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

  7701 Metropolis Dr Bldg 12 Austin, TX 78744-3125

  

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: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

• Initial Complaint

  Date:12/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had windows from Power Home installed several years ago. Since then, they have become discolored and foggy. Because of the lifetime warranty, I have been trying to get them replaced. Power Home has made appointments six separate times over the past 1.5 years to come replace them. Each appointment has been cancelled on the DAY OF (an hour before the appointment or at the time of the appointment) because of nonsensical reasons such as: one of the workers quitting weeks prior, one of the workers getting sick day of, an alleged car accident the day of, etc. or for simply no reason at all. I have not been met with any effort to reschedule these appointments in a timely manner and my windows continue to look horrible and have not been replaced. They previously would reschedule for a month later and have now started rescheduling the appointments to two months later. I have called the company an infinite amount of times and am met with resistance and ridiculous excuses. I ask to speak with a supervisor each time and only once have I received a call back. The supervisor was unable to address my concerns or help me in any way. This company is unprofessional, scheming, and a scam. I will never get back the time, money and effort I have wasted on dealing with them and am still awaiting the last window delivery I was promised weeks ago.

  

  Business Response

  Date: 12/26/2024

  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.

  At this time, your service appointment to address the concerns with the windows installed in your home is scheduled for the earliest available date and time.  Power representatives have been in touch with you on 12/9/2024, 12/11/2024 and 12/23/2024 and have placed a final window sash on order with your window manufacturer and have confirmed the details of the pending service you have scheduled.  We apologize for any inconvenience rescheduling your service appointment may have caused and look forward to having everything resolved for you as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:12/20/2024

  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.

  hire them to install the siding and gutters on my house, everything went well until we found some issues with the install, all four corners of my roof were lift up by the drip edge, and the gutter on the back was installed too low making the water to drip behind the gutter and making my back deck and door to be wet. after they sent out the crew to have it fixed the siding crew came and try to six the issue with the drip edge and end up ripping some of the shingles of my roof making it exposed for the rain water to filter into the porch, then they did send the gutter crew to raised up the back gutter but the capping around my kitchen window they bend it in and destroy it, i called the office once again and request to have a manager come and see what all was going on to see if we can get a solution to this and after he (*****) came and took pictures he scheduled someone to come and fix it but its been a battle as well because he ignores my messages, and today i had the gutter crew come and just to say that the issue needs to be fixed by the siding crew, also the drip edge that was installed on the back was capping metal not actual drip edge material. so i need someone to finally fix this issue, fix my roof (that was not part of the project and it was perfectly fine before the install) and have a crew to fix it all because i did not pay this big amount of money for a s***** job! we had windows installed the previous year by this company and had no complaints and that's why we trusted this company to do the siding but this time its been nothing but a headache and been given the run around with terrible service!

  

  Business Response

  Date: 12/21/2024

  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.

  Power's local installation office in ********* has been working with you through the remaining concerns with the siding and gutter project and was in contact with you as recently as yesterday, Friday, 12/20/2024.  The concern with the existing roof shingles is a pre-existing issue, Power's siding and gutter crews did not cut back or damage the shingles.  Power has provided photos showing the condition of the shingles before and after Power performed work at the home and they are in the same condition.  The other concerns have been resolved with the exception of the drip edge that needs to be replaced.  Powers local installation office advised you that they are sourcing a matching color for your home and would be in contact with you as soon as the materials are available to schedule the service to complete the repairs to the home.  We look forward to having everything resolved for you as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:12/18/2024

  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.

  To Whom It May Concern,I am writing to file a formal complaint against Power Home Remodeling regarding their work on my home in ********. As a military and first responder family, our financial stability is paramount, and the companys negligence has severely impacted us.Unfortunately, the company exhibited a lack of knowledge and substandard workmanship. They failed to adhere to construction and installation codes specific to ********. A project manager after two years of ongoing issues informed us his company originating from the eastern region, the company did not educate themselves on the necessary standards. As a result, it caused excessive water damage to our property.Instead of replacing our old siding completely as contracted, they installed new siding over the existing one without proper inspection, which I had paid for. Unfortunately, the entire siding will need to be replaced to fix and correct the damage. They used incorrect nail spacing during the installation and covered the weep holes of our windows, resulting in thousands of dollars in damage. As a first-time homeowner, I was unaware of these violations until I conducted my own research and discovered the numerous codes they had breached. I feel taken advantage of due to being a first-time homeowner and a female, having had this ongoing issue for two years with no resolution from their warranty company.The companys ongoing negligence and refusal to address their wrongdoing have left us in a difficult financial situation. I strongly advise against contracting this company and urge others to thoroughly research contractors and their regional expertise before hiring.Sincerely,******* ********* **** *****

  

  Business Response

  Date: 12/19/2024

  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.

