Pella Replacement Windows & Doors of Chicago Reviews (%countItem)
Pella Replacement Windows & Doors of Chicago Rating
Address: 4301 - 11th St, Rockford, Illinois, United States, 61109-3027
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Placed order 7/2019 got it installed in 9/2019 because Pella had to keep changing dates. Installers got insulation foam on door and weather strip and ruined the door. They also put a big nick in door with the screwdriver. Never got any touch up paint with the door either. October 29,2019 service men came back and found out they didn't have anything to remove the dried on foam . They shimmied the door only to make it worse. I could see light all around the bottom of door now. Came back Nov 2019, but didn't do anything. Got a new door brought in Jan 2020 only to find out, after mine was off the hinges, that it was a wrong door! It wasn't fire proof. Now March 2020 brought another door it was messed up with black splotches that couldn't be removed. Pella can't give me any touch up paint because the new color has been discontinued. Gave me the code to take to the paint store to get some . I get to pay for the paint also! I never got any money back for my Brand New door that got ruined the day it was installed. Just found out it's going to take them 1 more month to come back just to install 3pieces of weather strip on 4/ 2020
Placed an order with Pella for doors and windows. Ordered 3 exterior doors in black. I was told the door sills would be black as well and it was noted in the signed Pella Contract, that all sills were black. When the doors were installed, I noticed the sills were Bronze. I spoke to my salesman and he simply said that is our Pella black. When his manager came out with samples, he admitted that the sills were in fact "not black". I looked online at the brochure of the exact make/model of our Pella doors and they said that they only make Bronze and Brown. When the manager followed up to resolve our complaint, he stated that the sills we had were Pella's black sills. My husband and I proceeded to the Pella Showroom in Oak Brook, IL and the Pella representative showed us the exact door and showed us a Black sill, which I brought into the day light and confirmed with her that the exact make and model and door we ordered does come in black and she showed us the true black sill. When we brought this to the manager he simply said she was wrong. Its interesting what people will lie about to make a sale. When the manager passed me off to a Sr. Customer Support Manager, the CSM said that the manager was wrong in telling me that my sill was black and that the Oak Brook representative was wrong as well and I have this on Video. They said they can give me money to have someone paint the sills, but they can't guarantee it won’t chip/fade.
this complaint was forwarded to the wrong Pella location. Please forward to the location in Illinois.
Thank you,
Jay ***
Installation Manager
Pella Windows and Doors - Pittsburgh
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13945400, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The note said it was sent to the incorrect Pella location.
Pella Window and Doors***Warrenville, IL 60555Pella Corporation***Pella, IA 50219
Regards,
Grazyna
This response is coming from Jeremy *** (Sr. Operations Manager for Pella Windows & Doors), not Pat ***
Shawn N (Sales Manager) met with Grace and her husband late September at her house with Scott G (Sales Rep). After the delivery of their order, a concern was raised regarding the color of the door sills and Shawn and Scott went to meet with Grace. When they met, Grace showed them the doors and informed them of her concern regarding the color of the sills. At this visit, Scott and Shawn confirmed that the order was placed with black sills, per the contract for the order. During this visit Shawn acknowledged that the sills did look brown compared to the door frame and panel cladding. At this point, Shawn and Scott said they needed to verify that the doors were shipped correctly and they would return with an answer. After searching for sill samples locally, Shawn spoke with our service department to check the order and they verified the Pella shipping report showing the black sills were picked and built with the product. Shawn then took anodized black, anodized bronze and black frame cladding samples back to Grace’s house to try to verify what color the sills were. Shawn still could not confirm the sills were black and then called Pella Corporation to speak with engineering and quality control. Shawn received a photo of our black sill next to a brown sill via email from Dana with the quality team in Pella that he forwarded to Grace. Dana also sent a black sill piece of the product that was used on Grace’s door to Shawn. Shawn then called Grace to confirm that he had a sample of the actual black sill material and to set up a visit with her to confirm whether or not her doors had the correct color sills. At this point, Grace felt that Shawn and Scott were lying to her and misleading her and she asked for a different manager to get involved. She told Shawn she did not want him to come back to her house with the sill piece he had received.
