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Eva of Niles MI (07/29/08)
Had an original contract signed 16July. Called 17 July to report errors on contract and if we could re-do. The sales rep could not come out to house until 22 July at which time we re-signed the contracts. I thought I had 3 days before I could make my mind up. In the meanwhile I asked twice for a detailed itemized lists which I still do not have. I called Pella in Iowa and was informed each Pella store is individually owned and nothing they could do but refer back to the store I had issues with.
The order was placed on the 17 July unknown to me. I thought I had 3 days after the 22d so the order should not have gone in before the 26th? SO this mornig the 28th I called and after several phones calls was told the windows are in production already and nothing they could do. Well of course since order was put in on the 17th. I felt I was totally misled, and not told the truth.
Now I feel stuck with expensivce windows from a store that I certianly no longer trust. I also am surprised Pella does not back their name up, but a lesson learned. I felt I considered the contract carefully, and thought I had a little time to make my mind up. but they are holding me to the contract saying I signed on th16th and the 22d does not count since it was a corection. Pardon??? I will no never do business with Pella again nor will I endorse them. This has left an awful impression upon me, and I feel sad that some have to make money in this way.
Over 8600.00 for 2 windows not yet installed, no date to be installed, and no clear explanation on why the 22d was not honored and order placed the 17th of July. I am out this money on what I claim is a blatant lie refernce the windows being proceeded by the Pella corporation this morning and will be shipped to IN. That sure is fast!!
Martha of Truro MA (07/03/08)
Bay window improperly installed. Does not close or lock permitting winter winds to cause flapping and invasion of same and also causing a substantial loss of heat.
I have twice contacted a contractor to identify the problem. The first individual indicated the problem had been resolved. The same circumstances prevailed the next winter (2007/2008).I called another contractor who has identified the problem as improper installation.
I contacted Pella, contact person Rhonda, who informed me they would send out a service person, at $85/hr, to instruct my contractor how to adjust the window, or, the service person would speak to my contractor on the phone and instruct him and I would not be charged for the phone call.
I was also told they would not honor any problems more than 18 months old,stating that this was installed in 2004. In fact, the windows may have been ordered in 2004 but I did not move in to the house, still not complete but it did have windows, until mid January of 2006.
I paid a great deal of money by, erroneously, requesting Pella windows and expecting proper installation. I did purchase Pella windows for the home I was constructing. Also, the added expense of fuel due to heat loss in the winter.
June of Fowler IN (06/01/08)
My first order of four ThermaStar double-hung windows with upper grills was with Lowe's. I was not satisfied with their customer service and having to 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. I called the listed number and spoke to salesman, Michael Szoteck and asked him if he could meet the price of the windows that quoted to me from Lowe's and he said yes. I faxed him the Proposal from Lowes with the description of the windows and prices. He informed me that he would need a 50% deposit to process the order.
About two weeks later he informed me that their policy 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. I placed a second order for Nine windows which totaled $1,921.49. I received windows that did not match what I had ordered. I notified Darlene, sales representative who had replaced Michael and informed her of the mistake. Darlene informed me that they would do a trade-out and subsitute the bottom window with grills to windows without grills. I received a call from Darlene 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 several checks had not been cashed by Pella, i thought that 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. I contacted the Pella Store franchise owner, Herbert A. Kreigh of Moscow, PA. who, also owns Pella franchises in Chesterton and Mishawaka, that I wanted to return the windows and receive full payment of $7,838.51 and I would return the refund of $747.77 that he sent me.
The consequences of this fraud - I have windows that I did not order and do not match windows that were installed before ordering these windows from the Herbert A. Kriegh owned store in South Bend, IN. This experience has caused me much duress physically, emotionally and financially. It has been a nightmare. A class-action suit ought to be brought against Pella Windows as they do not live up to their Mission Statement to quote - People are our most important asset. The Pella culture values people and promotes and environment where everyone is treated with dignity and respect. Mel Haught, President & CEO.
Barb of Draper UT (05/17/08)
Natasha pushed to be paid in full up-front but thank goodness I did not. Wish I had read all of the online complaints about Pella before I placed order! Pella sales people all over me when placing order, but can't even get a call-back now. Windows still sitting in garage - can't get installed! Terrible follow-through on Pella's part. Maybe they don't consider their installers as part of the process, but they should. Everything's hands-on and personal right up to the moment you pay for your order, but as soon as they have your money, that's it. Order placed and deposit paid on 3/29/2008 . . .no installed windows.
Pat of Marathon WI (04/27/08)
My wife and I bought 15 double hung window units of the Pella Impervia line for a new house we built in late 2006 into early 2007. We just completed our first winter (2007-2008) in the house and during this winter, when an ENERGY STAR rated window (which these windows are) is expected to prove why they are ENERGY STAR rated, the windows performed very poorly.
