Pella windows suck
The numerous problems we have had and continue to have with our Pella windows began before we even moved into our new home in August of 2006. The windows were very hard to open and close, some so bad that someone elderly would not have been able to open and close them at all. We contacted VerHalen, which is where we purchased the windows, and they promptly sent a repair man. He examined the windows and measured the openings and said the windows were installed properly and replaced the springs on the windows with the problem. The repair man commented that others had the same problems on the taller windows, which is the style of the majority of the windows we had purchased. While it did improve some of them, others remain very difficult to open and close.
We also had problems with the locks on the double hung windows. The top sash drops down when the lower sash of the window is open and we could not get the lock to engage. A repair man from VerHalen came out and said this was also a problem. I believe he said he could adjust the springs but it would again make the windows hard to open and close. So he showed me how to take a putty knife, wrap it with a cloth, and use it to “pry” up the top sash while turning the lock. Pella did design a new lock and all of the locks were replaced. The lock is designed with a point which grabs the other half of the lock and helps to push up the upper sash. It did help the matter, but some windows still drop down to far, so we keep the putty knife handy. This should not have to be done, as it creates a large possibility for damaging the wood.
We also continue to have a problem with noise. To the best we can conclude, it seems to initiate from the grilles in between the panes as they “rattle” on windy days. Again, Ver Halen sent out a repair person to take a look. We had already taken off screens prior to them coming out and that was not the source. They tried to tell us it was our soffit, but when they were there, we took out the grilles and the noise stopped. So they sent out two repair men and again, as for previous visits, I had to take a day off of work for them to come. They went around on all of the windows and placed plastic strips over the weep holes in between the panes to stop the air from infiltrating. That did not help and the wind actually blows out the strips at times. They came back, (another day of vacation required) and placed what looked like electrical tape over the plastic strips, and that did not work. So it was suggested to remove the grilles which would totally change the look that we desire and was an absurd suggestion.
We were told others had the same problem and another solution of rubber bumpers was suggested for the grilles, but it was tried at another location and did not work. As you can see by the e-mails, the issue was not resolved after we dealt directly with Pella engineers, who seemed to come up short on a solution as they finally stopped returning our calls.
The worst and most serious issue is the frost. The frost does not form on the glass at all. Frost forms where the screws hold the plastic side jams. It forms on the wood. It forms where the bottom sash meets the sill that is not sealed properly.. It forms where the two sashes meet. It forms where the top sash meets the top of the window. And it also forms on the casements. We have dealt with Ver Halen and Pella both and neither has found a way to fix the noise or frost problems. There is a serious problem with air infiltration on these so called “Energy Star” windows.
We had storm windows custom made late last winter at our own cost. While we did not get them until after the very cold spells that we experience the worst frost, it did seem to cut down on the frost and the noise. However, we would not know the total effects or possible benefit for sure until we come up on very cold days next winter.
Pella has agreed to pay for storm windows for the entire house, however as you can see by the e-mails, they want us to sign a release. We feel strongly that we should not have to sign an anything. While storm windows may help to better the problem, we built this house to be as maintenance free as possible and the necessity for storms on so called “Energy Star” windows does not fit into the maintenance free category. We have about 40 windows, some of them large and believe me just the few we did buy were a hassle to take off this spring. Storms would also create 40 more windows to wash and put back on in the fall. And as we get older, the task will get even harder. We just finished installing the storms that we did purchase, and those few alone are a lot of extra work. We did not sign up for this when we bought our “Energy Star” windows. When asked if they offered screen/storms when window shopping, we were told the windows were so efficient that Pella does not make them, because they would not be needed.
We are not engineers but can see that these windows are not properly constructed to keep out the cold winter air. There is no insulation at all behind the plastic side jams, allowing cold air to flow right into the house. As we sit next to the windows in our office while attempting to work at our desks, we do actually feel the cold air and have to move away from the window. The draft that comes in where the sashes meet has actually blown out a lighter. The frost gets so bad, it is damaging the wood on the window sills and also causes mold to build up on the wood which is also damaging the wood.
We have been patiently working with both Pella and VerHalen for nearly 4 years now and they have not fixed the problems. While I no complaints about VerHalen’s customer service as they were continuing to communicate with us, I am not happy with Pella as the person we were communicating with just stopped doing so. We made a final attempt to resolve the issue with the letters dated 8/12/09 and 9/8/09. We are aware of others in our area with the frost problems with their Pella windows. At this point we are so terribly frustrated, angry, disgusted and fed up that we feel we should get a full refund for the cost of the windows and Pella should pay for the cost to install new windows that are truly “Energy Star” windows
