Window Installation
Power Home Remodeling Group, LLCHeadquarters
Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Power Home Remodeling Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 905 total complaints in the last 3 years.
- 247 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/02/2025
Type: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.
Windows were installed by the previous owner of my home in January 2016 by Power Home Remodeling Group. Warranty was transferred to me as subsequent owner - I requested Power Home Remodeling Group transfer the warranty via email in August 2021.I have had a total of 12 window sashes replaced since that time (two replacements ordered by the original owner, 10 ordered by me). In accordance with the warranty, I initiated the request via the Power Home Remodeling Group as the ************* April 2025, I contacted Power Home Remodeling Group regarding two failed windows that are covered under warranty, in accordance with the terms of the warranty. I was told that the manufacturer (*************************** [NBP])is no longer honoring the warranty and that I would be charged a fee, by Power Home Remodeling Group, of $180 for each sash to be replaced. I have asked why I am now being charged as no money had been exchanged for the previous 12 sashes replaced under warranty. Power Home Remodeling Group told me that it is because of a lot of finger pointing with the manufacturer (NBP). They have also stated that any sashes I replace will be covered by a new lifetime warranty from the manufacturer. This is confusing and suspicious.I have called the manufacturer to ask and the representative I spoke to said that she could not look me up in the database to confirm whether the warranty was still active unless Power Home Remodeling Group filled out the paperwork to request the claim, but Power Home Remodeling Group has not followed the process outlaid in the warranty to initiate the claim. Power Home Remodeling Group has stated that there is no warranty. I have the paperwork for the warranty and am at a loss as to how to move forward. Power Home Remodeling Group is supposed to be the "middle man" per the warranty's process and state the manufacturer is not honoring their warranty - but this is not the process defined in the warranty I have.
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 the original purchaser of 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. Additionally, as a second homeowner, neither the product warranty nor labor warranty transfers to you and you would not be covered in this circumstance regardless.
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 4/1/2025 and that quote is good for thirty days.
Thank you,
?**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 04/04/2025
[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: 23149948
I am rejecting this response because:[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: 23149948
I am rejecting this response because:
As outlined in the attached product warranty, "with the sale of the home within ten (10) years of installation, certain prorated rights under this warranty may be transferred to the first subsequent homeowner..."
In order to exercise the product warranty, the warranty states, "contact the contractor who installed the *** product for inspection. If that contractor or inspecting party determines a condition falls within this warranty, he will contact NBP." As your representative confirmed--and as evidenced by the quote sent--it is apparent that the contractor, Power Home Remodeling Group, has determined that the condition of the windows (broken seals) falls within the warranty. The warranty continues, "Any claim must be received by *** in writing during the periof of ownership/occupancy, within the applicable warranty period and the notice must be accompanied by homeowner's proof of purchase of NBP vinyl Replacement Windows, date of installation, contractor's name and address and the date the condition was discovered."
NBP - the product manufacturer - has stated that they have not received this notice in writing from Power Home Remodeling Group (contractor). As Power Home Remodeling Group was the contractor who facilitate the purchase and installation, the warranty--which was received from Power Home Remodeling Group representatives at the time of installation, appears to be responsible for facilitating the homeowner's exercising of the warranty.
Based on the timeline and contacts I have had with the company, it appears that Power Home Remodeling Group is acting in nonfeasance with respect to the terms outlined in the warranty (i.e., that they as the contractor are responsible for facilitating my exercising of the warranty).Can Power Home Remodeling Group provide evidence that it has completed its requirements in accordance with this warranty or is the company merely telling consumers that there is no warranty in order to collect arbitrary fees?
Additionally, representatives I spoke with on April 1, 2025 and April 2, 2025 have informed me that if I were to exercise the paid option for replacing the sashes, that they would be covered under a new lifetime warranty. Can Power Home Remodeling Group provide details regarding this warranty that they have promised?
