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Consumer Complaints

BBB Accredited Business since 02/01/1999

Prairie Pella, Inc.

Phone: (309) 690-4777

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
04/07/2014Problems with Product / Service | Read Complaint Details
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Complaint
poor instillation of windows, frost and mold
Had windows installed with Pella, no or very little insulation around windows. Constant fight against frost and mold.

Desired Settlement
unsure of any settlement, just want it done right.


Final Business Response
Mr. ******'s product was installed during July of 2003. In 2003 installation warranties were 2 years, mechanical 10 years and glass seals 20 years. Customer contacted our service department in January of 2014 complaining of room side mold on windows. This condition is typically due to high relative humidity inside the home. Our service department offered an inspection that is chargeable in the case of expired warranty, customer was unhappy with the offered beginning of diagnosis.

01/29/2014Problems with Product / Service | Read Complaint Details
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Complaint
Lock-set on hardware of new Pella front door is supposed to be the finish of "satin Nickel". It is not satin nickel. We left a message with ************* in Iowa stating our concern. He did not return our call, but instead asked salesperson****** ******* to call us.****** called, and said that the lock-set hardware is satin-nickel. It is definitely NOT satin nickel. The rest of the hardware with the front door IS satin nickel, but not the lock-set.****** said that they would not be replacing the lock-set. We said that we are very unhappy with the lock-set.In early July 2013, the factory delivered the wrong-size door, so construction on our new home had to be delayed until the factory could deliver a door jamb. The factory had also not sent the lock-set hardware with the door at all, so a temporary lock-set had to be installed temporarily. When****** ******** finally came to install the lock-set hardware, he was in a hurry (since he had to pick-up his young daughter from school), it was very late in the afternoon,****** had not brought a screw-driver,and he insisted that the lock-set was "satin-nickel". We stated that it was not satin nickel, but****** was in a hurry to leave, so we did not dispute it further at that time.Also, the factory had not sent the correct number of screws for the hinges, and****** told us what size screws that we should purchase. We did purchase those screws on our own, and we had to pay a handyman to come over and install those screws into the hinge plates.We have purchased expensive windows and doors from Pella in the past, and we have always been satisfied with their products. However, we will never purchase products from Pella again, due to all the problems with this particular purchase, and due to their unwillingness to replace the current lock-set. Friends and family have commented a number of times about how the lock-set does not look like the satin nickel on the rest of the hardware on the door.
Product_Or_Service: Pella Front Door
Order_Number: 108
Account_Number: 108MSP066A

Desired Settlement
We would like the current lock-set to be replaced with satin nickel, like the rest of the hardware on the door.

Business Response
The hardware that Mr. & Mrs. ********* have on their door is Pella's Satin Nickle finish. This is the only satin nickle finish Pella offers for the type of door hardware. This was communicated to Mrs. ********* by ****** Prairie Pella Inc. can only provide the products Pella Corporation offers.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
All of the rest of the hardware on the Pella door IS satin nickel, and we are satisfied with those. However, the lock-set and handle are NOT satin nickel, and they do not match the rest of the Pella hardware on the door at all. The Pella lock-set and handle are not satin nickel,and they do not at all match the Pella hardware on the rest of the door. We still need to have the lock-set and handle replaced to be satin nickel as the rest of the hardware is.

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Windows - Installation & Service

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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