Pella Window & Door Showroom of West Caldwell

The first time I called this company I was given an appointment but had to provide them with my CC info at a later time. I left two voice mails and one email that went unanswered, but eventually got through and scheduled an appointment. The appointment was a month later, and as the time got closer they already charged my card but I hadn't gotten any confirmation for the appointment. I call to make sure everything is okay and somehow there was a mix up, I lost my spot. Very upset since I waited that long and because of their mistake I had to wait another two weeks since there were no available appointments. When the worker came he was efficient and friendly. Their worker measured everything, put in the order, and I received the shipment a month later.
Four out of five fit which is fine, one of them was just slightly too big. I call to get someone here to fix it and have another appointment scheduled during the middle of the week making me go into work late. Worker never showed up, can't get in touch with them for a week. Finally do get in touch and they're insisting he showed up. The only reason I caught them in a lie was because the worker said in his report there were no screens in while I put in four of them, the windows are right next to the front door so you can't possibly miss that. I believe if I couldn't prove to them their worker never showed up I would've had to fix the problem myself. They agree to reschedule a month later, new worker comes and fixes it in fifteen minutes. Again quick at his job, got it done right, friendly face.
I'd recommend staying away from this company, they are extremely expensive and have very poor customer service over the phone. The only good part about them is the people that come to your house, but it's not worth it for how long you'll be waiting and how much frustration you'll have to deal with if something does go wrong, and something will, I don't know how but they seemed to mess up on every turn for me. You'll also have to be home during the weekdays between 7am-3pm because that's the only available appointments they have.

I placed a $10,500 order for two glass slide doors to be installed in my home. Due to circumstances, I had to cancel my order. They first told me I would have to pay a restocking fee of $3800 which I agreed to. But then they decided I had to accept the entire order, no refund and no discount. These are not custom ordered but standard 8ft doors. Now the lawyers and judges get to decide the case.

Dont trust them.

I purchased a Pella front door set from Lowes several years ago. Pella of West Caldwell was hired by Lowes to do the warrantee work on their behalf. After five years the door laminate began to fade and raise slightly at the bottom of the door. Note the door gets direct sun 5 hours each morning. When I called customer service at Pella for suggestions how to repair the door they agreeded to supply a new door it for free. Since 5 years had lappsed I would need to pay a modest fee for their carpenter to replace the door. I agreed and gave the formen a check when the work was done. Two days later I recieved my un-cashed check certified mail. No cost at all to me. first class gesture and customer service from this business. We recommend them highly.

RUN away from these people. This Pella branch goes by the name of LUX Homes. Once they have your money, you have to play by their rules. I replaced all the windows and doors in my home at one time which was a BIG mistake. Had I known of the problems I would have after spending $24,000 dollars, I would have did a few windows at a time. It took me 15 months and $2,000 dollars in lawyer fees to fix the problems. PLEASE BE WARNED!!