Pella
Reviews and Complaints

A Pella crew is currently at my home in Empire, Michigan installing a 400 lb window. One of the workers was wearing a baseball cap emblazoned with the confederate flag. I told a gentleman wearing a Pella jacket (assuming he was the crew boss) that I didn't want what I consider a racist symbol on my property. I checked later and the other guy was still wearing the hat. I asked the crew boss why and he said the guy didn't think it was racist. I stated that he could wear a different hat and we would even give him one if he needed a hat. The guy with the hat walked off. Later on, I tried chatting with the Pella jacket guy but he wouldn't even answer me. I asked him why and he said it was because they lost a crew member. I feel that I was quite reasonable in offering a solution to the problem. Does Pella allow racist symbols on its workers? I worked in technical support and sales for 30 years for a company and, if something like that happened, it would have been dealt with immediately. We received training each and every year on how to be sensitive to each other and to our clients about these types of issues. My husband just told me that one of the workers apologized for the guy who left and I do appreciate that. However, I would like to hear that Pella has policies so that this type of thing doesn't happen in the future and that customer satisfaction and respect are extremely important.

I've order Pella window sash replacement it took me couple of weeks to do that,
Then couple of weeks after filing the payment information I've try to contact anyone at the Coldwell parts location to find out if my order was processed, no respond on emails and not possible to contact anyone over the phone, I've call them few times a week .
Finally when I arrive there they told me the window is there but I have to came back another day to pick it up,
So after 4-6 week process I happy that I've finally get my window sash witch is wrong size
About few inches either direction
And since three week I've called 3 different customer service number and no luck yet .
My last conversation with corporate customer service was they will get in touch with in a week ., 😳, just to answer my call
Is this a joke

I have ordered full windows for a new construction and two doors from Pella back on May 4th 2018, I was told the order would be here on the 9th of June that day rolled around then told two more weeks that day rolled around and still no product. The Pella store is located in OKC OK and now there are telling me July 9th if that date they would know something. I already paid cash in full for the shipment of over 15000.00 in product and still have no product. Is this the way a consumer should be treated at this point I feel like I need compenstation for having to wait way to long for my products and if they should not come in on the 9th of July I want full refund of my money and I will seek product elsewhere. My whole new home is being on hold because of not having the products that I have ordered. You attention to this matter is greatly appreciated.

Michael Garza

Item # 579993 Model # [protected]

Pella Traditional 96-in x 84-in Insulated White Single Garage Door.
The hardware was missing the angle supports for the track rails, 8 screws, and 1 right and 1 left end hinges. I emailed [protected]@PellaGarageDoors and they pretty much told me to go back to Lowes. Allix Bishop from Pella Garage Doors, www.pellagaragedoors.com is the person that emailed me back after three days.

Lowes could not open another box to give me the hardware that i needed to install my new door. Can you send me the missing parts.

To whom it may concern,
You were suppose to drop off replacement screens on site and they were never received. I called the delivery driver and he said they were dropped off at the garage which they weren't after checking. Please email and call me back at [protected]@icloud.com and [protected]. We would also like someone from the Pella service department to install the remaining door wall screens and window screens to avoid future call backs. As stated in our previous correspondence we have one window leak in the master bathroom that we would like addressed.
Thank you for your help,
Kyle Lamanen

2 designer series windows -- one south side, one north, both bottoms rotting between the 2 panes. The only possible reason is that the seal failed between the glass and the frame yet KC says this is not covered. Apparently this seal failure is a long-standing issue. KC family llc is the distributor. They boast that 'single point accountability' is their values statement. Run. Do not walk. Both the product and the company are substandard.

I have notice rotting on the widow framing . After removing the siding directly under the windows the sheeting is all rotted. My pella windows were installed in 1998. All of the windows with a center stile two window unit are the ones with the damage below the windows. The frame of the window has settled to the outside leaving the sill no longer level.

We went into our local Lowes store in Stillwater Okla to purchase a storm door for our home. After looking at our options between Pella and Larson. We decided to purchase your storm door item number 874968. After we where unable to find the door we asked for help and after several pages we finally recieved some assitance and the sales associate was not able to locate a door. He told us that they recieve door shipments every friday and he suggested we check back next week. I mentioned to him that it was saturday and asked if they had sold out that quick. So today I contacted Lowes chat online and asked how would be the best way for us to purchase the door. They suggested that I have one delivered from another town thats an hour away from us and pay the delivery charge for the extra miles. I decided to contact you instead of Lowes to let you know there is a storm door shortage at Lowes stores in Oklahoma. I would like to have somone contact me to discuss my options to purchase your product.

