Reviews for Pella Window and Door Showroom of Rockford, IL
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Anonymous Review
Published:over 1 year ago
Google1Jeremy Roark was our salesman, located in the Chicagoland area. Pella was the fifth window/door company that came to our house. We met with so many because we were looking for three things in a new patio door. First, that it matched the 75" opening we had, second it had a wood frame around the glass so we could stain it the color of our interior doors and third that it was a French style door. We told Jeremy this and we had several companies' here already. Jeremy proceeded to tell us, Pella had a standard size of 75" that had the wood we wanted but not the French style door. I asked if it looked like a regular sliding door or if it had a thicker amount of wood around the glass to look more like a French door, which is what we have. He said yes, it will look just like what you have now but be a sliding door. He showed us a picture of it. He gave us the price we liked and confirmed that was the price for the exact size 75" door, the unfinished wood and the sliding door that looked like a French door. He said yes, and then we said yes. We paid in full that day. When the door showed up it was not 75" and did not look like a French style sliding door but just the standard looking door. We refused the door; spoke to a manager who said she'd call back within 30 minutes. (Which was a lie, it's been 2 days now and she hasn't called back.) I called Jeremy and left a message. A few minutes later the installer tells me that Jeremy is driving right now and will call when he can pull over. Fifteen minutes later Jeremy called, apologized for the delay, said that he was in a meeting and had to step out to make this call. (Who lied this time?) In the conversation with Jeremy, of course he denies what we said. I explained we are having a hard time believing anything you say at this point. He said he'll talk to his people and get back to us in 15 minutes. (Another lie, its two days later and he hasn't called.) What's very odd on top of all this is that we pull up our receipt while the installer is with us, because he wanted to see it to show us we ordered the door he brought and nowhere on our receipt did it say the dimensions of the door we bought. Which the installer said was not normal; he was surprised it wasn't there. Two days later nobody has called, texted or emailed us about what they are going to do for us. Or how we are getting a 100% refund and when. We have heard NOTHING from Pella until this survey text arrives.(I replied to the survey with this explanation) We sent Jeremy an email explaining ourselves again and asked for a refund but still have not had a reply to that email. It was very obvious, that Jeremy pulled a bait and switch on us! We are not impressed and will never refer people to Pella. Actually, we will tell people our story even if they are not interested in hearing about it. The public should know what a sham and deceitful company Pella is. Update: It took well over two weeks for anyone from Pella to call us. Finally, Jeremy's Sales Manager, Marcy called, this is after several calls and emails to Jeremy and to Pella. Marcy agreed to give us a full refund and said the check will arrive the week after Christmas. It's now Jan. 11th and still no check and no call from anyone from Pella letting us know when the check will arrive. I have called Pella and left messages for Marcy and still no response! Here is another employee who's a Manager that lied to us! When will the lies ever stop with Pella? Please NEVER use this Company for any of you needs. Update: Finally, after several attempts we receive an email from Amy Roling, Pella Customer Support Supervisor, telling us we need to sign a piece of paper, scan it in and email it back to her for a refund. Then it stated it'll take six more weeks. So Marce, the Sales Manger, had no idea what she was saying to us or they are giving us the run around. Either way, Pella is even more deceitful than I first imagined. We have had two mangers and a sales rep lie to us. I'll be back when/if our refund ever shows up!!
Anonymous Review
Published:over 1 year ago
Google1We just had three sliding doors replaced by Pella. The doors look nice but they do not function properly. One door has a damaged lock set that needs to be replaced and another door does not slide smoothly and is difficult to close and lock. The doors were expensive and we are extremely disappointed. We reached out to have the issues addressed and we were given an appointment for late January. The job should have been completed to our satisfaction from the start and having to wait so long to have it fixed is ridiculous. I would not recommend their company when there are so many competitors out there with superior customer service.
Anonymous Review
Published:over 1 year ago
Google1Sloppy contraction, shoddy work and zero customer service. Despite providing a spec sheet and a live example of the grids needed in the door they ordered the wrong size and color. Called about that during the installation. I got a call back 3 months later. The installer did not reinstall my blinds so they work and got 'done' with the job only to inform me that there were no handles for the door. Said he would be back the next day. Nothing. Called again, now about the 3 issues. Said they had to order handles and would let me know an eta. Nothing. I called them at least 5 or 6 times over 8 weeks, each time they said someone would call me back with an update. I finally get an email after nearly 3 months about installing the handles...no mention of my other issues. They are now saying it's my fault the grids were wrong...guess I didn't know white wasn't really white nor did I have a tape measure out. Oh and I guess they don't 'guarantee' the re-install of the blinds...which they did not say nor did the contract say. They had the audacity to send me pricing so I could pay to change the grids...as if I would ever do business with them again. My suggestion is to hire your own contractor because these people could not manage their way out of a paper bag. Completely disgusted.
Anonymous Review
Published:over 1 year ago
Google1I have had a horrible experience with this company. I will never order from them again, and I've told friends and family not to either. They told me the windows would be installed in early August. It's September 14, and I still don't have them. I contacted them at the end of August about the delay. They never contacted me. The sales rep told me they would get the permit, which when I called about the delay I found out wasn't true. My installation was scheduled for today, so I had to take off work. They emailed me half an hour into the scheduled installation start time to tell me they had to cancel. I've never seen such incompetence and unprofessionalism from any company I've worked with before.
Anonymous Review
Published:almost 2 years ago
Google1Please 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.
Anonymous Review
Published:almost 2 years ago
Google3Windows 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.
Anonymous Review
Published:about 2 years ago
Google1I 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.
Anonymous Review
Published:about 3 years ago
Google1Unfortunately, it seems that Pella's integrity and product quality continues to rapidly decline. I ordered a $12,000 steel front door with sidelights and transom back in June and waited nearly 6 months for our door to arrive to be installed. When they initially came to our home on December 6th to install the door, it turns out that the measurements were completely wrong and our door was too large to be installed. Following your initial appointment with your sales rep, Pella is supposed to send a second person out to your home to re-measure and confirm that the initial measurements taken are in fact correct. This second person never came to our house but signed off on the work order saying they had come. I never received a text, phone call, or email to let us know if/when they'd be coming, resulting in the erroneous measurements. Fortunately, Pella was able to re-order the door and schedule our installation for January which was then shifted to yesterday due to inclement weather. After nearly 7 months of dealing with Pella's incompetence, I was thrilled they're finally coming to install this door and I can get on with my life and never give them my business again. But it doesn't end there. My installation was planned for 730-930 AM. The installers showed up at 3 PM. They tried to enter my home without wearing their masks despite still being in a global pandemic. I found this extremely unprofessional and had to ask them three times to properly wear their masks. It took them three hours to install the door so it was dark out when they finished. They urged us not to open or touch the door for at least 24 hours while it dried. This morning we discovered that there is a gap at the bottom of the door where the rubber insulation they installed was prematurely cut. We now have a draft coming through the bottom of our door, the exterior has some grey paint chipped on the bottom left hand side of the sidelight and the black rubber finishing at the base of the door is extremely uneven and looks like it was done by a five year old. Do better Pella, I expect to hear from your customer service team immediately to make this right.