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

  7701 Metropolis Dr Bldg 12 Austin, TX 78744-3125

  
• 

  Power Home Remodeling Group, Inc.

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

  
• 

  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:07/11/2024

  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.

  Have fought for over 1.5 years to replace windows that were faulty when installed. ******** missed appointments to replace with no call or follow up, including the most recent 7/11/24, missed appointments have resulted in the lost of over $1.000 in income from taking time off from work only to have the crew not show up for the appointment.

  

  Business Response

  Date: 07/12/2024

  Good morning,

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

  The most recent service appointment performed in *** could not be completed due to a manufacturing error by the manufacturer of the windows installed in your home.  Power has placed an order for replacement window sashes for this window since that visit and the completion and delivery of your sash order is still pending.  As soon as Power has received your order in Power's Maryland warehouse a representative will be in contact with you to schedule the final repairs.  We apologize for any inconvenience this may have caused and we look forward to having your concerns with the window resolved as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:07/10/2024

  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 or about January 22, 2022, I entered into a contract for my windows to be replaced by this company. They completed the job but failed to replace the trim work on the outside of my home in a permanent manner. The trim has now fallen off completely and the company was contacted about the issue. They stated that they will come and fix it for a price. The rest of the work was done satisfactory but now the window and my home are being damaged by the elements. I have reached out several times and they just keep saying they will come at fix it at a price. It should have been completed the right way the first way and there should be no need for them to come and fix anything. I financed this job and the payments are still being made but they have made no attempt to fix the terrible workmanship of their people. Below is what my windows now look like. Also attached is the contract for the purchase.

  

  Business Response

  Date: 07/12/2024

  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.

  In November of 2023 it was brought to Powers attention that the bottom piece of capping on window had been removed and severely damaged.  Because this is not a material related issue and not a labor related issue, rather the capping had been removed forcefully by some means, this would not be covered under either the product or labor warranties.  Power provided you a price for the repairs to be performed and you chose to have the repairs taken care of on your own.  For that reason, Power has not performed the repair work needed.  If you wish to have Power perform the repairs, Power is willing to honor the price provided in November.  Please reach out to Power's *************************** at the phone number below if you wish to make arrangements to have the repairs completed.

  Thank you,

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

   

• Initial Complaint

  Date:07/08/2024

  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.

  ************************* and ***** sales reps from Power Home Remodeling came to our house on 2-28-24 and gave My husband ******* and myself their presentation for siding, trim, capping on our windows and gutters. We decided to let them install our siding and signed the agreement that day. Our install started 3-18-24 and ended 3-22-24. On 3-20-24 one of their sales reps came to our house and talked to us about having our sunroom windows and doors replaced. She took measurements and quoted the price of $19000.00. We agreed to let the do another install. On 3-23-24 we walked around our house and noticed that the capping on our wind wasn't done correctly, the trim wasn't cut correctly, the siding on the left side of our house wasn't installed correctly and it wasn't nailed up and was cut too short, and I called on 3-28-24 to get someone from Power to come out and correct the problems. We were given 2 appointments 1 for the siding on 5-6-24 for the siding and 1 for 5-10-24 for our window screen. They never showed for the 5-6-24 appointment so I called to find out why and I was told I never had an appointment for that day and that the siding and the window would be taken care of on 5-10-24. **************** and a crew of 2 men showed up on 5-10-24 and we walked around our house and showed her what needed to be done she said they would do what they could but they couldn't finish because they had to order the materials and she would call when the materials came in. She never called, I called on 6-13-24 to find out when was Power coming out and spoke to *********************************** to make an appointment for 6-20-24. Power never showed up. Power sent **** out on 6-21-24 and he checked everything and he made an appointment for 7-1-24. Power sent 2 men out on 6-28-24 unannounced to our house . They corrected a few things and left. Power keeps changing our appointments and then don't show up because we're black. .I called on 5-15-24 and spoke to ***** about the problems with the siding.

  

  Business Response

  Date: 07/12/2024

  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.

  Power has been on-site to address concerns with the work completed at your home in March, May and June and is currently scheduled to return to the home to address any additional concerns you might have.  Power has never refused to service your project or address your concerns and the pending service appointment was only rescheduled because of your request to do so due to a conflict.  We look forward to having your concerns with the windows and siding resolved as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 07/15/2024

  Im rejecting this response because the work was not done correct and our soffit still dips between the living room and dining room windows, they left our junction box hanging and Power Home Remodeling did refuse to honor our appointments by canceling them and not telling us. Every time we make an appointment it gets cancelled so they are refusing to correct the issues. This is not acceptable and we want what we paid for. Stop giving us the run around and get someone out here to fix these issues. Our last appointment was for 7/9/24 and they canceled that with no explanation or communication to us.
  