I purchased around $8000 worth of your windows. Within two or three months two sash springs broke and someone was sent from Pella to replace them. This has happened to 5 or 6 of the windows out of 8 that I purchased. Now I have 4 windows that will not open due to this known issue that has happened from the beginning and the windows are out of warranty. The house is a remodel that has taken 4 yrs to do so some windows were never opened and broke the first time I tried opening them. To pay a lot for windows that don't work is ridiculous and I should have demanded that they be taken out and my money refunded. They are the cheapest made windows I've ever seen and not worth a tenth of the money I spent. I am so upset about this because as a 73 year old retiree, I have no job giving me a big income to just eat these windows. I would like to have my money back and you can have your windows. You flew someone down to Florida to fix them several times but they just keep breaking. I have documentation via Lowes and paperwork that was left by your repair people.

When my husband and I built our home we had Paella windows and doors through out our home, Our French door handle is broken, we call for replacement parts. We got a price of $300.00 or more just for a handle replacement.
I will not recommend using Paella to my friends or family whom are building and or remodeling their homes. You would think since we've spent so much money on your product that getting replacement parts would be reasonable.. That is not the case with Paella.
Thank you for your time.
Very unhappy customer.
Becky.

I have a leaking Pella window (a fixed arch) that I reported to the Haverhill, MA service manager, William Borque back in April. Since then I have not heard anything from Mr. Borque about the status of the new window to be put in. Five months with no response from my email and voice-mails. Nothing. Every day this lack of service goes on the more water damage to my home (the sheetrock is buckling from water seepage).

This current incident is the tip of the iceberg. This window has had leaks since 2011. It has been "repaired" several times by the Haverhill service department but each time it still leaks. I can clearly see a design flaw that is causing this but I have been told that is a normal aspect of the window. Over these yeas I have spent almost $10, 000 paying Pella and carpenters to fix the window. I am fed up and need you to address this.

I purchased brand new windows from Pella in the summer of 2014.
In 2015 I noticed that the screens on three of the windows where broken and called Pella Customer service they advised that they would send replacements as Pella offers life time warranty on their products. 6 months later I still do not have the products and call again. After being transferred over 6 times on numerous calls I finally gt an answer that someone cancelled the order without advising me because they didn't know how to ship the product to Canada. I am told this is a mistake and they will rectify the issue and have to sent to me right away. 4 months later I finally get the Screens... so this has taken almost 1 year to replace my screens. Three months later I get collection letters from Pella Demanding payment for these screens and delivery charge. Needless to say I am very upset by this time. I have now left numerous messages and tried calling numerous times with an answer each time that I will have someone call me back. Or I end up leaving messages with no one calling me back. It would seem this company does not know how to manage or are able to uphold their policies well.

DON’T use Pella. I purchased eight windows and three patio sliding glass doors from Pella for over $17, 000 (before discounts), which were installed in November 2014. When the black PVC trim on the patio sliding door warped, I found out that Pella had knowingly installed a defective product. According to a Pella Senior Logistics Supervisor “When PVC is painted brown or black, it was[will] absorb so much heat that it will warp ...” Pella knew the PVC trim would warp and installed it anyway.
After I made a warranty claim in November 2016, it took over six months for Pella to complete the repair. They brought the wrong part to the first appointment, and after a month, when I contacted them to inquire on the repair’s status, I was told that it “fell through the cracks” and the matter would be escalated. Pella then canceled the second repair appointment because they did not have enough material, and the third appointment was canceled because not all the repair material was painted. Pella finally installed a replacement material on the fourth appointment, but the material did not work. So a fifth appointment was scheduled to repair the trim, and then a sixth to paint the repaired area.
When I contacted the General Sales Manager of the Pella store where I purchased the windows and patio sliding doors to discuss some of these issues, he was, in my opinion, adversarial, disrespectful and rude. His responses gave me the impression that Pella was not going to take any responsibility for its numerous mistakes.
In summary, (1) Pella knowingly installed defective material; (2) Pella’s customer service on this warranty repair was atrocious; (3) I had to take personal time off work numerous times (which I can never get back) trying to get this repair completed, which was delayed over and over due solely to Pella’s errors; and (4) it took more than six months for this repair to be completed as a result of Pella's mistakes. Pella’s marketing materials state that "At Pella, we're committed to doing things right..." However, my installation and their customer service was not "done right."

I recently ordered a PELLA sliding patio door. First of all, the sales person led me to believe that my door would be made to "fit" the door opening, meaning the size of the door it was replacing. When the contractor came out to measure, he advised me that I would be losing an inch and a half on each side (width-wise). Then, on the day of installation, the contractors discovered that PELLA factory did not not send all of the necessary parts for the door (i.e., the track, pieces to hide screws, etc.) AFTER they had already performed most of the installation. They had to cut a piece of PVC for the door to rest on and then caulk the door shut at both top and bottom.There has been no sense of urgency on Pella's part to rectify this situation in a timely manner. It will be 13 days before the pieces will be installed and this is just UNACCEPTABLE. I requested for them to just install my old door, and unbeknownst to me they disposed of my door the day of the installation. I was told it was "in a dumpster somewhere". Again...UNACCEPTABLE. Not to mention, this is a safety issue now! I have asked to be compensated for this huge inconvenience and what they are willing to do is unsatisfactory! BOTTOM LINE...DO NOT BUY FROM PELLA!

