Pella
Reviews and Complaints

I purchased a Pella fiberglass replacement sliding door unit with transom (window over the top of the doors) in April 2019 for $4, 500 from the local Pella dealer. The sliding door panel was warped in the original unit they delivered and installed resulting in having to push very hard and the door banging loudly against the frame when closing it.
Since then, they have ordered 4 replacement door panels from the Pella factory and each one has been defective in the same way as the original - the frame is warped with a bow in the center. I am waiting for the 5th replacement and have become very frustrated with the numerous appointments made then being canceled at the last minute or having another defective product delivered only to have it taken back and re-ordered. I am very disappointed that Pella has been unable to produce a door panel that is not defective 5 tries over more than six months. I bought Pella because of it's quality reputation but have found that they are incapable of producing a product that meets bare minimum standards..

Traveling on PA Turnpike I-76 when your truck almost ran me in to the barrier on my left. He was in slow lane traveling at a high rate of speed, came upon me the teh truck started veering in to my lane. I had no where to go. He kept coming over and I freaked as hard as possible while honking my horn. He obviously did not notice me. He literally took over my lane as I slowed down enough to catch the corner of my 2 week old new 2020 Ford Explorer. I tried following him flashing my lights. The faster I went to catch up he went faster. I gave up and pulled in to a rest area (MIDWAY Rest Area) on I-76. Incident happened around Mile Marker 155 - 157. His license plate number is Iowa DB2338.
Who do I speak with. Separate and aside from narrowly getting killed on the expressway, he wrecked my side mirror. I was blessed it was nothing more. I could have been killed and or my vehicle totaled 2 weeks after I purchased it. Worst that he took off. My phone number is [protected]. WHO DO I SPEAK WITH. They told me Joe Kendall. 2 calls to him 2 days ago resulted in nothing. I will be sharing on all social media outlets shortly if I do not get a call from someone who gives a damn. It shouldn't take more than 2 days for anyone to get back to me (or anyone) after calling about an accident
Rocco Iacobellis

I purchased Pella Windows thru Whitman Windows and Doors and took delivery of them mid September (approx 9/12/2019) or so. Mr. Whitman stated that the measurements of the windows were not correct and he would be the one to install the 10 windows into my home since other installers would not know how to install these incorrectly measured windows. My home is older and apparently nothing is square. These are vinyl replacement windows. Finally the first attempt to put them in was done late September. The windows were not the right size. Anyone could see that. Mr. Whitman and his son/co-owner, Jeff Whitman, of this company "winged" the installation. They put a few screws into the windows and a bit of flashing that is it. The 6 windows that they did lasted that way until Mr. Whitman decided he need to come back (after much prodding to do so) and button up the windows. He did this October 12 2019. He did 5 windows and the 6th window is still open to the elements. He used Z metal with stainless steel screws to frame in the windows. Not brick mold like what was originally on the windows. The windows are crooked, caulking all over the place. He did not cut a piece long enough for the big window and used a scrap piece of metal caulked crookedly into place. It looks like you know what. The windows are not straight. The inside is not trimmed out. Shims are in the windows, nothing is caulked or foamed. This is a hideous job done or not done depending on how you look at this. The other 4 windows have not been installed. These windows I bought from him, a Pella distributor and not from a big box store. Also he, Mr. Whitman and son just sent me an invoice today, October 17 2019 demanding I pay them right now or they are going to slap a lien onto my property. First the son, Jeff Whitman stated he was slapping a lien on tomorrow, October 18 2019. Another email from Alan Whitman stated a lien will be slapped on October 21 2019. Mr. Alan Whitman told me in a previous conversation that "you need to pay your bill [censored]" and that I could ""could suck his dick" if I did not pay right now! Today I have been harassed by Alan Whitman, Jeff Whitman and Mr. Whitman's wife, Rae Whitman who stated "pay your [censored]ing bill now. You know you owe us the money". I have repeatedly told them in the past and it was previously agreed upon by all parties that I would pay my bill After the 28th of October. (This again was agreed upon in conversation about payment in conversation October 12 2019 as well. ) They will have payment by October 31st depending on how quick the post office moves. I do have pictures to support all of my claims. My question is this...Does Pella really have people such as these people sell their products like this. Does intimidation and harassment come with purchasing Pella Windows? Does name calling and foul language come with purchasing Pella Windows? I am a paying customer and can pay as I am billed within a fair amount of time...I don't think less that 10 days is too slow in paying a bill. I am not shirking out of paying at all. Other companies do not do this. Also, if the dealer is not qualified in window measurements or installation how can he be selling your product? Your windows are expensive and suppose to be very good...but with what I am dealing with now I am not impressed. I would welcome a qualified Pella Representative to come out to my place and see the awful window installation. I prefer Mr. Whitman and his son not to be the ones to come out. Thank you.

