Business Profile

Window Installation

Power Home Remodeling Group, LLC

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

905 total complaints in the last 3 years.
247 complaints closed in the last 12 months.

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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:06/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Weve had the roof, siding and fascia replaced by PHG and theyre refusing to complete the warranty work on our porch roof. Weve been waiting for over a year. We keep getting put off and told were going to do it soon.
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.
A Power Installation Manager was on-site on 6/24/2024 to assess the concerns with the roof porch and Power is already scheduled to return to the home on 8/8/2024 to remove all of Powers products from the front porch, re-frame the beam and post, and reinstall Powers products once the re-framing of the beam and post is completed. We look forward to having everything resolved for you then.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Initial Complaint
Date:06/17/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Power Home Remodeling (apparently using several different names interchangably) used unconscionable business practices and sold massively overpriced home improvement services, what objectively is a few hundred dollars of repairs at a price of approximately $7,000 to an elderly woman living alone, with severe Parkinsons and diminished capacities, while her son is away on active duty with the National Guard, for the exterior of a property that she doesnt own and merely rents month to month, and to which the owner of the property not only didn't consent but objects?Power Home Remodeling has refused to provided their file number of 37-50785. Municipality says no permits of any kind were ever issued I am the primary caregiver for this person. I have power of attorney.I seek complete return of all moneys paid and cancelation and release of any claims for future payment; in exchange for which I will waive enhanced damages and penalties as provided for in the Consumer Fraud Act and etc..
Business Response
Date: 07/01/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
All of the documentation provided to Power Home Remodeling indicates to Power that Power contracted with the homeowner to have this work completed. We are looking into your complaint and someone will be in contact to gather any additional documentation that you might have.
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: 21862886

I am rejecting this response because:
The reply is totally bogus.
They "contracted" with, I would say abused, an elderly woman of limited capacity who IS NOT THE PROPERTY OWNER and was not authorized by the property owner to do any construction on the property; and in fact objects to her doing such work on the property, and specifically objects to this contractor.

Regards,

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

Business Response
Date: 07/24/2024
Good morning,
Due to the legal nature of the complaint, Power will not be able to comment any further.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Initial Complaint
Date:06/17/2024
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.
Company sold me house windows and sliding doors stating they had lifetime warranty and will replace them for any reason. My kitchen sliding door and window screens were damage due to a spring storm and they refuse to replace or repair the door or screens. They even denied me to speak to a manager stating they didnt have one. They gave me the run around for over a week, it took 3 phone calls to get an answer to my claim which they denied. They use unethical business practices to sell their products and dont honor their warranty they claim to have on their products, and use unskilled contractors to install the product they sell.
Business Response
Date: 06/20/2024
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 copy of Power's lifetime labor warranty and the lifetime product warranty offered by the manufacturer of the windows installed in your home are both attached. Both of these are presented to you during the sales presentation, are available to you at anytime during the pre-installation and installation process through Powers Project Pulse app, and are available on Powers website. The lifetime duration of the warranties only speaks to how long the warranty stands for, it does not mean it is an unlimited warranty. As outlined in both warranties, there are specific exclusions for, "Accidents, acts of God, fire, flood or atmospheric contaminants; application of heat causing excessive temperature differentials;or anything outside of NBPs control." Because the damaged you have experienced to the products installed to your home were the result of a weather event, neither your window manufacturers warranty or Powers labor warranty would provide relief in this case. Power's *************************** was able to provide you with a quote for the necessary repairs and will honor that price for a full year. If you wish to have the repairs completed, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Initial Complaint
Date:06/17/2024
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 purchased all new windows, front and back doors from this company. One of the selling features was a lifetime, transferable warranty. The installation and warranty were activated on 1/30/2015. Since then, I have had to replace at least a third of the windows, and each time has had to wait for over a year for delivery. One picture window took more than two years, and I currently have 7 that I have been waiting for ***** months. I was told they would be delivered 5/30/24 but they have not yet arrived. The business explained that the manufacturer of our window was sold to another company, and due to the quality of the windows they no longer source from them. The company that our manufacturer was sold to no longer honors Power's warranty and their all costs are out of pocket. Fortunately, that is not my issue, but unfortunately I still have a guarantee that cannot be honored. The delivery time from the manufacturer either needs to be expedited or they need to come and replace all my windows with a brand they can make warranty replacements to .
Business Response
Date: 06/20/2024
Good afternoon,

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

The replacement window sash orders for your home were placed with our manufacturer and we are still waiting for the orders to be completed and delivered. Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to. Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult. It is for these reasons that the orders for the replacement sashes is taking so long to arrive at our local installation office in ******** While we continue to work diligently with all of our manufacturing partners to reduce lead times on manufactured goods as much as possible, we must in the meantime follow the current best guidance that Power is provided on expected lead times.

At the present time your orders are scheduled to be delivered to our local office in ******* later this summer. As soon as your orders are delivered, a Power representative will be in touch with you to schedule the replacement. We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.

Thank you,

***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.com
Customer Answer
Date: 06/20/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21860441

I am rejecting this response because:

Power is able to complete new projects within 6-8 weeks, even today. So this shortage as you describe is unique to the manufacturer of my particular brand of windows, as I have been told by several of Power's employees when I call to find out when my delivery will arrive after each due date is missed. You have changed manufacturers due to the quality of the ones I have, as shown by how many of my windows I have had to replace already. You currently use Pella as I have been told. I would not be able to sell my home as it is due to issues with my windows. A sales representative from Power was in my neighborhood last week and stopped by to see if I wanted to join a neighborhood presentation because I have obvious issues with my windows. I have also been told by Power employees that the manufacturer no longer honors the warranty after they changed owners, and all replacements are out of pocket to Power.
Based on my current experience, I fully expect more windows to fail. And to continue to wait for up to two years for a replacement is not in the spirit of our warranty and is certainly not what we were sold. If my windows were a car, they would be a lemon. I want a refund so I can go buy new windows with a manufacturer that can deliver and where failure is not iminent. Or I want to have the windows and or sashes replaced with your current warranty honoring vendor. It will probably end up costing Power less money to do that than to continue to replace my failed windows out of pocket.

