Pella Reviews

When we had three back doors put in the place in Arkansas, I wanted the blinds between the glass so that we could shade it out but still have sun. They went over it pretty carefully there. But when I got here, I just said, "I want that door." So, they accommodated me for that. I like the fact they come into the house and sit down with you and go over whatever you want to talk about and measure carefully. So that's how we came to get the last Pella product which I wanted what I had before.

We had windows put in and then we had doors put in, and then I had the front door put in that had the glass panels on the side. So, we were all Pella'd out in the Arkansas house and it really helped the sale price for that because it looked very nice. And then we could say these doors are Pella doors. The drawback was the time it took the milling. Because I know they're custom-made, but we would order it in February and it'd be June before they'd be putting them in the house. To me, that was a little long, especially a couple of years ago. I know they were going through the COVID thing and there was a supply chain issue, I think, too. But when I ordered the door here, it was a little quicker but it was still 16 weeks to get from the order and half of the payment down to when the actual install went in.

I changed a window over the kitchen sink, which made it more picture window versus two crank windows and it added a whole different flavor to the kitchen. The convenience of having it done the way I wanted it done was worth the cost. I hear people say that Pella is more expensive than others, but they can also tell you, on the second phase of the project, there was some wear and tear on the rubber around the seal on the basement level. The installers came with the appropriate products to repair that window at no cost and it was done very well. Then, they had a tune-up where they checked all the windows that had been installed to make sure that they were wearing according to their standards. They were expensive but they were worth what I paid for. I've had a couple of neighbors come and ask because the house was built with custom wood windows and I didn't find they held their seals very well. The Pella quality is better.

When I came back the third time, phone numbers had changed. But ultimately, I got where I needed to and Pella had the measurements. But if I had a job that was going to be the size and scope of this one, even knowing that it was over a two or three-year process, as a sales person, I would have circled back to ask if they’re ready to do this again. And had there been changes, somebody should have followed up.

For the first part, they were great. They were out here in a hurry. They got the job done. I've already tested all the windows. I'm very happy with it. The windows that they put in are not casement windows where you slide the window up and slide it down. It's the kind where it has a crank on it where you can crank the window open and the screen is on the inside. That's exactly what I was looking for and they did a great job on that. Now, on this other part, I'm baffled. I don't know why I've never heard from them since then, but I'm settled on the idea of, "Well, if they don't wanna hear from me, well, I don't wanna hear from them."

I was planning on dealing with them for the rest of the windows that need to be put in, but the communication has miscrossed somewhere. You can't ever get in touch with the guy. You have to leave a message for him. He's a busy guy and I understand that, but I did send him an email to come back out and see me and I got no response from him.

Our relationship was very good with the salesman that came out. Tanner is his name and he did very well. He was a very smart young man and seemed to know his business and I was very happy with that. The windows were already there on the three that they did. All the installation guys need to do is take the old one out and put the new one in, but that can be a complicated process, particularly when you're thinking about the prospect of water getting into the windows. So, I feel like they did a very good job for me on the three windows. I thought I had a great relationship with them.

Pella made it right and they were very responsive, though. Billy, the project manager, was awesome and he did a walkthrough with me. He actually found some stuff that I didn't even noticed. But with the quality of the windows, it's a shame that's all we could afford because they're not the best quality windows. Three sashes came from the factory damaged and quality control was really lacking, because they should have caught that. The other thing that happened that again, Pella made it right, was when we got the windows, more than half them had the wrong kind of locks on them. And the locks were the plastic ones and they're very cheesy and break very easy. If that's their newest thing and it's that cheap, it doesn't make Pella look good.

When we were cleaning a couple weeks ago, we discovered something that seems like it's in between the glass. It looks like it's scratched up. We thought it was a streak from cleaning, but it's not. But as long as the seal is not broken, it doesn't seem like it's gonna be an issue. So, we haven't concerned ourselves with it. But again, that goes back to quality control with Pella. Also, there's a discoloration between the actual window frame and the stuff is that they put around the window. It's pretty hideous. I wouldn't not recommend Pella, but I would never recommend these windows to anybody to buy. Pella has a good reputation but I wouldn't buy these windows again.

