We have had an absolutely terrible experience with Pella. I would say this is exclusive to the Rockford branch, but I have also had extremely poor service from the Pella Corporation itself. I only wish that I had read all of these awful reviews prior to signing on with them. We typically don't resort to lashing out with a poor review until we've given the vendor every possible opportunity to resolve the situation, but it has now been close to 120 days since we have had any response whatsoever from this branch. The SHORT STORY is that we had a new entry-door installed in early June. The installers drilled the holes for the door handle incorrectly and our door handle is EXTREMELY crooked and cannot be corrected without new panels installed. The Pella team is unresponsive and we don't have any kind of timeline on getting this fixed and it is now nearly 6 months since the initial installation. The following is a timeline of events: 1. In spring of 2021, we decided to improve the curb appeal of our home by installing a new entry door. While we should have done our research, we were told by others that Pella was the gold standard in doors and windows. In early April of this year, we met with Rockford branch salesperson Glen Willis. For the most part, we have no issues with Glen and he was helpful with our selection of a new front door and had actually convinced us to not pursue additional, more expensive work. 2. Approximately 9 weeks later, in early June, we had the door installed. That time frame was longer than we had hoped for, but we understand that there are continuing global supply chain issues related to Covid. Unfortunately, the installers had drilled the holes in the door inaccurately and the door handle is ridiculously crooked. So much for improving the curb appeal of our home. 3. The same day of the poor installation, we notified Glen Willis that the installation was unacceptable and that we need the door handle fixed. On 6/11, he acknowledged that the door handle looked crooked and he would notify the recovery team. 4. Shortly after the initial installation, someone named Mandy Gould kept calling and e-mailing about the balance of the payment (we put 50% down on a $4,000 door), even though we didn't consider the installation acceptable and complete. I even told her as much on one occasion but then she followed up again, seeming unaware of our previous conversation. 5. On 6/16, Mandy said that she notified our "project coordinator," Kristin Wade and that she would be in touch to remedy this situation. 6. By 6/21, I still had not heard from Kristin so I had e-mailed her asking for a status update. I e-mailed her again on 6/24 asking for an update as we had still not heard from her. I e-mailed the Pella team yet again on 6/30, as there was still no response. I even gave them an out by saying, "please give us SOME kind of response even if it is an 'I don't know.'" 7. On 7/1, Mandy replied to my 6/30 e-mail saying that someone named Caleb has taken the lead on the recovery and will be reaching out to us soon. On 7/7, I had e-mailed the team again as there was still no response. 8. On 7/7, Kristin replied to my e-mail, apologizing that no one has gotten back to us and that "she had been in another department the last few weeks." In addition to Kristin's e-mail, Caleb called me that day and had arranged for someone to come out on 7/8 to take a look at the door. 9. On 7/8, someone from the Pella recovery team came out to inspect our door and handle. I think his name was David. He was very professional but, unfortunately, could not fix the door as the holes were drilled incorrectly. He said that they would have to order new panels. I notified the Pella team of this that same day and asked for an update on when the new panels would be installed. Kristin replied to my e-mail the same day and said that someone would give us an ETA by Friday, 7/23 "(if not sooner)". 10. 7/8 was the last time that we have heard from anyone at Pella, which was nearly 120 days ago. I e-mailed them again on 8/3 and 8/18, to no avail. 11. On 9/1, I somehow was able to speak with someone at the Pella Corporation, which was a feat in and of itself since they don't make contacting them very easily. She said that we would have to work with our local office to resolve this issue. However, she did say that she would have a Sales Manager e-mail me within 24-48 hours, yet I never received that e-mail. That was nearly 60 days ago. At this point, we just want the door fixed and we never want to hear the name Pella again. We will never recommend their organization to anyone we know who needs new windows and doors. It has been nearly 6 MONTHS since the initial door installation. Not only should the door by fixed, but we should not be charged the balance of the payment due. I, myself, work in Project Management and I can't even imagine ever delivering this level of poor service and non-communication. read more

Pella Window and Door Office/Warehouse of Rockford - The image shows a metal door equipped with a keypad lock system and a handle, situated next to a brick wall. The keypad is mounted above the handle, which is a lever-style lock. To the right, part of a brick wall with a small pipe fixture is visible, attached to the wall with a black mounting plate. - Windows Installation Near Me - Rockford, Illinois

