Pella Windows & Doors of Toronto

Sales and measuring people were great and attentive and professional. Once you pay a deposit and expect an installation is where it goes down hill:

- This whle process was started in early 2023.
- Months pass by before they agree to set a date to install my single window.
- We agreed upon a specific time for the installer to come by, but he shows up 3 hours early in the time frame i said i wasn't available. Because i am in a work zoom meeting, i embarrassingly have to leave it to deal with this. He checks out where to install the window and says he wasn't told it would be like this and can't install it and leaves without doing anything. What is the point of the first Pella reps coming to measure and take pictures?
- More weeks pass and we agree on a time to install. I get a message that day asking if they left the window at my place last time they came. I don't have it of course, but are they admitting to me they lost my window? They reply back a few minutes later saying they found it and never mind.
- No communication the rest of the day, and they never showed up. No apology or follow up.
- I am attempting to stay in communication with Pella to a) get this single window installed sometime this year hopefully? Or b) ideally get all my money back.

Edit 1: A week after posting my 1 star review:
Pella replied to my review saying to email them so they could help. I emailed them right away and there is no response and definitely no apologies, actions or remedy.

Edit 2: Still no response from their social media help. Why do they even reply to my review?
They finally installed the window in the autumn (after initial consult in the winter) so i couldn't even use it for the summer months like i had wanted. And they forgot the screen for the window. So I still had to coordinate yet another appointment for them to install that. The only bright side of this was they gave me a prepaid visa gift card for my inconvenience. Still not enough communication, service or quality from a company that claims to be top tier.

DO NOT ORDER DOORS/WINDOWS FROM PELLA! Their after installation service is absolutely horrible!

Ordered windows for the entire house from Pella in Nov 2021.1. During installation damage was done, by the installers, to our newly installed hardwood floor.
2. All windows had visible nail holes that required a painter to come by to fill the holes and paint ALL windows.
3. After full payment had been made, we kept receiving calls from Pella for the balance of the payment. They claimed they had no record of payment! Wow!
4. Any service call to them took months for a response and commitments made by them had no followup.

When our newly installed hardwood floor was damaged, I suggested they send someone to look at the floor and address the issue. They wanted a quote from a local installer to fix the floor which was provided to them - there was no follow up from Pella; a few months later, they requested a quote again as they couldn't find the original quote.

Months went by with no response or follow up. A few months ago, they had someone call about sending us a cheque based on the quotes received only to get a call last week to tell us that the quote was too high and, they will need to send their service person to address the repair!

Based on their past commitments and service record, am I truly supposed to believe that anything will be addressed by Pella? !

It is now almost 2 years since installation and Pella and any commitments made by their Pella and their management have not been followed up with nor materialized!

Their customer service and followup after installation (once they have been paid) is absolutely unacceptable!

** If you DO NOT want to deal with after service headaches, I would highly recommend you DO NOT BUY FROM PELLA!

I am currently being arm wrestled by a Pella salesperson because I cancelled my contract well within the 10 days that I am legally allowed to. I have never received such high pressure sales tactics ever. Very surprising coming from this company.

They missed the initial install day. Didnt send enough guys, I literally had to leave work to lift my own window in. Not worth the money at all.

Horrible company. Would not recommend to anyone. First off, the window was originally installed wrong. Got that resolved but now the problems keep coming. We complained about it when we first got it, 6 years ago. Since then, it's been an ongoing fight. Condensation and ice on the windows, told its not their fault, that we have too much humidity in the house. The big pane of the window is bowing in the middle. Complained, nothing done. Horrible service rep. He talks down on you in a very condescending tone, as if you know nothing. Won't be going here anymore.

I have just ordered windows for a third room in my house - the previous two orders were also Pella windows. Josh Kane has been my sales person throughout and I greatly appreciate his professionalism and guidance. He is highly personable and knowledgeable of the product and has led fabulous service in each of my installation projects. I am very pleased with the product - very attractive and high performance windows - which have definitely enhanced my home and reduced heat loss. I recommend this product and service. Very professional installation team who did wonderful work as well.

Pella provided us with a large entry door, a beautiful slider door and a large 5x5 fixed window. Black Aluminum exterior with black stained interior to match, they look beautiful.

Jim and Kobe, were easy to communicate and work with. They went above and beyond in ensuring a smooth and clean installation.