Regards,

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

Business Response
Date: 06/27/2024
Good morning,
As stated, the replacement window sashes for your home are on order and will be provided and installed when they become available. Despite the original window manufacturer of your windows no longer manufacturing the line of window installed in your home and therefore no longer honoring their product warranties, Power is still providing replacements free of charge.
As soon as the replacement window sashes are manufactured and delivered to Powers local installation office a representative will be in contact with you to schedule the replacement.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 06/27/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21860441

I am rejecting this response because:
This is the same answer I have been getting since 2018, and do not beleive it should take years to replace a failed product covered by warranty. It seems we are at an impass and perhaps need to move to arbitration as our agreement allows. It is not acceptable business practice to have it take so long to replace a product when the Company can complete new window installations within 6-8 weeks.

Regards,

*****************************
Initial Complaint
Date:06/16/2024
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.
A dishonorable Power Home Remodeling performance Project 36-95332 On November 26, 2023, you installed five new windows for me. During the first rains that followed after the installation, I noticed that the walls under two of these windows were getting wet, which had not happened with the old windows. I contacted the ***************** on February 8, 2024 informing you (email at 8:33 AM) about this, but I did not get any response from you. With each new rain, the walls continued to deteriorate until the rainwater seeped through the wall causing flooding inside the room. I had to cut out the water damaged sheet rock to make it easier to collect water under your windows during rains and limit the damage to the walls . I called and emailed you with incriminating photos on March 28, 2024 (email at 4:51 PM, CCd to ********************* and ***********************). You replied that you will send me a team on April 13, 2024!!! So, for the next two months I had to collect rainwater from the room, day or night. I called Warranty again and you reacted, finally, advancing the date of the intervention by ... five days!!! Please see all on attached file: DISHONORABLE PERFORMANCE project 36-95322 **************, an indignant customer 16 June, 2024 June *******
Business Response
Date: 06/20/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Powers local installation office in ********** is aware of the outstanding concerns with the window installation at your home and the window leak was already repaired on 5/8/2024. There were a few contributing factors to the leak, one of which was that you had covered the weepholes that allow water to drain out of the window frame and to the outside. You were advised to leave these open during the service on 5/8/2024 to prevent issues in the future. Power Installation Managers are already scheduled to return to repair the interior of the home. We look forward to having everything resolved for you soon.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com

Customer Answer
Date: 06/21/2024
[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: 21858065

I am rejecting this response because:

Mr. Director of Customer Support

I am very unpleasantly surprised by your answer.
You state that "There were a few contributing factors to the leak,one of which was that you had covered the weepholes that allow water to drain out of the window frame and to the outside". I don't know how you obtained this information but, in the position on that you hold in PHR Co, I believe that you have the obligation to judge honestly and,above all, logically. Have you wondered what reason I would have had to do an intervention on a window that would have worked properly,especially knowing that I would lose my warranty if I did that?
No,Mr. Director, I didn't fill the water drainage spaces, this was done by your worker who zealously filled all the drainage space under the window frame. *****, the truly professional worker who solved the problem on May 8th, convinced me that the person who installed the window had no idea about the correct slope of water drainage under the window frame. ***** found this in both windows that caused me problems.
Therefore,I firmly reject your statement that I caused the failure of the two windows.

But you didn't give me a concrete answer to the accusation about your unforgivably late reaction to my cry for help. I told you that with every new rain the water penetrates through the wall and floods my room. You let me fight the rains for two months and in April you sent me an "expert" who sentenced me to another two months of worries. He examined the windows only from inside the rooms and decided to order two new frames. If he had put the ladder on the wall outside, to examine the windows from the outside, and if he was really an expert, he would have seen what ***** noticed at first sight when he came on May 8. Please agree with me that if you had really had empathy for an 80-year-old client and you had sent it me a really qualified person at the beginning of February, you could have solved my problem immediately without me waiting four months for the delivery of two other frames, but only correcting the initial installation mistake. I hope you will think about it a lot.
Did you worry that one of your customers was facing such a problem for four months? You promised me a Warranty.How did you put it into practice when I told you that it's raining in my house because of your work? You were not impressed by my desperation or the continuous deterioration of my walls.

And you still haven't answered me if there are contractual clauses regarding the deadline for completing the works requested/imposed in the Warranty.

Now,when a truly HUMAN and truly PROFESSIONAL man detected and solved the problem of water leakage,you ask me to wait another two months for the repair of the walls damaged by rainwater. What should I think about your concern to restore to your client the comfort that you damaged seven months ago?Maybe your bosses, higher rank, will be bothered by the idea of defaming the prestige of their company, PHR Co.

Politeness obliges me to thank you for the attention you give to the letter Im addressing to you.