I did NOT want to write this review, yet now have limited options. An obviously damaged window was installed on our home over a month ago and I cannot get anyone at Pella to provide a meaningful response. We spend $28k replacing 13 older Pella windows, and a casement window placed in our master bath was damaged either before, or during, installation. The frame and casing are significantly bent and dented. On day of installation I entered a service ticket with the Naperville, IL, service center, including submitting a full set of photos. This center said this is really the responsibility of the retail center in Rockford. I've reached out to Rockford multiple times by phone and e-mail. I received a call back from the project manager once, stating that he thought the service center should take care of this issue, and he'd call me back the next day. Absolute crickets (non-response). When calling the service center, they point me back to the retail center. Rockford called to collect their small final payment, and unfortunately, the poor Account Receivable manager got an earful. I am withholding this small final payment as it is the only leverage I have to get a response. To date, I have not received any significant call back from Pella. The sales guy, though, provided good service during the sales process, up until they received my deposit and subsequent payments per the contract. My next step is to contact Pella Corporate a second time. My first outreach was through the web and I received no response from them, either. My next door neighbor purchased Marvin windows and could not be happier with the experience. I was a huge Pella fan, until this purchase, and wish I had chosen another route. I have a GC I work with on renovations and upgrades. This may have been the better route. for staying with Pella. At least I have a relationship there. --- Follow up comment after Pella's social media comment regarding sending them insights: I did exactly what Pella asked and still no outreach from them. It's only been a few days since my social media e-mail, yet escalation should not be offered if the Company is unwilling to respond with at least an acknowledgement. I will post updates here, including when this is resolved. A pointer to anyone who contracts with this organization: There is a statement in the contract and warranty that you agree to arbitration as the only remedy for disputes, however you have the option of declining arbitration within 90 days of product delivery. All other commitments in the warranty remain in place. I opted out of arbitration as this benefits only Pella. In doing so, you reserve the right to take legal action, if needed. You might consider the same. This includes any class action lawsuits that might arise from, say, non-responsive post installation service or a failure to honor that warranty. read more

Pella Window and Door Office/Warehouse of Rockford - Windows Installation Near Me - Rockford, Illinois

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I strongly advise against using Pella Windows & Doors of Chicago (office based in Rockford). We had a terrible experience with this team who seemed both incompetent and completely indifferent to the quality of their work. After 8-months, 5 installation attempts, and 3 different sub-contractors, we ultimately hired a local carpenter to come finish the work that we'd already paid Pella to do. On our installation day in May, 2022, the sub contractors installed the doors and windows but didn't have the woodwork needed to trim everything out, leaving exposed framing and drywall. This resulted in 4 failed follow-up appointments. The first 2 attempts failed because Pella sent sub contractors to our home without the needed materials. We have no idea how or why this occurred and were never provided an explanation. The 3rd attempt failed because while Pella scheduled the appointment with us, they didn't actually book the sub contractor; so that day was a no-show due to their ineptitude. The last scheduled recovery appointment in Dec, 2022 was also a no-show. Once the sub contractor was 3-hours late we finally called Pella. It was only then they told us that the sub contractor had called in sick. Apparently nobody from Pella thought to contact that sub contractor's appointments for the day. Pella said they would call us back the next morning to schedule what would be our 6th (and hopefully last) installation appointment. It's now Feb, 2023 and nobody has ever contacted us. Our project should still show as incomplete with an open recovery ticket in their system, and yet, not a single follow-up. We literally gave up after this and hired someone else to do the finishing work. Similar to other reviews (that I wish I would have read before hiring Pella), we do like the actual products, but the customer service, scheduling, and (total lack of) project management was horrendous. We'll never use Pella again. read more

Pella Window and Door Office/Warehouse of Rockford - Photos of the outstanding work Pella did not finish. - The image shows a black-framed door and window installed in an interior wall under construction. The door has a handle and is closed, while the window above is open with a tilt mechanism. Outside, construction materials and a brick wall are visible, indicating ongoing building work. - Windows Installation Near Me - Rockford, Illinois

