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.

close

Find a Location

Power Home Remodeling Group, LLC has 24 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (1) Piece of wood used for roof left on property.JUL 13 (Saturday) ******** came out to residence for a walk thru for, 1. Chimney Cricket not done on roof when width of chimney wider than 30 inches and paperwork stated "If needed". 2. Incomplete siding as a strip on porch not done. 3. Several pieces of wood had been left on property from roofers. He contacted "***" to have these items completed and advised me if not completed to our satisfaction to contact him back. If I did need to contact him and someone else took the call, to demand that I talk to ********** and he would get back to me immediately..JUL 15 (*********** came out to home in early A.M., picked up most of the wood and placed in vehicle but left one piece propped on North side of home visible from road. ********** also completed siding and advised ****** would complete Cricket.JUL 16 (Tue) I talked to ***** that one wood piece left on property, and no cricket. I needed wood picked up and demanded to talk to **********. He said he would try to get a hold of him.. I needed to talk to him since I was going on vacation in a few hours.JUL 22 (Mon) I talked to ****** and said piece of wood still at house. He stated that he would get it picked up.JUL 29 (Mon) **** still at home, but Crickett completed.Week of JUL ***** (Prio to ********** walk thru) Advised various employees (in person) ****** (gutters), *** (siding) and (phone) ****** (roof), ****** on a few occasions, that materials were left at home.I am at a loss as to what I am supposed to do. I am not advised to move wood myself as I have recently had stomach hernia surgery. I am also at a loss as to ********** advising me to demand to talk to him, and not receive a call back a week after I called and demanded just that. Please have someone pick up the wood on the NORTH side of my home visible from street. My house faces EAST, therefore, NORTH is on the right side of my house. No entry to fenced area is needed.

  

  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.

  A Power representative is scheduled to return to the property on Wednesday 8/7/2024 to pick up any leftover material that is still on-site.  If you have any other concerns that you wish to discuss with the work that was completed at the home the Installation Manager scheduled to be on-site can address those for you then.

  Thank you,

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

  Customer Answer

  Date: 08/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a lifetime warranty on the siding and windows I purchased from this company, My wife and I stepped outside today to find a large piece of sharp aluminum hanging down. It came loose from under the roof/gutter area. I called to have someone come out and fix it. The company's response was the earliest they could visit my home would be in early January; they considered it a "slight delay" in repair scheduling. When I asked to speak to a supervisor, my response was "they do not handle calls" but one could call me back in ***** hrs. if I'd like. All I'm asking is for this company to honor its contract reasonably. Service delays, should take a week or two, not five months.

  

  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.

  The appointment to address your concerns with the trim work installed at the home is scheduled for this Wednesday, 8/7/2024, not in January of next year.  We look forward to having everything resolved for you soon.

  Thank you,

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

  Customer Answer

  Date: 08/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:07/29/2024

  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 Group replaced all the windows in my home, which was completed July 6, 2022. During the winter of 2022, one of the windows at the entry door fogged up. In March I alerted PHRG about the issue. I sent a picture and they confirmed that the problem was in the window manufacture, not an uncommon problem. In NOV 2023, the finally received the replacement window, but when they tried to install, it did not fit. The technicians re-measured the window and reordered. It has been more than 8 months and they will not provide me with closure on when the window will be replaced.

  

  Business Response

  Date: 07/30/2024

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  The replacement glass for your window has been ordered with your window manufacturer and Power is still waiting on the replacement glass to be manufacturer and delivered.  At this time, the manufacturer has not provided Power with an expected delivery date.  Once this is provided to Power, a representative will be in contact with you to schedule the replacement.  We look forward to having these concerns resolved for you as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 07/31/2024

  [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: 22058236
  
  I am rejecting this response because:

  Manufacturers of any type must run on schedules. ****************** indicates that after more than 8 months from having received the order, that the window manufacturer has not yet entered the order into their Manufacturing schedule. That is unlikely. They are ignoring the Warranty claim to re- manufacture the faulty window. Who is the window manufacturer? Where is the **** order documentation? 
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/02/2024

  Good morning,

  That is correct.  Orders placed with any of Power's manufacturing partners go into a queue.  Different manufacturers have different lead times, and even within a single manufacturer, different products and product lines have different lead times.  Until a specific order goes into production, the order is not assigned a delivery date.  Until that happens, Power can not speculate as to when the order will arrive at Powers facility and therefore Power can not schedule a service appointment with any amount of confidence that the appointment can be completed as scheduled.