C. B.
06.21.2024

Regards,

Chirea Butnaru

Business Response
Date: 06/27/2024
Good morning,
Power performed the services at your home in as timely a manner as possible given the resources necessary to resolve both the concern with the leak and now the concerns with the interior repairs. Despite their being multiple contributing factors to the window leak, some of which were no fault of Power, Power has already agreed to absorb the full cost of the interior repairs and to be the company to provide the service itself. ************ is scheduled to be performed in as timely a manner as currently possible and if it becomes possible to perform this service sooner a representative will be in contact with you to make alternative arrangements.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Initial Complaint
Date:06/14/2024
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.
Salesman from Power came by my house selling windows and gutters. He gave an estimate and told me that if I act on it right then, I would get a discount. If I had to think about it, then the cost would go up. He gave me an estimate for $16,000 for windows and gutters. He said that they worked with **************** to finance these projects. I decided to go with Power for my windows (I'm a new homeowner & needed new windows). About a week later, the pre-installation inspector came and told me that the cost would go up because the salesman either forgot or neglected to include things that were legally required by codes in the estimate. My project spiked to $19,000 after that. The inspector did not know why this guy had forgotten to include these things. Gutters were installed quickly and my windows were installed after Christmas. They were installed fine, but the installers did not do a good job cleaning up afterwards. They left nails, screws, and brackets in my front yard and driveway, one of which punctured my tire and I had to pay to replace it. Power called me several times to inquire about my satisfaction and I told them the windows and gutters were fine but then when I told them about the deceptive sales practices and the poor clean up job, the first girl hung up on me, the second guy just coldly said sorry, and the third girl just remained silent. Financing this project was also a racket. They "partner" with ****************, which is a lie. The "founding members" of Stream are the CEOs and COO of Power. They charge *****% interest if you take the early deal or *****% if you wait. No option to put any money down was offered to me. My "loan" was spread out over 132 months or 11 years at *****% interest. My $19,000 window project would cost me nearly $36,000 by the end. They need to apologize for their deceptive practices and be more up front about how people are supposed to pay for them. I, for one, will never use them again. I tell others not to use them.
Business Response
Date: 06/20/2024
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.
Attached are copies of the original signed Sales Agreement and the signed Project Amendment for your remodeling project. The original project price was $1,8282.55 and was only increased $439.59 to $18,722.44 for the reasons outlined. This increase in price was agreed to as indicated by your signature on the signed amendment. The details of your financing terms were provided to you in writing in advance as permitted by law. Those details include the amount being financed, the term of the loan, the interest rate of the loan, and the total cost of the loan. Powers secures financing on your behalf as a service to you, however no one is obligated to use any of the partner lenders that Power secures financing with and you were entitled to source your own financing had you wished to.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 06/20/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21852639

I am rejecting this response because:
The Power sales representative, ******************************, neglected to include things that were required by local codes. You can try to hide behind the purchase agreement as much as you would like, but the fact that he neglected to include items that are required by local building codes is deceptive. Moreover, the bulk of your response is a canned answer as I have read dozens of other complaints and they all sound the same. Furthermore, the original sales contract that I agreed to with the $18, ****** was carried out on October 28, 2023 and I had three days to cancel. But the pre-installation inspector didn't come to do my inspection until the evening of October 31, 2023 while I was at work. The agreement stated that i had until midnight November 1, 2023 to cancel, but how could I cancel when it was after 9pm that I arrived home? What would be open to send anything to Power before the midnight deadline? By that time, I was unable to rescind anything without incurring some asinine fee. To that point, the person who signed that new agreement was not the homeowner, but rather a resident that was unauthorized to sign. I am the only one on the deed to this property and I didn't sign any new agreement. I have dealt with ***************** who are little more than crooks owned by Power and controlled by its board of directors.
As to your other point about finding outside financing, I attempted to make a down payment but our friend ****************************** told me that he couldn't take a down payment and it would all be included in the financing, which at *****% interest is an insult. I have since found new financing, but will be reporting **************** to the **** FDIC, CFPB, and the SEC. If you won't clean your own house, the federal government will clean it for you. Power is a deceptive and predatory company, and based on other complaints I've read, barely stands behind its work.
Finally, your installation team didn't clean up after themselves. I'm still finding nails, screws, and parts from my windows in my front yard and driveway. There is absolutely nothing in the contract that states that the homeowner is responsible for cleaning up after the project. Your team left so many pieces behind that one punctured my tire and I won't even let my dog walk through the front yard for fear he'll step on something.
You're a D company at best and I will never use nor recommend Power to anyone for anything. And if anyone from Power comes onto my property again trying to sell me something, I will have them arrested for trespassing.

Regards,

*************************, ****, Ph.D.

Business Response
Date: 06/21/2024
Good morning,
Power does not set the interest rates offered by it's lending partners, however Power does buy down the interest rate when necessary so that all of Powers customers can enjoy the same financing packages advertised during the remodeling consultation. Loans for home improvement projects are more akin to personal loans as there is no collateral backing the funds like a mortgage or car loan. For that reason, interest rates tend to be higher. Furthermore, a customers credit worthiness factors into the interest rate and loan amount that they are ultimately approved for just like any other loan. Powers partnership with ****** financial allows Power customers to enjoy lower interest rates on their home remodeling project loans that they would typically find elsewhere, including from other lending institutions Power has partnered with past and present.
If you have any outstanding concerns with the work that was performed at the home, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 06/24/2024
[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: 21852639

