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Description

Power Home Remodeling provides energy-saving and environmentally friendly exterior remodeling solutions including EnergyStar rated replacement Windows, Vinyl Siding, GAF Roofing, Entry Doors and eShield Attic Insulation.

Power Home Remodeling is accredited by the BBB for all of its locations.  

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Power Home Remodeling Group, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Power Home Remodeling Group, Inc. at its headquarters and all its company-owned locations throughout the United States is a BBB Accredited Business. This means they support BBB's services to the public and meet BBB Accreditation standards everywhere they do business. A BBB Accredited Business since July 20, 2012.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Power Home Remodeling Group, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 181 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

181 complaints closed with BBB in last 3 years | 68 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 75
Billing/Collection Issues 3
Delivery Issues 3
Guarantee/Warranty Issues 8
Problems with Product/Service 92
Total Closed Complaints 181

Additional Information

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BBB file opened: August 21, 2000 Business started: 01/01/1992 in 0 Business started locally: 01/01/1996 Business incorporated: 01/01/1992 in DE
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Office of the Attorney General-PA
Strawberry Square, 14th Floor, Harrisburg PA 17120
http://www.attorneygeneral.gov
Phone Number: 800-441-2555
The license number is PA003701.

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Corey Schiller, CEO & Partner Mr. Eamon Lynch, Warranty Service Manager
Contact Information
Customer Contact: Mr. Eamon Lynch, Warranty Service Manager
Principal: Mr. Corey Schiller, CEO & Partner
Business Category

Windows - Installation & Service Doors - Repair Roofing Contractors Siding Contractors


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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (610) 874-5000(Phone)
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Additional Web Addresses

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Complaint Detail(s)

4/18/2014 Problems with Product/Service
4/13/2014 Advertising/Sales Issues
4/7/2014 Advertising/Sales Issues
3/31/2014 Advertising/Sales Issues
3/26/2014 Problems with Product/Service
3/22/2014 Advertising/Sales Issues
3/22/2014 Problems with Product/Service
3/22/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/11/2014 Advertising/Sales Issues
3/11/2014 Problems with Product/Service
3/11/2014 Advertising/Sales Issues
3/11/2014 Advertising/Sales Issues
3/9/2014 Advertising/Sales Issues
3/9/2014 Problems with Product/Service
2/17/2014 Advertising/Sales Issues
2/17/2014 Problems with Product/Service
2/17/2014 Problems with Product/Service
2/4/2014 Problems with Product/Service
2/4/2014 Advertising/Sales Issues
2/4/2014 Problems with Product/Service
1/21/2014 Advertising/Sales Issues
1/1/2014 Advertising/Sales Issues
12/28/2013 Advertising/Sales Issues
12/21/2013 Problems with Product/Service
12/1/2013 Advertising/Sales Issues
11/27/2013 Advertising/Sales Issues
11/26/2013 Problems with Product/Service
11/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Despite telling the sales representative on the phone, this company continues to call me on a weekly basis. This problem has been ongoing for 4 months. They have harassed other individuals as well. See a list of online complaints: http://www.callercenter.com/###-###-####.html/2 I am on the national DO NOT CALL LIST. They should be fined - and they should sued for harassment. All I want is for them to stop calling me and other people that do not want their services.

Desired Settlement: They should be fined - and they should sued for harassment. All I want is for them to stop calling me and other people that do not want their services.

Business Response:

Dear **. *****,

 

First and foremost, thank you for taking the time to write about your experience.  Valuable input and feedback from homeowners like you help eliminate these types of issues in the future. We are deeply troubled our actions have caused undue stress to you and your family.  I have personally looked into your complaint. 

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After several months, your information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time I am learning about your dissatisfaction and I will do what it takes to rectify the situation.  We systematically take three steps when this issue arises; we flag the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list, which prevents it from loading into the dialer system again.

 

Furthermore, you provided us your information, so at no time have you been contacted without authorization.  We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ###-###-####
FAX: ###-###-####
WEB:
http://www.powerhrg.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had some windows installed by these guys - not cheap. The sales guy promised they'd look just like the other front windows. They used a different color trim AND didn't shape it to look anything like any other trim on the the house. I called and was made to feel that my job was so small I should be happy they took it. I was then told that they won't fix it (do it right) and there is nothing I can do about it. Great. So much for attention to detail and service.

Desired Settlement: Pay me for the cost of having another contractor finish the job right.

Business Response:

Dear **. *****,

 

It was a pleasure speaking with you this afternoon.  I apologize that your project was not installed as expected.  As you are aware, we have arrangements to visit your home on 11/20/13 to re-caulk the exterior of the slider window. 

 

Additionally, I have authorized a **** Gift Card in the amount of $200 to help offset the cost of the third party contractor you hired to cap the windows on the front of your home.  Again, I apologize for the miscommunication regarding your expectations and the final product.  Please do not hesitate to contact me in the future.  I can be reached via the information noted below. 

 

Yours in Service,

 

***** *****

Director of Warranty Service

###-###-####

 

Power Home Remodeling Group, Inc.

 

http://www.powerhrg.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******** ***** is a neighborhood in *******, GA in which I live. There is a sign at the front of the neighborhood that prohibits solicitation. About 4 times a year, Power Home Remodeling solicits door to door, and I've had enough. Coming as late as 8PM during the week, high pressuring verbal sale tactics, and sometimes even calling up to 10 times in single day (made the big mistake of giving out my cell phone number to receive a roof replacement estimate), I've had enough.

Desired Settlement: Do not solicit in ******** ***** neighborhood in *******, Georgia. As a board member of the Home Owner's Association, I will do whatever it takes to keep solicitors out of this neighborhood.

Business Response:

Dear ** ******,

 

First and foremost, thank you for taking the time to write about your experience.  Feedback from homeowners like you help eliminate these types of issues in the future. We are deeply troubled that our actions have caused undue stress to you and your family.

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After several months, your information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time I am learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take three steps when this issue arises; we flag the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list, which prevents it from loading into the dialer system again.

 

Furthermore, you provided us your information, so at no time have you been contacted without authorization.  We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again, both on the phone and in person.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ###-###-####
FAX: ###-###-####
WEB:
http://www.powerhrg.com


Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 2 guys were doing door to door, offering estimates on Window replacement. I agreed to have a salesman come out. Team of 2 guys (in their 30ish) came out for an 8PM appointment and spent 2+ hours giving a presentation on windows. During that time I had to request: 1. To get started as I went to bed at 10PM, 2. To Measure the window without opening each and every window and commenting on cleaning the sill area, as it had no bearing on the size of the window. 3. To stop telling me what other companies charged as I was only interested in Powerbuilder quote 4. That, I would only make my decision after I get 2 other competitors quote, regardless of the price/quote offered to me on the spot. 5. Reminded them them on numerous occasions, that they would have to leave at 10PM, even gave them a three minute warning. One of the guy even commented how one of the window could be sinking because the beading around it had cracked, implying high cost to get it fixed. I repeatedly asked if I would get a cost based on per window in the house (as they had labelled each one) to help me be flexible in determining which widows I could replace - what I got was one price (good for 12 months) and another if I was to accept the deal there and then. Repeatedly, I had to tell them I would only decide after I received 2 other quotes - I even, commented may I should bring them parrot so, he can repeatedly them the same thing. Finally, at approximately 10:15 PM, I walked up to the door ,opened it and asked them to leave - despite that it took them another 5-8 minutes before they left. My wife later told me, she was going to call the police if they had not left soon, as she thought, they did not seem to want to leave.

Desired Settlement: 1. Stop the 2+ hour sales pitch, respect the owner. 2. Be professional, don't waste time - there is no need to be friends with my family (they're not moving into the house) 3. Listen to the customer - how many times do you have to tell someone: a. they had to leave by 10PM b. decision would only be made after 2 more quotes from competitor

Business Response:

 

 

 

Dear **. *****,

 

First and foremost, thank you for taking the time to write about your experience.  In doing so we are able to better serve our customers in the future.  I apologize for the undue stress and aggravation this has cause you and your family and I have personally looked into your complaint. 

 

We understand how difficult it is to organize your busy schedule to be available for an estimate on a home improvement.  Among the things that we require to provide an estimate are that all the homeowners, decision makers, and involved parties are present to get the information.  It is not to force a sale, like the case may seem.  We do that to put ourselves in the best position to earn your future business by ensuring that we’ve done everything in our power to educate you on the industry, the products, our company, and the investment that is involved.  Without speaking to everyone, we have no opportunity to do that and only invite the chance of miscommunication or the need to visit each home multiple times.  We’ve been in business for over 22 years, and have found that our customers, and potential customers, are happiest in the end when they’ve received all the information they need before getting involved – regardless of how long it takes. 

 

However, I do apologize that our Remodeling Consultants did not honor your request to complete everything by 10 pm.  Since we typically sell each remodeling project as package, it is not possible to give individual prices per window. 

 

I will personally address the individuals mentioned in your complaint.  Again, I apologize on their behalf and hope that this absolves our company of any wrongdoing.  Please feel free to contact me directly, via the information noted below, if I can be of further assistance.

 

 

Regards,

 

 

***** *****

Director of Warranty Service

###-###-####

 

Power Home Remodeling Group, Inc.

 

http://www.powerhrg.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In July, 2011 Power Home Remodeling Group from Pennsylvania re-sided the whole house and replaced my gutters. The job they did was satisfactory but the workers destroyed my vegetable garden, threw cucumbers all over the yard. Destroyed the shrubs in front of the house. It looks like Godzilla did the damage. The gentleman that came by after talked to me about the damage and offered me a $100 gift card to cover for part of the damage and also offered me an additional $25 card for a good review on Angies List. After the first rain we had leaks going down our chimney and into the garage. This caused the sheetrock to crumble and now I have Black Mold on the wall. I am looking to sell the house soon and really didn’t want any more expenses. They also had to come back 3 times to stop the leak, the last time they came and took the siding off and redid it properly. After this they continued to call me for other improvements. I kept telling them that I was not doing business with them until they fixed the problems

Desired Settlement: $100 gift card as promised and repairing the sheetrock in the garage

Business Response:

Dear **. *******,

 

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to better serve our customers based on your feedback.  Our goal is to create a gratifying remodeling experience that extends beyond the installation.  It seems as if this was not the case for you.  I apologize for the undue stress these issues have caused and I have personally looked into your complaint. 

