Complaints

This profile includes complaints for Power Home Remodeling Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Power Home Remodeling Group, LLC

  2501 Seaport Dr Fl 4 Chester, PA 19013-2249

  
• 

  Power Home Remodeling Group, Inc.

  1660 Walt Whitman Rd Suite 140 Melville, NY 11747-4159

  
• 

  Power Home Remodeling Group, LLC

  41370 Bridge Street Novi, MI 48375

  
• 

  Power Home Remodeling Group, LLC

  2147 Route 27 Fl 2 Edison, NJ 08817-3365

  
• 

  Power Home Remodeling Group, LLC

  4135 Crescent Park Dr Riverview, FL 33578

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spent $32K replacing all 25 windows in my house. They promised a lifetime guarantee for free replacement if they ever malfunctioned. Had their inspector out in Feb and he deemed all to need replacing as all seals were broken. Now they are saying I have to pay $180/window to have them replaced. They are not honoring the lifetime replacement anymore as original mfg sold their business. This is one of the main reasons we went with Power Home, and I don't feel like they can just change the rules after the purchase. I have called several times, and they refuse to even give me a claim number until I agree to pay. I have asked for manager/owner call backs and have waited weeks with no response. This is terrible customer service and bait and switch tactics. They need to honor the original agreement I have and not ask for additional payments

  

  Business Response

  Date: 04/16/2025

  Good morning,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The lifetime guarantees provided to you for the window projects completed at your home consist of a product warranty and a labor warranty.  Power, as the installing dealer, provides the labor warranty.  The product warranty is offered through the manufacturer, not Power.  Power does not manufacture windows and instead is partnered with several window manufacturers who offer warranties for the products, much like a car warranty is offered by the vehicle manufacturer and not the dealership from which you bought the car.  The manufacturer of your windows, ***************************, is both no longer producing the line of window that was installed in your home and is under new ownership and that ownership group has made the decision to no longer honor the product warranty associated with your windows.  This was not a decision that Power had a hand in, nor is it one that Power supports, however as the provider of the warranty it is their prerogative to do so under the terms of the warranty as they are written.
  
  Because the product warranty is no longer in effect, Power incurs a cost when ordering replacement parts for your windows.  Whereas the replacement parts would have been free under warranty in the past and therefore no cost would have been passed on to you, now Power does incur a cost.  In an effort to mitigate the downstream effect of this change to Powers customers, ********************** has elected to absorb some of this cost and is only charging a portion of the product cost to you, the homeowner.  That cost was outlined to you by a Power representative on 1/21/2025 before Power was on-site to inspect the windows and again on 3/28/2025 when Power Customer Support representatives spoke to you after the inspection, and that quote is good for thirty days.  Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost.
  
  Thank you,

  
  ?**** *******
  Director of Customer Support
  ********************** Home **********************
  O: ***************
  *****************************

  Customer Answer

  Date: 04/18/2025

  [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 as Answered]
  
   Complaint: 23200497
  
  I am rejecting this response because:

  This is the second time now that you reference buying a car as the same as buying windows when it comes to warranties. I'll assume this is an automated response you were given as the customer service *** I spoke with, ******, said almost the exact same thing. When buying a car you are given a clear warranty from mfg that is usually 5/10 years or ******* miles. You know exactly when that will expire and you are on your own after that time frame. When your sales *** sat in my house for over 4 hours selling us these windows, he mentioned many, many times about the lifetime warranty and it was a major selling point. In fact, it was probably the number one reason we choose Power Home to do the job. Your website mentions integrity and how you take care of your customers and are very proud to announce that. However, it seems like every customer you had prior to NE ********************** selling their business is just out of luck on the lifetime warranty you so highly trumpeted in the sales process. I understand you have no control over the company that bought NE Windows, but I didn't buy these windows, and spend over $32K, from NE Windows. I bought them from Power Home and you should do the right thing and honor the agreement you sold me and ***lace the faulty windows as originally promised. I started this complaint with the BBB and I see others similar to mine there, but I have not issues sending this to State of ** and beyond as well. This is not right for the consumer and you as a top tier company should be better

