Pella reviews and complaints 1
View all 178 complaintsPella - customer service and workmanship
On Aug 1, 2011 PELLA of Bedford, OH began a project of replacing 15 windows at our Medina home. The job was not completed until Dec 15, 2011, which is 4 1/2 months after inception.
Our original service rep. Frank Stanton, was reassigned due to poor customer service and his partner, Sarah Marotto, the project manager, either quit or was fired, so our work orders were not properly placed, which contributed to the job taking forever.
Further, the workmanship that was done was sub-par and needed to be redone multiple times. The installers did not properly reattach the siding of our home to one of the new windows, which left the window and the interior wall exposed to the elements for 2 months before WE discovered the problem and insisted PELLA fix it. Had WE not found the shoddy workmanship, the new window and interior to our home would have been subject to long term exposure and rot.
PELLA had to reinstall the glass in a large picture window THREE times, due to deep scratches in the glass, and the lower portion of one of the double hung window had gouges in the glass and had to be replaced THREE times due to defect and the mismatching of the stain on the trim. The finish on over 50% of the windows was damaged and needed repair, the hardware on the windows had to be ordered THREE times AND PELLA submitted financing and expected payment before the project was even done. The installers did not even have enough trim to finish one of the windows.
The customer service was lacking and ultimately was reassigned. The work was painfully slow and we had to arrange our lives around MULTIPLE follow up service appointments to accommodate THEIR errors in service, installation and ordering. The customer compensation was LAUGHABLE. For all the extra scheduling off at my work to accommodate additional appointments, phone calls, and negligence (especially with the exterior siding being detached), we got an apology and a $500 credit towards a $15, 000 JOB!
We would NEVER recommend choosing PELLA for windows.
The complaint has been investigated and resolved to the customer’s satisfaction.
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We have also found out, by purchasing 49 Pella Architect Series Double Hung windows, that Pella does not stand behind their products. We are now working out our differences in a court of law. As many of you may know, once you have been taken by a company, at least in Iowa, we only had 2 years to file with the court for help. We gave Pella the benefit of the doubt and nearly 2 years to fix our windows. They refused to even attempt to provide any communication unless we called every day or emailed every day. We then figured out that Pella was only "playing us" to run out their 2 year time frame. So here we sit, waiting on the Iowa Court System to play out. Our trial is set for Marion County Court, Iowa on February 12, 2013. This has been a long time coming, as we have been homeless since the fall of 2009 when we installed our Pella windows into our home. They leak water/snow so badly that we have an extremely awful mold problem when it is wet. You can see the videos that are posted on YouTube of our home under Pella Window Problems. We posted these so that other home owners could see the potential windows that they might be thinking of putting into their homes. We want to educate the population on our problems. Please do your homework!