Pella

We purchased a Pella door several years ago. We now need a new handle/locking mechanism & cannot get anyone to help with replacement parts. The company gives email/phone numbers for assistance but never answers or replies. Unfortunately, replacement parts cannot be ordered from any other company or website- all orders must go through them directly & it’s impossible to speak with anyone! My husband could easily install the new handle if we could just purchase the replacement part! So frustrating! We will never use this company again!!

After being told windows would arrive 12-16 weeks from the time of sale, I was notified just 2 days after signing the contract that the windows would arrive 16-20 weeks. **Their salespeople will say what they need to say in order to secure a sale.** 8 weeks later I was informed the windows will be delayed another 6 weeks. The delivery timeframe is now 3 months delayed. This is HORRIBLE salesmanship for a salesperson to give false information in order to secure a sale.

In 2000 we bought a house with two decks. One off the kitchen and one off the master bedroom. The French doors were nothing but glass panel wood doors that had been modified to fit this opening and they showed signs of leaking. and severe weather fatigue. We priced Pella sliders and factored this cost into our purchase. Shortly after moving in we purchased 2 sliding Pella doors (SLC,UT) with the interior blinds. One was 60" and the other more like 84" wide. They were installed by a competent installer. We had a few service calls in the firsts years covered by warranty. But as soon as the warranty period is over expect to pay big bucks for each part and just the initial service call.

3 years ago we replaced all of our windows in our home with Pella windows. We had 7 different window companies come to our home. Although Pella was the most expensive quote we received, we went with Pella because of the name and reputation that we had heard so much about. 2 years after our windows were installed we began to notice our windows turning yellow and oxidizing. We went through the proper channels. Several Pella reps came out and said that they had never seen the Pella windows do this before.

My two story home has 100% Pella casement windows and doors. 100% of the windows are rotting in place, and (2) of the storm doors with glass refuse to lock AT ALL. Pella came out and replaced 4 window frames, I paid the labor. They were supposed to return as the other windows "came in stock" and then fix the doors as well.

I built my (very large) home in 1999 and used Pella for every window and door (approx $100,000 worth). It is the 1 decision I have regretted every single day of living in this house, right up until today. The window frames starting rotting out 11 years in, so they're out of warranty. They blamed my builder for installing them wrong. A few years later there was a class action lawsuit against them for a defect in the frames causing them to rot. The $ wasn't worth all the work I had to do to receive it (4 kids keeps you too busy for monster problems like this one), so we passed on a separate lawsuit, & accepted whatever little $ they gave us. Each yr another few rot & we replace them, & this process has been going on for about 10 yrs (12,000sq ft house has a ton of windows).

Both of the crews hired to install our windows and doors were so terrible, they fired after they finished our job. They damaged our home and the products as they were installed and now need replaced. The project manager, the area manager, and the district manager have all been giving me the runaround for six months and there is no end in sight. I may have to sue to have these issues resolved. I had to file a complaint with the BBB after seeking help for 4 months. Only after I filed the complaint did they respond to me. I'm so disappointed.

We contacted the local Pella Distributor in Richmond Virginia in October 2021 to replace a large window in our Florida room because it was discoloring. The local salesmen came over. Said they could do project and provided a contract and said they could do the job in Jan 2022. Two weeks later he called. Said he made a mistake in the installation and it would cost an additional $643. We called the corporate's office in Pella Iowa and they were little help so we agreed to pay the addition amount to get the job done in January. Two week later he called said they could not install until February 25. So we agreed to wait.

I have Pella Architect series windows on my home. I noticed some rotting on the wood on one of the windows and had someone come take a look. He found that nearly every Pella window in my house had rotting at the bottom because the aluminum casements had small separations at the corner allowing water to get in and rot the wood. Given that this is a problem with pretty much every Pella window I have, it appears to be a defect in the product. I wrote to the company and they will not stand behind their product. I would avoid this company.

One of the worst experiences I’ve ever had with a company that will not stand behind their improperly measured and installed window that has 3 inches of caulking on one side to fill in the empty glass that’s mismeasured.