  
  
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/21/2025

  Good morning,

  The warranty coverage provided at the time you entered into an agreement with Power to have the windows installed is the same as described in the previous response.  Power's Remodeling Consultants, as a routine part of the sales presentation, show the manufacturers warranty from *************************** to prospective clients when discussing the warranty benefits of choosing Power to do your windows.  Power has never manufactured windows for it's customers and has always partnered with various manufacturers to provide windows for Powers customers, and the product warranty has always been provided by those manufacturers.  Power has never provided a provided a product warranty for a product that Power does not produce and, as the installing dealer, has only ever provided the labor warranty for it's projects.  By choosing to enter into a sales agreement with Power Home Remodeling you were also choosing Northeast Building Products as your window manufacturer.  Unfortunately, Power can not provide a replacement window sash for your window because, as explained, Power does not manufacture.  Power has been able to source and can facilitate the installation of a suitable replacement, however there is a cost associated with manufacturing, transporting, inventorying, and warehousing those replacement sashes.  This minimal cost has been provided to you and that cost is guaranteed for 30 days.

  As the homeowner and owner of the windows you are free to explore alternative options to have your windows serviced or the window sashes replaced, however Power is confident that you will find that those costs far exceed the replacement option that Power has provided to you.
  

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/03/2025 $11,226.64 Removal of 12 windows, installation of the 12 Pella Brand Windows to include insulation and aluminum trim. After the installation, the company was notified of leaking air and improper caulking and insulation to all window and has not resolved issue after 2 visits. They attempted one time to put caulk at the base of outside trim corners and the second time said they were not going to fix it.

  

  Business Response

  Date: 04/15/2025

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  A Power Installation Manager was on-site on 1/9/2025 to review the window installation with you at the home, and later returned on 1/13/2025 with a Power Installation team to address any outstanding concerns.  The windows are installed correctly, with spray foam insulation, exterior capping and interior caulking, and no drafts were present.  At your request, additional caulking was added to the sill and sides of several windows that were not experiencing drafts.  If you are are experiencing any new concerns with the window installation, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When windows were installed they pulled the frames away from the stucco creating a gap. They came back and filled gaps, but left caulking all over the paint and on our stone. They were going to send a painter to paint it, but the work is still not done. This was completed in August of last year. I would like the work completed. As of right now I just keep getting pushed aside and ignored. They have taken the full payment and now refuse to finish the job.

  

  Business Response

  Date: 04/10/2025

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  Power addressed the concerns with the gaps outlined in the initial complaint and arranged for a painter to visit the home to complete the restoration of the areas in question.  These gaps only existed because you did not permit Power's installation team to install the windows in the fashion that was explained would prevent the gaps created by cutting out the frames of the existing windows in the first place.  When the painter arrived, the painter was turned away.  Neither Powers local installation office in *********************************** *************************** have been contacted since that time in November.  You were billed because you signed a Completion Form on 8/29/2024 when the window installation was completed indicating you were satisfied with the window installation performed at your home and paid for the project.  A copy of the signed completion form is attached.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************
  

  Customer Answer

  Date: 04/11/2025

  [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 as Answered]
  
   Complaint: 23186930
  
  I am rejecting this response because:
  Your employee said that we just need to sign the completion form and assured us that you would finish the job. As for the painter, he showed up without an appointment and I had to leave work to meet him at our house. He did not speak English and he did not have the paint that you guys said you would provide. I could not be there for him so I called to have it rescheduled. When he came the second time he did not have the paint again and his zipper was unzipped with it opened up. Very unprofessional and my wife answered the door. I had called weekly being assured that you would finish the job. You have not. 
  

