Business ProfileforPella Virginia Inc.

AWFUL Customer Service, Delays, Follow-up, follow through and delivery date change by several months. For years, I have heard Pella was a premium window company. Something has gone terribly wrong with Pella. In June 2022, we signed a contract with Pella for a large replacement bay window. Delivery date was noted as October 2022, which was the maximum 22 week estimate for the window to arrive. I called Pella after 22 weeks (Oct 2022) to see IF they had the window in their warehouse. I was told "no". I asked if it was even ordered - no answer. No one called us to say there was a window or not. We had to call them ! Then I was told they would have the window mid February. An appointment for the installer(s) was set for Feb 23, 2023. They were to arrive between 9:00 and 11:00. They showed up at 12:30. They came with the window but the window was not installed. They said the window weighed 400 pounds. Pella sent three men to install this window which was not at ground level. The men did not have the equipment (crane?) to hoist up the 400 pound window to install it. They left and said they would be back in 2-3 weeks. Why would professional window installers and manufacturers not bring the right equipment to install such a heavy window? I told Pella to either keep the window and return the 50% deposit and we will get a different manufacturer to make our window OR for our total aggravation get the window installed and Pella will forfeit the remaining amount we owe on the window. Delivery dates were not adhered to, communication delays and inadequate install equipment is just TOO much! The only saving grace to this fiasco is Pella had the sense not to break out my old window first. I have been in the building material for decades and owned a lot of personal and rental property. Never have I seen such incompetence.