Shawn notified me (Jeremy ***, Sr. Operations Manager) of the situation and Grace’s request to have a different manager get involved to assist with resolving the situation with their door sills on Friday, October 4th. I called Grace on Tuesday, October 8th to discuss the history of her project with her and find out what I could do to help. She brought me up to speed on her concerns and I told her that Shawn had also told me what he had done up to this point to try addressing her concerns. Shawn turned over the piece of black sill material that he received to me and I asked Grace if I could come to her house with the black sill to try to verify if what they received was correct. When I was discussing a date for me to go to her house with the black sill, Grace became upset with me because I was going to be out of the office from the afternoon of Wednesday, October 9th through Monday, October 14th. She then asked to get someone else involved in resolving this situation due to all of the delays and asked who my manager was and if he could come out. I told her my manager was Derik (General Manager of our sales branch) but I told her I didn’t think it was a good idea to try involving another person to try resolving this. I also told her that someone at Derik’s level would be less of an expect on her specific issue. During this call, we did not set up a date from me to go to her house with the black sill.
I received a message from Grace when I returned to the office and she asked for me to come out and meet with her to review her door sills and we set the date for Thursday, October 17th. In the time between my 2 conversations with Grace, I reached out to Dana from the quality team in Pella and also asked her to send me a piece of our bronze door sill. When I arrived at Grace’s house I had a piece of our black sill, a piece of our bronze sill, a black frame cladding sample, a copy of the order that was placed and some screen shots from our quoting software that show the sill options that are available for all of our hinged patio doors. When Grace took me to her doors to show me the sills, I put the black and bronze sill samples that I had on her door sill and her sill matched the black sill sample. I told her that she does have our black sill on her doors and she was not happy with that conclusion. We talked about the differences between our black, brown and bronze sills for a few minutes after that. Grace also told me that she had went to our Oak Brook showroom to look at product there and our showroom specialist (Angel) had showed her our black sills. I told Grace that I had also went to our Oak Brown showroom to talk to Angel and see the displays that they looked at together. We have 2 displays in that showroom that have black sills but they are both entry door displays which have a different type of sill than Grace’s hinged patio doors. There is a hinged patio door in that showroom and that display had a brown sill. I shared this information with Grace and also told her that the only sill options for her door were mill, nickel, black and bronze finishes. I also explained that we used to have a brown sill finish but told her that Pella eliminated the brown finish in June of 2019 and transitioned to the black sill at that time. I had a copy of the marketing bulletin that Pella Corporation published regarding this change with me. I left a copy of that with her and also showed her that her order was placed on August 15 which was after the brown sill was eliminated. We had additional discussion regarding what she was told in her initial sales appointment, her conversations with Shawn and her trip to our Oak Brook showroom. I do not remember all of the details of that discussion, but it was mostly centered around her belief that the Pella employees she had interacted with didn’t know what they were talking about or where lying to her about our sill options. Grace then asked if she could record me talking about our sill colors. I’m not sure how much of our conversation she recorded but she did record me putting the black sill sample on her door and saying that was our black sample, me putting the bronze sample on her door and saying it was a bronze sample and some questions she was asking me about what she was told when she visited our Oak Brook showroom. She then asked me what we were going to do to fix this issue. I told her that I would need to talk to Shawn about our options since he is the sales manager for her project. I left the black sill sample, bronze sill sample, a copy of her order, the screen shots from our quoting software and the marketing bulletin with her and then left her house to return to the office.
That afternoon I called Grace back and told her that we would offer her a credit of $1,000 as a branch goodwill that she could use toward refinishing her black sills since she is not satisfied with the current color. She did not accept that offer and told me that she would talk to her lawyer.
I purchased a Pella patio door. I did not receive a handle/lock set in the packaging. The original packaging stated it was 1 of 1, All parts needed should have been inside. I was later told after requesting the handles from Pella that the handle is shipped separately. The door was not installed immediately due to weather conditions and the extent of the construction needed to install the doors. When the doors were installed, the contractor notified me that the handles/locks were not in the packaging but the handle/lock installation too was in the packing. I immediately contacted Pella Customer service and *** (POP). The first customer service agent stated that she could and would send the handles to me free of charge since I did not receive them and my house was exposed because the patio doors could not be secure. Due to the lag time for shipping the item she suggested that I contact and go to the local store in Tinley Park, IL to acquire the handle/locks to secure my home. I followed through with her suggestion on the next morning. I was told by the representative at Tinley Park that the store was only a showcase ands they did not have parts. I was re-directed multiple times and to date I am still trying to get the missing parts for my door, whereas my home is till not secure. I was told over the weekend to contact Carmen from my local Chicago office to get the handles by Customer Service. I asked why Customer service could not send the handles out to me as I was originally told. The representative stated that Carmen had notes in the system and that the Chicago Office was the ones who could send me the handles/locks. I left a message for Carmen and today I am told that I have to purchase the handles/locks because I did not notify them within 48 hours of delivery. I have no knowledge of this policy nor was I told this by the numerous customer service representatives I have spoken to.
