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"The initial contact was very professional. On time, no pressure to purchase, gave honest advice and was very pleasant. She called to confirm installation date and time the day before scheduled install. <br /> <br />The installers came on time, very professional, completed the job in a timely manner and cleaned up after the job. <br />"

"Great products, terrible customer service We have just completed replacement of all doors and windows in our house by Pella over a 2 year period. This was a total of 7 doors and 14 windows at almost $65,000. Before beginning this project, we researched very thoroughly. Over a 2-month period, we received proposals and estimates from 3 different companies and also attended a home show to look at additional products. We were most impressed with Pella’s products and warranties. We asked countless questions about the installation process and liked everything we were told. Based on all of our research and information, we ultimately decided Pella would best fit our needs. We are extremely pleased with the windows and doors. They are beautiful, well-crafted, and have so far provided the energy efficiency we were looking for. We were extremely displeased with every aspect of customer service during and after installation. There were so many problems and so many occurrences of miscommunication that it is hard to enumerate them all. But for those of you who are considering spending a large amount of money with Pella, here is how you will be treated: Phase 1 (installation of 3 doors, December 2016): After 3 days of work, the doors were in place but the exterior finishing had not been completed. The installers did not return the next day or the next. We had received no communication from anyone at Pella regarding when the doors would be completed. When we called to inquire, we were told they would be back, but were not given a date. They finally returned 9 days after they originally left to finish installation. Lesson: if you have dates picked out for installation, they will totally disregard them and finish when they’re ready. Upon completion, we called our rep and told him the doors were beautiful, but there were issues that needed to be fixed. The exterior caulking was not thorough on 2 of the doors and one door had a dent in it that we wanted fixed. We tried to schedule a time for them to complete this but couldn’t be given an exact date. We stated that we didn’t want to make our final payment until this was completed to our satisfaction and were told that would be OK. We also informed them that we wanted to move forward with ordering the next set of doors. Two weeks later, our credit card was charged the final balance without our knowledge and without our consent. This was the only credit card we had and they maxed it out! We only found this out when we tried to use it and couldn’t. Their excuse for committing this credit card fraud was that they thought we were happy with the doors since we wanted to move forward with the next set of doors. We reminded them again that we still felt there was further work that needed to be done to complete them to our satisfaction. Lesson: if paying by credit card, guard it closely or put an alert on it to prevent Pella from placing charges on it without your permission. Phase 2 (installation of 4 doors, March 2016): The installation of these doors was completed in the time frame that was promised. However, upon completion, we again found issues that needed to be fixed. The threshold of one door buckled when stepped on, the interior trim had not been stained on 2 doors, molding at the bottom of 2 doors had not been completed, the exterior of 3 doors had not been thoroughly caulked. We informed our rep of all of this immediately and also reminded him (again) that the first set of doors still had not had those issues fixed either. (We were now 3 months past the 1st installation and they had made no effort to correct those problems) We advised them that we would not make final payment until everything on both sets of doors were complete. So we were given a date that someone would come out to fix all of the issues at once. Two weeks later, we take a day off from work to be there to accommodate them. A project manager shows up and looks at all of the issues, but does nothing to fix them because he has no tools or supplies with him! We were given no explanation of why this happened and no apology for wasting our time. After much back and forth in which they were unwilling to schedule a time that would not cause us to miss work, they finally came out and fixed all issues 2 months later. (We are now 6 months into this and just finally getting the doors completed. We had hoped withholding payment would speed up the process, but it did not) Lesson: Pella does not care how it inconveniences its customers. Phase 3 (installation of 14 windows, July 2018): After all the trouble we had with the doors, we really didn’t want to deal with Pella for our windows and put off the installation much longer than we had planned. But the only way to have our windows and doors match was to move forward with Pella. This time we moved forward with lowered expectations and they still disappointed. We were scheduled for the installation to take 5 days and it took 7 days. Not a problem as long as they were completed. But again, when they left, there were several items not completed to our satisfaction. Due to the fact that they left behind some of their supplies, we assumed they would be back to complete these items soon. But after 10 days we had heard from no one, so reached out to our rep. She replied that she would look into it right away. Another 10 days later, we still had not heard from anyone at Pella. We reach out again and received several excuses for why we never received a response, but finally got a date scheduled for another 10 days later for a project manager to come out and look at the issues. He then scheduled a date for another 2 weeks later to finish the work, but was only able to finish after coming back multiple days, the last of which was over 3 months after the original installation dates. Even then, we never heard from anyone at Pella asking if the windows were finally completed to our satisfaction (which they still weren’t). In addition, we were promised compensation for the landscaping that was damaged during installation, but never received anything. Lesson: Pella has absolutely no follow up with customers and could care less if their customers are happy. If you have read all the way down to this point, you can see why we think of Pella’s customer service as terrible. $65,000 is a lot of money to us and we expected to receive a little courtesy and respect from them for choosing to spend that money with them. Obviously that didn’t happen. Which makes us think the warranties that we were originally so impressed with will be a nightmare instead of a benefit. If we were treated so poorly while paying them money, we can only imagine how difficult it will be to get service from them when we have an issue that requires warranty work for free. And we regret that we will face this obstacle as long as we own our home."

"Very well after we got the sizing limitations figured out and ordered. Priced with a few different companies and all together price point and value far exceeded any other company even American Window or Atlas! energy bill did not exceed 70 dollars on the hottest month of the year on a 3000 square foot home. Years before were topping out @ 170-200 dollars a month... Thanks for the savings!"

"I was able to research and order the part needed for my refrigerator repair and perform the repair myself. Parts were reasonable priced and delivered within 4 days of ordering. I saved $$hundreds by doing the repair myself. No need to replace the fridge."

"I was in a hurry that day.  However the young salesman took time to work with me and explian what was available.  He knew his job and did it well.  I enjoy doing business with this company because of the attention and honesty they provide.  Being a woman I do not have the knowledge to make the best choices for what I want.  With this company they take the guess work out for me.  I have been doing business with the Horn's for over 12 years."

"Great. This is the second screen installed and both have been great"

"Select blinds is a wonderful company with many fantastic options for blinds etc.. and they have fantastic customer service. I measured one of the windows incorrectly and they sent me a replacement for free (+$10 shipping)!! Next time I need window coverings, these are the people I'll be calling."

"Isidro and his crew removed the mold and applied a paint that will keep the mold from re-forming. Isidro also determined that we would need new gutters to prevent the problem from happening again. We had known the gutters were in bad shape and we also knew the leaky gutters were probably causing problems with moisture so we went ahead and hired Isidro's company to remove the old gutters and replace them with new gutters. Isidro always took the time to explain what they were doing and why they were doing it. His crew was hard-working and friendly. We are so happy with the results! We have no signs of mold in the basement and the gutters are doing their job. It is also nice to have attractive gutters now."

"They came out, adjusted it and were gone despite frigid temps. I have used Golden Rule for years and they have always been great. They have replaced 30 windows in our very large old home. They wrapped the outside window jams with vinyl and the windows are both beautiful, functional and very tight and weatherproof. They also installed the vinyl siding on the back and side of the house and it still looks like new. The problem I had ith the piece that got damaged was the result of the ridiculously bad winter we've had in early 2014, and was caused by a gutter getting jammed with ice and overflowing out onto the vinyl, not due to thier work. They have always come to appointments exactly when they say that they will be there and they are pleasant, friendly and professional. I highly recommend them. <br /> <br />"

"It has been a good experience with them. They came and gave me an estimate and did the work very quickly. They seemed to be prompt."