Regards,
***** *******Business Response
Date: 04/04/2025
Good morning,
All of the information supplied is written on the Northeast Building Products window warranty, which current ownership of *************************** is no longer honoring. Any prorated coverage is moot in that case. Power's labor warranty does not transfer to a subsequent homeowner and there is no labor coverage available on the project.
Copies of Power's labor warranty and the Northeast Building Products window warranty (which any replacement window sashes would be covered by) are available on Power's website.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 04/04/2025
[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: 23149948
I am rejecting this response because:
This is a different story than the one told by the manufacturer. Has Power Home Remodeling Group filed a claim for service with the manufacturer? The manufacturers representatives have stated that they need to receive this from the contractor.
Regards,
***** *******Business Response
Date: 04/09/2025
Good morning,
Upon Powers receipt of payment intent and a signed agreement on terms and payment amount for the requested service, an order will be placed with Northeast Building Products will be placed and the service performed. A quote was sent to you on 4/1/2025 after your initial conversation with Power Home Remodelings *************************** reflecting the need for two replacement sashes and the cost associated with that service and it is has not yet been signed and returned with payment information. You may access and completed the provided quote through Powers Project Pulse app. If you have any questions regarding the quote process, please reach out to Powers *************************** and a representative will be happy to assist you.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Initial Complaint
Date:04/01/2025
Type: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 am writing to formally file a complaint against Power Home Remodeling regarding a roof replacement performed a few years ago. After the replacement, a slope developed on the back left side of the roof. In October 2024, I requested service, and a technician visited in December 2024. He acknowledged the slope but did not find any issues in the attic. He reassured me that repairs would be covered under warranty and suggested monitoring the situation, stating it was not urgent.However, when I followed up in March 2025, I was informed that no further action would be taken and the issue was not their responsibility.During remodeling, it was discovered that the ceiling below the sloping roof had dropped by 4 inches and there were two 2X4s supporting the truss. Upon further investigation, the contractor found that only one truss was installed on that side of the roof, which is now stressed and could lead to a serious structural ********** is alarming that the technician failed to notice these obvious issues during his visit. The visible 2X4 supports and the ceiling damage should have been addressed immediately, as this situation poses significant safety risks.The technician has since refused to return my calls, and customer service has downplayed the issue. The photographs taken by the technician do not show the extent of the damage, while the real proof is in the attic photos.I am requesting that this company immediately correct the structural issues with the roof and understructure. Additionally, I seek financial compensation for the damages caused by this poor workmanship and oversight.The stated compensation is only a starting point. Depending on the severity of repairs and other expenses more can potentially be sought.Business Response
Date: 04/03/2025
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.
When Power contracted with you to replace the roof on your home, the roof replacement included a full re-deck of the home. This means removing the existing plywood roof decking and installing new plywood onto the existing framing of the home. Power was not contracted to do any structural work, no replacement of trusses or rafters in the attic was included, and Power as a company does not do any kind of structural work to home, regardless of the product that is being installed. Power was on-site on 12/27/2024 due to concerns with a dip in the roof and found nothing related to Powers roofing project to be at fault. There is no visible damage to the roof, no soft spots indicating there may be an issue with the roof decking that Power installed underneath, and no missing or torn shingles. Any structural issues creating a dip in the roof are unrelated to the roofing project Power completed at the home and would not be repaired by Power, under warranty or otherwise, as it is not the type of work Power performs. The aforementioned concerns with the trusses in the attic are pre-existing and you should contact a 3rd party contractor licensed in that type of work to have the repairs performed.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 04/09/2025
[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: 23148091
I am rejecting this response because:Thank you for your response and for reviewing the matter.
However, I would like to request a follow-up inspection, as there are additional concerns that have come to light since your last visit. While I understand that structural work may fall outside the scope of Power's services, there are issues present that warrant further evaluation to ensure that they are not related to or impacted by the recent roofing work.Given the investment made, I would appreciate it if someone from your team could return to reinspect the entire roof to rule out any potential issues that may have been overlooked during the last inspection.
Thank you in advance for your attention to this matter.
