Pella
reviews and complaints

I contacted Pella Customer Service in late May 2021 due to a latch which broke on my Pella door. It is now nine weeks later and my door is still not fixed.

The following details my experience with Pella Service over that nine week period:

>First contact during 3rd week of May - opened a ticket with Pella Service (including pictures)
>Technician came to my house to review & repair the latch
>Technician did not have the correct latch style to fit my door
>Technician ordered the part for the latch replacement
>Replacement part was sent to me directly.
>Technician came to my house to install the new latch
>The latch which was sent was the wrong style - did not fit my door
>Technician order a whole new lockset with handle & latch combined (to be delivered to me directly)
>Pella customer service contacted me to schedule installation to be done on 7/30
>I called Pella this week to report that I had not received the new part(s)
>Pella customer service called their warehouse to discover the part(s) had not been shipped
>Pella customer service ordered the part but could not provide me with a date for the installation.

This is a complete service failure on the part of Pella. I have had my entire kitchen gutted and renovated in a shorter amount of time than it's taken to repair a Pella door latch.

This is an unacceptable level of service and, as a result, I would never recommend Pella to anyone considering new doors or windows. I'm at a loss as to how to escalate this situation to accelerate the repair of my door.

Stephen Parsons
[protected]

I bought an entire house of new Pella windows and after 14 years they are literally falling apart from the outside. Aluminum capping just comes lose and wood is rotten because of poor adhesive from factory. Pella states they cannot help me $25, 000 dollars later. Pella doesn't care about customers based on my experiences. It is a poor reflection of having concern for producing a quality consumer product as well. Customer beware!

on February 27, 2021 pella salesman Henery Silver quoted us on total window frame replacement . He said we could not have replacement windows because we have no window stops. He gave us a quote of $46, 000.00 . We gave Henry a check for half $23, 000.00. Ten days later March 9, 2021 customer Cliff McDaniel did his own research, and sent Henry Silver a text and picture showing window stops on our old windows. Kevin Epperly came to our home the next day, March 10, 2021 and agreed with Mr McDaniel that we indeed had window stops. Henry Silver and Carl Adcock did a new contract for $31, 743.57. We did not request part of the deposit back. The 31 large windows were installed June 9, 10 and 11, 2021. When the installer gave us the final balence bill, pella had not credited us $675.00 for removing and replacing shutters. Work not done. The final bill was $31, 068.57. Pella cashed this check twice and did not notify us. Mr. McDaniel found out about it when he used the ATM Saturday June 19, 2021. After calling pella billing office Monday June 21, 2021 and much arguing and screaming with Barbara, she agreed to credit Mr McDaniels debit. The instalation guys David, Danny and Jake were excellent and received a good tip for their wonderful work. The pella product is also excellent. As long as the don't have to deal with Henry Silver, Carl Adcock or their billing office new customers may do well with this company. Clifford and Jean McDaniel. Hanover, virginia customer account # [protected] order#725837

We chose a Pella 12' sliding door to go into the lake home we are building in Eatonton, Georgia on Lake Sinclair. The door was purchased from Harbin Lumber, a local dealer. The door we ordered was to be exactly like the door in their showroom. The door was delivered and installed (approximately January 2021) and my husband and I noticed immediately that the door did not close properly. We were told that it would be adjusted and would be fine. Our move-in date was March 30 but when the contractor (Josh) attempted to adjust the door it was noted that the door had not been installed properly. He said many parts were missing and the door would not close all the way. Also, you could see daylight from underneath the panels. We could not allow our furniture to be moved into a house with a door that would not close. We postponed our move for two weeks and moved into a motel in the area. Harbin was called about the missing parts. We were told "this happens all of the time" and "the installers or the customer just lose them". After much discussion we convinced Ryan at Harbin Lumber to order the missing parts so that we could move into our home. About two weeks later we received 4 white door handles - nothing else. We again called Ryan at Harbin lumber. We complained that there were many parts missing and this would not fix the problem. Ryan got the Pella representative to come and look at our door (however we were not present when this happened). We were told that the Pella rep listed all of the missing parts and an order was placced. We asked if they could be sent overnight as our moving date was quickly approaching. We were told by Ryan that the parts had to be manufactured and they could not estimate the delivery date. My husband made a make-shift locking mechanism for the door so that we could secure our furniture and belongings while we waited for the parts to arrive. Approximately two to three weeks later the parts were delivered. The contractor (Josh) was called and came to re-install our door. He noticed very quickly that the installation kit which contained the needed screws, etc. had not been received. Ryan with Harbin Lumber was called again and said he would order the kit asap. Two weeks ago he said the estimated delivery date would be June 3. Today (June 4) we called Harbin again and we were told the kit should ship today. No estimated delivery date. I thought Pella and their dealers were reputable and sold quality products which they stood behind. Why are we getting such a run around about this door? We have now been in our house for almost two months and we still do not have a working door.
I would like very much for an installation kit to be delivered so that our door can be installed properly. If this is not possible I would like to return this door and get a different door entirely.
Please contact me at your earliest convenience.
Elaine Truelove
181 Southshore Rd.
Eatonton, GA 31024
[protected]@outlook.com

To whom it may concern.