  Once your window manufacturer provides Power with an expected delivery date for the order a Power representative will be in contact with you to schedule the service appointment.

  Thank you,

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

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased windows from Power in 2020. I found crack on window frame on November 2022along with another issue. I communicated this with them and they sent someone out to take photos and look at issues. Per their lifetime warranty they need to fix issues and have failed despite numerous request.

  

  Business Response

  Date: 07/18/2024

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  The replacement sash order for your home has already been placed with your window manufacturer and it is currently scheduled to be delivered to Power's local installation office in ******* on 9/9/2024.  Once the order is delivered and Power can confirm completeness and correctness of the order and that there was no damage incurred during shipping a representative will be in contact with you to schedule the installation.

  Thank you,

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

  Customer Answer

  Date: 07/18/2024

  Im accepting resolution of this claim subject to window being replaced on September 23, 2024. If window is not replaced a new claim will be filed. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  Date:07/16/2024

  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.

  I am reaching out to address a complaint that I have with Power Home Remodeling. I hired them to install a new roof in April 2021. Prior to installing the new roof, my house did not have issues with leaking when it rained. They completed the work and left. Currently, with the constant rain that weve been experiencing, theres a leak in the living room. I called them to request someone come to look at the issue. The technician came and told me that the leak is coming from the roof. The technician also informed me about the gap between the shingles and the siding, which is the cause of the leak. The technician said that the company can fix the gap but since theres asbestos present in the siding, theyre unable to fix the gap until the asbestos is removed.In 2021, when they left after completing the roof, no one mentioned to me the gap between the roof and the siding or the asbestos. With the gap, they should have told me that it would cause water to leak inside my home. I called them again regarding the issue and the person I spoke to, did not care that the job they completed was not done well. They didnt offer to give me credit towards payment to the roof or pay to remove the asbestos. The company did not show any remorse.I am pleading for BBB to reach out to the company to fix the gap and to pay the cost of the asbestos removal. I received an estimate to remove the asbestos and the cost is upwards of $10,000. The company lack of professionalism and lack of transparency caused me and my wife immense financial hardship. Were trying to resolve this issue with the company but to no avail. They refused to fix the issue that they created. They didnt acknowledge that the leak came from their work. I told them that I am going to stop making payment monthly but they told me that they already received the full payment so this could be an issue between me and the finance company. They ruined my roof and I really dont know what to do. Please somebody help me.

  

  Business Response

  Date: 07/22/2024

  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.

  Powers roofing system was installed and installed correctly as per the agreement that was entered into on 3/20/2021.  Power is not able to remove and dispose of asbestos siding in the state of ********** and, in combination with the age and condition of the existing asbestos and cedar siding, it was left alone.  There is no house wrap and no flashing behind the existing siding and this neither Powers responsibility to remedy nor is it part of the roofing project that Power agreed to perform.  Power has offered to re-side the dormers at Powers cost (time and material) if the existing asbestos and cedar siding is removed and the necessary repairs are made, however that is the extent to which Power will be able to assist with the concerns at the home.  If you have the asbestos removed and wish to have Power repair the dormers, please reach out to Powers *************************** 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: 07/22/2024

  in the signed sales agreement, page 3, it says Buyers acknowledges that contractors products dont correct or cure pre-existing problems such as leaks,lead,mold,asbestos,dry rod,decay,fungi,termites,and/or other structural and/or environmental problems. Thats what exactly writing in there. But there was no pre-existing asbestos problem in my roof at that time. There was no gap. There was no leak. They caused the issue and thats why they have to fix it.

  Customer Answer

  Date: 07/30/2024

  [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: 22000614
  
  I am rejecting this response because:

  Dear sir/madam

  They never told me about the issue before/after the project. Also, there is nothing in the contract regarding this issue. They had to tell me about the gap before/after the project. To put it simply, they did not care. Again, there was NO GAP on my roof before they ruined my roof. They caused the gap. They did a very sloppy work and now they want me to pay the cost of the asbestos removal. This is ridiculous.

