Pella Windows & Doors of Wisconsin

Terrible experience....putting a patio door in our basement rec room...They didn't take into consideration the amount of construction that would be required. They only allowed 4 hours for a project that needed days.
The team couldn't come back because they were already scheduled somewhere else ...They was NO communication ...we had to call the salesperson finally. NO calls from the project manager..NO shows when they said they would have people there.
Everything is on you...we called Green Bay to talk to someone to get help...
Wrong materials!!! missing materials!!! not doing what the order said..
$13000.00 project and they treat you like Crap...It took over 2 1/2 month to finish this ...
The Pella Patio Door is great..this company sucks.
You can get Pella products from many companies win Wisconsin
DO NOT USE THIS COMPANY...I hope to never see the TV add with Miss *** Pella again. It turns my stomach..

We bought $14,000 worth of windows and 2 sets of patio doors. They are leaking. They are full of mold. They get ice on the bottom, plus ice build up on the window sill. My wife has autoimmune diseases, we do not need mold in our house. After arguing with them, they finally sent two representatives, who were here for a total of fifteen minutes. Their answer was, our house has to much humidity. These windows in the summer and winter, worse in summer, are very hard to open. They are double hung windows. Wife has to push down on bottom of window, while I have to push up on top window, to lock them. The locks are stained with mold, from being wet. You can actually see frost on the bottom of window. We burn wood, for heat. It is a dry heat, with no humidity. The patio doors get frost on the handle side all the way to the floor and across the bottom. The finish is wore off and also collects mold. I took pictures and sent to Iowa headquarters. Have not received an answer. We want these windows fixed or replaced. There is supposed to be a lifetime warranty, that they do not follow. Have complained since, 2006.

Watch out...once the contract is signed, the incompetence begins. Our $15,000 project was met with one miscommunication after another. Window incorrectly sized, no show, wrong or missing materials. I became the project manager because of total lack of communication between the company and the installer. ALSO--one would think that after this type of investment the windows would be left clean. Nope. There is small print in the contract language that releases them from that duty. However, their never ending commercials sure look like those windows are installed professionally and left clean. We took multiple days off to get this project complete. We started in August, and we will now be into December. I would seriously ward anyone off from this company.
Will someone from your company please take responsibility for this project?

We contacted Pella regarding purchasing a replacement screen door. Based upon our address, Pella quoted us a price for the identical replacement door. We did not order at that time. We called back multiple weeks later to order the door and were told that it could still be under warranty and they wanted to send someone out. A Pella representative came to our house, looked at the door, and quoted us a price for the identical screen door (pre-stained, as all the other Pella components in the house are as well as the sliding glass door). We were told someone would call us to take payment by the Pella rep who came to the house. The door was not covered under warranty, as the damage was our fault, which we had never argued on from the beginning. The request to have to have a rep come in person was at the request of PELLA to ensure the proper door was ordered. . After not receiving that call for a week to take our financial info, we called Pella. We were told that an order had not been drawn up yet and it would take several more weeks yet. After some arguing with a customer service representative, a manager took over the call and indicated that yes we were right, an order did exist and the price we were quoted of 369 was accurate for the matching replacement screen door. We were told it would be two weeks to receive it., and we paid in full at that time. Pella indicated they would send a detailed copy of the reciept. A few days after that call, I received an empty envelope from Pella with no reciept. After two weeks and a day, when we had not heard from Pella about the door arriving, we called back in. Pella told us at that time it would be almost three more weeks. After I expressed my strong dissatisfaction with the increased time and the fact no one had called me about it, the delivery date was moved up a week. IN addition, I again requested a detailed reciept since the previous mailing was an empty envelope. When the door arrived on 8/6, the screen door did not match the sliding door, since the replacement door was unfinished. I spoke to customer service on 8/7 and was told the order was simply matching what was in the computer and since the rest of our windows/doors didnt come prestained neither did this order. When I told her that was completely untrue, she then placed me on hold for a long time and eventually came back and said we didnt request it to be prestained and that was reflected on the invoice. I explained that 1) a person came out in person to ensure the order matched and 2) we were never emailed a proposed invoice as she contended. She then went on to state that normally the price for prestain was approximately 260 but she could do it for 125. I indicated this was not acceptable as door that was stated to be ordered at the previous price was to match and this didnt match. There was a long string of errors on their part, in addition to significant delay at receiving product. The entire time, Pella had the information in the computer related to the color of our pella products in the house (they are all the same). Pella rep who made house call as well as Pella manager who sent in order both indicated that we were receiving a matching replacement door and both provided us with the amount of 369 which was paid in full. At no time was anything about options of stain mentioned, as they simply said it would be matching

