Pella Windows and Doors Showroom of Austin, TX — Attraction in Austin

The windows are terrible. Our bills are the same, not lower. Our master bedroom is still burning up every morning. Recently, there's been construction for over 2 weeks on the road at the back of our property (well over 75 yards from the back of our home) and we can hear the equipment, the grinding of the gears, the beeping when they back up, the dumping of the dirt... your windows have done NOTHING to lessen the noise factor coming from the construction. All these things are promises YOUR company makes. All these promises are a million percent FALSE. Over the course of a year between 2020-2021, we filed complaints with Power Home Remodeling (emails, texts, phone calls) the company who installed the $62,000+ worth of windows. We submitted Flir photos (among others using different types of indoor/outdoor thermometers) of the temperatures of the windows during different parts of the day and different seasons during the year. We submitted electric bills showing no change in our energy costs.  PowerHRG  did what they could to "fix" our issues which included replacement of 1/2 dozen windows (months after the initial installation) and they added foam insulation to the master bedroom windows. Our lives were uprooted for a week, not once, but TWICE to try to remedy issues...time off from work, playing musical rooms with our pets, dirt and grime everywhere, loud banging all day, nails all over the driveway and yard, a scratched motorcycle by a careless construction worker who dropped a window on the back fender, and just constant inconvenience....TWICE!!! Power HRG even added a radiant barrier in our attic above the master bedroom (at OUR expense). Nothing has changed.

While the reputation of these high-priced windows may be good, the quality of the windows themselves is sub-par considering all that Pella "claims" they can do to lower energy costs, keep hot rooms cooler, lessen loud outside noises, and add value to a home. Right now, we're miserable. Your windows are doing NOTHING to help our energy costs or sound noise, and have only ADDED an additional $700+ charge to our monthly bills (not including what we have to pay every month for the radiant barrier).

We have done everything in our power to reach someone who will help us refinance, or take the cost of these poor-quality windows down significantly, or comp them altogether... To no avail. No one at Pella or PowerHRG seems to want to remedy this issue. So we will be sending this letter to anyone who will read it moving forward.

We will also be telling our friends, family, and neighbors not to waste a penny on these money-wasting windows. We'll also tell anyone looking to do home repairs, upgrades to their home, and who are looking to move to the area, NOT to waste their money on Pella windows!!  We will absolutely recommend purchasing a better or additional a/c unit to keep cool in the summer. We'll remind everyone that they're better off spending the money on an outdoor pergola to add some comfort to rooms that are hit more heavily by direct sunlight. We'll let people know that they are better off spending the money on a good surround-sound system to drown out any outdoor noises that may affect them inside the home. And we'll definitely tell them to explore alternative methods of energy conservation to help with the cost of their monthly electric bills, as opposed to spending $500, $600, $700+ per month on windows that do NOTHING to lower electricity costs.

In short, you've lost an excellent customer. You've lost our faith. You've lost our recommendation. You've lost any future business with us or our families and friends. We'll be taking over a 6,250 square foot home on 10 acres in the near future. That home will NEVER see a Pella window as long as it's standing.

If anyone ever asks us about our Pella experience, we'll gladly tell them the truth: Absolutely atrocious customer service. Horrible communication. Zero stars. Incredibly expensive. Waste of money. Not a single upside to purchasing...

