Being said, I paid top dollar for replacement doors to minimize time and have customer service. Process was seamless until the installation. We agreed on a scheduled time in advance. Understanding there are challenges with installations, the was no communication until the morning of the install other than a call to cancel due to preceded weather. Like most, eating a vacation day is hard to reconcile. If you choose to purchase from Pella, do so and mange the process. They will not. read more

We had all our windows replaced by Pella except garage windows as well as a picture window in our basement. We also replaced 3 doors (front door & 2 porch doors) during the process. Our windows look fabulous but our front door not so much. If I was rating windows it would be 4.75 stars (2 windows arrived broken ) but for doors I'd give 1 star. Nicole salesperson 5 stars ! Although , we paid in FULL up front for a slight discount we were told that it would be completed to customer satisfaction. "Don't worry" they stated. Unfortunately , that is not the case? Our front door has a large gap 3/8 inch around the entire perimeter of the door on the inside although the outside appears correct. The door also measures much smaller (several inch difference)than our original solid wood door which seems odd and no one seems to be able to explain why. According to install papers : CHECK SLAB TO FRAME MARGINS - INTERIOR Achieve and maintain a 1⁄8" to 3⁄16" margin, all corners. Again , ours is 3/8 around perimeter. Sadly , the people who can do something (help customer) leave money on the table if they agree with the consumer? They are paid upon job completion so definitely a conflict of interest. Installers are paid at the end of the install . They take photos and submit to Pella for reimbursement. The door rep and installer says that's the way that door is. It's the max space allowed by manufacturer standard. Not sure why customer would want almost a half inch gap around their door but that's what we were told. The several installers 6-8 on install days felt it too was off. They tried adjusting for hours but it just didn't fit properly until a supervisor came and said ; no it's correct Funny , he is the one who measured originally? The install team was professional , hardworking and precise. Immediately , (day of install) we reached out to our salesperson Nicole who was terrific throughout the process of selections. She referred us to Johnathan (manager) who we reached out too as well. He said he would get back to us but sadly did not until I reached out again today. (Several weeks passed and no contact) He too never came to look at our door ? Asking for an amicable solution he had none. He stated the door is cut by machine ? I guess machines don't make errors? He claimed that he has never had anyone mention the gap and his only solution was to move door to one side which would make gap much larger on other side? We asked for a discount or new different door? He said ; no! Anyways , he said nothing can be done. I would definitely look elsewhere for doors. Again , windows seem solid. We cannot in good faith recomend Pella for any doors especially front doors. Please look at photos. The quality and sizing is off and very disappointed to say the least Our front door looks awful from the inside. Buyer beware ! read more

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These are their salespeople...they ignored the obvious "no soliciting" sign, woke me up anyway (I work third shift,) then insulted me on the way out. Completely idiotic, as it was loud enough that I heard it through the door. Plus we have a ring camera: https://ring.com/share/38a006d4-d22f-46cb-8980-8f336cba09b1 I walked out to ask them about it while they were bothering the neighbor, and they continued to shout insults. Then one of them threatened me physically. If this is how they do business, there are plenty of competitors. read more

Pella Windows and Doors Showroom of Franklin, TN - Two salespeople for Pella Windows of Franklin, TN ignoring "no soliciting" signs. Link above captures them insulting me on the way out. - Windows Installation Near Me - Franklin, Tennessee

If you're interest is quality, Pella sells quality windows. If you want warranties or service, Pella's not the one to turn to. After purchasing numerous windows for our large sunroom, (in which we spent a substantial amount) we're now having to pay $150 for a home visit alone. Two windows with uneven blinds, or ones that may need repair/replacement will cost you an upfront cost of $150. Very disappointed. read more

