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

  201 Jones Rd Fl W Ste 205 North Waltham, MA 02451-1600

  
• 

  Power Home Remodeling Group, Inc.

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

  
• 

  Power Home Remodeling

  3660 Regent Blvd Ste 100 Irving, TX 75063

  
• 

  Power Home Remodeling Group, LLC

  747 N Shepherd Dr Ste 800 Houston, TX 77007-1336

  

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:01/15/2025

  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.

  Warranty issues not covering windows the are broken and I disagree with their denial of my claim

  

  Business Response

  Date: 01/21/2025

  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.

  Because the damage to the window frame is not due to a manufacturing related issue, and because the damage was not directly or indirectly related to Powers installation or any service repair Power provided, the cost of the replacement window frames would unfortunately be a cost for you bear.  The product and labor warranties associated with your project cover normal manufacturing related issues and defects as well as any labor related issues that may arise at any time.  It specifically excludes, abuse, misuse, and neglect, which appears to be what caused the damage to your window frames.

  Power has offered to provide a price for the replacement window frames and the labor to replace them, however you have indicated that you would get the windows replaced through a third party.  If you still wish to have Power perform the service for you, please contact Power's *************************** 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: 01/23/2025

  [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: 22814049
  
  I am rejecting this response because:
  
  I believe I did not neglect or abuse,or mis use the window, I only used it normally I have other windows and I dont abuse them and they are working fine, current design has a stopper that doesnt allow window to open any further, I believe this is a manufacturer issue 
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/14/2025

  Type:Sales and Advertising 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.

  On January 14, 2025, at around 3:55p.m., a salesperson from Power Home visited my home in ***********, **, attempting to sell me on their services. They ignored my "no solicitors" sign and falsely claimed to have recently done a job for one of my neighbors.

  

  Business Response

  Date: 01/16/2025

  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.

  Power's marketing teams are regularly out in the community, visiting with homeowners are who are neighbors or who live in close proximity to them homeowners for whom Power has recently completed work for or for whom Power is about to perform work for.  We apologize for any inconvenience their presence may have caused and steps have been taken to ensure that you are no longer visited by Powers sales or marketing teams in the future.

  Thank you,

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

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  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.

  We purchased windows in our entire house approx 10 years ago. The purchase included a double lifetime warranty. We have papers & signed contracts on the warranty. Our windows started to have gas build up in between the windows. We have had a few replaced throughout the years under our warranty. We currently have 5 more windows that need replacing. We just got off the phone with them and they proceeded to tell us that the warranty is no longer valid, as they have a different manufacturer. Power is no longer honoring the warranty that we paid for and now we are stuck with gas filled windows (purple **************** inside the windows) and are told we have to pay for replacements. My intention is to have Power fulfill the warranty for my windows and replace the ones that are defective.

  

  Business Response

  Date: 01/10/2025

  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.

  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 1/9/2025 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: 01/12/2025

  [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,
  
  ***** ******
  
  

• Initial Complaint

  Date:01/09/2025

  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.

  Dear Customer Service,I am writing to express my concern regarding a recent change in the terms of my lifetime warranty, which was originally provided by Power Home Remodeling when I had my windows replaced.When I chose to go with your company, I paid more than double the price of other competitors, specifically because I was promised a lifetime warranty covering both labor and materials. This warranty was a major factor in my decision to invest in your services.Approximately one year ago, when two of my windows became *****, the company honored the warranty and replaced them at no cost. However, I have recently encountered another window with similar issues, and I was shocked to learn that the warranty terms have now been altered. I was informed that only labor is now covered under warranty, and I was asked to pay $180 for the replacement of this window.I strongly believe that, as a loyal customer who paid a premium for the lifetime warranty initially offered, the replacement should be covered under the same terms, with no additional charge. I am requesting that you honor the original warranty and replace the window free of charge, as was agreed upon at the time of purchase.I would appreciate your prompt attention to this matter and look forward to a resolution.Thank you for your time and understanding.Sincerely,***** ******