Thanks a lot Team!

- The Agora Design Build Team

I did my homework. Went to the store. Told them I was interested in Pella Imperia windows. That I enrolled into The Canada Green Energy Grant and had an inspection. Salesperson arrives. None of the windows have the ER ratings needed for the Grant. Suggested that many inspectors will sign off regardless. I doubt that. I was informed about how important it was to have a minimum rating of ER 34 or it will not pass. Waste of time.

Had a very disappointing experience with Pella. Our window install date was delayed, multiple times. Pella installed the windows they had in warehouse but 6 still remained missing. I had contact our sales and service people for 2 weeks before getting an answer on when the remains windows would be installed. This delayed our entire reno project. They came to install 4/6 windows and 3 of the windows were wrong! We ordered black interior and exterior. They told us to spray paint the inside (they would pay for the spray paint - lol seriously?) 1 of our windows was forgotten in the order and it took me a month to get a response from our sales person… We were just told it would take another 7 months.
We are still without 1 window, 3 were done wrong, and 1 never got ordered… The windows (we have) look great, but The customer service is absolutely awful. Just based on the way we were treated, I would suggest working with someone else. These windows are too expensive for terrible service.

Just had a horrible experience with this company after requesting to replace all my 13 (Thirteen) house windows plus a patio door, starting with installation delays, rushed installation including one of their employees flooding my toilet, using my kids clothes and bathroom towels to cleanup the mess and not informing me about the incident, window kitchen came broken from factory, patio door full of marks, scratches and missing hardware (it is loose at the moment), trash left all over my gutters and exposed holes over the step flashing.

Project manager seems not to bother much on helping, just hangup the phone on me after I complaint about my experience.

Really poor quality control and staff, completely disappointed with my Pella Experience! First and Last time doing business with this company!

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/fair for us to source our own glass and find someone to install it for us?

I have been working with Pella for a number of years as I have gradually replaced all the windows in my seasonal residence. Pella have been great people to deal with and their product is excellent.

We are a returning customer to Pella. We have had a great customer service experience and installation in the past and this time was exactly the same. Our sales person, Josh provided attention to detail, listened to what we wanted and needed, made recommendations based on his experience and was very professional. We are looking forward to doing continued business with Pella due to their high quality product line, and customer service.

Absolutely terrible product. Retractable screens not functional and spontaneously open. You cannot get anyone on the phone and suddenly noone responds once a repair is needed. Do not buy windows from this company.

I choose Pella based on the company's reputation of high quality premium products and services. My experience over the last 6 months have been aggravating and disappointing. At every step in the process, there were problems, cut corners and delays.

Problem #1 - Poor communication, coordination, and follow through - Miscommunication and poor coordination meant that I was following up with Pella 4 times and did not get the brick work done as promised, causing delay to our renovation. Pella hired a subcontractor who was not informed about the scope of the job and tried to charge extra for the work that Pella was being paid to do.

Problem #2 - Not taking care of their garbage
After brick removed for door, the contractor left a pile of garbage for us to deal with. Most contractors we worked with are responsible for their own garbage. Again, we had to call several times before they finally removed it.

Problem #3 - Multiple installation deficiencies
After the windows and doors were installed, there were 8 deficiencies ranging from random holes left in the doors, one of the windows just didn't even open, misalignment in the screen window. The front door didn't close properly unless we jammed it in. This is NOT what you expect for a premium product/install. Shortcuts were taken and we had to point it out for them to fix it. Where was the quality control?

Problem #4 - Deficiencies still outstanding
We had our first meeting with Pella on Feb 8. It is now Aug 6, eight months later, and the job is still not done. There is still outstanding work.

Problem #5 - Too many people
In the whole process, we had to deal with so many people from Pella. The person who gave the quote, the person who made measurements, the installer, the project manager, the subcontractor (s), the first repair team, the second repair team, there may be a third repair team now.

I gave two stars out of five because the initial representative, Will Molnar, was very thorough and knowledgeable and answered all my questions, followed up and was helpful. Our project manager Kathy was also responsive and available.

Horrendous experience and customer service. They delivered our windows but forgot to schedule an installation crew so I had to pay my own contractor to do it. It’s now been 3 months and Pella still hasn’t finished the flashing - after several failed promises to show up they now stopped responding to calls/emails. All this AFTER they demanded full pay to schedule a crew (which by the way included full install). I’m out a significant $ for their failure to complete what they committed to. If you want a smooth project avoid these guys like the plague!