Pella took the money and ran. They billed me for windows that I did not receive.On 4/11/2019 they set up a loan thru GreenSky, a loan company they provide to their customers. A few days later pella called us said the sales rep who met with us and filed the order - Quit ended his employment with them. A new sales rep *** told us there was a discrepancy with the order,and that he was to be our new sales rep. I told him we would have to re schedule with him,and Im still not sure what all the discrepancies where? GreenSky has sent me a bill for the windows due 5/22. I called GreenSky and told them I dont have any new windows from Pella. They said pella, already took the money. They listened to my story and turned it over to their legal department to investigate., This *** fellow said he would talk to his supervisor and get back to me. Yeah Right! Phone tag no call backs. I reported this to Pellas corporate office. No results.

It all started in July of 2018 when our 3 doors from Pella were installed. There were issues from the beginning. There was a dent in the screen door for the basement, the 4 panel door did not close correctly(we had to slam it in order for it to lock), the panels on the 4 panel door were not square and the windows appear to be croocked, the installers put the wrong trim around basement door, the screen doors were installed completely wrong on the 4 panel door, and the basement door does not lock AND STILL DOESN'T! As we tried to work with Pella to get these issues resolved there seemed to be an extreme lack of communication. I had to contact many people in the company multiple times to get simple answers. Our salesman was useless after we signed our contract. They also seemed to not want to deal with the 4 panel door crooked panels. Our project manager told us that the basement door was installed wrong and he was going to order a complete tear out and reinstall, however that never happened. Dealing with customer service seemed to get us nowhere. Pella technicians have been out to our house for 8 recoveries and our basement door still does not lock, water leaks in from the top of the door (most recent issue because of some heavy snow) and a panel on the 4 panel door is still crooked. We are now in April if 2019 and still not satisfied with these doors or the service from Pella.

Our overall experience with Pella has been less than satisfying. It seems customer service is not a high priority for Pella. So far, every time there has been an issue with our windows or installation, it takes three to four weeks to have it addressed, longer if you are booked or replacements must be ordered. Then your placed at the end of the line to have someone come out. We waited almost 23 weeks / 5 months from when we signed our contract with Pella until final installation of the last window. As you can tell we have had it with Pella of Wisconsin Many issues with this company. These would include late delivery of the five units, coupled with the incorrect patio door and wrong crank out in the master bedroom window, missing screen on a window direct from the factory, wrong casing installed on patio door and having them to come out an reinstall, taking over a month to have someone from Pella come out and look over things and get the correct units ordered and being told that the replacements would be put on a rush order only to wait another month. Finding out they ordered the wrong size window, then when it showed up, it was the wrong style window, then to have it replaced a third time. We have compiled a list of issues we had during our experience, too long to list but can be shared.

As for our sales representative, he is a true salesman and only a salesman. Once our contract was signed, we felt he left us high and dry. He was difficult to get in contact with, and awful in responding to us. Many complaints we made to Pella with our displeasure in the service he was not giving us. It seemed like he hooked us and left. It seemed after he was removed and a new induvial stepped in, things began to happen. Issues were finally being addressed and handled. The new individual had more customer service provided to us than our salesman and Pella ever did.