  Power has been on-site to address any concerns that may have existed with the siding installation at your home since it was completed.  Most recently, a Power Installation Manager was on-site on 12/9/2024 and determined that the window with the most recent concern does not have weepholes, nor to at least two of the windows on the opposite side of the home.  There are several different styles of windows in the home from multiple manufacturers, some of which have weepholes and some of which do not, and Power is not responsible for any issues with the windows without weepholes as Power could not have covered a weephole in that window.  When you expressed additional concerns with the siding project, a Power Project Production Manager agreed to review those concerns with you on-site today, Thursday 12/19/2024.  Any necessary next steps will be determined at that visit with you.

  If any outstanding concerns with the siding installation at your home are present, Power looks forward to resolving those for you as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April of 2024 my lawn service broke the window on my front door. Most of the shattered glass remains in the frame and Power Home Remodeling accepted payment from the lawn service insurance for the repair in the amount of $1,475. Since that time t a repair was scheduled for September 30 and Power canceled because they did not have the glass. As of now the glass is scheduled to arrive February 10 with a new install date of February 12. They suggested they could do it possibly by Thanksgiving but that has not happened. I do not believe the repair will happen and would like to get the repair money refunded to me and have someone else do the work.

  

  Business Response

  Date: 12/18/2024

  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.

  Unfortunately, the original entry door manufacturer of the door in your home is no longer in business and the product warranty on the entry door is no longer in effect.  Additionally, Power is no longer able to source replacement entry door parts, and in particular entry door glass inserts, through the original manufacturer.  Power has been able to source some replacement door parts through other 3rd party vendors, however turnarounds times on manufacturing and delivery vary, and are often inconsistent, which can make predicting accurate delivery and installation times difficult.  Power has already ordered the replacement glass insert and trim for your door you scheduled the earliest available date and time based on the expected delivery.  This order is no longer able to be cancelled with this 3rd party vendor, therefore Power will not be able to refund you for the cost of the replacement service.

  We look forward to having everything resolved for you on 2/12/2025 as scheduled.

  Thank you,

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

• Initial Complaint

  Date:12/16/2024

  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.

  In 2019 we had windows installed, several of the windows have worn out or are not working properly as they have lost their insulation integrity. After waiting for more than a year to get the windows fixed, the company has not done anything. They said that its a shipping or replacement issue. Anyway, these windows were advertised as lifetime warranty. Therefore we would like to to get the windows fixed or the cost of them returned to us promptly, which I calculate as around 7k + interest in todays market. Please return call, or this will be considered as a breech of contract and we will request the full refund. Thanks.

  

  Business Response

  Date: 12/16/2024

  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.

  Power has placed three separate orders for different replacement window sashes for your home with your window manufacturer and Power is still waiting for those orders to be completed and delivered to Powers local installation office in *******  As soon as Power's local office receives delivery dates for your orders a representative will be in contact with you to schedule a service to install the replacement window sashes in your home.  We apologize for any inconvenience the delays in servicing your windows may be causing and look forward to having your window concerns resolved for you soon.

  Thank you,

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

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising 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.

  - Salesperson have been to my house twice this week - Lie about my neighbors having their windows changed - Has my information

  

  Business Response

  Date: 12/12/2024

  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 local marketing team is in your area because Power is currently performing or has recently completed work in your community.  If you wish to be added to Powers local "Do Not Knock" list so that Power's marketing team no longer stops by when work is being performed in your area, please reach out to the *************************** 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: 12/13/2024

  [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: 22679757
  
  I am rejecting this response because:

  I am not willing to call their customer support team since Ive been hearing and seeing reviews that they will not remove you but attempt again to get a person to come to my property. I dont feel safe having my number exposed to this company and how aggressive the salesperson was to me. 
  

  I felt unsafe and uncomfortable while they were on my property. I did not give them consent on coming back for an estimate and the fact that they called the scheduler when I inform them I dont own the house and will not being needing an estimate is ridiculous. 
  