Regards,
***** *******Business Response
Date: 04/10/2025
Good afternoon,
Powers *************************** has reached out to schedule a follow up inspection at your request but has not been able to speak to you. If you wish to have a follow up inspection scheduled, please reach back out at the phone number provided. As a reminder, Power will not service the dip in the roof as outlined previously, however any other concerns covered under warranty can and will be repaired based on the results of the yet-to-be-scheduled inspection service.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 04/22/2025
[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: 23148091
I am rejecting this response because:
Thank you for your response and for your offer to schedule a follow-up inspection. I spoke with someone on 15 April which was prior to your ****************************************************** Unfortunately, nothing could be scheduled before June.While I appreciate your clarification that Power does not handle structural work, please understand that these are two separate issues. Although there is a structural concern, it is unrelated to the dip in the roof.
In addition to the originally reported dip on the back left side of the roof, similar slopes have now been observed in other areas of the roof, along with lifted shingles. These issues raise further concerns regarding the quality and integrity of the roof replacement project completed by Power. Your technician initially acknowledged the slope and assured me that warranty coverage would apply. It is therefore essential that Power clearly and formally explain why it is now refusing to repair this issue under warranty.
I look forward to seeing your technician in June. I am also requesting this case remains open until the re-inspection, if possible.
Regards,
***** *******Initial Complaint
Date:04/01/2025
Type: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.
Power Home Windows sent a representative knocking on my door in summer 2021. He said our windows were cracked and leaking moisture into the home and wed have to get our walls replaced if we didnt repair it immediately. I was only 22 and a brand new home owner. We tried to get him to leave while he told us about the lifetime warranty for us, seeing we had multiple pets, and assured us that pet damage was covered. He demonstrated hammering through the screen and it not breaking. He quoted us $5,000 for 10 windows and we decided to schedule with power home. Later in 2021, my wife and I decided to have them come and install a new back door in Winter 2021. They subcontracted to a different company from the people who did our windows. This company did a terrible job! They lazily built our new door frame inside of the old frame, losing us 7 inches on both sides of the door, 14 inches altogether. I hate the door, Its not the product that was described at all. The screen was so loose, our cat escaped out the door easily right through the screen. In 2022, we had a tree come through and the entire window fell right out (and Im still finding shards of glass). Ive repeatedly contacted the warranty department over the years asking for repairs to the ripped screens from cats, the broken window locks that dont work, or a replacement for the the window that was taken out by a tree. They dont cover natural disasters. They dont cover pets. They dont cover anything. They falsely advertised a quality of product they did not produce, and they charged me $10,000 to reduce the size of my door. This was predatory, deceitful, and plain out false claims.Business Response
Date: 04/03/2025
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 labor warranty and your window and door manufacturers product warranties were made available to you at the time of sale and are always made available digitally on Power's website. Powers labor warranty covers installation related issues that may arise over the lifetime of your home ownership and ownership of the windows, whereas the manufacturers product warranty covers against manufacturing related defects with the windows themselves. As outlined in those warranties (which are also attached to this response) there are exclusions, which are primarily instances or occurrences that are outside of Powers control and outside your window manufacturers control that would not reasonably be considered a product or labor failure. We encourage you to review these documents so that you are familiar with your warranty coverage and if you have any concerns with the windows or doors that are covered under these warranties please reach out to Power's *************************** and a representative will be happy to assist you.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 04/03/2025
[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: 23148056
I am rejecting this response because:The product was not installed by this company to the dimensions expected or the quality advertised. The product ordered was not delivered, and the warranty does not cover what it was advertised to cover at time of purchase.
Regards,
********* *****Business Response
Date: 04/04/2025
Good morning,
Everything outlined in the sales agreement and project specifications, which are available to you online through Powers Project Pulse app, was completed as guaranteed and the associated warranty coverage, as outlined in the sales agreement and warranty paper work, is the same as what was shown to you at the time of sale.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Initial Complaint
Date:04/01/2025
Type: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.