All these items have left a bad taste with us. We wonder how we have had such a bad experience with a reputable window company as Pella. This is something you would probably see with a lower end window company. We have paid a lot of money, $33,000 for these windows for all that we must put up with and received little to no satisfaction on the part of Pella. The lack of attention to the entire project is a poor showing on Pella, and how they react to customer issues. We choose Pella because of their reputation and product. We did not expect Pella to operate like the experience we had. I am sure after writing this review that I will get the standard Pella apology like many others in this review area.

*** and

I purchased a new patio door which arrived damaged. The four glazing beads on the exterior sides of both panels do not fit because they are the incorrect size. Because of this, there are large gaps between the glazing beads and the glass. In addition the door has scratches on the exterior panels. I spoke to three Pella representatives, the salesperson, a service and repair rep,, and ***. Their resolution to the problem is to send new glazing beads in five weeks and there was no resolution to the scratches.

My wife, ***, contracted through *** of Pella Windows and Doors of Wisconsin on May 30, 2018 to have a new patio door installed. She paid in full up front to receive a discount. We received an email confirming our installation date of July 6, 2018. On July 6, no one showed up to install the door. We we followed up, we found out that the door was never ordered as the stain color we requested for the wood trim was not available. *** was supposed to call us to discuss our options but never did in the 6 weeks after we ordered the door. He then tried to blame it on me for "insisting" on the color of stain. However, I was not home during this time and made no such demand. We were given the option of choosing a different color or staining it ourselves. We chose to have it unfinished so we could match the rest of the stain in our house. We asked how much of a refund we would receive since they are not incurring the cost of the labor and materials to stain the woodwork. They have not responded to that request.

The situation continues to get worse. They ordered the door and rescheduled our installation for August 9, 2018. The installers showed up that day. They removed our current patio door before confirming the new door was the correct size. Unfortunately, the individual who took the measurements for the door in May wasn't even close. The new door was 7 inches too large for the opening and was the wrong style of door. The installers had to piece back together our old door and reinstall it. The interior trim which is to be replaced was damaged in the process and unable to be reinstalled. We essentially have a patio door held in place with a few screws and spray foam insulation oozing out of of the gaps.

They put in a "rush" order to get the new door ordered and scheduled for today, August 28, 2018. Once again, no one showed up to perform the installation. We called to complain and they blamed it on the installer having an issue and not communicating that they wouldn't be able to complete the job.

I have tried to be put in touch with Gina Della, the general manager. However, I was told they can't give me her number and would leave her a message, but they can't guarantee when she can contract me because she gets so many messages.

A 6 week project should not take 3 and a half months.

I recently spent $8,000 getting windows from Pella, and it has been an awful experience. First, shortly after setting up the installation appointment I was called and told the appointment needed to be rescheduled, for reasons that were never explained. They scheduled one day for the installation of the windows (a Wednesday). However, when the installers arrived they said it would actually take two days, and so they would need to come back the next day. Then, after two days, they said they weren’t done, and so they needed to come back the next day. After the third day (Friday), they still weren’t done, and they said they needed to come back on Monday to finish. Finally, Monday, they said they were finished, but one of the windows had a broken part, and so they would need to come back in a week or two to replace the part. This is 5 days that we had to be home, find rides for our children to and from school, and adjust work schedules, when it was initially scheduled to be finished in 1 day.
Then, after they left on the 4th day, we noticed that there was a crack in the plastic of one of the windows, and the installers had failed to install dozens of covers over screw holes (they had installed a few covers, but not nearly all of them). I emailed customer service and asked that when they come to replace the broken part (which they had already scheduled), that they also take care of the crack, and the missing screw hole covers. I received no response from customer service for nearly a week, until the day before they were scheduled to come I received a response (Ref #180509-000455) saying that someone from Pella of Wisconsin would be contacting me regarding my request (which never happened). When they came the next day they provided the screw hole covers, but they did not fix the cracked window. So I had to contact them again and ask them to fix the broken window.
When I contacted them about the window, they didn’t apologize or offer any explanation, but just set up a time another day (day 6) when they could come and look at the window. They came and saw the crack, and then set up another date (day 7) several weeks later when they could come and replace the broken part. We arranged our schedules so that we could be home that day, but then shortly before the scheduled day, they called and said that the part somehow still hadn’t left the warehouse, and so they would have to reschedule it once again. So they rescheduled the repair for a new day (day 8).
It took several months from the date of our initial consultation before the window installation was finally completed. What was initially supposed to be a 1 day installation turned out to be an 8 day nightmare -- 8 days of rearranging schedules, going in to work late, and finding rides for children.
Throughout all of this Pella’s customer service has been awful. At no point did they offer any discount or compensation for all of the problems, nor did they even attempt to offer any sort of explanation. I could’ve paid half the price and gone somewhere else, but I chose Pella because they are supposed to provide high quality products and service. Clearly that hasn’t been the case.

