Pella

Ann of Old Orchard Beach, ME November 20, 2009

I purchased two Pella Thermastar vinyl sliding patio doors at Lowe's in Scarborough, Maine in September 2009 to replace older doors. The new Pella patio doors were 940.00 each. The thermastar doors are the type with the blinds in between the insulated panes of glass. They were delivered in 2.5 weeks and installed by a licensed contractor. The blinds do NOT close all the way either up or down and at night with the blinds closed facing in either direction, a person can see into the house as if the blinds were not there at all. I mmediately emailed Pella service and then waited 2 weeks to hear from a customer service agent. When I finally heard from the customer service agent, I was told the earliest a service rep could get to my home would be November 18th. I told the service manager what was occurring with the blinds. He told me that the blinds were not meant to block vision and light. HUH???? I thought that's what blinds were for. He told me that it was a sales problem, that Lowe's should have told me that the blinds did not block someone from seeing into your home. Again, HUH????

He did agree to send a service rep to my home. On November 13, the customer service manager called me and told me that he couldn't get anyone here until November 20th. Well, the service rep just left. He told me that the blinds were made that way, that they do NOT close all the way, that they are opaque and made to see through. He told me that I should have looked more closely at them at Lowe's before purchaseing them. Of course, at Lowe's they were not mounted on an exterior door. He said I should contact Lowe's and tell them that I am unhappy with the windows/blinds and that I want a refund or new doors. When I contacted Lowe's I was told it was a Pella problem. I believe Pella should advertise that these blinds do not block light and vision and that they should replace my sliding doors with a product that does what it is supposed to do.

Linda of Iron River, WI November 20, 2009

Built a new home in 2003. 3 Pella windows are darkening, one is actually black on the bottom. Moisture forms on the inside. I am sure I have the same problem as many others on this site are complaining about.

Lodzia of Fewnick , ON November 13, 2009

We built our home in the summer of 1994 moving in September 1994. We researched many options for windows and it was recommended by our construction project manager to invest in Pella windows. Since the home was a large country home with approx 38 windows, the recommendation was that Pella were not just a nice looking windows but a long term investment of superior qaulity and worth the added expense. We went with Pella windows and doors. Just around the 10 year mark we noticed that one of the window's paint was discolouring, bleeding if you will. We cleaned it to have it reappear. On closer examination it was found that the wood underneath the paint was actually rotting and so seeping through. This had to have started happening much before we noticed it as the windown is out of the way and covered with a window covering.

We called the dealer who basically said it was just past warranty but he could come a look at it. He charged us 80 to come and look at the window and confirmed that there was wood rot and the window had to be replaced at full price which then was 1000. We felt since it was a bathroom windown maybe in fact moisture etc was a factor and this was a one off exception. We started to look at the other windows in the house and found the windows to be soft and indeed for rot to be happening under most of them. We again contacted Gehres windows and doors to be basically told sorry about your luck and here is the cost to replace those windows, which you can appreciate is substantial. They would not even come out and look at how serious the problem was. The owner did not even do us the courtesy of a phone call. Over the last two years we have been trying to find an executive contact to whom we could escalate the problem. I was only able to find a Pella Canada. I think it is easier to get a call to the White House than to an interesetd Pella Executive.

I called there several times over weeks to explain our problem, and was sent from one person to antoher and finally someone who would listen. He advised to take pictures and send them in. The one gentleman came out to evaluate the windows and take his own pictures and he was amazed at the condition of the windows and agreed that he would be furious if these were his. He agreed that for windows that were 14-15 years old, the amount of rot was exceptional and that the wood had likely come from a defective batch. This is admission by a Pella associate that this should not be condition of the windows and that in fact we paid for a product that is defective. All of the windows are rotting, some so bad I can't open them for fear the glass will fall out. I have made numerous calls over the lsst two years trying to get some compensation for these windows, I understand some depreciation but when my windows at this age are rotten out so badly, the company has to take ownership.

They offered to sell me windows with a small discount but they would be charging a hefty installation charge. Then discount is a one time only for two of the windows. I have asked that this at least be extended over the next 2-3 years so we can afford to change the windows out slowly or that they recommend someone certified in the area to do the install. This was 3 months ago and although I have left messages since I have not even had a call back with an answer. I am so furious at the company's lack of ownership that they sell such an inferior product at a significant cost and are not prepared to make good.

