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

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

  
• 

  Power Home Remodeling

  8240 S Hardy Dr Tempe, AZ 85284

  
• 

  Power Home Remodeling Group, LLC

  701 Forest Point Cir STE A Charlotte, NC 28273-6631

  
• 

  Power Home Remodeling Group, Inc.

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

  

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:08/14/2024

  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 new windows for my entire house from one of their door-to-door sales **** in November 2020 for about $30,000. These windows came with a lifetime warranty and during 2023 I began to notice water damage to the wall and baseboards below one of the windows in my master bedroom. I reached out to Power via a website form and received conformation or receipt on 12/4/2023. They initially denied that the water damage was their fault and when I asked to speak to a supervisor I was assured that someone would be in touch with me. Nobody ever called. Several months went off the clock so I decided to leave them a negative review on Yelp hoping that would motivate them. They responded to the review and instructed me to email them with the information. I did. And I never heard back. After reaching out to my sales **** he got someone to email me back and come back out to inspect the damage. That was in June, and I'm still waiting on this problem to be corrected. I cannot get their supervisor to answer or return my calls and I have very little faith that this work will ever be done. I need to work with someone other than ************************* and this request has been ignored by their leadership.

  

  Business Response

  Date: 08/16/2024

  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.

  The initial concern of the leaking window was resolved by a Power Installation Manager on 12/21/2023.  The repairs made were not to the window or the window installation that Power performed but to the pre-existing siding.  Your confirmation that the leak was fixed after the siding was addressed confirms this.  Nonetheless, Power's local installation office has been attempting to assist you with the interior repairs.  A service on 7/10/2024 to address the interior was refused by you and therefore was not completed.  A service on 7/16/2024 to address a portion of the repairs was not satisfactory to you and Power was then waiting on paint samples to be selected by you so that the interior could be done to your satisfaction.  A Power Installation Manager was then scheduled to be on-site to review the plan moving forward on 8/16/2024 to ensure that the remainder of the repairs can be completed expeditiously and to your satisfaction.

  We look forward to having everything resolved for you as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 08/19/2024

  [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: 22141949
  
  I am rejecting this response because:

  The repairs have not been made, and for you to make it seem like you're doing me a favor is laughable. The initial request for service in 2023 was not completed. The person who came out failed to see that your installers had covered up the weep holes at the time the windows were initially installed, and I wasn't aware of the root cause of the issues until  I had another contractor come out after your supervisor refused to call me back. Since I wasn't getting any response from Power, I wrote a Yelp review thinking that would get their attention. Someone from Power replied to my review asking me to send an email to *************************************. I did on 5/6 and nobody replied. I replied on 5/30 and still no response. I replied again on 6/11...

  You said I refused service on 7/10... that's hilarious. The "crew" led by ****** was supposed to arrive between 8AM and 10AM on 7/10. They didn't show up until around 7 PM when we were entertaining guests. The crew didn't have the supplies they needed, and at that time they hadn't even addressed the interior issues, nor did they know how. 

  I did send the crew home after ****** came out again because instead of replacing the wood trim around the windows, they simply cut out the sections of rotted wood instead of replacing the entire piece. I had even sent him measurements so he knew how much wood he needed to bring. What a joke. 

  We have a very long way to go until this is resolved. 

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

  
  

  

  Business Response

  Date: 08/22/2024

  Good morning,

  A Power Production Manager was on-site on 8/20/2024 to address the concern with the trim around the windows.  At this time, a follow-up service to address the trim around 15 windows was agreed upon and a date of 9/20/2024 was scheduled to have this work performed.  Power's Project Production Manager also advised you on where to send the invoice for the repairs performed at the home from your contractor so that Power could take care of this expense for you.

  We look forward to having everything resolved for you soon.

  Thank you,

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

• Initial Complaint

  Date:08/14/2024

  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.

  so, I had my entry door up in a couple of years ago by Power had issues with the door especially with the space that was showing when the door was installed which they came out to fix but the issue wasn't fixed so for winter I had to purchase stuff to put around the door, so the air won't come inside from the outside. On Saturday August 10th they came to change a lock that i had purchased but unfortunately, I wasn't able to find the lock, so they decided to try and fix the door. When they left and my daughter came through the door, she realized that the door wasn't closing properly, and it wasn't locking either so now we had to make sure the storm door is lock. I called to have someone come back and fix it and was told that my warranty isn't valid because i have a storm door which wasn't bought from Power and that it was on the frame of the door, i tried to explain that the door was working before they tried to fix it on Saturday but no one seemed to care nor wanted to help, all i need is to have my door fix back to the way it was before the idiots touched it.