I am rejecting this response because:
I tried reaching out to the *************************** and they blew me off immediately. They refused to discuss with me any issues with my project and directed me to the BBB. Therefore, I have filed yet another complaint. This time it revolves around the contracts that you have continuously thrown into the faces of your customers.
The initial contract states on page 1, paragraph 3, that no amendment or modification can be made without the changes being in writing and signed by both parties. As that complaint will explain, there was no signature from a Power representative on the amendment and, moreover, only one signature appears from one party, that being apparently mine. The amendment states my name AND the other buyer, not OR, which means that we both have to sign it. Ultimately, the fact that Power never signed the amendment means that Power never accepted the terms to their own change. According to your own contract, no changes can be enforced without signatures from ALL parties, both buyer and seller. The seller does not appear to have signed the amendment that you have so graciously provided. Therefore, Power needs to refund me the $439.59 they should have included in the original agreement, but forgot or neglected, as well as the interest that I had to pay to your "partner" at the rate of *****%, which is calculated at $4.83/day for 132 days from February 2, 2024 to June 11, 2024, when I refinanced at a 3% interest rate with my local bank. As such, due to Power violating their own contact, by not signing the amendment, Power owes me a refund of $1,055.15, principal and interest.
What concerns me the most about Power's *************************** is that there is no support. There is the typical runaround and cowardice that I find from other companies. In any of the responses Power has provided, there has not been any shred of apology for the inconvenience or for the lack of cleaning up after the project was complete. My finding of nails, screws, brackets, etc. in my front yard and the replacement of a tire on my vehicle because of the installation team's lack of cleaning up ought to warrant a basic level of sympathy, but I have gotten none of that. This is why people have issues with Power.
Therefore, I am demanding not only that refund for the reasons above, and which Power will receive a formal complaint soon, but also a written apology sent to me, via mail with wet signatures, from Power for their severe lack of judgement and oversight.

Regards,

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

Business Response
Date: 07/08/2024
Good morning,
Power will not be refunding the $439.59 for the additional work that was added to the project, nor will Power be refunding any of the interest paid on the loan taken out for the project, for the reasons already outline prior responses to this complaint.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 07/08/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21852639

I am rejecting this response because:
******************, you have thrown the contracts into the faces of your clients and, yet will not honor your own terms? You feel that it is completely fine to violate your own terms of Power's own agreements? The contract states verbatim, Page 1, paragraph 3, that any and all modifications or amendments must be signed by all parties, including Power Home Remodeling. Due to the fact that Power did not sign their own amendment, per the original agreement, the amendment cannot be enforced and therefore null and void. I am not sure why you think this particular clause does not apply to Power. There is not even a place for Power to sign the amendments that they create, which tells me that Power has done this to multiple people over the years, and now you have been caught in a lie. I have tried to reach out to Power directly for a resolution to this complaint, but as of writing, Power, and more specifically, your department have deflected and hidden themselves. I ask for a conversation, but I get circular stories from your representatives. The additional work that was performed was required by law and local code. Since Power did not, by neglecting to sign the amendment, actually agree to the amendment, that portion of the total project cannot be enforced and must be refunded. Since Power, and vicariously you, have refused to follow your own terms and contracts, I will be pursuing arbitration against Power Home Remodeling since I am not allowed to use litigation. This appears to fall under the Tennessee Statute for Breach of Contract (TCA 47-50-109), which does allow me to seek a remedy. This further suggests to me that Power does not (and will not) honor their own contracts. You have failed to stand behind your own terms, which calls into question any and all integrity of Power Home Remodeling going forward in my opinion.

Regards,

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

Business Response
Date: 07/15/2024
Good morning,

The original sales agreement that you continue to reference, which is attached to prior responses to this complaint, is signed by all parties involved. The amendment, which has also been provided, is signed by the buyer acknowledging the change in terms and price.
Power will not be providing any refund for the project. The project was completed as outlined in the original agreement and associated amendment.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Initial Complaint
Date:06/14/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am 79 years old, my wife 78, and I wanted to prepare our home for the rest of our lives by replacing windows, doors and siding that no longer met "Energy Star" certification. Power HRG came door to door selling their services. Power's representative *********************** came to my home on Dec. 5, 2023 to create a $130,000 contract that would meet current "Energy Star" Certification in my climate Zone. I was given (and retained) Power documentation indicating window and door certification for the northern **. I was assured that the siding provided R-9 insulation value. I contracted with ******************.On Jan. 5, 2024, I discovered that the documentation supplied was outdated as of Oct. 23, 2023. I cancelled the contract. Power informed me that the windows and doors were completed. ****************** offered $6000 discount to accept the documented windows and doors. The difference between the contracted and new standard "was slight."Power does not and will not supply the windows and doors specified in their documentation. The windows and doors installed were suitable for use only in the southern states. There was significant air infiltration throughout the project. The siding was actually rated R-2.2.There were several addenda to the original contract that were ignored. There is damage to my property and defective product and installation that Power has agreed to repair or replace, but with the same deficient products. All these assertions documented and uncontested by Power until April 2024. They claim I accepted non-certified products on Jan 6 with ******************. I only accepted the products described in the Power documentation not the products supplied.I am having the windows and doors replaced by a reputable contractor. These will meet "Energy Star" Certification. I am seeking a full refund for what can only be deemed "massive if not criminal fraud." I have retained a lawyer, but Power has not responded before this week. Power has requested full payment.
Business Response
Date: 06/14/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Power's local installation office on *********** is aware of the outstanding concerns regarding the project completed at your home and is working to resolve those as soon as possible. The project itself was completed as contracted with the products that were contracted for. If you have any additional questions please feel free to reach out to Power's local installation office in *********** and a representative will be happy to assist you.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 06/21/2024
[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: 21850275