   Complaint: 21959157
  
  I am rejecting this response because:
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/25/2024

  Good morning,

  You are still scheduled for a Power to Installation Manager to address the concerns outlined in this complaint on the same date and at the same time as you were prior to this complaint being filed.  We look forward to having everything resolved for you then.

  Thank you,

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

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had windows installed by Power Home Remodeling Group in my Brigantine condo, which I occupy during *******. During non-summer months, I am a resident of ********I returned to ** on May 22, 2024 to find water leaking into my bedroom window. The window was locked shut, but water had seeped in and down the drywall under the window, buckling the wall. I cleaned up the water, hoping it hadn't gotten through the floor and ruined my neighbor's ceiling underneath me, as I am on the 3rd floor. The leak appeared to be coming from the window crank housing, and when I attempted to open the window, it was corroded to the point that the crank handle broke. I called PowerHRG to report the problems (leak and handle) and was asked if I could provide pictures, which I did while I was still on the phone with them. The woman I was speaking with said that it didn't appear like a leak because there was no water, to which I explained (as above) that I had cleaned it up. She requested that I take new photos during the next time it leaked, and said the earliest she could get me on the schedule was October, unless I could show the active leak. Within a few days, it rained again, so I took more photos of the active leak. I even provided a video of it leaking. I emailed them several times in the next week without any response. When I finally called and got through, I explained the situation to a different resolution person, who verified that they had received all my support media, but still could not move me up on the schedule before October because "it is full". I again explained this is an active leak and that I return to ******* for the winter on September 17th and would need the appointment before that time. He said that if no one was available for the appointment in October, they would have to push it out until NEXT YEAR. I said that was unacceptable and that my condo could be ruined during the winter. His response was "That's all I can do - Have a nice day" and then HUNG UP on me.

  

  Business Response

  Date: 07/12/2024

  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.

  At this time, a service appointment to address your concerns with the windows installed in your home has been scheduled on the earliest available date and time.  Should an earlier appointment become available, a Power representative will be in contact with you to make alternative arrangements.  We look forward to having your service concerns resolved for you as soon as possible.

  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: 21949638
  
  I am rejecting this response because: The issue of non-performance concerning a guarantee is actually being admitted to and NOTHING is being done to address the situation. I have an ACTIVE WATER LEAK through my window and a broken window crank and am being told that they can't get anyone out to fix it for over SIX MONTHS ! Are they planning to fix all of the secondary damage that will be caused by that time ? I don't think so. I have provided pictures, video and have contacted the "support team" several times. I co-locate between ** and ** and will not be in the ** area for the "earliest appointment" of OCTOBER, to which I was told they would push it out to NEXT YEAR !! I have water leaking into my window with every rain and no one will be here to clean it up and protect my walls under the window. If they are that backed up for service, they should be hiring additional staff to repair their "Lifetime Warranty" issues.

  I want an appointment sometime before September 16, 2024 and I feel that that is a very reasonable request to rectify this complaint.
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/25/2024

  Good morning,

  At this time, your service appointment to address the window concerns is still scheduled for the earliest available date and time.  *********** is not scheduled to be performed next year and the window concerns will be resolved long before then.  Powers *************************** monitors Installation Manager availability daily and when an earlier service appointment becomes available a Customer Support associate will be in contact with you to make those arrangements.

  Thank you,

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

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased windows from Power Home Remodeling Group in May of 2018 with the lifetime guarantee on the product. About a year ago, on June 20, 2023, we called to have one of the windows replaced due to a failure of the seal on one window. We were told that it would be ***** months for the replacement which is much longer than the 8-10 weeks of our initial order with them. We followed up on April 1, 2024 after not hearing from them, and were told that the replacement was scheduled for July 1, 2024. We made arrangements to be home for the work to be completed but had not received confirmation of this date so on the morning of July 1, 2024, we reached out to the company again. They informed us that the work was scheduled for July 3, 2024 but only after we once again contacted them. Today, July 3, 2024, no one had arrived and we had not been called that they were on their way so we once again reached out to the company. This time we were told they were still coming and we asked to speak with a manager regarding the lack of communication from the company about the scheduling over the last year. We were told that a gentleman by the name of **** would be onsite for the replacement and we could speak to him then. The workers arrived at 11:45 but **** was not with them. The workers said he works in the office and is not onsite. This runaround was quite frustrating as no one seems to want to take responsibility for our complaints. To make matters worse, the worker then said the company ordered the wrong window and the work will not be completed today. The window will need to be reordered and my wife called to complain once again. We were not given a timeframe for this new order but said they would "expedite" the order. This company has not communicated on their own initiation throughout this process and have not been effective in fulfilling their contract and warrantee that we initially paid them $17,504 for.

