Pella Windows & Doors of Johnson City - CLOSED

John Thornton

2018-05

I have a sliding door that I purchased in 2013. Installed by a professional certified Pella window installer. 4 years later It leaks water thru the non-sliding pane of glass (manufacturer defect not an installation issue) So I stopped by Crawford windows in Johnson city, the ONLY option for Pella warranty in this area, not only was the customer service bad but, I was put on a list for a month just to get someone they call a technician to come look at it (short staffed).Now, they charged me $ 175 just to get the guy to come look at the leak. He didn't put covers on his feet when he walked through the house, he looked at the window and said " I can fix it with silicone caulk and it should be fine" I asked what he was going to do about the water staining on the wood and he said " you could sand it gently and it should be ok".Well my wife and I weren't too awfully excited about that plan and I think the guy could see that.... so he took a few more moments and called someone and came back to us a few minutes later and said that because he could see the outside (the white metal casing bowing out that he felt there was probably some wood rot in the window frame so he was going to write it up for a new one and he said " I will silicone it for a temporary fix until the new window comes in"THIS IS WHERE IT GETS GOOD:He said to me " it will take 2 technicians to put the window in and he would have to charge for the extra laborer when he came back to repair the door".... NOW, HE SAID "with the extra laborer it would probably cost an extra $175-$200 to install the window because I already paid $175 for him to come look at and evaluate the door". I thought WELL, that will have to do.... Remember there are no other options in this area.... just this company.So the technician said he would silicone the bottom of the window to stop more damage from occurring which should hold out the rain from leaking in until the new window was ordered and comes in and he could get out here to install it. He estimated about 2 months before he would get back here...About a week later I get a bill in the mail for an extra $567.00 for the installation of the window in which if you recall the technician stated it would take him and another guy about and HOUR to install 2 months from now! He said " I wouldn't have to pay for HIS labor again because he was just here to look at and evaluate, so it really wasn't a repair. The total visit including his temporary fix was about 15 minutes.I called customer service at Crawford windows in Johnson city, and because she was very short (she really didn't care) that the total time and cost for a WARRANTY repair was 3+ months and $742.00....YES THAT IS CORRECT.... 3+ months AND $742.00. My wife and I spent $900 on the door originally and a MANUFACTURERS defect is going cost me $742.00 in a WARRANTY repair ???? REALLYNeedless to say we had to cancel the repair because at this time we don't have the $742.00 for a WARANTY repair, or do we feel that it should cost or take this long!I bought a Pella door because I heard they had good quality windows and doors and good warranty.....I guess I was wrong..... this door was manufactured in 2013 (according to the technician) I feel that this should not cost me a thing, It's only been 4 years!!So, in conclusion I guess what I'm trying to say is this company might install windows well, but if there is a warranty issue you're probably in trouble..... BEWARE of Crawford in Johnson City.... customer service is TERRIBLE.

Coat Rack

2020-05

I can't call through to the store. I get routed to the corporate number. I need local answers.