  We went with you guys because you said that you could install the windows without removing our stone and shutters. Obviously that was a lie to get our business. When they showed up to install them we were going to turn them away because we were told by the installer that they couldnt do it. Then he changed and said he could. Another installer said that he would have cut the ****** smaller. 
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/15/2025

  Good afternoon,

  Power's local installation office has spoken with you and will have an update on when a painter will be able to return to the home on Wednesday.  We look forward to having everything resolved for you soon.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had siding, gutters and a new front door installed by this company. While we were eventually happy with the final results, they did not complete the job on time, and we had to call them back out multiple times to fix/complete items that were not done. Due to how the snow falls off our roof it bent the gutters. Which also caused flooding in our basement which has never happened before. We reached out to Power home remodeling to get this fixed under the warranty they offered. They are refusing to fix the gutter under warranty and are wanting to charge us $414 to repair the bent gutter. **************** leaves a lot to be desired. We called on 4/4 and the representative was rude, unhelpful and hung up on hung up on my husband, so we requested to speak to a manager. We waited 2 business days for a call back but did not receive one so on 4/9 we had to call back and make another request to speak to a manager. We did finally get a call back from a manager, but they again were unhelpful and unwilling to fix the issue under warranty. They are saying that because there are solar panels on our roof, they caused the problem, and it is not covered under warranty. These solar panels have been on the roof well before the gutters were installed and we never had an issue with the old gutters bending in this spot, so this should not impact the warranty. We asked the manager why we were not warned this could be an issue and he had no answer except to tell use we should use a roof rake when it snows. Had we been advised about this during the actual work we would have taken the needed precautions to prevent. We would like the company to fix the bent gutter under the warranty and we will take the precautions that we now know about to prevent this in the future.

  

  Business Response

  Date: 04/10/2025

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  Powers *************************** has been in contact with you on 4/4/2025 and 4/9/2025 in regard to the concerns with the gutters.  The gutters are damaged can not be repaired.  Powers *************************** has provided you with a price to have the seamless gutter run replaced as the damage was not caused by an installation related error or product failure.  Snow and/or ice that sits on the solar panels on the roof above melt, and these pieces slide of the solar panels in larger chunks.  When they strike the gutter, they cause the dents and damages in the gutter that you have described.  This damage is outside of Powers control and do not represent a failure in the gutter installation itself.  You have chosen not to move forward with the repairs at the price you were provided and as such, the repairs have not been performed.  A copy of your Power labor warranty is attached for your reference.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 04/11/2025

  [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 as Answered]
  
   Complaint: 23185895
  
  I am rejecting this response because:
  
  The solar panels were on our house prior to the installation and our prior gutters never had this issue. Power Home remodeling installed these without providing information to us that this could be an issue and how to prevent it, which we have now been advised by multiple customer service representatives is a known issue. Had we been advised that this could potentially be a problem we would have taken the needed steps to prevent. We believe that this was a failure in your installation process and you should repair at no charge due to not providing us with the needed care instructions for a known issue. We will ensure that we ensure that we remove the snow with a roof rake going forward as advised by the manager we spoke with. 
  Regards,
  
  ******* *********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/11/2025

  Good morning,

  The warranty coverage on the gutter project was provided to you at the time of sale and was also available to you via the Project Pulse app prior to the installation.  The solar panels have nothing to do with the gutter installation and the gutters were installed correctly.  As outlined previously, the cost to replace the gutters has been provided and if you wish to move forward with the repairs, please reach out to Powers *************************** at the phone number below.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 04/17/2025

  [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 as Answered]
  
   Complaint: 23185895
  
  I am rejecting this response because:
  
  I would like specific information/reference that was provided to us for an issue that is known to Power Home Remodeling as happening and how to prevent it or it would not be covered by warranty. We spent a substantial amount of money for this service and as the experts we would have expected Power Home remodeling to provide the accurate care instructions to keep the warranty in tact. 