I want to apologize on behalf of Pella Corporation and ensure you that we are going to do make this right. I have contacted our National Accounts Sales and Support team. They have ordered your hardware; free of charge. The order number for the hardware is ***. They will ship your hardware via Fed Ex overnight. I would expect the hardware to arrive no later than 10 to 15 business days; hopefully sooner with the overnight shipping. Again, I apologize for the frustration and grief this experience has caused you.
Sincerely,,
Patrick ***
Operations Manager | Rockford, Illinois - Pella Windows and Doors
(: 815*** / 641-*** | *: ***@pella.com
We had Pella install 10 windows and a patio door October 1, 2018. In April or May of 2019, one of the windows started to leak. I called Pella and they sent someone out to look at it on June 1st. They said they didn't see anything wrong with it and just added more foam and caulk. They said if it leaked again, they would have to take the window out and reinstall it.The same day that they left, it rained and the same window and another window next to it leaked. I called Pella again to let them know. It took several calls over several months to get someone else to come out and look at the house. They sent someone named Dominic, an installation manager. He looked behind a couple pieces of siding and saw the foam that is installed under the siding. He said he thought that we have no waterproof home wrap and that was causing the leaks. I told him I was pretty sure we had a wrap, but he told me it was not their problem, it was the siding company's problem. He said that the windows would have been sealed to the foam layer, which would not be correct. We had siding installed in 2015. Our previous windows did not leak. I found a picture of our house where siding was removed and it shows we have a home wrap. I also pulled a piece of siding and looked under the foam, and there was a home wrap. I called the siding company and they concurred that we have a home wrap. My siding company is willing to come out and verify it, but they probably can't make it until the end of November. I showed Pella the pictures of the home wrap and they said something like it only proves that there is a wrap in the locations of the pictures. Pella wants to wait until the siding company can come out before they are willing to do anything. This is unacceptable because the windows have been leaking for 5 months. We have 3 or 4 leaking windows.
6/1/2019: We sent a sub contractor who pulled the coil; fins and tape was used to seal the window. He also confirmed adequate foam was used and there was no water infiltration. He recoiled and caulked and reinstalled the casing. The sub contractor said they could not see any where the water could be coming into the home.
7/10/2019: We suggested to the customer to perform a water test.
7/26/2019: The customer let us know he could not find anyone.
7/31/2019: We called the customer to give him a list of companies that would perform the water test.
9/6/2019: The customer notified us that these companies do not do water test.
9/19/2019: Our installation supervisor visited the customer's home - He pulled three pieces of siding off the home and found the foam was exposed leading to the assumption there was no house wrap. We suggested to the customer a joint visit with the siding contractor.
9/27/2019: Customer called and said that he reached out to the siding contractor and the contractor said it was wrapped.
10/9/2019: Here is the response we sent back to Mr.:
I have talked to our Installation Field Specialist that was at your home and also spoke with our installation supervisor about what we have found when we were at your home. After speaking with them and seeing the notes from your siding contractor, I would like to suggest that we move forward with the joint visit between our Installation Field Specialist and the siding contractor so we can determine next steps. I also understand that the siding contractor is available at the end of November, can you please let us know the date and time and we will arrange for our Installation Field Specialist to be at your home for the meeting. If the siding contractor is able to reschedule this for an earlier date we would need 48-72 hours notice in order to schedule the resource.
We have agree to drip cap and re-flash and seal the windows and patio door on the first floor. We are going to check on the windows on the second floor and make repairs if needed. We offered the customer a return date of December 2 which does not work for the customer and we will be contacting Scott *** to offer alternate dates: December 3 - 6. We will paying for all labor and materials to repair any damage.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
Scott
Went with them without reading reviews and I was not disappointed! From A to Z, everything was taken care of in a professional and timely manner. I highly recommend and plan on replacing more windows in the future.
My husband and I are highly disappointed with the service Pella has (not) provided. While we were initially excited about the look and reviews for the Impervia windows, of the 36 windows installed, 6 remain unusable. It has been five (5) months since we first contacted Pella to service repairs to our windows and to date, the below-outlined windows repairs remain outstanding:
Indeed, we first reported issues with our windows in March 2019. A service technician arrived 4/2/19 and was not able to effect repairs because he did not have the correct parts. Pella confirmed the needed parts were being ordered and the repairs would be completed on 4/21/19.