Several complaints.
1. Called your customer service # on SAT before 2pm. per your website. The woman stated she could not take down my complaint on installation as PELLA CORPORATION sells there products to a local franchise PELLA STORE and that Pella door is no longer their responsibility. I didn't buy a Pella product from a big box store or have it installed by an independent contractor. I bought a PELLA DOOR from a PELLA STORE and paid to have a PELLA installer do the work.
2. The Pella customer service operator would not even take down my complaint, she stated "on Sat.s there really isn't anyone qualified to answer that, call back on a work day (yeah, how does that happen when on a work day I AM WORKING) She also said, and I quote, "I'm taking time away from my family, from my grandchildren today"? And I'm not? She's getting paid today, I'm not.
3. I ordered an entry door 4 weeks ago. Three weeks ago I missed a day of PAID WORK so the PELLA RETAIL PRODUCT MANAGER could do his measurements and give me a product list for installation. He was rushed as needed to be home for a family dinner as his daughter was leaving for Madison. Nice guy. Good family man. I had confidence that he would properly install the door. BUT no list. 15 calls and texts later and no list. I still think he's a nice guy and good family man. BUT my confidence no longer exists. My opinion is that the PELLA CORPORATION spends lots on money on advertising and little on customer service. My opinion is that the Pella STore sells many products but does not provide the needed employees to actually INSTALL the products they are so busy selling. My fear is that the installation of the PELLA product will not be well done and I will have no recourse as the PELLA CORPORATION already has their money and now takes no responsibility for a PELLA product. I only purchased the product because PELLA would install it. Lesson learned: Don't be fooled by the expensive PELLA name, buy from a cheaper big box store and pay someone local to install. Because that is what is happening here, you just aren't told that up front.

We purchased our home almost two years ago and I was very pleased to have the mini blinds inside the sliding doors already installed. However, over time they have developed small a problem. We first started having small, brownish ball like objects between the window door on the left side. I tried and tried to figure a way to vacuum the area but to no avail. Two months ago, the right side window door has started the same thing. Is there a way to vacuum between the two pieces of glass? Is there anything that the company can do? Since I did not purchase them, I cannot give any info as to when they were bought. They looked new when we moved in October, 2017. Is there anything that can be done? They look horrible.

If you send me an email address, I can send photos from my phone.

Thank you, Linda & Kerry Whitson
106 Graham Court
Boulder City, NV 89005
[protected] (Phone)
[protected]@aol.com (email)

The following has been posted on every site I can find to post on: BBB, Consumer Complaints, etc. etc.

We purchased 2 Pella Architect Series slider doors in 2011 for primary home. Paid $4K each and another $1, 100/ea to install so total investment was $10, 200. Doors are warrantied for 10 years; glass is warrantied for 20 years. Beautiful doors. Also purchased one for our home in Nantucket. That door is still performing properly. Both doors in primary home are now clouded with condensation in between the panes of glass. See pic. Door in family room has leaked so badly that we now have significant water damage to the solid oak floors. See pic. Rain is leaking right into our home. See pic. Our insurance company responded quickly to mitigate water damage.

