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

  12101 Tech Rd Silver Spring, MD 20904-1915

  
• 

  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

  

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:09/05/2024

  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.

  Hello,I purchased 11 insulated double-hung windows from Power Home Remodeling Group in 2012 which windows are defective as they have accumulated visible dirt that can not be removed. Power Home has already replaced 7 windows up to date but are stating at each phone call that they are experiencing manufacture delays for the 4 windows that remain which may take 1 year.This has been going on for 4 years now where I would call and get a 1-year timeframe each time. The company is being unprofessional, unresponsive and uncooperative. I would like to request a refund if the company is unable to replace these 4 windows as they have replaced the other 7 windows.Thank you for your help,*****

  

  Business Response

  Date: 09/06/2024

  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.

  Both orders for the replacement window sashes for your window project are scheduled to be delivered to Power's local installation office in ********** next week and Power's *************************** has already been in contact with you to schedule a service appointment to install the replacement window sashes on 9/23/2024.  We look forward to having everything resolved for you then.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:09/04/2024

  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.

  I was solicited at my home by a representative from this company to buy a new roof. While my old roof was fine with no leaks in my home during many storms, it was an old roof. It was middle a couple of shingles and was discolored. I decided to just change the roof more for aesthetic purposes and figured with all the new technology they pitched and great installation guarantee, it would be a win either way. Well it has been hell! The roof was improperly installed. I have had to call numerous times over the years about leaks in my home from the poorly installed roof. Not once has the company done a thorough inspection to make sure that the roof is properly installed and waterproof as it was advertised. My ceilings in my home are ruined. They keep having clients call for issues but wont just inspect the roofs and make sure its done correctly to fix it one good time. I need my roof and ceilings repaired now! Im tired of this and wish I never let these scums touch my property. I need my roof fixed immediately and dont correctly and for all my ceilings to be fixed.

  

  Business Response

  Date: 09/06/2024

  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 *********** is aware of the concerns with the roof installed at your home and a service is already scheduled to address those concerns.  Additionally, Power has been back to the home on several occasions in the past, most recently on 4/9/2023, to address any concerns that you have with the work completed at your home and will continue to do so as needed.  We look forward to having the concerns with your roofing project resolved for you as soon as possible.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

  Customer Answer

  Date: 09/06/2024

  [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: 22242244
  
  I am rejecting this response because: I dont want you people in my house every few months due to the poor installation. I want the roof fully inspected and repaired one time and all the repairs done in my home. I didnt get a new roof to have all these issues! Are you people insane? I paid for a new roof. I shouldnt discover a new leak or notice ceiling damage overtime. If the roof was installed properly, you people wouldnt have to be coming every few months! Again, the roof needs to be fully inspected and everything fixed one time. Then fix the damage done to my ceilings and siding and whatever else your poorly installed roof caused. Stop wasting my time. 
  
  
  Regards,
  
  Wesllyne Therasse
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/06/2024

  Good morning,

  What you have requested is the purpose of the upcoming service appointment.  We look forward to having everything resolved for you soon.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

  Customer Answer

  Date: 11/14/2024

  I writing a complaint against Power Home Remodeling Group regarding the poor installation of my roof, which continues to suffer from leaks due to improper workmanship. This roof was installed in 10/2022 with a promised lifetime warranty. I have been dealing with ongoing issues that have not been satisfactorily resolved. When the roof was initially installed, Power Home Remodeling Group advertised that licensed contractors would perform the work. However, the installation was handled by unlicensed workers with no supervision of a licensed contractor, which I believe contributed to the roofs persistent issues. Every time a leak has appeared, the companys response has been to blame flashing problems in the affected areas and make temporary repairs. Despite multiple visits to address individual leaks, Power Home Remodeling Group has never conducted a comprehensive survey of the entire roof to ensure that all issues were fixed or that the roof was properly installed in the first place. The last time a crew was sent out (10/2024), they installed more flashing, but when I requested proof of the work completedsuch as photographs or documentationI was told photos were not taken. My requests for evidence have been repeatedly ignored. This pattern of inadequate repairs, lack of transparency, and refusal to address the root of the problem has caused significant frustration and distress. It appears the company is not acting in good faith or adhering to its own advertised commitments, which I believe may also be illegal. Given the ongoing nature of these issues and the lack of a permanent solution, I am considering filing a lawsuit if Power Home Remodeling Group continues to neglect its responsibilities.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Refund

  

  Business Response

  Date: 11/14/2024

  Good morning,

  A Power Project Production Manager was on-site on 10/2/2024 to do a comprehensive review of the roofing installation the home, as you had requested.  Power acknowledged that repairs were necessary in two locations and a Power Installation team was scheduled to return.  Those repairs were completed on 10/21/2024.  Power's local installation office requested that enough time be given to ensure that the leak was correctly identified and repaired, and that no leak persists from the roof.  Power has not received any communication from you to date indicating the leak has persisted.  Power has pledged to make the necessary repairs to the interior of the home at your convenience, once you are satisfied that the roofing installation is sound, by allowing enough rainfall to occur in your region with a leak being identified.