 

I have authorized my accounting department to issue a $150 **** Gift Card in your name.  I apologize for the delay and hope that this courtesy offer absolves us of any wrongdoing.  The card should arrive in 10 – 14 business days.  It will be mailed in a plain, white envelope, as to avoid tampering.  Be careful not to discard it as junk mail!

 

Please do not hesitate to contact me directly, via the information noted below, for any future warranty or service related needs.

 

Yours in Service,

 

 

 

***** *****

Director of Warranty Service

###-###-####

 

Power Home Remodeling Group, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with Power Home Remodeling Group for gutters after having a consultation with one of their reps. This is the third time I have business with them so I was very comfortable dealing with them. Well, the Sales/Products Consultant, ******* ******, was very nice and helpful. We quickly clicked bonded and developed what it seemed like a friendship. We talked about sports, cars, family, etc... Needless to say, he got to my home around 6PM and didn't leave my place until 11PM that night. He made me feel very good about the deal. Imagine that! Anyway, after ironing out the details of the order it was time to sign papers. We quickly went thru those because it was getting late and I had to go to work the day after. The day of the installation, I was talking to the workers and asked them why the gutters were tilted. He said that's the way gutters are installed so the water goes down that side to the sprout (which makes sense). I explained to him that I was told by the consultant that the way they were described to me, the gutters they sell are a new style of gutters and don't require tilting because the bottom of the gutter is built in a way that one end is thicker that the other and gradually it slopes. This is all inside of the gutter so it does not require for the tilt look on the outside. This is one of the things I liked about the product. The installer said he never heard of such product and that he has been installing gutters for several years now. I personally, have never heard of such feature either, but it sounded good and it actually made sense. Anyway, another thing ******* ******, the consultant quoted was the house siding, but we will get to that in a minute. About a week later, PHR Group sends one of their Field Service Managers, ***** ********, to inspect the work done. I told him about the issue and he said he never heard of such thing either and that it was impossible that "*******" could've told me such thing. Basically, he called me a liar right to my face. Then he proceeded to explain to me the terms of my financing... Here is where I learned that the rate ******* ****** offered was not the one I got. As I mentioned before, I had business with this company before and never had a problem, but dealing with these guys was something new to me. Every time, they send someone new that specializes on whatever it is they are trying to sell. Well, the rates and the terms we discussed were something like this... 1) The new project was going to be rolled in to my previous loan with ******** ********* at a 7.9% interest. My payment was just going to go up about 20 dollars. If that was not possible, then he was going to have ***** ***** do the whole financing by taking on the previous loan and adding this one to it. For this, he got on the phone and talked to someone to see if it could've been done. Viola! Not only it could be done, the rate was now going to be lower. I think he said something like 5.9%. 2) He also locked me on a price for the house sidings for whenever I decided to do them. The price was 14K plus. However, he said that since I've been such a loyal customer they could probably knock that price down even lower. After explaining everything to ***** ********, he proceeded to try to sell me on other projects so he could help me get a better rate. This is after he told me that my new loan was at a 9.9% and that it was never rolled into the other one. Now, I have two separate loans, one at 7.9% with ******** and one at 9.9% with ***** *****. He even showed me the page I signed where it says 9.9%. Of course, I don't remember signing such thing, but I am not surprised because as I explained before, it was late and we rushed thru the paper work. Not to mentioned that ******* said he would fix anything that need to be fix and have me sign these again with the new information an that he just needed my signature to get the project ordered and a date locked. To all of this, ***** ******** insisted that there was no way ******* offered all of that (explained above) and instead of trying to help me with the situation, he was just basically trying to get me to sign on to another project. Remember, he just came over to inspect the work, not to sell me anything. He gave me a quote for the siding that was about 5-6 thousand dollars over what ******* offered before. I told him about the figure ******* gave me and again, he said that it couldn’t be. At this point I am VERY upset and running out of patience. I explained to him that even if he could give me a better rate, it would not fix the problem because it adds on to the loan amount and regardless the payment would be higher. It is not how much interest I am paying right now or how much I can save, it is about how much I can afford right now. I’m sure whoever is reading can relate to this. He kept trying to sell me other products and I finally threw him out of my house. After this, I called ******* ****** and explained to him what had happen. He was in shocked and said he was going to look into it and called me the morning after. That was last Wednesday and I am still waiting for his call. After several phone call attempts and a few text messages trying to reach him, he finally responds and said that he just got some bad family news and he has not forgotten about me. This is after a week of me trying to reach him. Well, I told him to forget about it and that I was going to go a different route dealing with this situation. Well, here I am… HELP!!!

Desired Settlement: I will like to get the initial quotes and terms they offered because that's why I signed the contract. I was under the impression of one thing and now it is not what I was sold.

Business Response:

Dear **** ****,

 

First and foremost, thank you for taking the time to write about your experience.  I apologize for the undue stress these issues have caused.  I have personally looked into your complaint. 

 

I contacted my Finance Division on your behalf and have requested that you receive a call to review the financing terms of the Agreement. 

 

The aluminum gutters we install do not have a built in slope.  I apologize for any miscommunication.  I would be happy to schedule a Field Service Manager to inspect the installation and re-pitch the gutter if the current slope is too drastic.

 

Please do not hesitate to contact me via the information noted below if you have any questions or concerns in the future.  Thank you and have a nice day!

 

Sincerely,

 

 

***** *****

Director of Warranty Service

###-###-####

 

Power Home Remodeling Group, Inc.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution SOMEWHAT is satisfactory to me. 

I understand the lack of a "built-in slope" within the gutters, but that is what I was sold for that price. If they do not have that product, then it should not be advertised by any of their Field Reps, like *** ****** did. With that been said, at this point I don't expect a different product. What's done is done. If PHR do not have that type of gutter, I cannot expect them to provide it for me. However, I do expect them to respond and take responsibility at the fact that I was fooled into believing a different kind of product was going to be installed at the price arranged. The least they could do is re-negotiate the price!

On a different note, I want to thank ***** ******, PHR Finance Agent Manager, for helping me with this issue as best she could. She managed to fix the interest rate of the loan at the original promised rate of 5.9%. However, this only applies to the new project and the old project (according to PHR) could not be consolidated with this one. Therefore, I am stuck with 2 loans at different rates. One at 7.9% and now this one at 5.9%. Not sure if I did mention this before, but I would've never agreed to this last project if the consolidation angle was not played by the field representative. They were going to consolidate both loans at a lower rate and I was going to end up with a monthly payment about 20 dollars higher than the one for just the first loan at 7.9%. Too good to be truth? Now I see... I even asked them to bring down the new loan by 2 points (3.9%) to make up for them not been able to change the first one from 7.9% to 5.9%. Well, of course, they said they couldn't.

Also, I will like to mention that the different quotes I was given for a future siding project were not discussed any further. At this point, I don't even know what PHR has in their systems in regards to that quote.

No inspection is needed at this. The last one did not go very well as I described in the last message I sent. I am happy with the project, but not with the terms and conditions, sort of speak. Such a big and prestigious company should be able to do much better!

Regards,

**** **** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/14/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My first complaint is lack of accountability from this company. We asked Power Remodeling to look at a window that leaked from the top whenever it rained. The first representative claimed we needed to replace the window. The "pre-installer" claimed the problem was the siding on the house, After paying over $3000 for new siding on the entire back of the house, the leak is exactly the same. We had a Power Home Remod. service rep come to the house to see that the leak was not fixed. He got on the roof and sprayed the hose over the window and pulled the drywall off on the inside which showed that the leak was indeed coming from a very small section of the roof, NOT the siding. I spoke with the Service Manager-***** ******, who said that they will not refund us for the job even though it was clearly misdiagnosed. My second complaint is the high pressure, aggressive marketing tactics they employ at every encounter. They are clearly interested in over selling and not interested in standing by their work..

Desired Settlement: Refund for the $3005.57 we purchased for a non-solution to our problem.

Business Response: Dear ***. ************,

It was a pleasure speaking with you today.  As you are aware, we have agreed to compensate you for the cost of the roofing and skylight repairs in exchange for a signed release.  Going forward, please continue to contact me directly via the information noted below.
Sincerely,

***** *****
Director of Warranty Service
###-###-####

Power Home Remodeling Group, Inc.

http://www.powerhrg.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We were initially approached by the company for a free estimate of which we agreed to. At the time of the estimate the salesperson was very pushy and stayed at our house until after 10pm despite the fact that we had to put both of our young children to bed, stating that after he left the deals he offered us that evening would not be available the following day or any day after. After lots of thought we agreed the purchase of the window installation. We were promised things that never occurred. The most important to us was a "plastic bubble" that they agreed they would put on the inside of our house as the windows and home were very old and there was the potential of harmful lead paint. Considering the fact that we had very young children, one of which was crawling at the time, we felt that was a very beneficial part of the install. We had several issues with the financing and getting a hold of someone who could answer our questions, but those issues seem small compared to the ongoing issues we have had with this company. On the day of the install 4 men showed up...with no plastic bubble nor did they have all the required tools to complete the job. When they removed our old window they shattered the glass and shards were all over the inside of our house and our yard. Some of that glass cut one of the installers who them came in to my house with blood running down his leg and sweat all over his arms as he leaned over my upholstered kitchen chairs getting sweat all over the furniture. He came in asked for a first aid kit to take care of his wound as he did not have one in his work truck. While working on locating something for the unprepared installer, two other men came into the house - 1 asking of he could put his drinks in my freezer and another who asked for a cup of water, a request that was then echoed by another of the workers. Once they were all accommodated with drinks and band aids, they got to work while multitasking on a smoke break. Because they had just take out the whole window unit, the man puffing away, was blowing smoke directly into my house - and may I reiterate just one more time, we have children. When the job was finally completed, the workers came back into my house, asking for a broom and some cleaning supplies to finish the job they clearly weren’t equipped to handle. At the time of the install, there was a manager who was supposed to come to my house to review the work. He never came and the company stated that he was ill. After a week had passed, I called to see when that manager would be coming to look at the work, because I felt the job was left incomplete and there were greasy finger prints all over my trim. I was told at the time that no one would be coming back to look at the work because they didn’t do that with all jobs. It was at that time, that I requested to speak with a manager. The initial associate requested the reason that I asked for a manager and give him a rundown of the whole experience. This associate was extremely rude and told me that "everyone makes mistakes". The outcome after talking to the manager was a gift card, which wasn’t even enough to purchase curtains and paint to cover up the messy grease spots on my white trim. Since those conversations, I have received calls from the company, offering to come to my house for a free estimate. It was at that time that had told them of my previous issues and conversations and my vow to the previous manager to never do business with that company and that no one from Power Home Remodeling Group was permitted on my property ever again. My husband also received marketing calls on his phone as well. Today was the last straw as I was working from home today and got a knock at my door. It was Power Home Remodeling Group again!!! They didn’t even recognize their own work and there was no reason that they should have been knocking on my door - at this point, all my window and doors have been replaced...and they were not permitted to come on my property again. I did call to complain AGAIN today and was told that they would AGAIN remove my numbers and conveniently the VP of marketing was in a "meeting". I have had enough with this company and their shady and harassing marketing, poor craftsmanship and horrible customer service!.

