tell me "this isn't the way we do business". Apparently it is. I called the office after I made the mistake of giving this other person I had never talked to before a credit card to cover the extra $804 (which I do regret now) and that person agreed I shouldn't have had to pay that much - she said she would talk it over with her management and get back to me on 2/21/22 - I emailed her on 2/28/22 to try to get a response and here we are - 3/14/22 and nothing. Their silence is deafening - the $804 "collector" said their policy is to never give more than a $350 credit - so who came up with that amount I paid on installation. I would have been thrilled and never had a complaint if the final amount had been the $2370 payment as I was told. Installers were great and I have always loved Pella products - we now have well over $30,000 in Pella windows in our house - good thing we went through Lowe's for the others!

We are building a new home and purchased Pella windows. Our shipment arrived in late January. One window had Pella responsibility shipping damage (unrepairable frame damage). One would expect a company with a quality reputation like Pella to use an expedite process for situations like this... unfortunately they choose to not do that. Pella has created a standard order with a late May 2022 ship date. Pella social media and customer service teams have responded there is nothing they will do. I expected better from Pella, this one choice to not expedite a replacement has moved us from a satisfied to dissatisfied customer.

order # 2762M21312, damaged window 250 series model 2466

Let me start off by saying I went with Pella because I thought I would get a premium product & service. I purchased 17 hurricane shield windows 10/20/20. I received them approximately 5/21. I understand delays due to covid. When received they were all expertly packed with cardboard around the edges & wrapped with a shrink type wrap. There was no physical damage to outside of any of the windows packging. As the windows were being unwrapped to install, it was brought to my attention that some of the screens had been damaged before being packaged. No big issue, I would deal with later. Total of 7 screens with damage. After installation, while removing labels, and thoroughly cleaning both sides of the windows, I noticed some fingerprints between the panes of glass, & some minute imperfections in the glass. There was excess caulking or whatever sealant is used in construction smeared on some of the panes & frames. The windows were never properly cleaned b4 packging. Several required scraping & acetone to clean. Ok, again, no big deal, covid, labor shortages. I contacted Lowes, where I purchased & advised of the issue. I was contacted by Rosalind Lannuzzi, [protected]@pella.com, with event number [protected]. I told her about my issues with the window panes & was advised to take pictures. After trying unsuccessfully several times trying to photo I contacted Rosalind again & told her as long as the windows were warranteed I wasn't going to worry about the fingerprints or imperfections. I told her I would like to get the damaged screens replaced. She advised me that would be no problem. I was told an outfit called CWS handles screens & contact them @[protected]@pella.com. I was told to put event number [protected] in the subject line. I emailed them & was told to contact Lowes because they were damaged in shipment, or contact Pella Customer Service for information. I emailed to to state, they were not damaged in shipment, but damaged b4 packing. I also contacted Pella Customer Service to do the same. Now I am told to contact Lowes because they didn't unwrapped them & check for breakage. That's a cop out. I was given some sort of analogy about a bag of potato chips being short or open. This was over 10 grand, not a bag of chips. Bottom line, I think your quality control is substandard, there's little consistency in your customer service, but your shipping department does a fine job packging. Maybe someone there could do a quality control inspection b4 wrapping. I will try going back to Lowes to resolve my issue. I will never again buy another Pella product & will share my experiences any chance I get.

We were promised brooklyn bridge but were getting verazzano
the rep indicated that he would reinstall the curtain. They were late in coming back. They were late/. Nowv they left the job saying they will comev in apri;. Untill then the door will sit in the garage. To be kicked by traffic. Thet ill comev in april. I was going to give this job to anderson.
Your copmp[any has put me thru this ordeal. As a compensation please waive the curtain installation fee.

Dr. Nanavati
220 hyland ter
orange, ct-06477
[protected]

Let me start this letter by telling you how I feel... then I will elaborate. Your windows are terrible. Our bills are the same, not lower. Our master bedroom is still burning up every morning. Recently, there's been construction for over 2 weeks on the road at the back of our property (well over 75 yards from the back of our home) and we can hear the equipment, the grinding of the gears, the beeping when they back up, the dumping of the dirt... your windows have done NOTHING to lessen the noise factor coming from the construction. All these things are promises YOUR company makes. All these promises are a million percent FALSE.

Over the course of a year between 2020-2021, we filed complaints with Power Home Remodeling (emails, texts, phone calls) the company who installed the $62, 000+ worth of windows. We submitted Flir photos (among others using different types of indoor/outdoor thermometers) of the temperatures of the windows during different parts of the day and different seasons during the year. We submitted electric bills showing no change in our energy costs.  PowerHRG  did what they could to "fix" our issues which included replacement of 1/2 dozen windows (months after the initial installation) and they added foam insulation to the master bedroom windows. Our lives were uprooted for a week, not once, but TWICE to try to remedy issues... time off from work, playing musical rooms with our pets, dirt and grime everywhere, loud banging all day, nails all over the driveway and yard, a scratched motorcycle by a careless construction worker who dropped a window on the back fender, and just constant inconvenience... TWICE! Power HRG even added a radiant barrier in our attic above the master bedroom (at OUR expense). Nothing has changed.

