It’s hard to believe a company like this can stay in business. Similar to other posts, my experience was horrible. They showed up to install doors in august. 5 minutes later the installers said they couldn’t install them because the doors were in such bad shape. Ok fine stuff happens. They refer me to a person at corporate to work with and things went downhill from there. They couldn’t come out until October. That didn’t work for us so I said just cancel the order. They refused. I said ok how about a discount. Crickets. They don’t show up the second install date and when they did the doors were once again poorly painted and damaged…not to mention bright daylight visible through the edges. How does a door company leave a job with gaps? That’s the entire point of a new door! Still trying to cancel order and they refuse. Please do yourself a favor and go with Andersen or Marvin etc. There are always a few outliers but in the case of Pella, the reviews show that they have a trend and it’s not good.

Terrible experience with this company. Placed an order in June, was told by the rep the install appointment was booked for October (the earliest available) gave my credit card number and then waited for the install. A few days before the install appointment I contacted the rep because I hadnt heard from the installer and the rep informs me he never booked the appointment, despite confirming in an email in July that he booked it and it was all set. Well, that was an absolute LIE. he didnt book it because he needed more paperwork to be signed, but he NEVER told me or requested anything from me. I was told it was all set. He then tells me that my failure to send whatever was missing that has caused significant delays in the project... essentially blaming me. Worst and most dishonest customer service ever and absolutely no effort to right a wrong, expedite another appointment or anything. Whatever. Im better off not relying on these idiots anyway, and just going with another company. Avoid this place at all costs.

As other reviewers have stated our customer service experience has been...far from adequate.We requested and signed a contract for one custom window and one custom round top door. We are actually quite happy with the window, and Im certain we would be happy with the door if we ever received it.The first date for our scheduled install, we had zero communication from pella or the installers and could not get through to the office, needless to say they never showed and it took us multiple days/calls to get through to someone to reschedule. The next appointment, no communication and the installers never showed...Our THIRD appointment was canceled due to weather but the fourth appointment, the fourth appointment they showed up...with a different door than was ordered...The door the installers arrived with was a standard rectangular door, which was not what we ordered or was in our contract. The installers stated they were informed we had approved the switch to a rectangular door. Sidebar, if I wanted a rectangular door I would have just gone to home depot and saved myself the trouble/time of waiting for a custom product.The installers were incredibly professional and did a great job, they even gave us great advice on how to proceed with the jacked up deal we got from the office, they put us in contact with another project manager who was able to verify that our round top door was never ordered. We had already waited a few months for the door to be made not including the time waiting for install. We contacted the office and informed them we would like to cancel the door due to the circumstances and requested a refund of the money deposited. We did receive a response stating they were apologetic and that they would refund the deposit less the amount for the window/door. Despite multiple attempts to contact them to determine when/how we would receive our money back we have yet to receive a response.Like I stated above, the window is fabulous, but definitely not worth the hassle for us.

Well last year (Sept. 17th-18th, 2020) we had our replacement widows installed. Spent over 12K on the windows. Seven of the windows were not energy star certified for the Northeast (New England region) & one window had a damaged screen. A technician came out and replaced the sashes and said that the replacement screen was not on the truck. He said that he could drop it off on the following Monday, with that in mind he took the damaged screen. He dropped of the screen and I went to install it and it was for the wrong room, screen was to small. They ordered a second screen and again it was for the wrong room.And as of today almost a year later they still have not provided a replacement. We have a window that we cannot open. Safe to say well need to reach out to the Attorney General Customer Affairs Bureau if they refuse to send and replace the right screen.

Wow, absolutely abysmal customer service, as others have highlighted. Our 17 windows were finally installed in March after an additional month delay because the order was never placed. But it is now mid-May and we are still missing half the screens and the proper locks. Ive emailed our rep multiple times but he hasnt done anything but send me back perky responses. The only kicker is that we still owe them for the rest of the windows order, which is over $20k. This place is clearly incompetent. Oh, but at least we do like the windows themselves.