I am rejecting this response because: It is an out right lie.
On December 5, 2023, I contracted with *********************** of Power HRG for 20 Pella windows, one 8" Pella Patio Door and Pro-Via entry doors. This contract was subsequently amended many times. I immediately demanded and received an addendum that voided the sentence in Power's contract: "This Agreement constitutes the entire agreement and understanding between the parties, and this Agreement replaced any and all prior negotiations, representations, or agreements, either written or oral." The hand written document was typed and resigned by ****************** on January 2, 2024. Five additional contractual agreements followed of which only one was completed. See Addendum D.
As we explained to ******************, the ONLY reason my wife and I were having this work done was to provide "Energy Star" quality products to our home. There would no significant change in appearance of the siding, windows or the doors. Upon stating this non-negotiable requirement, ****************** went to his car and returned the document showing his products "Energy Star" compliance for the entire northern ** including ******. The BBB has a copy of this document referred to as "Addendum E."
On January 5, 2024, I learned that ***** document **************** had provided was outdated by at least 6 weeks and that the products to be supplied did not meet the new "Energy Star" certification requirements. I notified Power HRG by certified letter and ****************** by text that I was cancelling for this apparent "fraud." **************** replied by text that he would "explain the windows." Referring only to the document he supplied, ****************** admitted it was recently out dated, however, the difference between the new standard and the old was slight and the windows were completed and "sitting on the warehouse floor." Would I please accept these excellent window and Power would give us a $6000 discount for their error. Because the windows were completed, we reluctantly accepted ********************** offer.
Perhaps, ****************** believed that the documentation he provided was a description of the products that my wife and I purchased. See IMG_3100 and 3101. It was on March 8, 2024 that I was made aware that the documents I was able to salvage from the windows prooved that they were not described by the document originally provided. The contractors made every effort to remove the standard documentation from the windows and doors to which I was entitled. My text to ****************** and his response, which is an admission of fraud, if intentional, suggest that ****************** was merely suppling Power HRG marketing information.
I had absolutely no contact of any kind with Power after the March 8, 2024 assessment of the windows and doors. At that time Power HRG agreed to either replace the defective Patio Door with the same product or give me almost $5000 toward a patio door of my choosing. They also recognized my option to have the sagged bay window removed and reinstalled. It was also on the occasion of this assessment that I learned of the initial fraud or misrepresentation of the quality of the Power products.
Around April 25, I called Power HRG to insist that they contact the legal firm I had hired to represent me. Up to this point, they refused to reply to repeated attempts at contact by my lawyer. On my call to Power, I spoke to a "Rob" who was just back in the office and who was clearly not the "Rob" I had spoken to many times. He was newly returned to the office and asked to be brought up to speed on my complaint. After a brief explanation, this *** said that something must be wrong. He had the technical specifications for my windows and they were "Energy Star" certified certified as far north as ******. This leads me to believe that the fraud perpetrated in the sale of these Pella products was company wide and instituted to defraud any Power HRG's customer who requested "Energy Star" Certification. In addition, the windows described on the initial product specifications document I provided the BBB, was not available through Power HRG. Power only supplies "Pella Symphony" which does not approach the quality of an "Entry Star" compliant window in the central or northern US. Pella supplies this window only to Power HRG, as it is at very best estimate defective and in reality "garbage."

Regards,

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

Business Response
Date: 06/25/2024
Good morning,
Power's legal counsel has a meeting scheduled with your representation in order to straighten out the misunderstand regarding Power's contract and the windows that Power sold and installed for you. Unfortunately, due the legal nature of the complaint, which was recourse of your choosing as it is within your right, Power will not be able to comment further with respect to this complaint other than that your accusations of willful and widespread fraud on the part of Power Home Remodeling are misinformed and entirely false.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 06/27/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21850275

I am rejecting this response because:

Power only installs the Pella Symphony line of windows and patio doors. According to the ***** these windows are only suitable for installation in the Southern zone of the U.S. There are hundreds, if not thousands, of unsuitable installations of these products by Power HRG in the Central and Northern Zones.
The Pella Symphony is the cheapest line of window and door that ***** makes and the Pella distributor in ******, ** told me that it is only made for Power.
Power contractors appear to be instructed to remove the certification stickers from the Pella Symphony products, as this was done at my home. The **** certification sticker on each window and door is only at the point in the installation at which the purchaser has access to the information that is at the heart of this legal matter.
Every job performed under the above conditions in the Central and Northern Zones of the U.S. that does not include a waiver of the unsuitability of these products is fraudulent. Power could never sell these products as: The cheapest window that Pella makes.
Customers are only told that the Pella Symphony is only option that Power offers. This is true even after Power recognized that the Patio Door failed twice at my home. Power absolutely refused to consider a climate suitable option to replace the patio door and would only pay their cost to remediate a door they admitted was defective.
As a former contractor, the pattern is clear to me. Power accepts no responsibility for the quality of the product or the quality of the installation. Every aspect of Powers sale to the consumer is sub-contracted at the lowest possible cost to Power. Power requires their sub-contractors to bear the burden of the guarantee offered. Thus, Power jumped to require the window installation sub-contractor to re-install the sagging bay window. They require Pella bear the full cost to replace the twice-failed failed patio door.
I was given a document certifying that Power installs Energy star Certified products. Unless someone can suggest that I created this document as an intentional fraud to avoid paying Power, it is a document that is objectively fraudulent. Power does not install the products specified on the document.
The only point at which Power mentioned the balance of the contract was in response to my lawyer's request for a partial refund.
Power is objectively and fully complicit in defrauding any customer in the Central and Northern Zones of the U.S. in which the "Pella Symphony" products are installed.

Regards,

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

Customer Answer
Date: 06/27/2024
I responded yesterday that I did not accept their reasoning.
Power HRG only supplies, one window, the Pella Symphony. ***** describes this window as only appropriate in the southern states because it has poor thermal qualities. The window I was sold was indicated as energy star certified up to *******
How is it possible that you have closed this case?
Customer Answer
Date: 06/28/2024
I have had to hire a lawyer because the company has stopped all communications with me.
Please explain why youre stopping the inquiry as nothing has been settled.
Not only do I have proof of their fraud, but this affects thousands of installations across the country in which windows designed for southern exposure are installed in the north as energy star compliant.
Customer Answer
Date: 07/01/2024
I have not heard from the BBB.
It cannot be possible that you have accepted the replies from Power HRG that are clearly lies. Power is installing windows and doors-The "Pella Symphony" line of products-all over the ************** These are clearly designated by the manufacturer as suitable for only the Southern United States. You have the **** certification stickers from this line of window. Have you contacted *****?
On what grounds could you have possibly considered this complaint as closed?

