We had three windows replaced in our home. I want to thank Bryan Alderdice, the sales representative who can to our home to show us the different types of windows and discussed the merits of each. He was friendly and very professional. We learned from him a company financing arrangement, that made it possible to put off payment for 6 months. A big mention to Keba Gogbedeshvili, who did the installation. He is very skilled, reliable and attentive to any suggestion I made. I was very happy with his work and would highly recommend him for any carpentry job required. A thank you to Eduardo Valdez, the project manager who was always available to answer questions and provide advice.
Though the windows and door look lovely. They did not qualify for the provincial rebate. I am also disgusted that though the technician has been out several times and recognizes there is a problem with how my screen door closes (very fast) I have expressed this concern from installation time but they are refusing to fix it. As well, the latch on the wood door sticks. It is a fire hazard as it sometimes sticks so it can't be opened. I have, as have my guests, believed the door is locked when it is instead stuck. If this were to happen in an emergency people would be caught inside. It has been looked at by technician and 'oiled' but still does it. Joe Vecchiarelli Customer Service Supervisor, Ontario has stopped returning my emails and at last contact from him said i need to proceed with repairs under warranty. He never returned my email when i asked about the follow up with what the Engineers said about the functioning of the screen door. Oh Yeah! Don't get a tear in your screen door. It is over $1,000 to replace. 2 Star as the windows and doors look nice. Can't say anything nice about the company except the technician. He works hard for a disreputable company. Nov 18, 2024 I did as I was asked and sent the required information to Socialmedia on Sept 19, 2024 and have heard nothing back. Looking at the reviews and the responses from Pella, they ask people who are unsatisfied to send Name, contact info and order number to them. That makes it look good for people looking at reviews but you must know they have not yet responded to me in 2 full months. This speaks volumes about this company once they have your money. They do NOT stand behind their product once they have your money, though I do like my windows and doors. The closest location was the Ottawa location but I do know that their customer Service and call centre is out of Toronto hence adding my review to Toronto's location.
Despite receiving other estimates by email and which were cheaper, we decided to go with Pella. Your professionalism and trip up to see us personally (none of the other companies made an effort to see us during these challenging pandemic times) in addition to the quality of the Pella product, workmanship in installation and warranty, made the difference. Our representative Josh Kane came from quite a distance to see us specifically. He was very personable, informed and professional, addressing all our questions and concerns. It’s not just what you do but how you do it that counts and Pella does it right. Looking forward to our replacement. The Pella Window installation team arrived at 8:00AM. The two installers started immediately by laying floor and ground covering and preparing the necessary equipment to do the job. Our old window, which was a make-do job by myself and my dad, Joe after we bought the house and needed to make the windows more energy efficient. Over time, the windows started to develop mold inside the glass. We chose Pella because they were the most attentive and professional and the only company to come and see us personally. We paid a bit more vs the others but their installation and extra measures to assure a great job were clearly evident. They were here by 8:00AM and finished by 2:00PM including siliconing, detailing and cleanup and vacuuming. A complete job! Everything done. Nothing left for us to do but enjoy the view. We were very very pleased and now can see out a UV protected, thermal pane window. Thank you to the Pella team Kathy, sales Josh, measurement Richardo , and installers, Vladimir and Nick. We highly recommend Pella! Gary & Janie
Sales Rep (Josh) -5/5 Installation - 1/5 Customer Service 5/5 We purchased a new fiberglass door and three wood windows from Pella in the middle of the Covid pandemic. The sales rep (Josh) was very knowledgeable and was a pleasure to work with - I'd recommend him to anyone, no doubt about it. Unfortunately, the installation experience was a complete fiasco. One of the windows arrived from the factory with a broken sash, the installer told me (incorrectly) that our door set was incompatible with the new door, he drilled a hole for the handle in the wrong spot in the door, spent most of the afternoon on his cellphone, then left early without doing any of the outdoor flashing or caulking. The next day he didn't even show up to finish the job, so I had to call Pella (special thanks to Bonnie at head office) so they could send out a different crew to finish the install properly. Despite the problems with the initial install, post-installation customer service was impeccable. They replaced or repaired every issue to our full satisfaction, and checked in repeatedly to let us know the timelines and to make sure we were happy. Despite the issues with the initial install I would recommend Pella to anyone.
We felt completely taken advantage of. After being nothing but flexible with MULTIPLE last minute changes, we finally had our final windows and front door installed on Saturday. When the day was coming to a close, the lead man on the job came in to tell me that it was done, and that he needed my signature. When I looked at our windows, the inside casing was no where to be seen. When I asked him where it was, he simply said that they were not given the product to install, to which I responded, "so the job is NOT done then.." He had no answer for me except that I can call the sales rep on Monday morning, as they were closed for the weekend. He then proceeded to complain that he took the time to come in on his weekend (WHEN IT WAS HIS DOCTORS APPOINTMENT THAT SWITCHED THE INSTALLATION DAY FROM A FRIDAY TO A SATURDAY LAST MINUTE) and then complained of how heavy the glass window was.. not sure how this is my issue, as I simply purchased what the sales rep sold me. He fully tried to just walk out and not do anything about it, and Pella has not been successful in contacting me with any kind of resolution as of yet, even after my multiple phone calls and messages. See the pictures below of how they left my house, and what they consider "COMPLETE". Absolutely disgraceful. I would also like to point out that this is my first time leaving a google review on any experience, but since Pella asked me to review it when I first hired them, I felt obliged to let others know to be wary before hiring them. I would most definitely go a different route knowing what I know now.