Complaints

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

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  Power Home Remodeling Group, LLC

  2501 Seaport Dr Fl 4 Chester, PA 19013-2249

  
• 

  Power Home Remodeling Group, LLC

  41370 Bridge Street Novi, MI 48375

  
• 

  Power Home Remodeling Group, LLC

  2147 Route 27 Fl 2 Edison, NJ 08817-3365

  
• 

  Power Home Remodeling

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

  
• 

  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:10/08/2024

  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.

  Purchased a brand new tear off roof installation in 2017. 2 years later we received water damage in our newly remodeled dining room due to ice damming caused by improper ventilation as a result of Power HR's negligent installation. I had multiple attic companies and experts assess my attic and they all confirmed that the issues were stemming from the fact that power installed improper ventilation that was not suited for my type of roof. The area that had ice damming had the gutter line intake vent but no air was venting outward. The reason explained by the attic experts was that the baffles in the front do not continue to the back towards the attic. so in other words the air comes in through the gutter line vent but cannot make its way to the attic to be vented out. This was explained and shown to Power in a home visit by a Power Installation Manager. The Power IM agreed and ordered Mushroom vents to be installed, however, the mushroom vents were installed in the incorrect location and we still do not have ventilation in the front. I've had power come out multiple times and they insist everything is installed correctly but you can clearly see where the mushroom vents are installed in the incorrect location. What is interesting to note is that Power no longer leaves any copies of notes taken and do not offer any follow *** to their visits. I am continuously chasing them for follow *** and they always contradict themselves. every subsequent service visit I have the person that comes to inspect agrees when I show them the space and confirm what I have been told. however, I receive no follow *** and when I reach out to Power to follow up they say the person who inspected determined it was not caused by power. It is insane to come to that conclusion given that Power removed the entire original roof, which means they saw the way the attic space was framed out. they were negligent in their original install and to this day refuse to accept responsibility.They are SCAMMERS

  

  Business Response

  Date: 10/10/2024

  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 Installation Managers have been on-site to your home four times since the roofing project was completed at your home to address concerns you have with the roof.  The roofing project was installed correct, per GAF guidelines, with all of the proper intake and exhaust ventilation required for an attic space the size of yours.  There are no indications anywhere on the roof that the roof itself has ever leaked, as there is no water damage to the roof decking or the attic insulation on the floor below it.  A Power Installation Manager is already scheduled to review these findings and re-evaluate the roofing installation with you again on Friday, 10/10/2024.  We look forward to addressing your concerns with the roof project again soon.

  Thank you,

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

• Initial Complaint

  Date:10/03/2024

  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/May 2024 we received a knock on the door and it was Power Home Remodeling trying to schedule an appointment to quote us on gutters and siding replacement. We agreed and they came a week or so later. after the presentation, we agreed to have new gutters, soffits, fascia, and porch column wraps replaced. During the presentation, the sales person assured us that the work would take no more than 2 days, he stated that our current gutters, which has a guard system on them were rusted in places and did need to be replaced. He stated that these new 6" gutters do not need guars on them as they are large enough to have a softball flow through them. When they started the work, it took 4-5 days to complete, My wife missed an entire week of work. One of the project managers insulted my wife under her breath, they have had to make 5 additional trips to my house to fix things and less than 3 months after the installation prior to fall, the gutters are clogged. I called several times and asked them to bring my gutter guards back or come and replace them themselves. they have refused saying it was too dangerous to have their people climb this high on my house, even though they climbed that high to remove and replace my gutters. Some of the other work they have had to repair are nails left all over, fascia peeling off, sloppy caulk work, they even ran over a tube of caulk in my driveway and left it. they had to come redo my porch columns 3 different times because they were done incorrectly. Being they said these gutters did not need a leaf guard and they removed my old ones, the gutters clogged before fall even got here, i think they need to replace the guard system. This was just another flat out lie by the sales person and failure of Power Home Remodeling to back up there word and work.

  

  Business Response

  Date: 10/08/2024

  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.