  

  Business Response

  Date: 08/15/2024

  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 *************************** advised you on 8/12/2024 that the concerns with the entry door lock can not be resolved until you source the new handle that told Power would be provided at the time of the previous service.  Once the new handle is on hand, please contact Power's *************************** at the phone number below so that an associate can schedule a follow-up service to have it installed so that the door locks and unlocks properly.  At that same time, Power's Installation Manager can address any concerns with the weatherstripping on the entry door, however issues related to or that are the result of the re-installation of the storm door, which was not performed by Power, are not be something that Power will be able to address.

  Thank you,

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

  Customer Answer

  Date: 08/15/2024

  [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. Once i find the lock I would call the number below to have someone come and replace the lock and fix my door thanks
  
  Regards,
  
  **************************
  
  

  Customer Answer

  Date: 08/27/2024

  So as I was told by *********************** that I should call when I locate the lock so someone can come out to replace the lock and fix the door. I called today to schedule an appointment and was told twice that I have to wait until January 10th which is totally unacceptable seeing that they messed up the door in the first place. I cant leave my door unlock and especially since winter would be here soon heat would be leaking out of the door because its not closing all the way. I need someone ASAP to fix my door. The representative even suggest I get a locksmith to change the lock and fix the door, and if the door gets screwed up even more Power is going to tell me that they cant doing anything because someone else touched the door. Im not paying over $4000 for a door and having to be going through all this, if they want me to take care of it myself then I suggest I get reimbursed ALL OF THE MONEY I PAID SO FAR because theyre short staff and cant send someone to fix the door thats not my problem, where I work were short staff but patients still have to be taken care of regardless so Ill like for this to get done ASAP please and thanks. Either they replace or repair the door. Whatever they decide they can call my daughter at ********** because if you call I may not get the call because no phones are allowed

  

  Business Response

  Date: 08/27/2024

  Good morning,

  As stated, Power has scheduled a service appointment to replace the hardware on the door that you purchased for it.  If Power is able to accommodate your concerns at an earlier date and and time a Power representative will be in contact with you to make alternative arrangements.  As it stands at this time, Power will be out at the agreed upon time to address the concerns with the door as requested.

  Thank you,

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

  Customer Answer

  Date: 08/30/2024

  Theyre giving us January 10th dont want that date need something earlier 

  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: 22139463
  
  I am rejecting this response because: they want to give me a time in January 10th and thats totally unacceptable because one winter is coming soon and the heat would be leaking through the space in the door and two Im not going to leave my door unlock for so those months, they moved the door for no reason and now it cant close properly not even lock so thats why Im rejecting that time frame. I need my door either fixed or replaced ASAP
  
  
  Regards,
  
  **************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/04/2024

  Good morning,

  At this time you are still scheduled for the earliest available service appointment.  If Power is able to service your concerns a representative will be in contact with you.

  Thank you,

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

• Initial Complaint

  Date:08/13/2024

  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.

  Company was door to door. Salesman inspected roof from insider attic and said there was damage, the worst above the chimney. He also pointe4d out ***** seeping from beams. he said roof would not make it through the winter. we'd just bought the house and moved in in August 2023. This happened in October 2023 October. When the roofers made the repairs, they didn't touch the area by the chimney. Said there was no damage. I told them to get off my property. They called a supervisor and they repaired the area. A few months later there was a leak by the chimney, Another supervisor came out and said, the damage was to the chimney, not the roof. We were pushed into buying a roof we didn't need.

  

  Business Response

  Date: 08/16/2024

  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 was contracted to complete a roof, gutters, trim and attic insulation at the home on 10/19/2023.  Copies of the contract and specifications related to the work, signed by you the homeowner, are attached.  Those renovations were completed on 11/6/2023 and a copy of the signed completion certificate you completed indicating your satisfaction with the work is also attached.  Power did not contract for or complete any work that was not requested.