I was given a quote in April & told that this would be a two day installation. I approved it & financed it, & it was supposed to be installed July 8-9. An estimator came for "precise" measurements, which were all wrong. He was creepy, & I didn't trust him. He was fired not long after. Windows were ordered. Only 7 were correct, 2 were missing. 1 was broken during install. 1 doesn't stay open. Mike came to re-measure. Pella said windows were reordered. They were not. I called several times, & after a few weeks, Mike finally told me they never ordered them because they were confused & needed to come measure AGAIN. I called the owner. This was on 7/28. He did not acknowledge or return my call. I called my sales rep. She said she would have the owner call me. He did not. I called again after a week, & got in touch with Mike & he told me that there was a problem with one of the windows & to make it fit, he'd have to shave off the brick around my window. I said they could not damage the brick on my home for a "custom" window & called the owner & my rep. The owner never called me back.Cara said windows were ordered. I also requested service on the window that won't stay open. I was told I would be contacted - I never was. Mike was confused about the 2 front windows & I resolved the problem myself. No one told me that all the other windows were lost or missing. I wasn't called about my 2nd install, & had to call to get a date. Install date was set for Aug 28th. Aug 29th - emailed a breakdown to the owner. No response until Sept 23rd. Only 3 of the remaining 7 were installed because the other ones were "lost". One was broken during installation. There were windows that were NOT mine on the truck, so clearly no one actually inspected the windows being sent to my home. 8/29, I was told I'd get a call when the product was ordered, after being told there was STILL confusion about the size of 1 of the 3 remaining windows. I was told I’d get a call that day when the product was ordered. I did not. I left a msg. The bedroom window was broken during install in Sept. The reason it was broken during install was that it was the wrong size. Only 6 weeks later in Oct when they came just to repair the broken glass did they tell me that The crew that came in Sept to fix the windows that won’t stay open did not bring the correct balancers with them 10/19/19 - crew came to install window. Despite knowing the window didn’t fit,they installed it anyway & it broke. In Oct, Ursula assured me I’d be getting a “significant” refund, & that my warranty would be extended to start on date the installation was finished. She agreed with me that I should not have to pay nearly full price on this job, & that profit built into the original price was not earned. 10/30, the owner said he wanted to come talk to us. He did not show up, or call to tell me he wasn’t coming. When I called to ask if he was coming, he was extremely rude, yelled at me & did not set another appt to even attempt to apologize. The last window was reordered in Oct. & the installation date was set for 12/21, at which time they said they would also send the service tech to fix the balancers & that they would repair the shoddy grout & caulk job done in prior installs (photos attached). I also sent photos of damaged trim, & trim that was installed completely improperly, creating water incursions & worse. I was assured that everything would be perfect, & that as soon as this was done, they would get me my credit & my new warranty date in writing. 12/21 - another full day of installation & repairs. When the crew arrived, they had 3windows with them - two of them were defective. One was not, & that’s the one that was installed. Following Dec installation, I spoke w/ Ursula, who again reiterated they were going to "make it right" & that I should not have to pay full price & that she'd speak with the owner. I told her what I expected in terms of a credit. As of January 7th, I have never been...

This was the worst customer experience that I have EVER dealt with. Most of all the problems began when I was already locked into the contract. I dealt with 3 different employees and every single one of them told me they were going to do something and never did. If I wanted to move forward with my project, I had to reach out them and start asking questions. The first time I contacted the owner, Anthony, he told me that he would take care of the problem, but still did not get it right. When installation day was approaching, I was told that I would be getting contacted a week prior for confirmation and installation details (information such as, what time the crew would be showing up, the length of time that the project would take, what is the company’s safety protocol regarding Covid, etc.) No one ever contacted us, so I reached out again to the owner Anthony. We were so frustrated of the lack of communication and organization of this company that we even asked about cancelling this project. I got a response from Anthony saying that we could cancel, but would lose our deposit, which was half the cost of our project. He had no empathy and did not try to make us feel better about moving forward with this project. He also said that we are confirmed for installation the next day and should be getting a call from them either that night or in the morning. Well again that never happened. The installers just showed up at my house in the morning and we were not ready for them. We called Anthony over the phone and expressed our frustration with every single step in this process. Again, he acknowledged of ALL the mistakes that his company made and said that it should not have happened, but did nothing to make us feel comfortable moving forward or fixing the company’s many mistakes. We were locked in with the contract and could do nothing about it. I have never dealt with a company where so many things went wrong and all I get is this, “I agree with everything you say and have counseled my group on your issues. We have no excuse for missing the boat on this”. I felt that once they got the contract signed and the money was transferred to them, all the customer service went out the window. I do not recommend using Pella for your home improvement project unless you like feeling getting taken advantage of and managing everything yourself. The only positive about this whole mess were the workers who installed the windows. Anthony lists his core values as “Be kind, Play your part, Always solve the problem, communicate quickly and honestly, and finish what you start “ in his signature, but doesn’t seem to demonstrate understanding as to how to apply these to...