Horrible in home consulatation experience. At the end , the whole process looks like a scamming the customer.Following are the events timeline:
1) 06/25/18: First time Salesman stooped by home consultation to give me a quote. He said he is replacing another salesman who is originally entitled for the job by Pella Project manager. Point to be noted, as this was one of the salesman excuse on a later date when the project fell apart.We asked him to quote two upstairs window as sliders and after measurements and observation he told us "this is a very simple project and will be done in one day. He quoted less than $2300 for two window replacement which includes $200 installation fee as I have less than three openings.
2) 07/02/18: After discussion we added a non energy garage single hung window , to get rid of the $200 no sense cost and the total price quoted was $3037. The quote was revised to $2575 as we agreed to pay all the cost upfront during contract signing.
3) 07/09/18: Comparing cost with other companies , we decided to select Pella and after negotiation the contract price was agreed to be $2525 if we pay everything upfront. We asked the salesman to stop by and start the process.
4) 07/23/18: After several days of chasing and hearing different excuses( laptop was broken for a week, forgot to send email before vacation), the salesman finally stopped by on this day(07/23) to finalize the contract and confirmed once the contract sign some one will do the exact measurement. Suddenly from nowhere, he started discussing the installation with his installer , facetimed him to show the window. After the facetime, the installer told him he cannot install the window the way he has quoted the price.The salesman was in completely disagreement with him, but said he cannot go against him due to company policy. According to him, the project price will be 2.5 times more then he quoted based on the installation process.The project appeared to be dead.
5) 07/25/18: I called his Pella Supervisor and he told me it can happen: that is the only explanation given to me.
So bottomline, I wasted 1 month, discarded few other quotes based on the Pella process where the final contract price can be 2.5 times than the initial quote and the sales supervise can blame it on the process without apologizing for their lack of training of the salesman or depending on the installer who was sitting on a couch and made a decision by looking at facetime rather than stopping by at the project site. I am a structural engineer, working for 15+ years in the construction industry , this is called a rogue process of scamming people.

I am not a happy customer. My project was very simple and straightforward - install one window, install the exterior trim and pull the permit, all of which I pre-paid for in advance per the contract I have from Pella. On the installation day the installer arrives and tells me he doesn’t have the right trim to finish the window. Keep in mind home has very basic and common white hardieboard / LP trim that is readily available from all the local home stores. However, he tells me he cannot go get the materials and that he can either install the window without finishing it and I can “work it out with my Pella contact” afterwards or he can reschedule the install. After pella already rescheduling the install once, there was no way I was letting him leave without installing the window (especially since there was a hole in my house for the opening), so he installed the window but did not install the trim per the contract and what the salesman told me. That day I immediately emailed my Pella sales rep explaining the situation asking him to either schedule the installer to come back and finish the job that I paid for OR I was even okay with a refund for what I paid for the trim and doing it myself (even though I shouldn’t be). Seems like a reasonable request, but I guess was not because its now 4 weeks later and I still have no finish trim on the exterior of my house, no refund and after numerous calls and emails I do not have a resolution nor a definitive response. On top of that, I paid Pella the permit fee and I called the city to check and they didn’t pull the proper permit either. They had 3 simple parts to a very small project (again, only one window) and they managed to screw up 2 of the 3 tasks. The worst part is that they are not taking responsibility for fixing the problem after they messed up now 4 weeks later. I would not be writing this review had they fixed the issues. How is that such a large company can execute so poorly on such a small project? I am extremely dissatisfied.