**************************
Business Response
Date: 07/11/2024
Good morning,
The windows contracted for are the windows that were installed in your home. Power partners with several different window manufacturers offers different lines of windows from different manufacturers in different major metropolitan areas that Power serves. Some or all of these **** stickers are available on Powers website and all are available through the **** itself. Because they are different window lines with different window manufacturers they are all rated slightly different from the **** so the stickers accompanying them may differ as well.
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: 21850275

I am rejecting this response because: First, Power correctly indicates that the windows they contracted (Dec. 5, 2023) to install in my home were "Pella Symphony." I contend that they fraudulent misrepresented the thermal efficiency of the "Pella Symphony" line of products.
My only reason for contracting for this work was energy efficiency, before I would sign, I was given what I have referred to as "Addendum E" as certification that these products were "Energy Star" certified. This document is the only efficiency description of the windows Power HRG would install from the moment I signed on Dec. 5, 2023, until four months later on March 8, 2024. It was on March 8 that a *********************************** (a Power HRG contractor brought to inspect the project) pointed out that the window certifications on the windows installed did not match the certification that had been the sole descriptor of the "Pella Symphony." In the prior months of extensive communication about the failure of these windows and doors to meet the "Energy Star" certification, "Addendum E" Power HRG only referenced this document.
Addendum E does not specify "Pella Symphony." I could not know that this technical data sheet that indicated "POWER HOME REMODELING", "SL2700" and a description of the same window as the "Pella Symphony" did not refer to "Pella Symphony" because the signatory to my contract, Mr. *********************** presented "Addendum E" as proof that the windows to be installed would be "Energy Star" compliant. Weeks after the March 8 revelations, this same technical data sheet was referred to by another Power employee (***) at the ** office as proof that my windows were "Energy Star" compliant. When I confronted ****************** about this original, now recognizably fraudulent document in a text with photos of the actual NFRC documents taken from the installed windows and doors, ****************** responded in a text: "Yes, it looks like you are correct. Judging by those stickers" [sic]. If I have not already sent that textual string, I can send it.
Power HRG repeatedly used this fraudulent document to convince me that the windows I would purchase and had purchased were "Energy Star" compliant. It appears that both "Rob" and ****************** were unaware of the fraud. It would further appear that the source of the fraud is Power HRG marketing or the executive suite. "Addendum E" is completely believable to sales personnel as it was to me.
I suspect that less than 1% of Power HRG's customers have the technical acumen that I brought to this contract. I was in the business of home repair and remodeling for almost 40 years. Perhaps it is my age that allowed me to be so thoroughly duped in this transaction. I can only hope that ****************** was as duped as I was.
I have contracted to have these windows and doors removed and replaced with "Energy Star" compliant products. This work is scheduled to begin on or about July 23, 2024. It will cost me $40,000 and weeks of disruption at my home.

Regards,

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

Customer Answer
Date: 07/16/2024
As of March 8, 2024, Power HRG claimed only one supplier of windows and patio doors and a second supplier for entry doors. Power offered to replace the defective Patio door for the second time with exactly the same product that Pella specifies for the ************* Power had replaced the sliding portion of the door, but it was still defective as per their contractor, ********************. At that time, I was assured that was the only product Power supplied.
All agreements that I made with Power were signed by the same signatory of the. original contract.
I visited the Power website to evaluate the Power reply to the BBB. I could find no window specifications or alternative products on the site.
Business Response
Date: 07/17/2024
Good morning,
Powers website utilizes geo-targeting, which displays the pertinent information based on a users physical geographic location. Power is partnered with multiple manufacturers and suppliers that serve different Power offices across the country, however your view of Powers website *** only show the manufacturers that Power sells and installs in your area.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 07/18/2024
The website in my area indicated no particular product nor any standards for the products to be installed.
This appears to be exactly the problem. The only windows of eligible in my area were only suitable for installation south of ********.
The data I was given at contract, describing the windows and doors indicated they were not only suitable as far north as ******, but they were also energy star certified.
Please stop the nonsensical replies and validate your information. The only description I received of the windows and doors to be installed in my home was the **** SPECIFICATION SHEET THAT I HAVE SUBMITTED MULTIPLE TIMES AND THAT YOUR SALESMAN HAS RECOGNIZED AS SUCH.
AS OF THIS WRITING, HABITAT FOR HUMANITY HAS REFUSED THESE WINDOWS AS BEING INADEQUATE FOR INSTALLATION ON ***********. I ATTEMPTED TO DONATE THEM.
***********************
Customer Answer
Date: 07/29/2024
I have responded to every communication from the BBB upon receipt.
You do not seem to appreciate the significance of this complaint. There is no information on the Power HRG website. Please check it out. The only information about the "Pella Symphony" windows and doors that Power installed in my home came from the fraudulent document produced at the time of contract. It was presented as descriptive of the windows and doors that I would receive, but this document described a product that Power did not offer.
Power will continue to install windows in the Central and Northern Zones that are designed for the Southern zone, if you do not make them deal honestly with their customers. They will continue to reap exorbitant profits. This is not only a breach of faith and a deceptive practice. In addition, customers who wish to improve the thermal property of their homes are being sold windows that *** do some thing to reduce air conditioning (even this is doubtful), but that have little value in retaining the heat in Central and Northern homes. This is a waste of energy when everyone should be doing what they can to conserve energy.
I have continually striven to reduce my carbon footprint for the benefit of future generations. At 79 and 78 years old, my wife and I could never recoup $130,000 we were originally willing to invest in this project with Power HRG. Since 2002, we have produced all of the electricity that our home uses from solar panels. These panels also produce 90% of the energy to power our cars. Solar power heats my hot water. My home is zoned to heat and cool only in the area my wife and I are inhabiting. I have stripped three sides of my home and insulated above the then established code. ****************** was fully apprised of our intentions when we engaged Power HRG, and he provided the Power HRG documentation I have submitted to you.
I do not get an acknowledgement of my responses to the BBB, no am I informed that you have not received a response. Please do not stop pursuing Power HRG until they pledge to end these deceptive practices.
***********************
Initial Complaint
Date:06/12/2024
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.
June 14, 2018 (13 replacement windows) installed in our home. Installers were professional.There were defects in quite a few window panes. The company acknowledged that there was a problem and sent a rep ****** later to evaluate. He confirmed the defects and ordered new windows, which took over a year to install. Windows were finally replaced/ installed in November of 2023. In the meanwhile, the same defect started popping up on other windows. Now, multiple windows cannot lock / defective clasps. I called on June 1, 2024. They cannot come to look or evaluate until October 5, of 2024 - 4 Mos. Then they will order new locks or a repair man who will come ****** later. Meanwhile, my windows on the main floor do no lock - no security. The windows are guaranteed for life, while my life is not protected. I want a rebate for all and I will order windows from another company. I do NOT want these windows or deal with this company any more
Business Response
Date: 06/14/2024
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 *************************** is aware of the concerns with the replacement windows installed in your home and a service appointment has been scheduled to resolve those concerns on the earliest available date and time. If an earlier date and time become available, a Power representative will be in touch with you to make alternative arrangement. No refund or discount of the original project price will be provided as the windows are being serviced in accordance with the terms of the warranty provided.
We look forward to having the concerns with the windows resolved for you as soon as possible.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 06/19/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21841495