Desired Settlement: I want the money that invested in this window and to be repayed for the hours of time that I have spent speaking with several people at Power Home Remodeling Group - with no success

Business Response:

Dear ***. *********,

 

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to better serve our customers.  At Power HRG, we are in constant pursuit of perfection and are already working on solutions that will prevent similar situations from occurring in the future. Valuable input and feedback from homeowners like you, help eliminate these types of issues. We are deeply troubled that this has caused so much distress to you and your family and I have personally looked into your complaint. 

 

I apologize for the actions of our installation team.  As a nonsmoker myself, I understand how inconsiderate it is when others smoke around you.  We encourage our installers to be as low impact as possible.  Keeping in mind accidents do happen, there is no excuse for pure negligence.  Please let me know if you would like to schedule a Project Manager to inspect the installation and remove the greasy fingerprints on the trim.

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After a period of time, the information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take three steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list which prevents it from loading into the dialer system again.

 

We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ###-###-####
FAX: ###-###-####
WEB: http://www.powerhrg.com


Power Home Remodeling Group

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
I have spoken to this particular associate from Power when I first communicated my displeasure with the company, their work, and lack of professionalism.  I stated to this exact person that no one from this company was permitted on my property after he offered to send someone out to clean my windows at some point and he clearly overlooked my request. 

Regards,

***** *********








Business Response:

Dear ***. *********,

 

We apologize for the installation experience and marketing calls.  I offered to send someone to your home because this service is covered under your warranty.  As requested, I will not contact you.  If you wish to take advantage of this service, please let me know. 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ###-###-####
FAX: ###-###-####
WEB:
http://www.powerhrg.com


Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/8/2013 Advertising/Sales Issues
10/6/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Constant high pressure sale calls about 3 times a week, even after repeated requests to not have them call at all.

Business Response:

Dear **. ******,

 

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to better serve our customers.  Valuable input and feedback from homeowners like you, help eliminate these types of issues. We are deeply troubled that this has caused so much distress to you and have looked into your complaint. 

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After several months, the information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take three steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list which prevents it from loading into the dialer system again.

 

We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ###-###-####
FAX: ###-###-####
WEB: http://www.powerhrg.com


Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Phone calls started 2 years ago and wont stop. We are no longer interested in any free estimate. When they call, if you tell them to stop calling, we are on do not call list, they hang up and call again. This morning they called at 8AM when we were not up. Long list of complaints if you google their business. Now if we needed such a business, we would choose to NOT contact them as they are harassing us.

Desired Settlement: Stop calling us and never call us again. We dont do business with companies who have such business practices.

Business Response:

Dear **. *****,

 

First and foremost, I apologize for the delayed response.  Thank you for taking the time to write about your experience.  Valuable input and feedback from homeowners like you help eliminate these types of issues. We are deeply troubled that these instances have caused undue stress to you and your family.  I have personally looked into your complaint. 

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After several months, your information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take three steps when this issue arises; we flag the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list, which prevents it from loading into the dialer system again.

 

Furthermore, you provided us your information, so at no time have you been contacted without the authorization.  We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ###-###-####
FAX: ###-###-####
WEB: http://www.powerhrg.com


Power Home Remodeling Group

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2013 Problems with Product/Service
10/6/2013 Advertising/Sales Issues
10/5/2013 Advertising/Sales Issues
10/2/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Power Home Remodel Group installed a roof onmy house. At the time of install I noticed the installers were throwing the old shingle with nails across my skylights I mentioned it to the project mgr and a sale magr who stopped by to quote another product. I was told the warranty would cover it. They also install a vent cap for an exhaust fan. They centered it over a beam so the duct couldn't be attached. The first windy day trim blew off the side of my house. They said they use magnets to pickup nails on the ground. They didn't my SUV got a flat tire. I called in the begining to find the proper course. I got the stall "Sorry we missed your call " ," We'll get back to you". now the sometime has past they state. You waited to long we can't be expected to cover that. They were able to stall on the report about the trim. But the, missed cut hole and the skylights were mentioned at the time of install to 2 of their employees. And should be corrected and replaced. I can also find more nails if they want me to.

Desired Settlement: Replace Skylights, Recenter hole for duct access. The trim I'll have to deal with. and I already had my tire repaired.

Business Response:

Dear **. *****,

 

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to review our policies and procedures to better serve our customers.  Valuable input and feedback from homeowners, such as you, help eliminate these types of issues in the future. We are deeply troubled that this has caused so much distress to you, our valued customer, and have looked into your complaint.

 

Upon review, it is evident that the soffit and trim (rake board capping) was not installed by Power HRG.  Therefore, it is not covered under warranty and Power HRG is not responsible for replacing or repairing these items.  Additionally, the project was installed over fifteen months ago, which makes it difficult to assess the alleged damage to the skylights.  Our project history notes these issues have been explained previously. 

 

If you would like to discuss further, I welcome the opportunity.  Please contact me via the information noted below.

 

Thank you,

 

***** *****
Warranty Service Director
PHONE: ###-###-####
FAX: ###-###-####
WEB: http://www.powerhrg.com

Power Home Remodeling Group

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

The issue with the skylights was mentioned during install of the roof to the Project mag on the job and a sales manager who stop by to see the job and quote siding. The sale manager's first name is ****. I knew because of the PHRG stall tactics that the trim they would say it wasn't their issue. But the skylights and the miss cut vent were mentioned day one and a few week after. And that is what I want compensation for.


Regards,

******* *****








Business Response:

Dear **. *****,

 

It was a pleasure speaking with you today.  As discussed, we will be vising your home on 8/27/13 to relocate the vent and assess the damage to the skylights.  We will also be happy to thoroughly inspect the entire project and clean up any remaining debris, scraps or nails. 

 

I apologize for the inconvenience and undue stress these issues have cause you and your family.  Going forward, please continue to contact me directly.

 

Thank you,

 

***** *****
Warranty Service Director
PHONE: ###-###-####
FAX: ###-###-####
WEB: http://www.powerhrg.com

Power Home Remodeling Group

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: PHRG did arrive at my residence. At that visit they service tech didn't have material to complete repairs. There is another appointment scheduled for 9/19/2013 at which time they stated that the outstanding issues would be resolved. After that time I will update this complaint.

Thanks for the BBB to help consumers get responsible companies to act. I feel better about my situation now.


Regards,

******* *****








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I signed a contract for and replacement garage door and paid one third of the cost as a deposit with our credit card, $1103.19. it has taken two months to schedule measuring the opening for the manufacture of the door. Yesterday,we took off tfrom work and waited at our home during the two hour window they allocated to show up. They never showed up. This leads me to believe that we are faced with a fly by night operation that has taken our money and our time and has no intention of providing the service and product. They claim they are a nationally recognized "good" business. But our experience is terrible and I'm afraid I will have to sue them to get our money back or the door installed.

Desired Settlement: I would like them to either install a new garage door or refund my money with interest. Since they have't even started fabrication because they haven't measured the opening, they are not out any money so far. I am out over $1000 and several hours of work waiting for their mechanic and trying to contact them.

Business Response:

Dear **. *******,

 

First and foremost, thank you for taking the time to write to us about your remodeling project.  I apologize for the miscommunication and complications regarding the installation date of your new garage door. 

 

As you know, your new door is scheduled to be installed on Monday, 9/30/13.  I have confirmed the installation date with your Project Coordinator.  We are just as anxious to bring closure to this project as you are.

 

Please do not hesitate to contact me with questions or concerns.

 

Thank you,

 

 

 

***** *****

Director of Warranty Service

###-###-####

 

Power Home Remodeling Group, Inc.

 

http://www.powerhrg.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/24/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My experience with Power Home Remodeling Group was terrible. I would not recommend these guys as they are unreliable, rude and not customer centric. The Power Home Remodeling Group made and appointment to come out and measure my windows for an early 9am Saturday morning estimate. A representative from their PA headquarters (*****) called 1.5 hours before the set time and told me they could not make the appointment. I told the initial sales representatives (both the one who was at my door yesterday (******) and the one on the phone (******) at their PA headquarters) that I had to shuffle my schedule around in order to fit the time slot they had told me was the only one available. (this should have been my first clue this was going to be a high pressure sale experience) Normally I would not mind so much this type of delay but I had been so very clear that I was changing my weekend plans to fit their required time slot. When ***** called the morning of the appointment he was very rude to me when I told him that I could not reschedule for later in the day. He went on and on about how they needed over 2-hours to measure my 20 windows and that this was a "sales process and thousands of dollars" and needed the extra time to SELL US on the value of their windows. This was directly opposite of what I was told by ****** during the initial call. I was told I would get a no pressure estimate and could review it and decide later if I wanted to use their company to replace my windows. I felt like I was mislead and would be subject to a high pressure sale process like buying a time share or condo. No Thank you....... If you want to spend over 2 hours being pressured into buying their product then these are your guys.................

Business Response:

4/22/08

 

**. *****,

 

 

I apologize for the inconvenience we caused you.  I understand how difficult it is to organize your busy schedule to be available for an estimate on a home improvement project. We require all the homeowners, decision makers, and involved parties are present to get the information.  It is not to force a sale, like the case may seem.  We do that to put ourselves in the best position to earn your future business by ensuring that we’ve done everything in our power to educate you on the industry, the products, our company, and the investment that is involved.  Without the opportunity to do that we only invite the chance of miscommunication or the need to visit each home multiple times.  We’ve found that our customers, and potential customers, are happiest in the end when they’ve received all the information they need before getting involved.

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After a period of time, the information is entered into our automated dialer system.  We did not realize that we were calling you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take 3 steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list which prevents it from ever loading into the dialer system again.

