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

  7701 Metropolis Dr Bldg 12 Austin, TX 78744-3125

  
• 

  Power Home Remodeling Group, LLC

  41370 Bridge Street Novi, MI 48375

  
• 

  Power Home Remodeling Group, LLC

  2500 W Bradley Pl Ste G Chicago, IL 60618-4720

  
• 

  Power Home Remodeling

  1637 NW 136th Ave Ste 100 Bldg G Fort Lauderdale, FL 33323-2881

  

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:05/06/2024

  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 Project Number 36-72685 3 New Doors 1)DUAL PRICING $21,081.86 on 07/07/2023 as per adjusted contract vs $19,053.25 as per voice mail on 08/03/2023 confirming installation date/time with cash amount due upon completion.2)MEASUREMENT MISHAP On 06/29/2023 initial measurements made with 71.0 width for 2 of 3 doors. On 07/07/2023 2nd measurements made with an INCRERASE to 72.0 width for the same 2 doors. After all doors had been removed on installation day; the sub-contractor found that the doors that were measured twice and adjusted were TOO WIDE. Since the removed doors were in no shape to be reinstalled; the subcontractor had to modify the existing opening to handle the incorrect doors. This resulted in an unfinished interior due to the modification required. Had a 3rd measurement been done; 2 new doors would have been required.On 08/04/2023 (Installation Day); both subcontractor and a POWER - ***************** person documented/witnessed the errors. 3)MISLEADING INFORMATION After being informed that POWER has their own ****************** to handle loans; an email was received on 08/09/2023 from STREAM Financial detailing a loan was secured on my behalf with a 3rd party lender (never mentioned). The term of 10 years that was discussed was now 11 years. An information package was subsequently received from the lender with options not consistent with that finalized with POWER and/or STREAM. Upon calling the 3rd party lender; I was informed any/all discussions must go through STREAM.4)MARKETING PROGRAMS A signed document dated 06/29/2023 states Discounts in exchange for a CUSTOMER SURVEY and ON-LINE PHOTO REFERENCE. Between an honest review and not a Picture Perfect end result; no discount has been received. Based on the multiple issues noted above & no follow-up to date a reasonable Discount adjustment/settlement vs the cost of manufacturing 2 CORRECT replacement doors seems fair.Sincerely Stay Well Stay Safe

  

  Business Response

  Date: 05/23/2024

  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 is a dealer installer of various exterior home remodeling products.  Power is not a lender.  Power has a finance department that assists with loan applications and helps facilitate loan approvals with lender partners, however Power does not lend directly to anyone.  A copy of the signed credit application that you completed and submitted to Power which outlines this is attached.  *** original project price of $21,891.18 was reduced at your pre-installation inspection to $21,081.86 after an entry door was changed to a standard size.  *** project price was never any other price and the signed sales agreement reflecting the original price and the signed agreement amendment reflecting the price change is also attached.

  *** entry door installation was performed as intended and all three entry doors function as they should.  A copy of the signed completion certificate that you provided Power indicating that you were satisfied with the project installation has been attached as well.  You have not contacted Power in any way to indicate otherwise since the installation took place on 8/4/2023.  *** marketing programs you described are to provide discounts to the project in exchange for feedback or marketing materials that Power may use in the future at it's own discretion and the discount in price is factored into the sales price on the front end and is reflected in the pricing on the aforementioned attached documents.  It is not a discount that is provided after installation.

  For all of these reasons, no further discount or any kind of reimbursement would be appropriate and none will be provided.
  

  Thank you,

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

  Customer Answer

  Date: 05/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21671089
  
  I am rejecting this response because:
  
  1)Had POWER been totally transparent that loan assistance means multiple layers between us (POWER/Stream Financial/American Heritage C.U./me) prior to signing the loan application I would not have elected financing.
  
  2) Total disregard as to the voice mail message stating pending balance of $19,053.25 due upon completion  
  
  3) The INTENDED door installations were to be: a) Removal of existing doors and b) installation of 1 regular and 2 CUSTOM doors (ADDITIONAL COST).  Since the CUSTOM doors required unintended modification to the existing door openings there wasnt any reason to pay extra!! 
  
  4) The feeling at project completion was more a SIGH OF RELIEF the enlarged openings were filled instead of Satisfied. 
  
  5) A call, text and pictures occurred on Aug 10, 2024 (see attachments). 
  