  Thank you,

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

• Initial Complaint

  Date:08/13/2024

  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 2019 paid over 30k got all new siding, caping, windows and door. Completely designed the home. Within the first year the caping had to be replaced twice within the last 5 years the window screens having falling off causing damage. The caping on the new siding has falling off because of cheap material and poor work done by both installation team on windows who is a neighbor who lives one block up but you have to wait literally 4 months for a screen repair. I called April 17th Its august and my screen fell down barely missing my nephews who were playing on the deck under the primary bedroom window screen its now august and Im still waiting for it to be repaired till the 22nd I CAN NOT OPEN THE WINDOWS IN MY BEDROOM since April 2024 after paying tens of thousands of dollars. Also the worst part of this outside of the horrendous and overpriced job is that there is water damage getting behind the brand new siding that has a lifetime guarantee. I have called and sent pictures and had to pay for a contractor out to state the water thats dripping inside my home from the window seal every time it rains and the water dripping in the brand new windows, frame and behind the siding is all due to poor installation/materials around the siding. Power home and remodeling will tell you any change or work done to their products and service will make the lifetime warranty null and void. So here iam with leaking windows, water damage getting behind the new siding causing possible foundation damage and a power home and remodeling leaking window frames literally the water damage is showing now on the drywall next to power home and instead of fixing their problem they give you an appointment 6 months away and ask for the estimates you paid for so they dont have to send contractors out and fix their awful job which is causing foundation damage and depletion value on my home. My partner who I recommended this company too is having the same issues with the windows.

  

  Business Response

  Date: 08/16/2024

  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's local installation office in ************ is aware of the concerns with the window project completed in 2019 and an Installation Manager is scheduled to be on-site to address those concerns on 8/22/2024.  Until a Power representative can assess the state of the windows and the window installation, Power can not comment on the cause of what you are currently experiencing.  We look forward to having everything resolved for you soon.

  Thank you,

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

• Initial Complaint

  Date:08/09/2024

  Type:Order 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.

  June 18, 2024 Job completed and paid in two payments of totaling $10,766.62.Powerhrg.com and I agreed that they would replace siding and gutters to my house. They made changes in my gutter system that I didn't know they were going to make and I am unhappy with the change. When I walked around my house on June 20, 2024 and recognized the change, I called the company, spoke with *** and told him of my problem. He was to call me on Monday and didn't. I called back and explained the situation to a *****, he told me they would discuss the situation the next day and call me back. When he called me back, he told me there was nothing that they could do about what they had done. My earlier gutter was set up in a way that was not within the parameters of what they believed was proper. Initially, I had gutters that drained into a French drain in the back of my house. Now, I have a gutter that drains directly onto pavement which is very unsafe during the winter when we have snowmelt. If I had been told that they would make this change, I would not have gotten the work done.I am particularly unhappy with this company. Their sales pitch highlights their intention to have excellent communication with their customers. In my experience, this is totally inaccurate.I am attaching before and after pictures so you can better understand what my complaint is.

  Customer Answer

  Date: 08/22/2024

  I sent information to Power Remodeling telling them that I had filed a complaint against them. They responded to my letter and have been out to my house. They have subsequently made a plan to correct the installation and I have agreed that they can proceed. I will not know until the job is completed if everything is done to my satisfaction. I am not ready to say that this issue is resolved. Please keep my case open until I can confirm that the job has been completed. Thank you. 

  

  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 regarding the recently completed gutter installation at your home and a Power Installation Manager was just on-site at your home on 8/20/2024 to take new measurements and review with you a revised gutter design that will move the downspout to a different location to prevent what you are experiencing from happening.  A Power Installation team will be on-site shortly to make these changes.  We look forward to having everything resolved for you soon.

  Thank you,

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

  Customer Answer

  Date: 08/22/2024

  I answered earlier today that I had had additional contact with the company subsequent to my contact with you. I also asked that you wait to close the case until I am clear that what they have offered is completed to my satisfaction. If that is not acceptable to you, please let me know. 

• Initial Complaint

  Date:08/08/2024

  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.

  On 3/11/24 , I contracted with Power Remodeling to replace my existing gutters and repair any destroyed fascia board. They were courteous and appeared to be knowledgeable with the work they did, and were done in a timely manner. On inspection of the finished product , I pointed out that the down spout on the left side of the garage was missing, ( facing the garage, the gutter running along the front had 2 down spouts - left and right - and both emptied into drains that were underground. I was told I did not need that. At the time we were a having only moderate rain and then a dry late spring early summer. Now the rains have come and there was a very good reason for 2 down spouts, the run off water (from the only existing down spout) backed up into my garage and the basement in that corner got wet. When I called this company to have a person come out and add the down spout on the left side , I was told that the first available appt was Dec 9th. I might add that I had only owned this home 9 months when I contracted with them so was ignorant to the run off problem with heavy rains. My concern is heavy rain then freeze which happens in this state. It will cause a hazardous condition on that part of driveway and the walk to the front door

  

  Business Response

  Date: 08/16/2024

  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's local installation office in ************ is aware of your concerns with the recently installed project and an Installation Manager is scheduled to be on-site to address those concerns at the soonest available date and time.  Power's office also advised you after being on-site previously that the roof is old and water is getting underneath the roofing shingles before it reaches the gutter line which is causing the water run-off you are experiencing.  Because Power did not install the roof nor was Power contracted to replace the roof that is not something that Power can assist you with.  It may be in your best interest to contact a local contractor in the meantime to address the issues with the existing roof.
  

