Pella Window & Door Stores

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.

Our window replacement with Pella was a wonderful experience! I would definitely refer them to friends and family.
We have a century home and decided on 12 of the 15 windows to be replaced. Natalie (sales rep) came and discussed everything with us, went through the house with us and put a quote together for us all in one day. She is very knowledgeable and friendly. She kept in touch with us all the way through our experience. Derek came to re-measure and he also was very friendly and got his job done quickly and thoroughly. Our installers (Viktors crew) had a two day job. They were great! On time, neat and tidy with their work, tools, scraps, etc. Very organized and efficient. I described them as a well oiled machine because they all knew what they should be doing throughout the entire job. We were so pleased with the Pella teams knowledge, professionalism and efficiency as well as the product itself, that we ordered another two windows on the last day of installation. Natalie came right over to provide us with another quote. I can't wait for my next two windows to be installed. I will definitely order the remaining 1 window from Pella when we are ready to replace it. Knowledgeable, efficient, professional and a personable group of people. Thank you Pella for everything!! Emily

My experience with Pella is very positive. John, the salesperson came to my house to do detail measurements and found me the right product for the replacement. The good thing about using a reputable brand is you can still find a replacement after 25+ years to match existing windows and doors. Ted, the installer did a professional job without damaging any of my trims indoor and outdoor.

After measuring our door twice, having us sign a contract and take our money they then tell us our door is too small. We could either accept a refund and get a quote for a custom door OR find another company. We accepted to have a refund. It took over a week for them to return our funds $3300. The customer service was very poor throughout the month working with them. I requested a custom quote (as they advised) and still haven’t received it. I’ve told friends and family to stay away. I don’t ever review companies but feel the need to warn potential buyers - go elsewhere

I have a 10 year old Pella large patio door. Our contractor accidentally broke the glass on one side of it. I called Pella to replace it. They sent a service person to the house who looked at the window...measured it...took the serial number of the window and took pictures of it in order to replace it. They told me at the time that the whole door panel including the frame and glass would have to be replaced on that side and that it would cost $2700.00 to do that. It seemed very expensive but I agreed to go ahead.
They said it would ready in 4 weeks. Sometime later I called Pella again to change the lock and check the integral screen as neither were working. They fixed them and charged me 169.00 for the visit.
The screen still does not work.
on the date they set up the delivery guys arrived with the new door and upon inspecting the existing door...said that the new door that they had would not fit in the frame. I told them that the installer that came to measure had taken all the info and that there was no doubt about the age, type of door or the replacement needed. They said that it wouldn't fit and that it would have to be built again.

I called customer service at Pella Canada and talked to Flo. She said that they would put a rush on the replacement as it was Pella's fault that this had happened. She said she hoped it would be about 2 weeks as it was their fault.
I didn't hear back from her for sometime...so I called again and she told me that the first available installation date was November 14, 2017. ...fully 6 weeks longer. I was very angry as we are trying to rent our place out and now can't as the window is broken. We will be losing a month's rent because of their mistake.
I asked to speak with Flos superior and she referred me to Nardina the acting supervisor. I left a detailed message for her and she has not bothered to return my call. Obviously my concerns are unimportant to Pella. They are a big company and don't seem to care what their smaller customers think or what inconvenience is caused to them.
I bought Pella because of their reputation. I was so angry I started looking online at reviews of their service. There are many, many complaints in Canada and even more in the States. Customer service is poor and there is a total lack of interest in their customer's concerns.
I am shocked and disappointed in Pella. I can't believe that a company with their high profile would treat customers with so much disregard. Doesn't make sense to me.

We wanted a Pella sliding patio door with the blinds built in. It was easy enough to have a sales person come to our home and provide a quote. We agreed to proceed with the purchase and it has been nothing but a HUGE headache since then. Someone came to do the measurements and the door was to be installed about a month later. I got an email about a week before the install saying that the installer wanted to chat with us first, what time was convenient for us? I replied with times but never heard anything back so I assumed we would either talk on install day or there was no longer a need.

On the day of our install (after we had made arrangements to be home for the day, cleaned and decluttered the area), I emailed our sales person to see if he had any idea when the installers would arrive and got a reply saying my install was no longer scheduled for that day. No notice had been given to us at all!

I was told that a 'master installer' had to come out to the house first as there may need to be some added work done to the space before the new door could go in. After several days of follow up, a master installer came about one week after the original install date and gave us information and pricing on what needed to be done. We agreed to it, signed back all the paperwork and worked out a date with the master installer when he was free to do the work. I emailed our sales person to update him and asked him to confirm the new install date. That was two weeks ago and for some reason, this new install date could not be confirmed, nor could an alternate date be given. There has been no reason given for the continual delay and it has become my part time job to follow up every day to find out what the hold up is and when we will finally get our door installed.