  6) Since no details of the contract pricing was discussed, nor provided it was not transparent the Marketing Programs amounts are included.  For those reason, a discount or any reimbursement seems appropriate and should be provided.
  
  
  Regards,- Stay Well - Stay Safe
  
  *********************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/04/2024

  Good morning,

  No discount or reimbursement of any amount of the original project price will be provided.  Documentation outlining the financing, project pricing and associated marketing programs have been provided and all applicable discounts were provided.  Replacement entry doors were manufactured, furnished and installed in the home as contracted and Power has not been made aware of any outstanding concerns related to their performance or operation.

  If you need any further assistance in the future with the operation of your new entry doors, please do not hesitate to give Power's *************************** a call at the phone number below and a associate will be happy to assist you.

  Thank you,

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

• Initial Complaint

  Date:05/03/2024

  Type:Product 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 2/5/24, their siding workers flooded the basement while working on the house. This caused damage to my house and my personal property. I was told at the time they could cover any liability for the damage. I filed with my insurance company, but they have refused to respond since then to provide answers to my insurance company or cover the damages. The issues are being sent to collections, which also costs money. They need to cover the damages they incurred.

  

  Business Response

  Date: 05/23/2024

  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 is in receipt of the insurance adjusters report and associated photos of the damage caused at the home during the siding installation.  ************* adjusters report does not outline what repairs are necessary, nor does it outline any associated costs.  At the time of the installation, when Power was first made aware of the issue, you were advised to have the necessary repairs completed and Power agreed to reimburse you for that expense.  Since that time, Power has received no indication that the repair work was performed and paid receipts for this work have not been provided.  Both are necessary for Power to reimburse you for the expense.  Neither Power nor Powers liability insurance provider have received any contact from your homeowners insurance provider with regard to the damages at the home.

  Thank you,

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

• Initial Complaint

  Date:05/01/2024

  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.

  2016 had siding installed and the house was leaking water from all sides each time they came out to fix the problem and the water would find another way in i have a two family house and the water came in to the second floor to the ceiling of the first floor needed a bucket to catch the water video it called again and they came out in December 9 took the siding off the second floor window and fix the leak however the water damage needed to be fixed and it cost me ******** i sent the receipt in and keep calling no resolution I havent heard from the legal department at all they are supposed to carry insurance for this issue but I am not getting anywhere

  

  Business Response

  Date: 05/13/2024

  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 for the duration of the time it took to resolve the leak concerns at your home as well as the time since then with regard to the interior repairs to the home.  Power received a subrogation notice from USAA, your homeowners insurance provider, with respect to the loss at the home and both Power's liability insurance provider and Power's ********************* insurance provider are working with USAA to resolve the claim.  Unfortunately, Power can not advance that process any faster as it is being handled solely by 3rd party insurance companies and the subrogation request from USAA would indicate that you are recovering the expense you incurred through your insurance provider.  If that is the case then Power would not reimburse you for the cost of the repairs as well, as that would effectively be reimbursing you twice for the same thing.

  Thank you,

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

  Customer Answer

  Date: 05/14/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21652384
  
  I am rejecting this response because:THIS IS A SEPARATE CLAIM AS THE SIDING KEPT LEAKING IN DIFFERENT PLACES I WAS OUT OF POCKET THIS EXPENSES SEE RECEIPTS THIS WAS DAMAGE TO THE LIVING ROOM AND STAIRCASE CEILING AND ALL LIGHT FIXTURES SHORTED OUT DUE TO THE WATER ENTERING THE ROOM IN SEPTEMBER 2023
  SEE THE RECEIPT FOR 7,000.00 
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/04/2024

  Good morning,

  The subrogation request received from your homeowners insurance provider as well as the receipt for the out of pocket expenses that you provided are being reviewed by Powers legal department and you will be notified when there is an update on how both of these items will be handled.

  Thank you,

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

   

  Customer Answer

  Date: 06/05/2024

  [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: 21652384
  
  I am rejecting this response because: its not hard to reimburse the out of pocket costs i am not asking for the water damage to the first floor ceiling and lights i am trying to be fair i sent you the receipt of my bill 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/01/2024

  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.