The service person that showed up for this appointment, after inspecting the door said he could not remedy the existing problems. One is the alignment of the dead bolt with it's striker plate, two is the door not seating properly against the weather strip on the top right corner and three is the bottom right corner dragging against the threshold distorting the gasket on the bottom of the door. He took pictures and he should have shared them with someone by now.

He said that door was not installed correctly and that he would talk to his supervisor about the problems and come up with a solution.

This whole ordeal with this door has been a mess. Delays in getting the door, purchased in August, suppose to be installed in October and finally installed six weeks later in November. Sending a window installer to do the installation. He showed up with no door and no materials to do the installation. He thought I already had them. Pella had to make three trips to get the door and all the installation materials here.

The door was not installed in a traditional manner with shims being used to align it correctly in the rough opening. When the door was installed the dead bolt could not be engaged in the hole on the jam. The installer left saying he would call his boss and have him send someone out to fix the problem. No one came. I temporally fixed the problem by filing the striker plate on the right side to increase the size of the hole. I eventually had to remove the striker plate all together.

When I had to remove the striker plate to be able to lock the door I requested Pella send out a service person to fix the problem and a problem with the door dragging on the threshold on the bottom right corner. The service person was able to temporally fix the drag on the bottom right corner by fiddling with the hinges. In the process he broke a hinge screw off in the hole and stuck another screw over the top of it leaving the head of the screw protruding out of the hinge plate. His solution for fixing the problem with the dead bolt was to order a new striker plate.

I could have bought a door from any number of places. I choose Pella because I had all the windows in our home replaced with Pella windows. The window quality was excellent and there was zero issues with the installation which was much more difficult than the door because it is a two story home.

You can imagine my opinion of Pella now.

If the door is not properly fixed and or if necessary replaced I am prepared to take Pella to small claims court. Also I will file a complaint with Better Business Bureau.

Contract Number: 756TOW054
Account Number: [protected]
Invoice Number: 055269-R

Daniel Evans
10050 SE Cresthill Road
Happy Valley OR 97086
daniel.[protected]@gmail.com
[protected]

Eleanor and Jack Held, 16 Kings Road, York, Maine, 03909. Customer #[protected], account #[protected] signed a contract in September due to be installed in November cancelled several times the most recent time men did not have sufficient material to complete the work and did not have any idea when they would be back to complete the project it is now April. It is an understatement to say we are disappointed. We would like a clear, concise time when this job will be completed or a complete refund with interest as soon as possible. Our phone is [protected].

I have a large Pella 21-year old window that I originally wanted to get repaired, as the frame and sill were beginning to rot. In mid-October 2020, a Pella technician came to my home to look at the window and determined it was not repairable. I had removed the grills from the window for the inspection, and placed them in the next room. He did not take any measurements of the window when he inspected it. He determined that the window needed to be replaced. I told him I would be interested in discussing a replacement and getting an estimate. I never put the grills back in the window, as I expected that the window would be replaced soon.

I received my first appointment communication email from Ralph Ruggiero, Pella replacement specialist Monroe, CT on 11/01/2020. We spoke by telephone on 11/02/2020. Ralph sent another email on 11/02/2020 with the quote for the work. In the email he stated that he estimated the size of my window. He indicated that his consultation could be done virtually using the photos and there was no need for him to come to the house. I texted photos of the window to him. The window did not have the grills in the photos, but the nubs that connect the grills to the window are clearly visible on the window in the photos. Every window in our home has grills.

On 11/09/2020, I received a request to sign the contract to have the work completed. I did not notice that the contract indicated that the window had no grills. Ralph never asked me if I wanted grills. I signed the contract on 11/16/2020 agreeing to its terms and a price of $3, 647.74.

On 11/17/2020, I received a Pella appointment notification email indicating a local professional would stop by my home on 11/18/2020 "to confirm the details of your project. They'll go over your order, verify measurements and let you know what to expect on your upcoming installation. It's Pella's way of making sure we have all the details covered so your installation day is hassle-free".

I do not recall anyone coming by my home on 11/18/2020 to take measurements or go over the details of my project. No one ever asked me about the grills. The only people from Pella that came to my home was the repair technician in mid-October mentioned above.

I placed a deposit of $1, 823.87 by credit card on 11/24/2020. That same day, I received an appointment notification for installation on 02/11/2021.