 

Furthermore, you provided us your information, so at no time have you been contacted without the authorization.  We apologize for the inconvenience and give assurance that you will not hear from our company again.

 

Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****

Director of Warranty Service

###-###-####

 

Power Home Remodeling Group, Inc.

 

http://www.powerhrg.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/24/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On July 22, 2013 a representative of this company stopped by my house with an advertisement and asked if I wanted an estimate for my roof. An appointment was made for July 23, 2013. This gentleman said the company had the longest warranties in the business and any estimate quoted would be good "forever". He said that if a shingle ever comes off they will replace it for free. On July 23 2013 **** showed up. We sat at a table in my back yard and **** spent about 1 hour explaining the virtues of the company (member of NARI, 15 workers come to do the job, have roofers insurance, etc). I explained to **** that when I had my gutters cleaned last year I got a quote of $9,000.00 but the neighbor across the street had a teardown and new roof last year for $6.500.00 with new gutters included and their roof has dormers and peaks whereas mine is 2 flat sides. **** said labor time is not considered only size. He measured the roof from the ground and told me it wasm 1700 square feet and the company could not do it for less than $9,000.00 and financing would be $200.00. I assumed this was his quote and told him I could not afford that at this time. **** said whatever I decide I should do it before winter and left. About 2 weeks later I received a call saying the company would send someone to drop by with discounts. I made an appointment for August 14, 2013 but had to reschedule for August 15,2013 at 10:00. On August 15, 2013 at 10:00 ***** from Power showed up. He had no idea he was there to give discounts but thought this was a new appointment. He could not find a record of the previous appointment and had to call someone. I told him this did not bode well for the company as already I see a communications problem. He asked a lot of questions about the first appointment and since **** had not explained anything about the roofing process or materials he brought in a miniature house and proceeded to tell me all about it. He wanted to go on my roof and I told him no - measure from the ground the same way **** did. He said even though he was only 24 he had been doing this for years and knew what he was doing - I still told him no. He said his measurements were close to *****. After about 1 1/2 hours he said **** should have told me the price was $20,000.00 but they would do it for $14,000.00 and he would give me a discount so it would be $10,000.00 plus (it was ten thousand something but I did not note the exact amount). At this point I told him the company lies. I was told whatever quote I received was "forever" and now he was quoting me a discounted price higher than the original quote. As far as the lifetime warranty, he gave me a spiel about how lifetime warranties are not really lifetime, so I am not sure if it is or not. I told ***** that the company is not reputible as they lie and he said he understood and would feel the same way if he was me. I was quite annoyed. I told him first of all he was only supposed to be dropping off discounts and now after wasting 1 1/2 hours of my time he give me a higher price. I also told him I would not recommend his company to anyone and would tell them that they lie. He left.. In addition neither salesman gave a written estimate so they can easily say that they are not lying but that is not the estimate given.

Desired Settlement: I think this company should not have a good rating with the BBB because they lie. I aqlso think this company needs to revise its sales methods and spiel. 1. There is no communications between representatives marketing the product so customers time is wasted. 2. Claims of lifetime warranties and free replacement shingles for life should not be given unless true. 3. All estimates or price quotes should be in writing if they are going to advertise that the quote or estimte is good "forever" 4. Sales personnel should be more gracious in complying with customers requests such as not going on my roof. 5. Customers such as myself should be compensated for the time wasted, the lies and the poor communications if the company expects satisfaction from this complaint and a favorable review from me.

Business Response:

9/9/13

**. *****,

I would like to apologize for the inconvenience we caused you.  I understand how difficult it is to organize your busy schedule to be available for an estimate on a home improvement project. 

Our intentions are to earn your future business by ensuring that we’ve done everything in our power to educate you on the industry, the products, our company, and the investment.  Without doing so, we invite conflicting expectations.  We’ve been in business for over 22 years and have found that our customers, and potential customers, are happiest when they’ve received all the information they need before getting involved.

Power HRG provides a lifetime labor warranty on all roofs we install.  The manufacturer, ***, holds the product warranty.  In the event of a shingle blow-off, Power HRG would replace the shingle.  Blow-offs are typically an installation (labor) related issue.

I apologize the Remodeling Consultant went onto your roof without permission.  His goal was to gain a vantage point in order to provide you with the most accurate estimate possible. 

The first price presented by our Remodeling Consultant on his first visit is the price that is good “forever.”  This price does not include discounts or promotions.  I am sorry for the miscommunication regarding the pricing.

Thank you for taking the time to write about your experience.  Your feedback is valued and taken into careful consideration.  Please contact me with any future concerns.

Regards,

***** *****

Director of Warranty Service

###-###-####

 Power Home Remodeling Group, Inc.

http://www.powerhrg.com

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had the misfortune of answering my door when a rep from Power knocked. I agreed to have them give me an estimate on a Saturday. They called to confirm the day before and said they would be there. 20 minutes after their arrival time, I get a call saying they won't be able to make it. I altered my plans for the day to work around them to show up, and they call after the time they are suppose to show to cancel. I then told them I do not want to reschedule and do not want to deal with them. This was approximately 3 months ago. I have received several phone calls from ###-###-####, the local number for Power, including hangups after I answer. I have told them several times to quit calling me, yet they continue to call me. The past few calls have been from someone named *****, but they were different voices. I find it weird that "*****" said he couldn't take my name off the list because he didn't know my name. Yet, when I answered the phone, he called me by my full name. Does this company train their employees to lie and to adhere to unethical business practices? Why would he not give me to a supervisor when I asked? Them continually to call me after repeated times of telling them to stop is making me feel harassed. If I receive another call from this company, I will seek any legal advice and pursue any means available to me to get them to stop harassing me. I sincerely hope others read this and the other complaints against this company and choose wisely when they come a knockin' on their door.

Desired Settlement: A written apology and a promise to quit calling me.

Business Response:

Dear **. *******,

 

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to better serve our customers.  At Power HRG, we are in constant pursuit of perfection and are already working on solutions that will prevent similar situations from occurring in the future. Valuable input and feedback from homeowners like you, help eliminate these types of issues. We are deeply troubled that this has caused so much distress to you and have looked into your complaint. 

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  The information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time management is learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take three steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list which prevents it from loading into the dialer system again.

 

We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ###-###-####
FAX: ###-###-####
WEB: http://www.powerhrg.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2013 Advertising/Sales Issues
9/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After installing the soffit, the storm door on the front of the house only opens a quarter of the war because the clearance between the soffit and the storm door don't allow the door to open. I have called the project manager *** a few times and he kept telling me he had been busy and hadn't had a chance to come out and look at the issue. its been a few weeks since the last time I called *** with no calls back from *** or Power Home Remodeling.

Desired Settlement: I would like the soffit changed to a model that doesn't interfere with the operation of the door, or a modification to the door, which still looks good, and doesn't interfere with the door sealing.

Business Response:

Dear *** *********,

First and foremost, thank you for taking the time to share your experience.  In doing so, we are able to learn from your feedback and better serve our customers.  I apologize the project did not go as expected.  We are deeply troubled that this issue has caused so much distress to you, our valued customer, and have looked into your complaint. 

 

You will receive a call within 24 hours to schedule a date and time for a Field Service Manager to inspect and repair the soffit above your existing storm door.  We hope to resolve this issue as quickly as possible and apologize for the inconvenience. 

 

Please do not hesitate to conatact me in the future for any warranty or service related issues. 

 

Thank You,

 

***** *****
Warranty Service Director
PHONE: ###-###-####
FAX: ###-###-####
WEB: ***********************

Power Home Remodeling Group

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Power Home Remodeling Group has contacted me, and is supposed to be sending someone out on 16 Aug to look at the issue and see how to fix it.


Regards,

***** *********








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Several weeks after signing a contract with Power HRG to get the siding done on my house, they informed my husband and I that we would have to pay upwards of $2700 if we wanted them to do the job. Power HRG stated that a representative from their company was inaccurate in his measurements of the home and, thus, WE needed to agree to pay the additional amount if we wanted to have our siding done. This was not a marginal error or mismeasurement. This was a gross miscalculation which Power HRG wants us to pay for -- despite the fact that we have a signed contract. Why should we have to pay for an error that their representative made?!

Desired Settlement: Waive the additional cost of $2700+ and stick to the agreed upon contracted amount for the siding job. If the company can not agree to the entire additional cost, at least agree to waive half of it.

Business Response:

Dear **. & ***. *****,

 

I apologize we were unable to complete the project as originally planned.  Please keep in mind the measurements taken by the Remodeling Consultant at the point of sale are simply estimates.  It is for this reason we schedule a pre-installation inspection.  The Pre-Installation Inspection Manager is responsible for providing accurate measurements.  These measurements are the actual units used for ordering and manufacturing purposes.

 

The difference between the Remodeling Consultant’s estimated measurements and the Pre-Installation Manager’s measurements are what accounted for the difference in price. 

 

Nevertheless, as a repeat customer, we appreciate your loyalty and business.  As a courtesy, we would be happy to honor your offer to pay half of the difference of the additional cost.

 

Please contact me via the information noted below to schedule the next phase of your remodeling project.

 

 

Thank you,

 

 

 

***** *****

Director of Warranty Service

(**** ******** * ****

 

Power Home Remodeling Group, Inc.

 

http://www.powerhrg.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Work on roof created water penetration problems and the project manager failed to contact me throughout the project and has yet to contact me or to try to rectify the problem

Desired Settlement: Proper work done on roof and a simple phone call to tell me what's happening

Business Response: Dear **. *******,

Thank you for taking the time to write to us about your remodeling project.  I apologize everything did not go as expected.  Your best interest is always at the forefront of everything we do.  As you know, we ware prepared to visit your home tomorrow, 8/9/13 for a service appointment to rectify the outstanding issues.  Please keep in mind, you have a lifetime transferable warranty.  We are here to serve your need as they arise. 
Please contact me directly, via the information noted below. if i can be of further assistance. 