  Once you are ready to move forward with the interior repairs, 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: 11/20/2024

  [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: 22242244
  
  I am rejecting this response because: they are ignoring the fact that proof of service cannot be provided. I want proof of service. Its not rainfall season, therefore their policy of waiting until I notice a leak or not is ridiculous. On top of that being that there is no proof of service, this problem can cause further damage. We have done this over and over again and I want it all resolved now. My money has been spent and I didnt receive proper or quality service. FTC complaint next. 
  
  Regards,
  
  Wesllyne Therasse
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/23/2024

  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.

  Warranty complaint lifetime warranty date of 6/16/09 called in 2024 windows a clouding up with brown streaks , 4 windows all are discolored.Was given 3 dates for replacement ,each time was a no show Today was given another date of 11/05/24 I have been waiting almost a full year.

  

  Business Response

  Date: 09/03/2024

  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.

  Both orders for replacement window sashes for your home are scheduled to be delivered by the beginning of November and a service appointment is scheduled to install each of the replacement window sashes and re-screen any window screens that are torn at that time.  We look forward to having everything resolved for you soon.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:08/22/2024

  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.

  Solar panels became inoperative due to inverter issues. Since the solar installation all external outlets trip the ***** Weather seal on front door is still not functioning correctly. The company sent a service crew to address the door earlier this year, and the problem has not been solved. A team was scheduled for Thursday, 8/27 to arrive between 4:00 and 4:30 PM. Instead, the team rescheduled without my consent to arrive between 12:00 and 1:30 when I was not home. They claim that someone authorized the time change, but neither I nor my wife received any communication from them. Without my consent, the company rescheduled a visit to address the inverter for Monday, August 27 at a time when I am not able to be home. Contacting the company was a fiasco as the service representative refused to acknowledge that the company made an error. The service representative did not want to understand that there will be no way to address the *** problem without access to the interior of the house. When pressed for a **************** call, he wavered between assuring me that the crew would be at my home between 6 and 7 AM and expressing uncertainty whether they could make that time. This indicates a complete lack of interest in prompt and accurate scheduling and the need to follow up to ensure that the identified problems were addressed and remediated.It continues to leave me without use of my solar panels, thus having to pay higher electrical rates. The *** problem is not resolved.d

  

  Business Response

  Date: 08/27/2024

  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 Power Project Production Manager from Powers Phoenix office has been in touch with you and a service is scheduled to be performed on Saturday 8/31.  A 6am-7am arrival window is outside of Powers normal operating hours and therefore could not be promised for that service date, however Powers installation team will be on-site first thing that morning.  If it is confirmed that the concerns with the *** outlet are related to the solar installation then it will be determined at that time how to make those repairs.  If they are not related than Power will not be taking care of the repairs related to the *** outlets.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:08/22/2024

  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.

  We chose Power Home Remodeling for windows because a family member used them and had a great experience. The sales team told us during our home inspection for the windows that our attic was 150 degrees and that we needed to purchase their radiant barrier. He said it would reduce the temperature drastically in the attic, make our HVAC last longer and it wouldn't have to work so hard. We had it installed. Today it was 100 degrees outside and in excess of 160 degrees in the attic. Power initially sent people out to uncover vents they covered during installation, with no improvement noted. We were told today that they can do nothing more for us, that our ventilation is the problem, and we need to have a contractor install more vents. Never did the salesman state that the barrier would only work if we added more ventilation. We paid around 10k for a product we should never have been sold in the first place.

  Customer Answer

  Date: 08/23/2024

  I spoke with **** in customer service today, as indicated in the response to my one-star reviews.  He stated the radiant barrier is not defective and it was installed correctly, so Power is not willing to make good on the claims made by our salesman. He also asked for written proof that our salesman, *********************, told us that the temperature in the attic would drastically change for the better. Their notes state the temperature dropped 30 degrees to 130. Perhaps at certain times of day that is true, but not during the heat of the day. I have changed my mind about a settlement.  I would like them to make good on the salesman's claim. I would think, at the very least, they should install the ***** vents, they say we need, at no additional cost to us. I think the 10k plus we paid for the barrier would more than cover their costs. The reason for our complaint is, and has been, that they do not back up the claims they make to sell their product even when they know it won't work in the customer's particular situation. 