This company is terrible at customer service. I bought their aluminum clad casement windows 17 years ago. I was told they would not rot like standard wood windows because of the aluminum cladding. I thought I was buying a top of the line, premium quality window. I was wrong. Eight of the twelve windows on the front of my home are rotting. The rot is from the outside which is aluminum clad to the inside. You cannot tell there is rot until it is too late, and it breaks thru the paint on the inside. I found it odd I had so many windows rotting and googled the issue and found there had been a class action lawsuit over these windows. So, Pella is aware of the issue with these windows. I contacted the local office and was told since I bought wood windows, I had to expect them to rot. I asked what we can do about the windows. They said they were out of warranty, and I would have to buy new sashes. I asked since this is a known problem would Pella replace the sashes or cut me a break on the sashes. The answer was "No, you bought wood windows, you should expect them to rot." The replacement sashes will cost me roughly $34,000. So, it will have cost me about $2000 per year to have Pella windows on the front of my house. The service rep said because of the quantity of failing windows I have, they could give me some good discounts on replacement windows. The price for 12 replacement window was $62,000. They discounted their labor not the windows by $4000, so my cost would be $58,000. Before I spend any more money on Pella products I want to know more about their product. I asked four questions. 1) Is there a way to seal the four undamaged windows to keep them from rotting? 2) Will this same method slow or prevent further damage on the eight rotting windows? 3) Have they made any changes to design of the replacement sashes to prevent this from happening again? 4) What is the warranty on the replacement sashes? I have sent multiple emails with these questions over the last month to the local Pella service rep and to date have gotten no answer to any of my questions. From my standpoint. 1) Pella's aluminum clad casement windows are an inferior product. 2) Pella will not stand behind their product. 3) Pella will not support or help customers who have purchased their product. All Pella wants to do is sell products read more

I had a some issues when they came to install that were some windows were ordered incorrectly. They brought a single hung window for the bathroom that was suppose to be fixed, brought an extra window, and 3 windows were the wrong size. The installers had to come back to finish. Then I noticed there were no weep holes. I called and they came out and fixed that. If they would have measured correctly and verified the widows it would have saved me and them a lot of time. Now that it's all done I can say they are excellent windows and were finished out beautifully. I was very happy to see how well they insulated around each one. There are no leak's or drafts and they open and close easily. My heat and AC bills have also improved. I recommend them but double check them. read more

To: Pella customer support CC: Tim Yaggi From: Barbara MacIlvain and Sean Benner Date: September 23, 2021 I purchased a Pella Lifestyle patio door for $5178.41 from Pella in Nashville TN on September 8, 2020 that was installed by Pella in November of 2020 at 3608B Saratoga Drive, Nashville, TN. I purchased the Pella door because of the strong warranty and local service available for your product. When I placed a call to Pella service in July of 2021 to correct the leaking patio door I was expecting well trained technicians and what I got was circus clowns. First visit: Two technicians show up and examine the door, place white paper towels all along the wood floor against the door threshold where the hardwood floor was damp and spend about 30 - 40 minutes hosing down the glass on the outside of the door. Of course, no moisture was observed on the paper towels placed on top of the hardwood because the leak was on the underside of the wood floor. No attempt to check the moisture level with a moisture meter was made or even suggested and no overall inspection of the door was ever made. At that time water was observed in the track running along the threshold on the outer edge of the door. One of the techs drilled three holes in the metal too drain the water. After that visit I called in two different flooring companies to provide bids to refinish the floor and both companies used moisture meters to test the floor. Levels were observed on multiple occasions to be in a range of from 18% to 50% on the interior hardwood. Both flooring companies told me they could not proceed with the floor repair and refinish until the door leak was corrected. Second visit: One of the original techs came back with (I believe his name was) Mark Cale his immediate supervisor. Instead of bringing a moisture meter, as I had requested, they brought a black light so they could look for urine. Then I was told that the door did not leak, that my fifty-one year old disabled son who has worked at Vanderbilt hospital as a laboratory technician for almost 25 years (and he is a front line hero who was required to work every day during the epidemic to help support the hospital staff with dealing with Covid-19) was peeing inside on his hardwood floor. This was based on the fact that there was a small amount of urine on the outside step and a few drops of urine on the lower end of the door jamb. When I questioned my son he told me that yes he had urinated out the back door because his downstairs commode was not working and since it was so difficult for him to climb his stairs to the second floor (due to his severe difficulty with walking) he had in fact urinated out of his back door onto the patio, but he had not at any time urinated onto the hardwood floor or inside of his home. I offered to pay the $1125 charge to have the door re-installed just to be able to move forward with this project. A few days later I heard back from Mark and was told that his immediate supervisor would not under any circumstances re-install the door, that the door did not leak and had been properly installed. Third visit: After the next heavy rain-storm I purchased a moisture meter and took a reading at the base of the door at my son's home and got a reading of 50% moisture. I took pictures and e-mailed them to Mark and asked him to come back. Three days later he met me and again brought a black light but not a moisture meter and proceed to look for urine. I showed him the moisture level at the base of the door which by that time had dropped to about 18 - 22% he told me that was a good reading. The level of moisture on an interior hardwood floor should be 5 - 6%. Mark then told me that he was done with the door that it did not leak. Follow up phone calls: I called the Pella store and spoke with Pamela Nissen and explained my problem and asked to speak with Mark's superior. Shortly after I got a call from a man claiming to be the general manager for Pella service in Tennessee, he told me that the door did not leak they had been out multiple times and that my son was urinating on his hardwood and that they were done with the door, after a pause (when he realized what he had said) he continued with this comment "however they would still warranty the door". I again offered to pay the $1125 fee to have Pella re-install the door but was again told that he would "not go down that road". At this point I was forced to find someone that would actually fix the leaking door so that we could move forward with the floor repair and refinish. On Thursday September 16th I had a local licensed and bonded service tech come to the house and determine what the problem was and correct it. It took him less than ten minutes to peal back the siding over the door and discover that there was a large hole in the upper right had corner of the door jamb that was allowing water to run in and down the door jamb and come out under the door sill. He corrected the problem in less than two hours. He als read more