  The date of the request was 11/14/22. Due to Covid the replacement would take months. On 6/30/23, 10/11/23 calls were made to determine the status of the replacement windows. We were told that they were still waiting for the replacements. On 11/28/23 -- called again. We were told that we would get a call in February 2024 to schedule a Spring 2024 install.We received a called as promised and a date of April 25,2024 was given to us for the install. However, they were a 'no show'. I called after 4 pm on the 25th and was told that the windows were not on the truck and should be on the Friday truck delivery (4/26/24) and install would take place on Monday 4/29/24. I received a call on Monday morning 7:46 am from **** to say that the installation would take place in a few months. This is totally unacceptable! I called the company to inquire as to how my delivery went from on the truck to now it won't be done until late summer?I have been given excuses for over a year, This is not how a business should operate. I will never recommend this company.

  

  Business Response

  Date: 05/13/2024

  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 order for the replacement window sashes for your home that was placed with your window manufacturer by Power on your behalf has not been completed as originally scheduled and should be delivered to Power's local installation office in June.  A Power representative will be in contact with you to schedule a service to install the replacement sashes in your home.

  Thank you,

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

  Customer Answer

  Date: 05/14/2024

  [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:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had new windows installed on Thursday April 25th. After ripping out the old windows an installing 1 window they told me there were NO screens. I told them that's an issue. Nobody spoke hardly any English but finally they told me it would be that day or the next. They finished the job and wanted to get paid. I said what about the screens? They said the guy that did the final inspection (from Power) would bring them on Sunday. Well like a fool I believed them and went ahead and paid for an INCOMPLETE job. Sunday the inspector showed up and knew nothing about the screens. Just got a phone call from them and they said the earliest they can bring screens is a week from Tuesday. Unacceptable!!!! I paid for a complete job I expect a complete job.. DON'T PAY THEM UNTIL THE *** IS DONE. Very unprofessional. To add insult to injury they broke the fountain in the front yard and didn't say a word. When they were notified of this they didn't offer any compensation!

  

  Business Response

  Date: 05/01/2024

  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.

  A Power Installation Manager was on-site on Tuesday 4/30 and installed the missing screens into each window.  Additionally, Power's Installation Manager installed 7 missing fasteners in the spare room living room windows and removed a sash and the track in the spare room window for you to take photos showing the fasteners in the sill as requested by the inspector.  The final inspection is scheduled for today, Wednesday 5/1.

  Thank you,

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

• Initial Complaint

  Date:04/24/2024

  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.

  Representative for windows promised items such as "screen and glass replacement at no charge" should anything occur to the item. Representative did not provide warranty or access to warranty till after the contract retraction period. When the windows were installed damages to the walls and outside of the house occurred. Below I have added a screen shot where the warranty was not added till April 19th (contract was signed March 20th). We were also advised to only use the Project pulse application as that was the "only way to access your documents" such as the warranty.

  

  Business Response

  Date: 04/25/2024

  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 Powers labor warranty and any associated material warranties provided through the manufacturer are presented during the sales presentation prior to any contractual agreement being drawn up or signed.  Furthermore, all of the warranty materials relevant to the work Power performs nationwide is always available on Power's website, a link to which is below.  A copy of the windows cover letter you reference in the original complaint has been attached to this response and as you can see, it is not a copy of the warranty, however it does provide instructions on how you may activate your warranty coverage when the project is completed.  A Power representative spoke with you on 4/22/2024 with regard to the warranty coverage as well as the damage that occurred during the window installation, however when assistance with making repairs to said damage were offered you refused.  If you now wish to  schedule an appointment for a Power Installation Manager to return to the home to make any corrections to the window installation, 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: 04/28/2024

  [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: 21622622
  
  I am rejecting this response because:There needs to be some type of accountability and action on part of your company for the false advertisement AND lies on behalf your YOUR employee. And no, not all warranty documents were shown or explained as I wholeheartedly believe was purposeful. We were NOT made fully aware of all warranties. Yes I did reject the help as if they could not caulk the product properly the first time, what makes ME the homeowner confident that they could patch up what they did wrong the first time. I still have no response from you on how you are going to attempt to fix or compensate for the damage done to my walls or outdoor window shutter.
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/29/2024

  Good morning,

  Power will not compensate or reimburse for the damages to the walls as a result of the window installation performed at your home.  Power has offered to make those repairs for you, however you have declined service from Power.  If you wish to have the damages repaired, please contact 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:04/24/2024

  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.

