Hello. I am Melissa, a first-time home owner in Lexington. Everything you are about to read is about Pella products sold and installed by Pella. The branch in this area is Pella Windows & Doors of Central Kentucky. Nothing was done by a third party.
The cost of this project was $38,730 for 18 windows and one door. The installation was a five-day installation from August 26–30, 2024. I knew there were problems by the end of the first day, but was unable to get the installation to pause or stop. At the end of installation week I took another week off work to document problems. I sent this documentation to the corporate Pella office with a request that my the money I had already paid (half of the total) be refunded.
I am writing this four months later, still waiting for a refund. All the windows need to be re-replaced so I need to hire a different company.
I did not expect white glove service with an artisanal carpenter to show up to my house for this job, but I did expect some level of competence and care. Instead, Pella did the wrong type of window installation and damaged my home.
As for the back door replacement, and I can’t even describe how that turned out. You simply have to see the photos.
And here is my horror story…
1. Understanding full frame window replacement
3. The Kentucky version of full frame replacement
4. What is going on with the upstairs windows?
6. Wow… that’s not the way I would have done it
7. What the hell happened in the front room?
8. Replacement of the back door