  We look forward to having your concerns resolved for you as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:08/05/2024

  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.

  Power Home remodeling replce my roof on 2019, they offered a lifetime warranty. On May June, after planning some remodeling in my house, the contractor noticed that the shingles installed were short, also an area at the front of the house was unglued and detached, A sales rep from Power come to offer me a siding replacement quote and upon mentioned him this issue , he inspected and called his office to report the issue since he agreed with the complain, i called for inspection and i was given Monday August 5th over two months waiting , FINALLY the service inspection came and the person came with an attitude and set up to decline the complain, i explained him the issue and to get a ladder and he didn't want to , i told showing the areas and i took pictures and video recorded the issues in front of him and he started to say that i just did the damaged myself in that moment. I explained him that other people noticed this issue months ago and it is why i called for service, he continued saying i just did it and request a hose to pour water and see if there were leaks, i told him that i just repaired inside both areas and i dodnt feel like getting more damages inside the house, , he said hi company will pay any damages inside if he causes a leak. i told him if he can repair the loose shingles and he said he can but it will rain, alsoi he needs to pour water, he started to be demanding and assumed a tone that i feel it innappropiate so i asked him to leave/

  

  Business Response

  Date: 08/12/2024

  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.

  A Power Installation Manager was on-site to address the concerns with the roof on 8/5/2024, however Powers Installation Manager was not permitted to service the roof in any meaningful way that would help identify the source of the leak you are experiencing.  Power's Installation Manager was on-site to water test the areas of the roof that could potentially be of concern but you did not allow them to do so.  Additionally, you had stated to Power at that time that you had your siding replaced and the leak had stopped.  The interior repairs were already completed as well.  It has rained off an on in the week since Power was on-site and no new leak was been reported during those rainstorms either.  At this time, if the leak has been fixed and if you will not allow Power to inspect the roof then there is nothing more that Power can do.  Furthermore, that the leak stopped after the siding was installed would indicate that leak was not an issue with the Power installed roof in the first place.

  Thank you,

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

  Customer Answer

  Date: 08/13/2024

  Good morning 

  shingles are loosed and detached as you can see in the attached pictures, I also have a video of the technician telling me he did and then I did it . Unbelievable, however , I didnt allow him to put water since the shingles were unglued , I asked him to glue the e shingles firstt, he said he cant apply silicone because of the water , I told him I just did I renovationsninsde the house and I cant have him damages the inside 

  Customer Answer

  Date: 08/13/2024

  [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: 22097958
  
  I am rejecting this response because:Good morning 
  
  shingles are loosed and detached as you can see in the attached pictures, I also have a video of the technician telling me he did and then I did it . Unbelievable, however , I didnt allow him to put water since the shingles were unglued , I asked him to glue the e shingles firstt, he said he cant apply silicone because of the water , I told him I just did I renovationsninsde the house and I cant have him damages the inside 
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/13/2024

  Good morning,

  The area photographed would not be the source of the leak.  Power installs a weather barrier from the edge of the gutter line up the roof, at least 24" past the exterior wall of the home.  This is to protect the home from moisture penetration that could occur due to ice dams, clogged gutters, missing or damaged shingles, and the like.  Additionally, the state of the roof line as photographed is not how it was left when Power installed the roof.  According to Powers Installation Manager that was on-site last week these shingles were pulled up by you to the point that the adhesive strip came unbonded from the starter strip below it.  This type of negligence is not covered under Power's labor warranty.

  With that said, Power has never refused to service the roof, you have just refused to allow Power to service the roof.  A Power representative was in contact with you today and was not able to schedule a follow up service with you for the same reason.  If you wish to have the roof serviced, please reach out to Powers *************************** and representative will be happy to facilitate a service appointment for you.  However, Power has been given no indication that the leak persisted after the siding was repaired and therefore it is still Powers determination that there are no issues with the roof installation that are causing any kind of leak, past or present.

