Pella Windows Customer Service Issues

I encountered a Pella window technician parked in my disabled spot at [redacted] Stuart St, Denver, Colo. He could have parked further down the street but instead opted to inconvenience me. It seems like there is little regard for individuals like me, who had to park far down the street with my disabled son, wheel him uphill while using my oxygen. This lack of consideration for those in genuine need of a parking spot is frustrating. If the technician claims ignorance, it is not believable as he glanced at the sign but proceeded to walk past it towards a house two doors away. I will ensure everyone knows about this disregard for seniors and disabled individuals. If there is a need to find another disabled parking spot in Denver for your technician, please let me know. We wouldn't want him to have to park too far from his work.

I placed an order for windows in October with a payment of $13,[redacted].52 for PO 362ARC168 on October 19th. Initially scheduled for installation in December before Christmas, the process has been fraught with delays. I contacted our salesman, Alex, who informed me that due to a family emergency, he would not be present for the rescheduled installation dates. Subsequently, I was informed by a secretary this morning that the installation was canceled as the installers are taking Christmas week off. We are displeased with the continuous delays and misinformation. We are now requesting a refund for the windows as we no longer wish to proceed with the installation.

I placed an order for a Pella Pro-Line bow window with sales reps Patrick Gonzalez and David Cooperman. Despite being assured that replacing an Anderson window with a Pella one was feasible, upon delivery, it was clear the window was four inches too deep. George from S&G Contracting confirmed the error and contacted Kayla Henri at Pella windows, who authorized the installation but has since been unresponsive. Despite multiple attempts to reach out, including speaking with Richard Cuddy, the installations manager, Pella has not acknowledged the issue. Mr. Cuddy explained the difficulty in matching the dimensions due to differences in how Pella and Anderson construct their frames. Still awaiting a response from Pella corporate engineering, it has been eight days since the last contact without a resolution. Hoping for a solution and for Pella to honor its products. - Tim H, still facing an unresolved issue as of March 28, [redacted].

Hello, I am Dan Rooney, a small general contractor in Denver, Colorado. In early March [redacted], I purchased windows from Pella after meeting with a sales representative on site. Unfortunately, the windows did not match the existing color as promised, leading to denial by the HOA. The sales rep offered to paint the windows for $[redacted], which I accepted in June [redacted]. After a frustrating 5-month delay, the windows were finally delivered in October [redacted] with a bill over $[redacted]. Despite my efforts to communicate and resolve the issue, Pella refused to take responsibility or cover half of the additional cost. I have documentation of this lengthy process and the impact it had on my professionalism with clients. I am willing to pay $[redacted], but I urge Pella to consider covering the remaining $[redacted]. Thank you for your attention to this matter. Regards, Dan

I recently had a contractor install two windows for me, but there were some errors in the measurements and the parts sent by Pella. I have been in contact with Priority Construction multiple times, but they are unable to complete the installation due to the missing window jam extension and correct grille. I am disappointed by the delay since the windows were installed in July. I have decided to order Pella windows from a different company due to the lack of resolution from Priority. I kindly request that Pella reviews my order and promptly ships the necessary parts to my address at [redacted] Highway 74, Elba, MN [redacted]. Thank you for your attention to this matter. - B. M. ([redacted])

I had a terrible experience with the project management of the installation of my front door. The door was ordered back in November and was finally installed on 2/26. The project manager, Dustin, was supposed to check on the job but failed to show up without any explanation. The installers had difficulties due to incorrect trim measurements and had to return. Unfortunately, communication with Dustin was lacking, and there were delays in addressing the issues. When the installers returned, they only brought the glass for the door when the trim also needed to be installed. It has been over 45 days since the installation, and I am still waiting for the trim to be properly installed. Dustin also failed to inform me about the need for an inspector to check the glass. Overall, this experience has been stressful and inconvenient, and I am requesting a prompt resolution and possibly a refund for the troubles caused.

The Sun Room project was affected by incorrect measurements made by Pella Sales Representative Ed Reich from Monroeville, PA. These errors led to the windows and door not fitting properly, causing additional framing work and delays. Despite contacting Mr. Reich on multiple occasions, he was unhelpful and provided no satisfactory resolution. The proposed solution of making new windows does not address the wasted labor and framing costs incurred by the contractor. When asked about compensation for the time and materials lost due to the measurement error, Mr. Reich declined. The lack of accountability and assistance from Pella in rectifying the situation has left me greatly disappointed and seeking appropriate compensation for the inconvenience caused.