Buyer beware ... "labor" is warrantied for only 2 years; hence, if something is found to be defective with the doors; Pella (which touts that their "products are backed by some of the strongest warranties in the business") will charge you for someone to come out and assess the situation and then charge you for someone to come out and fix the problem with their defective product.

The person they sent out to assess the situation found that the seals on both doors (both the moving and stationary parts) have failed. For my money, this translates into: Defective Product still under warranty. However, the charge to fix these defective, substandard doors will be $540.00!

I spoke with Becky and Judy and was told that Pella needs to charge for the labor. Well, of course they do. If they did not charge for all of the repairs they need to do, they would go out of business. Their products are substandard and their "labor" warranty suggests that they are very well aware of that fact.
Now I am well aware of that fact. Hence, I have cancelled an order for 15 double-hung windows and 2 storm doors.

I have been a manufacturer's rep for over 25 years and have had the privilege of working for a company that truly stands behind its products because the products are top drawer all the way.

So, think twice before you do business with Pella. Don't spend thousands of dollars on a product thinking that you are getting the best of the best. With Pella, you are not. You have 2 years of comfort; after that, Pella is standing by to dip into your wallet to help fund its inferior quality. You will pay a premium price up front and then pay again because the product is not premium.

There are other alternatives out there. With Pella, you are paying for the "name" and it turns out the name Pella comes with quite a bit of tarnish!

I was willing to "patch" the floor at my own expense. Not now. Insurance company suggests to replace the entire oak floor and pursue Pella for replacement of floor.
Respectfully submitted,
KO'R

I bought my house about 5 years ago the sliding glass door has a cloudy film on the inside of the glass there are blinds also inside this glass it's getting worse every day and is embarrassing when I have friends over is this under warranty i thinks it should be replaced by your company. It is definitely a defect on your end I am very disappointed in your product. Can someone please contact me on [protected] my name is Paul turnet

Several windows that I purchased in 2008 from Pella had defective seals allowing the windows to stay fogged up. I called about this issues in October 2018. Still to this day I still have not had my bay window replaced. The installer would show up with the wrong size, wrong spaces between windows and at times the installer broke the window hardware himself. When I would speak to Larry at the Irmo, SC office he would always say Pella messed up the order and he would fix the problem. But he never did. Finally all of the bad windows had finally been replaced by March 2019 except one. The original bad window (the bay window). Again Larry promised me he got the problem fixed but yet again when the installer (Bill) showed up the window was not right AGAIN. Through out this entire process I asked corporate to help me get this problem fixed and they told me not to contact them, and to keep dealing with the Irmo office.
So as of now I still do not have my Bay window replaced and have no idea when its coming in. Larry apparently broke his leg on vacation so I don't know who to call so I left voice mails with people at his office and have not received a call back. what a surprise!
I paid allot of money for these windows and they are under warranty, someone at Pella should be able to send me the right window in a proper amount of time instead of months. I just want my window replaced as promised and end this nightmare. In a few months it will be one year since this has started. A full year to get a window!

Sean King

I have ordered three windows and a sliding door from your Auburn Hills Michigan franchise, on 3/25/19 and have not been able to get them installed. A date in early May was cancelled, a new date for June 4 has also been cancelled and I cannot get a clear answer of when it will be installed. I have gone into this purchase because of the good name of Pella, but I have been very disappointed so far. Please advise me of what is happening.

Fred Sendek, [protected]@gmail.com
Order Number 742
Quote Number [protected]

On May 14, 2019 Pella scheduled service to fix a window and replace some weather stripping on our front door. There was no specific time for the service, just sometime that day.
At some point, they decided to do it some other day, but did not inform us of the change. Around 3pm my wife called to see what was happening and she was told that it would be next week.

It seems to me that they should have notified us of their decision, either before yesterday or first thing yesterday.

Harold T. Dalcher
111 Hoyt's Hill Road
Bethel, Ct 06801

We purchased Pella patio doors with the built-in blinds in 2011. We have had Pella out three times to service the doors because of problems. In 2017 they replaced (we had to pay for labor) half of the door because of an issue with the blinds. On the same side of the door, the blinds are broke again. Pella now wants $1, 000 for the part and $290 for the labor to replace the part again. The new part does not come with any warranty. The patio doors are 8 years old and have been nothing but trouble. I will never buy Pella again.

