This review is to educate the puplic of service we received from Pella Windows and Doors Co. in Lenexa, KS and not the end product. The installation of 2 french doors, 2 sets of casement windows and a small kitchen sink window that was to take 3 days to complete resulted in 3 months and 2 days of scheduling nightmares and blunders of workmanship. The sales rep and carpenter installer were present in our home when a beginning date was set. A week early the coordinator called to say they would start the next day which we agreed to. As things progressed, painters were not ready and then the installer had booked the same date elsewhere which meant we were bumped back, one of many to follow. Below is a list of errors during the installation once it finally began approximately 1 month later. Pictures to follow. *End of third day of installation, installers noted 1 sash was dented, weather stripping was short on 1 french door and short 2 pieces of casing trim on a door. Screen door handle was installed backwards. Installers stated all were to be taken care. *Couple days after the first install attempt, we noticed almost all of the casings had streaks in the stain where there was starting and stopping spray marks. 8 pieces in all were to be replaced. *Strips of wood in framing on exterior between window casings were left unstained and sealed, exposed to weather. * When sash was replaced it was replaced with an 18 pane instead of the original 6 pane. Weather stripping brought was not right length so no attempt to replace that day. *Kitchen sink window was not built up and supported with framing and barely hanging on with thin finish nails with large gaps between the trim and existing frame. *When attempting to replace 8 botched stained casings, the installer framed 2 small, Non-Pella windows that were to be completely covered with new kitchen cabinets. The original 8 defective stained pieces remained intact. When trimming the last french door of the 2 missing pieces, mitered corners had spacings revealing the wallpaper behind and unstained cut edges. Still no replacement for weather stripping on french door. After numerous rescheduling all work was completed. Two letters were written in which we detailed all the above to Pella, stating our frustration and that there should be some sort of compensation for the $24,000.00 requested, paid in full amount at contract signing. There first response was offering $100 gift card in which we had already made it clear that we were not using Pella again. We originally agreed to $1,000 but we were asked to sign a Good Will Agreement stating we would not post any comments on social media and the document was unclear as to whether any warranty of products or installation would be honored. Upon speaking to a lawyer, he advised not to sign and that we were not requesting enough, without mentioning any compensatory damages for lost work or rescheduling of our other contractors. We rejected their final offer of $1,000 and choose to send as many negative reviews as we can, warning other consumers of Pella of Lenexa. read more

See all

I'll update this review when I FINALLY receive the last of 4 window units. And the tone will change based on the total outcome. Service BEFORE the sale is great! HOWEVER, Follow-up, project management, communication, requests for someone to talk to at the factory, the ability to identify a problem and act on it... are woefully inadequate. And from the looks of other reviews, I'm not alone. 8 weeks became 10 weeks became 13 weeks became 17 weeks. As of today (12/6/18), the last of 4 windows (that's right, FOUR) is now scheduled for 12/31. I have zero confidence in this date and am now storing the windows delivered, in my customers basement. My suggestion would be to stop selling products you can't fulfill, and stick to selling what you can. 1/26/2018 update. The final window arrives from Pella/PellaKC on 1/7 - total order to delivery time for this was 21wks and 2 days. Unit was installed a day later along with the cold weather that is typical for a KC winter. Trimming out will be slow due to the cold and because I have another critical timeline project that started - also in 1/7. Nail guns don't like the extreme cold, PVC trim cracks when driving a nail they it. My hands and feet don't tolerate the cold either and warm-up breaks are necessary. And although all this is true, Pella doesn't seem to want to pay for lost time and additional time incurred, and loss of use / beneficial use of a portion of my customers home! In addition to the cost of the late unit, I would like my time reimbursed. How do I make them listen??? #PELLA look for my reviews of Pella in other places on the internet. read more

Terrible support from the Lenexa location. Scheduled an installation on a specific day. No one showed up and no one called. Lousy customer service. read more