  Last week, i received an estimate from an asbestos removal company and it is $8,400. There is no way for me to pay this amount. No way. And also, i received an estimate from a local roofing company to fix the gap all around the house and they came up with $3,700. There is no way for me to pay this amount too.

  Either they have to give me a credit for asbestos removal by asbestos removal company or they have to give me a credit for fixing the gap by the local company.

  They have to be responsible and they have to stop deceiving people.

  Lastly, i uploaded 5 more pictures because there is a limit so you can see their sloppy work through those pictures.

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

  
  

  

  Business Response

  Date: 08/07/2024

  Good morning,

  As stated in the previous response, there is no house wrap and no flashing behind the existing siding on the home and this neither Powers responsibility to remedy nor is it part of the roofing project that Power agreed to perform.  The extent of the work agreed upon in the roofing contract is clearly outlined in that contract and it is neither Power's responsibility nor is it practical for Power to determine a pre-existing issue with the siding on the home when Power can not remove, dispose of, or replace the existing product on the home.

  Thank you,

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

  Customer Answer

  Date: 08/14/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22000614
  
  I am rejecting this response because:

  1-They did not inform me that there is no house wrap and no flashing behind the existing siding before the project. I did not sign anything regarding this.

  2-They did not inform me that there would be gap between the siding and the roof after the project. I did not sign anything regarding this.

  3- They keep saying the same thing which is pre-existing issue on the home but there was NO pre-existing issue on my siding. They caused the issue on my roof. They caused a gap on my roof. I did not have any gap issue or leak issue before they ruined my roof.

  4-They have to show me where exactly we agreed upon the gap issue in the contract. They cant because there is not anything regarding the gap issue in the contract.

  5- They have to stop deceiving people and be responsible and cover the cost of the fixing the gap.
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/15/2024

  Good morning,

  As was stated twice previously in prior responses to this complaint, in assessing the existing roof on the home and drawing up a contract to replace the roof with a new one, Power does not determine what, if anything, is behind the siding.  Power could also not inspect what is behind the asbestos siding without damaging it.  Power is neither licensed to remove and replace it nor is Power licensed to dispose of it in the first place.  It is not Powers responsibility to identify and correct pre-existing issues or conditions at the home that are unrelated to the work Power is performing.

  The roof is installed correctly.  Power can not assist you with the siding issue at the home.

  Thank you,

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

• Initial Complaint

  Date:07/16/2024

  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.

  I had Power House Remodeling replace my roof in 2021 and the experience has been a nightmare from start to finish. Initially, I had concerns about their work. There were issues with the flashing around the chimney, a chunk of brick missing from the chimney, gaps between siding and room on dormers/windows, flashing around the front porch, and visible nails which they "fixed" by coloring them with a black marker. Fast forward to January 2024, we discovered a hole in the roof where the original house meets the addition, and water has been leaking into a room on the 1st floor!*** said they couldn't come until February, so my husband temporarily fixed it with spray foam. When they finally came, they claimed they couldn't see anything due to the foam, even after we showed them pictures of the hole. They promised to get back to us but never did. After multiple attempts to reach out, we finally got another response in March promising to send someone in June, but nobody showed up.Emails were ignored, phone calls went unanswered, and their communication was as terrible as their workmanship. They warned us that hiring another contractor would void our warranty, but still failed to follow through with any repairs. To date, no one has come to fix the issue.

  

  Business Response

  Date: 07/16/2024

  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.

  Powers Installation Manager was on-site on 2/23/2024 to review the concerns with the house since the roofing project was completed by Power.  A Power Installation team were on-site again on 7/9/2024 and installed new drip edge and shingles in the vicinity of the leak, however it was determined at the February visit that the source of the leak into the home is the old wood siding and not actually the roof.  Because the existing wood siding was not installed by Power, Power will not be able to service it.  The roof on the home is installed correctly and performing as it should.

  Thank you,

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

  Customer Answer

  Date: 07/17/2024

  This is an out and out lie!  No one from PHR came to my house on 7/9/2024. They have not done any additional work, as the spray foam that my husband put in the hole is still there!!!  My husband works from home and was there every day last week - as their message said they would send someone out - which they did not.  They definitely did not do any repair work.  We have not had anyone from that company out to our house since February 2024.  The leak was not from the siding on the house, as that has all been repaired and there is still a leak. The work was not done properly and they have not upheld their end and repaired it.  