In the last year, I purchased large windows for my enclosed porch through the Local Pella representative. Unfortunately, the incorrect windows were initially sent, causing delays that impacted my contractors and incurred additional costs for me. After waiting for the replacements, they were finally delivered. Subsequently, when ordering replacement windows for other parts of the house, the same issue occurred with Pella sending the wrong windows yet again. Despite assurances of rushed replacements due to Pella's error, it has been months, and there are further complications with the window screens. I recently received a message from the local Pella representative explaining that the order cannot be completed promptly due to issues with the Pella window screen machine. Having already made a significant deposit for the windows, I am concerned about the situation and the possibility of not receiving the correct windows and screens.

I've had a challenging experience with Pella. The original order took four months, which I somewhat understand. I purchased top-of-the-line sliders and windows, but the doors were delivered without hardware and my 9-ft transom was initially lost, although it arrived a week later. I bought the items from Lowe's, and they ordered the wrong windows twice before getting it right. Despite the stress, Pella eventually took care of us. However, my new windows were supposed to be delivered on 2/7, but now it's delayed until 3/22 - nearly four months for two windows is unacceptable. I've contacted Lowe's and Pella, and they said they would check on rapid delivery. The situation has stalled my small addition project, forcing my contractor to take on other work. Pella's service has been disappointing, and I'm frustrated with the lack of response from the representative. I need these two windows urgently so my project can progress. My township won't inspect until the windows are installed, leaving my room at a standstill. I hope Pella can assist me promptly.

This is not the first time we have reached out about our unresolved issue with Pella customer service in Richmond, VA. We are disappointed with the multiple instances of our transom windows breaking spontaneously. Our journey began on August 23, [redacted], with event number #[redacted]01, and the subsequent numbers were #[redacted]13 and #21[redacted]26. Despite sending pictures and receiving a quote, the problem persists. Scheduled service calls were repeatedly delayed due to various reasons, including a wrong window being ordered. The technicians' behavior was unprofessional, and we were left waiting for responses from Pella. We need this problem escalated to a higher supervisor level as we have lost trust in Pella's service quality. Our broken window remains unresolved, and we await a solution. Mary Post & Bettina M., Williamsburg, VA.

I had an appointment scheduled for today, May 12th, after waiting months for a follow-up. The service was meant to address the snow coming in through my kitchen door. Despite being informed through email that the parts would be installed today, I received no communication about the delay. I was promised a confirmation call or text within 48 hours of my appointment but did not receive any. The repairman arrived at 11:14 am, then left after a minute without attempting to contact me. I am disappointed by the lack of professionalism and courteousness, as I have been dealing with a drafty door for too long. This situation needs to be rectified promptly, as enduring the cold all winter has been unbearable. I expected better customer service. Thank you. AnnMarie Galardi.

I placed an order for $18k worth of Pella hurricane windows and installation at Lowes Myrtle Beach on October 22, [redacted]. Unfortunately, the windows were not delivered for installation until May 16, [redacted], which is an excessively long delay. To make matters worse, two windows were damaged upon arrival, and some mull kit/bars were missing. Today, I was informed that replacements for the damaged windows will not be delivered until August 5th, which is unacceptable. Lowes informed me that the PO for mull kits/bars had mysteriously dropped out of the Pella system. The Lowes Assistant Manager in my area has been in touch with the Pella/Lowes interface in Wilmington, NC to expedite the process. I am hoping for a resolution soon as this experience has tainted my view of Pella's reputation. I may have to consider escalating this further if necessary.

I am extremely frustrated! I made a large order back in June, but it was never placed because my sales representative left. A new representative was finally sent on October 3rd to replace the order, with an expected delivery by the end of November. When I called in December to confirm the installation date, I was shocked to find out that the new sales rep had also quit, and now I'm being told the delivery won't be until April [redacted]! It's unacceptable that nobody is answering the phone at headquarters, there is no customer resolution department, and I am unable to speak to anyone about this issue. We have already spent nearly $16,[redacted] on this order. I urgently need to reach Tim Yaggy. What is his email address?