Pella Reviews 

1 year and the job still isn't done!

Pella Windows and Doors may boast about the quality of their products and the expertise of their installers, but their project coordination and communication leave much to be desired. While their windows and doors may be top-notch, their ability to manage a project is anything but.

The project coordination was an absolute disaster. When problems arose during the installation, Pella's communication was utterly unhelpful. It was like pulling teeth to get a straight answer or any semblance of accountability.

The frustration reached its peak when we tried to reach out to their customer service department. Our complaints fell on deaf ears, and we were left feeling like nothing more than an inconvenience.

While their products may be of decent quality, Pella's inability to effectively manage a project and communicate with customers tarnishes any positive aspect of their company. Pella Windows and Doors have failed to live up to their promises, and we will never make the mistake of dealing with them again.

Pella are useless. Their website explains little to help either customer or prospect. They are really unhelpful. Trying to get some basic price information and it’s impossible. I am an existing customer and anything remotely after sales is poorly dealt with. The product is really good though however dealing with the company is dire.

Pella service recording loop talks of relentless effort to help customer.
I need frame parts for a patio door. Pella could not provide frame parts.
The service recording over promises. Pella service for my patio door did not meet my needs.
Pella in my situation let me down.

The worst company and materials. Since the beginning of installation nothing seemed to work. The installer said my key to my new door didn't fit into the new lock for my door, -cylinder-
So I wouldn't be able to lock my brand new door. I felt I was at his mercy... I needed to lock my door. He said would go to a hardware store to pick-up a new cylinder. He did install it but it didn't fit my door and spun around in the lock. It took 3 next appointments and seven months for a technician to say I needed a new door hardware.
They did replace it ... phew nice job guys & just I came home used my key and it doesn't fit into my cylinder. So I'm waiting for a locksmith to show up to let me in my house. And by the way the new door it self is so fragile it scraps and nicks so easily, the installer said "well it's black paint it shows everything" what it shows is the white coating underneath the black paint.
Don't waste your time, money and energy with pella... as I write this waiting for a locksmith.

I have hail damage to three screens. Called customer service to order replacements. Gave them the screen measurement. They said I had to have serial number. There was NO serial number and they didn't have my original paperwork even though it was only two years ago. Told them to close my ticket. Will live with the holes. Unbelievable!

I'd give this company a zero if I could. I'm reporting them to the Better Business Bureau for theft of services. As a contractor I purchased a patio sliding door for a customer 60 in by 80 in, in a fossil color. Get the door in and there's no handle or lock mechanism with it. This was purchased from a Home Improvement Center that went out of business a week ago so I go to one of their other branches and express my concern they said was the box and package closed or open I said it was closed they said then you have to contact Pella. So I do just that and it sounds good when you listen to the recording how they just have the utmost respect for quality and service for their customers and they stop at nothing until they are pleased. Well that's a bunch of BS. They tell me that it could have not happened from the manufacturer that it had to have happened for my Lowe's Home Improvement so therefore I have to spend $347 and change plus tax for a new handle I said that's absolutely not going to happen she said well I don't know what to tell you cuz we're not giving you one we already gave you one I said now you're calling me a liar lady. So help me God this company will go out of business before I'm done with them

Horrible. I would give them zero stars if it was an option. As others have said, we had so many problems including defective windows and door parts that were not replaced even when under warranty, some items ordered that came in different colours that they did not replace, one door that broke within a week, etc. The Victoria office owner is incredibly rude and they don't respond, they have yet to fix broken handles and window that are still under warranty.

My daughter uses a wheelchair and I wanted to replace my patio door to allow for easier access to the backyard. My existing door was only 6 years old so it wasn’t in need of replacement .. the Salesman, the measurement person came to my home assessed the space, measured the space . We went to the show room with my daughter to ensure her wheelchair accessibility worked. THE INSTALLER SAID HE COULDN’T DO WHAT THEY SAID WE COULD DO .. SO WE NOW HAVE A DOOR THAT IS EXACTLY THE SAME AS THE OLD DOOR BUT WE ARE OUT $9000. DO NOT USE THIS COMPANY , THEY WILL NOT TAKE THE NEW DOOR BACK AND PUT THE OLD ONE BACK IN . I AM NOW TAKING IT TO LITIGATION !! BEWARE

Do not buy from Pella Windows and Doors they have yet to properly install our doors. We ordered them last June!!! The doors arrived at the warehouse in October. The half assed installation is a joke. Started the end of November. Continued in December. They then demanded full payment without completion. They promised to be here January 31. They still haven’t come. They aren’t wind or waterproof! So we have a brand new home being ruined by pella.