The salesman who came to our home promoted a composite material on the interior sill of the replacement window we were researching and we chose Pella based on the salesman's description of the composite, as a way to eliminate scratching from our dog. The duo who installed the window had no familiarity with such a product and the window, as installed, has a painted pine sill. After much frustration with numerous unanswered calls, texts, and emails to the salesperson, we finally got a response from the company after completing a customer (un)satisfaction survey. THERE IS NO SUCH PRODUCT. The dishonest salesman just outright lied and I'm sure received a hefty commission on our window purchase. We will NEVER make another Pella purchase. read more

We just had 11 windows installed in our home and are very disappointed. We did everything that they ask us to have done for window installation. We love the Pella windows but it was the installation that we were unhappy with. They did not calk around the windows that were installed in the brick siding. The inside trim there were large gaps between the trim and the sheet rock. Some windows were at least a quarter of an inch gap. There were only 3 brads around each trim board around the windows and our house has a total mess while the installation took place. We decided not to have them come out and try and correct the problem that they should have known was not right in the first place. We are going to have a trim carpenter take care of their mess. read more

I replaced all my top floor windows. The service was great, the crew was always on time. The windows are really nice, easy to open and really easy to clean! Thanks Ali Daifallah! They got 4 instead of 5 because the dust was not cleaned out outside. But other than that I have been very satisfied. read more

Terrible craftsmanship. After 10 months and no fewer than 8 crews the doors and windows still don't work. Avoid this franchise. Completely incompetent. read more

Fairly pleased with our new windows so far! We had all our windows replaced in our home in two different phases. They are a great value for the money, and the installers and design consultant were very kind and professional. I would recommend them to anyone looking for a quality window and a nice upgrade to their home. read more

Thinking of replacing your windows with Pella? We ordered four windows and two doors through Pella on September 12, 2018 but the install was not completed until January 31, 2019. We were promised 4-6 weeks but instead it took 20 weeks. Sadly, the management and sales team had no interest is a speedy resolution, only excuses. Our install was delayed four times and we were given a less than 48 hour notice each time. Frustrated and fed up, we ordered our remaining 14 (that's right fourteen) windows on December 12, 2018 from Renewal by Anderson and the best part is they were installed in 6 weeks! The install team surpassed every expectation. We could not be happier with our choice to use Renewal by Anderson and now we wish we would have done the whole project with them. If you appreciate high quality customer service and unmatched workmanship, we suggest using Renewal by Anderson. read more

In spite of numerous requests to remove my cell phone number from their databases, Pella Windows and Doors, continues to harass me with nuisance, unwanted and unsolicited marketing calls and texts. In October 2009, we used a Pella rep for installation of some windows in our house. I did not give them my cell phone number. In December 2015, during a bathroom remodel, I gave the contractor my cell number. We did not use any Pella windows for this. In October 2017, while getting estimates for window install, we contacted the bathroom remodel contractor who came out with a Pella rep to give an estimate. I did not give my cell number to the Pella rep nor was I asked permission by my former bathroom remodel contractor to give Pella my cell number. But this is surely how they received it. I was not contacted by this Pella rep and chose a different window contractor for that current project. It is very obvious that Pella now had my cell phone number in their database. From 2009 to 2017 I never received any nuisance marketing calls or texts from Pella. In November 2017, I received a nuisance, unwanted, unsolicited marketing call and text on my cell phone. I drove to the Lenexa, KS office. I asked the clerk to remove my cell phone number from their data base. She went to her computer, then came back to me and said that she had done so. I thanked her and left. On September 28, 2018 I again received a text from Pella Marketing. I called the number back on my landline phone. I asked the man to remove my cell phone from their database. In what I can only describe as vindictiveness, the same person sent me another marketing text the next day! On October 9, 2018 I drove to the Lenexa, KS Pella office. I spoke to E.B. the Service Manager. He apologized for not having my cell phone number removed. He sent an e-mail to D. B. in this office, which I have a copy of, to "remove me from call/text list immediately". Also, on October 9, 2018 I sent a letter to C.R. the Vice President of Marketing for Pella, in Pella, IA, explaining my frustration in continuing to get nuisance, unsolicited calls/texts from Pella and my meeting with E.B. at the Lenexa, KS location. I did not get a response. On December 13, 2019, unbelievably, I AGAIN received a nuisance, unsolicited voice mail and also a text from Pella. I have a copy of each one of these harassing text messages. So, on December 17, 2019 I again drove to the Pella, Lenexa, KS office for the 3rd time! I again spoke to E.B. the Service Manager. I explained that this was the 3rd time that I came into the office for a reasonable request that my cell phone number be removed from any and all databases. I again, explained that at no time did I ever give my cell phone number to any Pella representative. read more