I dont usually leave reviews but the service we have received from Pella has been so outrageously bad, people need to know before investing in their product. The door we received was not completed correctly as they did not bore a hole for the deadbolt. This was a HUGE safety concern for us. It took about 10 phone calls and a month to get that resolved, including one appointment that they set up and the tech bailed so we got bumped to a later date. Then, of course, was the defective product that they installed. The paint started peeling off the door the DAY AFTER it was installed. The door was installed in Dec 2020 and we are still waiting for a replacement in March. No one returns my calls, no one answers the phone. Absolutely TERRIBLE customer service. They will yes you to get you off the phone and then ghost you from there. You would think for such an expensive product the service would be better and you wouldnt have to have it replaced after 1 day! Go elsewhere with your money and save yourself the frustration.UPDATE: It is a month later and this company is still the WORST. I called every day for a week straight with no response. Then someone finally reached out when I started calling every other department in their phone tree to get someone to respond to me. They scheduled me but no one showed up on that day. Then they rescheduled and the team was here for an hour and decided that the new door they brought couldnt be hung because the hardware didnt match the door. Then no one follow up like they said they would and I call and they answer Oh I was just about to call you! Sure... Now weeks of me calling and if they answer, they have no update. Julie will say she is working on the problem but nothing has been solved and they dont ever follow back up with me. My next call is to the Attorney General.

My husband and I have had a very disappointing experience with Pella.We purchased 2 doors and 2 windows from Pella in September 2020. The installation was scheduled and then they cancelled on us a few days before the installation date. I reached out to our sales representative with several questions and he stopped answering my emails or calls.Pella rescheduled us and then that installation was also cancelled. Finally, the third time they kept the scheduled date and installed the items. The installation was supposed to take one day but it ended up taking two days. The installers tried to leave after the first day with our sunroom door completely off the house. We had to stop them and convince them to please reinstall the old door, rather than leaving for the night with no door set up. They also ripped out some of the grout in our front entrance. When they completed the work, they left a huge mess in our yard. They also left a gap in the corner by our front door where you could see right outside, or into our home.  A manager came by to check their work and he fixed the gap for us after we pointed it out. They did a terrible job on the sunroom door and the handle broke off as soon as we started using it in April. Pella sent someone to come look at it and he commented that the entire door was installed poorly. Pella told us that they would be in touch within 48 hours to schedule the repair. We did not hear back from them for a week, despite the fact that i left several voicemails. I would strongly recommend using a different company. We have several other doors to replace in the near future.  They wont be Pella doors.Editing to add that 4 months later we have had another problem with a Pella door. They are terrible. It is also very difficult to get in touch with their service department.

From the initial sales visit, ordering process right through to install - we could not be more satisfied with what we chose. From start to finish, 100% satisfied! We absolutely LOVE our new Pella front door and storm door.

Horrible experience with Pella of Boston! After purchasing 28 windows from Pella and waiting 3 months for the installation I received a call 3 days before my installation saying their installer walked off the job and my installation was cancelled. After waiting another week I was told a 2nd installer could do my install the following week but that was cancelled too as I was told that installer wouldnt service my town. Now Im waiting for sporadic installation days over the next couple months for my install. I should have coordinated with my own contractor and purchased windows from my local building supply.

There were red flags from the consultation. The consultant lied about the end-date of a promotion to try to be sure I would sign a contract before his sales month ended when the actual end-date was over two weeks away. The week before a 2-day install appointment, I received a call stating that the install would take 3 days. I rearranged my schedule and took another day off. Less than 24 hours before the scheduled start day, I received an email confirming my installation date for 2 months out. When I spoke to Pella, they said that one of my windows (the job was for 2) would not be received in time. I cant believe they are so uninformed that they didnt know a week prior that the second window was going to be a week late. So now the job is back to two days instead of three, Im off a day without pay that they wont be here, Ive already moved all the furniture out of the room that now wont be worked in, and they arbitrarily picked a day to reschedule without consulting me or letting me know until I contacted them. And no one at Pella has a care in the world about the trouble their lack of attention and lack of respect for my time has created. Stay away - the Haverhill shop is under Pella of New England, so just stay away from all of them if youre in New England.Update 11/20/18- Today was the day this job was rescheduled for the second window. I took another day off from work, moved all the furniture out of the room (again) and got a call at 8am that they were cancelling because of a couple inches of snow (school isnt even delayed). This storm was predicted days ago and I was never told that they wouldnt work in the snow. More proof that customer experience is meaningless once they have your money.Update 11/28/18 - I reached out to Pella corporate on 11/20/18 to request assistance in the matter above. This is the response I received today (8 days later). Clearly, the apathy regarding customer service starts at the corporate level:Response From Pella Customer Support (11/28/2018 07:40 AM)Melanie,Thank you for contacting Pella Corporation. I am sorry to learn you are experiencing difficulties with your local Pella Windows and Doors store.According to our records, installation for your window has been scheduled for Wednesday, November 28, 2018. Should you have additional concerns, please let me know. I would be happy to follow up with the appropriate team to further address this matter.Again, thank you for you contacting us.Sincerely,KaseyCorrespondence SpecialistPella CorporationUpdate 11/29/19 - The second set of windows was finally installed yesterday. Im attaching a picture of how the factory left the seams on the frame. On all six seems of a three window unit -the foam is ragged, uneven, and already filthy, so now I have to wait for a service person to come out and see if they can fix it. I have 7 other windows from Pella, and this is not Pella quality.