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/13/2024

  Good morning,

  Your information has been added to both Power's national "Do Not Call" list and Powers local "Do Not Knock" list.  These changes may take up to *********************************************************************************** visits to your home from Powers sales or marketing teams.  We apologize for any inconvenience this may have caused.

  Thank you,

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

  Customer Answer

  Date: 12/13/2024

  [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:12/11/2024

  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.

  I, unfortunately, trusted the Power Home Remodeling sales person when he said there would be no interest charged for over 48 months. ( I swear it was more like 90 months - I made him repeat it over and over). I wish I had cancelled it when the windows didn't get there by the time of the install, and the install date had to be changed. That was a sign. Then when they did install it, I had to get them to come back and redo one of the double windows because it wasn't even put in right. There was also the promise of a discount if they got a good review, which my son-in-law gave them - no discount. I've been paying my loan off with interest since day one and there was no discount. In Georgia - a verbal agreement - such as offering 90 months interest free is considered a binding agreement. If you call them, they deny ever offering it. Run fast from this company. Nothing but a bunch of liars.

  

  Business Response

  Date: 12/12/2024

  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.

  The project price discount that you agreed to at the time of sale in exchange for your review of the project and in exchange for Powers right to use photos of your home for marketing purposes is factored into the price of the project on the front end, it is not deducted from the project price after the fact.  The project price you were given at the time that you signed a contract entering into an agreement with Power included those discounts.  A copy of the marketing programs agreement that you signed is attached. 

  Power does not offer financing directly to consumers, rather Power is partnered several different lending partners that offer financing to Power customers for the express purpose of paying for a project performed by Power.  Powers lending partners do not have any loan programs that include an introductory 0% interest rate for any length of time.  As outlined in the credit application you signed (attached) Power has no influence on whether you will receive finance approval, how much finance approval you may receive, or what the terms of those agreements will be.  This is all based on your credit worthiness and determined by Powers different lending partners. 

  Thank you,

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

• Initial Complaint

  Date:12/08/2024

  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.

  Roof is 12 years old I paid for a lifetime warranty. There are several leaks in the roof, the plywood is turning colors, the roof leaks through the nail holes. The insulation in the attic is wet from the leaks, the rafters have water stains. Damage is being done to the integrity if my home. I worry that water could get to my electrical and start a fire. I have contacted Power several times, 11/30/24, 12/5/24 by email, and they keep giving me a date of 3/12/25, this is unacceptable. They requested pictures and I sent them on 11/30/24. They have had two sales **** show up at my home 12/5/24 and again 12/6/24. The first rep called PA office and they gave him same repair date. Second rep came tried to contact office no answer said he would come back next day he never came back. Rain is in the forecast this week and I pray that no damage is done to the interior of my home. I can no longer play Powers game I must call a roofer and get the repairs done. I will pay the bill from the roofer and then take Power to court for the amount of the repair, all attorneys fees, court costs and aggravation they have caused me. All I wanted was a quick response and repair. their status needs to be changed and you need to contact them and see if you can get a response, I am done. I am going to the media, the DAV ( Disabled Veterans) and other newspapers. I hope you have better luck than me.

  

  Business Response

  Date: 12/09/2024

  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.

  Power's local installation office in *********** was notified by the *************************** at **********************'s headquarters of the concerns currently have with the roof that was installed on your home.  Your local installation office is working on arranging a date and time for a Power Installation Manager to be on-site to assess those concerns earlier than the currently scheduled service appointment.  As soon as an Installation Manager and a date are determined, your local office will be in contact with you to make alternative arrangements.

  Thank you,

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

  Customer Answer

  Date: 12/09/2024

  [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:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The roof has leaked since it was installed 10 years ago. Power Home Remodeling has been out multiple times attempting to diagnose and ***air the issue all the while making a mess of my roof caulking over the exhaust and vent. They ***eatedly blamed the chimney but multiple companies said it was not the chimney. We went ahead and had it ***laced. Still leaking. The last visit was on October 26th where we the service tech did a water test on the side of the house and he determined it is the siding leaking, not the roof. I think it was where the roof meets the siding as there is no overhand or the window, since that is where the hose was directed. The windows were also done by Power Home Remodeling. We tried to get the service tech to ***lace the exhaust pipes and vents plus address the nail pop but he advised that would require another service call. We had Power Home Remodeling come out to provide a quote for siding on Wednesday, October 30th. When we showed **** ******** the pics of the roof, he could not believe how bad the exhaust pipes and vents looked and promised to get them ***laced right away as new ones should have been installed with the roof (they were not, just the existing painting,) and the caulking should not look this bad. Plus address the nail pop. He was texting who he said was the head of the service department who told him they would get this addressed. I have called weekly to follow up since and no one has a record of ****** communication with anyone. I kept being told someone would call me back. No one ever did. Finally today I was told that someone advised me on November 21st that the roof is over 10 years old and they will not do anything for me. I told the customer service *** that no one has been in touch with me, I have initiated every call and was told someone would get back to me. He told me there is nothing they can or will do for me because of the age of the roof. At this point I am looking for Power Home Remodeling to fix their mess.

