Pella Windows & Doors Reviews (%countItem)
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Pella Windows & Doors Rating
Address: 277 Mallory Station Rd STE 107, Franklin, Tennessee, United States, 37067-8251
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Pella has been the best company to work with! We bought the 15 foot sliders with fixed sliders on either side. These doors are absolutely beautiful! The staff has been great, even after installation. We cannot say enough good about this company!
Please see attached.
Please see attached.
We apologize for the issues Mr. has experienced. We appreciate him sending this to the Revdex.com. Our Operations Manager is going to take care of this himself and make sure this gets resolved. Thank you.
STAY AWAY! The salesman that comes to your house is a smooth talker and lied about the product. We purchased a 350 Series sliding patio door and had them install it for some serious $$$ thinking that this is PELLA and that they would stand behind their product. We were talked into the Rolscreen door . We explained that we had cats and wanted to make sure that the Rolscreen would stay closed when the cats bumped it. We were guaranteed that it would. Guess what - when the cats bump the Rolscreen, it pops open and the cats (Indoor cats only as they were totally declawed) can escape. I called several times and finally a service man shows up and does absolutely nothing. I have called the showroom and was told 'Thats not my problem. You need to talk to warranty'. I called warranty and was told ' That's not my problem. You need to talk to recovery' Each dept passed the buck and no one would call me back. I called and complained to the corporate office - expecting to get some help - I talked to Valerie and she told me that she would call them and I will get a call back from them within 2 days.. No such call ever came. I called corporate back a week later and talked to Debbie and explained the situation to her - she called the Franklin store and was told - 'Why are you calling me about this..'. . The Franklin store did finally return my call and I explained that since the salesman totally lied, and the Rolscreen was only 5 months old, I wanted it replaced with a typical sliding screen door. She quoted me a price of $450.00 including installation! That screen must be made out of GOLD!. I asked what about a refund for the Rolscreen since the salesman lied and it does not stay closed, she said that she would get back to me.. You guessed it - She never did. When you spend over $5,000 on a door you would expect better customer service but it appears to me, this is one of those companies that once they got your money, you will never hear from them again. Never again will I buy a PELLA product.
Customer made the choice to purchased a 350 series sliding door with a Roll Screen option. Once the customer alerted the appropriate person to the issue at hand our service department tried to resolve.
None of our representatives would ever lie. We have offered a solution of putting a sliding screen onto the door. Which involves putting an all new screen track system and screen door. Customer refused this option at a discounted price under $450 saying it was to expensive. Not sure how he can say" he will never hear from us again," when we have been in contact with him multiple times and been out to his home, after the initial installation, to try and resolve.
We value all of our customers and do our best to resolve any issues that have not met the customer's expectations.
More lies from Pella in Franklin. I was told by the sales rep about the Roll Screen option and was guaranteed that it would work as we wanted it, It does not! As I mentioned, their service person did come to my house ONCE and did nothing to try and resolve the issue. The solution that they were forced to make was for me to purchase a new sliding screen door for $450.00 plus an additional $40.00 if the door needed a track. I asked about a refund for the Roll Screen and was told that they would get back to me on that .. I have never heard from them again. Once they get your money - they do not want to hear from you again.
Customer refused this option at a discounted price under $450 saying it was to expensive.- Another lie.
Once the customer alerted the appropriate person to the issue at hand our service department tried to resolve. - This took many phone calls for it to get to the appropriate person as nobody would take responsibility.
when we have been in contact with him multiple times - More lies. They promised to call back but never did.
They said that they told the salesman to contact me and he never did.
Again - Stay away from Pella - you can't even get assistance from their corporate office.
We are terribly sorry that Mr. N is unhappy with our services. It is never our intention to mislead anyone. Pella has been an A+ member with the Revdex.com for many years and we will continue to work hard to service our customers. The Pella warranty will continue to be valid for this product in the event any services are ever needed.
