Pella review: Poorly cleaned windows on factory installed windows with blinds processed at factory

Attn : Pella Customer Service and Quality Control Department
We ordered Pella Lifestyle windows and patio doors for our home in Grimes Iowa. The ordering and installation process went well and we were impressed with our Elite Pella Certified Contactor New Face Renovations. When I went to clean the windows afterwards, I noticed that all the triple pane windows and the patio door with the factory installed blinds had hand prints, smudges, strands of glue or silicone caulk, dirt and water spots on the inside glass panels on all of the ones with the factory installed blinds, this was clearly a lack of quality control in the assembly process at Pella.
Looking for help, I pulled up the online owner’s manual for the Lifestyle Windows all 82 pages of them finally locating the cleaning instructions for the casement windows and finding out that we needed a special tool to open the windows that were not supplied to us as owners. We found no instructions for the newly innovated designed Life Style Patio door in the manual. We were told that Pellas Customer service was backlogged up to 3-4 months which we found unacceptable. We called our Contactor New Face Renovations seeking help. They immediately responded back to us and within two days the owners of New Face Renovations came out to inspect and clean the windows to our satisfaction.
I am extremely disappointed in Pella’s lack of quality control and lack of responsibility in providing a remedy to fix the problem. After spending well over $30,000 on Pella’s Lifestyle windows, I had high expectations of having an outstanding customer relationship. After all, in all of your advertising, Pella boasts about lifetime warranties, innovated designs and customer service. After spending that kind of money If Pella truly believed in Customer Service one would expect that at the very least that Pella would provide the instructions, the process and the tools needed on how to clean and maintain the windows, especially those with the new design hinged panels. After seeing how difficult it was for New Face Renovations again a Pella’s Elite Contractor to even open the windows and panels to the patio door, I doubt that most homeowners could do so without causing some damage to them. As stated above, a lack of quality control in the assembly process at Pella causing streaks and smudges on the inside of the glass panels causes we as the customer a major dissatisfaction. More importantly we sincerely hope that Pella will focus on the quality control needed and take the necessary steps on keeping them clean. Thankfully, we choose the right contractor but have our doubts on the manufacturer, who seems after reading many other reviews has forgotten how to focus on customer satisfaction.
NANCY DEDONCKER
904 SE Trail Ridge Road
Grimes, Ia 50111
PH:[protected]
EMAIL: [protected]@gmail.com