  Customer Answer

  Date: 07/18/2024

  I wanted to clarify something. When PHR came to look at the roof in February 2024, the employee did identify an issue with the siding. He thought that might be why we were getting water. My husband thanked him for that information and said we'd get that looked at, but the hole in the roof still needed to be repaired. He asked my husband to email him the photos (which he did), and he would go back to the office and discuss it with others at the company. I attempted to contact him more than five times (I have phone records to prove it). I was finally able to reach **, who was very helpful and scheduled another visit, but not until June.
  A week later, ******* contacted me and asked me to send him photos of the roof, promising to send someone out sooner than June, as the people scheduled to come in June were just going to inspect it again, and he would send someone who could actually repair it. I emailed ******* the photos and never heard from him again, and no one came in June.
  Meanwhile, we hired a contractor who replaced all the damaged wood on the side of the house, re-waterproofed it, and put the siding back on. We also had to remove the walls and carpets from the downstairs bedroom due to water damage and black mold. Despite these repairs, after more rain, we are still getting water leakage in the same place. This situation is not only frustrating but also expensive! We've paid for the roof, paid for repairs to the water damage ourselves, and still, the water is coming in.
  Additionally, the company claimed they came on July 9th and did repair work, which is a bold-faced lie. Our yard is completely enclosed with a fence, which is locked from the inside because we have a pool. No one can enter the yard without someone opening the gates and letting them in. We have a dog who barks non-stop when anyone is near our house.
  We are having our front porch replaced and have had a contractor working there for the past two weeks. He has been there Monday to Friday from 9-5. When we asked him if he let any roofers into the backyard last week, he said no, no one had been there. He said if anyone had come, he would have *****************, who works from home full-time. Another thing, which I will repeat, is the spray foam my husband used to temporarily fill the hole is still there, which is proof that they did not come and do a repair. We decided to put a small tarp over the area where the hole is to avoid additional water damage to the wood on the side of the house and the downstairs bedroom.
  I'm not sure where to go from here, but I will make some inquiries as to what the next steps should be.

  Customer Answer

  Date: 07/22/2024

  
   Complaint: 21996484  This is an out and out lie!  No one from PHR came to my house on 7/9/2024. They have not done any additional work, as the spray foam that my husband put in the hole is still there!!!  My husband works from home and was there every day last week - as their message said they would send someone out - which they did not.  They definitely did not do any repair work.  We have not had anyone from that company out to our house since February 2024.  The leak was not from the siding on the house, as that has all been repaired and there is still a leak. The work was not done properly and they have not upheld their end and repaired it.  
  
  I am rejecting this response because:I wanted to clarify something. When PHR came to look at the roof in February 2024, the employee did identify an issue with the siding. He thought that might be why we were getting water. My husband thanked him for that information and said we'd get that looked at, but the hole in the roof still needed to be repaired. He asked my husband to email him the photos (which he did), and he would go back to the office and discuss it with others at the company. I attempted to contact him more than five times (I have phone records to prove it). I was finally able to reach **, who was very helpful and scheduled another visit, but not until June.
  A week later, ******* contacted me and asked me to send him photos of the roof, promising to send someone out sooner than June, as the people scheduled to come in June were just going to inspect it again, and he would send someone who could actually repair it. I emailed ******* the photos and never heard from him again, and no one came in June.
  Meanwhile, we hired a contractor who replaced all the damaged wood on the side of the house, re-waterproofed it, and put the siding back on. We also had to remove the walls and carpets from the downstairs bedroom due to water damage and black mold. Despite these repairs, after more rain, we are still getting water leakage in the same place. This situation is not only frustrating but also expensive! We've paid for the roof, paid for repairs to the water damage ourselves, and still, the water is coming in.
  Additionally, the company claimed they came on July 9th and did repair work, which is a bold-faced lie. Our yard is completely enclosed with a fence, which is locked from the inside because we have a pool. No one can enter the yard without someone opening the gates and letting them in. We have a dog who barks non-stop when anyone is near our house.
  We are having our front porch replaced and have had a contractor working there for the past two weeks. He has been there Monday to Friday from 9-5. When we asked him if he let any roofers into the backyard last week, he said no, no one had been there. He said if anyone had come, he would have *****************, who works from home full-time. Another thing, which I will repeat, is the spray foam my husband used to temporarily fill the hole is still there, which is proof that they did not come and do a repair. We decided to put a small tarp over the area where the hole is to avoid additional water damage to the wood on the side of the house and the downstairs bedroom.
  I'm not sure where to go from here, but I will make some inquiries as to what the next steps should be.
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/24/2024

