Marvin Design Gallery by Mountain West Windows and Doors — Local services in Sandy

I have been hesitant to leave a review, since they did try to improve my experience, and since I assume at least part of my difficulties were caused by forces out of their control, but as time passes, I can't with good conscience not share the things that to me seem at best negligent, and at worst, purposeful shoddy work. We had a company completely overhaul our home exterior, but they didn't do doors so we came to pella for 2 basic steel doors. I'll be brief with the beginning, read the end for the nail in the coffin of this. We knew we were paying possibly double what home depot would charge, but were assured the quality was worth it and we had a necessary timeline since we were having siding installed with a vinyl door wrap and figured they'd be more likely to meet it. We later had to inform them we didn't want the 2nd door at all if they couldn't meet our timeline, but they got the doors in. (dented, no trim no hardware, but I was happy, they said they could just replace the panels). My amazing other company, Hanson's had to install brick mold, but the doors were at least in. Then started months of weird experiences. It wasn't the waiting that was a problem, it was the complete lack of organization and communication. They scheduled 2 separate appointments and though they didn't have what was needed when the appointments arrived, they still sent out the contractor with literally nothing to complete the job. He offered a single lock the first time, and brick mold for inside trim the second time. I was convinced they no longer knew what I ordered, and had no intention to deliver it. So I contacted Better Business Bureau. Miraculously this resulted in a pretty quick call and both an offer of a partial refund and a path to finishing. (I still paid twice what my brother paid Home Depot around the same time, even after the refund, just an fyi, but I was glad to not pay triple what he did.) They were having a hard time getting steel doors, and offered fiberglass, we accepted that and they installed them. Surprisingly, it took a couple more months for trim and hardware. The day they put in the trim and door hardware the contractor that I had now seen at least 4 times called and asked if I wanted the door locks put in, I said yes, of course, I did pay for them. He said “are you sure?” and I said yes, quite confused. He did a beautiful job on the trim, it isn’t what I ordered, it was so much better and it looked great. I was floating, everything would finally be done. I guess that is why I didn't question when he gave me six keys. or remember the red flag of his reluctance to install them. A few hours later I decided to test the locks and not only were they not matching, one was broken! They had to opportunity to completely redeem themselves, they could have even gone to home depot and bought the cheapest 2 door lock set. And I might add, I had called the coordinator before this appointment to make sure I wouldn’t have any more surprises. She assured me that they always install matching locks unless requested otherwise. Based on his trying to talk me out of installing them, I am certain they all knew what was going on that day. So when I called, completely shocked and upset, they assured me they would send the contractor right back. Instead they called a locksmith, which was surprising since I know how expensive they are and they break down locks, in my opinion they are not the ideal choice for a new install. So now I have matching keys, but different locks that don’t match (and they paid probably double for me to have this subpar experience…completely confusing.) I’m left with only questions. Who is running things over there? Why wouldn’t they have called and postponed the appointments, instead of just sending someone unprepared? (That is what made me believe they were either dishonest or incompetent.) Why, when you had the chance to finish strong, did you blow it because of an inexpensive lock,? I would advise you save some money and a lot of headaches and...