Absolutely terrific service from Josh Karen, our sales rep, to the installers and the office staff. First class all the way

Incredible company with great service and outstanding products. Our rep Will Molnar has been great work with - extremely thorough, timely and professional. We have been slowly installing Pella windows in our 150 year old Victorian home over the years and the quality of product and service in every arena has been second to none. Get it done right the first time and go to Pella for your windows!

I recently decided to replace my windows and patio doors. Based on Pella's reputation for quality, I contacted the Pella Toronto location, wondering if they would be able to supply and install their product even though I live in a small community outside the GTA. From the first contact with Pella Toronto by phone, I was impressed. The representative set up an in home consultation for me right away. My phone call was followed up by an email and then a personal email from Victoria, the consultant who would be coming to my home. Replacing windows/doors is a big investment and I appreciate the opportunity for an in home visit vs.online ordering. Upon meeting Victoria, I was impressed. She is extremely personable and professional. Her knowledge about the Pella products was super helpful and she was able to answer all my questions and provided some very helpful design information as well. Not once during my consultation did I feel rushed or pressured in any way. To my surprise, she was able to provide me with a quote right away. After my consultation, I had a few more question and Victoria responded in a very timely manner and provided all the answers I was looking for. She even went out of her way to attend my home for a 2nd time. I am looking forward to receiving my Pella windows and doors and can't thank Victoria enough for making the in-home experience so pleasant and easy and allowing me to make an informed decision on a big investment.

I have used only Pella windows and doors for over 40 years. They all still operate like new. They cost more and the difference is noticeable. Do ot right the first time with Pella.

Process of getting an estimate was professionally handled by Katie M. She accommodated our multiple requests and was open about the options we had and explanation of concepts. When in doubt, she checked with the technical/installation team so to confirm to us. Guy sent to verify measures (Mario) worked diligently and explained next steps.
We don't expect "surprises" on installation day and looking forward to ratify this review once windows are installed.

Sales Rep (Josh) -5/5
Installation - 1/5
Customer Service 5/5

We purchased a new fiberglass door and three wood windows from Pella in the middle of the Covid pandemic. The sales rep (Josh) was very knowledgeable and was a pleasure to work with - I'd recommend him to anyone, no doubt about it.

Unfortunately, the installation experience was a complete fiasco. One of the windows arrived from the factory with a broken sash, the installer told me (incorrectly) that our door set was incompatible with the new door, he drilled a hole for the handle in the wrong spot in the door, spent most of the afternoon on his cellphone, then left early without doing any of the outdoor flashing or caulking. The next day he didn't even show up to finish the job, so I had to call Pella (special thanks to Bonnie at head office) so they could send out a different crew to finish the install properly.

Despite the problems with the initial install, post-installation customer service was impeccable. They replaced or repaired every issue to our full satisfaction, and checked in repeatedly to let us know the timelines and to make sure we were happy. Despite the issues with the initial install I would recommend Pella to anyone.

Pella provided professional and thorough service for planning a complete change of all windows and patio doors. My sales rep, Katie Martin, went above and beyond to make sure everything met my high standards, and provided competitive pricing. My home has wood windows, and she worked hard to find the best product to replace them while maintaining the same look plus adding soundproofing features. The installation is set for the spring!

I am extremely pleased with this company. Very professional and amazing customer service. They are expensive but worth every penny. I truly was in the greatest hands from start to finish. I would recommend this company.

3 doors installed, 2 storm doors.
-timelines met, staff from consultation to installation and overview were punctual, professional and willing to help in any way.
-knowledgeable staff
-work and craftsmanship excellent, neat, and clean. Very happy with the install and entire Pella experience.
Would highly recommend, everything is arranged, ordered, organized to your choices, options and liking and price points.

The Installation crew were great guys
Very professional attitude
Fantastic job

Would hire again
Thf

We met with sales rep Josh Kane last week in a virtual call about a new front entry door. Josh was very helpful in helping us choose the right door for our Arts and Crafts house. To our surprise, the call was nearly as good as meeting in person would have been.

There is no doubt that Pella products are beautifully made and high-quality.