  
  Regards,
  
  ******* *********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We could not regret doing business with this company more than we do. What started as a free estimate on a roof turned into a manipulative and high pressure sales meeting. There was an immediate and unrelenting push to sign with them that day in order to get the best pricing, which should have been a huge red flag. However, with repeated and emphatic promises that the leak we had would be 100% resolved, but that the rest of the roof would also be in far better condition than what we had, we agreed. Well, after the project was done, we had heavy rain less than 2 weeks later, and low and behold, the primary leak was still a huge problem. We contacted the project manager, who came out, and in the course of the visit, admitted that that section of decking had not been replaced because it had looked fine to the crew and yet it was rotted through. Regardless, they did go back and replace that section on that visit. We are left to wonder though, if that section was not originally replaced as promised, how many other parts of the job were not performed as agreed? Anyways, after that visit, we STILL have the same leak. I have very little confidence that Power will ever deliver on the original and very expensive promise that they made. Honestly, I feel as though we have been robbed. We paid $43,000 for this roof, for a poor final result. If we were still going to be stuck with the original leak, we could have saved the money that we spent, or rather, we could have gone to a better company, likely for a much better price. I would never recommend this company to anyone. From their bullying sales tactics to their inability to deliver on the contracted promise, they will steal your money and leave you no better off.

  

  Business Response

  Date: 04/10/2025

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  Power's *************************** has not been contacted or notified in any way that the concerns with the roof leak have not been resolved.  If you wish to exercise your warranty coverage on the roof and have a Power Installation Manager return to the home to address any outstanding concerns, please reach out to Powers *************************** at the phone number below and a representative will be happy to assist you.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 04/11/2025

  [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 as Answered]
  
   Complaint: 23185841
  
  I am rejecting this response because:
  

  We will continue to wait for a resolution to the roof leak, but I have to to ask, how many more trips should it take? We were promised this would be done on the first install, and it wasn't. We were quoted and charged for a FULL deck replacement, not a partial subject to what the crew decided to do. We were told on the first callback that they did not initially replace the section of decking that was the worst. That leads me to wonder, what else was not done that we were promised and charged for? 

  Also, with all of that aside, it does not alleviate my right to complain about the tactics used by your company to close this sale. I know that I SHOULD have kicked him out of my house, and I tried, but his persistence made me feel trapped. I feel like other potential consumers should now that your company employs strongarm tactics to close a sale.  

  Bottom line is, we were pushed to agree to this job with no chance to research other offers, and what we were contracted to receive, we have reached a point of frustration, and after reviewing other complaints on this site, our story is not unique. Our original issue was not resolved on the initial install, or the callback, and now we are scheduled for an appointment in a month to hopefully resolve on that trip. This is not the level of service we were sold on. As a consumer, we feel that we have the right to express our experience with your company.

  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/15/2025

  Good morning,

  Power can not and does not force any homeowner into a sale and all homeowners are able to do their due diligence before entering into an agreement with Power should they choose to do so.  Additionally, all Power customers are provided at minimum a ***** rescission period in which they are allowed by law to cancel the sales agreement without penalty. The signatures on the sales agreement and project specifications that you agreed to are your own and they were signed at your discretion and you did not choose to exercise your right to cancel the project and so the project continued on to it's completion as planned.
  

  We look forward to having your concerns with the roofing installation completed at your home resolved for you soon.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 04/17/2025

  [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 as Answered]
  
   Complaint: 23185841
  
  I am rejecting this response because:
  

  I guess, in that some sense, you are correct. I should have kicked the salesman out, or canceled the contract before I knew that they wouldn't complete the job on the first or even the second attempt. I guess I am the sucker for believing the promises in the sales pitch that you were a reputable company who prided themselves on doing the best possible job. I would love to have a direct conversation with someone about my experience and why I feel the way that I do, but that is clearly not the interest here. You can defend your position all you want, but I was absolutely NOT encouraged to shop and confirm I was getting the best deal, and the sales tactics were absolutely coercive. I said no several times and he continued to push and pursued and told me that I was risking the safety of my family. I will not be satisfied with a response of "tough luck you got a bad deal and we don't care," which means that there will probably not be a resolution here. I am sorry to know that, but not surprised. You have me under contract, why should you care if I am satisfied with the job that was (or wasn't) done?
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/23/2025

