Pella Window and Door Office/Warehouse of Rockford

Please read this. Do NOT purchase an entry door from Pella. We paid $11K for an entry door with two sidelights and there were manufacturing flaws in the door from day one (the top of the door has pits and dents, visible in picture) and on top of all of this, paint is coming off the door after only 7 months!!! What??? I do house renovations and this is a $300 door priced at $10K. Home Depot has better doors IN THE STORE. And on top of the poor quality, when I called Pella to help remedy this, they said “it’s not their problem” and I need to contact the manufacturer. Really? The check I wrote said PELLA on the “Pay To” line. Needless to say, I will not stop until this situation is fixed and the door gets replaced. We spent $30K to put in Andersen windows 5 years ago and they have been phenomenal. High quality product and amazing customer service. Our son cranked on a window handle and they sent a tech out within 2 weeks to calibrate it after it wouldn’t close all the way. Polar opposite of Pella. For $2K more we could’ve put in an Andersen door. Lesson learned. Stay away, folks. Feel free to contact me if you have questions. UPDATE: It’s been almost two years and here is how the door looks today. Pathetic quality. I seriously can’t believe Pella is one of the biggest companies in the doors and window business. They haven’t figured out how to paint a steel door so it doesn’t chip from everyday use. For the record. Their doors are manufactured by Waudena.

Windows are beautiful but don’t bother with the sound reducing ones, very expensive and really no difference. Installation team did not weatherize a very large set of windows at the front of our house so water poured in today over my new window coverings. They haven’t even finished the job because they didn’t order enough trim and two of the trim pieces were made wrong. We MIGHT have that done sometime in August. The original quoted time was February, they installed the last week of May and now we have a huge window set of windows that had to be weatherized because they missed it the first time AND they need to still finish the trim and now repair the damage. It only lets me select photos or you would be able to see the video of the water dripping through the screw hole of the window covering bracket because they did not make sure the windows above were fully caulked. They came out and added caulking, but will have to uninstall our window coverings and replace the trim piece they are mounted on, so we will see If this actually happens in August.

I strongly advise against using Pella Windows & Doors of Chicago (office based in Rockford). We had a terrible experience with this team who seemed both incompetent and completely indifferent to the quality of their work. After 8-months, 5 installation attempts, and 3 different sub-contractors, we ultimately hired a local carpenter to come finish the work that we'd already paid Pella to do. On our installation day in May, 2022, the sub contractors installed the doors and windows but didn't have the woodwork needed to trim everything out, leaving exposed framing and drywall. This resulted in 4 failed follow-up appointments. The first 2 attempts failed because Pella sent sub contractors to our home without the needed materials. We have no idea how or why this occurred and were never provided an explanation. The 3rd attempt failed because while Pella scheduled the appointment with us, they didn't actually book the sub contractor; so that day was a no-show due to their ineptitude. The last scheduled recovery appointment in Dec, 2022 was also a no-show. Once the sub contractor was 3-hours late we finally called Pella. It was only then they told us that the sub contractor had called in sick. Apparently nobody from Pella thought to contact that sub contractor's appointments for the day. Pella said they would call us back the next morning to schedule what would be our 6th (and hopefully last) installation appointment. It's now Feb, 2023 and nobody has ever contacted us. Our project should still show as incomplete with an open recovery ticket in their system, and yet, not a single follow-up. We literally gave up after this and hired someone else to do the finishing work. Similar to other reviews (that I wish I would have read before hiring Pella), we do like the actual products, but the customer service, scheduling, and (total lack of) project management was horrendous. We'll never use Pella again.

We needed to replace 30 year old Pella windows. We ordered the new windows in July 2021, and weren't happy that the windows wouldn't be available to be installed until just before Thanksgiving - 5 months after being ordered. November 22, the installers put the new windows in place and completed the outside trim. They couldn't complete the inside trim because not all the necessary pieces were ordered. The Rockford Pella office indicated there was some confusion as to what parts needed to be ordered to finish the job. After several weeks of dealing with the Rockford office, we called Pella corporate in Iowa. Our complaint was escalated. Two installation supervisors came to my home 4 weeks after the initial installation to make sure what pieces needed to be ordered to properly complete the installation. Supposedly all the pieces were ordered. Today, 10 weeks after the windows were put in, installers were at my home to complete the project and STILL do not have all the pieces necessary to finish the job! 10 weeks and the windows are still not completely, properly installed! 10 weeks! This is unacceptable. I absolutely do NOT recommend Pella to anyone!

We have had an absolutely terrible experience with Pella. I would say this is exclusive to the Rockford branch, but I have also had extremely poor service from the Pella Corporation itself. I only wish that I had read all of these awful reviews prior to signing on with them. We typically don’t resort to lashing out with a poor review until we’ve given the vendor every possible opportunity to resolve the situation, but it has now been close to 120 days since we have had any response whatsoever from this branch. The SHORT STORY is that we had a new entry-door installed in early June. The installers drilled the holes for the door handle incorrectly and our door handle is EXTREMELY crooked and cannot be corrected without new panels installed. The Pella team is unresponsive and we don’t have any kind of timeline on getting this fixed and it is now nearly 6 months since the initial installation.