1.0 star rating 11/8/2019 We purchased Pella tri sliding patio doors from Pella over 10 years ago and are very disappointed. They have blinds in between them. A haze formed inside them (which should not have happened) and our professional window cleaner took one of them off to clean it for the FIRST time ever. In the process the blinds fell off. It was then that we noticed that the only thing holding the blind in was some tape and one tiny hexagon pin. The hexagon pen broke because the tape was dried out and could no longer hold the blind. You would not think a company like Pella would use tape that could dry out to hold blinds in place. Now they want $125 just to send a tech out to see what it would take to fix it. We have replaced all of our windows in our home with Pella (approximately $10,000 worth). I suppose if we hadn't already done that, we would still be seen as a potential customer. Since there are no more windows for them to sell us, they refuse to stand behind their products. These patio doors cost us around $5000 to have installed. Not only that, the individual we spoke to was very rude. We will not recommend Pella window or doors ever again! Sammi W. Comment from Sammi W. of Pella Windows and Doors Business Owner11/11/2019 Hello. We apologize that you've had this experience, and we'd like to look into this further and see if we can address your remaining concerns. Could you send your contact info and home address to socialmedia@pella.com? Thank you - KS SINCE THAT TIME On Nov 18, 2019, at 1:01 PM, Mark Brewer mbrewer@pellakc.com wrote I am sorry but the product that you have has been out of warranty since 2013. The replacement blind will match the style that you currently have. I have no other parts available to try and repair the VINTAGE blind that you have. Mark Brewer I wrote back We do not consider our just over 10 years old $5000 patio door windows as VINTAGE. They may in fact be out of warranty, however they were DEFECTIVE from the day they installed them. This was the very first time we hired someone to clean the film off in between the windows. I'm confident that we would have had the very same issue one or two years after the doors with the blinds were installed. That one tiny pin (the size of a pencil lead and less than one inch long) that ran the whole mechanism and the tape (which dried out and no longer stuck) that was used to "hold" the blinds on was a horribly DEFECTIVE blind from the very beginning. Who knew that a company could tape blinds inside a window/door and sell them to you for $5000??? Even the tech that tried to fix them for us called them defective and not made properly. Another issue is that we cannot clean the film off between the other two doors without their blinds also falling off. The cost for us to replace the one blind is $400. (If we use an outside contractor). Pella wants $620 to replace it. Which is ridiculous!!! Even if we wanted to replace it; it would not match the other two. Again, we purchased over $10,000 worth of Pella windows for our house and thought we were getting quality products. We couldn't be more disappointed. HOW ABOUT THAT FOR CUSTOMER SERVICE???? VINTAGE MY A** I rated it one star because you have to rate it before you submit your review. read more

We purchased eight pricey windows from Pella. We had been warned that they were too expensive, but we wanted to insure that we got really top quality windows. We waited for the windows to be made and for an installation date. These windows required the replacement of the surrounding woodwork. The sales person had asked us to provide a piece of the woodwork to be replaced, so they could prepare a matching stain. A long time passed. The day before the installation, a young man showed up with a piece of wood finished to "match" our woodwork. It wasn't even close. When I compared it and asked it they couldn't do any better, he said, "That's the best we can do." Basically "take it or leave it." We had waited so long and paid so much, we took it and were unhappy with the results. I tried to contact Pella and got no response, so we are living with it. Meanwhile a friend of ours who does woodworking as a hobby, mixed finsihes that closely matches our woodwork. I am afraid I don't believe that Pella made any real effort to match our woodwork. They didn't even return the piece we sent them as a sample without our going to get it. Pella is just too expensive for the low quality of the service. read more