While the reputation of these high-priced windows may be good, the quality of the windows themselves is sub-par considering all that Pella "claims" they can do to lower energy costs, keep hot rooms cooler, lessen loud outside noises, and add value to a home. Right now, we're miserable. Your windows are doing NOTHING to help our energy costs or sound noise, and have only ADDED an additional $700+ charge to our monthly bills (not including what we have to pay every month for the radiant barrier).

We have done everything in our power to reach someone who will help us refinance, or take the cost of these poor-quality windows down significantly, or comp them altogether... To no avail. No one at Pella or PowerHRG seems to want to remedy this issue. So we will be sending this letter to anyone who will read it moving forward.

We will also be telling our friends, family, and neighbors not to waste a penny on these money-wasting windows. We'll also tell anyone looking to do home repairs, upgrades to their home, and who are looking to move to the area, NOT to waste their money on Pella windows!  We will absolutely recommend purchasing a better or additional a/c unit to keep cool in the summer. We'll remind everyone that they're better off spending the money on an outdoor pergola to add some comfort to rooms that are hit more heavily by direct sunlight. We'll let people know that they are better off spending the money on a good surround-sound system to drown out any outdoor noises that may affect them inside the home. And we'll definitely tell them to explore alternative methods of energy conservation to help with the cost of their monthly electric bills, as opposed to spending $500, $600, $700+ per month on windows that do NOTHING to lower electricity costs.

In short, you've lost an excellent customer. You've lost our faith. You've lost our recommendation. You've lost any future business with us or our families and friends. We'll be taking over a 6, 250 square foot home on 10 acres in the near future. That home will NEVER see a Pella window as long as it's standing.

If anyone ever asks us about our Pella experience, we'll gladly tell them the truth:
Absolutely atrocious customer service.
Horrible communication.
Zero stars. Incredibly expensive.
Waste of money. 
Not a single upside to purchasing Pella windows.

Not that this will change anything, but hopefully our honest reviews on all social media platforms, Yelp, Yahoo, Google, home repair pages and any other websites might help save a family the time, money and trouble we have gone through.

Disgruntled and disappointed,

The Harris Family
Liberty Hill, Texas

Reference PO # [protected]
Ordered 13 Windows and 1- 6' Sliding Patio Door from Lowe's in Albq NM August 2021. All items had and original estimated delivery of 10/11/21 when ordered and Paid for in full.
Windows arrived only a few days later than the 10/11/21 date - but the patio door was push out to 11/11/21. An additional 30 day delay.
I had the salesman at Lowe's check on delivery status on approx 10/22/21 and was told then that the 11/11/21 date was still good and could possibly be a few days sooner. I again checked with Lowe's on 11/07 and was told 11/11/21 was still good that system did not show any notes or issues. As of today 11/10/21 I called again and am now told that the door will not be delivered to Lowe's until 11/18/21. This is totally unacceptable as I have contractors now working on installation of new stucco system on my house and this later date will now cause a hold in their work possibly causing additional charges to me because of the sliding door delivery / installation delay.

I had first contacted Pella about my sliding glass patio door in Aug. 2021. Someone came out to see about the door. The person said that the door was defective and they would be replacing it. However I would have to pay for installation since it was over two years. So a few weeks go by as I have not heard anything back from Pella. It turns out they sent my information to someone else. I go to have the door ordered, again a few weeks go by and I have to keep following up as no one is keeping me in the loop. Someone then comes out to measure the door and tells me the trim has to be replaced as it has been taken on water for the past 8 years. On October 25, I was supposed to have the door installed. I got a call from Pella to confirm the time. I get a call later telling me the door isn't even there from the factory! I then get an call on November 03 stating the door is here, they are just waiting on some parts. I informed the person on the phone, I did not want to set an appointment until all the parts were there. She assured me they would be. I then asked if the parts would include the trim. She said no as they would use existing. I said how is this possible as the person that measured the door told me the trim has to be replaced. I have yet to hear back. This company does not have a clue!