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This is the worst company I have ever dealt with. We are on year two of trying to get a defective door reinstalled. I spent $8K for a door with a big scratch in the center of the door. Even the installer said this is not right. What a poor company and management. Also, the sales guys suck! As soon as it gets tough, they dont answer emails or calls. What a crap company. My name is Michael Goeringer and my cell phone is 847-408-3877 if anyone else wants to hear about how bad this company is. read more

GOOD WITH THE PITCH, TERRIBLE AT THE FOLLOW THROUGH The sales rep, Chris, was very polite and made everything seem like this was going to go smooth........ However, it took four months and five days from the first measurement to the final install day. We have been paying our monthly bills the entire time despite the ridiculous length of this project. Extremely frustrating for such a small project but large price! Windows: Two half moons and two smaller windows Measurement days: It took two because the guy wasn't sure he got it right. According to the first installers, he didn't. Install days: May 29th (the original day) July 2nd, July 5th, July 10th, August 9th Project managers: We went through three because the first two got everything wrong. JULIAN - was a nice human but promised call backs that never came, he told me we didn't need a permit(we did), he didn't set up the July 2nd install day correctly(got canceled) and didn't check to see if the correct size trim was with the install van. AMY - his supervisor. Insinuated that we were part of the problem getting things fixed on time (we had a vacation 4 weeks after the original install date but we were the problem!) Made promises and apologies but when it was her turn, she didn't check to see if the correct sizes were on the truck either. She messed up the 5th AND the 10th. and then couldn't seem to take the time to get us in the schedule any earlier than August because they never got the original invoice correct and had to reorder stuff. SEAN - He spoke with my wife and also made assurances. She contacted him yesterday and got no answer from him. The guys did show up today and got it done, albeit 71 days late. Installers: 5/29 - Did two small windows but kept shrugging their shoulders at me about the rest. Said "Call Pella" and left a mess in my bushes. 7/2 - Canceled due to managerial problems 7/5 - Put in the two half moons. They struggled for 9 hours on two windows and didn't have the materials to do the inside part of the job.(not their fault) Also left a big mess in our driveway as well as nails and drywall pieces in our carpeting. (totally their fault) 7/10 - showed up but saw that the sizes were still wrong. His supervisor came out and saw that the order was totally wrong from the start. Nothing got done. 8/9 - David and Jose were amazing! Had the right parts, did a great job and actually treated our house with respect by cleaning up after themselves. Where was this service on Day One? Overall: If you need windows, go somewhere else right now. The management is a mess with all kinds of talk but no follow through. They don't read their own invoices or check the trucks if they have the correct items. They had to express ship stuff to my house and it was still wrong! The installers are left in the lurch with an angry homeowner while they sit in their offices and apologize over the phone. Amy even said "this happens in construction sometimes". If this were true, then everything that Pella does will be done poorly and not on time. It was a really bad experience and I hope anyone reading this takes caution in dealing with them. The only good day in all of this was today because it is finally over. We will never use Pella again and I can only wish any of you good luck if you decide to go with them as your choice. You are going to need it! read more

So far terrible experience with Pella. I understand that the supply chain was impacted. However Pella does a terrible job of communicating status. They never called to say that they would miss their first and second promised dates. We ordered our door in May-June. We are now in November. The door was delivered this week on 11/15. The order incorrect and there was damage to the door. The trim color was wrong both inside and out. We refused delivery. I called Pella several times asking for an updated ETA. They have no idea when the corrected door will arrive or if the issues will be corrected. No one checked the door before delivery to verify the product. Will update on Pellas progress read more

As you'll read from the many negative and detailed reviews Pella Windows (Rockford) is a poor choice. A little background. My home is over 20 years old and a dual sliding door needed to be replaced. It was Pella as all the windows in my home currently are. I elected to stick with Pella. This was an expensive mistake. Where to start... Pella required pre-payment and arbitration agreement to be signed, which can be cancelled as I'm in the process of doing. They will not refund your money. Installation was set for Monday, July 31 and the installer (independent contractor) told I made a wrong purchase decision (vinyl is bad) and made a few measurements and proceeded to tell me the door won't fit. I had their salesperson and another qualified Pella person out to measure. Big miss on their part. If you call the Rockford office number it is off line and emails are not being answered. Go to Corporate office and seek out some from there and use the chat line on Pella website. I find it hard to believe that a company with such a good reputation (past tense) can go downhill this fast. Hopefully they come through and would be happy to change my negative review if they jump on getting me a new sliding door but I am not optimistic. Doug W read more