We’re told these are good windows. They are if you like cold air coming through. Very poor quality. Would not recommend. Spent $15000 for garbage.

Purchased 4 Pella vinyl windows from Lowes in FL late 2020 did not receive for several weeks due to Covid (everyone loves to blame.
Installation crew was considerate and did thew job adequately, we have a cinder block house and the old windows were, old . Thought new windows with impact resistance would be the right thing.
So finally had a heavy rain and the water started backing up into the house! around the edges of the widow onto the drywall and under the flooring on all 4 windows!!! Frantic my wife and I are mopping up water off the sills all nite. Notice that water is building up in a trough below a plastic cover that should lead to the weep hole's , so stay with me, I take the small covers off the weep holes (in the rain) thinking they are not functioning properly, No help.
So a night lost, and we make the call to Pella service and they send out a tech fairly quickly (hooray) in the meantime my wife is able to suck out of the trough approx. 40oz of water!
the tech arrives and I explain the plight of these none functioning windows and he pops the cover off the "troughs" and says the "weep holes are not drilled out" I'm floored as a mfg. eng. that is a product failure and should be recalled!!! Shouldn't one mold in the weep hole for proper functionality? or factory drill out the weep holes so not to penetrate below the trough and cause the water to accumulate below the widow on the sill?
Service had no help not covered under warranty now I have to pay to replace drywall and flooring?
PELLA is a HORRID company, and have a HORRID product they do not back up!!
Again all 4 windows had this problem how many more are out there waiting for a good rain and cause mold and other damage to one's home.
Time to go to the next forum I can find and reprint this sad accounting of a company.
Pay for my repairs or pay half the costs for the windows

Well i had the worst experience for a $75K order I placed, the executive team and anyone at the Pella office were no help to solve any issues. Check out BBB reviews first , you will know what I mean. Never again.

Absolute worst experience from start to finish- not worth the money AT ALL! They were adamant about a 50% deposit for our doors/windows - ordered in April, after months of asking about our order with continuous apologies for factory delays, they were finally installed 6 months later. We explained when we ordered the doors that our ultimate goal was to install digital keypads on both of the doors. The hole for the deadbolt was cut so sloppily that after 3 attempts from other locksmiths, we are still unable to have a digital keypad installed. We have paid 3 locksmiths to fix the crappy job that Pella did. The installer forgot to leave keys for one of the doors, only left 1 key for the other door. They subsequently sent 3 more installers out to fix the mess that the first guy made. No one read any of the notes on file. They ruined the paint job in our kitchen when they taped off during installation. Happy to provide names of every useless person that we spoke to on the phone. Customer service was awful. Ultimately, we have new doors, but because of the shoddy installation job we will not be able to add our digital entry pads on either door. Not worth the money at all. As a realtor, I will never refer them to any of my clients. I couldn't believe the original salesperson actually asked us to leave a Google review before the doors were even installed. I'm so glad that we did not. Horrible, horrible experience from start to finish - not at all what we expected by going with the "top of the line" doors. Huge waste of money.

something is funny with our situation. we put in impervia windows in a 4 seasons room. bill was $38,000. we assumed installation was included. We also were working with a contractor who turned out to be less than honest. We found he had padded one bill so we called Pella to question the extra installation cost of over $6,000. they would not give us any information. they insisted they did not install our windows that they had no record of it and thus knew nothing about the bill. We were home the day of installation and a Pella rep was on site and all the men wore Pella T-shirts. We told them we had fired our contractor and we had no proof of purchase or information re warranty on the windows and could they send us something...anything. answer NO. Found out later that the pella salesman and our contractor are buddies. when you have no information to prove otherwise one assumes the worst. I will not make direct accusations, but something does not look right here. Later I spoke with a friend telling them my experience and they said they had a relative who worked for pella and quit because of their poor business practices. We only used them because of our contractor. stay away. In a previous house we used Anderson windows a high grade and they were wonderful in every way. I hope at least these windows from Pella will hold up it has only been several months that they have been in. my date of experience is not exact. I am using the invoice date from our contractor.