Sincerely,

***** *****
Director of Warranty Service
***** ******** x ****

Power Home Remodelling Group, Inc.

http://www.powerhrg.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I hired Power Home Remodeling to install a new roof on my home in December of 2012. When they removed the existing attic fans they simply cut and left live wires in my attic. These fans had been attached to a thermostat which was programmed to turn on the fans when the attic reached a certain temperature. When summer came and the temperature in the attic went up, these live wires tripped my breaker as a safety because no fans were there. This resulted in 6 outlets and an overhead light not working in two rooms. I did not know this until I hired an electrician who found the problem on his second visit and he charged me $349.00. The electrician said this was very dangerous and could have started a fire. I contacted Power Home Remodeling via online customer service and explained everything and asked to be reimbursed for the sloppy and unprofessional work that resulted in my $349 bill. I received a return call at my work number that I had left. When I called them back the customer service agent had an attitude with me, asked why I would wait 7 months to call as though my claim was ridiculous. I said it actually made perfect sense because I would not have known about the problem until hot weather. Also, I did not have the money until then to hire an electrician. The customer service agent continued to have an attitude with me. I told him I would send the bill and a letter from the Master Electrician who could explain what he found. The customer service agent told me it would not matter if I sent it or not. They were not responsible for my problem. I told him I was reporting the company to the BBB and I would see them in small claims court as I have every intention of being reimbursed. Please help.

Desired Settlement: I wish to be reimbursed for the $349.00 I had to pay the electrician.

Business Response:

Dear **** ******

First and foremost, thank you for taking the time to share your experience.  In doing so, we are able to learn from your feedback and better serve our customers.  I apologize the project did not go as expected.  We are deeply troubled that this issue has caused so much distress to you, our valued customer, and have looked into your complaint. 

 

I have authorized the compensation you are seeking.  One of our Warranty Service Agents will contact you to set up payment arrangements.  I apologize for the delayed response and time that it took to get this issue resolved. 

 

Please contact me directly, via the information noted below, if you have any warranty related issues in the future. 

 

Thank You,

 


***** *****
Warranty Service Director
PHONE: ###-###-####
FAX: ###-###-####
WEB: http://www.powerhrg.com

Power Home Remodeling Group

 



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had to tell these people to leave my property three times in less than two months as the go door-to-door soliciting. I contacted the company in July of 2012 to let them know I was not interested but then they came once in June of 2013 and twice in July of 2013. My neighborhood has a "no soliciting" sign at the only entrance to the neighborhood, so there is no reason they should be at my door at all, let alone three times (including making my two dogs bark every time and waking up my naping children twice).

Desired Settlement: I do not want this company to ever come to my house again. I also don't want them soliciting in my neighborhood again. Following the policy of our neighborhood's posted sign seems like common sense to me.

Business Response:

Dear ***. *****,

 

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to better serve our customers.  At Power HRG, we are in constant pursuit of perfection and are already working on solutions that will prevent similar situations from occurring in the future. Valuable input and feedback from homeowners like you, help eliminate these types of issues. We are deeply troubled that this has caused so much distress to you and have looked into your complaint. 

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  We did not realize that we were contacting you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will rectify the situation.  We systematically take three steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the automatic dialer, and remove your home address from our marketing campaign.

 

We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ###-###-####
FAX: ###-###-####
WEB: http://www.powerhrg.com


Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/20/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Saturday, July 5, 2013, my home phone rang. I could not read my caller ID because I did not replace the battery. I answered the phone, no one was there, so I hung up. The phone immediately rang again. I did not pick up. I received calls at the following times on July 5, 2013: 9:21 AM; 9:22 AM; 9:23 AM; 9:24 AM; 9:25 AM; 9:26 AM; 9:27 AM; 9:28 AM; 9:29 AM; 9:30 AM; 9:41 AM; 9:48 AM; 9:56 AM; 10:00 AM; 10:02 AM; 10:04 AM; 10: 24 AM; 10:47 AM; 11:11 AM; 11:12 AM = 20 calls. No messages were left. I have never called this company and have no dealings with them. Due to the frequency of these calls, these are harassing. I did a Google search of their telephone number, ###-###-####, and this seems to be a common theme. Your A+ rating of this company is shocking. They harass people that aren't even their customers.

Desired Settlement: I want this company to stop harassing people.

Business Response:

Dear **. *****,

 

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to better serve our customers.  At Power HRG, we are in constant pursuit of perfection and are already working on solutions that will prevent similar situations from occurring in the future. Valuable input and feedback from homeowners like you, help eliminate these types of issues. We are deeply troubled that this has caused so much distress to you and have looked into your complaint. 

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After several months, the information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take three steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list which prevents it from loading into the dialer system again.

 

We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ###-###-####
FAX: ###-###-####
WEB: http://www.powerhrg.com


Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Comments for Power Home Remodel The bottom line up front: The window and door install by Power has been a horrible experience and I will not recommend them to anyone that I know. The level of quality and workmanship constantly emphasized by the salesman was not present during my installation. I have numerous complaints but probably the most egregious is that the installers are just contractors; they are NOT Power employees only, as stated by the salespeople. I can prove this. My brother had windows installed and spoke highly of the workmanship. They gave him a tutorial on how a window is taken out and the new one put in, each window being done one at a time in case it started to rain or something. Upon completion of the work the installer took my brother around to each window and had him inspect them to make sure he was satisfied. An “independent inspector” then showed up to again see if my brother was satisfied. Because of my brothers experience I chose to use Power for windows and a front door install (after sitting through the 3 hour sales speech). My experience was very different from my brothers. Here is a list of issues/complaints: • After “hello” the first words spoken to me by the installer were “we have a small problem, the front door was measured wrong so they will have to order a new door and come back.” • I found this unacceptable and told the installer manager (the installers boss) that I wanted to cancel the door; he said they could do that. • After talking on the phone the installer manager said that they in fact could not cancel the door. • We had a longish discussion about why not and I was told things like: the financing is already in place, the door is custom, we donate doors to the Salvation Army (including all the hardware, which is a bold faced lie), etc. • At this point it is raining hard and some of the windows are in place but not capped from the outside so the interior wood around the window is getting wet (recall that the crew for my brother did one window at a time to avoid this). • I point this out to the installer manager and he rolls his eyes and states that they would never cap the windows over wet wood. I ask how they will dry the wood (remember it’s raining) and says that they will use a rag. • At this point I leave the conversation and have my wife take over because I am clearly talking with a totally incompetent person. • The installer manager offers to call off the install and wait for good weather—remember that my windows are only half in and the wood around them is exposed on the outside around the window. I have them press on in the rain, much to the crew’s annoyance. • The installer manager tells my wife that the water will “vaporize” after a while anyway. • The installer manager leaves and all if quiet for a while. • The crew then knocks on the door and says goodbye, they are done. • Recall that with my brother there was a final walk through for customer satisfaction. • The following day I finally get a Regional VP on the phone and list these complaints (see above). • He is polite but unwilling to cancel the door install. • I describe the difference in installation procedures between my crew and my brother’s and he thanks me for the feedback. That’s it. • IF THE INSTALL CREWS ARE ALL POWER EMPLOYEES, AND NOT CONTRACTORS, THEN THERE SHOULD BE A STANDARD INSTALL AND CHECK OUT PROCEDURE, CLEARLY THERE IS NOT. FOR EXAMPLE, THE SALES TEAM ALL GIVE THE SAME SPIEL AND USE THE SAME WINDOW DEMONSTATION, ETC. THE INSTALL CREWS SHOULD HAVE THE SAME SET OF PROCEDURES AND IT SHOULD BE CONSISTENT FROM ONE CREW TO THE NEXT IF THEY ARE ALL EMPLOYEED BY POWER AND ONLY POWER. • This saga of mediocrity is not yet complete; remember that the door still needs to be installed because they won’t let me cancel it. • On my call with the VP I request that the same crew that did my brothers install do the door install. He says no problem. • The crew comes to install the door; it’s not the same crew that did my brother’s install. • I let them proceed, at this point the level of incompetence of Power is shocking and I’m tired of dealing with it. • As a final insult the door hardware is nowhere to be found and the installer uses the old doorknob so at least the door is functional. • The door that we order was supposed to be mahogany in color; this door looks more reddish-purple to me than mahogany. I’m positive that I will get nowhere with this complaint. • At the time of writing these comments the doorknob is not yet installed. The installer says he will be back on the weekend (his day off) to finish the job. • We’ll see…

Desired Settlement: I desire a refund for the door because it was: (1) late, (2) the wrong color, and (3) not installed with the proper hardware (doorknob)

Consumer Response:

complaint settled
Inbox
x

*******, ***** <*****.*******@****************
May 31 (3 days ago)
to me

Hello

 

I wanted to let you know that complaint #******* has been settled.

 

Thank you

***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 1st Salesman ****** ******, convinced me to purchase new windows and new gutters for my house. I knew I wanted new windows, but my gutters had no problems but he promised me a good deal if I buy them together, and promised impeccable service and warranty of all work done on the windows and gutters for life, and promised all work is done directly through Power and not a 3rd Party. The windows and gutters were installed by a 3rd party, ***** from ********, but I let that go even though they broke their original promise. After the gutters were installed and it rained we observed a leak in our gutters that we did not have with our old ones. When we made a complaint about the leak, they sent someone to look at it and they told me that it is not the gutters, it is the roof and I must change the roof. During the sale and installation of the gutters, it was never brought to my attention that the roof had to be changed in order for the gutters to work properly and to prevent from encountering any future problems. If they told me I would have to change my roof I would've cancelled the order of the gutters. Their pricing was at least 25% higher than most other window, siding, and gutter companies but the things they promise and the fact the are BBB accredited set my mind to ease. I've tried multiple times to have this issue resolved but was unable to.

Desired Settlement: I don't expect them to install a new roof for me. I would like them to either refund me for my gutters or pay half the expenses that I incur to install a new roof.

Business Response:

Dear *** *****,

Thank you for taking the time to write about your remodeling project.  I am sorry to hear about your dissatisfaction.  I have taken the time to look into your complaint and hope that my response offers some insight.

First and foremost, we do not send projects out to bid.  Our installers work solely for Power HRG.  The hiring process is rigorous and thorough.  All of our installers are licensed, bonded and insured.  Every installer works under our operational guidelines and upholds our core values and standards. 

Second, it is impossible to know how a roof will react with a new gutter system until it is installed.  Your roof has three layers of shingles.  Water is penetrating the layers of old shingles and running down the bottom layer and curling under the gutter at the last course.  When our Field Service Manager attempted to lift the bottom layer of shingles, they began to break because they are old and brittle.  These simple indicators verify there are no issues with the product or the installation.  I have attached a picture for reference.

As an industry expert and fellow homeowner, I highly recommend replacing your roof sooner than later.  Chances are you will encounter more complex issues in the near future if this issue is not addressed immediately.  If you would like an estimate on a new roof, please contact me via the information noted below.  If not with Power, I strongly recommend you seek help with another specialist in the industry. 