Ian Kennedy is the best guy to deal with at Pella! Excellent customer service and very experienced! Highly recommended! A+

My experience in replacing my back patio doors was excellent. Will was knowledgeable, had excellent recommendations and actually convinced me not to replace any windows in my home as he felt it was unnecessary although convincingly shared the benefits of the solid wood door over competitive offerings. It was a true consultation rather than a sales interaction which was very much appreciated.

The installers (Alex and Vlad) were top notch. Kind, respectful of my home and completed a high quality installation w minimal mess. All 3 individuals are terrific ambassadors for Pella.

While not the least expensive option, you truly get what you pay for. This was an exceptional experience all round and most importantly I am thrilled w my new doors.

I am looking for a quote for my door system which Ian Kennedy provide a great design solution which we are now convinced is the correct approach. Ian is very knowledgeable about the products / process's which go into the Manufacture of your systems and was able to demonstrate excellent communication of the various differences between you and a competitors product.
We will place the order in the near future. Lol

We replaced our large basement patio door with a newer better insulated door. Our basement is warmer as a result. The service was great and safe and neat and clean.

We had windows installed and they're great professional installation and would highly recommend the company to anyone wanting windows or doors installed also jeff and Ahmed's help me a lot and where very professional keep the good work up

I worked with Josh Kane to find the right solution for my home. He helped me pick new Pella Windows and work my way through the warranty on my back door. I moved into my home recently and my back door was drafty. Josh quickly sent someone out to measure my windows and inspect the door and because of he was so highly responsive and competent I was able to get a new door under warranty which will fix the draft in the back of my home. I am thrilled with my experience so far and can't wait for the new windows to be installed! Derek, the gentleman who measured my windows was also very knowledgeable and friendly. Nardian from service was also excellent, responsive, and very knowledgeable. I believe I will be a Pella customer for life.

I was very pleased with the assistance that I received from Jeff Provois. He was helpful in choosing the the windows and doors, styles. He answered my guestions any time I called. I would recommend him to anyp

Excellent service from Jeff Provis. Helpful in selection of styles and colours of windows and doors. Quick to respond to questions and followed up right away.

When an issue occurred with our sliding door, the service department at Pella was extremely courteous and helpful to redirect our call to the appropriate service area. When Mike, the service agent, arrived he was on time and very professional with a great knowledge of the product. We have had and continue to have a great experience with this company and are very satisfied with the products and service we have been given!

Katie Martin, our sales consultant, did an outstanding job walking us through the various material options, features, and pros and cons of each. She was very professional and seemed to have our best interests in mind. She was the reason we went with Pella.
The patio sliding doors we selected were installed on the date as promised. The installation was done with very high quality and the attention to detail exceeded expectations.
Overall, we are very pleased with the entire experience. We highly recommend making Pella one of your vendor options while searching for doors or windows.

The sales person Josh was very polite and helpful in helping me to decide the style of my door and window. I have always used Pella and will continue

We were very happy with our experience with Pella and their door products. Josh Kane is our Retail Sales Consultant and we found him to be personable, informative and knowledgeable about what Pella had to offer. He was helpful and answered all of our questions and showed us a good idea via tablet what our new door would look like. On a side note, the tablet and software is dated, Josh needs a new one as the program wouldn't include all the details of our door! Pella, get on that! Overall, great products; all of our windows and patio doors are Pella too from 15 years ago and are still in excellent condition.

Wally was able to provide me with valuable information about Pella for my home window/door near future replacement. Having to make decisions on my own, Wally's help and knowledge put me at ease and no question or requested explanation was too much for him. I did take up a lot of Wally's time this morning, but thankful for the attention given me, the customer

We. We’re very happy with our experience with Pelli and their doors. Katie Martin our sales consultant came to our house a few days after we visited the showroom on Bayview. She reviewed the different types of doors with us. Very patient with us even when we decided to change the style within a few days. The installation took place the Friday before Christmas. It went very smoothly. The call before by the coordinator to let us know the arrival time by the installers. The installers were professional. We’re very please with our experience with our company. You cCompany came a Recommended by a friend and you

We are very pleased with the installation of our new front door. Katie Martin did a great job of explaining features and benefits and guiding us with our selections. The install team was very thorough and the before and after communication was excellent. We would certainly use Pella again.

Sales rep, Josh Kane, provided excellent service for my quotation request. He was on time to the appointment and was able to clearly and respectfully describe my options. He discussed different scenarios and payment options that made me comfortable and happy. Also, my cat loved him; anyone who can pass her test is worthy.