On 02/05/2021, I received a Pella Appointment Notification rescheduling the installation date for 02/26/2021.

The window and two boxes were delivered on 02/24/2021, and I noticed there were no grills. I asked the delivery men where the grills were, and they said they were in the boxes.

I received a call the morning of 02/25/2021 indicating the installation crew had a cancellation and could install that same day rather than the original date of 02/26/2021. When they arrived, I asked if the grills were in the box, and they told me the grills on this window were supposed to be built into the windows. They then called Pella, and Ralph called me.
Ralph and I discussed the window not having grills, and he told me he would have to price out another window with grills and call me back. He called back a few hours later and told me the new window would cost about $800.00. I was under the impression that Pella would take back the window they delivered and give me a credit toward the new window. Ralph told me that Pella could not take back the window, and that it was mine. The $800.00 was to be used to buy another window. I told Ralph that this was unacceptable, and I had no use for the window. He indicated that other people in this situation sold the window on eBay.

I asked to speak with Ralph's supervisor. Ralph put me on a 3-way call with his supervisor (I believe his name is Gary). We had the discussion about the contract specifying the windows had no grills, and I pointed out someone should have asked if I wanted grills as it was clear in the photos I provided that the original window came with grills. They confirmed that the window would not have had the nubs for the grills if there were no grills for the window.

I do not believe I should have to eat the cost of the window without grills. If there had been better customer service, this error would have been caught. I suggested that Pella ask all customers if they want grills before selling them a window. I was never asked this question. When I mentioned this to Ralph and Gary, they responded that some customers don't want grills in their windows.

I believe that Pella should take back the window, and give us a credit toward a window with grills. We have 22 other windows in our home, and a sliding glass door that may need to be replaced soon. Our daughter recently purchased a home that needs replacement windows right away. We would like to give Pella this business, but unless this is rectified, we will never buy or recommend Pella products.

Good afternoon

We choose Pella because of the good reference we are see everywhere but our experience has been a really nightmare.

Since day one we are having so many issue. We are getting to the point that we don't know what else we need to do to received the service that we deserve as a customers. The salesperson is so hard to get in contact with we also have issues with the installation and the repairs for the damage product that we received.

Could you please let us know how or to who do we need to call or get in contact? Since December 2020 we are waiting for someone to come to our house and finish the job.

As of january 19, 2021 I noticed my window was cracked at the bottom and the moisture problem is getting worst since installing them in 9-8-2016. They have always had a slight draft also. For the money and brand i'm very disappointed. But at the time of building they came recommended by our log-home builder. Our purchase no. Is 4083ddi79 and or customer no.2039272

Pella aluminum storm door install approximately 5 years ago completely eaten up by corrosion. Contacted pella and they offered a $25 coupon on a new storm door. Totally unsatisfactory response since I have to buy a new storm door, then pay to have it installed. If this is the best that pella can do on a $300 storm door that supposedly had a lifetime warrant, I will never buy another pella product.

To: Pella Corporation Support Team
Subject: Quality of Service
From: Kenneth and Susan Thomas
3396 Rolling Trail Drive
Powhatan, Virginia 23139
Email: [protected]@verizon.net

Dear Support Team;

We recently replaced our garage entry door with a Pella door and composite frame. We are especially pleased with the product, the professional installation team, the sales team member we dealt with, and the Pella Scheduling Team member who went the extra mile during this COVID-19 pandemic to keep us abreast of the delay situation with the parts shipping. Our dismay is centered solely on the promised follow-up service to install a deadbolt cover for the second hole in the door for the deadbolt lock. We were unaware of the manufacturing process of the door and did not take into consideration the inclusion of two lock set holes as a standard characteristic. The Installation Team went the extra mile for us by filling the extra hole with foam with the added commitment to return at a later date in the not to distant future to install a cover plate assembly. We were informed that action would occur shortly as the team is frequently in the area of our home. Thus far, the Installation Team has not returned, an email to our Sales Team member about the open work item has not been returned, and we have purchased and installed a cover plate assembly at our expense.
The concern we have about the failures noted above is focused on our planning for replacing another door and windows. We lived in Delaware and had a major remodeling of the home that was solely Pella windows throughout, two exterior doors and two speciality windows in the project. Following that introduction to Pella products, we have been dedicated Pella customers for all our home door and window upgrade projects. We do intend to continue with the Pella products for our future upgrades, however, please understand our intense disappointment with the latest service. It was not up to the Pella profile.
Sincerely;

MSgt Kenneth V. Thomas, Jr.
United States Air Force (Ret.)