  

  Business Response

  Date: 12/09/2024

  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.

  A Power Installation Manager was most recently on-site on 10/26/2024.  At that time, it was noted that the leak goes across the home from right to left in a straight line.  When the siding was water tested it leaked inside the home right away.  The existing siding only has wood behind it, rather than a house wrap or some kind of moisture barrier, and there is a lot of **** growing on and behind the siding, which would indicate there has been a moisture presence for quite some time.   On the interior, the wall is cracked in this area as well, indicating that the water intrusion is from above the roof line and from the area of siding identified on 10/26/2024.  This would explain why nothing that Power has done to service the roof has resolved the leaking issue, since the siding is not Powers and was never addressed.  Power has since been on-site to provide you a quote to have the siding re-done correctly in order to stop the leak, however at this time you have not chosen to have the work performed.  Until the siding is addressed, whether by Power or another 3rd party contractor, the leak will continue.

  Thank you,

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

  Customer Answer

  Date: 12/09/2024

  [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: 22627678
  
  I am rejecting this response because:

  What I asking PHR to do is repair the mess that was made to my roof while searching for the leak for the last 10 years. I am requesting the vent and exhaust pipes that has caulking caked up on them be replaced.  Plus address the nail pop as shown in the original images attached.  They were supposed to be new vent and exhausts installed when the roof was done but the installers just painted over them. I have included images how clean the installation is supposed to be in comparison to what mine look like. Thank you.
  
  
  Regards,
  
  ******* ***
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/10/2024

  Good morning,

  New vents and vent pipes are not part of a new roofing installation and were not included in your contract.  New pipe collars and vent flashing for the existing vent pipes and vents are included in a new roofing project and were done when the roof was installed.  Furthermore, the pipe collars were re-sealed as part of the service that was performed earlier this year at your request.  They have not leaked in the past, nor are they leaking now, and Power stands by the work completed and the current condition of the roof.

  Thank you,

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

  Customer Answer

  Date: 12/10/2024

  [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: 22627678
  
  I am rejecting this response because:

  Noted, new exhaust and vents were not included in the contract. I am finding they are in most roofing contracts. The collars were not replaced. The vents were just spray painted but new collars were not installed.  Even your own sales person noted how horrible they looked for 10 years.  The sloppy non matching caulking  was not done at our request.  We would like the collars replaced. 

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

  
  

  

  Business Response

  Date: 12/11/2024

  Good morning,

  As stated, the roof is not leaking and there has never been a documented leak from the roof.  Power stands by the installation of the roof, roofing components and any work that Power has has performed since the installation was completed.  Power has already performed numerous visits and performed countless services, at no charge, under warranty, despite there never being an issue with the material or workmanship provided by Power.  Power will not continue to service a product that does not require service.  If any concerns arise in the future, please do not hesitate to give Powers *************************** a call and a representative will be happy to assist you.

  Thank you,

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

  Customer Answer

  Date: 12/14/2024

  [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: 22627678
  
  I am rejecting this response because:
  

  PHR has not provided any services other than searching for the leak that started after the new roof and making a mess caulking the collars. Service calls is a part of the "lifetime warranty." It was not until the last several visits that the water test started being done. All other service calls involved someone walking around on the roof and saying it is the chimney. I am not asking for all of the damage that has been done inside of my home to be repaired. Just proper installation of replacement collars since this was never done and my original ones are now caked up with poorly applied caulk. 
  
  Regards,
  
  ******* ***
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/16/2024

  Good morning,

  There are no outstanding issues with the roof Power has installed and no service is necessary.

  If you have any concerns with the roof in the future, please do not hesitate to give Power a call and a representative will be happy to assist you.

  Thank you,

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