Pella installed a new storm door which was ordered with Low-e glass so the sun didn't bake my front door. After the installation, I notice that my door was so hot that you couldn't touch the handle. I put a thermometer in there and it register 171 degrees. Know something was either wrong with the glass in the storm door or it wasn't Low-E, I contacted my sales representative. It has been 2 weeks and Pella has yet to contact me. I also contacted Pella corporate via email support on their website since they aren't taking phone calls and haven't heard from them either. This door was about $1800 installed, so it sure wasn't cheap. I would expect better customer service from a high-end company. If they stand good on this product, I will revise this review, but for now...stay clear of buying directly from Pella. A very disappointed customer. read more

As of 6-21-2021 My installation hasn't happened. I called them on 6-14 to see if my install was still on track for 6-21. There customer service told me that the windows were not going to arrive to the Rockford location till 6-25. I was also told that I'm not even on the calendar for my installation yet since my windows are not in yet. Said they are very busy and are running like 4-6 weeks. I finally get the number for the project manager Christian Wade who I have left 3 messages for and can't get a call back. Is this really how Pella handles there business? This is a highly rated company, not Felco. WTF, can someone give me a damn phone call or send an email ??? This is completely unexpectable. I'm so disappointed. read more

Continued issues with our installation. We had a third attempt at installing decorative glass for our storm door and, once again, it would not fit. This was the third time we had Pella onsite for the storm door (fourth time overall): 1. Install storm door, decorative glass did not fit. 2. Brought out glass that was not decorative (we paid $400 for the glass). 3. Brought out decorative glass that did not fit. We now believe that the "standard" storm door we ordered was not made standard - it does not match the specifications in their catalog and this is the cause why the glass does not fit. As a result, we are now back in their service queue while they decide what to do. Each time they come onsite we have to arrange our schedules around what will be another messed up result. read more

I do not want to give a one star,but I have no choice. My husband and I bought 11 windows back Mach of 2022. It almost going on two years. They installed the windows in July of 2022. They did not install them correctly and they were sagging. They did not put shims in and had to be reinstalled. They came out a second time to reinstall them and put the window screens in. They did not complete our kitchen and bathroom window. The bathroom window had to be reorder because the window was suppose to frosted. They corrected it. They came out a fourth time in August saying that they order the trim wrong and base of the windows wrong with no shims. I am ready to call a lawyer to get this fix and ask for financial compensation. I can not get other projects completed. I called Thursday November 30th asked to talk to supervisor no one called back and now it Sunday dec3. I know no one works on Sunday. But it over 48 hours. So now I will be talking to a lawyer to get this settled. This is ridiculous. If I performed like this on my job I would have been fired. This is sad. Pella has a great product but very poor service. read more

This is my 4th purchase of a Pella product and my last. Today was a patio door installation cost of $6500.00. One the first thing the installers says to me is I don't have the screen door they're on back order. First, this was particularly annoying because this order was put in months ago and you would think thats enough time to have someone's order complete and correct. Secondly, this pitiful half hearted apology was a familiar sound which I've heard before on other projects that I entrusted Pella to do . Thirdly, when I called the Pella customer service number they took an indifferent attitude and said the screen door would be in by the middle of September, today is July the 7th. So it's the middle of the the summer and unless I want every insect or critter to enter my house I won't be able to open my new patio door and experience fresh air or nice breeze because I don't have a patio screen. As stated this was my fourth home updating project with Pella spending approximately 16K just in the last few years and it seems like each time they get worse. I have other projects but will definitely use another company. I strong recommend that you DO NOT use Pella spend your money elsewhere. read more

Pella Window and Door Office/Warehouse of Rockford - New patio door with NO screen because it's in back order. Hopefully be in in a couple of months. - The image shows the reflection of a man holding a phone in front of a large window with closed blinds. The window is part of a building exterior, with a backyard visible through the glass, including a basketball hoop and a small shed or house. The scene appears to be outdoors during daytime, with trees and sky reflected in the window. - Windows Installation Near Me - Rockford, Illinois

