Pella Window & Door Stores

We recently had Pella replace our aging front door. The install was done poorly, with the latch not correctly hitting the strike plate (the door is not properly aligned), so that the door has to be given a slight lift in order to ensure it remains closed (latched). In addition, the installer removed the original sill, which was the recommendation of the salesman, but did not replace it as discussed so that the door sits too low or close to the floor. The exterior was not completed (ie the shims and spray foam are visible). That was just over 4 weeks ago. The issues were disclosed the day after the initial install, yet we still do not have a date for the completion of the project. I have spoken to no less than three other homeowners with similar customer service complaints about similar size projects.

We paid for this in full and we are 2 weeks after initial installation and it is not finished. They continue to tell us they are coming to finish it but it never happens. Don't use these people. They are completely untrustworthy.

Our renovator suggested Pella Windows for our 104 year old home in Hamilton.
We wanted something authentic and wanted top quality. Our renovators contact Robert was helpful and professional. Worked tirelessly with us on making some choices. In the process quite a few people at Pella were involved. We liked the representation from a company that brought us expertise. We really felt like they have our interests at heart. You get what you pay for and we are happy with what we have so far. Geourgious wood windows.

I hired pella to replace all the windows on a house I bought four years ago. They were installed incorrectly, unevenly and in some cases the installer damaged the windows. I had their representative look at the window and they agreed that the work was sloppy and needed to be corrected. I was promised by their quality control manager that i was their "top priority" and that it would be remedied. I never heard from him again. For over two years i chased down the installer who told me that pella was using "substandard" material (ie caulking" and that he was directed to finish those supplies before using better grade supplies. I told him that was not my problem, that I paid for quality work and recieved nothing like that. After years of getting the run around from them, I gave up. That is probably what they were hoping for. I have since had two of their windows replaced and had another window company come in to repair the terrible workmanship I recieved from pella. Do your homework and if you do chose pella, dont pay them first as they will probably leave you high and dry after installation. Appalling behaviour.

This is the second project where I've used this company. First time the experience was so positive, that we decided to use them again. The quality of the product is superior and the installation process is very smoothly done.
Devon, the sales rep. has been wonderful to work with and very helpful when deciding window type, colors, etc.
Thank you, Pella Windows & Doors!

I paid $ 150 for someone to come to my house to estimate the cost of replacing a Pella window that had rotted and gone mouldy, which was pretty disappointing in the first place. I didn't have the money right away to do the repair. When I did contact Pella about the repair, they insisted that I pay another $741 in June before they would do the replacement. They could not do the repair work until July/August. They claim that they came to the house and no one answered the door. My son is home everyday. No voicemail was left, nor message on the door. I have no evidence that they actually showed up. I rescheduled to September. This time they did show up but apparently they brought the wrong window. Now they tell me that they cannot come until mid November. This is about the worst level of service that I have ever received from a company.

Really unhappy with this company. We ordered our door last november and it still hasn't been installed 7-months later. I should have done it myself. Company has been to the house several times and still hasn't completed the job. I'm a professional engineer and the the quality of materials used are poor. The plastic mechanisms keep breaking. I'm not sure that they really know how to install a door and they refuse to install a wind check system so the storm door flings open when windy. Customer service has been weak as well with poor follow through. Company must have supply chain problems as parts do not seem to be available. Consider doing the job yourself or giving it to your local handyman. Going with Pella was supposed to make the job easier. I'm really unhappy.

I had 3 quotes including Pella. Other Homestar recommended companies were $500-1000 more and both dissed Pella as being the most expensive. Pella service was prompt, courteous, and professional. Give them a try.

We bought a home with new windows throughout, except the basement which had old single pane units which were drafty, cold, wet, buggy, and just plain ugly. With our current windows which were new, we thought about just calling them and saying please match existing, trouble is the rest of the home has handles which are awkward, some whistling, and not sure who installed them, so I called Pella and had one of their sales guys come and spend an hour, not once, but twice, with us to ensure what we were getting would be exactly what we needed and what would be best for the home. We chose fibreglass double pane and a color that matched the existing house windows. The install team showed up on the day promised and did their work as required. Two of the windows were installed slightly crooked and not level. I asked why, the installer said the frame was out and nothing could be done. I refused to accept that comment and asked him to put them right. He repaired them both without too much effort as they should have been the first time. He claimed he needed to get back to Scarborough before the traffic got heavy as it was Friday... (really?? rushing my job just to beat traffic??). I asked why the outside flashing did not go past our sills, he claimed it was not necessary, (I have been in construction all my life and know when things are required). I told him it would pool water and leak and I wanted them right, he made new flashings as required and sealed them in. He did point out that one frame had a nail that needed to be replaced from the assembly shop, he asked for full payment before they left, but I refused until the new window was in and the job was complete. One call to the office and it was agreed. They ordered a new window and had it done within a short period of time. We finished the bill and our first winter has passed with our new windows. I never imagined our basement could be so warm!! Pella had some flaws, but certainly more professional than most companies I've dealt with. Am I completely happy? Yes. Was I concerned about the small details that were done wrong? No. He put them right without too much fuss. Should I have been away during the install I think I would have been less happy as the things I pointed out would have required them to come back and waste another part day of their time. Would I recommend Pella to my friends, absolutely and already have. Our windows brightened up the basement and we can actually open and use them!! Love the job!

Went with Pella for basement windows because they installed our much loved doors and windows in the rest of house and we wanted them to match. Waited 2 months for windows - when they came they were not like our other ones- nice windows just not what I thought I was getting. Ryan offered no solution I am very unhappy with lack of solution on their part. Disappointed.