Regards,

***** *****
Warranty Service Director
PHONE: ***** ******** * ****
FAX: ***** ********
WEB: ***********************

Power Home Remodeling Group

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
I never once said there was a problem with the product.  I said because of the installation of the product a problem arose. We never had these issues prior to the installation.  How come for the past 12 years these issues did not arise?  The first time it rained after the new gutters were installed was the first time this issue arose.  Your installer should be able to tell us prior to installation if there was going to be any future problems.  There wasn't a thorough inspection or planning for the installation of the gutters.  Before any installation or construction is done, isn't there planning done to make sure there wouldn't be any future problems from doing such a thing?  All the contractor did was remove old gutters install new ones without any further examination.

Also I never said you give it to the highest bidder.  Who is ***** from ******** that installed our windows?  He doesn't "solely" work for PRG.  It's the same thing that **** *****, *****, etc does.  They say they install it and hire an outside contractor that is affiliated with the company to do the work and take a cut.



Regards,

****** ******








Business Response:

Dear *** *****,

Please keep in mind we are here to help.  Our goal is to create a gratifying remodeling experience for you.  It displeases me to hear that you are still unsatisfied.  However, as previously stated, there is no way to know how the gutters will perform until they are installed.  We have serviced your home on more than one occasion.  This indicates our willingness to work with you. 

In order for us to reach a mutually agreeable solution, we must compromise.   We both know replacing your roof is inevitable.  As per your request, I will refund the cost of your gutters and downspouts; in the event of you replacing your roof with Power HRG in the future.  Keep in mind you are working with an industry leader and will be given a sound warranty.

I hope that you find this offer acceptable and contact me to make the necessary arrangements.


Regards,


***** *****
Warranty Service Director
PHONE: ***** ******** * ****
FAX: ***** ********
WEB
* ***********************

Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Power Home Remodeling Group, INC will not stop harrassing me. Just in the last 3 weeks they have called me 7 times. They call me at work and on weekends. We have told them we are not intersted in their services, yet they keep calling.

Desired Settlement: STOP CALLING ME!

Business Response:

Dear *** * **** *****,

 

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to better serve our customers.  At Power HRG, we are in constant pursuit of perfection and are already working on solutions that will prevent similar situations from occurring in the future. Valuable input and feedback from homeowners like you, help eliminate these types of issues. We are deeply troubled that this has caused so much distress to you and have looked into your complaint. 

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After several months, the information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take three steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list which prevents it from loading into the dialer system again.

 

We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ***** ******** *****
FAX: (**** ********
WEB: http://www.powerhrg.com


Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I saw a roof replacement display given by this company. I spoke to a representative from the company at the beginning of March 2013. I told the representative that I wanted to have my roof replaced. The representative then asked me if I need to have any window done, I said "no, all of my windows are new. The representative then asked me if I need any sliding glass doors, I told him that I possibly might need 1 sliding glass door. The representative then asked me how many sliding glass doors did I have, I told him 2, but that 1 of them was replaced at the time of my windows. The representative then told me that if the company came to my house that they would have to replace both of the sliding glass doors. I then told the representative this practice seemed a bit self-defeating and that I did not want his company to do any work for me and not to contact me for any reason. Since then I have had almost daily calls from this company, some times more than once daily.

Desired Settlement: Stop calling me and do not give my contact information to any other person or company.

Business Response:

Dear *** ********,

 

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to better serve our customers.  At Power HRG, we are in constant pursuit of perfection and are already working on solutions that will prevent similar situations from occurring in the future. Valuable input and feedback from homeowners like you, help eliminate these types of issues. We are deeply troubled that this has caused so much distress to you and have looked into your complaint. 

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After several months, the information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take three steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list which prevents it from loading into the dialer system again.

 

We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ***** ******** *****
FAX: ***** ********
WEB: http://www.powerhrg.com


Power Home Remodeling Group

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a side door installed at said address which required the door to swing-out. On a windy day you could lose control of the door because on a windy day the wind pushes the door backwards. I have small children in the house which I am afraid they will get hurt. There are other issues which I wish not to mention on the internet. They keep telling me the issues will be resolved, which nothing has been done as of todate. I have spoken to the Project Manager, ***** ***** several times and *** ***** *****, which is the Director of Warranty. The door was installed December 5, 2012. Please help me to resolve this issue before someone is hurt or damages are done to my home.

Desired Settlement: The door be removed at their expense and I do not have to pay for the door. *** ***** explains Its my door I will have to pay for the door regardless to the outcome. I should not have to pay for a door I cannot use.

Business Response:

Dear **** ******,

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to better serve our customers.  I am sorry for your negative experience.  At Power HRG, we are in constant pursuit of perfection.  I apologize that this has caused so much distress to you, our valued customer, and have looked into your complaint. 

Your new door opens and operates in the same direction as your previous door.  Please recall our previous conversation, I stated that you are free to install a door closure to keep the door from opening beyond a certain point.  This will not void your warranty.  However, Power HRG will not be responsible for warranty claims pertaining to a non-Power HRG installed closing mechanism.  Furthermore, we already installed spring loaded hinges to help keep the door closed.  This was done as a courtesy, at no charge to you.   

Regarding the issues you wish not to mention in a public forum; please note the items in question are installed in the same places as they were on your original door.  If they were not a call for concern then, I do not see why they would be now.  Per your request, I sent you before and after pictures via email.  Did you receive these photos?  I have sent them again today via email, direct from our database.  Please let me know if you need further assistance. 

Kind Regards,

 

***** *****
Warranty Service Director
****** ***** ******** * **** **** ***** ******** **** ***********************

Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/19/2013 Advertising/Sales Issues
5/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Phone calls to sell products even after being requested do not call again

Business Response:

Dear ****** *** & **** *** ****,

 

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to better serve our customers.  At Power HRG, we are in constant pursuit of perfection and are already working on solutions that will prevent similar situations from occurring in the future. Valuable input and feedback from homeowners like you, help eliminate these types of issues. We are deeply troubled that this has caused so much distress to you and have looked into your complaint. 

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After several months, the information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take three steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list which prevents it from loading into the dialer system again.

 

We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ***** ******** *****
FAX: ***** ********
WEB: ***********************


Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We signed a contract with the company and even when the company has a policy of 3 days cancelation, when we tried to cancel, we had to make a call, send a fax and they wanted to make an appointment to sign some paper work to complete the cancelation. They called us and made an appointment for 6:30, show up at 7:05 and the representant of the company refused to give us the paperwork to signed. At this moment, after an hr of talking and misstreatment by ****, the company representant, he left our house, he signed a paper and left. During the hour he spent at our house, he never gave us any paperwork to sign. I even called the central office to inform them that this person was refusing to give us the paperwork to sign. At this moment, i am not sure if the company will honor their cancellation policy because we never signed anything.

Desired Settlement: A written confirmation of the cancellation of the contract.

Business Response:

5/3/13

 

**** ******* *** ***** ********** ** *****

 

 

Re: Termination of Sales Agreement

 

Dear ********* ****** * ******* ******,

This letter shall acknowledge our mutual agreement to cancel and terminate the contract agreement between us dated 4/27/13; without further recourse by either party.

I would like to thank you for considering Power Home Remodeling Group for you remodeling project.  Please keep us in mind should you rquire our services in the future.

Sincerely,

 

 

***** *****
Warranty Service Director
PHONE: (**** ******** * ****
FAX: (**** ********
WEB: ***********************

Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Per law I'm eligible to cancel the transaction, without penalty or obligation, within three business days from the date of transaction (April 22, 2013). Hence on 4/24/2013 I called powerhrg's call center at ************** to request a cancellation of contact/transaction. The lady who took my call promised to have the salesman call me to confirm the cancellation of my transaction, but I was never contacted.

Desired Settlement: Cancel the transaction

Business Response:

5/1/2013

 

***** *** ****** ******

*** **** **** *** ********** ** *****

 

Dear *** * **** ******,

 

Please accept this letter as confirmation of your contract cancellation.  You currently have no further obligations under the agreement you signed on 4/22/2013.   Please contact me via the information noted below if you have any questions or concerns. 

 

Thank you,

 

 

***** *****
Warranty Service Director
PHONE: ***** ******** * ****
FAX: ***** ********
WEB: ***********************

Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had scheduled an estimate to look at windows, but was not able to be home at that time. We told the lady who called this and she said she would call back to reschedule. Since that point in time the same phone number has called back at least 10 times and every time my husband answers it they hang up. After about the 5th call someone did answer when he picked up the phone and he complained to this lady. Told her that we would not be needing their service at this time because he was tired of them calling and hanging up on him. He let her know that he did not want to be contacted anymore, she got nasty and hung up on my husband. Since then we still are receiving phone calls that hang up on us as soon as we answer at least once a day. It is getting ridiculous and we want it to stop!

Business Response:

Dear *** * **** ********,

 

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to better serve our customers.  At Power HRG, we are in constant pursuit of perfection and are already working on solutions that will prevent similar situations from occurring in the future. Valuable input and feedback from homeowners like you, help eliminate these types of issues. We are deeply troubled that this has caused so much distress to you and have looked into your complaint. 

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After several months, the information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take three steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list which prevents it from loading into the dialer system again.

 

We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ***** ******** *****
FAX: ***** ********
WEB: ***********************


Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/15/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A representative was going door to door. We agreed to have a salesman come out. He spent 2 hours giving a presentation on windows. We requested the estimate multiple times. He was reluctant to provide the estimate. When he finally did provide the estimate, it was not detailed The written estimate only had our names at the top, and a total dollar amount. We had to write in the details. Then, two weeks later, the company contacted us to provide updated pricing. The salesman's boss came out. He proceeded to go through another sales presentation. When we got pushy, he got defensive and refused to leave our estimate. This company also sells a first visit discount. If the price isn't the price, then how does the consumer know when they are getting the best price?

Desired Settlement: Provide the consumer the best price the first time. Stop the heavy handed 2 hour sales pitch.

