Pella Windows and Doors Showroom of De Pere, WI

I obtained bids to replace/install new doors, main front door and front 'mudroom' door. Sam met with me and reviewed, in great detail, the products, process and general information. The impressive presentation prompted me to sign a contract, give a deposit and set an appt. Sam provided important updates! The day of install was a cold early winter day and the 2 men installing the doors came prepared. They were both friendly, efficient and took great care of my home. Their work was amazing. Not only are the doors beautiful but their workmanship was outstanding. Pella has my highest recommendation. I could not be more pleased with both the process and with the new doors.

I just completed a replacement of ALL of the windows in my house. Joe was my Pella sales rep and was awesome to work with, very professional! He helped me design my dream windows for my forever home. He was very patient with me when I wanted information on different options. The installers were absolute craftsmen. I was very impressed with how they managed to trim out the windows in my over 60 year old house.
I almost wish I needed more windows installed, everyone has been great to work with! Will definitely be recommending Pella to my friends.

I first contacted Pella on 9 July regarding a structural issue (see photo) with a Pella sliding glass door covered by their warranty. Over the next 60 days or so, despite providing e-mails, photographic evidence, and numerous follow-up phone calls – including a visit by a Pella representative on 11 August – I received no responses. In short, no one from Pella ever called me or returned my calls. In frustration, I drove to the Green Bay Pella showroom (recently moved to De Pere, WI) on 3 September and spoke to their Director of Operations, Mandy Lutz, the only employee to date whose performance was praiseworthy (and the ONLY reason I’m not giving a 1-star review).
Following my visit, I had to endure two more home visits from Pella as Green Bay stated the corporate office in Iowa was unable to open Green Bay’s cell-phone video attachments: somewhat difficult to believe given today’s technology. Finally, at the 9-week mark, I was informed that Iowa approved replacement of the entire unit and that the new door could be delivered in about four weeks, but that Pella would not (and could not) do the installation; they could install a single panel, but not the entire unit. I contacted Pella service on 25 September, who stated the replacement unit would probably not arrive until mid-November (7 weeks). Recently, they provided a date of 19 November.
The takeaways from this:
1. Pella may make a fine product (?) and provide solid customer service to those purchasing new, but my experience, combined with conversations with contract door installers and other residents, gives the impression that Pella is unresponsive to warranty work. If you want them to act on your warranty issues, my advice is to press relentlessly.
2. Pella is inflexible. To incentivize them, I offered to upgrade the door and pay the cost differential. That way there was something in it for Pella. They wouldn’t even consider it.
3. When you speak to a Pella representative, you never know who you’re talking to or where they are. Are they local or corporate? Are they in the office/showroom, or working remotely? My advice is to log every communication.
4. Keep good notes. Don’t assume that because you provide a case number that the information Pella has on file is adequate or that the person on the other end is knowledgeable. I rarely spoke to anyone who appeared to have a grasp of the project details.
In closing, 133 days from first phone call to “resolution” (we’ll see) is their best-case scenario? Back in my Navy days, we had a term for that: UNSAT.

Great experience with Pella Windows and the crew. From the minute we made the decision to replace our thirty year old windows, we’ve been confident that it was the right choice to go with Pella. We replaced all bedroom and bathroom casement windows with vinyl replacements. Tom, Alex, Ryan were easy to work with and very professional. Jesse, Blake and Brandon (subcontractor installers) were kind, neat and courteous. Would not hesitate to recommend Pella to anyone.