On 4/21/19, the Pella technician arrived and again did not have the needed parts to effect the repairs. Again, Pella confirmed the parts were being ordered and would be in contact to schedule an appointment once the parts arrived. On 5/21/19, Pella contacted us to schedule the repair appointment. The first available was 6/21/19.
On 6/21/19, the Pella technicians arrived and for the third time, did not have the needed parts to effect the repairs. Again, Pella confirmed the parts were being ordered and would be in contact to schedule an appointment once the parts arrived. After not hearing from Pella, on 7/14 and 7/15 we contacted Pella for status on the parts and date of repair. An agent returned our call on 7/15 and apologized for not contacting us sooner but confirmed all needed parts were ordered and the repair could take place 8/21/19.
On 8/21/19, the Pella technicians arrived and for the fourth time, did not have the needed parts to effect any of the repairs. The technicians apologized and represented to us Pella, not them, kept ordering and providing the incorrect parts, explaining the parts they provided were for completely different windows than the type we had. Frustrated, we have called and emailed numerous individuals with Pella but as of this review, have not heard back.
To date, the following needed window repairs remain outstanding:
1. Master bedroom west facing window: the balance spring grates on the side of the window sill and makes a loud noise when opening/closing
2. Master closet: the balance the far too strong for the window making it difficult to open/close and, in fact, is ripping the side of the window sill.
Master bathroom: the middle and right windows have incorrect balances that are too strong.
3. Living room: middle window has the incorrect balance that is too strong.
4. First floor powder room: like the window in the master bedroom, the balance spring is grating against the window sill.
5. Back mudroom: both windows flanking the back door have incorrect balances that are too strong.
6. Basement bedroom: the wrong lever to operate the lock was installed (apparently it is a right sided lever when the lock is on the left side of the window). The technicians installed a temporary lever that is the wrong color and a black lever must be ordered.
We truly want to love our windows but this "service" has been terrible and completely disorganized. It is exceedingly frustrating when each time a technician arrives to service the home, we are informed that Pella provided the incorrect parts to effect any repairs. Moreover, we are then told it will be a month to order the correct parts and another month following to schedule service of repairs...
To Pella, we of course will update this review to reflect ongoing experiences.
Sincerely, sad and frustrated customers.
We have contacted this customer regarding the multiple visits to their home and not having the correct parts for these trips. We have ordered the correct parts and confirmed we have the correct quantity, we advised the customer that that correct parts were ordered for the previous visits but we did receive the wrong parts. We will check the parts before going to the customer’s home for the return visit to insure we have the correct parts. The customer is requesting a Saturday appointment, we are working to expedite her visit and schedule for a Saturday.
I think I was used because I am a senior citizen. I called Pella because I just wanted a quote on windows and a patio door. When the sales rep was here things happened so fast, and I was doing what he asked. I tried to cancel the installation twice. Now they want me to pay the $13,000. with no installation of anything. I am 77 years old, I live alone, I am just trying to make ends meet. I can not pay this bill.
The contract for this project was signed on 3/29/2018, and our contract has a 3 day right to cancel clause, which was not exercised by the customer. We were in frequent contact with this customer from April 2018 to June 2018 regarding her installation and permiting. Since the permit was taking so long, and the customer was experiencing some difficulties in her personal life, we agreed to hold progress of her order and credit her financing account to avoid interest accrual while she sorted out the permit. The expectation we set in a letter dated 6/8/2018 is that we would resume progression on her project and installation by 10/1/2018. We resumed communication with the customer in November of 2018 regarding her project, and have had no response from her since then. We maintain that we are within our rights to enforce this contract, and we will not cancel her order at this time. The customer can contact us at 815-*** to schedule her installation, and we will recharge her financing account at that time. Thank you.
Complaint: 13678158
I am rejecting this response because:LIKE I STATED I AM 77 YEARS OLD AND MAKING ENDS MEET. I CAN NOT PAY THIS BILL.
