We purchased a lake house with all kinds of Pella, picture windows, crank out windows, heavy-duty sliding doors with automatic screen closers, etc. Last fall the screen door started squealing, called Pella and they suggested that I use a special lubricant and that worked for a week or two. Then the sound started again so I took a video and e-mailed it to them made a few calls until I got a live person and she informed me that it needed a new screen door closer unit, fair enough, $90.00 for the part, and just under $200 for the tech to install it. I ask if I can do it myself with youtube and they said perhaps but you should really have our techs do it, it's fairly complicated. Takes a few months and many phone calls (not once did I get a callback, I always had to keep calling until I got through, perhaps four or five separate times, COVID and all so they get a pass on this) Finally they come out and I am told it really only needs new wheels and not the auto closer, the guy had some extra wheels in the truck and suggested that he installs the closer as I already purchased it. Fine with me, just make it work. Two days later the door won't close all the way, it was 3/4 of an inch open so bugs are getting in AND the inside cat can push the door open so I call again. They had a guy in my area from Vermont the next week and send him over. He tells me that the tracks are filthy and clogged up, note we are two adults that live here and infrequently use this entrance so it's not like we goobered up the floor and door tracks in the two days since the last tech was here. This tech fixes the tracks and does something to the latch that needed repair. All Set! - Guess again... Within a week there is a 24" string from the door's upper track that is hanging down from the top of the door, its actually part the auto closer that they replaced so the screen door was not auto-closing, the reason for all of this to start with. I took pictures, called and e-mailed again, after a few days I call back and get a live person. she puts me on hold and after 10 minutes calls back and said "good news, we are going to send you the install directions so you can fix it your-self" These directions are 8-pages long! Remember, I was told that really a Pella tech should do this last winter. I called an old friend that's a finish builder and he is sending one of his guys over to fix it for me in the next week or two. He tells me that Pella product is excellent but their service is sub-par, I have to agree, read more

Pella Windows and Doors Showroom of West Springfield, MA - The hanging string - Windows Installation Near Me - West Springfield, Massachusetts

Chose windows with sales rep who gave us contact info of 3 contractors. Mentioned she found them by seeing their trucks around town etc. At no point did she ever offer us an "installed by Pella Quote". Installation began mid Nov. At one point I heard a circular saw, they were trimming headers & sills because the windows were too big for the rough openings. I found out they were cutting the rough openings bc most windows were too big. The foreman and I determined at one point when they were trying to put in the upstairs bath it belonged in the downstairs bath. Turns out all the windows were in the wrong holes. And then we found one of the windows was not even ours. They had to pull out all the windows & put them in the right holes. It was at this time I met with the contractor & sales & we noticed several warranty issues. The living room, 2 of the 4 window latches were loose because the screws were stripped. Sales took pictures & was supposed to investigate. We also noted the felt insulation was mangled on the same window & a sash in the bedroom had a gouge in it & a scratch on frame of 1 window. I know all the installation issues happened due to the installation crew I chose but this was the crew I was referred to by their rep while never being offered a quote from Pella which would have included labor if future issue were to arise. Late Nov, I call to see what is going on with the latches noted a month before. She said she sent the info to service dept & she could not look up the info or ticket number on it bc they didn't allow her to use the computer anymore. I got the phone # to service & called them, the manager was not available. I called next day & they were closed. 3rd day I talked to Manager, as he look up my case he found it & said the ticket for the latches was just opened two days prior by the store. So, Sales realized they never did do anything about it. Had they done it in the beginning the replacement window would have been here with the correct window for the bathroom & I could have had it swapped out by the contractor while he was here. Servic scheduled a tech to come look at the latches. 2 weeks later, tech got here he said it was a manufacturing defect & said he could do a temp fix by putting in a wood dowel in the hole. Said it might/might not last & I had the option to swap out the fixed panel of the 3 panel assembly . A permanent fix is better than a jury-rig & opted for that. He opened a ticket. About a month went by & I reached out to Service to see what was going on & he said he was waiting for an answer from someone as to fix. So, I waited yet another month & called & he said that he was sending out 2 technicians to do the repair & he would have them bring the sash & paint & felt with them. The 2 technicians arrived & I asked about the plan, & they said "huh?". The agreed they were clueless as to why 2 techs had been dispatched since they had no plan. They came in & inspected the front window again. Both agreed the latch issues were a manufacturing defect & took a bunch of pictures again. At this point they tell me the center stationary window is not removeable & the whole unit would need to be replaced but it was covered parts & labor so not to worry. After 2 weeks, service said the new unit was to arrive on 4/22 & I would need to be here to sign for it. I replied: since it was covered parts & labor, that it would be nice to schedule his guys to put it in the day it arrived. He replied: only removeable parts & simple repairs are covered by that warranty & this situation was therefore not covered. He went on to say that if I got a quote, they would submit it to Pella for consideration & that at times they make full or partial coverage. I requested for Pella to do the reinstall so that I could be sure it got done right but they refused do the reinstallation. I got a quote & sent it, it was 450.00, he submitted it. I got an email saying that Pella had agreed to 1/2 the cost. I still felt that due to all the issue I've had with this project I wanted to pursue the full reimbursement so I emailed Servce as such on 4/10 but he did not respond. I called Pella customer service & shared this story. She put me on hold while she discussed with her manager & called Servic to discuss. She returned she said that Pella Corporate will only ever cover 50% & that the franchisee would have to cover the other 50% at their discretion. Yet service led me She said Service was going to call me but they never did. So, what I see from my perspective is that I have done absolutely nothing wrong but am being stuck with 1/2 the bill to remove & replace a unit at my expense that arrived defective. I contacted socialmedia@pella.com 2X before posting this review to avoid having to put yet another 1 star review. They never responded. Pella of Boylston & Pella of Springfield I discovered are both owned by same person and share the same email address to respond to reveiws read more