  

  Business Response

  Date: 07/12/2024

  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.

  On the same date of your most recent service appointment, 7/3/2024, a new order for replacement window sashes for your home was placed with Powers previous window manufacturer and a follow up service scheduled for 8/22/2024 was confirmed with you.  We look forward to having your concerns with the windows installed in your home resolved for you then.

  Thank you,

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

  Customer Answer

  Date: 07/15/2024

  I have received the company response and am not prepared to accept or reject their response at this time. Given the history of our difficulties, I will withhold judgement until the scheduled August ******* date has come and they do or do not fulfill their obligations to us.

  Customer Answer

  Date: 07/26/2024

  I am not sure why this was closed. I did respond stating that we have a date for the work to be fixed/completed but I am not satisfied until that date comes and the work is done so we are currently in a holding pattern to see if the company follows through this time. I do not consider this matter resolved until this happens. 

• Initial Complaint

  Date:06/28/2024

  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.

  Ive called three times each time being told that I would receive a call back, never happened! I uploaded pictures of the work in question and was told that the pictures dont show any problems. a one inch hole left in the side of my house where some wires enter,A salesman was on site, I thought he was someone to do quality control but no he was there to pressure me into getting more work done. He toI was also told that if I hired someone else to do the siding that basically if something happened to the windows that Power would not be responsible, scare tactics, a house my size takes five to six days to complete, they did it in three days. I lost network connectivity.. they pulled the fiber connection out of the box. I lost a day of work.found four or five breakers tripped. I called the electric company and was told that the box should only be opened by a licensed electrician and a new tag applied by them.. Out of the five sheets of plywood only a 2 x 4 foot section is used, the front door on the inside there is a inch gap between the molding and the wall. There are scratches on the siding, construction adhesive, holes, miss alignment of parts, stress marks from bending the siding to get it to fit, corner molding that was installed improperly, base plates that stick out more than a quarter of an inch from the siding, drip edge thats flush and progressively goes out about an eighth of an inch (good for freeze thaw) and many other issues.*** sent photos and was told that there is no problems they see on the pictures. I asked to have someone sent to take a look at the problems but they will not send anyone without pictures of the problems. Obviously IM not a photographer and was told to have a friend or family member take the picture because they will not send anyone out unless I send pictures first. A catch 22 situation. They dont like your pictures, no one is coming to look at the issues.

  

  Business Response

  Date: 07/08/2024

  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 *************************** has been in contact with you in regard to the outstanding concerns with the siding and trim installation that was recently completed at your home.  A Power installation team is scheduled to be on-site on 7/19/2024 to make any necessary repairs to the siding and trim.  We look forward to having everything resolved for you then.

  Thank you,

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

   

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Power workers installed several windows in my home in November 2023. During the installation process they damaged my wood front door. They attempted to make a repair, which was unsuccessful and unacceptable.They then sent out a technician to take measurements to commence a replacement. Several weeks later after several unanswered phone calls to the service manager, I received a notification of the door they were proposing to replace my existing wooden front door. Apparently the proposed door replacement was not similar in style or color to my existing front door, therefore I rejected the service manger's proposal.After making my rejection of the proposed door, I made several telephone calls to Power to speak with the service manger - ********************, but was unsuccessful in my attempts to communicate with him, despite several callls and messages left requesting a return call back.I even proceeded to send ******************* a link to ************ website that featured a door similar to my existing front door that would matchup similar to my existing door.Again, no response from the service manager. Upon one of my latter calls, I was informed by a customer service representative, that the service manager had contacted me and Power will be sending out a reimbursement check.***, I had not spoken with the service manager about receiving a reimbursement check, neither did I agree to accepting a reimbursement check.I received a check in the mail dated 6/5/2024 for $750.00, which is also unacceptable and will not cover the cost for purchasing a new door and installing it.Since receiving the check I have made several attempts to speak with the service manager - ******************* without and success or return calls. I even requested to speak with the ** ***********************************, also without any success or return call.On 6/11/2024 I spoke with ********* - Installation Manager, who took my call and promised she would call me back after speaking with *****-no call back

  

  Business Response

  Date: 07/08/2024

  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.