I specifically asked for them to quote me a middle-of-the-road window, and they quoted me their lowest line window. That wasted a lost of time with me, and made it so I couldn't ask the right questions to the sales guy when he was here. read more

The Pella products are excellent. However, their customer service is horrible. after installation of 2 doors at a cost of over $17,000 I tried for weeks to get someone to respond to me over my concerns - missing pieces for the patio for, no screen door, the caulking on my front door looks like a child did it. Finally someone responded and a service person was sent out to install the missing pieces and fix the caulking. Service man said there wasn't much he could do about the caulking and left as it was. the 1st thing seen when you walk up to my front door- it is unacceptable. no one from Pella ever reached out to see if the work was satisfactory and of course no one responds to your calls. beautiful product but don't buy from them if you want quality installation and customer service. read more

I'm extremely frustrated at the service and lack of communication from the Rockford office. I have been waiting since September for them to follow up with a revised bill. I have a storm door that needs to be refunded. They also measured my bathroom window wrong and didn't even call in for a new one a month later (after my follow-up call). The installer even put my shutters on wrong. Terrible service. I would not recommend working with this office!!! read more

Worst experience of my life. Very expensive custom-made door. Took over a year to get it. The first door did not fit and they had to take it back. They said they had to make the door from scratch. Then, two weeks later, they called and said it was ready. They showed up no install team. They tried to get me to sign for the door without an installation. I refused. It was the same door that didn't fit. They took it back A few weeks later they came with a door that fit. The installation team could not finish the job the same day and said that they need an additional trim part and will be back tomorrow. They never showed up. They have been ghosting us for three days. Nobody calls us back. No one emails us back. There's a huge chunk of door missing. Additionally, they did not hang the door right there's a huge gap, the hardware is not properly fitted they damaged the front of the door during installation. It doesn't close right. Now they're not fixing it. I'm out a huge amount of money and have to pay a contractor to fix it. Please. Do not use. read more

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Horrible company with scummy salesman Larry Domark. Stay away! I agree with all the poor reviews on Yelp and could only wish that I read them earlier. The only solace is that I did not give Pella all of my business when I was thinking of doing so and also convinced my neighbor to not to use them which will one of many. Now, I am going with Andersen windows, which are classier handled by professional people. For the amount of money Pella asks, you would think you will get some service, but you will be surely disappointed! read more

We replaced 40 year old Pella windows on our 2 nd floor. We loved our Pella windows because they flip in for cleaning. The salesman sold us the windows and the installers installed them and never told us they don't flip in anymore! When I went to clean them I couldn't flip them. I called service and she sent me a video that showed me how to TAKE THEM OUT! You have to remove the entire window! What if I can't get it back in? I called service again and asked if they would send someone out to teach us how to do it. We should have been taught! We would pay, of course. He didn't seem interested and then finally sent another video! How much did we pay for these windows?! This is not the Pella of 40 years ago. When we do the downstairs, they will be Anderson. Service doesn't care. Beware, people! read more

We are planning a very long relationship with Pella due to the outstanding service we received from your representative (Luke Bloodgood) yesterday. My wife and I have been shopping for new windows for a while now, and we were getting a bit frustrated with the contractors we have been receiving quotes from. They either couldn't give us the guarantee nor give us a solid estimate. There was always something that either wasn't covered or was a variable that could add to the cost. Mr. Bloodgood sold us on Pella within the first few minutes of talking with him. He is professional, pleasent, and knew the answers to every question we had (and then some). We are starting with replacing half the windows this time, and early next year we will be looking to replace the rest along with the doors. I'm sure we will have more renovations after that and we will only be dealing with your outstanding company from now on! Thank you for the peace of mind you brought to our family! read more