  All of the concerns outlined in the original complaint have been taken care of.  Power Installation Managers and Power's installation team have both returned to the home to make the necessary corrections and do any clean up that was necessary after the installation was completed.  We apologize for any inconvenience this may have caused.  Power Home Remodeling does not sell or install gutter protection, which is why purchasing gutter protection with your new gutter system was not an option in the first place.  While the wider gutters and downspouts flow more water and make it easier for run-off the clear the gutters out, it may not be enough to prevent clogs of larger pieces of debris or large accumulations of debris.  This is why neither Power nor the material manufacturer can guarantee against clogs and why you will not find any verbiage in your contract or warranty paperwork.  Because your new gutter system is larger than the pre-existing gutter system, the old gutter protection would not fit onto your new gutter system.  If you wish to to add gutter protection to your new gutter system you would have to utilize another contractor to do so.

  Thank you,

  Ryan Farrell
  Director of Customer Support
  Power Home Remodeling 
  O: 610.874.5000 x2
  PowerHRG.com

• Initial Complaint

  Date:10/01/2024

  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 am writing to express my deep frustration with the prolonged delay in resolving an issue regarding my windows, which were installed in April 2012 and October 2013 and are covered by a lifetime warranty. Some of these windows began to discolor, and upon contacting your company, I was informed that the problem is related to a faulty seal, and the windows would be replaced. This process began on April 22, 2022, and despite my repeated follow-ups, it has now been almost two years without a resolution.Initially, the delay was blamed on supply chain issues, yet I find it perplexing that while your company continues to install new windows, my replacements remain pending. When I inquired about this, I was provided with an unsatisfactory explanationthat my windows were produced by a different company.I have attached a detailed record of my contacts with your company, including dates and the representatives I spoke with. Most recently, I had scheduled the installation for a day when my school is closed, as I cannot take time off in December. Despite this, the appointment was once again canceled. The only alternative offered was an appointment on December 19th at 3:30, which is inconvenient given my *********** is unacceptable that nearly two years have passed without resolving this issue. I am requesting an installation appointment after 4:00 PM on a mutually convenient date. I do not wish to wait until late December, and I expect a resolution to this matter immediately.Please help to obtain a resolution to this matter as I cannot afford further delays.

  

  Business Response

  Date: 10/01/2024

  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, your scheduled service appointment to have the replacement window sashes installed in your home had to be rescheduled because of an extended absence of one of Power's local Installation Managers due to injury.  We understand that rescheduling any appointment is an inconvenience and Power considers it a last resort, however there was no feasible alternative in this situation.  ************ appointment has been rescheduled to the next available date and time.  Power received no communication prior to receiving this complaint that the new service date and time did not work for you.  If this date and time is not convenient for you, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.

  Thank you,

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

  Customer Answer

  Date: 10/02/2024

  I am writing in response to the letter I received from your company regarding my ongoing issue with the replacement of my windows. While I appreciate your acknowledgment of the situation, I must express my dissatisfaction with the content of the letter, particularly regarding your statement that no communication occurred prior to my recent complaint. This is not accurate, and I have thorough documentation to demonstrate the consistent communication and follow-up efforts Ive made over the past nearly three years.
  To clarify the timeline:
  On 4-22-2022, I initially contacted your company regarding the window replacement.
  On 2-7-2023, 7-7-2023, 9-26-2023, *****, 2023, 6-24-2024, I followed up after not receiving a timely response.
  On 9-30-2024, I was informed that the installation could not proceed as scheduled.
  Immediately after learning about this, I spoke with Sheens to address the situation and submitted my complaint to the BBB on the same day.
  I would be happy to provide copies of this communication for your reference.
  Furthermore, I find the proposed additional delay of two months to be unreasonable, given the already extensive wait time. Three years of waiting for my windows to be replaced is unacceptable, and I believe your company can take more proactive measures to expedite the installation.
  I am requesting that you prioritize my case and schedule the installation at the earliest possible date. After nearly three years, further delays are causing significant inconvenience, and I hope we can resolve this matter swiftly.
  Please provide a prompt update on the next steps you will take to ensure this is addressed.