  To date, Powers *************************** has not received supporting documentation that the cost of a replacement entry door slab would exceed the amount that has already been reimbursed to you.  Power Installation Managers were on-site on 2/28/2024 and reported that the existing entry door slab is a replacement piece that was installed into an existing frame (which was modified to accept the new entry door slab) and that the existing frame itself was not damaged, therefore Power determined that the amount reimbursed would be for a comparable entry door slab, not an entire replacement door. 

  Thank you,

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

   

   

  Customer Answer

  Date: 07/12/2024

  Complaint ID #********

  Company Name: Power Home Remodeling Group, LLC

  Consumer: ***********************

  
  

  Attached is an email sent to me upon my request from Home Depot with a quote for a door similar or as close to the existing door slab that needs to be replaced by Power Home Remodeling Group, LLC.

  
  

  I did not see an email address for *********************** in the message forwarded to me, so I was not able to cc him in the email response.

  
  

  When the request was made for information or supporting documentation on the door slab, I had informed Power that I did not have any available documents for the door purchase and that the door was purchased at **********.

  
  

  Power had taken several pictures of the door and did send a technician out to measure the door.  Upon doing so, I had a conversation with the customer support person that had informed me that he would check with their company affiliate for a door similar to my existing door.

  
  

  Weeks later, he presented me with a door that had no similarities to my existing door (color was different, had no dentil shelf or decorative glass ). I rejected that proposal and responded  with an email of my own, as well as trying contacting the customer support person via the company's telephone # and his cellphone number.

  
  

  I responded to Power's proposal by sending them a link to ************ website with a millwork design that I had created online through the website.  

  
  

  After that, communication went mute. I have not had any communication with Power customer support since then. There was no additional enquiry or request for supporting documents, nor any information provided about a reimbursement amount. 

  
  

  Again, I reject the reimbursement amount sent to me via a check and contest that the cost to replace and install the door far supperceeds the amount sent in the check.

  
  

  I am requesting a reimbursement amount similar to what is presented in the ********** design, plus compensation to have the door slab installed.    

  
  

  Thank you for your attention and help in this matter.

  
  

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

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

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

  
  

  
  

  ---------- Forwarded message ---------
  From: The ********** <*****************************>
  Date: Thu, Jul 11, 2024 at 3:49 PM
  Subject: Entry Door Slab
  To: <*******************>
  

  
  
  

  Hello ******, Thanks for taking the time to work with our Millwork Specialists. Please find your custom quote attached as a PDF. We hope to hear from you soon. Associate Name:**** Contact Number:************** Store Number:0930 Please do not reply to this email. If you have questions regarding the information in this email, please call the contact number provided for assistance. QUICK LINKS Privacy & Security|Return Policy|Store Finder INFORMATION Customer Service Center|Local Ad|Savings Center|Manage My Settings|The ********** Credit Card QUICK LINKS Privacy & Security Return Policy Store Finder INFORMATION Customer Service Center Local Ad Savings Center Manage My Settings The ********** Credit Card LET'S CONNECT: 2024 ********** Product Authority, LLC. All rights reserved. Local store prices may vary from those displayed. All offers may not be available in all areas.

  

  Business Response

  Date: 07/17/2024

  Good morning,

  A cursory search of ********** for similar craftsman style doors yield dozens of results, all of which are less expensive than the option you have provided.  A few examples of those are attached to this response.  The existing condition of the door prior to Power damaging it was worse than like new condition and to cover the full replacement cost of a brand new unit without any basis for what the existing door originally cost is not something Power is willing to do.  Please provide an original receipt or invoice, credit card statement showing the charge for the door at the time of purchase, or some other kind of proof of purchase price if you wish to discuss further compensation.  As it stands, Power has provided as much compensation as it will be able to as Power has already provided most or all of the replacement cost of a similar door.

  Thank you,

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

  Customer Answer

  Date: 07/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21912345
  
  I am rejecting this response because:I would like to take this opportunity to respond to ********************** message. 
  