Sincerely,
Carmella
Pella installed doors and windows in October. The color of the windows and the door do not match. The sliding patio door did not match the windows, the trim on the door matches the windows, but not the door, and the frame of the inside screen door matches nothing. Pella sent out a colorist to check. The colorist took the color block and placed the block mainly at the bottom of the door and took small pictures. I felt that the color was a different block. He did say the windows were a little lighter in color. The colorist never took a picture of the door in its entirety. It tells a different story. There are many companies that use different wood products and their products do not look like Pellas It is up to the company to make sure the stain visually appears to be the same on different materials. I was told by my sales representative that he would bring his boss out to look over it. I felt he would agree with me. No one ever called me back regarding this issue. There were other minor issues concerning the inside screen door. It was not sanded or varnished. A pella sales person called me and gave me a number to call for help. I was given a number to call. *** was her name. She told me that Pella had agreed to replace the door jam if and only if I signed a waver that stated that they would only do it once no matter how it looked and/or my balance was going to collection. Well how about the other things that need to be done. She said they weren't on the paper. I said well then I guess I can't sign anything. I told her to call my salesman. I feel my sales rep has listened to me, but no one has been here to fix anything. I can't imagine what they would be doing if I had paid in full. In any case it was rude and threatening. I have pictures of my door and pictures of doors that are on Pellas website. My door does not look like those on Pella's website
Our Sales Manager and Sales Rep will be meeting this customer on 3/4/2019 at 8:15AM to discuss her concerns. Please note that all wood product have natural characteristics, and this can cause color variation in all of our products. This is outlined in our marketing, warranties and contract. Thank you.
Excellent experience from the quote to the install. Low pressure approach when first met and install exceeded expectations. So professional, well priced with excellent quality and warranty. So happy and I almost didn't make them my third quote!
They did an excellent job.
We had a new door installed last year. It’s a beautiful door, but the door was installed lower than the old door so that when we put the rug back the door would not open or close. We also have ½ inch of unpainted drywall above the door. After the installation we tried to get ahold of the sales rep for several months, only to find out he was on medical leave. When we finally got ahold of him he said that it should have been hung high enough to allow for a rug but we would have to talk to the installers. They told us they could not come out until March, but they never got back to us and all of our calls went unanswered until we finally gave up.
In order to be able to use the door I had to remove the pad that was under the rug. The door opens and closes, but still rubs on the rug. The rug slides around without the pad and I still have a strip of unpainted drywall above the door. The sad part is we could have gotten the door from *** for much less, but we went with the Pella installation because we felt we would get better service if we had an issue. A year later and I’m still mad every time I come down the stairs and see the unpainted drywall above the door. If you buy this door do not pay Pella to install it.
Hi Julie! We apologize that your experience is not what you expected, and we would like to look into this issue further to see if we can find a resolution. Please contact our Project Manager office line at 815-231-5150 for assistance. In order to serve you quickly, please have your order number and sales representative name available when you call. Thank you.
First class professionalism from Jason introducing the products, making sure what I was purchasing was exactly what I wanted, and coming back after the windows were installed to inspect the work and if I was completely satisfied. The workers did top-notch work installing the windows and the windows itself look fantastic and superior quality. You get what you pay for and the Pella company is the best in the business.
We're so happy to hear this, Brian! Thank you so much for the great review!
Pleased with the entire process. From the home visit by the sales consultant to the time the install was complete. Sales consultant Angelo was patient and responsive with questions for first timers in the world of pulling permits and getting inspections. Install crew left the inside of the room cleaner than when they came in.
We're so happy to hear this, James! Thank you so much for the great review!
My experience with Pella was amazing from start to finish. My salesperson Angelo was not only knowledgeable about all of the products but was able to make specific recommendations to my family?s situation and the end result was amazing. The installation process was also seamless which led to an incredible finished product.
We're so happy to hear this, Aaron! Thank you so much for the great review!
My wife and I had an outstanding experience with Pella. Will Gammoh was an incredibly knowledgeable sales consultant that made the buying process enjoyable and very easy. Will made us feel confident and informed about our choice. I couldn?t have asked for a better experience.
We're so happy to hear this, Ryan! Thank you so much for the great review!
Nothing but a positive experience from the initial visit from our salesman to the installation. Our windows are wonderful and better than expected
We're so happy to hear this, Jackie! Thank you so much for the great review!
We have had a very positive experience with Pella. They are very professional and quick to resolve any issues or concerns you may have.
We're so happy to hear this, Kathy! Thank you so much for the great review!
What a great experience! Love my new doors! I can?t say enough about the installers....kind, courteous, and hard working. They ran into some obstacles, but jumped right in and solved the problems.
We're so happy to hear this, Debbie! Thank you so much for the great review!
excellent products. Pella?s quality speaks for itself. Will *** explained and walked us through the process.We recommend that you speak to Will if you intend on purchasing a new door or windows. Pella is one great door and window manufacturer.We recommend Pella doors and windows to everyone. We checked others and the product quality was not even close. We are glad to have stuck to Pella products. Thanks Will!
We're so happy to hear this, Lou! Thank you so much for the great review!
Pella is very attentive to what you want. They focus on making sure you are satisfied with the proper products. They are great with demonstrations and examples.
We're so happy to hear this, Robin! Thank you so much for the great review!