If you can avoid this company I highly suggest you do so. Huge mistakes, no one would answer my questions, it was a nightmare. Buyer beware. read more

Very helpful! Answered all my questions and they were very patient. Loved the showroom. I was actually able to see every window and door I was considering. read more

Back in April 2021, we requested a quote for replacement windows for our entire home. Sam of Pella was the sales person who was assigned to meet with us to obtain a quote. On April 23, Sam Motta came to our home to present us with our options. While he was here we agreed to have Pella replace our windows. The contract included 16 windows costing over $22,000. At the time, Sam requested 50% down. We agreed and "he" set a date for an installation on July 29. I had to contact Pella prior to July 29th to make sure that July 29 was still on. I finally received a return phone call late July 28 to confirm that the installers would be at our home on July 29. When the installers came to install the windows they disclosed that one window was missing. The window happens to be the largest window in the home and is located in front of the house. Since July 29, I have been given three different times/dates when the window would be shipped from Murray Kentucky (which is where one of their manufacturing plants is located). Today,on August 25, the window still has not been manufactured. The only explanation that I get regarding the window not being manufactured is that it is "just late". NOTE: This particular window actually has less parts than any other window in the house. Remember, all of the other windows have been manufactured and installed. The sales person is MIA. Hence, once the job is sold the sales person disappears. There is a huge disconnect in all departments of the company. No one appears to be in charge... try calling them...you get the same recording no matter what number you call. Customer service and customer satisfaction are failing. Who is in charge? Also, it should be noted that their installation teams are all contractors. We did happen to get a very good installation team on the windows that were installed. Next stop....Better Business Bureau. read more

This place sells you on their quality and their customer service and then does not follow through on either. We ordered a replacement door for our home, paid crazy money for it and then come install day the door wasn't made properly, they had to rig it to work so that I didn't have a gaping hole in my house and then promised a 2-3 week turn around on the new one. 2 months have passed and I still don't have a door. They have cancelled on me twice now for installation, after promising that my install would be rushed and yet every time they cancel (due to a little rain, when my door is under a covered porch mind you) they call me and say it will be another month and a half because they are so busy and there is nothing they can do about it. They offer interest free financing for a year but charge you as soon as the order is placed. My free financing will run out before I even get my door installed. Just ridiculous, all of it. Don't let them fool you with their gorgeous showroom and their false promises. This company is a joke, go to Lowe's, you'll get better service there and they sell the same product. For cheaper too. read more

This place over promise and under delivers. I received a quote, gave them my deposit then never received a follow up call. I've been calling my salesperson every day for an update. I always get the usual "I will call you back in one hour" but never hear from him. I finally get a hold of him and he changes my latest quote by increasing the cost and tells me that he will call me in an hour with the final quote and install date. It's been way over an hour and still haven't heard from him. I'm asking for a refund on my deposit since they have not provided any type of service. read more

Not friendly. Ignored me when I came to the showroom and seemed like I wasn't very welcome.

