Customer ReviewsforPella Windows By Horne

This organization NEVER follows through. The process is broken and the Pella factory cannot be reached according to Horne. They do not understand when I tell them the windows leak during windy conditions. The first 3 windows of a double install took over 15 visits to get correct. Some of the windows were rejected out of box because QA doesn't exist at the factory or at Horne. I agree with others that Customer service doesn't really exist. I am still waiting to find our (after 6 months) why I get ICE on the inside of my windows. Please do not give me the high humidity story since up to a 1/4 inch of ice forms on the sides and lower part of all windows. Don't bother with this company. They don't care about anything and a contractor friend exclaimed, "no wonder I have had som many erros and problems with them."

Purchased doors and window panels to replace our original Pella units after excellent performance for 30yrs on our lakefront home. New units installed and when complete we saw that between the glass panels there was considerable dirt. Contacted ************* location and told them. After repeatedly calling and emails they sent a technician who opened one unit, which is very complicated to do, cleaned the glass and started to leave.I asked the technician, hey how about cleaning the other units, his reply was that he was a technician not a window washer and left. Im a 77 year old man in a wheelchair with no ability to open or clean the between the panes glass.One would assume that the glass within the units would be clean from the factory or at least the responsibility of Horne/ Pella to provide acceptable product.

Ordered 5 living rooms windows in mid February 2023. Installers came mid April 2023; however windows were mismeasured (by Pella rep) and they didn't fit. The re-order sat on someone's desk until mid May 2023. The new windows arrived in Grand Rapids sometime before June 7 (I had to get this info via mail through the corporate office in Iowa). We still had to wait until July 10 for the next available install date. Everyone makes mistakes, but a good company should go out of their way to make things better (get install done asap?) We went through several different contact people and install managers during this time, and no one seemed to know what was goiing on, and whenever you called it would be someone new assigned to the project. On the plus side, the installers did a good job, and the windows are beautiful. Also, they had a technician sent to our house the next day when we noticed a plece of plastic left between panes by the manufacturer. This tech showed us how to pry them open. We purchased the sound package (triple pane, integrated blinds and multi-layered glass for ultimate sound reduction), and the traffic noise is still pretty loud, with no difference noted comparing our old double panes. Also, the manufacturer left a lot of adhesive on the outside glass, which I've tried everything to remove, to no avail. Called Pella GR and they will have someone here in November to take a look. The manufacturer also did not clean the glass between the inside pane and the pane with the blinds, leaving fingerprints and smears. You can pry the window open to clean between panes but as they are long, you can't reach low enough to clean the lower half. You would think that the manufacturer would clean them before sealing them up, so now they will forever be smeared on the inside. All in all, the quality of Pella has gone down a lot since our previous Pella purchase 15 years ago, and the Pella store in GR has a real problem with communication and customer service.

Company is very disorganized with poor communications. This poor communication is not just with the customer, but among themselves as well. The right hand does not know what the left hand is doing. Consequently they make lots of mistakes. In addition, they have shortened their standard height for doors 2". They won't tell you this though until after you have purchased the door. Do yourself a favor and work with a builder that you trust and can work one on one with.

Very unsatisfactory relationship with Pella of Grand Rapids. The on going problem was, one window ordered in August of 2022 was never installed. With multiple failures on their ability to install Oct 19, November 3rd, Nov. 22, Dec 9th. Each time a problem accrued from lost window to crew quit. The original was to be installed in 4 to 6 weeks, when they arrived, finally April 9 of 2023 the window was damaged. The new construction of siding would have to be ripped out this summer if I waited for a new window to be replaced. I canceled my order only to loss my down payment of $1790 dollar. Very unsatisfactory . I am 75 and retired on a fix income. This loss of down payment is is considerable. Customer service always required multiple phone with most not returned.

After 13 months and approximately nine visits to my home I finally have my 10 windows installed. When they showed up with my windows seven of the 10 were the wrong size. After they had re-ordered my windows again three of the remaining seven did not come stained. throughout this whole process customer service was almost nonexistent. They would not return my calls or bother to call and let me know until after there appointment time that they werent going to show up on that day. I do not recommend that you waste your time with this company.

. I ordered windows from Pella in March and was repeatedly promised that they would be installed in August. As soon as they cashed my deposit check, they told me they would be here in October. After many phone calls they agreed to install the first week of September. Men came out and measured all of the windows, 3 different times . On September 2 the install crew came, very nice, very respectful of my home. But they found that 5 of the windows were not measured correctly and could not be installed. The windows that were installed are beautiful, but 11 of the windows turned out to not be Energy Star rated for Michigan. And 3 egress windows have locks that can not be disabled without totally removing the lock. My contract reads that the install must be completed by October 1. Pella is now telling me that despite my contract, my windows will not be installed until December 15. I now have to have my house torn apart to have windows installed, during the winter and when I'm supposed to be getting ready for Christmas. This is not what I would call quality customer service.

I purchased a roll screen door that has never worked since the day they installed it. The contractor (grand rapids) based couldn't figure out how to install it, so instead of contacting someone that did, they just installed it wrong. Pella service has had to come out twice to try to fix and the sale rep came out once to try to fix. It is still broken and of course they don't stand behind their products. Horrible to deal with.