The finished work on my $8,000 window was a disgrace! I submitted photos and contacted my Pella representative and as of a period of over two weeks they have not responded. Funny, when they wanted to sell me the window they contacted me everyday! Go with another company or you will have a lot of problems when the project is complete if there are problems after the installation.

Delivering with a 53 trailer can be challenging, especially with 4 wheelers parking in the same lot! Clean facility, friendly people...3 stars due to parking situation.

In September of 2019, we contacted to Pella to help install a new front door and storm door for our house. The sales rep was great and really helpful but after this, our customer experience with Pella became a nightmare.First time they tried to install, they canceled last minute on the install day and I had to call to get a new appointment. They kept making us push our appointment for 2-3 weeks away but finally agreed to an appointment a couple days after the cancelation. When they did do the install, the screen door was the wrong size and the inside portion of the door was the wrong color. They advised they will contact us to fix this.The second time we got the installation, we had to wait a month. They did provide a $1,000 discount which I found very nice of them, yet this would of been nice if they actually got the install correct. The second door that came was the right color but it was poorly painted with the red bleeding over onto the white. We then had to wait another month for the fix, and Pella showed zero urgency to remedy the problem.Third time they came, things were finally complete. We had to wait to the end of January 2020 for our correct install, and we made our order Mid-September. I found this absolutely unacceptable.Not only did we have issues and take over 4 months to finally fix, our storm door keeps breaking because the air pocket that forms as it closes. The installer didn’t create an air vent, or hole to prevent this. Pella charged us for both parts. Plus we had to wait over 2 weeks for the replacement parts, in fact, we are still waiting on them. This was no surprise after what they made us do for the installation.Overall, using Pella was a terrible decision. It took 3 times for our door to finally be installed correctly over a course of 4 months. They won’t even rush the correct installation and made us wait. They did give us $1,000 off but nothing else, even after the storm door breaking and our continued waiting for the correct installation. Getting a $1,000 discount for a 4 month front door installation and still charging us for a storm door that breaks because of poor installation doesn’t even make it close to right or acceptable.I was hoping to use Pella for other projects, such as windows and a new door for our basement but I will absolutely never use them again. They provided one of the worst customer experiences ever and I highly suggest using literally anyone else. Don’t waste your time or money with this company.

So far, not so good. My date for measuring the windows was pushed out. Now my installation date was just pushed back by a month, supposedly due to factory delays. If I knew it was going to take so long, I would not have ordered from them. Reading some of the other reviews here is not making me feel good. Cancellations due to snow?? Yikes, I specifically asked about that and was given reassurances that this wouldnt happen.Sadly, I am starting to have a bad feeling about this. If by some miracle I am satisfied, I will update my rating accordingly. Update: My windows were installed. The installer was awesome. Windows seem decent. Upgrading my review.

I have been using Pella products for two years now and am very happy with the product. Josh Thorpe and Paul Corsetto have been my representatives on separate occasions and I cant speak highly enough about their dedication to the product and especially my window and door needs. I look forward to furthering my relationship with Josh, Paul and Pella.