  

  Business Response

  Date: 01/14/2025

  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 1/9/2025 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: 01/16/2025

  [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: 22788097
  
  I am rejecting this response because:

  I would like to emphasize that the warranty I received was specifically through Power Company, and it is Powers responsibility to protect and uphold the terms of that warranty. When I purchased the windows, I paid Power Company a significantly higher price, in part due to the warranty they offered. The sales agent was very focused on highlighting the value of the warranty as a key selling point to justify the premium cost. Therefore, since I paid Power Company for both the product and the warranty coverage, I believe it is their responsibility to address any issues with the windows, including covering the cost of replacement parts, without passing on additional costs to me.
  I understand that ***************************, the original manufacturer, is no longer producing the window line installed in my home, and that their warranty is no longer valid. However, since I purchased the warranty through Power and paid a higher price for this added coverage, I expect Power Company to take the necessary steps to ensure my windows are properly serviced under the warranty terms I was promised.
  I appreciate Powers effort to absorb part of the cost of the replacement parts; however, given that the warranty was sold to me as part of the overall package and was a major factor in justifying the price, I believe Power Company should take full responsibility for the cost of replacement parts and ensure that the warranty is honored in full.
  I look forward to your confirmation that the warranty will be upheld, as per the terms under which it was purchased.
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 01/16/2025

  Good morning,

  We understand that Power offers a premium product at a less than premium price, and Powers project pricing is based on many things.  One of the things that helps keeps Powers project pricing down is that the window manufacturer will absorb any costs related to the repair or replacement of the window or window parts due to issues related to manufacturing under their warranty.  That is a guarantee that is offered by the manufacturer, not Power, and all of Powers past and present contracts and warranty paperwork reflect that.  This is no longer the case for the aforementioned reasons and yet Power is already willing to absorb more than half of the cost of each replacement window sash for your home and, as guarantee by Power's labor warranty, is also covering the cost of the labor to deliver and install them.

  Power shares in your frustration that the manufacturer is no longer upholding the guarantees set forth by them at the time that you entered into a contract with Power and Power has done everything it can to mitigate the trickle down effect to you, Powers customer, as well as any other ********************** customer who may be in the same situation.  With that said, Power will not be able to provide you replacement window sashes for free.  The pricing that was provided to you is good for ************************************************************************************ your home you may do so by opening the Project Pulse app, opening the service quote from the notifications tab, and following the instructions provided to initiate the process.
  

  Thank you,

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

• Initial Complaint

  Date:01/07/2025

  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 bought solar and windows, and doors from this company. November 18th and 19th the solar and windows were installed. Then we found glass on our walkway and in our driveway, trash from food out in front of the house. A man came out the 11/22 to make sure was done to our satisfaction, we found damage on 2 of the window sliders. He also sold us doors on the same day, stating they would bring the new sliders for the windows on the same day as the doors would be replaced. This is when everything went down hill. SRP, our power company came on 12/4 to do a final check on our solar. We were supposed to get a phone call shortly after to turn on our solar. We never received the phine call. The doors were supposed to be done 12/13, but they had to delay to 12/20, and they showed up with no sliders, and not all the correct hardware to do the doors. I was told they would be back 12/23 to finish, they never showed. I called back 12/27 to see when they would finish the door, and the said they would be out that afternoon. They did come, slapped the wrong hardware on the door, gave me a secondary key for the lock and said they were done. I called the office immediately, it was wrong, the wrong handle...all of my keys were supposed to be the same, and the contractor said I could get it re-keyed. This is not what I paid for. I asked for someone to come look at the doors, and turn on my solar, they set an appointment for 12/31, and again did not show up. I called again on 1/2/25 twice and could not get in touch with the office. Finally got a hold of Brayden from the office on 1/3/25, and I was VERY upset at this point. He stated he would call me back when he got it figured out.... I have still yet to receive a phone call. Over $65,000 with this company and this is how I'm treated. I still need 2 sliders for the windows, I still need my solar turned on, which I'm losing money on at this point, and I still need my doors done correctly.