  Customer Answer

  Date: 10/02/2024

  I am writing in response to the letter I received from your company regarding my ongoing issue with the replacement of my windows. While I appreciate your acknowledgment of the situation, I must express my dissatisfaction with the content of the letter, particularly regarding your statement that no communication occurred prior to my recent complaint. This is not accurate, and I have thorough documentation to demonstrate the consistent communication and follow-up efforts Ive made over the past nearly three years.
  To clarify the timeline:
  On 4-22-2022, I initially contacted your company regarding the window replacement.
  On 2-7-2023, 7-7-2023, 9-26-2023, *****, 2023, 6-24-2024, I followed up after not receiving a timely response.
  On 9-30-2024, I was informed that the installation could not proceed as scheduled.
  Immediately after learning about this, I spoke with Sheens to address the situation and submitted my complaint to the BBB on the same day.
  I would be happy to provide copies of this communication for your reference.
  Furthermore, I find the proposed additional delay of two months to be unreasonable, given the already extensive wait time. Three years of waiting for my windows to be replaced is unacceptable, and I believe your company can take more proactive measures to expedite the installation.
  I am requesting that you prioritize my case and schedule the installation at the earliest possible date. After nearly three years, further delays are causing significant inconvenience, and I hope we can resolve this matter swiftly.
  Please provide a prompt update on the next steps you will take to ensure this is addressed.

  Customer Answer

  Date: 10/02/2024

  [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: 22360469
  
  I am rejecting this response because: 

  I am writing in response to the letter I received from your company regarding my ongoing issue with the replacement of my windows. While I appreciate your acknowledgment of the situation, I must express my dissatisfaction with the content of the letter, particularly regarding your statement that no communication occurred prior to my recent complaint. This is not accurate, and I have thorough documentation to demonstrate the consistent communication and follow-up efforts Ive made over the past nearly three years.
  To clarify the timeline:
  On 4-22-2022, I initially contacted your company regarding the window replacement.
  On 2-7-2023, 7-7-2023, 9-26-2023, *****, 2023, 6-24-2024, I followed up after not receiving a timely response.
  On 9-30-2024, I was informed that the installation could not proceed as scheduled.
  Immediately after learning about this, I spoke with Sheens to address the situation and submitted my complaint to the BBB on the same day.
  I would be happy to provide copies of this communication for your reference.
  Furthermore, I find the proposed additional delay of two months to be unreasonable, given the already extensive wait time. Three years of waiting for my windows to be replaced is unacceptable, and I believe your company can take more proactive measures to expedite the installation.
  I am requesting that you prioritize my case and schedule the installation at the earliest possible date. After nearly three years, further delays are causing significant inconvenience, and I hope we can resolve this matter swiftly.
  Please provide a prompt update on the next steps you will take to ensure this is addressed.
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/02/2024

  Good morning,

  At this time, your service appointment is scheduled for the earliest available date and time.  Should an earlier appointment become available a Power representative will be in touch with you to make alternative arrangements.

  Thank you,

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

  Customer Answer

  Date: 10/02/2024

  [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: 22360469
  
  I am rejecting this response because:

  I am writing to express my deep dissatisfaction with the ongoing delays in the installation of the service/product that I ordered almost three years ago. Despite my patience, I find the most recent proposed installation date in December to be entirely unacceptable, particularly given that I was promised a much earlier completion.
  I am confident that there must be avenues within your organization to expedite this process, including reallocating resources or engaging a supervisor from another region. Given the circumstances, I respectfully request that this issue be resolved, with installation completed within the next two weeks.
  Furthermore, I expect full compliance with the warranty terms as originally agreed. If this matter is not resolved promptly, I will have no choice but to pursue legal action to recover the payment I made at the outset.
  I trust this situation can be resolved without further escalation and look forward to your prompt response.
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/02/2024

  Good morning,

  At this time, Power has scheduled your service to be performed on 12/5/2024.  If Power is able to perform your service at an earlier date or time, you will be contacted to make those arrangements.  The service concerns with the window project completed at your home are and will be completed in accordance with the warranty terms as you have requested.

  Thank you,

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

• Initial Complaint

  Date:09/30/2024

  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.

  We used POWER Home Remodeling Company, we had our roof and new bay window replaced plus two side windows! I noticed that there was some condensation in my Bay window and cant really see out of it ! I called POWER to report it, this man ** called me back and said that it will take up to 6 months to a yr to replace it ! We want it replaced before Black mold sets in ! We reported it on 9/7/24 , we have no idea how long

  

  Business Response

  Date: 09/30/2024

  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.