Business Response:

5/8/13

**** ********* ** ******** * ** *****
Daytime Phone: ************
Evening Phone: ************

Re: CUSTOMER EXPERIENCE

Dear *** * **** ********

I understand how difficult it is to organize your busy schedule to be available for an estimate on a home improvement project.  In order to provide an estimate, we require all the homeowners, decision makers, and involved parties are present to get the information.  It is not to force a sale, like the case may seem.  We do that to put ourselves in the best position to earn your future business by ensuring that we’ve done everything in our power to educate you on the industry, the products, our company, and the investment that is involved.  We’ve been in business for over 20 years, and have found that our customers, and potential customers, are happiest in the end when they’ve received all the information they need before getting involved in a major remodeling project.  At the point of sale, the homeowner is presented with the lowest possible price.  Occasionally, our prices fluctuate with seasonal promotions, discounts and sales.  Therefore, we cannot give present a price and guarantee it will be the same in the future.  For this reason, we are unable to leave pricing documents behind.   

If you are still interested, we would be more than happy to provide you with our services.  Keep in mind, you’ll be dealing with an industry expert and be given sound advice.  Please feel free to contact me if you have any questions or concerns.  Thank you for your time and for considering us for your remodeling project.

 

Regards,

 

***** *****
Warranty Service Director
PHONE: ***** ******** * ****
FAX: ***** ********
WEB: http://www.powerhrg.com

Power Home Remodeling Group

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:  The core issue remains that discounts offered for signing at the first visit are nothing more than a high-pressure way of closing the sale.  The price should be the best possible price period.  That price should be in writing,with detailed information on the estimate.  Offering a discount for allowing signage in the homeowner's yard is also another form of high-pressure sales.



These types of sales tactics need to be stopped.  An honest, upfront estimate is, and will always be, the best business practice.


Regards,

**** * ***** *******








Business Response:

5/10/13

 

 

*** **** ********* ** ******** * ** ** ******* ****** ************ ******* ****** ************

 

Re: CUSTOMER EXPERIENCE

 

 

Dear *** * **** *******,

 

We do not advertise the lowest prices in the industry, market, or territory.  While the estimate we quoted for you may be out of your price range, I can assure you that the difference in product quality and installation will be just as wide as the differences in price that you were quoted.  In this industry - you get what you pay for. Unfortunately, many contractors will cut corners in order to keep costs down. We don't - with Power, not only are you paying for an entirely new system, but a lifetime transferable warranty.  We are also painstakingly precise when it comes to our installation techniques. All of our installers are AAMA and/or VSI certified and make sure to treat your home as if it were their own.    

 

As always, please contact me directly, via the information noted below, if you have any further questions.

 

 

Regards,

 

 

 

***** *****
Warranty Service Director
PHONE: ***** ******** * **** **** ***** ******** **** ***********************
Power Home Remodeling Group

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
This is not about price!  This is about predatory sales tactics.  Your sales team is high pressure.  The FVD,  first visit discount,  is high pressure and completely unnecessary.  If your product is as good as you say,  then your price should be the lowest price without the FVD.  According to the NARI website. This very tactic is warned against.  They also warn against contractors that offer discounts for yard signage or advertising discounts.   


Your company also does not have a BBB listing in the State of Illinois, I wonder why ?  

Regards,

**** * ***** *******








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: power remodeling group salesman contacted us we talked for a long time and we came to an agreement on a price for replacing our roof.a month later a project manager came out we had to set up a time and meet him.he remeasured everything.noted 2500 ft on paper i had to initial.i have receipt and agreement.i had already paid 1/2 of total cost.paid $5980.88.=1/2 of total cost.when scheduling for them to come out and actually do the work they set up a appointment again with salesman.expecting to get roof finally scheduled to be done.rather He said they underestimated and the job wouldn't be profitable for them so wanted to charge an additional $2600.we refused and said we do not want to pay more so we are expecting the total deposit paid by credit card returned soon as possible.$5980.88.we waited march 11 to april 29th to find out they want additional money that they already had agreed to do the roof at the price of $11961.75.

Desired Settlement: Immediate Refund of the total down payment.we where disappointed they came asking for almost 3k more almost 2 months later andhadnt done any work.we where expecting a new roof. project number *********they had bragged as sales pitch how good their record was and was backed by ****** ****** *** ****** ,and the shingle make etc and being in good standing with BBB.

Business Response:

5/3/13

** ***** **** ***** ******** ** *****

 

Re: Termination of Sales Agreement

                Down Payment Refund

 

Dear ******* * **** *********

This letter shall acknowledge our mutual agreement to cancel and terminate the contract agreement entered into by both parties on 3/11/13; without further recourse by either party.

Your deposit of $5,980.88 has been refunded to your Master Card account ending in *****************

I would like to thank you for considering Power Home Remodeling Group for you remodeling project.  Please contact me if you have .

Sincerely,

 

***** *****
Warranty Service Director
****** ***** ******** * ****
FAX: (610) 874-5030
WEB: http://www.powerhrg.com

Power Home Remodeling Group

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

******* *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/6/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On 26 January 2013, I entered into a contract with Power Home Remodeling Group (Project Number ********) for the installation of a new roof on my home. The charges for materials and labor were $20,243.85, with a deposit of $5,000 and the remainder ($15,243.85) financed through ***** ***** ********* ******** ***** **** ******** **** program, account number *********. During the roof installation of the roof on 12 February 2013, electrical power to two rooms in the house was disrupted. *** ***** ******, remodeling consultant for Power Home Remodeling Group was contacted and sent their electrician, *******, out to troubleshoot the problem. After two separate unsuccessful attempts to isolate the damage caused during the installation of the roof, I was instructed to hire an independent electrician to isolate and repair the damage. I received written confirmation on 20 March 2013 from *** ***** ******, Warranty Service Agent, of Power Home Remodeling that they would be solely responsible for all fees incurred during the diagnosis and repair of the electrical problem caused by the installation of the roof. **** * **** Electric (repairman ****, cell # ************) was hired to fix the problem. **** * **** Electric isolated and repaired the problem for $475 on 21 March 2013 (see attached invoice). I paid **** * **** by check. ** ***** ****** of Power Home Remodeling Group was contacted for reimbursement. He offered to send me a gift card for $100, not the $475 dollars owed to me. I also contacted the original Power Home Remodeling electrician, ***** for reimbursement. He told me he was “off the case”. Since Power Home Remodeling obviously had no intention of paying for repair of the damage they caused, I contacted **** *** ************ through their Call for Action Hotline (**************) on DATE??? and explained my problem. Within an hour I was contacted by Power Home Remodeling Group’s National Director who informed me that he would be mailing a check for $500 to me immediately. I have not received the check. I am tired of getting the run-around from Power Home Remodeling Group and would like to be reimbursed for the money I spent to fix a problem that they caused while they were installing my roof.

Desired Settlement: Pay me the $475 they owe me.

Business Response:

Dear *** *********

As we discussed earlier today, the card may take four to six weeks to arrive in the mail.  Please keep an eye out for a plain white envelope.  The envelope will not be marked with a Power HRG logo or a bank decal.  This is done for security purposes, as the card is as good as cash once activated. 

I apologize for the miscommunication or misunderstanding on the expected arrival time.  Please contact me directly via the information noted below if you have any future concerns. 

 

Regards,

***** *****
Warranty Service Director
****** ***** ******** * **** **** ***** ******** **** ***********************

Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had hired this company to do window replacement in my home. The work was done satisfactorily and I was happy with the service and material. they installed 3 windows to my satisfaction. When I placed an additional call, at a later date, to do other windows, the problem started. They would not come in to talk to me and take new measurements without my wife being present. At first i thought it was a joke, but found out they were serious. I didn't need a sales person or a new pitch...... I wanted to continue in the same style as the previous windows installed..... double hung vinyl windows. They gave me a story that they needed to talk to the entire family. I am not sure if this was some coverup of another reason but I feel I was discriminated against as a male. There was no decision process to be made...... only an additional order to be placed. Because of high costs and my having some 27 windows, I need to proceed with doing the job in stages.

Desired Settlement: finish the job

Business Response:

4/16/13

 Dear *** ****,

I apologize for the inconvenience and understand how difficult it is to organize your busy schedule to be available for an estimate.  Among the things that we require to provide an estimate are that all the homeowners, decision makers, and involved parties are present to get the information.  It is not to force a sale, like the case may seem.  We do that to put ourselves in the best position to earn your business by ensuring that we’ve done everything in our power to educate you on the industry, the products, our company, and the investment that is involved.  Without speaking to everyone, we have no opportunity to do that and only invite the chance of miscommunication or the need to visit your home multiple times.  We’ve been in business for over 21 years, and have found that our customers, and potential customers, are happiest in the end when they’ve received all the information they need before getting involved.  Because of that, involving all parties has become one of our most important policies.

We would be more than happy to provide our services to you.  Keep in mind, you’ll be dealing with an industry expert, and be given sound advice.  All that we ask is a chance to meet with both of you to ensure that you are well informed.  Please feel free to contact me directly, via the information noted below, to follow up on your estimate.

 

Regards,

 

 


***** *****
Warranty Service Director
PHONE: ***** ******** * **** **** ***** ********
WEB: http://www.powerhrg.com

Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: MY wife and I have recently used Power Home Remodeling Group for a siding project, which was a 4 day project. Before i start let me say, my wife and I were satisfied with the outside of my home.However, we were told that there may be occasional "nail pops" in the sheet rock, but the company would work with me to resolve the problem if it should ever occur because their reputation and customer satisfaction was very important to them and in the past, the company has helped customers resolve what ever problem occur onsites, this was reiterated during the presentation. But, after Day 1, We had 25 severe "nail pops" protruding through the sheet rock with noticeable cracking in the Master Bedroom, In the Master Bathroom, there are 8 "nail pops". In the two guest bedrooms, there are a total of 16 severe "nail pops". On Day 2, the project manager and foreman were shown the problem. The project manager, ***, stated that we signed a contract and nothing could be done that it was on us, and we should take a hammer and knock back in the nails ,and he took pictures and told my wife that it was for an incident report he has to fill out with the company. So much for working with the customer!!!!!! he became quite upset when we called his supervisor, and other members inside the sales department who, kept referring us back to him. The project manager was not willing to work with us to fix the problem and instructed the foreman not to provide us this service, he even told my wife that they could not fix it because the day crew had already left, yet still we had the same 4 crew members everyday,from 9AM till 6pm, no changes. We were informed that on the 3rd day, they would be done early, my wife asked then why can't you get the crew to fix the protusions, he simply walked away. So now we are stuck with all these unsightly cracks in our walls.

Desired Settlement: I would like Power Home Remodeling Group to remove the nail pops,screw in the nails, patch the holes and paint over the patched holes.