Since no one bothered to call to find out about the window installation at my house on February 1, 2022, here are some of the details. 1. The downspout next to the front door will have to be repaired by a professional gutter company. Your employees replaced it in such a way that the sections that take the water away from the foundation no longer fit. 2. They left the floors in the kitchen, living room and spare bathroom incredibly dirty. I've gone through two boxes of Swiffer wet pads, and the floors are still not clean. What happened to using drop cloths and cleaning up after the job? 3. Your employees left the power off in the kitchen and living room without informing me. They knew about it because they'd left all the switches in the "On" position. They'd even unplugged the emergency light, but they left without saying a word. 4. The installers broke the window well cover. It was in good condition before the installation and cracked and broken after it. As for the windows themselves. No one informed me that the frames would be so much larger than the ones they were replacing. Your frames cover about half of the wooden window ledges. And they are so large that the window shades no longer fit properly. I had to put the shades back up anyway, because who wants to live in a fishbowl. After your installation, there will now be even more expenses for me. (Added on to the $7,825.37 it cost for the five windows.) Probably not a big deal to a large company like Pella. But it is a big deal for a retiree living on a pension. LAST BUT NOT LEAST ... IT HAS BEEN 17 DAYS SINCE THE INSTALLATION. I AM UP WRITING THIS AT 2:06 IN THE MORNING BECAUSE THE WINDOWS ARE LEAKING, AND I AM UP SOPPING UP THE WATER. It would probably be in your best interest not to ask me for referrals or recommendations. Susan Porter read more

To echo the other reviews here, please spend your money elsewhere. Pella provides no follow through and has the absolute worst customer service. We ordered an almost $8k wood entry door November 2021. We had an appt to install in Feb 2022. They cancelled last minute. Rescheduled for a couple weeks later - cancelled that appointment last minute. Rescheduled a 3rd time - just didn't even bother to show up for that appt. 4th reschedule was the charm - finally someone showed up to install. But unfortunately did a sloppy install job, poor lead remediation for what he replaced, installed the handleset crooked, and shredded the weather stripping. After too many emails and phone calls to list here, finally someone came out to assess the repairs needed. He was competent and admitted that it was a terrible install but there was only so much he could do that day. Here we are 3 months after that with zero responsiveness from Pella to fix their shoddy workmanship. I'm ashamed that I didn't read these reviews before ordering from them. I cannot encourage any potential customer enough to look elsewhere. Pella is not worth the frustration. You will most certainly receive a nicer product and better customer service from anywhere else. read more

I used Pella windows for my entire new house. I upgraded to blinds between the glass for six windows. The cords failed (might have gotten knotted or twisted), so I called Pella repair service. I was informed that they no longer carry the cords and they have no way to fix my problem! So now I am stuck with a huge patio door blind, tilted at a horrible angle, that I can not move up or down. And Pella cannot help me? You've got to be kidding! I wish I had gone with a different company! read more

This is the worst company I have ever had to deal with. They installed a front door missing a cover plate, the handle left at a 45 degree, and a scratch on the front of the door. I have attempted over 10 times to get someone to call me back to get this resolved. I have talked to customer service people, left voicemail messages, talked to the sales representative, and all with the same response. We will have the branch manager call you within 24 hours. Not one call back! I will never deal with this company again! read more

Pella Window and Door Office/Warehouse of Rockford - Screw showing and handle crooked - The image shows a white door with a textured surface resembling wood grain. The door has a metallic handle and a deadbolt lock positioned above the handle. The door frame is also white, with a visible hinge on the right side. The photo is taken from a low angle, capturing the lower part of the door and part of the surrounding door frame. - Windows Installation Near Me - Rockford, Illinois

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DO NOT purchase anything from Pella Windows & Doors . I have never encountered an organization with such poor customer service. I purchased doors in August- PAID FOR THEM - and was told they would be installed in 4 to 6 weeks. After weeks of run around from all levels of the company, I was finally told that the factory had been closed for month and MAY reopen sometime in the first quarter. The agreed did agree to cancel the contact and now i'm being told that it could take up to 5 week to process the return. COMPLETELY UNACCEPTABLE. Save yourself lots of aggravation and look at other manufactures. read more