  Thank you,

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

• Initial Complaint

  Date:08/02/2024

  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 purchased out house in 2022 and noticed a leak a few months later,. A roofer looked at it, said something wasn't done right, looks new, call the installer. We tracked down the roofer that installed through the previous owners and contacted Power Home Remodeling. They told us the roof was under warranty, it was transferable to the new owner. Over the course of a year, they were out 4 different times, trying to fix the roof. None of the employees could figure it out, finally they tried to tell us it was a problem cause by our window. Over the course of the year, the leak inside got worse, causing greater damage to our ceiling. We finally filed an insurance claim and through that process, the independent inspector/adjuster confirmed that the roof was installed improperly and the installer should stand by their work. We paid for the roof to be fixed by another company since PHR employees were unable to do their jobs and also paid our deductible to get the covered aread inside the house repaired. I contacted the company, asking them to reimburse us for what we paid sine they were unable (or unwilling) to diagnose the problem correctly and because it was caused by poor workmanship. Now we are being told labor doesn't transfer to a new owner, though the entire problem was caused by them doing it wrong. I have a file "Merideth roof timeline" that goes into much greater detail of everything that happened. I would like the company to acknowledge they did the job wrong and didn't stand by their work. Plus, they misled us and sent incompetent employees to assess the issue, wasting out time, causing greater damage to our home. Plus, costing us more than $4,600 out of pocket. Several files attached. I can't attach the important file with adjusters photos, I'm sending a link to ****** folder containing all files referenced ************************************************************************************

  

  Business Response

  Date: 08/08/2024

  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.

  Power has been on-site on more than one occasion, most recently on 2/3/2024, to address the concerns with the roof.  The leak present at the home has already been determined to be coming from the dormer window capping and not the roof or siding.  Additionally, the wave in the shingles that you have reported are not waves in the actual shingles, they are raised slightly due to the step flashing that must be installed underneath.  This does not pose any risk to the home and the installation was done properly.  Because Power has already determined over several visits that none of the outstanding concerns are related to the work Power has performed, Power will not be able to reimburse you for whatever repairs a 3rd party has already performed.  Additionally, as you are a new owner of the home and not the homeowner that purchased Powers services, there is no labor warranty coverage on the projects anyway.  Powers labor warranty at the time of the project agreement date was non-transferable to a new homeowner.

  Thank you,

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

• Initial Complaint

  Date:08/02/2024

  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 wife and I purchased 14 windows and 2 doors installed on June 13th, financed for approximately $28,000.Installation was complete by end of the same day with a few issues that I was told would be taken care of.- back entry door keys were bent (I cannot use them) I was told new would be ordered and dropped off. I havent been able to use my door.- locks were not sent for 1 window. I was told they would be ordered and installed. (When installer came he only came with half the locks and said theyd have to be ordered and come back along with the key).- one window trim is cut incorrectly and shown to installer. Was told it would be taken care of.- one window is not caulked on exterior, leaving large area for water to get behind siding onto the wood frame (sheathing is visible).- light fixture broken, was told I would be reimbursed for fixture still have not.- two pieces of furniture were damaged and was told that someone would reach out to me and take care of it they have not reached out and I have made several emails with sporadic responses from the company many days later. They now state that they will eventually paint it.Installation was 51 days ago and I cant even get a consistent response for a resolution from someone. All above matters are still outstanding.

  

  Business Response

  Date: 08/08/2024

  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.

  Power's local installation office in ******** is aware of the outstanding concerns from the recent project installations at your home and has already scheduled with you an appointment on 8/16/2024 to have each of these concerns taken care of.  We look forward to having everything resolved for you shortly.

  Thank you,

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

  Customer Answer

  Date: 08/08/2024

  [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: 22081689
  
  I am rejecting this response because:

  - The 16th was never confirmed. I was initially told August 6th. The 16th doesnt work for me or my schedule.
  - The key could have been put in the mail.
  - The lack of caulk around my window is most concerning to me as we have had several heavy rainfalls and the rain is getting in between the siding.

  -It took several days of resending an email over a month ago just to get a response. For $28,000 I expect the job to be done. There was never any problem to get someone out here to sell me something, however, when theres a problem I cant seem to get anyone to even answer an email.

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

  
  

  

  Business Response

  Date: 08/10/2024

  Good morning,

  A Power representative from your local office will be in contact with you to reschedule your service appointment if the date and time scheduled is inconvenient for you.  We will make sure to still address the outstanding concerns as expeditiously as possible.

