Reviews of Pella Windows and Doors of Haverhill (Contractor)

Nathaniel Nelson

Updated on 7/31/19: I recently purchased 3 front doors from the Concord office, which resulted in my order being handled by the Pella office in Haverhill, MA. The ordering process was straightforward and easy. Unfortunately, my experience working with Pella went downhill following the initial installation. The installation technicians were wonderful. Initially, the wrong color door and sidelights were installed at my house. This is despite having 2 separate quality control representatives confirm our order prior to the technicians arriving. After multiple calls to the Haverhill office asking to speak with the manager and then waiting a few weeks for the proper door to be manufactured again, a new door and sidelights were finally installed. This time, however, one of the sidelights that was installed with the new door had damage to it. Again, it took multiple calls to the office to even receive a call back. The manager agreed to order a new sidelight and offer me some money back (this was a nice gesture and much appreciated). However, after waiting a few more weeks, a new sidelight arrived but this one was ALSO damaged. I immediately placed a call into the manager and it took multiple calls both to the local office and the corporate office to receive a call back - this time from an assistance manager. It has now been two weeks since and I have still yet to receive any confirmation on when the new sidelight will be installed. This is after periodic calls and texts with the assistant manager. His response each time is that he'll have more information soon. I am at the point of wanting to return my entire purchase. I would strongly urge future customers to consider their choice as not only has the customer service been terrible after taking the order but it appears that there is limited quality control at the warehouse and local office. The only positive is that the installation technicians have been very nice and professional. I wish I could work only with them. The only reason it is not a 1-star rating is because the technicians have been great. Definitely get quotes from competitors. Updated: Since posting a review, Pella's Corporate Office has assisted with getting the product ordered installed. I am pleased to report that the product has been scheduled for installation.

Sam Stuart

Measurements often go wrong and installation/construction drags out sometimes. It happened to us too. The initially estimated 5 day project dragged out to 5 weeks then 3 months and still waiting the project to be completed. Not only the measurements were off, they were also ill equipped for some of the work and had to reschedule installation and wait until their busy list becomes open again. The communication was chaotic, nobody new exactly what was going on and I could not receive timely/straightforward responses. It seems that there is a disconnect between the company, the sales person, the installer, the installation manager, the scheduler and the customer service. Nobody really cares or takes responsibility or charge of the entire process and at the end of the day the customer is left behind. I literally had to beg to get the work done multiple times to multiple people and 3 months into the (initially 5 days project) still waiting for the completion of all promised and payed for work. If you want windows installed in your life time and preserve your sanity and dignity do not contract with Pella Windows and Doors Haverhill MA. There are plenty of others on the market.

Mary Pelkey

Your Pella rep, Ben Killary, in a professional manner, was most helpful while assisting us in selecting the right Pella product for our home. Many thanks.

Ryan Turner

My go to window supplier

Allison Pena

Our window was installed incorrectly and now no one will help us. Sales guy we worked with has turned on us and is unhelpful, condescending and rude. As first-time home owners, we went with Pella as a trusted brand, but dig a little deeper and you’ll find reports of poor installations, faulty/leaking windows, even class action lawsuits. Go with Pella and you’ll be left alone in the dark with an overpriced piece of junk.

Tejas Baxi

Absolutely horrible . Wish I had seen the reviews before using these folks. We spent over 13k for new windows. The windows are beautiful but the overall install experience is horrible . If your project is large enough to not get completed in a single day , you could be in a situation where your project will get rescheduled for weeks , even months with no prior notice in many cases. Our windows were scheduled to be installed on Oct 23 .. that day the installers were supposed to turn up between 7-9am and ended up at 9am . They could complete 4 out of 5 windows and promised someone would reschedule the next day and the job would be done in the next few days. Next day , no one called . Calls to the Pella office kept going to VM . The sales guy ( Tim ) answered the call and promised to follow up and never did . On the second day , we finally got through and we’re told that they had no one available for 2 weeks. The full cost had been charged in the meanwhile . When I asked a supervisor to contact me , I got a call from a guy who was a joke . He told me that the contractors did not bother to send updates and he wouldn’t even know if a job was not completed for several days . He asked me for help in improving his process .. ( imagine that) .. then cried about how difficult this job was and how he was trying so hard. Promised to call back with updates and never did . On the two week install appointment , no one turned up . Once again phone calls , VM , Sales guy Tim .. you get the idea .. towards the end of the day , a short VM that we are rescheduled again. I literally resorted to texting Tim Friday night to get the contact details of someone who could help . I have emailed them but as expected , no one followed up. If this is what you want to go through , try Pella otherwise stay away .. no amount of nice windows are worth it . I am considering a lawsuit for the agony they have caused . --Quick Update. You may have seen their response below. Here is what happened. I called their office again. The person picking up the phone claimed that she never got my voice mail. I talked to the Operations manager who hadn't been fully briefed on the matter and seemed surpised that I should be so upset at the window install being rescheduled. She told me to give 2 her hours to look into this and get back and that was 4 hours back. I do not think that you can do any worse with Lowe's , Home Depot , Renewal by Anderson or any other contractor for that matter .