  

  Business Response

  Date: 01/07/2025

  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.

  The replacement slider window sashes that were scheduled to be installed were found to be damaged upon Powers receipt of the order from the manufacturer.  New replacement window sashes were placed on order with your window manufacturer and they are scheduled to be completed on 1/21/2025, at which time a Power representative will be in contact with you to schedule their installation.  The correct hardware for the entry door will be provided and installed on the same date that the replacement window sashes are installed.  Additionally, the solar system was turned on on Saturday 1/4/2025.  If you are experiencing any issues with the solar system, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist.  Otherwise, expect a call on or shortly after 1/21/2025 once the replacement window sashes and door hardware are received and quality checked to schedule their installation.
  

  Thank you,

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

  Customer Answer

  Date: 01/08/2025

   

   Complaint: 22778784
  
  I am rejecting this response because:
  
  If my solar was turned on, I was not made aware of this.  It is the companies responsibility to communicate this information with the consumer.  At the time my solar was to be turned on, I was also supposed to be explained how to download the app to manage my solar! Which has not been done as well.  I was also told someone would be contacting me to go over the other issues with the doors.  That has not been done yet as well.  You may have ordered the other hardware involved, but there had not been any communication to either my husband or I about this. Or who would be coming to go over the other issues. A simple phone call to discuss this would have been appreciated.  Seeing in how your company made an appointment to go over my other issues and did not show up. My solar should have been turned on last month, I have been losing money the entire time your company did not do their job. I have had to reach out to the company SEVERAL times regarding these issues, with no response, or you did not show. 

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

  
  

  Customer Answer

  Date: 01/22/2025

  Yes someone has contacted me, but they have not finished or fixed the issue

  

  Business Response

  Date: 01/22/2025

  Good morning,

  The remaining service items will be completed as outlined in the prior complaint response.

  Thank you,

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

• Initial Complaint

  Date:01/06/2025

  Type:Sales and Advertising 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.

  On 01/05/2025 ***** **** of power remodeling stopped by to give me a "free" estimate on the work i would need done. We went through everything and he kept saying "now you don't have to go with us, but whoever you choose to go with [blah blah blah]", numerous times. I told him that i did not want my credit pulled and that i was not moving forward with the sale until I had a chance to review everything and he insisted that what i was signing would not affect my credit and did not constitute sale. I looked at the documents and i told him that "this sounds like a sale based on the writing" yet he insisted that it was not and that I could cancel within 3 days with no affect to my credit. Well, I just got a hit on my credit today 01/06/2025 which i explicitly told him I did not want to happen. He lied to me about the sales contract and also lied to me about the credit card check, that it would be to see if "I qualified" or that to "just make sure you are bringing money in the household". This has been a terrible experience and I will never trust another salesman that comes to my house again. ***** ****, you are a liar and will say whatever you want to make a sale. He even knows that i am expecting a child in a month, i let this man in my house to do measurements and I was foolish enough to trust him to go around unmonitored.

  

  Business Response

  Date: 01/07/2025

  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.

  On the completed and signed credit application that you have furnished in your complaint, you authorized Power Home Remodeling and/or it's lending partners to pull your credit report for the purposes of obtaining financing to assist in paying for your remodeling project.  Please refer to the second paragraph on the second page, specifically: "Further, you authorize PHRG and/or its assigns and the Lender to: (1) obtain a credit report on you for any legal purpose in connection with this loan application, including any update, extension
  of credit, review or collection of your loan, and (2) lender will notify PHRG of the credit decision and (if approved) the proposed loan repayment period."  We apologize for any inconvenience or misunderstanding that there might have been, however, a credit inquiry was made as authorized by you at the time of sale.

  Thank you,

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

• Initial Complaint

  Date:01/04/2025

  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.

