Pella Window and Door Showroom of Charlotte, NC

Pella installed my windows on 12/19. The windows showed up and I immediately noticed that they had the wrong hardware from the manufacturer (easy fix). The installers were on time and started immediately. The windows look great, the problem was the one verbal promise we received from pella didn't happen (shocking) and the installers left our house and outside a mess and didnt use the correct caulk color. In the process of removing our old windows, the installers broke a window over our gravel driveway. Please see the pictures for how much I picked up in 5 minutes. The inside of the house had screws and nails everywhere which was great with a 15 month old at home and we had to then deep clean every room to make sure nothing was left on the ground. Love the windows, love how quick they were installed, but hate the mess they left.

Jeff Ross from Pella Windows was extremely helpful and knowledgeable as my husband and I were battling severe traffic noise from busy side street adjacent to our new home. He listened to our concerns and was able to give us the best product fit for our issue with competitive pricing! Thanks to Jeff we are one step closer to better rest at night! Appreciate his attentiveness and professionalism to a big investment in our home!

A Very Pleased Customer! Kudos to Jeff Ross, Shawna Russell, the installation crew and the entire Pella team for delivering, installing a great product. Jeff 100% committed to ensuring our expectations were fully met and we stayed well informed along this journey. I definitely recommend asking for Jeff if you are considering purchasing any Pella windows or doors. Our Project: Replaced over 35 double hung/picture vinyl windows, front entry and deck door with Pella Impervia casement/picture windows and ProVia fiberglass doors. Cost: Very expensive for our wallet. Wish we could have received a deeper discount for the size of our project (never too late Pella :-)) Duration(1st meeting to project completion): ~8 months The Good: Jeff was great to work with. Most appreciated above his great knowledge of the product an experienced, was his sincere effort to ensure we were 100% satisfied. He spoke with integrity and was quick to return phone calls and text messages to address a broad range of questions and concerns Shawna - did an outstanding job keeping me informed of the ordering process and quickly addressed issues encountered along the process The installation crew - they were Marvelous. They came in extremely professional and respectful to our space. They were very efficient and neat in their execution, taking the time to address questions and walking through each window and door in detail. Each window was installed with great care perfection. No short cuts were observed. They sincerely take heart in providing the very best results. The products (Pella Impervia and ProVia Doors): Quality so far appears to be outstanding and fully meets my expectations. They look great inside and out - up close and from a distance. Neighbors lined up (many who have never stopped by before) to share with us how impressive the house looks with the new windows. The Bad: Cost - the price is excessive and probably could have been cheaper. We did do our due diligence and received estimates from other window companies and Pella window sellers/installers. Pella Carolina was not the cheapest but decided to go with them as they do work consistently work with the same installation crews. The product is only as good as the installation so having a proven installation crew was a pivotal decision point for us. This turned out to be a good decision in our case. Time - it took a long time. Some of the wait was due to HOA approval however the end to end ordering, delivery and installation process still took months. Issues with order - Some minor parts were missing and one window had to be ordered due to wrong interior color. None of which were big deals as Pella (Jeff and Shawna)addressed them quickly and professionally. However, it was a minor inconvenience and extended the overall completion time. Final thoughts: We are still paying, but for our forever home it was worth it. I do wish I could have received a deeper discount for the size of our project. The experience was a good one largely due to Jeff, Shawna and the installation crew . It wasn’t a walk in the park but was what I expected based on in the research conducted and do appreciate Jeff and Shawna efforts in keeping things all aligned. I highly recommend if you are considering new quality windows and doors.

Gorgeous windows, BUT!!! I recently purchased over $150,000 worth of windows and doors from Pella (North Carolina division). The product quality is excellent, but the service experience fell far below what should be expected for a premium, custom-priced project. There was no rendering capability, no artistic or design guidance, no interior design support, and no expertise offered on how the windows would come together visually in a modern home. For a company positioning itself as a luxury provider, the lack of visualization tools or professional design input made the process unnecessarily difficult and risky. My assigned sales rep was inexperienced and made a major measurement error—a triangular custom window was ordered three feet off. That mistake cost additional time and money, and I received only a partial discount. Pella sold me what they call “replacement windows,” but never made it clear—verbally or plainly—that they don’t remove old windows or prepare openings. Because of that omission, I incurred more than $20,000 in unexpected labor costs. I had to hire a contractor, remove and dispose of all the old windows, and rebuild or adjust nearly every opening—many of which needed corrections because of Pella’s earlier measurement mistakes. Only later was I told “it’s in the contract,” buried in a 28-page document. Pella doesn’t even hold the license required to remove old windows, yet none of this was disclosed. This project had multiple stages, and a second payment of $4,500 for one of the windows was never invoiced to me. My sales rep didn’t know anything about it. Instead of simply sending a bill or contacting me, Pella escalated it directly to a collections agent and even placed a lien on my property’s building permit with the county. Again, my sales rep had no idea any of this was happening. The internal communication failures were concerning. The most disappointing event involved severe property damage. Five of my custom porcelain slabs—about $900 each—were shattered, along with a carpenter’s saw. (See the attached images) None of this was reported by Pella. It took me two days of questioning every subcontractor on-site before two witnesses—a painter and a stucco contractor—told me they saw it happen. The damage occurred when a Pella employee came to change the locks. Accidents happen; that wasn’t the issue. Pella finally acknowledged that it was them. The problem is that Pella would never have acknowledged it if I hadn’t uncovered it myself. I submitted an invoice for roughly $5,000 to show what my cost was. It took a month and multiple follow-ups just to get a response. The first answer was that they would “order the same tiles” instead of reimbursing me—custom tiles that take weeks to produce, long after I had already replaced them. Only after pushing again did Pella agree to pay, but only $2,700, claiming they found a lower price. This level of handling was unprofessional. My sales rep apologized multiple times. He has always been cordial and responsive and he is a very nice person, but he was consistently out of the loop. He didn’t know about the lien. He didn’t know about the property damage. He didn’t know about the missing invoice. He didn’t know about the measurement mistakes made by the junior employee under him. He didn’t know they never disclosed that they don’t replace windows. He didn’t know about internal decisions being made at Pella. He was never on top of anything, and I was left to manage the fallout myself. Pella’s products are excellent, but the North Carolina division’s communication, management oversight, project coordination, professionalism, and accountability were nowhere near the level a premium brand should deliver. I do not hold my sales representative responsible for the issues mentioned above. The failures we are experiencing point to a broader management breakdown within the construction windows division. At minimum, this is a systemic oversight problem, not an individual one.