There seem to be serious problems with Pella ordering process, production, quality control, coordination and operations in general.
The only process that ran smoothly was charge to my credit card.
Here is my story:
In July 2017 after long discussions and negotiations we ordered full set of windows and doors (52 openings total) for a new construction custom home. The order was based on blueprints which called for the same style throughout, exterior finished in stone. Some large windows were to be assembled by Pella on site on arrival. On Friday, September 22nd the windows/doors got delivered and off-loaded outside of the house. No assembly's been scheduled - one would guess that over 2 months would be sufficient to get the assembly date, but the only response we got to this that the assembly team is very busy and they will call us back. They never did.
The windows....Where do I start...
1. There are 11 designs of the window frames throughout the house. Sometimes the frame is different in the same window (not sure how this could be done). It looks like the windows were made at different facilities without coordination.
2. There are jambs in the middle of some windows, at different positions in the same model
3. All windows were supplied with fixed nail fin - this ended up in substantial installation cost increase as we had to hire different crew and a crane
4. Large windows have no reinforcement, something rattles inside them, it is not safe to be near them during windy weather.
5. You can see through cracks in window frames (picture attached)
6. Energy efficiency is not for Ontario ( all windows have BC stickers on them)
7. Basement and attic windows were made for regular locations, they can not be installed inside concrete and non-climatised areas.
8. Spacer between glass is of different design/different functionality
9. According to an independent expert report, these type of window are conceivably used for sheds and non permanent dwelling structure.
There are dozens of other issues, I can continue for another page or two.
HVAC specialist who is installing ductwork and furnace said that with these windows it will cost thousands to keep the house warm or cool.
The city inspector said that the windows would not pass the city inspection.
On October 2nd Pella rep arrived on site, inspected the windows and assured that everything will be taken care of - windows will be replaced with the lead time shortened to 2.5-3 weeks. Not very happy about it, but things happen and if the company is rectifying the mistakes, I can be understanding. Little did I know that Pella would simply abandon the entire situation.
To make the story short, the windows exchange never occurred. After 3 weeks and my numerous emails and calls I realized that something is wrong and somehow Pella is not interested in fulfilling their part of the contract by delivering quality products.
I contacted credit cards and filed a dispute for the full amount.
I emailed Pella CEO in the USA, billing, customer service off the website, got hold of the production manager who said they will clarify the situation and get back to me.
I explained that this is a new construction home and it's beginning of winter. Besides costs of delays and halted construction, if the building envelope is not closed off the entire structure is at risk.
Silence. I guess this was not just a chain of
One would think that it is a matter of good manners to respond to a customer. Not Pella.
To summarize - total loss from dealing with Pella is about $78000 and the clock is still ticking.
Perhaps I should have paid attention to little warnings during the ordering/delivery process, such as:
a) I had to verify order 5-6 times and every time found errors in sizes, left windows being more expensive than the right ones (still have this quote), etc
b) delivery team told that they have never seen windows like these delivered for custom home and suggested to cut of parts that were sticking out
c) assembly team should have been scheduled together with the delivery.
In any case, I will be taking necessary actions to resolve this situation and ordering new windows - at this point I would not take Pella replacement windows. The question is who will compensate my time, about 600 pages printed, faxed, emailed to bathe with Pella.
If I could turn back time, I would not even come close to Pella showroom, let alone order from them.
The attached pictures are self-explanatory.
- Company Response
Thank you for your feedback. We are extremely sorry to read about these chain of events. I have looked into and understand that our management team is working with you towards an amicable solution. There were some clear misses made in this project and for that we apologize. We have built a history of more than 90 years of supplying quality products and services and value our reputation of meeting issues like this with fairness and honesty. I understand that a resolution is underway and wish you the best as you work towards completion of your project.