Pella Windows & Doors of Topeka - Lawrence, Kansas

John S.

We have a wood frame window that needs to be replaced as the frame was not sealed when it was installed, which resulted in the wood deteriorating until it has split and broken.

We called the maintenance department in May and they sent someone who told us what the problem was, and promised to have a written quote for a replacement to us within a week. However, in spite of repeated calls to the store and leaving multiple messages for the "maintenance coordinator" we have yet to receive a quote or even a return phone call after more than 3 months.

When we have spoken with anyone (typically from sales) we are told that they are all tied up in Wichita. However, if this were known then why would the original technician promise a 1 week turnaround on the quote?

In conclusion, I highly recommend that anyone interested in Pella brand windows or doors to look elsewhere as this business does not appear to be interested in providing service for their customers, or even returning their phone calls.

*** FOLLOW UP ***
Around the end of October I saw the feedback from Pella on this review and sent my contact information. Shortly afterward I received a call from Austin who apologized for the issues I had been experiencing and offered a replacement window sash at no cost to me, provided that I were willing to handle installation myself (which I was).

On 11/28 I was contacted to schedule delivery, and received the window on Thursday 12/1 in good order. After staining and sealing the wood with polyurethane I installed the window without incident or issue.

While my initial experience with the local Pella store was lackluster, I appreciate the parent company's follow-up and am satisfied with the resolution.

Jer

The windows are alright, they were here when I bought the house. However service is poor. Have to call Wichita and deal with repairs person 150 miles away, they send wrong part, don't use own service people, they contract that out. There is a Pella store 20 miles away, they won't do service- they just sell. Now I have paid for the wrong part, windows still is not fixed. They claim they will send a Pella person out to measure in 2 weeks and then order part. This is a hinge that needs replaced, they have all info from original purchase. The contract person knew what part was needed, they just sent a left hand side and should have been right hand. A real mess dealing over phone and local store 20 miles away is no help..

Jacob F.

Pella's Kyle Simmons did a wonderful job taking us through the process of buying new windows for our home. He was very thorough in explaining all the different products that Pella had to offer. He walked us through parts of our home and explained how different products would work in our home. Kyle was very friendly and respectful. I would definitely recommend him to anybody looking for new windows.

Diana E.

The salesman was very nice when I purchased my windows, that didn’t last. After installing my expensive windows, I called my salesperson with a question, to find out he wasn’t so nice anymore. I was told if I could not remove the third window and packing to get my mini blinds to work it would be a $200 trip fee. A few months later my windows had condensation running down them, no one could explain. These windows are wood on the inside and I had to put towels around them, and my carpet was still getting wet. Pella finally sent a rep out to look at them, after I made many calls to pella. The rep ran test in my house, all test were normal, the rep said he would get back with me. That was almost a year ago, pella no longer returns my calls.

Jessica M.

Extremely poor customer service! we wanted quote to replace 14 windows when the guy arrived the first thing he did was inform us with how unhappy he was with the information we provided him. (This is our first time buying windows so I didn't know I needed to inform them of every single detail in the appointment box). He then starts by asking questions about what we want while providing us with very little information about the product. He can tell I'm getting very irritated so he starts to measure. I ask him about discounts.. his response was they could do a percentage off the purchase price (this was a lie since we could only get a discount if we paid over 20k up-front and not if we chose to finance). When he's finally done measuring he goes to grab his stuff and leave. I ask him if he has a brochure since I still know absolutely nothing about the product I'm getting. He doesn't have one. Grabs his stuff and says he will send a quote in 2 days. He knew we needed high energy rated windows in our bedroom and he still only informed us of their cheapest model. We were told the appointment would be 60 to 90 minutes (he was out in less than 30).
Customer service is extremely important to me! And this company could care less about their customers unlike Renewal by Anderson. They have great customer service, great product and will go the extra mile to male sure you are extra happy. We saved 12k in discounts and we were still able to finance.

Mike O.

Had 10 Windows installed in December. Love the Windows. Can not hear any outside noise and no cold air coming in. Kyle Simmons was the sales representative and easy to work with. Very knowledgeable about the product and answered all questions I had. Wish other sales representatives and companies were as easy to work with like Kyle Simmons and Pella.

Luis V.

Excellent service from salesman Phil Weaver with Pella. Phil was very knowledgeable with the products and was able to speak to the different options available. He showed up on the install date to check on progress from the installers (PDQ Construction) and was able to answer any questions we had. PDQ did an amazing job on the install and the crew was very professional. A+ work, Thanks!

Sheryl N.

We are very pleased with our service with Pella. Although it took a while for the product to arrive, that was explained prior to making the order, due to production delay with COVID and all. Installation went well, very friendly, prompt and well trained workers. Even with unexpected rains, they were prompt to finish the job within the same week. Excellent products and service.