One builder we talked to was familiar with the problem and suggested that in some casese the windows may have been produced targeted for southern climates and were sold in error to us where we experience varied seasons of heat, cold and moisture. Regardless of whether we were sold the wrong product or a defective product we are victims or a house full of expensive windows that are rotting like some ignored woodpile.

I am frustrated and certainly not in a position to be able to replace windows that in 1994 cost in excess of 30,000. I readily show the windows to our visitors which demonstrates the poor product Pella sells and the fact that they do not stand behind their product. There was a radio commercial on the local radio station about how the local dealer backs his product and I called the dealer to suggest he terminate the commercial as it was false advertising and I had documented proof of how in fact they don't support their product and neither does the parent company.

Regena of Fort Wayne, IN November 9, 2009

Wood rot on my Pella windows. Built my home in December 1994. Twenty one (21) Pella windows installed (believe they are the Pro-line or Designer series). Eight have wood rot, caulk seeping out of seams, crumbled wood rot casements. Pella says warranty ran out, however the degree of wood rot happened during warranty period. Wood rot is even on windows that don't crank out! Wood rot is on bottom corners of the windows.

Windows that don't crank out have rotted so bad it disintergrates when touched. All the remainder windows are show signs of rot (black in the bottom corners) but the wood has not gotten soft. Eventually I will need to replace most (if not all) windows. If I use different brand windows to replace some of these rotton windows, I'll have mis-match windows throughout my home. I'm very upset!.

David of Lexington, KY November 4, 2009

We built our house in 1998 and at the recommendation of the architect used Pella ProLine windows throughout. We paid a premium price for Low E and Argon filled windows. First problem- some windows arrived and were not labeled low E (low E is a coating on the glass from the glass manufacturer and it must be selected by the person at the factory to meet the order). The low E windows are slightly shaded and we have a gang of 3 windows in one frame and the middle window is not Low E as specified (on numerous windows). We called the rep and he came out and proceeded to tell us the labeling was just wrong. It was too late anyway as the fixed windows were not low E. Then the screens came the wrong size. New order of screens all the same and wrong again. Not worth the hassle but I have 2 sets of screens that don't fit!

Now in 2009 about 2 months after the 10 year warranty I noticed that several sashed were completely rotted (we don't open the windows a lot so didn't notice the rot under the paint). Also a fixed window is rotted and molding.

Now moved to CA and was talking to a neighbor who had the same trouble with Pella and now we find out it was a national problem from 1995-2000 or so until Pella supposedly corrected the problem. They will not honor the warranty. Our neighbor sued Pella (not in class action) and won the case. A big deal for Pella who spent millions defending so that they would not have to pay other people. Just be aware- we thought we were buying a quality brand, but the company was purchased by venture capital company and they have ruined the quality! They are pure garbage.

Sharron of Moravia, IA October 30, 2009

We purchased Pella Designer Series Double Hung Douglas Fur windows. We are trying to build green. Pella is made one hour away. We contacted Pella. They sent a rep to talk to us. We worked with him, John, for 2 months before we placed our order. He told us over and over that the timeline for the order is 10-14 days from time of order to receive the windows. Our contract stated that they would be delivered October 8, 2009. They did not come until October 23, 2009. We were told that our sales rep did not understand that the Doug fur order takes longer to process. We were upset because our project was ready for the windows October 8, as we were told.

The fun begins after they came late. We ordered nearly 35,000.00 worth of windows. The top floor was installed and some of the garage windows also. I started working on them, with another gentleman. The sashed will not function, the latches won't latch and one of the sashes have the cladding just flapping in the wind.

Pella just sent a Tech today, but he did not know what to do with the mess. He tried swapping out the sashes that were the same size, but that did not help. He took many pictures and measurements. He said he would have to get back to his drafting table to figure this out.

The windows are poorly constructed. We let all the help go. We can not pay they help for doing nothing. Our project is stopped. Nothing can be done without windows.

Dennis of Midlothian, TX October 28, 2009

When I purchased my Pella windows 12 years ago I thought I was buying quality. Now 12 years later two of my picture windows are leaking and the wood has now rotted. Pella only warrants for 10 years although this probably started withing the 10 years it was not apparant until recently.

Pella wanted to charge me 90 to come out and assess the situation. It appears as though I'm not the only customer experiencing this effect. One comment - Don't buy Pella windows. There is a reason they only warrant them for 10 years. 2000 to replace these two windows. They are not Pella.