THIS IS ONE SEVERAL LETTERS THAT GENERATED NO RESPONCE
Gentlemen,

We have to share with you our disappointment with the install of your product. We replaced 40+ windows, over 90K worth in our 1.5 million dollar home. So far we have accrued
well over 5000.00 in re-dos, do to your teams sloppy workmanship. Keep in mind, your sales team knew the high craftsmanship of this estate when bidding..
Previously you were apprised of the re-do of nearly all interior trim
(relights, window install depths and plumb issues).

Now that the exterior painting crew is onsite nearly all caulking 60% is being removed and reapplied or repaired.
Please see the attached photos.. All these photos are in the most visible areas (front entry, patio off the master suite, etc).

We can not in good conscience consider a positive review of your installation team..
Feel free to contact us so we can discuss this problem.

On 7/9/2019 6:40 PM, wrote:
Now sadly we have a bigger issue..The caulking used by your installer is not paintable.. Our contractor is using Sherwin Williams Duration.. and it is peeling right off.
This is a big issue on the upper floors as the caulking is FINGER SMEARED 3/4" to 1" inch in width around the trim...And the same for the caulk lines that are between the window frames the inside cut of the trim.
I have sent a text to Oscar, asking him to come out as soon as he can.. We are stopping painting until we find a solution to the caulking..
Please look at the pictures shown

Since August I have been trying to obtain a replacement shade for my 12 year old triple pane exterior patio door. I have triple pane throughout my home. I am not looking for a free shade since I understand that the warranty has expired. This particular shade has already been replaced twice. The only alternative that I've Been given is to purchase one for $780! For a single shade! Such an exorbitant price for a single shade makes no sense. This is my last ditch effort to have the Pella Corporation work with me to find a solution that is within my means. I love this window system, but fear that the financial consequences if this continues to affect the 16 other windows that have such shades. I look forward to your quick response.

Hi Mr. Yaggi,

I hope this email finds you well. Congratulations on your success with Pella Corporation. The reason I am writing is because I am having a big issue in my world here in Tucson, AZ. First, my apologies that I have to write to you and bring you this problem. The reason I am doing this it's because I have run into a road block here. A quick synopsis, I am building my retirement home in Tucson. My builder ordered Pella windows, I did a lot of research and I was sold with your product. The order was placed in Oct of 2019 with the Pella sales representative in Tucson. We received the windows as expected. However, we did not receive the 12 foot Patio door. We were told by the sales rep it would be a week late. Then a month, so on and so on. The sales rep has blamed it on Phoenix, AZ and the Phoenix office blames it on Tucson. We have been told it was shipped, but the truth it was never shipped. The communication, between Pello and us is zero. No one has given us any updates. My builder calls the rep and he states one think, however the phoenix office states another. This is very un-acceptable. I was a big fan, now I don't know if I would recommend Pello. To this day, we have not received a Patio door and its Jan 15th, 2020. My house work is not stopped due to Stucco cannot be applied, tile cannot be installed and we cannot lock the home due to the opening. This has effected the building in all matters. My builder Travis Even [protected] with Bezalel Builders has called Pella every day. No one seems to be communicating. I am a first responder, and I have never seen the un professionalism and finger pointing. We paid close to $4, 000 for this window and still not seen it.

I understand you have a very busy day, I am asking if any way possible you can have someone look into this. We would like our door we paid for, and continue with our build. This has delayed the build and made the home very cold to work in. I would also like to see if you can compensate due to the extra delay and equipment we had to purchase for this issue. I am not asking for monetary, but for a deep discount. This is unacceptable.

My contact information is below. Also my builder information.

Order Information:
Quote Number: [protected]
Order # 011
Date placed: 07/18/2019

Owner:
Rolando Main
[protected]
Address:
3610 E Andrada Rd, Vail, AZ 85641

Builder:
Travis Even
[protected]

My Pella proline sliding glass door is rotting.
I bought 2 of these units in 1993. One unit rotted and was replaced by Pella in 204 at a cost of $2, 000 plus.
I just found that the 2nd unit is also rotting. I contacted Pella and a sales person came out and documented the damage.-3 weeks ago. I have to follow up with the salesperson as well as the Grapevine TX office but no one returns my calls, emails or texts.

I purchased a Pella fiberglass replacement sliding door unit with transom (window over the top of the doors) in April 2019 for $4, 500 from the local Pella dealer. The sliding door panel was warped in the original unit they delivered and installed resulting in having to push very hard and the door banging loudly against the frame when closing it.
Since then, they have ordered 4 replacement door panels from the Pella factory and each one has been defective in the same way as the original - the frame is warped with a bow in the center. I am waiting for the 5th replacement and have become very frustrated with the numerous appointments made then being canceled at the last minute or having another defective product delivered only to have it taken back and re-ordered. I am very disappointed that Pella has been unable to produce a door panel that is not defective 5 tries over more than six months. I bought Pella because of it's quality reputation but have found that they are incapable of producing a product that meets bare minimum standards..