I wished I would have consulted Yelp before contracting with Pella for the replacement double door on our detached garage. The sales process was very smooth. The salesman came to our house with samples, showed us options and we agreed on what we wanted. It was very expensive, but we liked the idea of a one-stop shop for door purchase and installation. We put half down, paying by check (they were offering a discount to pay 100% but luckily I did not take this option). A couple of days later, the tech showed up and confirmed all of the measurements for the installation. So far so good. Then the fun and games started. We signed our contract on 5/21 and the Tech came on 5/23. After the Tech came out, we were given an installation date of 6/28 (5 weeks)...kind of long, but what can you do. On 6/28 the Installer arrived with the door. Unfortunately he drove his truck into my garage gutter, damaging it (it has to be replaced) but these things happen. What is less acceptable is that after 5 weeks and a visit by a technician to confirm everything, the door was delivered with the locking mechanism installed incorrectly. The installer figured this out after unwrapping everything so he had to pack everything up and take it back to the factory for a correction. I spoke with my Pella installation manager and she assured me that they would expedite this repair and we set a date for installation for 7/18 (3 more weeks!). On 7/15 I spoke again with Pella and they told me that they now expect the door on 7/22...so we have to reschedule the installation...it is now scheduled for 7/30 (2 more weeks)...again, this is them expediting things! (Also bear in mind that with each install I also have to coordinate with my Alarm company to reinstall my garage door alarm since Pella does not do this). They will call me on the 22nd to confirm that they have the door so it sounds like they are not 100% certain it will arrive even then. They tell me that I can't cancel the contract, even though they are woefully late on delivery and they say that they will only discuss a commercial gesture after the install is complete....so I'm not expecting too much. So 8 weeks later...I am out my down payment, I have a damaged gutter (which Pella is supposed to pay for, but will only take it off the final amount due) and I am at least 2 weeks away from having a new garage door Recommendations: 1) Avoid Pella 2) If you must use Pella, I would pay the minimum amount an pay by credit card. not check...although this is a little more expensive than paying by check, it gives you the ability to dispute the payment with your credit card company if there are installation issues...something you can't do if you pay by check (and, based on the other reviews on this website, something that apparently happens more frequently than it should 3) See #1 read more

Bad experience with this company. Uncommunicative and unreliable. No updates three months after a contract, and then a phone call finally from the salesperson: "I don't know what happened...I don't know what's happening with production." read more

We replaced the windows in our entire house - over $80,000. Everything went well until install and 3 windows were ordered wrong and 1 scratched. Was given a project manager but she doesn't return VM's, or emails. Have spoken with other team members and am told that they will call back with update as to resolution, but no one calls back. They just ghost you - when I said I would stay on hold to talk to a manager, they hung up on me. Do NOT use this company!!! read more

In June 2021 an installer came out to install our new front door, which was ordered in March, and discovered that Pella ordered the wrong front door for our home. We have been waiting for 5 months now for our correct door to arrive and no one can give us any updated information on it. We paid $10K for this door. Caleb was assigned to be our contact and he will not call back despite several attempts by us to get in touch. They told us they are "overwhelmed by the volume of calls and can't keep up." We are extremely frustrated at this point and want action taken immediately. It is unacceptable that no one can give us information and we are on the brink of taking legal action unless we can resolve this immediately. Stay away from this company. read more

Pella of Rockford is the worst operated company I have ever had the displeasure of working with. I wish I could give 0 stars. I had two installers no show, and then once one finally made it out here, they were not able to perform the work. The window I was trying to get installed was for my baby daughter's room however they show no urgency or even accountability to show up to get the job done. After these failed attempts, we have tried to obtain a refund for the labor costs as they were unwilling and unable to do the work. Unfortunately, the managers of this office are in a perpetual 3-week meeting and have no other time to give anyone a call back. Do not use these people, they are incompetent. read more

If a rating of zero was an option, that's what I would give this business. The scam began in April 2022 when someone came to our house to measure 4 windows that we needed to urgently replace, due to rotting and improper installation (not the fault of this business but from previous owners). We were told the windows would be installed in June, and with that understanding, we signed a contract and fully paid for the windows. In June, we we're told it would be August. In August, radio silence. After numerous calls and emails, we received no answers. We then called corporate headquarters and then we were given a new data of December. It is now almost the end of December 2022, and we have heard nothing. It's disgraceful that a company could rob us of $13,000 or more, and never keep up their end of the bargain or keep us updated on what's going on. It's honestly a shame, as we have more windows that will need replaced in the future, but it sounds like I will have better luck going with Andersen. I am honestly stunned how this business keeps its doors open, given their scam to get people to order their windows and then not do their job after that. Unprofessional and unresponsive, all while my current windows deteriorate by the minute. But they somehow find time to post Facebook posts, patting themselves on the back for a successful year. I guess scamming so many people us a success in their eyes. Disgraceful. read more