June 2019, Power Home Remodeling **** installed six windows in our residence.On 11 January 2024 I discovered one window had developed growth between the glass panes. I contacted the warranty number and spoke to ****** who stated that the window was under warranty and he would order a replacement window. On 24 January 2024, a field service manager for Power Home Remodeling **** inspected all the windows and advised that the company was not happy with the current windows and would replace them all with Pella windows. He measured all the windows and stated that the replacement windows would be ordered and should be ready for install in November 2024. I have a signed document confirming their commitment to replacement.I have since contacted the companys warranty number ************ on 16 December 2024 and was put on the list for replacement windows with no known date for replacement, 10 March 2025 and was told a computer problem and he would call me back, never called back. On 29 March at 1031 and 1038 I called and no answer and again on 1 April at 1329 hours and 1340, I received, no I answer. Since December 2024, I have only spoken to one person at the ***** office and he can not or will not answer my questions or transfer me to someone who will.Business Response
Date: 04/03/2025
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 the concerns with the windows installed in your home in 2019 and a representative has been in touch with you in regard to a solution. The window manufacturer that provided the windows for your project is under new ownership and no longer manufacturers the line of windows installed in your home, therefore Power was in search of a solution for your home, which was the cause for the delays. We apologize for any inconvenience this may have caused and we look forward to having your concerns with the windows resolved for you soon.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 04/13/2025
Company has responded and have scheduled installation for 2 May 2025.Customer Answer
Date: 04/13/2025
Company has responded and have scheduled installation for 2 May 2025.Initial Complaint
Date:03/31/2025
Type: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, we purchased 27 windows from Power Home Remodeling Group, attracted by their lifetime warranty and the promise of free evaluations and replacements as needed. Over time, several windows developed leaks, and while replacements were initially covered under the warranty, the process was disappointing due to recurring ********* the winter of 2024, 9 of the 27 windowsrepresenting 30% of the total installationfailed and now require replacement. This significant failure rate suggests either substandard quality or critical manufacturing defects. Additionally, most window screens have also deteriorated, though this is a minor concern compared to the window failures.Upon contacting Power Home Remodeling Group, we endured a lengthy hold time only to be informed that the manufacturers warranty is no longer valid. We were quoted $180 per window for replacements, with the assurance of a new lifetime warranty upon payment. While they offered free labor, the windows are designed for easy removal, and the labor involvedapproximately 30 minutes for the entire jobcould easily be performed by us, rendering their labor offer of little value.We are deeply dissatisfied with the high failure rate of the windows, the unexpected costs despite the original lifetime warranty, and the inadequate resolution provided by the company.Business Response
Date: 04/02/2025
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 3/31/2025 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: ***************
*****************************Customer Answer
Date: 04/03/2025
[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: 23139887
I am rejecting this response because I have experienced a 30% failure rate with the windows which shows a complete lack of quality control by Power and their failure to vet their supplier, which suggests the partnered with a company that manufactured sub par windows and prioritized profit over quality.We were assured that the quality of the windows was of the highest caliber during installation, however the 30% failure shows to me that Power operated with greed, incompetence, indifference or negligence in their dealings with the window vendor.
Regards,
***** *****Business Response
Date: 04/04/2025
Good morning,
As previously stated, Powers offer still stands to replace the defective window sashes at the price provided now that the manufacturer of your windows is under new ownership and no longer honors their product warranty. In the face of the alternative, which would necessitate that you replace the windows at whatever cost a new window installation would run, this is the most inexpensive option and the best solution that Power can provide to assist with your window concerns.
If you wish to move forward 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: 04/07/2025
[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: 23139887
I am rejecting this response because as stated before, the installed windows are defective. If the installed windows are not defective, that would mean a 30% fail rate is expected, in which case Power has partnered with a factory that provides low quality windows.The labor you are offering is almost pointless since these windows are designed to be user serviceable and replaceable.