  First and foremost for a number of times I've informed Power that I do not have any records of any kind to present to them as proof of purchase for the wooden front entry door, bug have informed them that the purchase was made from *********** hence I've sought quote(s) from ********** for a wooden front door with the dentil shelf and decorative glass.
  
  Despite ******************** cursory search for similar craftsman style doors, which yielded dozens of results. He failed to present a wooden door that encompassed the style with the dentil and decorative glass combination. His screenshots were of a fiberglass and steel door. The ********** quote was similar to what was presented to Power.
  
  The Irony to this process is Power failed or refused to supply any communication and/or any reasoning for their decision and distribution of funds for the replacement of the front door prior to their current message, but now they're trying to justify the reimbursement amount by dishonoring their original customer communication satisfaction and degrading the integrity of my existing door. If the door had not been damaged by Power I would not have to replace the door despite whatever condition it is in or what I had purchased it for. 
  
  On May 29th, 2024 I had a schedule with one of Power's sales representatives after I had received a call soliciting a roof inspection for replacement. Upon the sales rep's ******** he realized that he could not do anything with the roof because it had solar panels on it. He then proceeded to inquire if I was interested in replacing any doors. I took the opportunity to inform him that I was waiting for Power to replace the front door, because it was damaged during the window installations. After looking at the door he stated that the front door was a very expensive solid wooden door and maybe that's why I might be having an issue hearing from them.
  
  I strongly believe/know that the compensation should be more than what is issued in the check and that Power is not honoring their responsibility to customer satisfaction as advertised or being fair in this matter.
  
  Power has failed to follow through with the door replacement as initially stated. 
  Power has failed in their customer communication and satisfaction and they have forcibly issued a check without any explanation; ***** trying to have an amicable resolution. 
  
  I have a question for ****************.....What would it cost Power to supply and replace the wooden front door with a similar style door?
  
  As a home remodeling company and with a sales rep soliciting said type of services, I assume this is something that Power is familiar with and sells to customers on a regular basis.
  
  Thank you,
  
  ***********************
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/25/2024

  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.

  Approximately 3 years ago I hired power home remodeling group to replace windows and siding on my home. They promised a lifetime warranty against any issues. Within a week I noticed cupping on the east side of the house and the power wires not attached on the west side. 3 times a ********* returned and modified the wall by removing the molded insulation i paid extra for, and each time it became more and more cupped, wrinkled and melted. 7 representatives came to the house stating it was a warranty issue and should be replaced by a different material that isn't affected by the sun. I give them months between complaints before I reach out again and now was told, the owner wants me to talk my neighbors into letting PHRG tint their windows and I have to agree to accept the results. Or I should Design a fix since the neighbors don't want their house touched. I paid approx ****** to them for what was promised as superior materials. In the 98 years our houses have been side by side there was no reflection issues from my neighbor until this company did this work

  

  Business Response

  Date: 06/27/2024

  Good morning,

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

  What you are experiencing at the home is solar reflection.  A window or windows on your neighbors home are reflecting sunlight towards your home and these concentrated UVA and UVB rays over time are causing the vinyl siding installed by Power to warp.  This is not something that is covered under the manufacturers product warranty and is not something that you could have experienced in the 98 years prior because the home was original a combination of shake and wood siding.  Unfortunately, without resolving the reflection at the source, this will continue to happen.  Power has already agreed to replace the siding free of charge despite the warranty explicitly excluding this situation from the coverage you purchased but Power will not do so until a resolution to the reflection has been put into place.

  As soon as the reflection is resolved 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: 07/01/2024

  The gap between  sections and wires that were not installed are not caused by solar reflection. I've waited years for these to be fixed. Your sales professional walked around my house mid afternoon when the sun reflects on my house. Your professional approved installing this product making it your responsibility.  Also having so many professional representatives come to see it and telling me you would replace it with a different material to avoid this issue also is your company taking responsibility for this mess. Your sales person solicited this job and promoted this product without me asking for it, saying it was better than the *********** I planned to do myself. Your lifetime, no questions asked warranty was also pushed on me.. you carry insurance against this sort of problem so put a claim in and correct your mistake if that works for you. You ruined my house, fix it.
  