My experience with Pella has been fantastic. From working with Scott and understanding the product line and our options to the install, what a great customer experience. I highly recommend Pella as your go to window/door replacement company and think you will be pleasantly surprised at how great of an experience you are in store for. My home was built in 1926 and has the original windows in it still. After having the windows replaced and a new door installed I can already tell a difference in noise/sound bleeding into the house and our furnace isn't on as much as it was with the old windows. If you're wondering if this is the right approach and want to avoid the hassle and headache of cleaning up or installing the windows yourself wonder no more. This is the service for you. Can't say enough positive things about Scott, Zack and Terrin. Fantastic job! read more

The most dishonest group of people we have ever met in our lives. Designed a house with Pella windows. Received a bid which was given to our builder. Our builder does not use Pella but he agreed to use them. Six months later ready to start building the house. They raised the prices 200 to 300 %. Explanation: the original bid had a software glitch. Argued, argued, argued and they lowered it to a 60% markup over original bid. Said they were doing us a favor. We went in to change some specialty windows to lower cost. The savings from these windows were added to other windows increasing their cost. Telling us " . . .but your bottom line is still the same as before . . . " Huh? Continual bait and switch tactics. Truly tried to make this work. Finally, after several sleepless nights, gave up and went with Andersen. Same windows, same quality, bid was 15% lower than the first original bid of Pella's. Can't believe all of Pella is like this. Believe we were dealing with deceitful sales people from this particular location whose main focus was their commissions. read more

Received the refund! So glad this phase is complete. Now I have to start looking for new windows/sashes again...!

I just shared an interesting experience with a Pella Doors and Windows employee at 6:40am on 69 highway south. The employee was driving in the left lane, I was about to pass him in the middle. He pulled in front of my vehicle, nearly hitting me. I moved into the left lane and passed him. He proceeded to follow me, flashing his brights off and on, until I exited the highway at 435. Are these the type of people you employee, Pella management? I'll be sharing my story and complaint with management when they open this morning. read more

Extremely poor workmanship. Poor customer service. Took 6 months to install front door and storm door. Door and trim paint colors do not match. Shoddy installation. First installer scratched hardwood floors. Customer service unacceptable. Company not capable of delivering quality product and quality installation. Customer Service is unacceptable. Beware. read more

the service was so poor I never even got to the "purchase" phase. I have called three separate times to get an estimate. I can't get a return call. if trying to BUY windows is this difficult, I can only imagine how difficult it would be to get them installed and serviced should a problem arise. Extremely disappointed. . . . read more

Extremely disappointed. Demanded full payment up front. What a fool I was. 2 large double casement windows and 2 French doors and a small casement kitchen window. $23,000 .Install was bumped 3 times for whatever reason. Installation crew did a fine job however, the subcontractor that did the stain and sealing of the trim was very disappointing. Contract was signed 3/6/19. Trim was to be redone and installed today 6/5/19. They installed 2 pieces of trim they were short on original install , but didn't address staining issues that were to be redone. I feel Pella needs to be responsible for their subcontractors. Communication seems quite lacking between the two. Don't have a problem with the product or our salesman. Do have a problem with paying top dollar and getting substandard service. Hard to coordinate a kitchen remodel job when you are constantly being put off for whatever reason Too bad for Pella, I still have a lot of windows to replace in this house. read more

In my opinion, this is the most poorly managed company in existence. The "installers" are contractors, customer service is utterly inept, management is unresponsive, and their overall quality is worst in class. It took six months, three installers, two managers, two schedulers, a painter, a service tech, forty phone calls, ten emails, seven thousand dollars, and corporate involvement to install one single sliding glass door. Take it from someone who lived through it, I will never buy another single thing from this store. read more