  Good morning,

  Power has completed the installation as contracted and is servicing the project under warranty as guaranteed by Power and the associated project paperwork provided to you.  We look forward to having your service concerns resolved and hope you have years of trouble free ownership once they are.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************
  

  Customer Answer

  Date: 05/01/2025

  [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 as Answered]
  
   Complaint: 23185841
  
  I am rejecting this response because:

  Respectfully **** you have not. Your crew was contracted to install a full redecking on the initial install on March 12. It was not until the first rain after install on March 21, that your site supervisor, upon reinspection, acknowledged that in fact they had intentionally skipped that section on the initial install, and completed it at that time, nearly 10 days later (and well after the 2 days you promised intall would be completed in). Now, after that second trip, we still have the same original leak, and are left waiting for our next appointment, which will occur 2 months after initial install, and may or may not resolve the problem at that time. In the meantime, the "superior quality" roof that we were promised, continues to drip water *** our living room. We are not better off than when we started. This should not be a question of warranty, as your product has yet to perform as promised. To make things worse, at no time in this exchange have you even offered acceptance, or apology, for the errors that your company has made, let alone compensation for what this has caused us. I sincerely hope that another potential customer has more foresight than we did, and reads any of these comments to inform them better of who they are trusting with their home. I wonder now if we will ever be able to experience the "worry free" confidence you promise, because we have yet to. Your company has yet to provide the peace of mind that we were promised, or show us that they can live up to the quality service that was guaranteed. 
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 05/01/2025

  Good morning,

  The project installation was completed as contracted, and was completed in such a way that Power and it's roofing partner ***, who provides the product warranty for your project, will stand behind it.  It is unfortunate that you have experienced and issue with the roof project completed at your home, but that is exactly why the warranty coverage exists.  The repairs will be completed under warranty as guaranteed and there is no reason to believe that the issue will be on-going and there is no reason to believe that there may be other issues with the roofing project.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased replacement windows from this company on November 29 2010. Since that time l have had to replace multiple windows.They have done so at no cost to me. Now they are saying the window co has sold out to another company that is no longer honoring the warranty. I believe it is up to Power to honor the warranty. They say it will cost me 180 dollars per sash if I want to replace any defective windows.

  

  Business Response

  Date: 04/08/2025

  Good morning,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The lifetime guarantees provided to you for the window projects completed at your home consist of a product warranty and a labor warranty.  Power, as the installing dealer, provides the labor warranty.  The product warranty is offered through the manufacturer, not Power.  Power does not manufacture windows and instead is partnered with several window manufacturers who offer warranties for the products, much like a car warranty is offered by the vehicle manufacturer and not the dealership from which you bought the car.  The manufacturer of your windows, ***************************, is both no longer producing the line of window that was installed in your home and is under new ownership and that ownership group has made the decision to no longer honor the product warranty associated with your windows.  This was not a decision that Power had a hand in, nor is it one that Power supports, however as the provider of the warranty it is their prerogative to do so under the terms of the warranty as they are written.
  
  Because the product warranty is void, Power incurs a cost when ordering replacement parts for your windows.  Whereas the replacement parts would have been free under warranty in the past and therefore no cost would have been passed on to you, now Power does incur a cost.  In an effort to mitigate the downstream effect of this change to Powers customers, ********************** has elected to eat some of this cost and is only charging a portion of the product cost to you, the homeowner.  That cost is outlined in the quote that your received from a Power representative on 4/8/2025 and that quote is good for thirty days.  Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost.
  
  Thank you,

  
  ?**** *******
  Director of Customer Support
  ********************** Home **********************
  O: ***************
  *****************************
  

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December ****** Power Home remodeling installed 10 windows on my home for a total of $9,060.82 and was given life time warranty on labor and materials. I called today for a faulty window that has moisture inside the panes of glass and was told that I am still covered for labor but no longer covered for materials and I would need to pay for materials of $180.00. They apologized extensively but the manufacturer of the glass is no longer adhering to the lifetime warranty.