  Thank you,

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

• Initial Complaint

  Date:08/01/2024

  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.

  I would like to communicate with *************************** and/or ************************* in reference to the rude treatment I received from their employees. I worked in **************** for over 30 (thirty) years which involved speaking with customers by telephone. And if I had mis-treated my customers the way their so-called customer support representatives treated me, I would have been disciplined - up to and including dismissal.Also, a member of my management team would have called the customer to apologize, etc. But none of that happened in this case.Please understand that I do not expect the employees who refused to help me (and hung up on me) to be fired. But at the very least, I would like to be contacted by ******************** or ****************** in order to address the issues that not only include the customer support team, but also the issue of the warehouse employee(s) losing my product.

  

  Business Response

  Date: 08/05/2024

  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.

  Your experience and the concerns you have brought forward since have been documented, passed along to the appropriate parties and have been addressed internally.  Power does not discuss internal matters or share details related to them beyond what information has already been provided.  The replacement sash service that was originally rescheduled because of the missing product was performed on 6/28/2024 and there are no outstanding service concerns with any of the Power products that are installed in the home.

  Thank you,

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

  Customer Answer

  Date: 08/06/2024

  [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: 22078439

  
  On July ******, the BBB posted my "Review" of your company.  On July 30, 2024, you responded, in part, by telling me that I should call Customer Support - the very department that refused to help me and hung up on me.  In my review, I suggested that you might consider listening to the recorded calls.  I gave you specific dates, times and names.  But I have a feeling that you didn't do that.  So here goes.

  As I told some, if not all, of the people that I spoke with, I'm elderly.  My husband and I had to hire someone to temporarily remove the window treatment.  This was done on Sunday, June 23, because we were assured that someone would be coming on Monday, June 24, with "extra hands".  As I explained in the "Review", I had to call your company multiple times on June 24, and again on June 25, which is when I learned about the warehouse debacle.  The soonest that you were able to reschedule the installation (assuming you didn't lose the sashes again) was August 14.  I was told that nothing could be done any sooner.  So, I reluctantly accepted that date knowing that I would have to pay someone to come out to put the window treatment back up only to have to pay them again in August to remove and replace them again.  Before the day (June 25) was over, I received a call from someone who offered me the 28th which I accepted.  My husband and I had to live in a "fish bowl" for a week before we could get the window treatment re-installed.  

  There's much more to this story that I would like to discuss with you.  You have all of my information.  So, I would appreciate it if you, as the Director of Customer Support, would contact me personally.  By the way, calling your toll-free number and pressing Option 2, only dumps me into the department that was so UNHELPFUL.  In fact, when I asked to speak with someone else, for example a supervisor, I was told that I would have to wait twenty-four to forty-eight hours for a call-back..  One of your employees even went so far as to tell me that "we have a departmental meeting in the morning" and suggested I call back the next day (June 25) after 12 noon.

  I have to go now.  Sorry to take up so much of your time.  I look forward to hearing from you (not the BBB) soon

  
  *****************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/17/2024

  Good morning,

  We apologize for the delay in completing your service as scheduled.  Fortunately, Power Installation Managers were able to return to the home only 3 days later and complete the necessary sash replacement.  All outstanding concerns with the projects installed at your home have been resolved. 

  If there are any other concerns with the work completed at the home, please do not hesitate to 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: ***************
  PowerHRG.com

  Customer Answer

  Date: 08/19/2024

  [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: 22078439
  
  I am rejecting this response because:

  This message is for ***********************. 
  You are doing a pathetic job as PHRGs Director of Customer Support by continuing to suggest that I reach out to Powers *************************** by calling *****************.  
  As I learned from my extremely unpleasant experience, the workers who answered X2 when I called, refused to transfer me to someone else when I asked them to. They said I had to wait for a call back. I also learned that NO ONE HAS A LAST NAME OR AN EXTENSION NUMBER AND THEY COULDNT CALL ME BACK AS I REQUESTED BECAUSE THEY CANT MAKE OUTGOING CALLS .  With one exception and that was the woman who called me on the 25th of June to tell me they found the sashes that were lost in the warehouse and who went on to tell me that the earliest you could do the work was the 14th of August  

  All Im asking for is a PERSONAL APOLOGY.  I dont think thats too much to ask.  You have all of my information in your file so I hope to hear from you soon because I really dont want to tell my story on Social Media.

  
  *****************************