Ten weeks ago, Pella installed windows in our home and completed the outside trim. Not all pieces had been ordered to be able to complete the inside trim. Apparently the Rockford office was unsure of what pieces needed to be ordered to complete the job. We escalated the matter to Pella corporate. Two installation supervisors came to our home to see what needed to be ordered. We waited 4 weeks for the pieces to come in. Today the installers were still unable to complete the inside trim because not all the necessary pieces had been ordered. 10 weeks! And the job still isn't done right! This is unacceptable. I do not recommend Pella to anyone! read more

I had the best experience with the Pella salesman, Jeremy Roark. He was prompt, courteous, thorough, answered every question I had and did not apply the usual pressure tactics. I received bids from several companies to replace my doors and none of the other sales people came close to Jeremy's professionalism and product knowledge. He was what sold me on the product! read more

Just bad from start to finish. Issues with the install and quality of the windows. Took several hours of my time dealing with all of their screw ups. Go somewhere else for windows and doors. read more

Most horrendous service we have ever experienced. We ordered a new door a year ago. They installed a damaged door and forgot the new hardware so they used our old hardware which they installed incorrectly which caused us to be locked out several times. They ordered a new door and scheduled a new installation date 6 times and canceled for various reasons over 3 months. We took days off of work to meet their install guys each time. Then they called and told us the new door was never ordered and the lead time was 6 more months. No one on management or ownership returned a call or email. We've been working with the scheduling person and she keeps apologizing saying they are growing so much they can't keep up. Our new door is scheduled to be installed for the 7th time tomorrow. Expecting another cancellation. Good news is I have convinced three builders to move to Anderson going forward. Just awful. read more

i wish i had the option for no stars. horrible horrible-do not buy from pella in rockford. terrible service-you can never get anyone to answer you. i am still waiting for a part 3 months later with no answer. please heed this warning. read more

I bought windows with pella and one of the windows leak so i call them after less then one week of getting the windows.They will not return my calls and they refuse to take care of the problem.I am telling you not to do business with pella so you don't have to go through what i am going through to this day.Still leaving messages and still not getting called back. PLEASE DON'T DO BUSINESS WITH THESE PEOPLE! read more

We contacted Pella when we needed to replace our front and back doors. We had a salesman come to our home and show us a catalog of samples to choose from. At the time, the salesman let us know he had never put in an order for doors before that day, just Windows. He did not know that the door knobs offered in the Pella catalog we're completely different than what they actually sell. We did not find out this information until 6 to 8 weeks after order. We had the second technician come to our home and measure to ensure that the order placed was correctly, they repeated the order back to us and everything was wrong. The wrong paint, the wrong trim, the wrong style door, so then we had to go through the entire process of correcting the order. If that wasn't annoying enough, when the doors finally arrived we found out they did not order the correct front door package so our home went with out trim for two weeks as we waited for it to arrive, the doorbell wires hanging out along with the insulation. But THE MOST frustrating part of all of this was error with the door knobs, they too were ordered incorrectly. We told both sales reps that we needed a round knob with a lock as well as a dead bolt. I am fairly certain we paid for a deadbolt along with a knob and received neither! We were given the lever knob, which we specifically said we could not have and NO dead bolt for our front door, two very simple request for a company that specializes in doors. I was absolutely furious as I tried to resolve this issue myself, phone call after phone call for weeks on end, being passed around from different manager to manager and still no resolve. They eventually sent another contractor out to try and put the appropriate round knob but he couldn't get it to work. After he left they had the audacity to ask for their second door knob back to then stop speaking to us all together! They completely stopped communication for months and now we are stuck paying for product that is not what we asked or paid for. With the high costs of the products and labor, at the very least, they should get the order correct. We cringe every month when the bill comes because it is a constant reminder that it is still unresolved and they simply DO NOT CARE. We received an email from the Salesman MONTHS later saying that we would not be able to resolve the issue and that we were basically stuck with what they gave us. I really hope people read this and seriously consider not using Pella. I have posted this review on consumer reports as well. I have never been treated so badly by a company in my life. When someone pays $6500 for two doors it should be exactly what they want and told they would be getting. Shameful! read more