  

  Business Response

  Date: 04/09/2025

  Good morning,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The lifetime guarantees provided to you for the window projects completed at your home consist of a product warranty and a labor warranty.  Power, as the installing dealer, provides the labor warranty.  The product warranty is offered through the manufacturer, not Power.  Power does not manufacture windows and instead is partnered with several window manufacturers who offer warranties for the products, much like a car warranty is offered by the vehicle manufacturer and not the dealership from which you bought the car.  The manufacturer of your windows, ***************************, is both no longer producing the line of window that was installed in your home and is under new ownership and that ownership group has made the decision to no longer honor the product warranty associated with your windows.  This was not a decision that Power had a hand in, nor is it one that Power supports, however as the provider of the warranty it is their prerogative to do so under the terms of the warranty as they are written.
  
  Because the product warranty is void, Power incurs a cost when ordering replacement parts for your windows.  Whereas the replacement parts would have been free under warranty in the past and therefore no cost would have been passed on to you, now Power does incur a cost.  In an effort to mitigate the downstream effect of this change to Powers customers, ********************** has elected to eat some of this cost and is only charging a portion of the product cost to you, the homeowner.  That cost is outlined in the quote that your received from a Power representative on 4/8/2025 and that quote is good for thirty days.  Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost.
  
  Thank you,

  
  ?**** *******
  Director of Customer Support
  ********************** Home **********************
  O: ***************
  *****************************

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2016 I had all the upstairs H**31363835**3539**36H replaced by H31**3533383338373438H Home H3335303839**33373631H (project # **-07158) and in 2017 all the entry-level H**31363835**3539**36H (project # **-06685).Within a couple of years several H**31363835**3539**36H had failed. Apparently the gas between the panes was leaking, leaving the H**31363835**3539**36H cloudy and discolored. Because the window installment came with a lifetime warranty, H31**3533383338373438H Home H3335303839**33373631H replaced those.This year at least 8 more H**31363835**3539**36H have failed. When I called H31**3533383338373438H Home H3335303839**33373631H to complain and ask for replacements, I was told that the business that had manufactured the H**31363835**3539**36H had been sold and would not be replacing the H**31363835**3539**36H for free. I could pay $150 per window sash and H31**3533383338373438H Home H3335303839**33373631H would then install them.That's not what I would call a life-time warranty. I did not sign a contract with the window manufacturer but with H31**3533383338373438H Home H3335303839**33373631H. If H31**3533383338373438H Home H3335303839**33373631H does business with manufacturers that produce shoddy products it's incumbent on H31**3533383338373438H Home H3335303839**33373631H to make good on the lifetime warranty. I paid considerably more than other businesses would have charged me for the peace of mind of a lifetime warranty.I have spent a very large sum with this company for other work as well (soffit, fascia, downspout replacement) and now feel let down by this company.

  

  Business Response

  Date: 04/09/2025

  Good morning,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The lifetime guarantees provided to you for the window projects completed at your home consist of a product warranty and a labor warranty.  Power, as the installing dealer, provides the labor warranty.  The product warranty is offered through the manufacturer, not Power.  Power does not manufacture windows and instead is partnered with several window manufacturers who offer warranties for the products, much like a car warranty is offered by the vehicle manufacturer and not the dealership from which you bought the car.  The manufacturer of your windows, ***************************, is both no longer producing the line of window that was installed in your home and is under new ownership and that ownership group has made the decision to no longer honor the product warranty associated with your windows.  This was not a decision that Power had a hand in, nor is it one that Power supports, however as the provider of the warranty it is their prerogative to do so under the terms of the warranty as they are written.
  