Jeff from the Salt Lake City Pella Windows Service Group fixed multiple problems that happened during the new window installation performed in December 2022. (or earlier during fabrication) He acknowledged the issues and fixed the problems that he was able to fix. Although, there are still outstanding problems(which I am pretty unhappy about - no trim ordered, new sashes needed, incorrect caulking around window trim...) Jeff inspired my trust that he will follow up with the appropriate group to resolve the remaining issues. I will update my review once all of the problems have been resolved. I waited patiently for ~10 months for the windows to be installed, so I am pretty disappointed that there are still so many outstanding problems. These are custom windows and were very expensive. Never mind that I have been paying for months prior to the installation. 2/20/23 Update: Daniel and Jeremy (Pella) installed the trim on the outside of the windows today. They removed and reapplied the caulking around the inside window trim that was a mess from the original install. They were great! They worked hard, cleaned up the area they worked in and were respectful of me and my house. I am waiting on 2 new sashes that had to be reordered because of install or fabrication problems, but I am hopeful that Pella will fully regain my trust and business once the sashes are installed in May. 6/2/2023 Bridger (Pella employee) installed the new sashes this week. He was professional, courteous and hardworking. The problems with the sashes (identified above) were resolved and the windows look great. During 1 of these installations the oil rubbed window latches were scratched. Bridger reported this to his manager and assured me that they would replace them. (within the next couple of months) Throughout the above mentioned window installation/fabrication issues I also worked with Ross (Pella emp). He was fair and understanding and apologetic about the ongoing problems. 2/6/2024 A Pella technician was here to fix another issue with my windows. I purchased the retractable screens for 3 casement bedroom windows. The screens snap into the lock, but they do not stay down. They roll up randomly on all 3 windows. Rudy Vasquez has been here 2 times - 1 to diagnose the issue and today to replace the parts that the screen moves up and down through. We decided to make this change on 1 window to see if this will resolve the problem. Rudy listened to the problem, was helpful, and believed me. (sometimes this doesn't happen) He made the recommendation to replace the parts on 1 window to see if that would fix the issue. He was a pleasure to work with, knowledgeable and thorough. I hope with the install of these new parts the random screen rollup will resolve the issue. Time will tell. Rudy has asked me to contact him if there is another issue, or if the other 2 window screens continue to be a problem. We will deal with the remediation next step in the future. Thank You Rudy. Latest Update: Mike from SLC Pella was here for the continued problem with the retractable rolscreen. He was extremely helpful and very invested in determining what was causing the problem. He explained that a rubber gasket probably needed some time to squish down enough to keep the screen down. The screens are better than when they were installed, but they have still unlocked and retracted with no one touching them, no wind, no reasons for this retracting. I have decided to keep the roll screens b/c I really like them but still have reservations. Mike was great! No complaints about him in anyway, but with all of the numerous problems (see above) I am not sure I would recommend Pella. Sad, bc the windows...

I rarely write reviews, mainly because I'm lazy, unless the experience was really negative or really positive. Well, Rick Andersen, who my husband and I had the pleasure to work with, went above and beyond our expectation, and so here I am, happily writing this super positive/detailed review for Rick at Pella. Because he is super worth it, (and probably because building a custom home is very stressful and I just needed to rant).

We started our home building process back in Oct/Nov 2020 and needed a 20x9ft multi sliding door. I got a quote from Rick back in November 2020. Rick was very knowledgeable and very responsive. We brought the quote back to our builder, and our builder confirmed that they will be ordering the door, not us. This was verified and confirmed by us again in Jan 2021.

Fast forward to June 2021, got a call from our builder, all the windows are in, but apparently they forgot to order this multi sliding door. Yay for a huge 20x9ft + hole in my house that is going to delay everything else! My builder then called me and said that they just called Pella and got a new quote for - get this - $12,000 MORE than what was quoted for me on the Nov 2020 quote I got from Rick. I was so shocked I think I must have blacked out for a couple of seconds there. We already paid for the steel beam on that wall for this sliding door, we cannot go another route, but definitely cannot afford this surprise 12k neither. My builder nonchalantly said he will call Western door and see what's the quote from there. I immediately picked up the phone, called Rick. Rick remembered my husband and I and a couple of hours later, helped us out with a new, much more reasonable quote - yes there is a 8-9% increase in price total, because it had been half a year since our first quote, but still a DRAMATIC improvement from the crazy quote our builder got from Pella (I have no idea who my builder talked to at Pella). It does suck that we are paying more for the door than we planned, but Rick definitely helped lessen the blow.

Rick is awesome at having our back. I was extra needy and would always be texting Rick with questions because I was still having PTSD from our builder dropping the ball on this door, but Rick was extremely responsive and patient and was always there when I needed him. On installation day, Rick came out and made sure everything went smoothly - The opening of the door were too wide but also too low for the window (sigh- dont get me started) but Rick, working with the main installation guy, figured out ways to make it work and stayed there the whole time until the installation was complete. Later on we needed some additional screws to be placed into the door, Rick went ahead and swung by our build and just installed the screws for us and texted me that it was all done. Whhhhat. He seriously went above and beyond his job description to help us. He is a perfectionist and it shows. My husband and I are SO very thankful for Rick. He is AMAZING at his job and if we ever, EVER need any other window/door, you bet we will be coming back to Rick again. So, if you ever come to Pella, do yourself a favor and ask for Rick Andersen. He will take care of you, just like how he really took care of us. We are forever...