Updated on 7/31/19:I recently purchased 3 front doors from the Concord office, which resulted in my order being handled by the Pella office in Haverhill, MA. The ordering process was straightforward and easy. Unfortunately, my experience working with Pella went downhill following the initial installation. The installation technicians were wonderful.Initially, the wrong color door and sidelights were installed at my house. This is despite having 2 separate quality control representatives confirm our order prior to the technicians arriving. After multiple calls to the Haverhill office asking to speak with the manager and then waiting a few weeks for the proper door to be manufactured again, a new door and sidelights were finally installed. This time, however, one of the sidelights that was installed with the new door had damage to it. Again, it took multiple calls to the office to even receive a call back. The manager agreed to order a new sidelight and offer me some money back (this was a nice gesture and much appreciated). However, after waiting a few more weeks, a new sidelight arrived but this one was ALSO damaged. I immediately placed a call into the manager and it took multiple calls both to the local office and the corporate office to receive a call back - this time from an assistance manager. It has now been two weeks since and I have still yet to receive any confirmation on when the new sidelight will be installed. This is after periodic calls and texts with the assistant manager. His response each time is that hell have more information soon. I am at the point of wanting to return my entire purchase. I would strongly urge future customers to consider their choice as not only has the customer service been terrible after taking the order but it appears that there is limited quality control at the warehouse and local office.The only positive is that the installation technicians have been very nice and professional. I wish I could work only with them. The only reason it is not a 1-star rating is because the technicians have been great.Definitely get quotes from competitors.Updated: Since posting a review, Pellas Corporate Office has assisted with getting the product ordered installed. I am pleased to report that the product has been scheduled for installation.

I Could not possibly be more disappointed in the service I have recieved. I had previously bought 3 windows without issue. This time I needed two. I had the salesman out around Sept. 10th to measure my windows and told him I wanted the same line of windows I previously ordered. He told me 3-4 weeks I would have my windows. At 6 weeks later I left a voicemail for Leo Turner (the salesman) because I hadnt received my windows. This call went unanswered. The next week I left 2 voicemails, both went unanswered. It wasnt until I called Pella customer support and was able to file a complaint that Leo magically decided to call me back. This was at 8 weeks from him coming an measuring my windows. He tells me the windows hadnt been ordered, and tried to blame the contractor. The contractor is my father, so he was 100% willing to lie to his customers. He said he would have a contract out to me later that day (Friday) via e-mail. Tuesday came and still no contract. I called Pella of Boston and asked to work with a new salesman. This salesman did actually send me a contract - but whos the salesman on the order? - non other than Leo. What line of windows was he trying to order? A higher line @ $100 more per window. He tried to pull one over on me and sell me windows I didnt want and didnt ask for. If I hadnt already used Pella and didnt want my windows to match I would have stopped my business with them there and gone with Anderson. I am at 9 weeks now. Windows still havent been ordered.I will never recommend Pella again. Never in my life have I sent an e-mail to complain about someones job performance - but this is ridiculous. Leo Turner lied, tried to steal from me by quoting windows I didnt want in the hopes I wouldnt notice and after complaining to Pella of Boston about his performance and letting them know I didnt want to do business with him, they sent me his quote, as if I was OK with the commission going to an unprofessional and unethical salesman. Needless to say, my contractor has decided he will also not do business with Pella in the future as well.

Worst, worst customer service I have ever received. If I could ask them to remove the windows I would.Agreed to price and specs on July 25th. Signed contract that day. Windows were measured twice, two different appointments. Installation started on Sept 5th. I was told at 2:30 in the afternoon on installation day that they do not have the right trim or J channel to finish the job. Our installation team member will contact you. 4 days later I had to call in to them to get an update. I was hung up on the first time then finally got through. The woman that answered the phone had just gotten the order for the J channel and interior window trim. After voicing my concern that I now live in a house that is unfinished and have no blinds and would like to see someone finish the job reasonably soon. I was offered October 10th. I told her that two months from now was not an option and she told me she had Sept 24th available. So 61 days later I might have my windows done.MY issue with them is I had to do all the calling. I had to ask them to fill me in. I had to beg them to make an exception. Meanwhile there is not a finished window or blind in my whole house.Very poor consideration for the customer and terrible follow up. I would never recommend this company. They run their schedule when it is convenient for them. Excuse for everything such as: The paint guy cant paint super white until next week, or the J channel has to be ordered. Does not matter how much you have paid or how much you are inconvenienced. I am sure they will expect there money and be non apologetic when that time comes.