Nate Chatigny

Worst, worst customer service I have ever received. If I could ask them to remove the windows I would. Agreed to price and specs on July 25th. Signed contract that day. Windows were measured twice, two different appointments. Installation started on Sept 5th. I was told at 2:30 in the afternoon on installation day that they do not have the right trim or J channel to finish the job. Our installation team member will contact you. 4 days later I had to call in to them to get an update. I was hung up on the first time then finally got through. The woman that answered the phone had just gotten the order for the J channel and interior window trim. After voicing my concern that I now live in a house that is unfinished and have no blinds and would like to see someone finish the job reasonably soon. I was offered October 10th. I told her that two months from now was not an option and she told me she had Sept 24th available. So 61 days later I might have my windows done. MY issue with them is I had to do all the calling. I had to ask them to fill me in. I had to beg them to make an exception. Meanwhile there is not a finished window or blind in my whole house. Very poor consideration for the customer and terrible follow up. I would never recommend this company. They run their schedule when it is convenient for them. Excuse for everything such as: The paint guy can't paint super white until next week, or the J channel has to be ordered. Does not matter how much you have paid or how much you are inconvenienced. I am sure they will expect there money and be non apologetic when that time comes.

Kerrie Densmore

From the initial sales visit, ordering process right through to install - we could not be more satisfied with what we chose. From start to finish, 100% satisfied! We absolutely LOVE our new Pella front door and storm door.

Chris S

Installation was a horror. Dan the Project Manager was rude as could be, the Installation Manager had nothing but excuses. Did not install my door properly, insulation is sticking out the sides of the door, the transom window was ordered incorrectly after measuring 3 times. It was a disaster from the beginning, not to mention they left my house without even putting on a door handle. But to Dan, the job was complete. What a joke....$9200 and this is the service I get?

Sharon Moughan

Josh Paine has been great to deal with. We have done 3 projects with him and we love our windows and sliders.

William Ladd

Nice people. Thorough & prompt accounting of delivery. Signs on Hilldale Ave make finding easy

Susan Cox

So far, not so good. My date for measuring the windows was pushed out. Now my installation date was just pushed back by a month, supposedly due to factory delays. If I knew it was going to take so long, I would not have ordered from them. Reading some of the other reviews here is not making me feel good. Cancellations due to snow?? Yikes, I specifically asked about that and was given reassurances that this wouldn't happen. Sadly, I am starting to have a bad feeling about this. If by some miracle I am satisfied, I will update my rating accordingly. Update: My windows were installed. The installer was awesome. Windows seem decent. Upgrading my review.

Melanie R

There were red flags from the consultation. The consultant lied about the end-date of a promotion to try to be sure I would sign a contract before his sales month ended when the actual end-date was over two weeks away. The week before a 2-day install appointment, I received a call stating that the install would take 3 days. I rearranged my schedule and took another day off. Less than 24 hours before the scheduled start day, I received an email confirming my installation date for 2 months out. When I spoke to Pella, they said that one of my windows (the job was for 2) would not be received in time. I can't believe they are so uninformed that they didn't know a week prior that the second window was going to be a week late. So now the job is back to two days instead of three, I'm off a day without pay that they won't be here, I've already moved all the furniture out of the room that now won't be worked in, and they arbitrarily picked a day to reschedule without consulting me or letting me know until I contacted them. And no one at Pella has a care in the world about the trouble their lack of attention and lack of respect for my time has created. Stay away - the Haverhill shop is under Pella of New England, so just stay away from all of them if you're in New England. Update 11/20/18- Today was the day this job was rescheduled for the second window. I took another day off from work, moved all the furniture out of the room (again) and got a call at 8am that they were cancelling because of a couple inches of snow (school isn't even delayed). This storm was predicted days ago and I was never told that they wouldn't work in the snow. More proof that customer experience is meaningless once they have your money. Update 11/28/18 - I reached out to Pella corporate on 11/20/18 to request assistance in the matter above. This is the response I received today (8 days later). Clearly, the apathy regarding customer service starts at the corporate level: Response From Pella Customer Support (11/28/2018 07:40 AM) Melanie, Thank you for contacting Pella Corporation. I am sorry to learn you are experiencing difficulties with your local Pella Windows and Doors store. According to our records, installation for your window has been scheduled for Wednesday, November 28, 2018. Should you have additional concerns, please let me know. I would be happy to follow up with the appropriate team to further address this matter. Again, thank you for you contacting us. Sincerely, Kasey Correspondence Specialist Pella Corporation Update 11/29/19 - The second set of windows was finally installed yesterday. I'm attaching a picture of how the factory left the seams on the frame. On all six seems of a three window unit -the foam is ragged, uneven, and already filthy, so now I have to wait for a service person to come out and see if they can fix it. I have 7 other windows from Pella, and this is not Pella quality.

alan gay

I have been using Pella products for two years now and am very happy with the product. Josh Thorpe and Paul Corsetto have been my representatives on separate occasions and I can't speak highly enough about their dedication to the product and especially my window and door needs. I look forward to furthering my relationship with Josh, Paul and Pella.

Mary Wallace

Delivering with a 53' trailer can be challenging, especially with 4 wheelers parking in the same lot! Clean facility, friendly people...3 stars due to parking situation.