Customer ReviewsforPella Mid-Atlantic, Inc

This is a bait and switch. A "no net cost offer" advertisement is the bait. Then a phone call immediately and I'm told that the contractors do not participate in any government programs. Switch. Yet you have a BBB approval.

1. Sales person mislead us on the materials used in the entry door.2. Pre-installation person did not measure properly for the installation of a round window.3. Entry door arrived and installed with a manufacturing defect in one sidelight.4. Field supervisor directed installers to attempt to install incorrectly sized round window, which they refused.5. Field supervisor arrived on site unsuccessfully attempting to install incorrectly sized window but destroyed interior moulding that was to be preserved.6. 6 weeks later, a second installation crew arrived to install correctly sized window. The install was unsuccessful because the crew was not provided the correct trim work to complete the installation.7. Another 6 weeks pass and the crew successfully complete the installation of the window.8. Through all of this, the project scheduler refused to expedite installation attempts despite the issues being the result of Pella Mid-Atlantic's failures.IT SHOULD BE NOTED... the installation teams are excellent, but they receive NO support.Never will I do business with Pella Mid-Atlantic again!

Company does not stand behind their product , even when a service tech comes out, pictures are taken, and it was proven that it is a material defect and nothing that was done due to customer neglect, I have seven sliding ******************** in my home. All my windows are Pella and Doors. One of my sliders, the bottom panel has fell off and per service tech it was due to the material that attaches the panel to the glass deteriorated. Pella has refused to take responsibility and repair this door and for me to replace this slider door ( just one side) the cost is *******. I have furnished photos, Serial numbers and had Service tech at my home. Service tech recaulked the top part of the glass put screws through the metal to prevent any more damage and Pella refuses to do anything else. After spinning over $70,000 for windows for my home, you would think that pillow would be responsible and take care of a good customer. My advice to anyone rather than using a Pella would be to go and chaperone and get all the windows. The service is not very good. I understand about warranties, but when a door deteriorates for no apparent reason, except bad material, take responsibility and repair set damage.

I am sure Covid time didn’t help but I ordered windows during Covid in 2019. I was told 5 weeks to get them. This turned into 11 months. They show up and 1 window is missing. Another 7-8 months to get that one. Now 2 years after install I have found that 2 windows which are a part of a large bay window which cost me $10,000 haven’t been latched since install happened. I tried to get them to latch to see that they are 1/2” too low to catch the latch to secure these 2 crank windows. I call pella who I purchased and had installed the windows and they tell me it’s out of warranty. I paid $20,000 for 2 large, 1 large bay, 1 transom, and 1 exterior door. And get told your out of luck you need to pay us $100 just to come look at the windows in question plus whatever the fix will entail. This is the most horrible way to treat a customer, especially a repeat customer!! I will NEVER recommend Pella to my clients nor purchase their windows again. As a home remodeling contractor this is seriously the most unprofessional way to treat customers who own your high cost windows!!! Especially ones who had to wait over a year to get their windows to begin with!!!

I had assumed that our experience with Pella Mid Atlantic must have been singular in that I could not see how a company could stay in business if it routinely treated customers the way we were treated. Reading the post by Benjamin S on 4/6/2023 made me realize I was mistaken as our experiences were very similar. This indicates a systemic management problem at the company. Installation of our project started on March 21, 2023. Midday, the lead installer informed us that the wood trim was stained the wrong color and did not match the windows. They further explained that Pella Mid Atlantic had stained the wood rather than order it from the factory because it was cheaper that way. As most of the windows had been removed, we were left with unfinished windows until trim from the factory could be obtained. When the installers returned on May 11, 2023, they informed us that they did not have material for the windowsills (or stools) as Pella does not provide them. We were given the option of sending them away with the hope they could obtain correctly stained stool material and return at a later date or accept a less attractive picture frame installation without stools. Our original windows had stools, we were promised stools, our order includes stools, but we have no stools. At that point we said do the picture fame installation and be done with it. But wait! They didn’t have enough trim to complete the job, so it wasn’t until they returned on June 13, 2023 that all of the trim was finally installed. The project included myriad other issues too small to detail here. We avoided one major problem because I would not let them install a bay window after I realized the order verification person had transposed the dimensions. Pella Mid Atlantic order a correctly sized bay window after I insisted that a different order verification person come an measure again. The problems we experienced were all avoidable but Pella Mid Atlantic does not get it right the first time.

