Pella: flawed windows, lousy service

Thanks to all who have posted here about Pella customer service, and the poor quality of their products. My husband and I need new windows, and have decided, based on these reviews to go with another company. So, to Pella's community managers who have posted here, you shoot yourself in the foot by showing no loyalty or respect to people who have given you thousands of their hard earned dollars. You see, in this day and age, we can jump on the internet, and within minutes, find out which companies care and which do not care about their customers. Or, I should say, "former" customers.

It would be funny if it were not serious to the family’s, including my own, that Pella has someone to post on the web sites where complaints are made. Pella pays someone to post that Pella is a caring company and all the person posting needs to do is call this magic number and all the problems will be solved. Well, that is as far from true as the north is from the south. Pella is an awful company that has no concern for their customers or there would not be so many families posting on the internet. Pella banks, and I mean literally, on the fact that more families will purchase their products than read these postings. Pella is incapable of providing customer service. Our family has been dealing with Pella and our Pella windows that leak since the new windows were installed in 2009. Actions speak louder than words. If Pella provided any customer service, there would be no negative postings. Do your homework!!

Hello Unhappy Pella Customer, 

We value your feedback as we are committed to customer satisfaction and strive to help customers online as well as offline. Our role as Pella Community Managers is to represent Pella customers by listening and sharing your feedback and concerns with Pella Corporation. We’re continuously monitoring the Web for mentions of Pella so we can provide assistance to our customers. Since some customers post anonymously or under pseudonyms online, and we are therefore unable to access the history of their purchase, we reach out to them to connect them with our Customer Support Specialists to see how we can assist them.  

 

I’m very sorry to hear that you’re unhappy with the customer support you’ve received. If you’d like to discuss further, please contact our Customer Support Specialists toll-free at 855-735-5232, or e-mail us at and include your contact info and your concerns in the e-mail. Thanks for allowing us to address your concerns. We look forward to hearing from you! 

-Hillary B., Pella Community Manager

As you can all read for yourselves on many different sites, Erin is probably just a person on Pella’s payroll who job is to "Post" on the internet. She is paid to make it seem that Pella is a caring company who just "missed" these customer complaints. Well as you all know, Pella does not "just miss anything". Pella has a well-oiled machine that works to cause all the customer relation problems to "go away". First of all, Pella will claim that your product has some type of "installation error". Second, if you do not buy that line, then they will just simply ignore your contacts. This works for possibly 70-90% of their problem customers. How many people have the time to contact Pella every day to get something done about the manufacturing defects that are in the windows they just purchased and had installed. How many of us even have the time to post here, but we take the time, hoping to save other families the grief that we have had after the awful decision we made to purchase from Pella. It is hard to speak out against a company from my home state of Iowa, but the truth stands on its own. If Pella did have any type of customer service, there would not be people like myself, posting our horror stories on the internet, hoping to save another family! Do your homework!

7 out of 17 windows have rotting issues. House built in 98 and noticed issue in 2010. Pella customer service favorite line "out of warranty". Then they want to sell you pella replacement parts that are more expensive than replacement windows. You have to ask yourself, why buy pella windows if they wont last 12years and the company wont stand behind their products. 

 

Oh, Erin, I got Pella's response by letter, so no need to hit your macro for me to contact Pella.

First, Erin, my name is not Daisycalhouse. 

Second, I don't want to waste any more time with your company. I attempted to reach top brass at your company and got as far as the CEO's assistant. She didn't pass along the info and I have chalked this up to a lesson learned: Don't rely on brand reputation before making a big purchase. Had I done any research, I would have realized what a poorly run company this us.

Looks to me like a little way too late. Where we're you when they needed you Erin?

save yourself!! don't get pella!! I paid top dollar for 3 sets of fancy paito 

doors in my house about 7 years ago, I regret going with pella becouse 

so many problems with the doors and the service is a joke!!! I don't know how they stay in buisness!!?? to replace one thing on my living room doors they came 4 times already! first time wrong part, second wrong size, third wrong color, fourth the part they had was for a newer model door and did not work out with mine!!!I am telling you stay away from pella!!!!! and things brake all the time!

You are in good company, as many of us also made this same fateful decision. All our familys are suffering from the decision to put Pella windows in our homes. Pella is a exceptionally dishonest company!!!

Hello Daisycalhouse!  

This sounds like a very unfortunate set of affairs. I am so sorry! We will hopefully get this figured out. Can you please send an email to with the name/number of the rep you are working with? Please include "DAISYCALHOUN FROM PISSEDCONSUMER" in the subject line. This will ensure it gets to the right people and quick! I'm hoping we can get this resolved soon. Most sincerely, Erin F. Pella Community Manager