I had 4 windows replaced in November. The installer mentioned one of the locks was broken. He would get service to order one and have a technician come out and install.

I get a call from Lynda Arturi and she tells me she will order and let me know the install date. About 3 weeks later I get a call from Lynda Arturi and we set up a time. The installer comes out, looks at the windor and says I DO NOT HAVE THAT PART. He says they will reorder and he will come out. Being somewhat reasonable at this point I say it's only 2 screws to install, why don't you send me the part and I will install.

3 weeks pass and I finally receive the part. Unbelievably it doesn't have the screws. I'm frustrated so I call the salesman who says he will look after. He calls Lynda who tells me she will have to order it again. I say this time have the installer come and put it in. She confims a date and time and asks me to confirm - I do confirm and she mentions she will remind me closer to the time.

I stay at home on March 15th for the 10AM installer. I have at this point not received a reminder from Lynda. I call trying to get someone in authourity - that appears impossible using a telephone. I reach a service person in Chicago who listens to my tale but will not put me through to someone in charge. She calls Lynda and I get a call back from her.

Now after all this here is the topping on the cake. It seems Derek the installer is not scheduled today - some sort of glitch in the system I'm told.

Four months and not completed. I am going to make this personal. Lynda is either over worked or incompetent or is trying to cover up. How does she order the part originally and send out the installer without the part - clearly she had to reorder the part so she never had it. As for today she told me she would remind me - she didn't, she didn't even have the installer scheduled.

As to what I expect from this tale. I want this fixed now. I want someone responsible from Pella to call with an apology! - not Lynda! As for the salesman he said he would look after the situation and all he did was throw it in Lynda's lap.

Pella can spend all the money they want on fancy TV ads but it is what happens with the customer that your reputation is built.

Jurgen Eichler
[protected]

I am an architect and purchased a home with Pella clad windows and doors. This product should certainly be good when installed, but performance for clad windows should be measured in terms of decades. My windows were installed in the 90s and have leaked water long enough for the wood behind the cladding to rot in several locations. I contacted their local distributor, Gunton Corp., who sent a tech out and applied silicone sealant where the glass meets the cladding. This is ineffective since there is not enough depth to the sealant to act effectively and will fail. Their tech should know this, but like most residential contractors, he does not understand how sealant works. I have reached out to the company and they are not interested in standing behind their product. Crappy product; crappy company. I would not specify them on my projects and will not recommend then to any clients.

Waited 6 weeks for parts to be ordered. Take a day off from work. Be there between 11 and 2. Get a call at 1:30 that they are "tied up" the rest of the day. Reschedule for 3 days later. Leave work early. No one shows. I have to call customer service to find out the tech called in sick and they have rescheduled my appt for 4 weeks later. You screw up twice and I'm now waiting 10 weeks for the door to be fixed. TOTALLY UNACCEPTABLE

We had a contractor build a sun room for us. He went to Pella Windows someplace and got windows, however they did not have screens. The place told him that when a carpenter returns unused windows, the screens are taken off the window and thrown away. We have tried to get screens for our 5 windows and can not find any. We also can not find out how to tip them out to wash the outside of the window with out going outside. Can you help me. Thank you. Elva Anderson

On September 8, 2018, I received a quote from Pella.
On September 12, 2018, I ordered and paid for a Series 350 Pella Patio door.
On November 1, 2018, Pella was to install the patio door.
They called two days prior to the installation and said there was a delay and the door
would be installed on November 10, 2018. On November 9, 2018, I called Pella in Rockford Illinois as was told they could not install on the 10th. My new installation date was November 15, 2018.
They came and install the door but did not have all the trim parts to complete the
installation. November 19, 2018, I received a call from the Rockford, Illinois office, I was told the scheduled day to complete the installation would now be December 12, 2018. I live on a walking path, Walkers can look into my unit because and I cannot hang the new drapes I purchased. I need the trim work done so I can hang my drapes. My unit is now exposed to anyone who wants to look in. I also called Pella corporate and I was told they could not help me.
This company SUCKS. They are located in Iowa.

