Pella Windows and Doors Showroom of Fort Wayne, IN

We have had an air leak issue with our newly installed Pella sliding door. I wrote an email to Pella Customer care at 5:21PM yesterday and Lynda with Pella called me back around 10:00AM this morning! She was friendly and helpful with scheduling a service person to come as soon as Tuesday to check out the situation and hopefully rectify it. I have been very happy and impressed with Lynda and Darrin, our service man, in my dealings with Pella Windows and Doors in Fort Wayne!

In early October, my contractor installed/replaced all of the windows and sliding glass door in my home with Pella Impervia windows (purchased from Pella of Fort Wayne). Below is a listing of issues I’ve had with this purchase: 1. Immediately after the first window was installed, I noticed that the mitre joins at the corners of the sashes and frames were not smoothly joined on most of the windows thereby exposing the lighter color of the base material (my windows are black, so it was very noticeable). This is evident on most of the windows. Incidentally, these corner joins on the new Pella sliding glass door are very well done and smooth. 2. Within hours after they were installed, the rain guard stripping on one of the windows came loose and hung on the outside of the window. 3. I also noticed that many of the screens were poorly put together. On a number of them, the screen itself was rippled along the edges (poorly stretched on the screen frames). One of the screens had a small hole in it. I called Pella service and within a week (I think) a service tech. came out and “secured” the rain guard back into place. He then looked at a number of the screens and said “I’m going to order you a whole new set of screens.” He told me that they would be here in about a month. He also looked at the sloppy joins on the corners of the frames and sashes and said that he’d bring me a “paint pen” (looks like a black dry marker) so I could color them in. A few days later, the rain guard strip came off another window. Then about a week after this, the rain guard came off yet another window so I placed another call into Pella service and was asked if I wanted to wait until the tech. delivered the replacement screens in order to fix the rain guards or make a trip out to do it before then. One of them was hanging greater than half way off the window and I wanted it taken care of ASAP so asked that he come out to do it before the screens came in. When he arrived about a week later, I asked that he check the rain guard on ALL windows (he did not do this the 1st time)…as he was doing it, he found ANOTHER window where it was about to come off and quipped, “They must have had some new person doing this in the factory.” He also brought a “paint pen” and colored in the sloppy corner joins. Some weeks later, the service tech arrived with the replacement screens and started taking out them from their boxes where more than 1/2 of them were as bad or worse than the originals so he only replaced some screens with the “new” ones that were ok and said he’d order more screens. Finally. A very good, long time friend who spent his career in the construction business warned me off Pella stating “expensive with mediocre quality”. I ignored his advice and took advice from someone with no credibility. I should NOT have done this and consequently have buyers’ regret. I take responsibility for my choice and they look great from a distance and effectively keep out the cold (hence, the 2nd star of this 2 star review).

We have had a number of windows replaced by Pella. They always done a great job with great attention to detail. The whole sales process is designed to make sure that the new windows seamlessly integrate with our old ones. A really great organization to work with.