June of Fowler, IN October 28, 2009

My first order of four ThermaStar Model 1 20 Series, Low E double-hung windows with upper grills were purchased at Lowes in Lafayette, IN. I was not satisfied with customer service and the long wait for a sales person when I went back to order more windows. I went on google.com and found a Pella Window franchise in South Bend, In.

I called and was directed to salesman, Michael S. and asked him if he could meet the price of the windows that was quoted to me from Lowes and he said "yes". I faxed him the Proposal fro Lowes with the description of the windows and prices. He informed me that he would need a 50% deposit to process the order. I sent him the deposit. About two weeks later he informed me that their police had changed and that full payment would be needed to process the order.

I sent the balance for the eleven windows, which totaled 2,014.50. Sometime later, before the delivery of the first ordered windows and having saved enough money, I ordered an additional Nine windows which totaled 1,921.49. I notified saleswoman, Darlene T., who I learned had replaced Mike S., to inform her that I received windows that had both upper and lower grills.

Darlene informed me that they would do a trade-out and subsitute the bottom window with grills to windows with no grills. Later she called me stating that she needed payment of 2,270.62 and to send the check to the Mishawaka store. Again I received a call from Darlene requesting payment of 1,043.39.

Noticing that sevral checks had not been cashed by Pella, I thought perhaps they were lost or misplaced. The day that delivery was scheduled, I called my bank and learned that all the checks had been cashed and I had overpaid 3,902.52. Also the windows were not the windows that I had ordered. Argon filled windows with both and bottom windows were delivered.

I contacted the Pella Store franchise owner, Herbert A. K. of Moscow, PA. K. owns Pella franchises in South Bend, Mishawaka and Chesterton, In. Also, has stores in Pennsylvania and formerly owned franchises in Illinois. K. sent me a check for 747.77.

Sorry, Mr. K., this pithy unexceptable amount will not do. The consequences of this Breach of Contract is that I have windows that I did not order and that do not match windows that were purchased at Lowes and installed before ordering these extra windows from the Herbert A. K. owned Pella franchise store in South Bend, IN.

On January 5, 2009, I received a letter from Jana P., Customer Support Specialist of the Pella Corporation in Pella, IA, that it is her understanding a letter was sent to me in 2007 from Mr. Warren O., General Sales Manager of the Mishawaka location indicating this matter is resolved since you have received all product and all over payments have been refunded. Pella Corporation fully supports the efforts of the Mishawaka distributor and now considers this matter closed.

I have read numerous complaints about Pella Windows and Doors and I think that all who have been ripped-off by Pella ought to write to the producer of AMERICAN GREED. The public needs to be informed. This experience has caused me much duress physically, emotionally and financially. It has been a nightmare.

Mike of rock falls, IL October 26, 2009

Like so many others, our Pella windows are failing. Our home was completed in 1998, 30,000 worth of Pella product. Three years ago, our kitchen "crank out" window rotted out and was replaced by Pella (had to pay labor as I recall, which is very expensive). Now, just today, I see I have two more on that side of the house going, and my fixed window has a soft spot. Leaking problems in our living room, also. As many now know, part of the problem is the aluminum cladding which does not overlap properly, allowing water intrusion, but I don't think that is the only problem.

Pella has been out -- after having to charge my cc 120 to come and not making it for 3 1/2 weeks -- never even climbed a ladder, but declared the problem "not there's." We have asked that our case be taken up to corporate. I have also contacted the Chicago firm which has the class action suit, but I have not heard anything. Insurance company engineer to come tomorrow.

I am already out about 7,000 trying to address the problem. I would guess my damages if all the windows which have a problem have to be replaced at my expense to be somewhere around 50,000, or more.

Paul of Beverly Hills , MI October 23, 2009

In 2005 we purchased a log sided home in Roscommon Michigan that was built in 1996. It has a cathedral ceiling with all Pella windows going all the way to the peak. One of the 4'x6'lower windows began showing dark spots on the window casing. I touched it and poked my finger into all rotted wood. The entire lower interior sill was rotting away from water damage. I suspected the log siding caulking was failing. I recaulked the entire window with but no help. You can feel the cold air coming through the rotted wood. It appears that the actual window seals have failed and the entire window is now rotting away.

The Local Pella dealer in Mt. Pleasant, Michigan has informed me that it will cost me 100 for a "Pella technician" to come out and evaluate the situation and to determine if it can be repaired or if it needs to be replaced. They will replace the window but will not cover any of the labor cost of actually replacing the window. Because this is a log sided home the labor to replace this window will cost thousands of dollars.