Business Response:

*** * **** ****,

 

First and foremost, thank you for taking the time to write about your project.  At Power HRG, we are in constant pursuit of perfection and are already working on solutions that will prevent similar events from occurring. Valuable input and feedback from homeowners, such as you, help eliminate these types of issues in the future. We are deeply troubled that this has caused so much distress to you, our valued customer, and have looked into your complaint. 

 

As you are aware, item #5 on the ‘Preparing Your Home for a Siding Installation’ worksheet states that the installation process involves a lot of nailing into the exterior walls of your home.  This may cause interior nail pops or tile damage.  These potential challenges are not Power’s responsibility.  You initialed and signed this document on 3/27/13. 

 

However, as a courtesy, Power agrees to repair said nail pops by sending a Field Service Manager to your home on 5/11/13, per our conversation today, 4/15/13.  The Field Service Manager will back set the fasteners and put a skim coat of spackle over the holes.  It is your responsibility to finish the spackled areas by lightly sanding and painting.

 

Our Field Service Manager will also be prepared to answer any questions regarding the siding installation and thoroughly inspect the entire project.  Please contact me via the information noted below if you have any questions of concerns.

 

 

Regards,

 

 

 

 

***** *****
Warranty Service Director
****** ***** ******** * **** **** ***** ******** **** ***********************

Power Home Remodeling Group

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Wednesday March 13, 2013 representatives from this group came and knocked on my door (without a permit in town) and I agreed to see a sales rep. Sales rep came that night and sold me three windows. I have until midnight tonight (March 18, 2013) to cancel. I signed the cancellation form, made a copy for my files, faxed it to them, emailed them, and sent it to them priortity mail signature required by the US Postal Service on Friday March 15, 2013.. I also called Friday about three times. First I was put through to "****" who couldn't hear me. I then left a phone message at 11:15 AM for "*******" to confirm they recieved the fax and never got a return call. Later on Friday I recieved a letter from the finance department signed by ********* ********, leaving her number and extension ***** ******** * ****, and when I call and use that extension, thier IVR tells me that the extension is not valid. I have copies of 1.) the cancllation form, 2.) the email that was sent, 3.) the receipt from the Post Office with the signature tracking information.

Desired Settlement: I want them to honor the cancellation, as I have tried everything to get into contact with them, including following the correct procedure to cancel the order. I have until Midnight tonight to cancel, yet I cannot get these people on the line to do so or to confirm.

Business Response:

Dear **** ***,

Thank you for taking the time to contact us.  I apologize for the delayed response.  Please be advised that we have received your cancellation notification.  I am sorry that we were unable to have the privilege of working with you.  Please do not hesitate to contact me via the information noted below if you have any questions.

Thank you for your time and consideration. 

Regards,


***** *****
Warranty Service Director
PHONE: ***** ******** * **** **** ***** ******** **** ***********************
Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had an estimate from Power about a year and a half ago. The salesman was very nice, however I had just purchased the home and could not afford the estimated work scope. I received a call soon after from a rep about scheduling an estimate. I told them I'd had one and that i would like to be removed from their calling list. About 6 months later i started getting calls on my cell phone from Power again. I called the number and asked them for a second time to remove my number from their calling list. I just started receiving calls for a third time from ************. I've received two calls in the past two days. This is harassment. I want to be removed from their system completely. I do not want any more phone calls EVER from Power Home Remodeling. Please assist in getting my message across, because unfortunately my asking directly has yielded no results.

Desired Settlement: I would like an email of assurance from Power Home and Remodeling via the BBB. I would like it to state that they will not contact me ever again via mail or phone and that my contact information has been removed from their system.

Business Response:

Dear **** *******,

 

First and foremost, thank you for taking the time to write about your experience.  At Power HRG, we are in constant pursuit of perfection and are already working on solutions that will prevent similar situations from occurring in the future. Valuable input and feedback from homeowners like you, help eliminate these types of issues. We are deeply troubled that this has caused so much distress to you and have looked into your complaint. 

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After several months, the information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take three steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list which prevents it from loading into the system again.

 

We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: ***** ******** ***** **** ***** ******** **** ***********************


Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/29/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I gave my home number to a representative of this company last year. The next day I called the company to tell them that I was not interested in doing business with them and I told the phone rep that I wanted them to delete my contact information and for them not to contact me or share/sell my contact information to any other organization. After several months I have started to receive automated telemarketing calls on almost a daily basis from this company. It needs to stop now or I will consider legal processes to make it stop.

Desired Settlement: NO MORE PHONE CALLS AND DO NOT SHARE WITH OTHER ORGANIZATIONS.

Business Response:

Dear *** ******

 

First and foremost, thank you for taking the time to write about your experience.  At Power HRG, we are in constant pursuit of perfection and are already working on solutions that will prevent similar situations from occurring in the future. Valuable input and feedback from homeowners like you, help eliminate these types of issues. We are deeply troubled that this has caused so much distress to you and have looked into your complaint. 

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After several months, the information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take three steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list which prevents it from loading into the system again.

 

We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** *****
Warranty Service Director
PHONE: (**** ******** ***** **** ***** ******** **** ***********************


Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2013 Advertising/Sales Issues
3/24/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On March 1, 2013, a window was installed at our house. Project Number ********. Upon completion, we were given a paper and onstructed that in order to activate the home improvement product warranty to follow said instructions. I went on-line to activate the warranty, one MUST submit a REVIEW prior to activation of the warranty. Why do I have to review a product prior to having a warranty. Is the warranty for my reveiw or for the services rendered? Subsequently, I submitted a review in order to obtain my warranty. The warranty has not arrived via electronic mail as stated. I did send an e-mail to ******************** and requested a copy.

Desired Settlement: A copy of my home improvement product warranty for project number ******** and an answer as to why one must review a product in order to receive a warranty.

Business Response:

*** *******,

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to better serve our customers.  At Power HRG, we are in constant pursuit of perfection.  I apologize that this issue has caused so much distress to you, our valued customer, and have looked into your complaint. 

Your project balance is showing paid in full, therefore, your warranty is active.  We simply request a review during the online warranty registration process so that we can gauge your experience.  Often, the automatic email that is sent following the warranty review is filtered to a spam or junk folder.  Additionally, all of our warranties are located at ************. 

We did attempt to reach you on 3/6 and 3/7 via telephone to confirm your warranty has been activated.  Please contact me directly should you have any Warranty Service related issues in the future.

 

Kind Regards,


***** *****
Warranty Service Director
****** ***** ******** ***** **** ***** ******** **** ***********************


Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company goes door to door in neighborhoods with no identification or solicitor badge. They then proceed to call you each and every day - either hanging up when you answer or offering a recorded message. When going through the automated options, you will finally get to an openly hostile representative who refuses to remove you from their call list - even once you have informed them of being on the Do Not Call list. This is harassment!

Desired Settlement: A letter apologizing for their exceptionally poor business practices of harassing people. Also stating that they have completely removed me from any and all contact databases.

Business Response: Dear *** ****,

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After several months, your information was included into our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take 3 steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list which prevents it from ever loading into the dialer system again.

 

Furthermore, you provided us your information, so at no time have you been contacted without the authorization.  We apologize for the inconvenience and give assurance that you will not hear from our company again.

 

Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

Regards,

 

***** *****
Warranty Service Director
****** ***** ******** * **** **** ***** ******** **** ***********************

Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Calls and attempts to contact me and my wife are persistent (multiple times daily) even after requesting that they stop. I made the mistake of giving this company my name and phone number and now they persistently contact me even after I have repeatedly requested that they do not. My wife unfortunately fell into the same trap. Multiple calls per day over several months have are made. They also had the bad sense to send a salesperson to my house to try and discuss their service with me.

Desired Settlement: Honor my request to be left alone.

Business Response:

Dear *** ******,

 

First and foremost, thank you for taking the time to write about your experience.  In doing so, we are able to better serve our customers.  At Power HRG, we are in constant pursuit of perfection and are already working on solutions that will prevent similar situations from occurring in the future. Valuable input and feedback from homeowners like you, help eliminate these types of issues. We are deeply troubled that this has caused so much distress to you and have looked into your complaint. 

 

In the instances where people give us their contact information, we touch base with them periodically to see if they would be interested in our services.  After several months, the information is added to our automated dialer.  We did not realize that we were calling you as often as you claim.  This is the first time that we are learning about your dissatisfaction and will take steps to rectify the situation.  We systematically take three steps when this issue arises: “flag” the record within our database to prevent it from being called by anyone in the company, remove the number from the predictive dialer, and post the number to our own internal DNC list which prevents it from loading into the dialer system again.

 

We apologize for the inconvenience and give assurance that we will do our best to make sure you will not hear from us again.  Hopefully this will help to absolve our company of any wrongdoing.  If there is anything else I can do to assist, please contact me directly via the information noted below.

 

 

Regards,

 

 

***** ***** ******** ******* ******** ****** ***** ******** ***** **** ***** ******** **** ***********************


Power Home Remodeling Group

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2013 Advertising/Sales Issues
3/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Power Remodling installed a roof on my home in the process the contractor pierced an air conditioning line.Not knowing that they were at fault I brought in a HVAC company and they found that a roofing nail had punctured the high pressure line. At this time Power Home sent out their HVAC mechanic to verify and was confirmed.The roofing contractors returned to remove part of the roof so repairs could be preformed. All is well at this point--Untill I try to get reimbursed for the cost of the original HVAC mechanic. Power Remodling agrees that they are at fault and agree to reimburse me the money in the form of a pre payed credit card that I have been waiting for approximatly 6 months now. To no avail. PS. I do have names dates etc. but are not in front of me at this time but can be made available

Desired Settlement: to be reimbursed the amount agreed upon

Business Response: *** ********

Thank you for taking the time to write us.  I have looked into your complaint and I see the gift card request was processed in the amount of $100.00 as reimbursement for the damages.  I have contacted the bank that issues them to find out when/if the card went our on their end.  It is possible the envelope was discarded mistakenly as junk mail.  They are typically sent in a nondescript envelop, as to avoid tampering.  I will follow up with you via phone to let you know either way. 

I am sorry for the confusion and hope that we are able to get things cleared up for you.  In the meantime, please do not hesitate to contact me via the information noted below.  Thank you and have a wonderful day!


Regards,



***** *****
Warranty Service Director
****** ***** ******** * **** **** ***** ******** **** ***********************

Power Home Remodeling Group

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  If indeed what they state happens this time as it word for word verbatum to their last responce.

Regards,

***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

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