We purchased Pella windows through Lowe's in Appleton WI. Nothing has gone good. We were promised by the salesman that they would keep out the noise and cold air. None of this is true. They have air leaks in all 13 windows. We can hear all noise from outside. Lowes will not do anything about it. All I get is, "We are so sorry!!" I’m am not able to contact Pella directly.

We purchased a 6 foot French door assembly to replace an aluminum sliding door to our patio. One of the selling points was its exterior cladding that would prevent rot. We've had the doors for about 12 years. Recently my wife was polishing the interior wood panel at the bottom of the door and it collapsed. Not in just one spot, but in multiple spots across the bottom panel. Turns out that the exterior cladding delaminated from the wood, allowing water to penetrate between the cladding and the door. In reading reviews on this site, it is quite obvious that the company has a long record of selling defective products, a good percentage of them with the same rotting problem we experienced.

Going to make this short & sweet... Pella came to my home Oct. 7, 2021. After coming down on pricing we agreed to a figure & I wrote a check for 1/2 $7,904.95. Dec 29, 2021 was the next time I got a call from my salesman to tell me there would be a increases in price by $3500 (the price I would not agree before coming to an agreement). I sent him an email to cancel my order as this increase was far more than the agreed price. He acknowledged my e-mail with a return e-mail canceling my order. My check was cashed 2 weeks after cancellation. I had to put a stop payment on my check. Pella will not reimburse my stop payment fee due to me canceling my order. I do not recommend using this company.

January 5, 2022:

It is not the continual delays, nor the disappointment in the product; it is not the varied contractors that they use without any responsibility on them nor the lack of follow up or satisfaction checks. It is the complete disregard from anyone in the office in a position of management to help. In the comical series of wrong measurements, delays, and poorly working products for a lot of money, I never once got a phone call to explain or apologize for the problems from anyone pleasant or helpful. I received a few calls from a clearly unsatisfied employee. That was what I was sold. I feel foolish. I feel like I was duped and discarded.

WE had a damaged window last year. They inspected the window and no one showed up to fix it. They said they were ordering it. A few months later and after many calls, someone got back with us and informed us that we did not pay the 50%. This year we had a front window damage. Again a technician came in and looked at both windows and we provided our credit card number to charge it the required 50% 9 about $4000. They promised to come and install both windows in Nov. We have been calling and leaving messages, No answers. We did not see any charge made to our credit card or bank account. This is not good. Not sure where to go from here. This is about their Houston office. My phone number is **.

I purchased windows and doors from Pella for my house in 2017 and 2018 to be installed by a Pella certified contractor who is still listed on their website. The windows and doors were high quality and delivered on time. The installer/contractor and I parted ways after several issues with his quality of work and dishonest behavior. Due to this, the windows for the 3rd floor and basement were never installed. I reached out to Pella to try and get help with a new installer and was stonewalled, not called back and basically ignored after buying $88,000 worth of windows. Despite explaining the behavior of this contractor, his name and company remain on Pella's website.

I requested a replacement handle for a Pella Sliding Door. We found the handle in question. The handle was roughly $65.00. I was shipped a handle AND an exterior lock (option) costing roughly $293.00. I complained and requested to return the items in their unopened original factory packing. I have been told the factory will not accept returns. This does not seem fair. I never discussed and never requested the optional exterior lock.

My windows stopped closing all the way so the locking mechanism could not function. When I asked they come fix it or even replace it they wanted to charge me $200 just to look at it. Overall I paid for an overly priced product that has the same life span, quality, and customer service of a similar quality product.

Ordered a new front door from Pella that finally arrived this week. The door was already damaged when the installer took it out of the box. In addition to damage to the outside of the door panel, one of the hinges is loose, the glass trims do not fit and the rubber seal at the bottom is damaged. What kind of quality control is this? Replacement panel has been ordered which now takes several months to be delivered. Never again!

Greg, a very pleasant agent for Pella Windows in Newport, RI, was very helpful in the process of getting the right sized windows, 2 double casements and a 3 glass unit of sliders, for a wall in our home. He was helpful in suggesting the type of windows for our expensive purchase. He was helpful in making sure our checks were in when Pella needed them. He was apologetic about the long delays COVID 19 caused - certainly a problem everyone has experienced and not the fault of Pella Windows. One of the sliding windows had some small cracks through the paint and down to the fiberglass. They were not structural, but, in the top surface of the bottom frame, they would definitely allow water to reach the subsurface and therefore the fiberglass. The water from the very humid area in which the building is situated, would migrate into the frame and gradually, repeated freezing and thawing would, over time, definitely damage the frame.