  Because the product warranty is void, Power incurs a cost when ordering replacement parts for your windows.  Whereas the replacement parts would have been free under warranty in the past and therefore no cost would have been passed on to you, now Power does incur a cost.  In an effort to mitigate the downstream effect of this change to Powers customers, ********************** has elected to eat some of this cost and is only charging a portion of the product cost to you, the homeowner.  That cost is outlined in the quote that your received from a Power representative on 2/25/2025 and that quote was good for thirty days.  Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost.
  
  Thank you,

  
  ?**** *******
  Director of Customer Support
  ********************** Home **********************
  O: ***************
  *****************************
  

  Customer Answer

  Date: 04/21/2025

  I don't have more information, but I didn't realize I had to respond so quickly.

  I am unhappy with the company's response and will never use this company again and will recommend to everyone to steer clear of this company. I was misled into believing that I had purchased a lifetime warranty, which was not honored.

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The salesman, ***** *****, came to our house to sell us windows and doors. We decided on a red door to purchase for our home. *****, being the representative for Power Home Remodeling Group, went over the contract with us. While going through the contract, he assured us that they would get the approval for the door and color prior to the door being manufactured and installed. In the contract it states that Power will obtain any permits associated with our purchase. For our purchase, and our home, the required permit is approval from the *** for both the door and the color. This approval should have been granted and received prior to the door being manufactured. Power ran into issues with our *** because of the color of the door we chose. This issue was not communicated to us prior to the door being made. We were misled by their ******************* and this company. In the sales agreement, the contractor has 45 days to terminate the contract if they are not able to fulfill their side of it. Power did not fulfill their side of the contract because they were not able to obtain the needed permission of the *** for our chosen door color. To resolve this issue, we will cover half of the cost of the door, ($3303.35), provided they paint the outside of the door white to appease the ***, and install the door.

  

  Business Response

  Date: 04/07/2025

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  Powers local installation office in ********* is aware of your concerns with the entry door completed that is scheduled to be completed at your home and has been in contact with you in regard to the *** approval and the color of the door.  While Power applies for an pays for any and all permits required by your local building department in order to complete the work Power is not responsible for *** approval.  While Power will always help to facilitate *** approvals for it's customers, ********************** can not guarantee *** approval of an entry door or style that you selected.

  We look forward to having everything resolved for you soon.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 04/08/2025

  [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 as Answered]
  
   Complaint: 23167113
  
  I am rejecting this response because:

  I want to formally articulate my concerns regarding the ongoing communications and the unsettling experiences we have encountered with Power Home Remodeling Group in relation to our door purchase.
  
  As outlined in the timeline below, we were led to believe that Power Home Remodeling Group would manage all aspects pertaining to the *** approvals, alleviating any concerns on our part. Regrettably, this has not been the case, and our experience has been both distressing and frustrating:
  
  - February 1, 2025: ***** ***** assured us that all matters concerning the *** were being handled by Power.  
  - February 3, 2025: ******* **** came to measure the door.  
  - February 6, 2025: We contacted the *** to ascertain the approved paint color scheme.  
  - February 7, 2025: Discussion with ******* regarding color approval and the status of the door.  
  - February 11, 2025: Call to the *** to inquire if any submission had been made.  
  - February 11, 2025: An unauthorized form was submitted to the ***, bearing my signature, to which I did not consent.  
  - February 12, 2025: ******* insisted that the door was ours, irrespective of *** approval.  
  - February 22, 2025: First contact with *** ******, who reassured us of his support.  
  - February 25, 2025: Ongoing pressure from *** ****** regarding the sale of the door without final approval.  
  - April 3, 2025: Received conflicting information from *** ****** compared to our initial interaction with ***** *****.
  
  The absence of transparency and the misinformation we have received have resulted in considerable emotional distress and wasted time. We have been consistently misled regarding the approval process, and it was only after matters escalated that we were advised to take appropriate action with respect to our ***.  
  
  It is extremely concerning that we have been subjected to what we perceive as questionable business practices. We anticipated a standard of professional integrity and transparent communication from Power Home Remodeling Group, which we feel has not been upheld.
  