Purchased new door that was damaged and not painted properly
Pella Window and Door Showroom of Nashville
277 Mallory Station Suite 107
Franklin, TN XXXXX
Quote Number: XXXXXXX
Order Number: XXXXXXXXX
Quote Date: 2/5/2018
Original Installation Date: Thursday, March 15, 2018
Front Door Description: Pella Brand, Entry Door Inswing, Auburn Brown, 4 9/16"
Rear Door Description: Encompass *** Pella, Entry Door Inswing, 4 9/16"
Front Door Installation: Door installed as promised on March 15, 2018 with no issues
Rear Door Installation: Door was received unpainted, the door was to be painted Linen,
door was returned to Pella for painting.
Follow Up Installation Date: Wednesday, March 21, 2018
Rear Door Installation: Door was installed. The exterior frame was chipped so that unpainted wood in the door frame was visible. On Thursday, March 22, 2018 someone painted the unpainted, chipped areas. The chipped areas
were not repaired and now the door with paint has visible scarring at the damaged areas. The inside of the door was not painted in corner at the top left facing of the door and the trim mold around the window was not painted so that reddish brown streaks are visible on the trim molding enclosing the door glass area. I was not given touch up paint and I do not have the number of the paint so I can not order paint from a local Lowe's store to do the touch up paint myself. I called Pella and was told that I would receive touch up paint but it has not been received on April 4, 2018.
I called Pella to speak with a Manager about the issues with the rear door. I was told that a Manager would return my call. On April 4, 2018, I have not been contacted by a Pella Manager.
It is my opinion that the damage to the exterior of the rear door frame can not be repaired and should be wrapped in aluminum in a color to match the door as ordered in Linen. Pella should repaint the interior of the door in the areas that were not properly painted. The area at the top left corner of the door is actually another chipped area but with paint, this should not be visible. The trim area around the door glass needs to be repainted or touched up so that the door looks new.
I paid a higher cost to purchase doors from Pella Nashville. A local competitor quoted a lower price for the rear door with installation had I not wanted a professional installation of a quality Pella product. The sales representative for Pella Nashville stated that Pella Nashville would do a better job with installation and would offer a quality product at the higher price so, I chose to purchase my doors from Pella Nashville.
The exterior of the door frame should be wrapped in aluminum so that the chipped areas are no longer visible or offer a discount for a damaged door. The interior of the door needs touch up painting at the top left corner and at the trim mold enclosing the window glass.
We were unaware of these issues until we were notified by the Revdex.com. We have immediately contacted the customer and have a satisfactory plan in place to resolve all issues associated with his project.
Entry door needs to be pulled and reinstalled so that door will lock properly.
I have tried to resolve this issue by contacting Pella however, I have not received a satisfactory and timely response.
I have had nothing but issues with the purchase of a door purchased from Pella since it was first delivered. The door was not painted as I requested when the order was first processed a year ago. I was told that painting the door was not entered into your system. Because the first installation team brought the door out for installation, it had to be returned for painting. When a different installation team returned several weeks later to install the door, I noticed after installation that there was damage to the door frame and there were still places that needed touch up paint. A Pella service tech was sent to make repairs and do the touch up painting. Bondo was used to repair the door and you can know see where repairs were made last year.
I need this door to lock properly. It is frustrating to have to shut the door multiple times, sometimes, to get the door to latch so that I can lock the door. You can see marking on the strike plate that shows the door is not where it should be or the door is shifting making it hard to lock.
I do not feel that the warranty issue that I am having is being escalated for a quick resolution.
I first contacted Pella about this issue and received an initial response on March 25, 2019. It is now May 29, 2019 or almost 2 months and the issue has not been resolved. The problem that I am having is covered by the Pella Promise warranty and I do not feel that I have been provided timely updates on what is being done to resolve this issue. And, I have not heard from the Install Manager since the Service Technician looked at the door on May 6.
The door needs to be pulled and reinstalled. I have been told that I will be updated on the status of needed repairs once the Install Manager advises on status. I would like to see this issue resolved as soon as possible.
Our installation manager sent Mr. an email last night and as soon as we hear from him we will get an appointment scheduled to go to his home. We apologize for his frustration. It sounds like we dropped the ball somewhere during the process and did not communicate. Thank you for letting us know.