Pella Windows & Doors of Naperville

Tried to set up 2 appointments to get an estimate on a new front door. First time was a no call no show. The second time we got a confirmation for the appointment along with questions about what we were looking for. Then once again it was a no call no show.
Dec 3rd, 2023

Jeremy Roark was our salesman, located in the Chicagoland area. Pella was the fifth window/door company that came to our house. We met with so many because we were looking for three things in a new patio door. First, that it matched the 75" opening we had, second it had a wood frame around the glass so we could stain it the color of our interior doors and third that it was a French style door. We told Jeremy this and we had several companies here already. Jeremy proceeded to tell us, Pella had a standard size of 75 that had the wood we wanted but not the French style door. I asked if it looked like a regular sliding door or if it had a thicker amount of wood around the glass to look more like a French door, which is what we have. He said yes, it will look just like what you have now but be a sliding door. He showed us a picture of it. He gave us the price we liked and confirmed that was the price for the exact size 75" door, the unfinished wood and the sliding door that looked like a French door. He said yes, and then we said yes. We paid in full that day. When the door showed up it was not 75" and did not look like a French style sliding door but just the standard looking door. We refused the door; spoke to a manager who said she'd call back within 30 minutes. (Which was a lie, it's been 2 days now and she hasn't called back.) I called Jeremy and left a message. A few minutes later the installer tells me that Jeremy is driving right now and will call when he can pull over. Fifteen minutes later Jeremy called, apologized for the delay, said that he was in a meeting and had to step out to make this call. (Who lied this time?) In the conversation with Jeremy, of course he denies what we said. I explained we are having a hard time believing anything you say at this point. He said he'll talk to his people and get back to us in 15 minutes. (Another lie, its two days later and he hasn't called.) What's very odd on top of all this is that we pull up our receipt while the installer is with us, because he wanted to see it to show us we ordered the door he brought and nowhere on our receipt did it say the dimensions of the door we bought. Which the installer said was not normal; he was surprised it wasn't there. Two days later nobody has called, texted or emailed us about what they are going to do for us. Or how we are getting a 100% refund and when. We have heard NOTHING from Pella until this survey text arrives.(I replied to the survey with this explanation) We sent Jeremy an email explaining ourselves again and asked for a refund but still have not had a reply to that email. It was very obvious, that Jeremy pulled a bait and switch on us! We are not impressed and will never refer people to Pella. Actually, we will tell people our story even if they are not interested in hearing about it. The public should know what a sham and deceitful company Pella is. Update: It took well over two weeks for anyone from Pella to call us. Finally, Jeremys Sales Manager, Marcy called, this is after several calls and emails to Jeremy and to Pella. Marcy agreed to give us a full refund and said the check will arrive the week after Christmas. Its now Jan. 11th and still no check and no call from anyone from Pella letting us know when the check will arrive. I have called Pella and left messages for Marcy and still no response! Here is another employee whos a Manager that lied to us! When will the lies ever stop with Pella? Please NEVER use this Company for any of you needs. Update: Finally, after several attempts we receive an email from Amy Roling, Pella Customer Support Supervisor, telling us we need to sign a piece of paper, scan it in and email it back to her for a refund. Then it stated it'll take six more weeks. So Marce, the Sales Manger, had no idea what she was saying to us or they are giving us the run around. Either way, Pella is even more deceitful than I first imagined. We have had two mangers and a sales rep lie to us. I'll be back when/if our refund ever shows up!!
Jan 20th, 2024

Pellas customer service is TRASH. Our project manager Heather Bagley will not return our calls despite her promises to do so. There are some items we requested from DAY ONE, over a YEAR ago that pella is trying to skip on fulfilling. Our sales guy Larry made some promises that now the fulfillment folks are trying to ignore; very simple things like matching keyed doors. Their amateur installers chopped up our siding and we were promised a fix with new hardware but that hasnt happened in over 5 months. Pellas wait music days they obsess over the details they must mean they obsess over how to piss their customers off after taking their money by IGNORING the details. I wouldnt recommend Pella to my worst enemy. Look elsewhere, the aggravation and constant disrespect for the money youre paying is not worth it.
Nov 2nd, 2023

Pella has come out to install my 4 hidden screen windows 7 times and 2 of them are still defective. Customer service has been terrible, tons of unreturned emails and phone calls over the last year. Their internal ticketing system is such that no one we talk can ever see any information on our installation. We have experienced a lot of frustration being bounced around from sales, to installation, to service, all of them determined to pass the buck. At this point I don't think there is a solution, and Operations Director Shawn Bell made it clear that we had little options outside of legal recourses. Do yourself a favor and avoid Pella Chicago at all costs. They are worst construction contractor I have ever dealt with. Installers have tried their best, been courteous and professional. Manufacturing quality has been awful and management couldn't be worse. Services: Window installation, Custom windows
Oct 31st, 2023

Upon ordering a door from Pella, they neglect to inform their buyers that their doors aren't Pella "Supposedly" they no longer make entry doors. The sales reps proceed to give their loyal customers the run around till confused. The door we ordered has been nothing but a problem, between the hardware and glass panels (supposed to be privacy glass but was as clear as crystal) when the representative came out with the privacy glass panel replacement it was the wrong color door and it was too big to fit, the only thing that was correct was the glass. When the door was installed the hardware didn't even fit and had to be ordered several times over just to get it somewhat right. Finally, when trying to get a hold of someone to help with the separation of glass nobody answers or they keep shifting you to different people to the point you just hang up out of frustration. Our door is less then two years old and now they're telling us we need to replace it. Service: General door installation
Oct 7th, 2023