Josh Paine has been great to deal with. We have done 3 projects with him and we love our windows and sliders.

Your Pella rep, Ben Killary, in a professional manner, was most helpful while assisting us in selecting the right Pella product for our home. Many thanks.

Nice people. Thorough & prompt accounting of delivery. Signs on Hilldale Ave make finding easy

Installation was a horror. Dan the Project Manager was rude as could be, the Installation Manager had nothing but excuses. Did not install my door properly, insulation is sticking out the sides of the door, the transom window was ordered incorrectly after measuring 3 times. It was a disaster from the beginning, not to mention they left my house without even putting on a door handle. But to Dan, the job was complete. What a joke....$9200 and this is the service I get?

Absolutely horrible . Wish I had seen the reviews before using these folks. We spent over 13k for new windows. The windows are beautiful but the overall install experience is horrible . If your project is large enough to not get completed in a single day, you could be in a situation where your project will get rescheduled for weeks, even months with no prior notice in many cases. Our windows were scheduled to be installed on Oct 23 .. that day the installers were supposed to turn up between 7-9am and ended up at 9am . They could complete 4 out of 5 windows and promised someone would reschedule the next day and the job would be done in the next few days. Next day, no one called . Calls to the Pella office kept going to VM . The sales guy ( Tim ) answered the call and promised to follow up and never did .On the second day, we finally got through and we’re told that they had no one available for 2 weeks. The full cost had been charged in the meanwhile . When I asked a supervisor to contact me, I got a call from a guy who was a joke . He told me that the contractors did not bother to send updates and he wouldn’t even know if a job was not completed for several days . He asked me for help in improving his process .. ( imagine that) .. then cried about how difficult this job was and how he was trying so hard. Promised to call back with updates and never did .On the two week install appointment, no one turned up . Once again phone calls, VM, Sales guy Tim .. you get the idea .. towards the end of the day, a short VM that we are rescheduled again. I literally resorted to texting Tim Friday night to get the contact details of someone who could help . I have emailed them but as expected, no one followed up.If this is what you want to go through, try Pella otherwise stay away .. no amount of nice windows are worth it . I am considering a lawsuit for the agony they have caused .--Quick Update. You may have seen their response below. Here is what happened. I called their office again. The person picking up the phone claimed that she never got my voice mail. I talked to the Operations manager who hadnt been fully briefed on the matter and seemed surpised that I should be so upset at the window install being rescheduled. She told me to give 2 her hours to look into this and get back and that was 4 hours back. I do not think that you can do any worse with Lowes, Home Depot, Renewal by Anderson or any other contractor for that matter .

Our window was installed incorrectly and now no one will help us. Sales guy we worked with has turned on us and is unhelpful, condescending and rude. As first-time home owners, we went with Pella as a trusted brand, but dig a little deeper and you’ll find reports of poor installations, faulty/leaking windows, even class action lawsuits. Go with Pella and you’ll be left alone in the dark with an overpriced piece of junk.

Measurements often go wrong and installation/construction drags out sometimes. It happened to us too. The initially estimated 5 day project dragged out to 5 weeks then 3 months and still waiting the project to be completed. Not only the measurements were off, they were also ill equipped for some of the work and had to reschedule installation and wait until their busy list becomes open again. The communication was chaotic, nobody new exactly what was going on and I could not receive timely/straightforward responses.It seems that there is a disconnect between the company, the sales person, the installer, the installation manager, the scheduler and the customer service. Nobody really cares or takes responsibility or charge of the entire process and at the end of the day the customer is left behind. I literally had to beg to get the work done multiple times to multiple people and 3 months into the (initially 5 days project) still waiting for the completion of all promised and payed for work. If you want windows installed in your life time and preserve your sanity and dignity do not contract with Pella Windows and Doors Haverhill MA. There are plenty of others on the market.

My go to window supplier