  We kindly request your immediate attention to this matter to clarify our situation and, hopefully, resolve it expeditiously. Thank you for your understanding and anticipated cooperation.
  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/10/2025

  Good morning,

  HOA approval is the responsibility of the homeowner.  This is clearly outlined in the sales agreement that you signed under the "Buyers Representations and Responsibilities" section.  Additionally, it states that delays due to local government authorities related to inspections or approvals do not constitute abandonment of the contract and that you agree that a definite start time is immaterial to the agreement.

  Power has assisted in facilitating approval with your HOA and the entry door you selected received initial approval.  Upon receipt of the **** rules there is no stipulation regarding the color of the door, there are non-white doors in other homes in your community, and Power has completed work in other homes in your community governed by the same HOA without incident or delay,  The entry door that you chose, and signed a contractual agreement for, has not been installed only due to your resistance to allow the project to move forward, which under your sales agreement does constitute a breach of contract.  Power's local installation has retained the entry door in their warehouse so that the project can continue as soon as you will allow it and continues to be in contact with you in an effort to make that happen.

  Power will not paint the entry door as that would void portions of the product warranty associated with your project and Power will not be discounting the price of the project.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 04/19/2025

  [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 as Answered]
  
   Complaint: 23167113
  
  I am rejecting this response because: 

  Despite selecting this door based on Power Remodeling Group salesmans assurances about handling HOA permits, I will now face unexpected challenges because of this purchase. I've been in contact with **** ******, Power Remodeling Group Vice President of **************** in *********, who provided alternative solutions that contradict Mr. ********* statement, indicating problematic communication within your team.
  As a customer, I feel misled by your company's promises, and while I intend to honor my part of the agreement based on Mr. ******* guidance, I also feel strongly that it is important to document the discrepancies in communication.
  I am requesting a formal complaint be filed with the BBB against Power Remodeling Group so that your aggressive and misleading sales tactics can be brought to light, protecting future customers from experiencing similar issues.

  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/21/2025

  Good morning,

  As stated in Powers last response to this complaint, and responses prior to that, Power's local installation office in ********* has been in contact with you and is working towards a amicable resolution to the outlined concern.  We look forward to having everything resolved for you soon.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had windows installed with lifetime warranty. It has only been 7 years and one window is falling. I called to get one of the windows glass replace due to ***** stains between the glass panes. I was told they would not replace the window because the manufacturer of the windows sold the business. So now they want me to pay for the replacement. My warranty is with Power not the manufacture. Very frustrating, not professional.

  

  Business Response

  Date: 04/04/2025

  Good morning,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The lifetime guarantees provided to you for the window projects completed at your home consist of a product warranty and a labor warranty.  Power, as the installing dealer, provides the labor warranty.  The product warranty is offered through the manufacturer, not Power.  Power does not manufacture windows and instead is partnered with several window manufacturers who offer warranties for the products, much like a car warranty is offered by the vehicle manufacturer and not the dealership from which you bought the car.  The manufacturer of your windows, ***************************, is both no longer producing the line of window that was installed in your home and is under new ownership and that ownership group has made the decision to no longer honor the product warranty associated with your windows.  This was not a decision that Power had a hand in, nor is it one that Power supports, however as the provider of the warranty it is their prerogative to do so under the terms of the warranty as they are written.
  
  Because the product warranty is void, Power incurs a cost when ordering replacement parts for your windows.  Whereas the replacement parts would have been free under warranty in the past and therefore no cost would have been passed on to you, now Power does incur a cost.  In an effort to mitigate the downstream effect of this change to Powers customers, ********************** has elected to eat some of this cost and is only charging a portion of the product cost to you, the homeowner.  That cost is outlined in the quote that your received from a Power representative on 4/4/2025 and that quote is good for thirty days.  Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost.
  
  Thank you,

  
  ?**** *******
  Director of Customer Support
  ********************** Home **********************
  O: ***************
  *****************************