Pella Windows & Doors - Gilbert

We works with a great sales person, Justin Meyer, who provided a lot of guidance thru the design process with our two external doors.  Install team was great so no complaints.   Old doors were leaking rain water so hoping all ok during the next rain.

We had used Pella, albeit a different location, to replace our west-facing windows a few years ago and had a good experience. Can't say the same for this experience. We replaced our remaining two older windows.

Some key dates:

10/29/21 1st meeting with a sales rep--phenomenally awkward experience. Says it will take 4 weeks for windows to be installed.
11/12/21 contractor shows up to measure--only after customer service reaches out to ask how things are going and I say there's been no follow up and no one has come to do the contractor measure.
11/20/21 same contractor calls on a Saturday says he forgot to test for lead. Asks to stop by in 15 minutes. Claims the lead test is positive.
11/23/21 sales rep calls and says delay is my fault because we have lead paint and says I should consider having it removed for my kids' safety.
11/30/21 Pella calls to schedule for 1/12
1/12/22 installation happens. One window is at least an inch too short all the way around. Installers shim it in to place. Installers admit it was a bad fit. Husband notes poor fit on paperwork.
10/22/22 someone reaches out and asks about our experience and to send the final invoice

Some commentary on these events--the delay in measuring was clearly our sales rep's issue. As in he never scheduled with the contractor. It was scheduled immediately after the check in with customer service. Then he blamed the 2+ week delay on the existence of lead--when the test was only done 3 days earlier. This doesn't even begin to make sense, but he was so aggressive when he called to insist the delay wasn't his fault but somehow mine, I didn't see the point in arguing with him. Fun fact, we don't have lead paint. We had a previous Pella installation where they checked.  No lead. Then after this contractor claimed we had lead, we double checked exactly where he tested and at another spot in the same room. Both negative. Can't help but wonder if the contractor charges Pella more if they have to take lead precautions? Also, shame on the sales rep for saying my kids were in danger from non-existent lead paint. There's absolutely no excuse.

I assumed we didn't get the final invoice because we had such a horrible experience and the larger window was not measured correctly. Then literally a year later someone reaches out to make sure we had a good experience and to send the final invoice. I spoke to a very nice woman who tells me she's new and she hates making these calls to invoice customers because everyone yells at her (can't imagine why) and they've been so short staffed. She tells me an installation manager will reach out on Monday. They didn't. Unsurprisingly.

I get there were staffing and supply chain issues during the pandemic, but I really feel like our issues during this installation went well beyond that. While Pella windows are good quality, I would avoid this location. In the future, I would go as far as to go with another brand if this was the only sales/installation option available.

Well, I am amazed that Pella has managed to fall even lower in my opinion, but they have managed to exceed my expectations (read that as feed my nightmares).  We were scheduled to finally be rid of Pella today as they were to finish an installation that has drug out over several months.  Now, I am not trying to place fault on them for the disaster we are currently living through with supply chain issues, but I will hold them accountable for consistently failing to show up when they are scheduled.  No show, no call, no service.  This is the second time we have dealt with Pella, and while the first time around it was slightly better, it still was far from good.  Fool me once.....the shame is now mine, but I will make sure to never repeat this mistake.

Here is my update. I sent my contact information and address as requested. I received a call from a person that identified themselves as the Phoenix regional Manger. He explained that there was some confusion as to what I wanted. I disagree. Then as he understood what I wanted, he said they don't sell those in this region.  Not what the woman on the phone told me originally.  He then said he would check with another region and see if they could do something like making a trade. This was last Friday and he said he would follow up on Monday the 19th. I was happy that Pella was actually going the extra mile. Until today. I have had no phone call from anyone  from Pella. But it gets better. I received an e-mail from Pella stating that they saw that I had cancelled my appointment and wanted to reschedule. The 2nd time I received one. I replied with the long drawn out explanation.  Still no response. So at this point I can't  now or ever see myself having a customer relationship with this company called Pella.