  The concerns with the window sash in your home were reported to Power on 9/7/2024 and a replacement window sash was placed on order with your manufacturer at that time.  At the present time your window manufacturers production lead times are approximately 6-8 months and Power will not have a definitive delivery date until some time early next year, at which time a Power representative will be in contact with you to schedule the replacement.  The concerns with the window in your home are related to the low-e laminate that is installed on the surface of the glass in between the two panes of glass.  This is not something you can touch as it is contained inside the insulated glass unit and it poses zero mold risk.  If there is moisture on the interior of the home that you can touch and wipe off that is not something that a replacement window sash will resolve as it is an environmental occurrence related to the humidity level in the air inside your home. 

  We look forward to having your window repaired for you as soon as possible.

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

• Initial Complaint

  Date:09/27/2024

  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.

  A ** *** came and I decided to purchase a new door and attic insulation. I was unsure about the insulation because the attic door is in my sons room and I found out the blow in insulation was loose. I was assured there would be a barrier placed. The day of the insulation install, I was told by the installers that they stopped doing the hatch 4 months ago. I tried to call the company to get clarity but I was unable to get in contact with anyone because no one is available every Tuesday morning. The installers confirmed that there are meetings Tuesday mornings. I was about to cancel when they said just let them do the radiant barrier part and when I talk with the company if I dont like the resolution to not doing the blow in, they would just have to come back and take it down. Reluctantly, I agreed. When I finally got in contact with *** and his response made me even more upset. I told *** I wanted the barrier out of my attic like the installers said and he said he would have his manager look into this and call back. Later, I got a text from the ** *** ***** who wanted to talk. He offered multiple time to buy the hatch or send me money for one and insisted he never said they install them. He said they stopped doing them last year. I told him I no longer want to do the blow in so theres no need for that. The next day I dont receive a call from *** so I call the company and spoke to someone who said *** went home. Later that night I get a call from Dans manager. I explain all of the above to her and she immediately begins to bash the installers saying they have no way of knowing what the people in the office do and if they have meetings and they have no place speaking on thatall they do is installs. She said were wrong about the hatch being stopped 4 months ago because it was stopped during COVID. I told her thats interesting because ***** said it was stopped last year. I said okay, there is obviously a lack of communication there which I am now suffering.

  

  Business Response

  Date: 09/27/2024

  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 attic access hatch cover is not part of a radiant barrier or blown-in insulation project form Power Home Remodeling and the contract reflects that.  When you asked that the blown-in insulation be removed from the contract, it was not installed and the cost of the blown-in insulation portion of the project was removed from the overall project price.  The remaining balance of the project price will be owed as the remainder of the project has been or will be installed.  We apologize for any miscommunication with regard to the scope of the work to be performed, however the attic access hatch cover provides minimal to no protection from heat or cooling loss in the living space of the home when the remainder of the attic is properly insulated and radiant barrier is present, which is why Power stopped selling them years ago.

  Thank you,

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

  Customer Answer

  Date: 10/18/2024

  Due to the companys lack of ethics and accountability for multiple staff members mis***resenting them, I would like to sever all future projects with this company and will only be responsible for projects completed which is $20,000+. The barrier around the attic door had nothing to do with insulation and was solely about protecting my sons room from the blow in which was explained multiple times to the ** *** and in my previous complaint but conveniently ignored. The staff members making what was later identified as false statements about the company taking Down the radiant barrier was not on me. Yet no accountability is taken on Powers part. I was happy to be a 3x ***eat company but the companys actions are shameful and unfair to a customer who hasnt given any previous grief. Whats the point of being a loyal customer if the company doesnt care about them. See Complaint ID: ********. some is below: A ** *** came and I decided to purchase a new door and attic insulation. I was unsure about the insulation because the attic door is in my sons room and I found out the blow in insulation was loose. I was assured there would be a barrier placed. The day of the insulation install, I was told by the installers that they stopped doing the hatch 4 months ago. I tried to call the company to get clarity but I was unable to get in contact with anyone because no one is available every Tuesday morning. The installers confirmed that there are meetings Tuesday mornings. I was about to cancel when they said just let them do the radiant barrier part and when I talk with the company if I dont like the resolution to not doing the blow in, they would just have to come back and take it down. Reluctantly, I agreed. When I finally got in contact with ***, I told him I wanted the barrier out of my attic like the installers said and he said he would call back. Later, I got a text from the ** *** ***** who wanted to talk. He offered multiple time to buy the hatch or send me money
  
  Desired Outcome:
  Contact by the business; Refund; For the attic radiance barrier to be removed as instructed would happened by workers who stated they have and will dont that before and for Door project to be canceled due to company mishandling and taking advantage of customers financially.