Regards,
***** *****Initial Complaint
Date:03/31/2025
Type: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 2015 we purchased windows from Power Home Remodeling Group for $14,000. This came with a lifetime warranty on the windows. Their salesperson activated the warranty for us on 1/2/2015 (we have a signature for this). However, at that time we were not provided with a written copy of the warranty. In the following years, we have had 16 of the 46 sashes fail. The coating becomes cloudy due to a bad seal (per the installer that has come out). I now have another 6 sashes that need to be replaced - 2 for the second time! When I called, Power will no longer honor the original lifetime replacement warranty. They want $180 per sash for the replacements. They contend that they only have to provide the free labor and I also had a warranty with a window manufacturer. This is not what my original warranty was, as I remember it. The website that had my original warranty has been taken down. When I requested a copy of my warranty, I was given a warranty dated 2023. I again requested a copy of my warranty, and they will not provide it. They did direct me to a website with copies of all of my signed agreements with them (I did have those), however none of those mention anything about another company or an agreement with a window manufacturer or that they do not warranty the windows. I want a copy of the original warranty as well as for them to honor that warranty and continue to replace my windows as they fail at no cost to me.Business Response
Date: 04/02/2025
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 3/28/2025 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: ***************
*****************************Customer Answer
Date: 04/03/2025
I have no received a copy of the warranty; it does not have a date embedded in it, but I will accept that this was the warranty I had. I have copied this from the warranty:
Manufacturers Warranty
SL-2700
***************************************
Vinyl Windows
Lifetime Limited Homeowner Warranty CoverageI have a Lifetime Warranty on these windows, which were purchased through Power. They have handled all warranty work in the past; including purchasing and installing the windows with the failed seals. I expect this service to continue as it began. If not, I have not bee provided contact information for *************************************** to start a complaint with them.
Customer Answer
Date: 04/03/2025
[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: 23139784
I am rejecting this response because: although a copy of the warranty was provided, I still have no way to proceed. If Power is not the company warrantying the windows, I need contact numbers for the supplier. Power has always placed the orders for the windows and handled the install. If I contact *************************************** and they honor the warranty, how will my windows be installed? My relationship has always been with Power Home Remodeling, not their supplier.
Regards,
***** *********Business Response
Date: 04/04/2025
Good morning,
You may contact ****************** Products, however they are not honoring the product warranty and in turn will charge you for the replacement sashes, just like they charge Power. You would also be responsible for shipping and handling from Northeast Building Products location in ************, ************ to your delivery address of choice.
Power can facilitate all of this for you at the price quoted, which is far less expensive than the costs outlined above, and will still provide the labor free of charge under Powers labor warranty. This was the offer that Power offered you initially.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 04/10/2025
[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: 23139784
I am rejecting this response because in the warranty it states that we are to work through Power to get our replacement windows. We are not happy that Northwest Building Products is not honoring their warranty. Power Home Remodeling should be doing more to enforce the warranty up toand including taking them to court. We are required to approach this through Power or we are not following the warranty procedure. From the warranty, "Obtaining Warranty Performance by NBP - Contact the contractor who installed the *** Product for inspection. If that contractor or inspecting party determines a condition falls within this warranty, he will contact NBP. Any claim must be received by *** in writing during the period of ownership/occupancy, within the applicable warranty period and the notice must be accompanied by homeowners proof of purchase of NBP Vinyl Replacement Windows, date of installation, contractors name and address and the date the condition was discovered." Also from the warranty, "Installation, removal, painting, repair, adjustment, tampering, or reinstallation of any Product or components by other than the original contractor who installed your Product eliminates any and all warranty remedies available under this warranty, and NBP expressly disclaims liability for any costs, defects, or damages relating to such actions."We have no recourse with the window manufacturer; we must rely on Power to compel them to honor the warranty which we entered into in good faith. Our warranty was for a lifetime replacement of faulty products at no cost to us.