Our windows and patio door were installed on 4/3/18 - 4/5/18. We were never contacted by anyone from Pella after our install to see how it went or if we liked our new windows. We were not even sent a copy of the forms we signed online (I got these a month after the install). On 5/2/18 we had rainfall and our front window leaked alot. I sent an email to our sales rep, a customer service rep, and their service request email address around 11:00pm on 5/2/18. On 5/3/18 a project manager came out to our house and said that the front window would probably need to come out and be reinstalled. They also checked our patio door which had standing water in the track that was not draining. We heard nothing from Pella for 5 days after that (I'm sure it would have been longer had I not emailed them). I sent an email to the same set of people on 5/9/18 around 9:00 am to find out what was going on. Our sales rep told us since he didn't hear anything he "thought everything was fine". The installer came back out on 5/10/18 in the morning while no one was home and adjusted a drip cap and recaulked. We have no proof of this though because according to Pella "we did not have a COC form since you and *** were not home and it was all exterior work". There was also no follow up to see if this adjustment fixed the problem. With the next rainfall on 5/14/18 the window leaked again and the patio door track had standing water so I emailed our sales rep on 5/14/18 around noon. On 5/15/18 someone was to come out to the house to do a water test assessment. When he got to the house just by looking at the outside of the window he canceled the water assesment and said that he wanted to take all the trim off to look at the window inside and out. We set up an appointment on 5/18/18 at which time it was determined that the window itself was faulty not the installation. A new window was ordered and came in on 6/1/18 but can not be installed until 6/27/18 at the earliest (which isn't a date that works for me so I actually have to wait until 7/2/18 for the install). When I asked what I am supposed to do if it rains between now and then a sales manager explained to me how to put a towel on the window sill. He also explained to me that we will receive no compensation because "that's just how construction works". I find this unacceptable.

I had Pella Windows put in two window at my house, and the exterior color of the windows does not match my residence. I have had them replace a window in the past and it matched. The salesman assisted me with picking the color and I thought he would know best. They deny that their sales people assist with colors, but yet when service comes out they know the color.

We ordered 2 patio doors from Pella. We had 14 appointments for the installation and or adjustments, a total of three different installers over a period of 9 months. We experienced tardiness for arrival times and obviously poor workmanship during installation process.
We also felt that some compensation should be considered for all the inconvenience which we had experienced, and we felt that we were led to believe after the job was completed we would discuss compensation. After completion the Retail Sales Manager stated that the compensation was having the new doors installed.
At this time we are not pleased with the unprofessional services the we received and would not recommend using this company.

Received new windows on 6/14/2016 that leak and frost up on the inside. Contacted company regarding issues on Nov. 12, ,2016. Called them on Nov. 15, 2016 and again on Dec. 17, 2016 and Dec. 28, 2016. Guy sent out to house on Dec. 28, 2016 for inspection. He opened and closed windows stating everything was okay. On Feb. 2, 2017 another guy was scheduled to come out for an inspection, was a no show. Sent out another guy on March 3, 2017 and he didn't know anything about why he was being sent out to my home. Called March 8, 2017. A guy was sent out a week later with a temperature/humidity gauge. Contacted company again on June 7, 2017 left a message. Didn't receive a call back from anyone. Called back on June 21, 2017 and left message. Called June 26, 2017 left another message. On June 27, 2017 received a call from Mandy stating someone was going to be coming out for a follow-up on everything. Nobody has showed up or called to date.

We purchased new windows/doors from Pella six months ago. Since then we've been struggling to get Pella to install the missing materials, finish the work, and fix defects in their installed products.

Here is an email that went sent them with specifics:
https://docs.google.com/document/d/1kYqJx23lTbpTtCm18uhnNPJTzl5C_Z4E2I8NeqX6AZk/...⇄