Door installation completed in window promised by Pella. Very please with follow up service to resolve issue with dead bolt.

I am surprised by these positive feedbacks!
This is by far the worst company I have ever dealt with.
1- Started with a poor installation, they left the alarm sensor wires hanging inside the windows. During the installation I brought up my concern about those ugly wires sticking out, they told me “Don’t worry the alarm guys will fix this! ” The alarm company told me the wires should have been placed outside of the windows! Now we are stuck with these unsightly wires and have to pay for re-wiring and installation of new alarm sensors.
2- The window screen was faulty from the start and the plastic grommet that holds the screen is already broken.
3- My biggest problem: The windows have the poorest sound insulation. All the street noise is transferred into the rooms.
4- The windows appear to be made of cheap material and are certainly of much lower quality compared to other windows in my house.
3- Worst of all, Pella’s customer service is a joke. Good luck getting any answers from them. It’s been one year of chasing them and numerous communications and empty promises. They could not care less about their customers. Their final answer was “you have the option to pay us extra if you want better quality/those problems get fixed! ”
I feel totally ripped off, I paid a premium price for these cheep and low quality windows.
Stay clear at all costs if you value your money, time, and your nerves.

Graham was extremely helpful throughout the entire process and everything turned out great. All 16 new windows and a door fit perfect in an old 1940s brick house. Very happy with my pella experience.

Our sales rep from PELLA Windows and Doors, Josh Kane, arrived this morning with so much enthusiasm, ready to tell us about the choices we had for our new Sliding door and Picture window. It didn’t take long for us to realize the exceptional quality we were getting.
We are really looking forward to installation!

The windows and doors themselves look fine in the end - but the installation process and customer service are so bad it’s almost comical. First our “confirmed” install date was bumped - annoying when trying to coordinate a renovation. Then when the delivery truck arrived the driver accidentally backed the truck up into the corner of our roof and broke off the eavestrough (we had to source someone to come repair and repaint the eavestrough and they said they’ll credit our account). When the installers were done we realized that one half of the garden doors were made for one width of wall, and the other half were made for another width of wall - nothing lined up - it looked totally ridiculous. The doors we’d waited nearly two months for had to be made over again from scratch - more delays to work around. Then if that wasn’t enough, we discovered that some of the windows were missing the retractable “invisible” screens that are supposed to be built right into the windows. Then - now this one I found crazy - the installer told us he was missing a few screws and couldn’t secure the top portions of the single hung windows. Pella installers can’t just keep a few extra screws in their truck - just in case?

Then we realized that the garden doors opened the wrong way - we’d asked for the door on the RIGHT to open and be the “primary door” not the door on the left - I double checked the agreement and the email communications specifying this to make sure I wasn’t mistaken before calling my sales rep to tell him about this mistake. He told me that I “must have called him at some point and asked him to switch the primary door from right to left” because he “would not have just randomly switched it from what we had agreed upon in the contract”. I asked if he had any evidence or even any recollection of this alleged conversation and he said he did not (because he was obviously lying to cover up yet another screw up). He reordered the doors so they would open the way specified in our agreement - but wasn’t apologetic about doing it - he acted as though it was a favour.

If everything had been made right the second time around I’d have given Pella 3 stars or maybe even 4 stars because the windows and doors themselves do look nice. However things went from bad to worse. The replacement doors arrived - they had no record whatsoever of the missing retractable screens and screws we needed AND - believe it or not - NEW pieces were missing as well. The replacement doors were missing adjoining pieces along the seams on both the inside and outside I was told - and some pieces were not stained as they should have been. The installer provided the installation manager a complete detailed list of what was missing. I’ve been dealing with 5 people at Pella - trying to get someone to come and install the missing parts - and every time I speak with them no one seems to have any record of what pieces are still missing. Every time I speak with someone there I have to give the same information over again and am asked to take photos of the missing pieces.

We paid a small fortune for these doors and windows (probably 10 times more than had we gone with less expensive options) and we went with Pella because we thought Pella was top quality. It’s not.

