Pella

Off the bat the project manager aka idiot broke the panel door, lied about it and it took 6 more weeks to resolve. Then it gets better, the product contained defective glass and 3 panels had to be replaced. After installation I noticed daylight in the corner, yes daylight, took 3 tech visits and eventually the replacement door had to be replaced again...you can't make this up folks...and management could not care less. No corporate Mr Yaggi for you. The cost of poor quality in my case probably resulted in a loss. Let me break it down son. 2 replacement doors, 3 replacement glass panes, 5 service visits,..numerous back and forth with staff, etc...Kodak in the making!

Well, it's not the virus, my biggest problem is they don't tell you the fact until the last minute. Kindly asking me I can cancel the order after I wasted 3 months, and proudly telling me that they are not taking any more orders at this point. I know this new eta doesn't mean anything but I will give it a try one more time before I file a lawsuit. I've wasted so much time, money and energy for this nonsense people. I have no idea how they can keep their business with this kind of mindset. My last review will be Oct 9th and let's see what happens.

Original Review: We ordered our Pella Entry door through Lowe's on June 18 of 2020. $3,300 taken out of my bank right away. The original estimated delivery date was July 31, 2020. On July 30th, Lowe's informed me it will be delayed to August 14. This screwed my construction schedules big time but I had to understand because whole world is suffering now. Today is August 15 and I got informed new estimated date will be Sep 18. I called Pella and they said they have no idea what the status. They told me they are understaffed, it's all because of pandemic and I'm not the only one. I've already wasted two months and not sure if it will be done by another month. I don't understand why they took this order if they can't handle it. At least as soon as they found it will be delayed, they need to communicate with customer. But they don't care about other people's schedules and life. Pella is a bigger disaster than pandemic for me.

Then, we called Pella who had a service team come out. The service team immediately identified the installers caulked over the bottom two (2) weeping holes. The service team member explained there are four (4) weeping holes on the model Pella patio sliding doors we purchased and that this is not the first time he had to fix this issue due to improper installation. Before the service team member left, I was told this issue was going to be reported to Thomas "TJ" ** (Service Manager), and to wait a few days before calling to speak to TJ. The service team member believed this should be an issue Pella would/should be liable for, as a consumer how am I to know if they caulked weeping holes, as a consumer is not a Pella product expert. Home Insurance does not cover water damage due to improper installation, so we had to turn/rely on the Pella "lifetime" warranty.

A couple days later, it rained, and even though the service team removed the caulk and opened the two (2) bottom weeping holes, water was still leaking into our basement. In addition water started to leak under the sliding patio door and into our kitchen. Needless to say, we called and spoke to TJ. After our conversation, I sent him a detailed email with images of the water damage (basement and kitchen) and asked for the consideration of the patio door to be re-installed.

TJ and I had another conversation and informed me another service manager will come out to our house and assess the situation further. This service manager not only confirmed the patio door was improperly installed, due to lack of required layers of sealant after investigation, along with the weeping holes being caulked -- but also told us back around the time we purchased our Pella product, he was made aware of their installation teams farming out work to unauthorized contractors (friends), so they can make more money due to the total amount of installations completed in a day or week. This service manager looked up our purchase history and confirmed the installation team booked to our project was known for this such act and informed us this will be in his report back to leadership.

We are now at the point, were TJ has finally answered my calls after 3 weeks to tell me they will are not liable for any of the damage, I should call my Home Insurance Company and if I have any further issues/complaints with Pella to speak with his boss Bryan **. I've called Bryan over the past 2 weeks and have yet to hear back. The "Pella Promise" is a total joke and they have not supported the "lifetime warranty" claim. Pella is a company I would recommend staying away from. I will also be sharing my poor overall experience across all social media platforms.

The install crew was great with the exception of them having someone with no experience in applying the weatherproof tape do the job, he did not roll the tape on to the window properly leaving 85% of the job having gap & crack opening where the water would just run in to the wall cavity. I had to go to Lowes and buy 2 rolls of window/door sealing tape and go over the incompetent job to seal out the weather/rain. Then while reinstalling the siding on the back window I found it had been made short of the correct measurement requiring me to cut the J-channel down to fit and also a 2” gap between the window and the siding. The 2 front windows were fine.

After multiple calls/texts with Salesman and promises of it “being looked in to” the last contact from him was that “Mr. X will call you tomorrow” which has not happened after 6 days. I held off on making any bad reviews as I expected (wrongly) the company to make this right so I finally told Salesman that I had a deadline of 8/7/20 (6 weeks of no action) that I would be forced to post bad reviews.