  Good morning,

  Powers local installation office in ****** can have the installation team return to the home on Saturday 7/27/2024 to address any of the outstanding concerns there may be with the roofing installation.  Please note that Powers installation team will not be able to make any repairs to work that was not originally performed by Power.

  Thank you,

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

  Customer Answer

  Date: 08/03/2024

  I received this email on July 30th.  The response from the company stated they'd have someone here July 27th.    This means I was informed about this 3 days after they were to come to the house.   Fortunately I was home, and no one showed up from PHR.   At this point I think I have no other choice but to contact the state licensing department and file a complaint with them.

  

  Business Response

  Date: 08/08/2024

  Good morning,

  Powers local installation office in ****** attempted to reach you on 7/24/2024 to confirm the 7/27/2024 service appointment but was unable to reach you and never received confirmation that the proposed date and time were suitable to you, therefore the service team was not sent to the home.  This is not and will not be Powers primary means of communication with you in regard to upcoming service appointments.  At this time, your service is scheduled for 8/10/2024.  We look forward to having everything resolved for you then.

  Thank you,

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

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Power Home Remodeling Group, LLC (****) completed installation of siding on our house on September 8, 2023. On July 14, 2024 one panel of siding under a window fell off the house at the back and another panel of siding is detached and about to fall off on the front of the house. There was no storm or other event to cause the siding to fall off/detach. I called **** customer service on July 15, 2024 to schedule a warranty service repair. The earliest appointment they have to reinstall/repair the siding panels is September 25, 2024 (10.5 weeks from today). This is unacceptable. The rest of the siding is vulnerable to weather damage due to apparently poor installation if siding panels are off the house for months.Also, **** refused to give me the direct phone numbers for the remodeling consultant who gave us the original estimate and the quality assurance manager who inspected the completed work. Wait times were 5-10 minutes to get a person to answer my calls to any of the **** phone numbers I have.

  

  Business Response

  Date: 07/16/2024

  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.

  At this time your service appointment to repair the siding Power installed on the home is scheduled for the first available date and time.  Should an earlier appointment become available, a Power representative will be in contact with you to make alternative arrangements.  Siding itself is not weatherproof, which is why Power installs a moisture barrier behind the siding on the entire home.  This moisture barrier wrap is what will protect the home from the elements until the siding panel can be re-installed correctly.  There is no reason to believe any damage to the home will occur in the interim.
  

  Thank you,

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

  Customer Answer

  Date: 07/18/2024

  [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: 21992113
  
  I am rejecting this response because: Waiting 10.5 WEEKS for PHRG to do a 30-minute repair/re-installation of 2 siding panels is unacceptable. PHRG scheduled the original installation of the siding on the whole house only 10 calendar DAYS (7 working DAYS) after we signed the contract. This complaint should not be closed until AFTER they actually show up to fix the problem.

  Based on other complaints to BBB that I see filed concerning PHRG, it may take months or over a year for them to address warranty service. I don't understand why PHRG has a BBB rating of A+ if there are so many complaints that only 10% of them can be displayed on the BBB website.
  
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/19/2024

  Good morning

  As stated previously, service appointment to repair the siding Power installed on the home is still scheduled for the first available date and time.  Should an earlier appointment become available, a Power representative will be in contact with you to make alternative arrangements.  Power's service schedule and Powers installation schedule are different and service lead times vary from office to office and also vary from the installation schedule.
  

  Thank you,

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

  Customer Answer

  Date: 09/25/2024

  Power Home Remodeling Group repairman arrived at 11:00 AM for the scheduled 9/25/24 10:45 AM appointment. The two problematic siding pieces were secured with nails during his 30-minute visit. This complaint is now resolved. It is disappointing that it took 10.5 weeks to get a repairman to do the job.