Unethical behavior of the staff from sales to installation supported by crude manager. Gave them 20k business. They pushed prices after negotiations, got the contract signed in cheeky manner with higher amount than what was agreed with the sales staff and approved by MassSave. No change order produced -- sent a letter stating that I should get the inspection from the Town whereas they were the contractor and Pella holds responsibility for any liability as per Mass Law and get their work cleared from the Town. Finally, the letterhead sent by installation department had a phone number 413-739-9239 which has already been disconnected. Highly unprofessional culture deeply rooted in lower level sales staff, installation staff and management. Here is the kicker -- installation team arrived at 8 am on the day of installation without informing the timing (despite a reminder I sent and asked for the time to kickoff) that disturbed the tenants and finally left black nails bare on the window frames. I will strongly recommend to find another vendor who has ok product but good service rather than going for good product and slimy staff to deal with. I am considering a legal action and report to BBB. read more

"I went with pella because my parents bought a slider vinyl window in the beginning of the year and loved it. I bought the vinyl 250 series window (slider) for $2600.00. I went with pella because of their so called good reputation and heard they were one of the best. The sales rep told me I would have perfection and that is something I did not get for 3 reasons: 1) installers left a mess on the window of caulking. Also left a piece of vinyl in between the double pane window. I was promised by a rep that they would fix the window and it has been over 3 months and no word. 2) vinyl was not placed back correctly after installing this window. Was sticking out. They came back and fixed it, however still does not look correct. 3) I can not remove the window to clean it. Not sure if this was a installers fault. Can only move it half way than gets stuck" After this matter, I feel I would never buy a pella product again. I could have bought window worlds product for less money ($1200) and better warranty. read more

The below is being posted after speaking with the service department at the store my Pella doors were purchased, as well as Pella Corporate. They offer no apology or compunction for this major problem. Apparently, they believe they are above the Frey. Don't let the Label they have developed fool you. They will use it against you later. I purchased patio sliding doors with the mini blind inside the panes of glass. Five years after they were installed Pella stopped manufacturing the type of blind/cable system I purchased. They have no solution to repairing the blinds except switching to their new product, which would cost one thousand dollars plus labor to install. So... if your in the market for window with blinds between the glass, I would not recommend Pella. They do not stand behind their product and have demonstrated that they will render your blind system obsolete without warning. Trust me, your blinds will break. As will the handles, locking mechanisms and window clips which keep the glass from falling out. Keith Brown 413-636-7891 MA read more

I have bought 2 houses worth of windows (New Build) I returned for a Screen,that I was expecting to have them order. With no notification the sent request to there service department. Service department sat on it. Just got it moving now. IE Very disapointed read more

So this was a frustrating situation... want a storm door installed for the front of the house. I called and made an appointment for someone to come out to measure, I received a call saying they can't do that unless we bought the front door from them in the first place. This is a case of one hand not knowing what the other hand is doing. Not sure about this customer service. read more

Bought a house recently that had cheap "discount store" vinyl windows. Spoke with the contractor doing a bathroom renovation for me and he recommended Pella. Best decision ever! My house stays cooler than ever before and the windows look 10 times nicer (brick red instead of blah white!)! read more

I contacted Pella for an estimate on my small window replacement project and met with two salesmen at my home. The estimate to replace seven windows was nearly $5000, which was outrageously high! A couple of days later, the salesman sent me an email, claiming that his original estimate was a "mistake" and that he would knock $1400 off the price. Clearly they were hoping that I would agree to the high original price and when I didn't, they offered a tremendous "discount", which is a common and very sleazy sales tactic. Their windows are cheap, their sales tactics are unethical and their prices are high. Need I say anything else? read more