  

  Business Response

  Date: 09/04/2024

  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 radiant barrier that Power was contracted to provide and install is installed correctly and is performing as intended.  The Energy Sphere radiant barrier is one piece of an effective attic insulation and ventilation system and on it's own will improve conditions in your attic, however the existing roof on the home is very poorly ventilated and without a way for warm arm to escape the attic you will continue to see elevated temperatures in the attic.  Power has agreed to install a solar attic fan, at no charge to you, even though it was not part of the original scope of work that you contracted for and is not a product that Power offers, but until the attic itself is properly ventilated any heat that does develop in the attic will not be able to escape.  This is a pre-existing condition of the home that Power unfortunately can not assist you with any further based on the scope of work agreed upon.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

  Customer Answer

  Date: 09/04/2024

  [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: 22173210
  
  I am rejecting this response because we, the customers, are still being blamed for the fact that the radiant barrier does not work properly because our attic has inadequate ventilation. The POINT, as repeatedly stated,  is that we were told of the ventilation problem after the radiant barrier was purchased and installed, not before. The reason we were given by at least three company representatives: "Our salespeople don't know much about attic ventilation." Perhaps their salespeople should not be selling a product they know nothing about. We trusted our salesman when he said it would work even though we don't have a roofline ridge vent.  

  We appreciate the offer of a solar fan. However,  this is not out of the goodness of their heart. We were offered no help until after multiple calls to their company.  Nor does it change the fact that we were lied to by our salesman because he was not properly trained, according to his own company. If a customer has any problems in their attic that would decrease the effectiveness of a radiant barrier,  they should be informed of it PRIOR to agreeing to purchase it.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 09/10/2024

  Good morning,

  The radiant barrier is performing as intended.  The radiant barriers performance is not effected by the attics ability to ventilate the air within it.  Air and heat are introduced into the attic in a variety of ways, the radiant barriers job is to prevent that airspace from heating up as much as it would have otherwise.  With that said, if the hot air that is escaping into the attic (or the air that is warming while in the attic) is not allowed to escape effectively then the attic will not be able to cool itself naturally.  This ventilation is typically provided from soffit or roof eave intake ventilation and exhaust ventilation through either a ridge vent or a series of exhaust vents or fans.  None of those items are part of a radiant barrier installation and therefore those were not modified or added as part of the radiant barrier installation.

  This is akin to the heat that builds up in a car.  A closed car interior will be warmer if the car is parked outside and exposed to the *** and UVB rays of the sun than if it is parked inside and protected, however both will still be warmer than if the car was parked with the windows open.
  

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:08/22/2024

  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 a door installed by the company which the keys as stuck in the lock since installation (December) I have contacted the company over 10 times and been given a run around with false dates that someone would come to address. After continuing to contact the company I am not getting any response/ resolution. This is worst contractor experience I have ever experienced and would not recommend this company to anyone.

  

  Business Response

  Date: 08/22/2024

  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, a Power Installation Manager is scheduled to be on-site to address the concerns with the sliding glass door on 10/3/2024.  The originally scheduled service on 2/2/2024 unfortunately could not be kept due to an unforeseen illness requiring your Installation Manager to miss time from work.  Power attempted to reach you several times but it was only several months later that Power received a response to reschedule your appointment, which partially explains the long wait. 

  We look forward to having everything resolved for you shortly.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

  Customer Answer

  Date: 08/22/2024

  [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: 22178468
  
  I am rejecting this response because:I was not contacted about the delay, I have contacted you multiple times, there is no reason that you cannot respond for nearly a year after installation and raising the issue
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/28/2024

  Good morning,

  As stated, Power has discussed the concerns with you on multiple occasions and is scheduled to remedy those concerns soon.  We look forward to having everything resolved for you shortly.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:08/21/2024