Regards,
***** *********Business Response
Date: 04/11/2025
Good morning,
As previously stated, *************************** is no longer honoring the product warranty on the windows they manufactured. Power is subsidizing the cost of the replacement window sashes for Power customers as much as possible. The cost of the window sash replacement has been provided and if you wish to move forward please reach out to Powers *************************** at the phone number below.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Initial Complaint
Date:03/30/2025
Type: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 originally set up to have windows replaced. The day before install they cancelled and rescheduled for a month later. The window crew came did a great job. However, do to the issues we were offered roof and gutters at a discounted rate. The roofers came. Smashed my siding left nails and screws throughout my yard broke the new window framing. The gutter crew then installed the gutters after arriving hours late and ******* to get the job done. The gutters were done poorly and down spouts were put tight against a fence so unable to drain. My cable wires were ripped off the house and have yet to be put back. Damaged screen not replaced. In order to fix my siding where they broke it they offered me another $30,000 project to replace all my siding. I refused as Im already around $30k in the hole. They replaced my siding with matching siding that doesnt match. They claim that they dont take payment till the work is completed and to satisfaction. That was a lie. They also ripped my ADT security cameras lines down and in half. They said nothing. Avoid them at all costs.Business Response
Date: 04/02/2025
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.
All of the aforementioned concerns have been addressed and both projects have been completed as contracted. Powers local installation office in ********** has been in contact with you during and after both project installations and has rectified any and all installation related concerns and damages that occurred during the process of installing both of your projects. Additionally, Power offered you a substantial discount to the project for the inconvenience of the rescheduled window installation and for the siding panels that had to be replaced, which you have accepted and received.
If you have any other 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: ***************
*****************************Initial Complaint
Date:03/30/2025
Type: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.
March 26, 2025. $43,000. The salesman spent the entire day inside my home making false promises. I assumed everything he said was true. He promised a solar system with a battery, completely removed from the electric companies. He said it would provide all of our energy and we would never pay a dime to the electricity company ever again. On the day of installation, I found out there is no battery and our electric bill would only be reduced by a fraction. I told them to take everything back. That's not what I agreed to, and I'm not interested. They refused to take it down and even refused to leave my property. They threatened to remain on my property until I signed more papers "allowing them to leave". They threatened that I would be charged for this and there is nothing they can do to reverse the purchase. What I agreed to purchase is not what they provided. I want them to come get their things and return my money to the finance company. I want my property restored to the condition it was in before they came.Business Response
Date: 04/02/2025
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 does not sell, nor install, a solar system that offers battery storage of excess energy production. Attached are copies of your signed sales agreement and signed project specifications outlining the design and functionality of the system that you purchased. On the first page of the project specifications page you will notice the project is outlined to "Includes installation of Power Solar Panels System with optimizers included on every panel, Solar Edge Inverter, Iron Ridge rails and integrated attachment system, along with all hardware needed." There is no battery storage system included in the system description, nor is one outlined on the following page where the specific items being purchased are listed. A copy of the signed project specifications from your contract are attached.
Powers solar system works in tandem with your local utility company and reduces or eliminates your reliance on the energy provided by your utility company. How the system works in tandem with your current utility hookup, how your systems production and usage are monitored, how excess production is fed back to the utility company, and all associated variables that factor into your potential future savings are located in the signed sales agreement (also attached) under the ********************** section, "Financial Benefits" section and "System Performance" section. Lastly, a copy of the signed completion that you provided Power expressing your satisfaction with the completion of the project is also attached.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 04/03/2025
[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: 23134989
I am rejecting this response because:Your salesman made promises that were not true. That's fraud, regardless of the signed agreement. Especially in the state of Texas, the agreement between the representative of the business and the customer must be honored. Is it your policy to promise a different system to trick customers, then install an entirely different system? Is it your policy to then say " oh gotcha. The contract doesn't say what the salesman said."? If that's what you do, it's called a scam. You should not have a rating with bbb.
This equipment is NOT what I agreed to. I'm reasonably asking you to take it back and issue a refund. If you don't, your company and the salesman committed fraud. Please do the right thing. I feel like you are wanting to force me to pursue litigation. I prefer to have you do the honest thing and issue a refund. Don't be a scammer. Your salesman did this.