December 10, 2022, signed a contract with Pella Mid-Atlantic for the installation of eleven sashes, and all new colonial trim to the tune of $11,000.00. March 2023. Took three months for Pella to manufacture the sashes and trim, and when these windows were installed the wrong sashes and the wrong trim were used. The field supervisor – Mr. Hamed N**** – came to the house to survey the mistake himself and assured my wife and I that all issues would be resolved, and that the correct items would be used during the second installation. On April 5, 2023, for the second time, Pella Mid Atlantic arrived to install the correct sashes, and trim. And of course, it was a different install crew, who had no idea of what they were doing. My wife and I were assured that this crew was “Pella certified.” Immediately, the two-man team lead started making excuses, and blaming Pella for loading his van with the wrong items. Fast forward – The crew attempted to call Mr. N****, no answer – I attempted to call Mr. N****, no answer, and then this morning (April 6, 2023), Mr. N**** has sent me an email with an attached work order which I am to review and confirm that this work order covers the remaining unresolved installation items. How, am I supposed to confirm a Pella Mid Atlantic internal work order document? I don’t work for the jack-wagons, I only support their CEO’s ********* lifestyle (George B******/ CEO Pella Mid Atlantic – ***** *** ***** *** ** ****** *****. You can bet he has the correct Pella windows installed.) I would recommend avoiding Pell Mid Atlantic, they don’t represent the brand, and they don’t work well with the customer. Sure, the sales reps that come to your home on the front end are all smiles and make it seem as though all will go smoothly with not issues. Then on the installation end, customers get install crews that are best qualified to operate the electronic gambling machines at local 7-11s. Pella Mid Atlantic is a scam.

If I could leave zero stars, I would. We purchased 27 windows and three French doors from a salesman who promised the top of the line Pella Reserve product would be historic replicas of our original 1914 windows and doors installed by Pella employees. We paid extra for a lead safe removal of the windows and doors, yet the crew who turned out to be subcontractors ignored lead safe practices and contaminated our home with lead. The windows and doors were also installed improperly, damaging our home and property, and are defective. Pella refused to clean up the lead mess it caused and fix or replace the defective windows and doors that are not even close to historic replicas. We regret paying Pella $90,000 and wish we had never done business with them. Zero stars for their trickery and zero stars for the product,

Pella has, by far, the worst business practices we have ever encountered. How it happened: - Signed contract for our windows replacement project on Nov 2021 - Pella rescheduled multiple times without providing a reason, some of those times were because WE called to inquire about our project - The windows and frames were installed on Oct 2022, but the screens were missing (because the once they ordered were for the wrong type of window) - We were told we would get the re-ordered screens 3 weeks later - After 1 month of not hearing from Pella, we again called; the manager had to investigate because he was not on top of our project, as he had claimed he would be - We were given a new installation date for Nov 2022 - Nobody showed up on the date we were provided and we received no communication from Pella. We called again and were told to wait for a call - Shortly before the offices closed for the day we called again since we had not received communication from Pella - A field supervisor was told to drive to their warehouse to pick up the re-ordered screens, and he requested to keep them in our garage so "they would not get lost" - We were given a new installation date for Dec 2022 - A few days before the latest installation date, we received a call and an email from our Pella Project Coordinator, the same person who had scheduled the Dec appointment, requesting to schedule an installation date for the screens - When we pointed out he had already scheduled this, he assured us we were indeed on the schedule - The project was indeed finalized on Dec. The manager who we spoke with seemed to not want to talk to us after a few calls. Truly the worst customer care we have ever experienced. We do want to mention that the installation crew was very knowledgeable and efficient with the windows and the screens. Nonetheless, we want to warn potential future customers of doing business with this company.

I ordered windows and a front door with sidelights December 31, 2021. Windows and doors did not arrive until August of 2022. After paying the 40 percent on delivery charge for the windows and doors, it turns out Pella measured the door opening incorrectly and could not install the door and sidelights. I have called at least 4 times to have my 40 percent delivery payment refunded for the door only, but no one calls me back and they won’t let me talk to a manager. I am willing to wait for the correct door and sidelights, but they absolutely should refund my 40 percent delivery charge until the proper size is delivered. The salesman was good as was the installation crew, but the scheduling and customer service groups are totally unresponsive. I understand measuring mistakes can be made, but Pella should not be giving me the run around on a temporary refund until the correct product is delivered. A commercial customer wouldn’t put up with this, why should a residential customer.

Awful experience with ordering a Patio door. Talked to three different people who all blamed something else and Pella did not want to help when I said I needed the exact same patio door. Not the same. Huge problem and they will not help.