Finally we get an install date for the missing screens - I just want my windows and doors to be DONE - so I push the floor installation date forward to accommodate the date Pella gives me. I wait ALL DAY for the Pella installer to come - he calls me at 3pm and says he is knocking on the door but no one is home - I realize he’s at the wrong address - the company gave him the wrong address he says - I’m a block away, so I give him directions. He arrives and tells me that because of the “address mix up” he now no longer has time to install the missing screens and other missing pieces and we need to reschedule. I was livid. I call the company, they AGAIN ask me what pieces are missing and ask me to take photos of the missing pieces. All we wanted was what we ordered - nothing more, nothing less.

I was very pleasantly surprised with Sales Consultant Josh Kane today. He was professional, punctual, detail oriented and clearly explained the qualities of the various window products - the advantages and disadvantages of each of the window types, and he helped make my decisions much easier. I felt that I could trust Josh - he seemed very knowledgeable and he patiently answered all of my questions. I never felt rushed nor felt that this was just some "sales job". My first impressions of Pella Windows through my interaction with Josh is very positive, and I am now eagerly awaiting the installation of what I expect to be quality windows that I'll be very happy with.

September7/2019THE WORST COMPANY I'VE WORKED WITH AND THE WORST CUSTOMER EXPERIENCE EVER!
EPISODE ONE
I had contacted Pella one year ago to replace the windows at our cottage and it has been one big disappointment. Sale representative Herb Lee was very unprofessional and made a lot of mistakes.
This year I decided to give Pella one more chance and contacted him to order another window for the cottage. I was already waiting for something to go wrong as last time and decided to send our sale representative an email one month prior to the installation reminding him that scaffoldings would be needed to install the window. As expected; the installers (which were very nice and professional) came without any scaffoldings and I had to call around to find a local contractor that would rent it us a set.
During the installation it became clear that inside and outside trim was missing. After lengthly phone conversations with the install department and main office we found out that the trim required was not even ordered.
The installation team left and left us with an unfinished window. The local contractor told me that he will finish the outside work. I'm wondering who is responsible for all these mistakes that are being made over and over again.
It is absolutely unacceptable for your company to work in this manner and repeatedly make such amateur mistakes!

EPISODE TWO.
The saga with internal trim is developing. Today September 7th 2019, twelve months since I mentioned the trim was we are still waiting on the installation.
We are communicating with Florence Sharp but she is not of much help. Her answer to all of my questions and concerns is “I will talk with Martin”.
The installers finally showed up with one part of the trim, but the other part was not ordered. This is getting ridiculous and almost comical. Apparently they finally found all the parts and made a date to finish the work. I drove from Toronto to my cottage specifically for this appointment; and nobody showed up, no phone call, no apologies, NOTHING!
I am fed up with this horrible company, our next communication will be from my lawyer.

TATIANA MANOUKOVSKI

We had a great experience purchasing a new front door from Pella Bayview. Josh Kane came to our house within a week of our initial request, and was very clear and thorough in reviewing all of the options and helping us arrive at a selection. The installation took place about two months later, and went very smoothly. The installers were professional, and answered all of our questions both during and after very patiently. We're very pleased with the final result!

Jeff Provis was our salesperson. Ted and Roman were our installers. We had three windows and quite an elaborate door installed in our kitchen on August 6,2019. We were exceedingly pleased with the sales service and install. Ted and Roman did a great job of installing the products. It was a difficult install. Hard to manoeuvre in our congested Toronto neighbourhood. Clean-up was perfect. Highly recommend Jeff, Ted and Roman. Wendy Turcot and Brian Dourley

I called Pella to quote on replacing 3 of my Pella Windows. Their sales consultant, Katie Martin not only provided me with an informative quote, she helped me understand the windows more and that it may be more appropriate to service them. I felt like the company was really taking care of me, not milking me for money. Nice to see that there are quality organizations and people like Katie out there.

We decided to replace all our outdated front windows and doors both for efficiency reasons and aestethics. We chose Pella because of their renowned reputation for quality durability and efficiency.
Josh Kane our sales person brilliantly navigated us through the process of the myriad selections required to make a final decision. His vast experience and expertise made the choices and decision a stressless and comfortable process.
We were also concerned about the difficulty and disruptive nature of the installation process. Our installers were incredible! Paul and Ryan completed the job (which included the rebuilding of a two storey bay window) in only three days and pristinely cleaned up the site at the end of each day. Paul was particularly creative and even artistic especially for the bay window.
Thank you Josh Paul and Ryan