I am rejecting this response because:
I have had too many problems with the windows to give them the opportunity to come up with defects in the future again. I want the windows pulled out and I will put Windows in with a new company
Each time I wait close to a year for them to even come and have a representative look at the problem Then and only then do they set a date to rectify the problem, which is another six months to a year
I am sorry I ever went with this company. I paid them immediately, I never complained about the price, but I expected good quality for my payment.
I have given Power Windows enough time to prove themselves to me and they have failed. I want my money back Once I know that this has been settled, I will arrange for another company to replace my windows and then Power Windows can have their wonderful Windows back

Regards,

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

Business Response
Date: 06/27/2024
Good morning,
At this time your service is still scheduled for the earliest available date and time. ************ will be to perform the necessary repairs to the windows, Power will not be removing the windows from the home.
If you wish to have another company install replacement windows for you that is your prerogative. Power will not play a role in the process of replacing the existing windows in your home.
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: 21841495

I am rejecting this response because:
It is one problem after another with the windows and the repair process takes months and months before they get here and after they are repaired, there are other problems That pop up
Regards,

*********************
Initial Complaint
Date:06/12/2024
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 purchased windows from Power Home Remodeling Group and am extremely dissatisfied with the product received. The windows do not match the specifications or quality outlined in the product description, nor are they worth the price paid.Almost all of the 23 windows have developed seal failures, and an additional window had to be reordered due to exceptionally poor manufacturing quality. The delay between contacting the warranty department and receiving replacements is excessive, currently upwards of a year. Although the warranty is being honored, it is not being honored in a timely fashion.Furthermore, I no longer have matching windows or hardware. I currently have three different colored window seals, often within the same frame, and the locks are also different styles. This is not what I purchased and is unacceptable as a replacement.Therefore, please replace the mismatched windows you have installed and replace the unmatched hardware sets as well.
Business Response
Date: 06/14/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Power Installation Managers were on-site on 5/14/2024 to replace four defective window sashes with new ones. At that time, three additional window sashes were found to be defective and they too have been placed on order. On 6/11/2024 you called Power's Customer Support to report a fourth replacement window sashes that was needed, which has also been placed on order. Unfortunately, the original window manufacturer for your project is no longer in business and replacement window parts, especially replacement manufactured parts, are no longer available. Power has been able to source replacement hardware and replacement window sashes that Power has continued to provide to you at no expense to you despite your product warranty having lapsed when the manufacturer went out of business. Because these replacements come from a different manufacturer, there are different manufacturing lead times and delivery schedules which can, at times, cause delays in providing the replacement window sashes to our customers.
We look forward to having the remaining replacement window sashes installed for you as soon as possible.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 06/21/2024
[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: 21839359

I am rejecting this response because:
I appreciate Power Home Remodeling Groups response to my complaint. However, the issues I have experienced remain unresolved, and their response does not address the core problems adequately.

1.Mismatch in Quality and Aesthetic: The substitutions provided are not of like kind and design as per the warranty terms. The mismatched colors (white, dark gray, and aluminum) and different styles of locking hardware severely affect the uniformity and aesthetic appeal of my home. This discrepancy is unacceptable and does not reflect the quality, strength, and beauty that was advertised.
2.Extended Delays: While I understand the original manufacturer may no longer in business, the excessive delays (upwards of a year) in receiving replacements are unreasonable. Efficient management of supply chain issues is a fundamental aspect of customer service, especially under warranty claims.
3.Warranty Terms: The companys assertion that the warranty has lapsed due to the manufacturer going out of business contradicts the lifetime warranty that was guaranteed in writing. This warranty should be honored with timely and appropriate replacements, regardless of the original manufacturers status.