  

  Business Response

  Date: 10/18/2024

  Good morning,

  Power has already agreed to remove any product already installed in the attic, which would render the labor and material warranties void, and reduce the project cost by this amount.  The door portion of the project can not be reduced or eliminated as the entry door has already been manufactured and delivered to Power's warehouse on your behalf in accordance with the sales agreement you signed.

  Power Project Production Managers have attempted to contact you but have not been able to speak with you directly and have not received return phone calls.  Please reach out to Power's local installation office at the phone number below and a representative will be happy to discuss the project with you.

  Thank you,

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

  Customer Answer

  Date: 10/18/2024

  Thank you for responding. I have received one phone call from one, singular, manager on 10/16/24 while I was at work. I attached the transcript from the voicemail. When I attempted to call back, she was out of the office today at 4:20pm but I was told she will call me tomorrow morning around 11am. Just to comfirm this was a new resolution presented to me 2 days ago, after I already sent my second complaint to the BBB on 10/7. This was not already in the works or presented by multiple managers and I have not heard from Power until Christinas voicemail. I look forward to speaking with her and officially resolving this matter of removing the radiant barrier and voiding it on the contract. Until then I would like to keep this matter open with the BBB because even in the response I just received, the order of events were misrepresented which brings out the mistrust I have already experienced with the company. 

• Initial Complaint

  Date:09/26/2024

  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.

  My windows are leaking and ruining the drywall and flooding the floor. I called and they took a note for management but couldn't tell me they would even call me back. I have an autoimmune disease and am on immunosuppressant medication so mold is dangerous for me. They would not send help to put a tarp up or anything.

  

  Business Response

  Date: 09/27/2024

  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 representative from Power's local office in ***** has been in contact with you as recently as today with regard to the on-going leak in the home.  Power representatives will be on-site to address these concerns as soon as possible, however given the current weather conditions as a result of hurricane ****** it may not be possible to get someone to the home for another day or two.  The leak you reference was a pre-existing leak, one that occurred in this same area prior to Power performing any work at the home, and it is entirely possible that this leak is unrelated to the work Power performed, however Power is more than willing to address it for you as best as possible.  We look forward to returning to the home shortly to see what we can find.

  Thank you,

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

   

• Initial Complaint

  Date:09/26/2024

  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.

  Misled completely, did not do what we where told they where doing for work and over charged about 10 grand. This was not what we agreed they where doing for work on our home. Very misleading

  

  Business Response

  Date: 09/26/2024

  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.

  A Power Installation Manager was on-site today, 9/26/2024 and confirmed with you that everything was installed correctly and the steps outlined in the contract to complete the work correctly were all taken.  After a full inspection and a review of the before and after photos, the gutters and siding are done as contracted.  We look forward to installing the entry door on 10/10/2024 and completing the project for you.

  Thank you,

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

  Customer Answer

  Date: 09/27/2024

  [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:09/25/2024

  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.

  This business repeatedly ignores no soliciting signs in our neighborhood and at my home. Each time, they argue with me saying they "are not soliciting," but they are uninvited, knocking on the door and ringing the doorbell to sell me services, under the pretense of my neighbor supposedly calling them to get a quote on windows/siding/roofing and they "noticed problems" on my house that they could help me with. Is that not soliciting? I have a prominent sign on the front door that says no soliciting, which they acknowledge that they saw and chose to ignore. Several of my neighbors have made this same complaint about this company ignoring similar signage at their homes. The salespeople are pushy and rude, and they seemed to have an intent to intimidate me when I pushed back on them about ignoring the sign.

  

  Business Response

  Date: 09/26/2024

  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.