After researching and putting down deposit in June 2021, order was scheduled for September. 2 of 3 doors had major install complications. My main bedroom sliding door was improperly measured by the Pella team. On site installer told me it would take a few weeks for new install. They had already removed my old sliding door. I called the mainline and emailed and no response. When they finally contacted me later in the week, I was advised it would be FOUR MONTHS until a new door could be ordered and installed. I am without a secure bedroom sliding door during the upcoming winter months.

Ordered 4 windows in June, sales person Cliff, said it will be delivered in a month but after signing contract Pella emailed that windows will delayed about 3 months, meanwhile installer came to my house and after measurements was mentioned amount of molding that sales person put in contract is not enough and have to increase to meet the job requirements, so contacted Cliff and he assured me it will be enough, October day of installation came, delivery was late at 1:30 pm and installer couldn’t finish the job and of course not enough molding. Have to come tomorrow, tomorrow received a call that not able to come. Have to 3 days later, house is the mess and job half done, not a reliable company. Should gone with Andersen which installed my entrance glass door in one day and perfect.

I ordered a new patio door in April. I was told it would take several months. When I called in June to check the status I found out they never submitted the order. They of course had my $1800 deposit since April 4. After numerous complaints, they finally said I could cancel the contract. Here it is October and I am still waiting for the check that was supposed to be, expedited. I think I will have TVs check soon, but this is ridiculous. I am dealing with a high level representative of the company and he isn’t able to keep his promises. All I get is continuous apologies,

I called Pella about 10 years ago about all of my Proline windows leaking in my home. They said they were out of warranty. Now I find out there was a class action lawsuit and I was never notified by them or anyone else. Even though they still send me advertisement mail every year and they still have my information on file where I bought the windows from. I am the original home owner and my house was built in 1999. I called Pella again and I got the same answer.

Order placed Oct 1 2020 via Lowe's for install of two sliding glass doors. Nearly a year later, 3 different shipments and 4 appointments for install which means we have to move most of our furniture, window coverings in our condo and from our patio to get ready. Every time, incomplete or incorrect parts are shipped. The latest was they did not ship one of the fixed glass panels on one of the sliding glass doors. How the hell do you miss that, it's an 8' sliding glass door. In a few days we hit 365 days for two sliding glass doors. A year of frustration, delays, incompetency. We evidently are not the only ones. Covid excuses aside, other excuses for delay were painting booth problems, then breakage in the plant, but shipping incomplete orders THREE times... WTF. And from Pella, just excuse after excuse. Useless.

I had Pella install a 4000.00 back door only to have it damaged on their way out. Customer service was awful and finally after many months they said my door was in and coming today to replace it. Only to have them call and say it was never ordered. Don't buy Pella products or Provia products.

Months late with windows package for southern Colorado cabin due weeks ago. Still waiting for information and delivery. Extremely disappointing and disruptive to our construction progress. Call me if you have the courage. **

I purchased two patio sliding doors with one being 72" and the other 96". Both doors are on the West facing side of the house just about 8 feet from each other. I chose to upgrade the glass to triple pane for the larger door which is supposed to increase the efficiency over the double pane Advanced Low-E Insulating Glass w/ Argon. The larger 3-pane door's window is hot to the touch while the 2-pane window is cool. I went with the Pella even with it's extremely high cost due to their literature that says they are the highest efficiency rated windows on the market but I am extremely displeased with the large door and am sorry I bought it. Would not buy another Pella product again.

We ordered our windows and doors from Pella in our Local Lowe’s store in February 2021 because they said they could get them sooner than the Anderson windows. Most windows came in the month of May. We are still waiting for a gable window and it is now August 30. Customer service says they are still waiting for some glass to arrive at the plant to finish the window. It shouldn’t take that long to finish one window. We asked if they would ship it directly to us when finished to save a week or two in time and they won’t even do that. The windows we did receive already have their bottom rubber strip coming off several windows. We are very disappointed in the company and their customer service.