Desired Resolution

I request the following actions to resolve these issues satisfactorily:

1.Matching Replacements: Provide replacement window sashes and hardware that match the original specifications and aesthetics, ensuring uniformity in color and design across all windows.
2.Expedited Service: Expedite the delivery and installation of the pending replacement windows to resolve this matter promptly.
3.Clear Communication: Establish a direct line of communication with a dedicated representative to manage my case, ensuring timely updates and resolutions to any further issues.

The current state of my windows does not reflect the quality or the service that was promised.
Regards,

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

Business Response
Date: 06/27/2024
Good morning,
The difference in aesthetics that you refer to is with the spacer system, which is confined to the non-visible space in between the panes of the glass of each window sash. This is the non-visible space because when viewing from the inside or outside, through the window, the spacer is not visible. The spacer systems are similar in quality and design and constitute a "closest match" for what is available. The sashes installed in the home will not be removed and replaced so that matching spacer systems exist in every window. The delays in manufacturing are outside of Power's control, as Power does not manufacturer any of the windows, siding, or roofing materials that Power sells and installs. Power is partnered with several manufacturing partners, none of whom are the original window manufacturer for your window, and they all have different manufacturing processes and lead times and Power is beholden to those lead times. ********** product is manufactured and delivered, Power provides it. The lifetime warranty offered through the original window manufacturer becomes void when that manufacturer upholding the warranty ceases to exist. Despite that, Power is covering the full cost of both the replacement window sashes and the labor to replace them anyway. This would seem to be what you are requesting, so that is being provided even though Power is under no obligation to do so.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 07/03/2024
[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: 21839359

I am rejecting this response because:

While it's stated that the spacer system is in the non-visible space between the panes of glass, this isn't entirely accurate. The spacers are visible and significantly affect the aesthetics, especially when viewed at certain angles or under specific lighting conditions. This visibility is not merely theoretical; attached photos demonstrate the clear difference in appearance. The claim that the spacers are "similar in quality and design" does not hold up to scrutiny when the actual visual impact is considered.

Additionally, the unmatched hardware issue remains unaddressed. The hardware's appearance and compatibility are crucial to maintaining the overall aesthetic and functional integrity of the windows. Mismatched hardware can lead to an inconsistent look and potential operational issues, further detracting from the windows' uniformity and quality.

Regarding the manufacturing delays, while it's understandable that Power does not control the production schedules of its partners, this does not absolve Power of the responsibility to communicate effectively and manage customer expectations. It would have been beneficial to provide more transparent timelines and explore alternative solutions sooner to mitigate these delays.

Moreover, Northeastern Building Products, the original manufacturer of the SL2700 windows, is still in business and continues to honor the lifetime warranty. This contradicts the assertion that the original warranty is void because the manufacturer no longer exists. It would have been more appropriate to source the replacement sashes from Northeastern to ensure a perfect match and maintain the original warranty's validity.

While it's appreciated that Power is covering the cost of replacement sashes and labor, this gesture does not fully address the core issues of aesthetic mismatch and hardware inconsistency. A more satisfactory resolution would involve sourcing the correct parts from Northeastern Building Products to ensure full compatibility and uphold the original warranty terms.

In conclusion, the provided solution falls short of addressing the visual discrepancies and the unmatched hardware problem. Ensuring that replacement parts match the originals in both form and function is crucial for maintaining the home's aesthetic and operational integrity.

Regards,

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

Business Response
Date: 07/15/2024
Good morning,
While Northeast Building Products continues to operate as a business, Northeast outsources most of it's manufacturing and does not make or sell the line of windows or replacement parts for the line of windows that are installed in your home. The replacement sashes provided to you were not manufactured by anyone as a warranty replacement and were not made at no cost as a warranty part would normally be.
The defective window sashes were replaced with suitable replacement window sashes and they will not be replaced again unless they should fail.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Initial Complaint
Date:06/11/2024
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.
We had Power Home Remodeling replace our old siding. The cost seemed pretty expensive, but we were telling the salesman that the sunroom was needing a new roof, and the rafters were warped as the roof was holding a lot of water, we had a tarp on it. He assured us it would be no problem. If for any reason they could not fix the problem, then they would not go any further....so we agreed to do it. I wanted to wait and fix the sunroom first, but the price if we waited, would be much higher. After thinking about it we cancelled it twice, but the salesman convinced us that it would all be taken care of, so we agreed. They sent an inspector to assess the issue and he agreed it was not a problem, he was going to allow extra wood to fix the sunroom, we have 3 dormers on the second floor, after doing some of the project they stopped and would not finish unless we had the sunroom fixed and our solar panels removed from the house. They insisted that we sign off on the project, but we won't because the project was not completed. We offered them ****** dollars for the work they had done or ****** if they left the materials. They offered to drop the price to ****** and I would have to buy more material to finish after I fixed the sunroom and solar panels removed .I don't want them back and still feel as if I made an amicable attempt at a settlement.
Business Response
Date: 06/14/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Powers local installation office in ********* has been in contact with you in regard to the pre-existing condition of the home preventing Power from completing the installation as contracted. Options were presented to either a) delay the remainder of the installation so that you could have the home repaired to a condition that was suitable for the project to be completed or b) Power would reduce the project price by the amount of work that was not completed so that you may have the house repaired and the renovation completed on your own time. You chose to have the project discounted and the installation left as-is, which resulted in a reduction in the project price of $9,586.66 for the work not performed. Power ultimately discounted the project $11,699.91, roughly an additional $2,000 for the inconvenience, and will not be discounting the project any further. The pre-existing condition of the home is your responsibility as the homeowner and the expense to have those repairs made is immaterial to the agreement between you and Power. Power has fairly and justly reduced the project price the appropriate amount of the amount of work that was not performed and considers the price of the project final.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com

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