Customer ReviewsforPella Windows & Doors of Wisconsin

I would give this a zero star if it was an option. Horrible customer service. Bought an almost $20,000 window and once they received half of that, communication has been horrible. We spoke with Pella and explained to them that we were on vacation so if they try confirming an appt, we will not be able to do so as we are out of the country. What do they do…..confirm while we are out of the country. We get home and I receive a text message stating they’ve cancelled our window installation because we didn’t confirm. Reacheduled for later on in the month and when the workers showed up, they couldn’t install the window due to it being over 600lbs without a boom. They also stated that the Pella salesman never should’ve ordered a fixed window of that size for a second story house. Should’ve ordered where the frame goes in and then the windows. Got rescheduled for another day; got a call stating that the crew wasn’t available so we had to reschedule AGAIN. June 30th arrives and the crew shows up to install this heavy window. Wondered where the boom was to help install. Made a call to someone at Pella and Pella told them no boom was coming and to “figure it out”. My fixed window was taken all apart. They had to lift these huge windows up our staircase causing damage to the railings and hardwood floors in our room. I have called multiple times to address this and no one has called me back. They had no problems sending me the bill for the remaining cost. I have tried to remedy this over the phone but obviously they don’t care about their customer service. It has been a huge cluster dealing with them from day one. Would never recommend them to anyone. Maybe now I will actually get a call back. Since beginning of May, our blinds had to be removed, and our master bedroom in disarray so the furniture was out of the way. Had to deal with this for almost two months. Not to mention that this extra large window was setting in our garage taking up space.

Thank you for the review and the opportunity to address your concerns. I am very sorry to learn of the delays that you experienced. I know how stressful a home renovation can be and we certainly do not want to add stress during our projects. Our installation manager did leave you a voicemail this morning and I am hoping that you can connect with him at your convenience. Again, I am truly sorry for the delays that we have caused. Thank you!

The service of installed windows is really bad. 2 different times they ordered the wrong replacement parts. This resulted in a wait of months to get the service done. The charge in order to make a service appointment. If you dont pay they will not schedule an appointment. We had warranty work done 2 weeks ago after waiting for the parts to be ordered the second time. We were told the appointment fee was 100 dollars. Called today to schedule an appointment. No parts ordered yet. Have to check first. Told and payed 175;dollars or they would not schedule the appointment. When she did it was for Jan 4 2023.. so they play with my money till the appointment. I dont like paying for services until I receive them. I feel they really need to improve the service department and its policies.

In 2021 we ordered a new blind; the original had broken cords. The blind ordered was for the opposite door, then reordered and shipped to the customer to install per their request. This year we ordered new w/s for the customer, the new one sent was torn from the factory and needed to be reodered.which has been done and sent to the customer. Most recently, the customer called in to have blinds adjusted, customer is out of both labor and material warranty (product is from 2007), we collected the service fee and scheduled a visit. The customer then called back to cancel the service visit, we credited the service fee and quoted a new blind per their request. As of right now, all service orders are closed.

Our experience with Pella has taken a dramatic turn for the worse. I've tried to make this bite sized for consumption. 1. Order windows with Insynctive Security feature from Pella 2. Installed windows won't connect to our phones as advertised 3. Contacted sales rep; they say they're looking into it; haven't resolved in 2+ weeks since the install 4. Sales rep learns they didn't know an extra part was required, which doubles the cost of the feature 5. Prior to speaking with us, sales rep calls our financing company, tells them we gave consent to increase our credit limit, and charges our account for the extra part (amount charged $685.17) 6. Sales rep calls us and explains the extra part and cost ($680), we refuse to pay by outlining that the windows were sold to us with a $500 fee for this feature (Highlights from the conversation include: "I've never sold this, so I had a learning curve;" "I can't take this charge to my management team;" "I know it's not your fault, but you need to pay it anyway") 7. Sales rep does NOT tell us they charged our account 8. I check my email and learn finance company emailed for approval to release funds to Pella; I call finance company and learn what happened 9. I reach out to Pella and explain what their sales rep did 10. Radio silence from the company until I receive only a text from the sales rep stating he has no idea how this happened Apparently, this sales rep is our only contact at Pella, no matter the circumstances. No one's apologized or offered an explanation. What if all of their sales reps are charging other customers for items and they don't notice? How many other people has this happened to? This is a company that, in my experience, has NOT lived up to its reputation.

5.21.21 Update: Two representatives have reached out from Pella; our sales rep's boss and our sales rep. They explained that the inquiry was just looking at options and there was no intention to change my account. I believe them, but let them know it made me uncomfortable that they didn't speak with me prior to speaking with a company about my loan. I appreciate the amount of courage our sales rep had to have to call, having seen my review and talk through everything with me. I hope that the transparency we experienced today continues for the rest of our time with Pella as we finish this project.