To: Pella customer support
CC: Tim Yaggi
From: Barbara MacIlvain and Sean Benner
Date: September 23, 2021
I purchased a Pella Lifestyle patio door for $5178.41 from Pella in Nashville TN on September 8, 2020 that was installed by Pella in November of 2020 at 3608B Saratoga Drive, Nashville, TN. I purchased the Pella door because of the strong warranty and local service available for your product. When I placed a call to Pella service in July of 2021 to correct the leaking patio door I was expecting well trained technicians and what I got was circus clowns.
First visit:
Two technicians show up and examine the door, place white paper towels all along the wood floor against the door threshold where the hardwood floor was damp and spend about 30 - 40 minutes hosing down the glass on the outside of the door. Of course, no moisture was observed on the paper towels placed on top of the hardwood because the leak was on the underside of the wood floor. No attempt to check the moisture level with a moisture meter was made or even suggested and no overall inspection of the door was ever made. At that time water was observed in the track running along the threshold on the outer edge of the door. One of the techs drilled three holes in the metal too drain the water.
After that visit I called in two different flooring companies to provide bids to refinish the floor and both companies used moisture meters to test the floor. Levels were observed on multiple occasions to be in a range of from 18% to 50% on the interior hardwood. Both flooring companies told me they could not proceed with the floor repair and refinish until the door leak was corrected.
Second visit:
One of the original techs came back with (I believe his name was) Mark Cale his immediate supervisor. Instead of bringing a moisture meter, as I had requested, they brought a black light so they could look for urine. Then I was told that the door did not leak, that my fifty-one year old disabled son who has worked at Vanderbilt hospital as a laboratory technician for almost 25 years (and he is a front line hero who was required to work every day during the epidemic to help support the hospital staff with dealing with Covid-19) was peeing inside on his hardwood floor.
This was based on the fact that there was a small amount of urine on the outside step and a few drops of urine on the lower end of the door jamb. When I questioned my son he told me that yes he had urinated out the back door because his downstairs commode was not working and since it was so difficult for him to climb his stairs to the second floor (due to his severe difficulty with walking) he had in fact urinated out of his back door onto the patio, but he had not at any time urinated onto the hardwood floor or inside of his home.
I offered to pay the $1125 charge to have the door re-installed just to be able to move forward with this project. A few days later I heard back from Mark and was told that his immediate supervisor would not under any circumstances re-install the door, that the door did not leak and had been properly installed.

Third visit:
After the next heavy rain-storm I purchased a moisture meter and took a reading at the base of the door at my son's home and got a reading of 50% moisture. I took pictures and e-mailed them to Mark and asked him to come back. Three days later he met me and again brought a black light but not a moisture meter and proceed to look for urine. I showed him the moisture level at the base of the door which by that time had dropped to about 18 - 22% he told me that was a good reading. The level of moisture on an interior hardwood floor should be 5 - 6%. Mark then told me that he was done with the door that it did not leak.
Follow up phone calls:
I called the Pella store and spoke with Pamela Nissen and explained my problem and asked to speak with Mark's superior.
Shortly after I got a call from a man claiming to be the general manager for Pella service in Tennessee, he told me that the door did not leak they had been out multiple times and that my son was urinating on his hardwood and that they were done with the door, after a pause (when he realized what he had said) he continued with this comment "however they would still warranty the door". I again offered to pay the $1125 fee to have Pella re-install the door but was again told that he would "not go down that road".
At this point I was forced to find someone that would actually fix the leaking door so that we could move forward with the floor repair and refinish.
On Thursday September 16th I had a local licensed and bonded service tech come to the house and determine what the problem was and correct it.
It took him less than ten minutes to peal back the siding over the door and discover that there was a large hole in the upper right had corner of the door jamb that was allowing water to run in and down the door jamb and come out under the door sill. He corrected the problem in less than two hours. He also observed that three holes had been drilled into the door sill allowing water to seep in under the door he filled them with caulk.
I have no way of knowing if this is the only problem with the initial install and after this debacle I certainly have no faith in your "warranty". Therefore, I am requesting that you take back your door and return my $5178.41 so I can replace it with a quality Anderson door instead. I am also requesting a formal apology to my son for the insulting comments made by your technicians who claimed that he was "peeing on his hardwood floor".

Please see attached photos of wet floor and moisture readings that were taken at various times including when Mark was present.

I have been waiting 6 months for some doors i ordered from Lowes. They finally came in and when the installers took them out of the box they were missing parts. I called Pella and they told me it was Lowes fault for them not including all the parts from there company. Go figure. They were no help in getting the parts i needed. They just laughed at me and told me there is nothing they can do. Do not buy any item with the Pella name on it.

We ordered Pella windows from Lowe's back in February of this year. We were told Pella could get them quicker to us than Anderson windows. We switched. Most of the windows came in around May. One window, our gable window, did not. It is now August 30th and no window. We have contacted customer service and they tell us the window is waiting for the impact resistance glass to come in to finish it. They say it should be within in a week or so. That is what we keep hearing. We asked if they would ship it directly to us when it is ready to save a week or more in time. They want to wait to put it on their Friday truck and ship it to Lowe's. We are approaching the busy hurricane season and have a very exposed house because the gable window isn't installed. On top of that big problem, the windows that are installed are losing their rubber strips at the bottom of several windows. Very disappointing.