  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 all new windows and doors installed on the same day in my home the end of last August. There were damages to the front screen frame, marks in the wood on the front door and other issues that the installers promised me the company would fix during the inspection process after the installation. No one ever came to do any inspection after the installation was done. In September, I had major back surgery, and it has been difficult to get this rectified with the company since then. When I have called in, they told me the windows were installed one day and the doors the next, which is not true. Everything was installed in one day, And as I said no inspection was ever done. The gentleman assured me that he would rectify the situation, but I have called in multiple times since then I have not been able to have anyone from the company come out make the necessary repairs, Nor has anyone called me back to rectify the situation. Additionally, I was told by the company that everything is covered under a lifetime warranty. They were paid over $21,000 for this work and I am extremely upset and dissatisfied that The promises they made were never kept And there were also things in the record that were not true with respect to dates of installation and post inspection with The necessary damaged items replaced. I have Contacted the office of the Attorney General and filed a consumer complaint against the company. I am also looking into contacting the media to rectify This matter as it has been going on for almost a year now.

  

  Business Response

  Date: 08/22/2024

  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 ************ is aware of the concerns with the window project installed at your home and currently an Installation Manager is scheduled to be on-site to address those concerns on 9/9/2024.  If an earlier appointment becomes available a Power representative will be in touch with you to make alternative arrangements.  We appreciate your patience and look forward to having the concerns with your project resolved soon.

  
  Thank you,

  
  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:08/20/2024

  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.

  Came to home to provide estimate on vinyl siding and new front door In process of proving I needed new from door created more damage to door frame than previously existed He used a knife to dig into wood

  

  Business Response

  Date: 08/22/2024

  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 damage shown in the photo provided clearly shows that the split wood is from where the existing storm door is mounted into the old, deteriorating entry door frame.  This bottom hinge, located approximately a foot off the ground, is not an area that a Power representative would use to illustrate anything other than the pre-existing damage that exists around the entry door, if for no other reason than because of how inconvenient of a location it would be to access.  We apologize if your experience meeting with Power's Remodeling Consultant was anything other than pleasant, however Power did not cause the damage shown and will not be responsible for making any repairs to this area.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:08/18/2024

  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.

  Had all new window shutters replaced by this company and they have continuously fallen off. This has occurred 6 times in last 3 years each time the company takes months to come out and temporarily fix.

  

  Business Response

  Date: 08/22/2024

  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 ************ is aware of the concerns with the trim project installed at your home and currently an Installation Manager is scheduled to be on-site to address those concerns on the earliest available date and time.  If an earlier appointment becomes available a Power representative will be in touch with you to make alternative arrangements.  We appreciate your patience and look forward to having the concerns with your project resolved soon.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com
  

  Customer Answer

  Date: 08/22/2024

  [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: 22160851
  
  I am rejecting this response because: The company has continually claimed to fix the issue as soon as possible. Every time they have been notified, it takes months to have someone come to my home for the repair. The last request for repair from Power was July 2024 and I was told someone would be out on January 24th, 2025. They have failed to resolve this issue after multiple attempts over the last few years!
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/28/2024

  Good morning,

  At this time, you are still scheduled for the earliest available service appointment.  If anything changes and alternative arrangements can be made a Power representative will be in contact with you.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

  Customer Answer

  Date: 08/30/2024

  This company has failed multiple times to repair the shutters causing them to continually fall and become damaged and useless. The company is not capable of fixing the problem. 

  Customer Answer

  Date: 09/10/2024

  This company has failed to correct their poor workmanship. There has been a continually issue with the shutters they installed and have failed to fix it as mandated by their "lifetime warranty". 

  

  Business Response

  Date: 09/26/2024

  Good morning,

  As stated twice previously, Power is already schedule to return to the home to address any outstanding service concerns with the project completed at your home, including the shutters.  We look forward to having everything resolved for you soon.

  Thank you,

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

  Customer Answer

  Date: 09/27/2024

  [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: 22160851
  
  I am rejecting this response because: Power continues to state they will send someone out to resolve the issue but they have failed multiple times at this work. They have continuously delayed the job by months for something that should take under 30 minutes. The company is a failure at honoring their warranty and my home did not receive the work I paid for. Refund my money so Power can fraud someone else.
  
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/30/2024

  Good morning,

  Power is servicing the project in accordance with all applicable agreements and as the warranty outlines.  There will be no refund for the project.

  Thank you,

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

  Customer Answer

  Date: 09/30/2024

  [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: 22160851
  
  I am rejecting this response because:
  Power has installed defective shutters on my property that continuously break off of the house. Since installation by Power the shutters have spent more time on the ground waiting for Power to fulfill their warranty obligations then the shutters have been on the actual house. This company shouldn't be accredited by BBB and all future consumers should be warned of their failure to properly fix a problem. 
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/01/2024

  Good morning,

  We understand the concerns with the project completed at the house and Power is committed to correcting them.  This is the reason why the project comes with the warranty coverage that it has.

