Pella

This caused a major delay in remodel timeline according to contractor. Sales rep did not order extension jambs, so drywallers had to take two weeks to install drywall returns. Now Pella says it's not their fault their installers didn't show up to work and the contractor says it's Pella's fault for the delay and extra charges occured during window installation. Nothing but the runaround, have never been supplied with warranty paperwork, a couple bent True View window screens. A total nightmare.

Buyer beware ... "labor" is warrantied for only 2 years; hence, if something is found to be defective with the doors; Pella, which touts that their "products are backed by some of the strongest warranties in the business", will charge you for someone to come out and assess the situation and then charge you for someone to come out and fix the problem with their defective product. The person they sent out to assess the situation found that the seals on both doors (both the moving and stationary parts) have failed. For my money, this translates into: Defective Product still under warranty. However, the charge to fix these doors will be $540.00!!

I spoke with Becky and Judy (both very nice) and was told that Pella needs to charge for the labor. There is only one reasons to charge for labor to fix defective doors and that is when you know that your doors are likely to be defective. Their products are substandard and their "labor" warranty suggests that they are very well aware of that fact. I have been a manufacturer's rep for over 25 years and have had the privilege of working for a company that truly stands behind its products because the products are top drawer all the way.

So, think twice before you do business with Pella. Don't spend thousands of dollars on a product thinking that you are getting the best of the best. With Pella, you are not. You have 2 years of comfort; after that, Pella is standing by to dip into your wallet to help fund the costs necessitated by its products' inferior quality. There are other alternatives out there. With Pella, you are paying for the "name" and it turns out the name Pella comes with quite a bit of tarnish!

Multiple calls to Lowe's and Pella. Two different technicians came out and they both could see the issue and agreed that they are 'see through' blinds. Pella's offer was to replace the glass panels. Their installer was ready to replace the glass panels, but after looking at the new door he had with him, he said what I already had installed was better. More calls to Pella... and more unreturned calls to Lowe's. Finally I got a call from local Pella office stating "that is the product". Really?? Why even put blinds in and let people think they worked??? I'm SO DISAPPOINTED with this patio door. I bought is so I wouldn't need window covering, but had to purchase window coverings to close at night so neighbors couldn't look right into my kitchen! I wish I could give this product a negative rating.

After another week, called today (June 27th) to complain. They put me on hold which rolled over to a one question customer service survey about how they are doing and then hung up on me. Funny that on each call, the person answering the call acknowledges the poor response and promised they would have someone get back with me. STILL WAITING! Tried one more time. Told that they would send me to the right department only to forward me to Lowe's Home Improvement. The rating of one star is too high!

Now the bigger problem. The two doors ordered leading outside (one from the master bedroom, the other from the kitchen) are now leaking in spite of what my new (yes new) contractor does to try and fix them. The inspection depends upon the door installation and the installers say they cannot fix the problem until August. I am going back to work in September and the rest of the house (floors, kitchen) will have to be put on hold until the doors stop leaking underneath. My contractor remade the threshold and put in rubber but realizes the plates angle into the house, not out of the house.

The first contractor did everything wrong (materials, installation of beams, no permits, no access to the crawl space, no pitch to the flat roof-deck, the list goes on), then quit when he realized everything he did had to be destructed and re-constructed (any number of reasons). Now the window company he chose against my better judgement is holding up the job which has already taken two years.

After confirming the problem (he believed the weather stripping between the sliding doors needed to be replaced), he advised that I utilize Pella service as they would have the appropriate parts. I called and scheduled service with the local distributor: long story short, there was NO weather stripping between the doors! I called the service department back and they advised I call Pella Corporate directly. After multiple phone calls with both Corporate and the service department representatives referring me back and forth to each other, I was finally able to reach a “supervisor” (Susan) in Corporate who confirmed the weather stripping is installed at the factory (as did the 2 previous corporate reps). So in effect, the door was defective from the factory.

I then asked (since this was a factory defect) how to get the damage to my carpet reimbursed. She informed me that the “warranty” does not cover damage to any other parts of the structure (and she proceeded to read me the warranty!). So I asked: “Are you telling me that Pella will not assume the responsibility for my carpet which was caused by their factory defective product?” She affirmed with a “yes”. And proceeds to say she does not know what happened to the weather stripping: if it was removed during installation (door comes in one piece) or if it “fell out”. REALLY? A $7K door and the weather stripping just falls out? Wouldn’t I see it lying in my deck??? This is NOT a warranty issue: it is a factory “QUALITY” issue and one would a $7K door to be water tight. I could get no farther than speaking with Susan who also responded to my complaint with the BBB. BOTTOM LINE: buyer beware and stay far, far away from Pella products.

After removing the old door, it was obvious the problem was defective cladding on the door that over the years rotted the entire bottom of the door. Pella accepted no responsibility for the problem and refused to offer any compensation even though we purchased a new door from them. I will never purchase a Pella product again and warn any consumer to beware of Pella. Their doors and windows are NOT well constructed. They don't stand behind their products.They are probably one of the worst companies I've ever worked with.