To whom it may concern,

I have reached out personally more times than I can count to the Pella center and left a negative review on Yelp — and will continue to do so wherever reviews can be left.

I bought this house on JUNE 18th, before which time Pella CONTINUALLY promised the previous homeowners that they would fix a window that had been broken AND paid for, telling them each week they'd call back if a tech could come to do it...

MY first appointment was scheduled (for mid-July) and the window was paid for already by June 18th, thought I know the previous owners had been contacting Pella in late May/early June. Since then, I've had:

1. a technician who cannot read a map (went down a wrong rural road and got stuck, then to avoid going up the road — which a Honda Civic regularly travels, mind you — asks me to pick him up and his tools/the window),
2. A technician who didn't bother calling me to let me know he wouldn't be showing up (after I got no "service window time" call, after having already provided my updated contact info). When they finally got him to contact me, he threw Pella under the bus that his day was mismanaged, that he'd be showing up between 6-8pm? Meanwhile, he made no attempt to call until I HAD TO CALL PELLA A HALF HOUR PAST MY SERVICE WINDOW. The rep promised to call me back, didn't, and I had to call to reschedule again for the next week.
3. My part went missing somehow...? I call back to make this next appointment, and the rep claims that they cannot find my window part in the warehouse and I spent 2-3 collective hours waiting to find out... (not understanding how this even became an issue to begin, as I was assured the window was arriving with that first technician in the middle of JULY!)
3. THREE DAYS prior to THAT next appointment (this would be the THIRD appointment rescheduling), Jenny has the audacity to TEXT MESSAGE me and tells me she rescheduled my appointment AGAIN. When I ask her to call to discuss, she conveniently ignores me, and also refused to answer my inquiries. Please note, she made no attempt to call me. I suspect this was an attempt to avoid any questioning or objections on my part.

Please also be aware that on ALL FOUR OCCASIONS, I had to take the day off because of their nonexistent communication — with no service window, I'm clearing my schedule. Obviously, three days before an appointment, I would have already re-arranged my schedule. Not only is my time wasted needlessly and carelessly, I am also LOSING MONEY due to Pella's inconsiderate and incompetent service and communication all around.

When Cary, apparently a supervisor, finally came to my house on 8/24, he tells me he is just now finding out that the tech who came to originally measure had screwed up and ordered the wrong piece of glass. So on my 4th appointment, August 24, a technician arrives for the first time AND YET THE RIGHT PART WILL NOW TAKE ANOTHER MONTH TO MAKE.

Adamantly, I explain to Cary the urgency of the situation — as I've done repeatedly with Marci and whatever other phone rep I've spoken to. We live at altitude, I've been put off on hold by Pella for MONTHS, and IT MUST BE AS EXPEDIENT AS POSSIBLE. Cary claims he puts a note to request expediency with the part order, and ANOTHER REQUEST for my contact info to be updated. He assured me the order would be placed, because I asked if I had to do it, or follow up for any reason. "No, they will call to reschedule when the window is ready."

I am beyond frustrated. I have spent hours on hold with Pella. I have spent DAYS taking off work, all to never be called by Pella to update what the time frame would've been for them to arrive. Now, a month later, still no update — despite numerous attempts to get in contact with someone. I texted Jenny as a last resort WEEKS AGO since nobody can call me back from Pella, though conveniently can't answer texts though it's apparently ok to send them for business scheduling purposes?).

Today, I speak to Marci to find out...