I started sending them payments, and they never bothered us again, but that was a confusion. It took them a while to send us a statement, and so that was the biggest concern. Other than that, the doors are great. The threshold’s fine. Everything is good. When we bought our property, we already had Pella windows and doors. We were very happy with them, so we just stayed with them. We bought a very expensive door through them for our front door. Also, we had to match up our sliding glass door with our other ones because we had other ones and we didn't wanna change to a different brand because then they wouldn't match. The installations have been good. We had a lot of problem with our latch on our front door. We had the service out four times. Finally, we got that corrected. Now, the latch is solid. It was a very expensive door, so we kept at it until we finally got that fixed.

We had another thing that took a long time. It was a piece that was a different wood than our door itself, and it didn't match and we had white specks in it. That took about three months to get resolved. Finally, it did get resolved. This was when we first got our door, and they sent out a guy who did staining and fixed it. As far as the price, it's very high. We might have tried some other companies, but we did get a good value for the price. It's on the high end, but we knew that, and we decided to continue with Pella because the product is exceptional. I like the company a lot. I feel good about what we received.

The installers who have worked for Pella in the Roanoke, VA area for many years said they had never seen a Pella sliding door with gaps like this. I was assured by my sales rep and installers that Pella "ALWAYS MAKES THEIR PRODUCT RIGHT". If this is a design flaw, I suggest your engineering and manufacturing team fix this ASAP. I expect these astragals to be remanufactured at the proper length and reinstalled. If this is not done within a short and reasonable time period, I will take legal action against Pella. It is obvious from the many bad reviews that there are manufacturing flaws with your product. I am attaching Pages 1 and 2 of my 23 page Contract.

During the sales pitch, Kristen **, the salesperson, did not provide or even mention that there were samples of frosted or privacy glass for the bathroom window. I was not told that there were options. The first time I saw the type of glass was at installation. This was not the only thing they didn't tell me about, but it is a significant issue.

As for the installation experience: 1. A few days before the installation started on March 25, 2025, I was advised via email that one item would be delayed and could not be installed with the other windows during the 4 days of scheduled installation. The actual installation delay was not advised. 2. On March 25, 2025, the installers arrived at 8:00 am. Between 10am and 11am, Day 1 of the installation, power was lost to 1/2 of the main floor living area because wiring was cut through by the installers. At that time, we did not know this was the cause. The installers simply said it was my problem because they were "not electricians". 3. On March 26, 2025, Day 2 of the installation, it was discovered that 2 windows were measured incorrectly by the Pella team, and the installation for those two windows would be delayed for 5-6 weeks.

4. During the power outage, I contacted Kristen Inge about the problem. Her initial reaction was that it was a problem with my house wiring and did not seem willing to consider that it might be an installation problem. After days of trying to troubleshoot this from my end, I contacted her again and said that the electrician I hired suggested cutting holes in the walls to try to find the break in the wiring. It was at that time she offered to send an electrician that would be paid for by Pella. I had already paid about $350-400 for troubleshooting as well as replacing breakers, outlets and plugs, hoping that it was a breaker or outlet problem. It was not, as it turned out, but I had already gone down that rabbit-hole.

5. On April 3, Seatown Electric came out at Pella's request and expense, and discovered that the wiring had been severed by the installer. 6. On April 10, 16 days after the power went out, Seatown was able to fix the severed wiring problem. Pella said they would pay for the repairs, but it turns out they made their installers pay for it. At no expense to Pella. That made it 16 days in my home without power to 1/2 of my main living area, yet I was not compensated in any way for this inconvenience. 7. On May 5 and 6, the Pella installers came back to finish the installation of 3 windows. That was 6 weeks from Day 1 of this installation project. It should have been 4 days, NOT 6 weeks

8. At the conclusion of the installation, I was asked by the installer to sign that the installation had been completed. I told the installer that I was not happy, yet was told by the installer that by signing, I was only signing off that he had completed the installation and not that everything with the job and product was fine. As it turned out, I was signing that everything was fine.

Specific product complaint: The frosted bathroom window glass is defective. It has obvious scratches and is difficult to slide. #1 the window is defective, #2 it is a bad product, and #3 I think the Pella company can afford to replace this window with a clear glass instead of with frosted glass, since it is under warranty and needs to be replaced. #4 Pella has offered to replace the glass with the same frosted glass, but not with clear glass. If I want to change to clear glass, they will give me a quote.

With all of the problems I have had with this company, I am under the impression that they consider these "normal" problems. I do not think that all of the issues I have had should be considered normal business practices. I think that future customers should know that there is a downside to buying such an expensive product from Pella, and what kind of company they are potentially dealing with. As of May 23, 2025, my issues with this company are still not resolved.