When the cold weather first started to appear we noticed moisture on the windows, which we assumed to be caused by high humidity in the house because of it being new. Close to four months after the heat had been on, and the inside humidity being around 30-35%, we noticed there was ice build-up on the glass just above the joint across the upper and lower sashes on ALL the windows. There was also ice build-up across the glass just above the bottom of the lower sash on ALL the windows. There was frost at 75% of the miter joints of all the sashes. To me this indicates cold outside air meeting warm inside air. In other words, the window weatherstrips were LEAKING. In fact, on close examination, we could plainly see daylight at the corner of the joint between the upper and lower sashes of several of the windows.
We have had Pella's rep out here no less than three times because of my complaints. Their rep has relayed my concerns to Pella with very litle done to remedy the problem. My opinion is that there is a definite design flaw with the weatherstrip.
Throughout the winter my wife and I had to constantly be aware of water running down the windows onto the oak window sills which had to be wiped up so as not to cause damage to the wood. I assume we have spent much more money on heating costs because of heat loss through these windows. We don't feel Pella is properly attacking this problem and we want to be rid of these windows in favor of a window that will perform properly throughout both the cold and hot weather we experience here in north central Wisconsin.
D. of Oviedo FL (01/08/08)
My sister ordered a sliding glass door from Pella and it has been 3 plus months of torture. Many promises and unkept appointments with no shows and no phone calls. I think that perhaps a class action suit may be in order. Also, perhaps we can charge them through the Federal Trade Commission with fraud by taking. They take our money but they don't suppy or complete the job. We have disputed our charges through our credit card. I will demand 50% refund for the time we lost a work and on other projects. The people who run this particular store never answer the phone, only get voice mails. I think it would be a lot of satisfaction to put them through the court system like they have put all of us through the bad Business, Bad customer service, and taking our money for bad/inferior products.
Still waiting for the job to be completed after 3 months. My sister has lost a lot money from work by going home to meet them and they never show up. Also she has missed Saturday overtime work when they did not show up for installation or correction work. We have yet to receive any monetary compensation, however, this is certainly not the end of this situation financially!
Hiroko of Sherman Oaks CA (08/27/07)
A salesman Jason for Pella Corporation told me I would be getting aluminum clad windows and casement windows that would open to a full 90 degrees. This is what I ordered.This is what I told them I wanted. I signed their highly technical and cryptic manufacturing description contract with the understanding that I would be getting aluminum clad windows and casement windows that opened to a full 90 degrees. Instead they ordered three of the windows with wood exterior and two casement windows that open 30 degrees or less. They ordered aluminum exterior molding yet installed 3 wood exterior windows. They ordered and installed two windows that were frosted instead of clear. This was all done in early July for $28,500. All of which they made me pay and took from my account before ever installing any windows. I have written several times and emailed to Pella customer service as well as Pella Architectural Products, Inc. and never had a reply back from customer service. A Mr. Berry Taheri did contact me with an offer he faxed that requested an additional $7,500 to replace the windows they clearly ordered in error with the windows I was told I would be getting. I trusted their company. I trusted their salesman. It was never made clear to me that I would be getting three wood exterior instead of the aluminum clad windows. It was never made clear to me that I would be getting two windows that only open 12 to 14 inches. I would never have ordered such windows. I want the windows they ordered in error replaced with the windows I was lead to believe I would be getting. This should be done at no additional cost or expense to me. This nightmare I am being put through is making me very ill and I am now under a doctors care.
We now have two windows that are useless. We also have wood exterior windows that now have to be painted every year after I paid for aluminum clad windows.
Holly of Seattle WA (03/29/06)
I paid to have Lowes measure my windows for replacement. I decided to purchase Pella Impervia line replacement windows. The salesman, Justin Smith claimed that he had installed windows for Pella for years before becoming a salesperson. He claimed that the windows needed to be measured specifically from Pella so I let him measure them and then order them. I should have had a clue that something was wrong when the first time he measured them they were way off from the measurements I already had he also missed windows in the estimate. So he remeasured and then ordered the windows which I paid for in advance with a credit card. When the windows arrived I had my installer (a professional window installation specialist in business installing windows) start the installation. He informed me that the windows were larger than the openings by 1/2-1 inch on all sides on almost all of the windows. This means that the installation is going to take a couple of extra days because he has to cut my house/the openings to precision fit the windows. The windows will not fit in the current openings because they were ordered with measurements that were too large. I am going to have to pay my installer for two -three extra days of labor and for the extra trim because of these incorrect measurements. I believe the Pella guy either did this because he didn't know what he was doing or because he knew that it would take extra labor since I wasn't hiring him to do the installation. He offered to do the installation on the side for about 1/2 as much as Pella would charge for their own installation.
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