Had a Pella door that was originally installed when the house was built. It leaked and eventually the metal skin on the top of the door ripped. Pella did send a replacement door and I decided to pay the Extra to have the Pella installation group do the install due to the problems we had experienced before. We had another issue with the door not fitting and I called to have them come out and service the door. The installer used a 4 " screw thru the threshold that leaked eventually leaked thru under to our hardwood floor and subfloor unknown to us at the time. The pictures are worth a thousand words and cost me some more money in the long run repairing the hardwood floor and subfloor. Never again!

2 year old double doors with blinds. Door knob didn't work from the start. They sent a repair person, but it is still fussy. The Blinds between the panes were sticky from the start. After a few cautious uses, they stripped at the cords and started sagging. I immediately called Pella, 6 months ago, spoke to a customer service person, but they never followed through or got anyone out to us.

two years ago we contacted a sales rep at Pella windows here in Montreal, we needed to install one door and one window in renovation project.
The sales rep came and took the measurements and we discussed the finish of the glass, since the door and window are lose to the sidewalk we asked for a frosted finish . The door and window are right next to a large garage fitted with frosted windows that was then just installed.
When Pella came to do the installation we realized that the frosted glass finish was not at all similar to the finish on our garage door glass finish, it was more like a "drops of water "type of glass finish . We told the Pella team that the finis was not what we thought we were going to get, they where from then on disgruntled and unhappy.
They proceeded to install the door and window any way . After inspecting the installation we noticed that the window installation was not level and the top half of the window was not air tight, in addition we also noticed the caulking job was really messy, uneven and unprofessional .
We complained to Pella, to the rep and to the director, and we where really not well treated .
After tough negotiating they agreed to change the glass finish and reinstall the window. It took one year before they did that.
The team that came to reinstall the door and window did a worst caulking job than the first one, the window is still not level bur better, now the door was reinstalled in a manner that it does not close tight enough and water infiltrates inside, plus, the door was installed too close to the floor so the rubber insulator is now half way off of the base of the door!
This company has no business doing this for a living, they do not have the expertise, thoroughness and professionalism to come into a project and do a proper job on their own . From the sales rep to the regional director to the installation team, none of these people was qualified to properly analyze what was a very simple project .
We are absolutely disappointed and frustrated by the service provided by Pella, we can certainly blame the director Michel Cote that was rude and intimidating, he is clearly the reason why the rest of the team is so unprofessional .
Francis Lord
779 DeBienville
Montreal

We purchased 21 Architectural series windows all with impact-resistant glass from Pella and had them installed in early 2013. One of the units was incorrectly manufactured. It was a triple window and arrived from the factory and was installed (we didn't have a choice) with two windows of one style and the third (attached) window was a different style completely. It took Pella 2+ years to replace this. During this time we had a number of smaller issues (bowed screens, gaps, etc.) that were attributed to "installation" errors but were eventually corrected. Since installation (about 33 months) we have had three windows with seal failures and three windows with water infiltration. Each time, a Pella rep was sent out to investigate, new windows ordered and installed. Each time it took about 3 months from call to resolution. The seal failures happened within 24 months of installation and were covered under warranty. The water infiltration happened shortly after the expiration of the 2 year labor warranty. When I called to report the problem no mention was made of a labor charge. When the technician arrived to inspect, he mentioned there might be a labor charge to replace the windows. I stated to him that I did not feel this was fair. No further mention of a labor charge was made until weeks later, after the three windows were replaced, the technician informed me there was a $770.40 labor charge. I find this outrageous. I did not pay the technician. Two weeks later, I get a certified letter from the local Pella distributor threatening to sue. I don't know how this will turn out, but if I have to pay for the labor to replace these faulty windows, I will make sure that everyone I can reach through social media understands what buying a Pella product could mean to them. My customer # is [protected] and the invoice in question is PCSINV000071898.

Despite Pella’s claims about quality, reports suggest that the windows are susceptible to water intrusion (water leaks) and wood rot. My home has Pella windows that have been vulnerable to water penetration in the window sash, leading to wood rot and window failure. Furthermore, because of the aluminum cladding, the damage is often not visible until it reaches advanced stages. In this case, after the warranty period had expired. I am now facing having to have most of the entire windows and frames replaced.