In May 2012 we met with the sales rep to get pricing and order a sliding glass door. We ordered the best vinyl door they made (the 350 Series). The installation date was scheduled for July 2nd. In late June we got a call from the sales rep that due to production delays, the install date would need to be pushed to July 17th. On that day the crew showed up to remove the old door and install the new. Progress was going well, but taking longer than expected, but I believed this meant they were doing a good job. However, the owner of the contracted crew decided to leave for another job, taking the truck and trailer with the tools. So the remaining crew had to run to Menards 3 separate times and also had to use my tools since they no longer had access to the trailer. Seemed odd and unprofessional. Once everything was done, or seemed done, the guy who was left in charge and seemed very knowledgeable told me he couldn't get the door to lock so he cut me a piece of wood to put in the door and said they should be able to get a certified Pella Technician out to fix it the next day. I didn't like the idea of it not locking, but if it was only one night, I can handle that. After not hearing anything for 2 days, I call my sales rep. He then tells me it will take 2 weeks to get the replacement part. Unacceptable to have a non-functioning door for two weeks that now becomes a security issue. I couldn't believe that for the price I was paying they couldn't expedite the resolution. Finally, two weeks later the service tech shows up with a replacement part, and he also is unable to properly fix it but makes a temporary fix which I appreciated the fact I could now lock the door. Another two weeks go by and I hear nothing so I call and they say that the part the tech was saying we needed doesn't exist and he will need to come out to take another look. He gets here a week later and determines the install wasn't properly performed causing the door not to latch. It seems like they work in increments of two weeks. After another two weeks the original crew comes out to try and adjust the door. I was hopeful this would solve the issue. NO LUCK! So another two weeks go by and the service tech comes out says he thinks it is probably a defective door. At this point I am annoyed it took so long to come to that conclusion. I finally contact the supervisor of my sales rep, expressing my dissatisfaction. He says they will go ahead and replace the door at no cost to me. I indicate I should be compensated for all the time I have wasted in dealing with this and taking days off work to be here when the construction crew and/or the service tech stop out. He says there is nothing they can do since they are fixing the problem. In my opinion, time is a serious factor of customer service and they failed miserably. It now takes over a month and a half to get a new door. Part of this re-install was that I said I was displeased with the owner of the construction crew leaving the job site prematurely and taking the tolls that I wanted to ensure he was their from start to finish. They said that wouldn't be a problem. Well, the day before they were to come out, my sales rep calls saying the crew will be out the next day, but will be a guy short. An important note is that the door had been delivered the day before and I had them place it on the deck rather than in the garage. When I follow up with who would be gone, he said the head guy. I then expressed my dissatisfaction and asked why he would be out. Turns out he had jury duty. Now, I understand this can come up, but it is never the day before. I asked when he knew he wouldn't be out, my sales rep said earlier in the week, prior to the delivery of the door. My sales rep knew this and didn't bother to tell me and tried to communicate it in a way that was vague and misleading. At this point I lost it with him and I spoke with his supervisor expressing my dissatisfaction. When I spoke with him, he told me that the sales rep indicated I was upset because they delivered the door onto the deck. I said that isn't the issue and explained the poor communication throughout this entire process is what I was upset about. He apologized and offered some money off the remaining balance of the door. I accepted hoping I would soon be done with the experience. So the owner did make it out and performed the install. I regret having him perform the install. He didn't seem to know how to install the door and was glued to the instructions and appeared to have never actually performed an install. It took all day to install the door and complete the finishing work for the trim inside and out. He was able to get the lock to latch but couldn't get the screen door to function and said he will have to call the service tech. Are you serious? Ok, why not, I was getting to know the service tech and began feeling more comfortable with his work than theirs. After they left, I decided to look at the finish work and was extremely disappointed. For one, they guy must have cut his finger and was bleeding because he then used that finger to smooth out the caulk. His blood is in the caulk in 3 places. Also, there were gaps in the corners and it looked very sloppy. Yet another two weeks go by and a new service tech comes out to install the screen door. He does something the installers didn't do with the previous door. He cuts the rubber seal on the screen door and leaves a noticeable gap about the size of a dime. I couldn't believe what I was seeing. How will that keep bugs out in the summer? On top of that the screen door wouldn't shut properly in my opinion when I compare how the first door operated. My Sales Rep showed up shortly after they finished to collect the remaining balance. I brought him into the house showed him the work and asked when they will bring people by to show them the quality work that Pella offers. I pointed out the disappointing and sloppy finishing work as well as the functionality of the screen door. I asked if this door and its operations is something they would put in their showroom. He finally agreed that it isn't something he would want in his house. I drafted an email with pictures to his supervisor and followed up with a phone call the next day. I said I wanted another stated amount off my balance since I will be making the fixes myself and all the inconvenience. But I still needed a new screen door. After another few weeks, the tech and his supervisor show up with the new screen door, but the rubber seal is warped. So they order a new rubber seal. He was set to come out but called an hour before and said he thought it was tool cold to install and would like to wait for a warmer day. I said that's fine and was ok waiting since I wasn't using the screen door anyway as it was winter. Here's the kicker and proof that communication is very flawed within the Pella company with the store fronts and the distribution/install service. The store calls me to reschedule and says that warm weather isn't required for the install process indicating that I requested the reschedule. I cleared that up and said it was the tech who rescheduled, not me. He then comes out in March to install but that day is cold as well, but he proceeds with the install and cuts the rubber seal once again. Now that it has warmed up, the rubber contracted and now I have a bigger gap than before. I called the Pella store letting them know the issue and said I want the rubber replaced, but I will install it. For reference, I got the part this May 2013.