  Purchased a bow window in February of 2017, about 1 year ago noticed what appears to be mold in one of the panels. Reached out to Power on 4/29/2024 and explained the situation, they never offered to send someone out to look at the problem but said they would order a new pane for the window. Checked back with power on 5/26/2024 and was told it would **** * months. Again checked back on 11/29/2024 and was told " nothing was in yet ". So now it is January of 2025 and the mold has spread to a second pane and we have not heard back from the company who sells there products but does not stand behind them.

  

  Business Response

  Date: 01/06/2025

  Good afternoon,

  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 most recent guidance from your original window manufacturer, who is manufacturing the replacement sash for your window, is that the replacement window sash should be completed and delivered to Power's local installation office in *********** on 2/6/2025.  Once it is delivered and Power can confirm that it is both correct and free of any blemishes , defects or shipping damage, a Power representative will be in contact with you to schedule the installation of the replacement window sash.  If you are experiencing additional issues with your window that Power's *************************** is not already aware of, please reach out 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: 01/18/2025

  this hasn't been resolved yet, this is nearly a year to replace a pane of window. I am very displeased with this company

• Initial Complaint

  Date:01/03/2025

  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 initially signed up with Power and paid a down-payment, because they assured us that the people who would be doing the work will be neat, respectful, clean, esp considering that I would be the only 1 here for install; however that was not the case. On the day of install,Sept 26th 2024 there was a car parked infront of our home with someone in the drivers seat, who did not identify himself after I pulled up. After entering our home, about 20-30mins later a power truck pulls into our driveway. The person driving the truck rings the doorbell. I answer and ask did someone say it was OK to park in our driveway. He then proceeds to say that I should know they need to use the driveway. I informed him that no 1 informed us of this and that I would need to call power to find out if there is anything else i need to be informed of. Upon calling power customer service informed me that they were unable to reach the office in charge of our install. I then went back to the crew at this point the guy in the car is out and standing outside as well, along with the passenger from the truck (3 men in total) They proceed to enter our home. I ask if the have booties for their shoes. They then inform me that they don't need booties because they don't have to wear them at any other job. I then inform them that this is our home and not every other home. This became an issue, with us both going back and forth. The guy who drove the car then gets back in his car and leaves without a word. I'm now scared, anxious and nervous, and call power again. They again inform me that the office is unavailable. I ask if I should call the police because I don't feel safe. She then says to tell them to leave which I did. *** from the office returns my calls later and tells me he can have another crew there and to talk it over with my partner n call him back. My partner and I talk it over and 2 days later call back to say we don't want to proceed. He tells us that's not an option and we need to schedule.

  

  Business Response

  Date: 01/05/2025

  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.

  Your project with Power Home Remodeling was cancelled on 11/21/2024 and Power has not had contact with you since then.  We apologize for any inconvenience that the home remodeling process has caused you and wish you the best in the future.

  Thank you,

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

  Customer Answer

  Date: 01/06/2025

  They canceled our project and haven't contacted us since, however they have not returned our deposit. When we filed a dispute with our credit card company they rejected it, although we recieved no service from them due to their own workers fault. Our complaint is in regards to a refund of our money. Their response is unacceptable.

  Customer Answer

  Date: 01/08/2025

  
  
   Complaint: 22762924
  
  I am rejecting this response because:They canceled our project and haven't contacted us since, however they have not returned our deposit. When we filed a dispute with our credit card company they rejected it, although we recieved no service from them due to their own workers fault. Our complaint is in regards to a refund of our money. Their response is unacceptable.
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/08/2025

  Good morning,

  The window project was cancelled outside of the three day rescission period in which you are able to cancel the project without penalty, which started on 8/16/2024 when you entered into the remodeling agreement with Power Home Remodeling.  These terms are outlined in your copy of the Sales Agreement associated with the project.  Custom made product had already been ordered, manufactured, and furnished when you elected to cancel the project on 9/26/2024, the date of the installation, which can not be returned or utilized any other way and for which Power has already been invoiced for by your window manufacturer.  The down payment for the project was collected at the time of sale to protect Power from such an occurrence, as Power is now responsible for both material and labor costs associated with your incomplete and unpaid project due to your breach of the contract.  For those reasons, the down payment will not be refunded.