   Complaint: 21899289
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/11/2024

  Good morning,

  The issue of the solar reflection causing the damage to the siding is not Powers responsibility nor the responsibility of the manufacturer of the siding itself, which is who backs the product warranty for the product on your home, not Power.  The product warranty is not a "no questions asked" warranty and the terms of the warranty are clearly outlined in the warranty document itself, which is both presented to you at the time of sale as well as being available on Powers website to view at any time.  Despite the cause for concern not being covered under warranty, Power has already agreed to make the repairs to the home, on multiple occasions, once the reflection itself (which is entirely unrelated to Power's work and a pre-existing condition of the home) has been resolved.  To date, Power has not been notified that the reflection has been taken care of so the vinyl siding has not been replaced.

  Thank you,

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

  Customer Answer

  Date: 07/15/2024

  [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: 21899289
  
  I am rejecting this response because:
  As the home owner who had no knowledge of solar reflection issues, who went on your representatives recommendation and then was told more than 8 times by multiple employees of your company that you have had this happen and would replace it with a different product, I don't accept that response. Also there are gaps in the siding that were never repaired, fading and the wires that were never properly attached to the house. Stand by your work and make it right
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had problems with PowerHome for the past 3 years. We've have 3 services completed with this company - 2 instances of windows for full home window replacement, and gutters and soffits. We would NOT have gone with Power again for subsequent section of windows and gutters if we could have avoided it (windows needed to match etc). Since installation we have had problems and concerns about weatherization, cracking and waterproofing of the windows (among other problems they have come out to check and remedy). On 6/7/24 a team came to replace the outside capping on 3 windows. The contracting team from PowerHome notified us that the windows were NOT waterproofed and weatherproofed and the window capping was done INCORRECTLY in the first place (they checked all windows and confirmed none were done correctly). This is the 3rd contracting group from PowerHome to tell us this. In Dec 2023 we had a "managing supervisor" with no construction experience come out to say the windows were "fine." The team on 6/7/24 re-capped the three windows CORRECTLY, and did it in a completely different style than was originally done. They filed a report with their manager/PowerHome, and told me I would be called that day to schedule a correct replacement of all other window capping's in the home. I was never called. As of 6/24/24, I have called on 3 different occasions, been told the situation is still in review and have not been called back for a resolution, to schedule new window capping's, or to refund my money. The resolution I want is the team who came on 6/7/24, to come again, recap ALL windows in my home correctly, to the style they did the 3 most recently capped ones at no cost. Resolve ANY water problems in the home as a result of incorrect window installment/capping AND refund the full ****** paid for the original recapping of the 3 windows which was found out to have been done incorrectly, and thus should have been a warranty call and NOT a paid services.

  

  Business Response

  Date: 06/27/2024

  Good morning,

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

  The amount paid for the repairs to the window capping from a 3rd party damaging them has already been refunded and the repairs to those windows already completed.  The remaining windows will not be capped free of charge.  They were capped when the windows were installed and there are no issues present with those windows.  The work Power has performed is guaranteed for a lifetime and since there is no present issue nor a reason to believe there is one the replacement has been considered unnecessary.

  Thank you,

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

   

  Customer Answer

  Date: 07/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21892398
  
  I am rejecting this response because:
  This was not the company's decision in their phone call to me. And this is POOR customer service, and incorrect information - the windows are not capped in a way that makes the windows water proof. 

  Additionally, the cost of re-capping has not be refunded yet. 
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/11/2024

  Good morning,

  On the morning of 7/8/2024 you confirmed to Power's local installation office in your area that the refund had been received.  Additionally, Power's local installation office did agree to re-cap the remaining windows and that work is being completed on 7/13/2024.

  Thank you,

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

  Customer Answer

  Date: 07/15/2024

  [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. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:06/22/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I decided to not proceed with installing windows, and they have not stopped calling sometimes several times a day for several weeks now. I have reiterated I'm not doing the project and they continue to call me despite giving clear verbal instructions I'm not interested. They do not care what I say on the phone, and continue to sell me until I have to hang up rudely. There was never a signed contract nor any verbal commitment; there hasn't even been measurement completed. This has proceeded from trying to maintain potential business to outright harassment. Stop calling me, I'm not interested nor will I ever consider doing business with you.

  

  Business Response

  Date: 06/27/2024

  Good morning,

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

  Your contact information has been added to Power's national "Do Not Call" list.  This change may take up to 72hrs to go into effect, at which time you will no longer receive phone calls from Power's sales or marketing departments.  We apologize for any inconvenience.

  Thank you,

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

  Customer Answer

  Date: 07/01/2024

  [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,
  
  *************************