We bought Pella windows and had them installed about 3 years ago, with no problems. Recently we had the Dryvit exterior of the house inspected, and the inspector found that one of the windows needed caulking. I did not know what to do, so called my Pella contact, Nicole, and within less than an hour, the install crew chief arrived and applied the needed caulk. I also learned that this was not a failure on their part, but rather that I should have the window caulking inspected annually, as it tends to break down in our summer heat. So I benefited twice: the new learning about proper maintenance, and the immediate responsiveness of Pella to a problem that was not of their making. What a great company! read more

Sam Motta was fabulous! He was extremely professional throughout the entirety of the project, making what is usually a stressful process fun & easy. Would highly recommend Sam & Pella Windows to anyone. Thanks Sam! read more

I would highly recommend using Pella directly and not using a big box store. I initially purchased my windows from a big box store thinking I could save a little money and regretted it immediately. I had to call Pella out after the big box store botched the job and they were very informative and helpful. They got the new windows ordered and installed without any problems. I am very pleased with every part of the process. No doubt in my mind that I will be calling them back for the next phase of my window and door replacements. I learned the hard way that you get what you pay for. read more

Garrison was extremely easy to work with. Very knowledgeable, and took the time to answer all of our questions.

had pella windows installed two months ago, they said they had their own install team that it would not be a subcontractor (LIE). They said they would be installed in 1.5 days (LIE), two months later they are still not completed. The installers mixed up windows and put them in wrong spots. The screens did not fit properly and had to be reordered. The stools were all cut to a different length so each has a different size overhang and not sanded on the sides (so it is rough cut). Two of the windows aren't level. Some of the windows you can look at and see light through the frame. The saved money on spray insulation, because there is hardly any around the windows. Some of the windows you have to really push to get them set to close. I have lady bugs coming through one of the windows. Salesman told me these were a better quality than the windows I would get from Lowes (LIE), they are the same. Still have PVC burrs where they didn't clean them off the windows. Some of the seems aren't properly chemically welded. Had them scheduled for the fix punch list for the 3rd time and they cancelled because of the rain, and can't fit me back in for another month. I bet they haven't stopped installs though. You would think they would take care of the terrible installs before they had more terrible installs. I financed the windows and they had cashed the check before they even competed the job. We have already made two payments and the windows still aren't complete. The window are all scuffed up and filthy after the installers. The installers removed the stickers and didn't bother to remove the glue. If you want to buy Pella windows, buy them from Lowes or HomeDepot. These companies will make Pella be more responsive. They are the same windows, done by the same installers, for a lot less money. I just wish I could get Pella to agree to leave the windows in long enough for me to have a competent company install and then they can come pick up this crap. read more

Pella installed three doors for us, it was a little expensive but the doors look great and work well. The only issue was that they removed the storm door and when they re-installed it, it did not fit the same. read more

Had Pella replace 3 sets of French doors. Salesman did a great job helping me consider all possible options. Installer did excellent job installing them, including interior trim work. Will consider them when I replace Windows. read more

We had an excellent experience with Garrison as our sales rep. He patiently guided us through our options, helping us to choose the right front entry way door. We had a number of questions, which he answered, and he helped us maximize our discounts and get a doorway we are sure we are going to love. Doing business with Garrison and Pella is a pleasure. We are looking forward to our next project. read more

I recently purchased new windows from Pella and had them installed by Pella's team. The aesthetic improvement to my home was unbelievable! Pella's team was professional the entire time! The sales team was amazing and my Rep was always available to answer questions I may have. The delivery and install date stayed on track. The install team was respectful of my home and cleaned up as they went. I highly recommend them if you're in the market for new windows or even a door. read more

Very disappointed. Confirmation time of install not confirmed as promised. To make matters worse no one inside Pella would acknowledge making the install time. Additionally the agreement was to re-install all blinds but windows were measured incorrectly so hardware did not work post install. Salesperson would not commit to replace hardware so blinds could not be re-hung. We paid a premium and chose Pella due to its reputation and quality but find that the Nashville location is sub-standard and cannot be trusted. read more