  Thank you,

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

  Customer Answer

  Date: 01/10/2025

  [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: 22762924
  
  I am rejecting this response because: we have not recieved a refund of $6238.07 that they took as a down-payment and when we disputed with the credit card company they stated that power denied the claim. No work was done by power at our home!
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/15/2025

  Good morning,

  The reasons for why the down payment will not be refunded were outlined in the previous response to this complaint.  If you have any questions or if you wish to proceed with the project please reach out to your local installation office and representative will be happy to assist you.  Otherwise, the contractual relationship you have with Power has been terminated at your request and no monies paid towards the project to cover the material and labor costs that Power has already incurred will be returned.

  Thank you,

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

• Initial Complaint

  Date:01/01/2025

  Type:Customer Service 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.

  Power windows and doors, Had new siding, windows and gutters installed Feb2024 May 2024 siding fell off back of house, was not fixed until September 2024.January 2025- gutter and soffit pulling off of *****, had been applied w nails, not long enough. The offices are closed today so awaiting response to my inquiry via their website

  

  Business Response

  Date: 01/02/2025

  Good afternoon,

  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 offices were closed on January 1st, 2025 in observance of the New Years holiday.  A Power representative was in contact with you on 1/2/2025 in regard to the gutter and soffit concerns and a service is scheduled to have those concerns taken care of.  As outlined, your prior concern with the siding that was installed on the home has already been serviced and is not in need of repair.

  Thank you,

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

  Customer Answer

  Date: 01/03/2025

  The response from the company representative indicated that repair has been scheduled when it actually has not. I was requested to send pictures, which I have done, I am waiting for a date and time for the repairs...

  Customer Answer

  Date: 01/08/2025

  [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: 22754124
  
  I am rejecting this response because:
  
  
  The response from the company representative indicated that repair has been scheduled when it actually has not. I was requested to send pictures, which I have done, I am waiting for a date and time for the repairs...
  Regards,
  
  *** ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/08/2025

  Good morning,

  The service for your gutters was tentatively scheduled for 3/12/2025 pending receipt of the photos of the damage to the gutters.  A representative will be in contact with you to confirm the service date and the scope of work required at the service to ensure everything can be taken care of promptly.

  Thank you,

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

  Customer Answer

  Date: 01/09/2025

  [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: 22754124
  
  I am rejecting this response because:
  I called the company1/7,

  The representative stated someone would be in touch about the date for repairs, I have not received a call back
  
  Regards,
  
  *** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 01/15/2025

  Good morning,

  What was explained on 1/8/2025 when Customer Support was speaking to you and what has been explained in previous responses to this complaint is that the service for the gutter repair is scheduled and if both a) alternative arrangements are warranted and b) an alternative service date can be accommodated that a representative will be in contact with you to discuss those alternative arrangements.

  Thank you,

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

  Customer Answer

  Date: 01/17/2025

  Still no scheduled date from the company for a resolution to the gutter problem

  Customer Answer

  Date: 01/21/2025

  Acceptance of current plan for repairs  scheduled for Jan 31 And Feb 3.

  Will close complaint upon full completion of service required
  
   Complaint: 22754124
  
  I am rejecting this response because:
  
  
  Regards,
  
  *** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/28/2024

  Type:Billing 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.

  RUNNING MY CREDIT AFTER I PAID WITH CREDIT CARD

  

  Business Response

  Date: 12/30/2024

  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 you entered into an agreement with Power Home Remodeling to have your entry door replaced, you completed and signed a credit application authorizing Power Home Remodelings lending partners to pull your credit to determine your credit worthiness in order to receive approval for financing for the purpose of paying for your project with Power Home Remodeling.  A copy of the signed credit report authorizing this is attached.

  Thank you,

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

  Customer Answer

  Date: 01/13/2025

  Need to know there attys name and firm to send letters of intent to sue

   

  Thanks