Pella Western Canada

Our house Reno included all new windows and doors from Pella. Now that we are done, a lot of our windows have hot glue, streaks, finger prints and smudges on the inside of the triple pane windows. Pella has refused to clean the inside of the triple panes unless they are paid by someone (us or our contractor) For the huge expense we have paid for Pella for them to not clean the above which are a result of the window building & installation is unacceptable.

I've had several windows and doors replaced by Pella over the last 10 years and have always been happy with the service, product and the installation until now. The last job involved both front and back entrances and windows; the salesman made errors in the orders so that when they were delivered, there were errors (like locks completely missing). The installers were not of the usual high standard or character- these guys seemed like Pella had hired them off casual corner. It was obvious to me that they really didn't know what they were doing. They tried to install a home depot lock in the door and knocked a big chip out of it, but just left without mentioning it, presumably hoping we wouldn't notice. The glass was also etched with some kind of chemical and blurry- again the installers left without even noting it. The exterior casing was also poorly done with large gaps.It took months of phone calls and many visits to get all the issues taken care of. No one wanted to deal with the problems and I eventually had to get hold of the owner to make things happen. The product quality has gone down and using substandard installers has damaged their reputation. With all their stuff manufactured in the States, if there is a problem, it takes ages to get replacements. I've taken my business elsewhere after this experience.

We were very dissatisfied. I would never purchase anything from Pella again. If I were buying windows again I would
go with Lux. Do your homework before buying from Pella.

We got most of the windows replaced in our home. We were not pleased with how they did the trim on the outside of our the windows. They said that was all they could do because our home was an older home.

All I can say is terrible, terrible, terrible. The list goes on about all the things that this company did wrong.
It is difficult to summarize several months of issues with these guys, but here is an attempt:
I wanted to get a quote from them and proceed with work to replace a couple of basement windows and possibly replace several windows upstairs.
Order of events:
Ed Jensen showed up the first time to take measurements, but it took many phone calls and email correspondence to finally actually get the actual quote from him, despite him saying he'd send me the quote that afternoon (the day they took measurements) by fax. It took at least a month to get the quote.

My primary complaints:
-Ed Jensen and Crystal Girard were terrible at returning phone calls. They said they'd get back to me, but didn't do so in a timely fashion or didn't at all.
-They didn't follow through on their commitments (sending me quotes in a timely fashion, getting back to me when they said they would, honouring quotes etc).
-They had terrible customer service and didn't address my concerns, to this day. Even their manager Kamal Sanan was completely useless in offering me anything to compensate for the lack of service Pella provided.
-They changed the pricing twice.
Quote 1 - they wouldn't honour, the guy had 'health problems', was let go and hadn't used the right pricing.
Quote 2 (same job) - they wouldn't honour, because it didn't use the right pricing. Although Crystal did it up, she blamed it on Ed, who was no longer at the firm.
Quote 3 (same job)- more than twice the price of the first two quotes!! When were these guys ever going to get it right?! It was the same two windows we needed done.
-They had to come out twice to quote, because the first guy had it wrong. They wanted to take measurements a second time by a different technician. Meanwhile I had to arrange access with my tenants at the property and take time off work to go meet them there a second time.
-They wouldn't honour the quote they gave me, because they decided they wanted to charge more and said the first guy was using the wrong pricing.But the second person (Crystal) also gave me a quote and Pella wouldn't honour that. Crystal and her boss tried to blame it on the first guy, who by then they had let go, even though it was Crystal's pricing.
-They explained the poor customer service I received was because that employee had health problems. But even the next person they assigned to me (Crystal) and their manager were equally bad.
-In the end they said they wouldn't do the work, because they hadn't quoted enough and now they had concerns about the size of the windows. Why didn't this arise months ago? But what ticked me off most was how they sent me an email saying they wouldn't do the work (after months of dealing with them), and they didn't even have the decency to call me to tell me. They could have saved me a lot of time telling me that upfront. I had made a commitment to my tenants, but had to let them down.

A total nightmare. These guys obviously didn't need or want the work, have terrible staff training and don't provide customer service at all.
They wasted so much of my time. They gave me the run around.
I didn't like how they gave me three quotes for the same job and then wouldn't honour them and tried to blame it on a guy who was no longer at the firm.
I caution you against using this firm.

We had our home windows replaced by Pella a few years back and they are still as beautiful as the day they were installed. Not only are they beautiful but they have virtually sound-proofed the house from traffic noises and helped cut-down on home heating costs. The real wood windows are so beautiful to look at that we did not want to cover them up with curtains. Instead we had Pella install their beautiful blinds (between the glass panes). The blinds are also lovely and never need dusting! A beautiful combination!

Replaced our old windows with Pella Vinyl low E. From initial engagement/consultation to final installation. They did a very good job. It was a very smooth job and we were very happy with the outcome.

The sales and the installers were all-around great. They were easy to work with and left the place clean and tidy and lived up to our expectations. They showed up on time and stuck to their end of the deal.

We had a new bay window installed by Pella about 4 years ago. It has worked great - no problems with hardware, frosting, etc. The installation was outstanding and was carefully done. Only issue was the use of the aluminum spacer rather than a material that doesn't conduct heat/cold as much.

We were looking at replacing a leaky sliding patio door. The Pella salesman was able to offer the products that met our needs. We wanted clad woodutside with blinds behind the glass. They had their own installation crew which was very good as well. They knew their product and worked hard at getting a good fit in our older home. We were very pleased with all aspects of this job.