Pella Windows & Doors of Franklin

D.J. Arellano

3 months ago

We selected Pella expecting a premium product and professional installation experience. Unfortunately, this project has been one of the most frustrating contractor experiences we’ve dealt with. Our project was paid in full in January, yet months later the originally contracted work still remains incomplete. Since installation, we have dealt with repeated delays, lack of follow-through, poor communication, and constantly shifting expectations regarding what work would actually be completed. The most disappointing part has been the communication. Nearly every update required us to proactively chase down answers ourselves. Weeks would pass without responses, and commitments were repeatedly missed or postponed. Most recently, after another delay, the installation team appeared unclear on the actual remaining scope of work. To be fair, the individuals we interacted with were generally polite when reached, and life events happen. However, professionalism is measured by how a company communicates, follows through, and resolves problems—and that is where this experience fell far short. For a company operating at this price point and reputation level, customers should not have to spend months trying to get contracted work completed after payment has already been made in full. I sincerely hope Pella improves its project management, communication, and post-installation customer service processes, because our experience did not reflect the quality or professionalism we expected.

Courtney Christian

2 years ago

Our overall experience with Pella Windows of Franklin was seamless from start to finish. We had a great experience with our sales rep, Nicole, who helped us make confident design and finishing touches decisions , making sure that we were aware of options and providing helpful suggestions when needed. She was also available to meet with us on a day the showroom was closed. Johnny and the rest of the prep team walked through every step of the installation process while they did measurements. The 3 day installation was remarkably smooth and painless. Axiel, Yan Carlos and the rest of their team were friendly and cleaned up meticulously as they worked. They were able to answer any questions that came up on-site. I would highly recommend Pella of Franklin to anyone looking to upgrade their living space.

Rev. Donna Michael Music and Messages

3 years ago

We TOTALLY loved our experience with Pella Windows & Doors of Franklin! Our sales representative was extremely kind, knowledgeable, professional, and really an expert at what she does. The installers were very careful, considerate, and also cleaned up beautifully. They had extra work to do, given the age of our house, and they did a great job! We highly recommend them! See photos of the largest window, specially made.

MIchael Butler

a year ago

I had the pleasure of working with Daniel Stewart from Pella, and I couldn’t be more impressed with the experience. Daniel showed up early to our appointment, which was a great first impression. He came fully prepared and immediately got to work evaluating my home’s window needs. What really stood out was his attention to detail. I have several very unique custom windows, and Daniel took the time to carefully measure each one, ensuring accuracy and precision. He explained the process clearly and made sure I understood my options without ever being pushy. Daniel provided a fair and transparent quote that reflected both the quality of Pella’s products and the complexity of my project. It was clear he knew what he was doing, and he made the entire process feel smooth and stress-free. If you’re considering new windows—especially custom ones—I highly recommend reaching out to Daniel Stewart at Pella. He’s professional, punctual, and genuinely cares about getting the job done right.

Kenzie

2 years ago

I'm fully expecting to get the cookie cutter "sorry you had a bad experience, here's a random email to reach out to" response on here because customer service really is that bad but I hope I can save at least one consumer from a nightmare experience with a $17,000 bill attached.. We decided to used this company based on company reviews, but it was such a huge mistake. We had our front door and our backdoor replaced and it was an absolute nightmare.. please reconsider using this company. The original group that came for instillation did such a horrible job. There were cracks through out the door jam, they drilled an extra hole in our front door because they put the handle on wrong, the casing was the wrong size on the backdoor leaving the foam exposed, they didn't seal the front door, they left our yard an absolute mess, I could go on and on.. then when we called to see what was going on, they said that they would replace the front door that had the hole drilled in, and fix all of the other damage.. we asked for some sort of compensation for all of these inconveniences and they said they would negotiate once the job was completed to our satisfaction. Weeks went by with no communication on when we could expect our new door along with the repairs to be made so our doors were kind of just left unsealed, hole in the front door, and the casing looked like garbage for weeks. Finally, they came out (after we reached out to them for an update) and replaced and repaired the door, which took 4 more hours so you can see just how much was wrong.. my husband called twice and they still have not offered any compensation or so much as an apology for such a horrible experience. We feel so incredibly taken advantage of for how much money we spent and thebtime that we took off of work for them to install twice, will probably go to the better business bureau next. All that to say, I'd use a different company. Quality work and customer care is not guaranteed here and for how expensive they are, I'd like a guarantee!