Regards,
******** ******Business Response
Date: 04/03/2025
Good morning,
Power draws up it's sales agreements in very clear language and makes copies available to you both physically and digitally so that both parties are aware of what the project entails, at what cost, and what other responsibilities each party has before, during, and after the project installation so that it is apparent to everyone involved what work is being performed. The project was installed as described in the project contract that you signed and the system is functioning as intended. You also signed the completion paperwork after the work was completed indicating the project was installed to your satisfaction. All of this paperwork is available to you digitally in your Project Pulse app and they were attached to the responses to this complaint. Unfortunately, there is nothing Power is able to do for you in terms of an alternative solar system as the one on your home is the only system Power offers. If you wish to have the system removed or altered in any way you should consult a third party contractor licensed to do so, however any alterations of removal of the system will have an effect on the warranty coverage provided to you with your project.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 04/03/2025
[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: 23134989
I am rejecting this response because:The agreement your salesman made with me does not match your documents. Is it your normal practice to lie about the agreement? Do you think it's okay for your salesman to deceive customers? It's not. Your salesman lied about the documents. They are void. Your construction crew refused to leave my property. I did refuse the project before. Your representatives assured me the completion documents were only to get them to stop trespassing. The problem here is, we did not receive the system we agreed to. I just want you to take it down, restore the damages, and issue a refund like I have been saying from the first day. I'm not asking you to install the system we agreed on. Your salesman promised us something your company doesn't have. So, just cancel the ******** being so difficult makes you look worse.
Regards,
******** ******Business Response
Date: 04/04/2025
Good morning,
The sales agreement, project specifications, and completion form attached came directly from your project documents and you can find the exact same documents in your Project Pulse app if you would like to verify their authenticity.
As previously stated, the project has been installed as contracted and Power can not and will not remove the solar system from you home and refund the project price. If you wish to have the system altered or removed for any reason you will need to enlist the services of another solar contractor licensed to do that type of work.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 04/04/2025
[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: 23134989
I am rejecting this response because:Your response is illogical. I'm telling you your company is trying to steal from me. The salesman had us sign those documents under false pretexts. He said a battery would be included. He guaranteed us the system would produce more energy than we use. He guaranteed an immediate tax refund of $9,000, which was also a lie. When I found out you were installing something we did not agree to, I told the installers to take it down.Those documents are void. You can't lie to someone about what's in a contract and then enforce it. You can issue a refund. If you want your equipment back, you can retrieve it. Why are you being difficult. Your salesman committed fraud. I would think you would want to fix the mistake. Why do you keep suggesting I should spend more money? Your company already caused enough problems. Your options are to retrieve your equipment or forfeit it. You will issue a refund or I will have to force it
Regards,
******** ******Initial Complaint
Date:03/27/2025
Type: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 windows under a "Lifetime" warranty. The seals have failed in several windows. I was told on March 27th, 2025, that the company that made the windows was sold and the new company (which they refused to name) will not honor the warranty. This seems a breach of contract , as the company did not go bankrupt. Who assumed the liability of my warranty when the company was sold? I spent $8000+ dollars. The Warranty states "If any condensation, moisture, dirt, or other obstructions occur between the panes of glass, a new insulated glass unit will be supplied free of charge."Business Response
Date: 03/28/2025
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 3/27/2025 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:03/27/2025
Type:Status:ResolvedMore 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 windows from Power HRG in 2016. Since then we have had multiple seal failures. In the last 8 years almost all of my windows have been replaced due to defects. Just called again on windows that failed that were replaced in 2024. Was told that these are not under warranty as their manufacturer was sold to another company. When I bought the windows I was told that Power owns the manufacturer and everything has a lifetime warranty. Now after spending $31k plus for windows they want me to pay $2k for the windows that were replaced in 24. No window warranty information was given at the time of purchase.Business Response
Date: 03/27/2025
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 quotes that your received from a Power representative on 3/7/2025 and again on 3/26/2025 and the most recent 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: 04/03/2025
[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,
**** *****
Power Home Remodeling Group, LLC is BBB Accredited.
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