I have purchased Pella windows for a house I own. While I feel Pella make a good product. There sales person whom I won't name stated a window could not be wrapped in vinyl without rotting. Pella does wrap windows so he's stating that his own company is unable to wrap a window properly. Strike one!!!!! He then stated that he left a door brochure with my wife!!! He later realized that he truly did not after my wife called him out on it. Strike two!!! Worst of all Pella does not install their own windows. This might be ok if they were to state this in writing, which they do not. This sales person then went on to claim that he did tell my wife of this fact. Accused my wife of lying. My wife has a impeccable reputation whom I would compare to a saint. Strike three!!! Your out. I'm in process of trying to resolve this matter with this arrogant liar. read more

KC friends, you should avoid Pella Window and Doors at all costs. Although the product is rated well overall, the installation and customer service in KC is horrible. The installers were late to my home every day-- this was significant because we paid someone we trusted to meet them at the house and provide them access each day. A job that was predicted to take 3 days took two weeks, and even then, was not "completed". The installers left debris in the driveway, yard, and in my home. They broke a vase and did not tell us. They cracked a window casing and performed a shoddy repair. One installer cut his hand and bled throughout my house (there was even some blood on the wall). We had to clean it up; they did not. After the installation, it took another month and a half to "complete" the job because they ordered the wrong size insert in the first instance, and then, did a poor job painting the inserts when they obtained the correct size. Perhaps the worst, however, was the customer service. I called my "senior sales consultant", Scott Marlow, about the problems I was having. (He is the one who "sold" me on the quality and care of the installation in the first instance.) He stated he would follow up and call me back. I never heard from him again (even when I left follow up messages). I then left multiple messages for Devon Brady, the Sales Manager. He never returned my call. I even went to the showroom to speak to him. He was "not available." I left a detailed list of my concerns and asked him to give me a call. No call. I have done a lot of work on my home throughout the years, and I can honestly say, I have never had a worse experience with a contractor. I am new to Yelp and have never written a review such as this. However, I really felt the need to warn folks in the KC area to avoid this company. read more

We purchased Pella Windows for our home twenty-five years ago. We have followed all of the manufacturers instructions as far as maintenance and are very happy with the look they give to our colonial reproduction home. However, within the past five years, their service has become terrible. Last year we needed to replace one sash. After numerous calls, just to reach a person, we finally were able to order one. Then, it took an incredible time for it to arrive. Finally, they delivered the sash and we had it painted. Their installer (you must use their installers) came out and said it was too small. He had done the initial measuring. He had verified his order. Then, incredibly, someone at the Lenexa office, ordered the wrong sash. Eventually another one came, at the end of a very long winter, where we finally had to attach plywood to the outside of the window to prevent more damage from the faulty sash. Earlier last fall, we had ordered a lock switch for an eight foot slider. They require all money up front, at the time of order. The installer came out to determine what needed to be ordered. The wrong part was delivered - twice! Finally, he asked if he could take the handle and the workings to Pella in an attempt to get the order right. Never did get the handle back, the money back, or in fact even get a call back (after repeated attempts to reach them). No one carries parts of any sort that will work with Pella windows and doors, except Pella. In June of this year, my daughter started calling them to get two replacement architectual wooden grills for two eight foot sliders leading to our covered back porch. We thought that was ample time, since we needed them for an event in September. Finally, in August we were able to reach a person to place the order. Of course they promptly took our money with the order. They assured us they would arrive by the time of the event. We had a painter scheduled to paint them, as they were going to be delivered to our home three days before the event. What was delivered was one flat board and one curved board - certainly not a pair of grills! It took me two days to reach a person to even let them know the delivery was wrong. She said she would reorder it; that the factory had made an error. (Why had they not checked the order before the Lenexa office delivered it to out home? Why had the order not been verified with the factory at the time the order was placed?) These were the questions I had for their manager. This woman, when I asked to speak with the manager, said she would "Try to find him." This was last week. The event was Saturday, missing two grills and one door handle! What a mess! I have not heard from them since. I presume they just want me to keep this board they delivered and forget about the grills for which I paid, just like the door lock last fall. I am amazed that Pella in Kansas City is still in business. Any repairs must go through them. Any replacement parts of any sort must go through them. There is no alternative if you have Pella products installed in your home. Pella is not interchangeable with any other product. DO NOT BUY THESE PRODUCTS! read more