  Thank you,

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

  Customer Answer

  Date: 10/01/2024

  [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: 22160851
  
  I am rejecting this response because: ************ has continually referred to their warranty but for 5 years they have failed to provide quality work from their warranty that would resolve this matter. The company is not capable of providing the service I originally paid for. ************ talks about the warranty but does actually provide quality warranty work. Consumers should be warned of the lack of service! Power misleads consumers into believing they are getting a warranty but after 5years they couldn't fix shutters!!! 

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

  
  

  Customer Answer

  Date: 10/02/2024

  The statement "the business has addressed the complaint" is inaccurate. Just because a business responded to BBB complaints via text messages, does not address the complaint. This company has failed over 5 years to resolve a simple issue. Even if BBB is unable to assist in correcting this issue they should inform and warn future consumers of this company's failures. 

• Initial Complaint

  Date:08/16/2024

  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.

  Power sold us a new door and 8 new windows for our home. The door is great and installed exactly as promised. The windows however are not what we discussed or what is in our contract. When the salesman was at our home giving as a quote for the door he inspected the windows and told us that some of the windows were leaking water and had visible water damage. He also said that there was a crack along the side of the house likely caused by the aluminum window frame expanding with the heat. We moved forward with the sales process and we asked multiple times if the aluminum frames would be removed and replaced with vinyl windows that would fit perfectly inside of the space. We were assured that they would be and if there was additional water damage they could help repair that while the space was opened. Our project specifications, that both myself and Power representatives signed, states that the aluminum would be removed as part of the project. Power contractors installed the windows and door and then we asked why the framing around the window was so large and why our glass was so much smaller. They stated that they removed the glass but did not remove the aluminum and would not remove the aluminum. So they inserted a new window inside of the old aluminum frames instead of performing the job as quoted. We never would have agreed to the project if anyone from Power said that the aluminum frames would be left and the new windows would be smaller than the previous windows. We would like the project to be completed as our contract states or a refund and return of the windows so that we can find a contractor that will complete the job.

  

  Business Response

  Date: 08/21/2024

  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.

  Powers local installation office in ******* is aware of the concerns with the recently completed window installation and has already been in contact with you to discuss them.  The window installation was performed in accordance with the contract and was performed in such a way that the window removal and replacement would not damage the vapor barrier and framing of the house.  Water infiltration was noted as an initial concern and reason for the replacement of the existing windows and this factored into the installation method that was executed.

  A Power Project Production Managed from Power's Phoenix installation office is scheduled to be on-site on 8/24/2024 to review the installation of the windows with you and to answer any other questions or concerns that you may have.  We look forward to addressing your concerns further at that time.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

   

  Customer Answer

  Date: 08/24/2024

  [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: 22154196
  
  I am rejecting this response because:
  We did speak to the representative who came to our home and according to him, you only provide one type of install. There was no consideration to the issues in our home when you chose an installation method if you only provide one type of install and don't communicate that type of install at the point of sale. The representative claims that there was a miscommunication at the time of our sale but it seems the salesman was just being deceptive or did not have proper training on the install the company provides. We spent over four hours with the salesman asking questions about the product and type of install we would receive before we signed any paperwork. How can we have a miscommunication when we signed project specifications that said our old frames were going to be removed? We are moving forward with our complaint and investigation with the ** ROC. We hope to see you there.  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/29/2024

  Good Morning,

  Powers Project Production Manager was on-site to review review the window installation on Saturday 8/23/2024.  The windows are installed correctly, operate correctly, and are performing as intended.  The windows are installed in accordance with the contract and in such a way to prevent as much disturbance to the window opening and the interior and exterior walls as possible.  The installation method utilized is in line with the methods required by the window manufacturer in order for the manufacturer to offer their product warranty and likewise so that Power can offer Powers labor warranty.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

  Customer Answer

  Date: 08/30/2024

  [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: 22154196
  
  I am rejecting this response because:
  I have never said that the windows didn't work. I have said multiple times that we were deceived and lied to about the install that we received in our home. I would like a full refund and we will return the windows to you along with all of the spray foam and cheap plastic framing. Then we will hire a contractor who will do the work that they specify in the contract. If that doesn't work for you, we will see you in court. 
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/04/2024

  Good morning,

  The windows were provided and installed as contracted.  They operate as intended and perform as intended.  Power will not be issuing a refund for the project.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com