  Power has added you to it's local Do Not Knock list.  This change may take up to 72hrs to go into effect, at which time Power's local sales and marketing teams will no longer stop at your home to discuss current sales and marketing promotions when Power is completing other work in your neighborhood.  We apologize for any inconvenience this may have caused.

  Thank you,

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

• Initial Complaint

  Date:09/24/2024

  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.

  Power Home Remodeling replaced siding, roof and gutters on 5/28 and 5/29. They will not send me proof of work completed. This paper work is required by my reverse mortgage company. Because of lack of information from Power, my mortgage is now in default. Power Home Remodeling caused my default and I request late fees related to this situation.

  

  Business Response

  Date: 09/26/2024

  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.

  As a Project Pulse user, all of the associated project documents for each project completed at your home have been available to you electronically since you signed a sales agreement with Power on the original siding project.  Additionally, Power's local office mailed physical copies to you on 9/13/2024.  If you have not received the physical documents yet, which are the same as the electronic documents already available to you, please feel free to reach out to a Power representative at the phone number below and a representative will be happy to assist you.  Your mortgage agreement with your home mortgage lender is between you and your lender and Power has always made all of the requested documents available to you since the start of our business relationship and Power will not be responsible for any fees related to your financing arrangements with a 3rd party.

  Thank you,

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

  Customer Answer

  Date: 10/24/2024

  See attachment. 

  

  Business Response

  Date: 10/24/2024

  Good morning,

  As previously explained, all of the documents you are requesting are available through Project Pulse, which provides you access to each of your projects and their associated paperwork on your phone or desktop computer.  Additionally, Power has sent you copies of the requested paperwork.  If you require additional information, please reach out to Power's *************************** at the phone number below with information from your mortgage provider outlining the information necessary.

  Thank you,

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

  Customer Answer

  Date: 11/12/2024

  I filed a complaint, however with no solutions. The company's Director of Constumer Support, **** ******* will not return my calls. I still need a receipt for work done to my home. Their solution is to go to their Pulse app which I have no access to. The paper work they sent is not what I requested.
  
  Desired Resolution:
  Explanation of Charges

  

  Business Response

  Date: 11/14/2024

  Good morning,

  Power representatives have been in contact with you again and were advised by you that the paperwork you are requesting in this complaint is no longer necessary.

  Thank you,

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

• Initial Complaint

  Date:09/24/2024

  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.

  9 new windows installed 12/18/2009. Several windows replaced through lifetime warranty due to 'bad seal' I believe in the spring of 2020. I do not have the exact date. On May 31, 2023 a representative was sent to my home to view 3 more windows with discoloration. Three new windows were ordered. Two of the three windows were FINALLY replaced over 1 year later on 6/25/2024. While technician was at my residence 3 more windows were identified with discoloration. Representative indicated *** would contact us within a month to schedule a date/time for replacement. We received no phone call as of 9/23/2024. I called on 9/23/2024 and was told by the *** that a call would be placed to the manufacturer, and they would call me back in an hour. That was at 12:57 pm on 9/23/2024. It is 24 hours later and I still have not been contacted by *** regarding replacement of my poor quality windows. I want my windows replaced.

  

  Business Response

  Date: 09/26/2024

  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.

  The replacement window sashes for your home were ordered on 6/24/2024 after Power's most recent service visit to the home.  At this time, there is no delivery date available from your window manufacturer, therefore Power has not scheduled the follow up service visit with you.  As soon as a delivery date is available a Power representative will be in contact with you to schedule the installation of the replacement sashes.

  Thank you,

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

  Customer Answer

  Date: 09/30/2024

  Thank you so much for the assistance you have provided and forwarding to me the business response. I have received a call from the business scheduling my replacement windows will be installed on 11/20/2024. I have verified with the *** that ALL of my affected windows will be installed on that day. I have not responded with my acceptance or decline of the business response at this time. There are 2 reasons for this and I appreciate your feedback.

  One is I don't trust the business at this time to fulfill their obligation to install my windows on 11/20/2024. Do I simply submit another complaint if the promised delivery does not take place on 11/20/2024.

  Two, in the business response they did not address the window ordered on 5/31/2023 and not installed with the others on 6/24/2024. I feel the response is misleading.