At this point, I have asked to speak to a manager and just want a refund for our purchase and will go with another company. This customer service, communication and incompetency has been unreal. I expected so much more from Pella and am so disappointed with how this has been handled. It shouldn't be that hard to complete an order!

Update: I was really hoping to update this with a good news ending but that is not the case. Although we were contacted by a manager who assured me that he would see our installation through to the end and make sure it got done, they didn't show up for the agreed upon delivery date.

I am actually flabbergasted that they have dropped the ball again after seemingly trying to get things back on track. We were offered a small financial compensation and agreed to move forward with a new installation date. But that date was today and no one showed up. I have left two messages for the manager that assured me he would make this right and have not heard back from him yet.

At this point, I will be escalating our experience again and will only be happy with a full refund. So disappointed and frustrated.

We wanted to replace Builder's doors out of our kitchen and, since we had been pleased with our Pella experience in our our previous home, decided to contact them again. Kent Foster came to our house to explain the options and pricing and was very knowledgeable about the product and pleasant and professional to deal with. The doors were ready pretty much on schedule and the two gentlemen who did the install were nothing short of awesome. One item of note is that the screens we thought we were getting were not part of the original order and, upon reflection, it was a miscommunication as much on our part as on Kent's as we asked him to prepare several quotes (in fact, the final order we signed clearly did NOT include screens) - all I can say is that Kent and his Boss, Jon Buchanan, went above and beyond to rectify the situation and, for that, we are very greatful and we couldn't be happier with the end result.

Aaron M

in the last week
Horrible customer service post install. Impossible to get them to fix a poorly installed window that is leaking. First they send the "service technician" who literally flooded my back yard with my garden hose trying to show that the window wasn't leaking. Meanwhile water was running inside of my house causing more damage. They then accepted the fact that it was leaking. Thanks captain obvious. At this point they left my window completely dismantled on the inside and said the installer would come by the following week. A week goes by and nothing from Pella. I call to follow up and this is when I discover that Pella uses independent contractors to install their windows. I'm told the installer has to call me to set up the appointment. Another week goes by and nothing. I call Pella again and they want me to chase down their installer. I remind them that this is their installer and it is their responsibility to get this person to fix the window. Another two weeks go by and nothing. I call again and get the same response. It has been over a month and a half now and Pella has still not come by to fix the window. Basically the installer gets paid by the install and has no incentive whatsoever to repair their faulty workmanship and Pella defers any responsibility for the repair onto the installer.

To summarize, Pella is great at providing the windows at the time of sale but their responsiveness to deficiencies is atrocious and they really don't appear to want remedy any issues with their installations. It's completely amateurish.

We have a house with all Pella windows. The windows have been in for 10 years and have a 20 year seal warranty. I contacted Pella on there website regarding a very small bathroom window and the site said I'd receive a response in 1 week, it took over a month. I was then asked to submit a photo which I did and measure the glass are, which I also did. Then I receive a contract for $490.99. The photo clearly showed a haze or film between the sealed glass panes. They respond: "No, because this is not a seal failure. If there was a seal failure there would be condensation between the two panes of glass." I respond To Natalie and the operations manager: "Hi Natalie/ Cam"
Now I'm really confused.
There is a film/haze between the 2 layers glass, how can this not be a seal failure.
At my last house which had Pollard windows this happened 2 times and they called it a seal failure, replaced the windows and only charged me the service call.
Cam I'd like you're input here please.
I have sent about 4 emails since to both of them with no response. It appears they do not wish to hour their warranty.

When we moved into our home, all the windows had been replaced with Pella windows except for two, and coincidentally an offer came in the mail from the company so we decided to replace them. I sent an online request and no response for several weeks, so I called the number listed. They told me that someone would call me from the local office, and no one did. Grrrr! Finally, my husband called the Toronto office directly, and they promptly responded. We had a great in-home consultation with Jason to take measurements and pick fixtures and finishes, and they were very flexible on pricing (which is typically higher than your typical window company, but they are very high quality windows!). Very knowledgeable and friendly and really took the time to understand our needs and budget rather than pushing things on to us. Another gentleman came a few weeks later to take more exact measurements and verify finishes, and a month later a team of four came to install our two windows at the agreed upon time and they did a great job! They were quick, tidy, professional and we love the new windows! They even helped to adjust something in our older Pella door as well. Other than fixing their CRM at their global headquarters, dealing with Pella Toronto was great and we would highly recommend them! Thank you guys!