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2013 we had our roof done by this company and received a lifetime guarantee. Yesterday afternoon the rain we noticed water in our wall. A contractor looked at it and said the roof flashing is allowing water in. We called the company today and was told no one could come until September, despite water leaking into my wall which will result in a myriad of issues including mold.

  

  Business Response

  Date: 07/16/2024

  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 service to address your concerns with the roof that Power installed on your home is scheduled to be performed on 7/18/2024, not 9/20/2024.  We look forward to having everything resolved for you then.

  Thank you,

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

   

  Customer Answer

  Date: 07/16/2024

  [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: 21985041
  
  I am rejecting this response because: I would like to keep this case open until the company evaluates the work and sets an appointment in a timely manner to correct the issue.
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/18/2024

  The company came today (2 hours late) and attempted to remedy the issue. We will not know if it was effective until it rains. The workers told us one we ascertain that the roof fix solved the water problem, we should contact them to fix the water damage in our bathroom. 

  

  Business Response

  Date: 07/19/2024

  Good morning,

  To reiterate what was explained at the time of the service, Powers installation crew believes they have identified and remedied the source of the leak.  Please allow for a few rainfalls to be certain that the repair performed completely resolved the leak.  At that time, Power will be able to advise you on the next steps to complete the repair.

  Thank you,

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

  Customer Answer

  Date: 07/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:07/15/2024

  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.

  Over the last two or three years PHG solicitors have knocked on my door. I have a no soliciting sign. I have a gate on my front porch that they have to open to obtain entrance to my front door The new solicitoring sign is right over top the doorbell which they ran they also knock on the door which causes my dogs to go berserk and my dogs will take a bite out of my sofa and other upholstered furniture when strangers come to the door. They also do not have photo ID cards around their neck with a permit number as required by Harford county law. The solicitors made fun of me when I asked for the badges and I was going to call the police because they were violating the law. All three of them said the photo IDs were in their car I asked them to go get them and show them to me and they laughed at me again. I have called them numerous times and they have promised to put me on a do not knock list. I told his solicitor that and he stated that he is paid to knock on every door. He did not have no list or anything like that with him.

  

  Business Response

  Date: 07/15/2024

  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 has added your address and other contact information to it's National Do Not Knock and Do Not call lists.  This change may take up to 72hrs to go into effect, at which time you will no longer receive phone calls or visits from Power's sales or marketing departments.

  Thank you,

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

• Initial Complaint

  Date:07/14/2024

  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.

  Position door latch they installed screen latch broke never locked I called them for ***air in winter they told me had to wait til July for ***air they come out July 12th install latch than when they leave find out does not lock call customer service *** spoke with ***** she stated can put me on schedule again will be December just to fix a lock on screen door she said best she could fom

  

  Business Response

  Date: 07/18/2024

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  At this time, the service appointment to address the concerns with the sliding glass door screen door is scheduled for the earliest available date and time.  If an earlier appointment becomes available a Power representative will be in contact with you to make alternative arrangements.  The service issue you are experiencing does not pose any health, safety or security risk.  If that changes, please contact Powers *************************** and an associate will be happy to assist you.

  Thank you,

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

  Customer Answer

  Date: 07/23/2024

  [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: 21987257
  
  I am rejecting this response because:
  They were out for this issue for not locking & their repair man did to take care of the problem 
  
  Regards,
  
  ****************************************;
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/07/2024

  Good morning,

  The sliding door screen door handle was re-installed on 7/12/2024 as scheduled.  A different issue with the handle was reported shortly thereafter and a follow-up service has already been scheduled to address that concern as well.  We look forward to taking care of the screen door for you as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 08/19/2024

  Still has not been resolved no one has called me from power remodeling on this issue 

   

  Customer Answer

  Date: 08/19/2024

  Still has not been resolved no one has called me from power remodeling on this issue 

   

  

  Business Response

  Date: 08/27/2024

  Good morning,

  The service appointment is still scheduled for the date and time Power advised you of initially.  As stated previously, if alternative arrangements can be made a Power representative will be in contact with you to make those changes.

  Thank you,

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

  Customer Answer

  Date: 08/29/2024

  [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: 21987257
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***********************************