2 Problems with Pella
1) I bought Pella patio doors which were installed in mid summer without the screens. Had to wait over a month to have the screens installed- meaning had to keep the doors closed to prevent bugs from entering the house. Basically they were useless for that period.
2) Winter arrived and the patio doors LEAKED COLD AIR IN LIKE SIEVES. I reported the air intrusion and it took over a month to have technicians out to adjust them. They determined the doors needed to be replaced as they were FACTORY DEFECTS.
I was informed it would be another 2 months before the new ones would be installed. Instead of receiving energy efficient patio doors I had porous energy wasters. Which meant I paid for the extra cooling for AC in the summer and additional heat in the winter. Was Pella concerned? Not a bit. No phone call from their customer service. Crickets.
Terrible company with an expensive product and awful customer service.
Buyer beware or avoid is my suggestion.

I have 57 Pella windows. They have done a good job for 32 years in a very volatile high desert climate.

The time is coming for full replacement for all 57 windows.

Will I use them again?

Probably not, because their service department is ABYSMAL. The product is fantastic. The service is pathetic.

The gardeners broke a slider. Pella wanted full payment upfront, so I paid the 2300 bucks the same day.

That was in September.

It's now January and the window is not installed yet. They ordered the wrong part and then tried to push installation back to March.

I waited for an appointment today and no one even showed up. I got a new date, but am out another day of my life's time because of their scheduling incompetence.

What kind of idiocy is that?

Frankly, They'll be out of business if they keep screwing up. Selling a good product is just the very first part of customer relations.

Follow-up is everything.

1) Failure to even answer phone calls?
2) Failure to show up as promised by appointment, two weeks in advance?
3) Failure to order the correct part?

Not impressed at all.

Why should I spend another $100K with a company that doesn't even care?

We had Pella Calgary install windows in our dining and living room areas along with a front door with two sidelights. The Pella representative who took the pre-installation measurements for these products managed to get the measurements incorrect three times. This resulted in on our finding out the day of scheduled installation that the wrong size products had been ordered and we would have to reschedule. Once the products were eventually installed issues soon became evident. Issues such as frosting and ice appearing on the interior of the windows in sub-zero temperatures, frosting on the interior of the front entrance way (though not on all legacy builder grade and installed windows). Bowing on the exterior jamb liner of the dining room picture window frame. These issues were looked at during warranty and band aid solutions were applied (ie re-caulking around interior of window casing, re-application of weather stripping that had prematurely worn due to an unevenly installed sill on the front entrance. Pella service has been consistently irresponsible and careless. Increasingly bizarre excuses were offered by Pella support for the poor performance of their products. I would highly recommend against using Pella Calgary

Nice when I was buying . Installation is 3 doors went fairly well. Paid 10,000 $ However. I could not get storm door to lock one month after installation. Someone came out and rehung door. However stripped molding and now 5 months later, Still not fixed . Have made multiple calls and even stopped by Show room several times . Not impressed with customer service and the guarantee is not worth the paper it’s written on . When I’ve called service number , can’t get the storm door department.

Our local Pella (franchisee) replaced our front exterior door and sidelight in 2020 . It took them almost a year and three installation attempts before we had a door and sidelight installed. The initial install had to be rescheduled because the door and sidelight were made with incorrect measurements. The second time, a properly sized door and sidelight were installed but the installation was poorly done and the sidelight had seal issues. This was agreed with by the sales person and the door manufacturer's representative. A third door and sidelight was ordered and installed. I will reiterate that the door and sidelight provided were NOT Pella products but were made locally by a "Pella approved" company. We requested a final invoice after the work was completed but did not get one and the salesman became unresponsive after the "final installation" so the only paperwork we have from them is the initial quote. It's been a year and a half since the "final installation" and the door is now not closing properly and the weatherstripping at the bottom of the door has torn apart due to it rubbing against the step plate. Our old wood sidelight and wood door was over 50 years old and I cannot foresee what they were replaced with by the Pella franchisee lasting that long. I cannot recommend Pella as a whole because they are selling you products and promises that may not be delivered by their franchisees.

We had sliding doors installed. The metal skin on the outside is bubbling.
The warranty they post on the internet says LIFETIME. Pella hides behind voicemail and emails. Save your money and go with someone that supports what they build.