1. STILL, countless requests later (including one through a supervisor), my phone number and customer information is not updated — they still apparently can't maintain basic contact information for customers whose money they have already. I had to do it again with Marci today on the phone, but who knows if I'll have to call AGAIN and repeat this request like everything else.
2. That the window was NOT ordered, and the only explanation is that Cary "sent the order" and apparently "that person" didn't order it when the part SHOULD HAVE BEEN ORDERED 8/24. It is now 9/18. At this point, EACH REPRESENTATIVE I HAVE BEEN IN CONTACT WITH HAS BEEN AN EXACT METAPHORICAL EQUIVALENT of the last useless Pella employee.
3. When asked for a supervisor, Marci told me Andy was unavailable. When I asked for Andy's direct extension or line, Marci claimed she uses only her cell and does not have an extension. When I ask for the number, she proceeds to give me the generic 1-800 number for Pella. I am ashamed FOR Pella at their absolute failure to execute service, plan for it, or to rectify or resolve issues created by their own employees.

Now, my nightmare is confirmed: winter approaches, I live over 8000' altitude, and a broken window will now continue to affect my heating costs and efficiency. Pella gives ZERO care or consideration to this, takes ZERO accountability, and nothing at all has been done to rectify Pella's faults. I, however, continue to suffer undue stress and inconvenience MONTHS later. No recourse for inept techs and service reps. No actual attempt to resolve the problem they've created. The only person working toward doing anything IS ME, a customer whose parts and service are already paid for and the installation is delayed and delayed and delayed. At this point, I wonder if I'll have to take legal action to get my property and service carried through before 2019 ( — and even then, if you read the reviews for service by other customers on Yelp, because Pella website reviews are clearly curated and pre-screened, you would see evidence of techs causing more damage to the homes they've serviced. Ex: One reviewer detailed the tech damaging the surrounding drywall).

I am totally disgusted with the customer service I have received — people who tell you crap that's not true, or not in their power to promise, just to get you off the phone. Not only is there no follow through, I get multiple different answers from different people. How is it even remotely acceptable for the company to jerk me around OVER A WINDOW THAT HAS ALREADY BEEN PAID FOR.

My doubts and dissatisfaction with the Pella's entire Denver-area operations are experience based and seriously mounting. I have never encountered such low service quality. I wonder if any quality control for service and customer relations exists at all in the Denver area, since they don't apparently care about taking accountability screwing a customer over repeatedly.

At this point, since I am still awaiting the call I requested today (and likely will not receive, as experience with Pella has taught me), I want two things: 1. For Pella to take accountability and resolve my window situation by absorbing any cost to expedite and install this window BEFORE ANOTHER MONTH PASSES, and 2. Attention to the deplorable service at the Denver-area Pella location. I cannot believe there is a business that operates — and with such a self-touted, lofty reputation — at the level of chaos and mismanagement that IS BEYOND CLEAR here.

For this to NOT be addressed and continue on like this, it seems, would imply Pella's complacency with inadequate professionalism and service, and that Pella's above described failings are deemed suitable and acceptable business dealings for the company.

Please advise as to contact information for someone who can resolve this situation, as I will no longer be dealing directly through the lower level of service reps and supervisors that exist at the Pella center itself.

Charlee Bollinger

Through my contractor I purchased a Pella arched window costing about $2000. The framing around the window was never finished. The surface of the framing is rough with raw edges. My contractor spoke to his sales rep at the Paramus, NJ store and was promised that the issued would be addressed in a week or two. That was more than 3 weeks ago. I would like someone to correct this issue immediately.

I was given a choice between this window and a similar one made my Anderson Windows. I chose my Pella window based on the Pella reputation. It looks like I made a mistake. I am disappointed in the workmanship and the concern by Pella to rectify this issue

I will certainly be sharing this experience with all of my friends and on social media and advising them to not purchase a Pella Window as the company does not stand by their product.

Sincerely,
June Cafarella

We recently had 5 new windows replaced in our home. 3 on these new windows were functioning incorrectly. They slid the wrong way. A last year ago we had another 5 windows done in our home. Three of these also failed to work properly. The windows are splendid, but 6 out of 10 of them, like I said, don't function correctly. We aren't too thrilled with the malformed windows. The first time is understandable, but the second time is utterly ridiculous!