Pella Windows & Doors of London

Wood windows that perform terribly. Very leaky windows and Pella will not acknowledge this product is unfit for Canadian winters. Have had Pella out twice to discuss moisture all over the windows which they blamed on our humidity yet we have humidity so low our kids are getting nose bleeds and our floors have split. We have had seals go in the units and significant mold on the units themselves which they agreed to replace but would charge me to install them!? The windows are less than 5 years old and they were not cheap. Please avoid their painted wood windows. No idea how their other products perform though. Service: Window installation
Jan 30th, 2022

My husband and I had six windows replaced in our home including one large bow front window. Ryan Smith walked us through all our options and was patient with our revisions to our choices so we would have the products we wanted and windows we would be very happy with. He put Cornelius on the installation as he said he was best for the wood, Enduraclad Lifestyle windows we chose....he was right...Cornelius and his helper, I think it was Alex, did a great job. I am really glad we decided to add the between-the-glass blinds to our windows...they are awesome! A shout out to Derek, as well, thanks for a smooth check of measurements and going over our order before the installation. - Thanks to everyone on the Pella team....we love our Pella windows Service: Window installation
Nov 26th, 2021

Positive: Professionalism, Quality Service: General door installation
Nov 5th, 2021

Were very happy with our new windows! The Pella team was excellent to work with from the ordering process right through to the installation.
Sep 24th, 2021

Our home boasts Pella designer series windows throughout, as well as a double entry door that we have been enjoying. During spring cleaning, I noticed there was some moisture in one of the glass inserts on our entry door (May 3, 2022) and reached out to Pella service to have a technician have a look. John, the technician that was sent over, made us aware there is a seal failure and would submit a report. He also made us aware that this is warrantable and suggested requesting the inserts be changed, rather than having the panels replaced, as he felt they are in great shape. By the way, John was friendly, knowledgable and informative, a definite asset. Several weeks had passed, so I thought I would call back in to service. I was told at that point that glass inserts were looking to be sourced and someone would be in touch shortly. Fast forwarding to July 15, 20222 - speaking with Taniqua from Customer Service. Taniqua made us aware that Pella was unable to source glass inserts and she would be sending us a door replacement option via email shortly. The email sent had blurry pictures of a 3/4 light panel style with tune black glass, along with a sign-off form. My partner and I had lots of questions after reviewing the email - what does the door look like? Is it a similar quality panel? Will it fit the door frame just like the existing panel? Where can we see it? Etc. I Called back in to customer service and asked for Taniqua to please call me when available. Several days later, Taniqua returned my call and said she would gather the information to my questions and get back to me. I reached out to Taniqua several more times by phone and email with minimal response. August 2nd, 2022 I receive this email - "We trust this email finds you well. My manager was out the office and should be returning today. I will get back to you as soon as I hear back from him, thank you for your continued patience." August 23, 2022 I call again and spoke with a lady by the name of Anna. Again, having to explain the situation, Anna assured me that I would hear back from her before the day was out. Several hours later, I receive a call from Taniqua who was apologetic for the delay and informed me there was nowhere I could go to see the door Pella was offering me. At this point, my patience got the best of me. I told her I didn't think it was reasonable to have a new main door installed on our home without being able to see it first and to please have her immediate supervisor call me as soon as available. August 24, 2022 I receive a phone call from Joe Vecchiarelli, customer service supervisor. After sharing the details with Joe, he told me that the inserts can be changed and if they are unable to be sourced I have the option to take a full refund for the door system. The conversation was had over speakerphone with my partner in the room. Joe stated that he would take a look and have glass options sent via email shortly. Not long after, he sent an email with links to different glass companies. I wrote back to confirm that I am able to choose an insert and that Pella would install. He replied back and said "Pella will NOT order or install any door inserts from these companies and that his branch will offer me a refund of $1500.00 His response was quite the opposite from the conversation witnessed by my partner minutes prior. I have since sent Joe 2 emails (August 24th & 25th) and have not received a reply. At the end of the day, all we would like is to have the insert (or all inserts replaced if the same glass pattern is unavailable) replaced. If Pella is unable to provide and install the inserts utilizing a Pella technician, we would consider new panels, assuming we would be able to see them in person first. If neither are applicable, we do expect a full door system refund as the warranty states, along with Joe on our phone call. I am not sure why Joe or Pella corporate feel it's acceptable for us to source our own glass and find someone to install it for us? Services: General door installation, Window installation
Aug 26th, 2022