  This company did my siding, gutter and door installation project in my home last December 2023. While project was active they finished the siding job in my house over the weekend we had strong wind and rain my house had a leak in my dining room ceiling. Reported this to Power HRG they went after a week to check, they claimed that nothing was done wrong on their work and blamed that my roof had a problem. I seek my home insurance and filed a claim for the damage I incurred in my house. The insurance company did some inspection (exterior and interior) and claimed that there was no problem in my roof. The insurance quoted an estimate on the damage I had inside my house. I contacted a contractor that was referred by a friend to fix the issue. They tried to inspect and find where the water is coming from and opened my ceiling where the leak was but was unable to find a source which halted the process of the repair as they need to find the source of the leak. The contractor advised to seek help from another roofing/siding company to find the source of the leak. This roofing company found out that the flushing cap on the window in my dormer above the area where the leak was was not properly sealed which caused water to come in. The wood inside was soaked in water and is rotting. They took pictures and advised to send to Power as it ahould have a warranty. Sent pictures to Power last Monday as advised by warranty via e mail and told me that they will give me a call back once they receive it. Followed up today as I never heard back from them and warranty informed me that the earliest time they can come to fix is on July 2 Tuesday. This is unacceptable, Ive been dealing with this issue with them since December and I continously having this leak and repairs inside my house was not done because the problem needs to be fixed by Power. This has to be dealt immediately as it is causing more damage in my house.

  

  Business Response

  Date: 04/25/2024

  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 *************************** has received the photos you provided with respect to the capping around the windows that your roofer has indicated is the source of the leak you are experiencing at the home.  Present in the photos is a very clear caulk bead along the capping where it meets the window frame, indicating that it was in fact sealed when installed.  That capping is now bent, and that bead of caulk broken, neither of which is covered by Power's labor warranty or the material warranty provided through the manufacturer of the materials used on your home.  With that said, Power representatives are reviewing the options to assist you in rectifying the damage and a representative will be in contact with you to review those options as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 04/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21621795
  
  I am rejecting this response because: when the roofing company did the inspection they saw that the caulking is not properly sealed and that there was an opening on the area where the caulking was applied. There was no bent on the flushing. The roofing inspector had to check inside of the flushing to verify where the water is coming in that is why they have to pry it open and found the wood inside is wet and wood already soft. They also stated that it was not properly sealed because they also noted that the old caulking was not completely cleaned and removed and the new caulking was applied on top of the old caulking. The project was completed in December, those windows were not opened during that time and was completely closed the whole winter. And nobody will even have any access to the area. The roofing company further explained that if the flushing is not properly sealed and if they did not use a good quality caulking it can leave an opening /crack where water can get in. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/17/2024

  Good morning,

  Unfortunately, Power was not able to review the concerns on-site prior to a 3rd party compromising Powers installation and therefore Power can not verify whether or not the capping or caulking was originally the source of the leak you are experiencing.  Now that a 3rd party has pried open the capping and broken the caulk bead between the capping and windows it is obvious that this may cause a leak, however as your complaint states this was not the original state that Powers work was found in.  The caulk bead is not covered under either of the warranties provided with your project, nor is the actions of a 3rd party to alter any of Powers work.  Unfortunately Power will not be able to assist you any further in this matter.

  Thank you,

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

  Customer Answer

  Date: 06/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21621795
  
  I am rejecting this response because:

  Ive had numerous request from PHRG to come and look at the leak issue and nobody even bothered to come and inspect the complaint issue Im having since last December. Despite my request to send another person to look at the issue,  they sent the same person who installed the sidings. He came when its already dark  to inspect and did not find anything wrong with his job, but still did not find any resolution to the issue. He blamed that my roof was the problem but can not specifically tell me which part of my roof was a problem. As I continuously having leaks in my house every time it rains I have to consult a contractor to fix my ceiling and was advised to have a roofing company inspect and figure out where the water is coming from. If Power HRG  is saying that it was a 3rd party who caused the damaged and leak it was totally wrong. Ive been having this issue since December exactly the day after they completed the sidings project. It took me 4 months of waiting for someone to find out the source of the problem which Power failed to assist or help me . I took the matter on my own as I constantly have water leaking on my ceiling and unable to get my ceiling fixed because we need to find the source of the issue. The purpose of me getting a third party was to inspect and find the source of the leak which was fullfilled. It was not for the purpose of causing more damage as what Power claimed. The issue was it was not sealed / caulked properly which left an opening for water to get in. I communicated this findings to them but still did not send someone to personally look at it but instead told me that the picture alone was enough for them to conclude that the damaged was caused by the third party with them prying it open and caused damage. And claiming that it was not covered by warranty. The leak happened in December and the discovery of the source of leak happened in April 20 to be exact. If you are saying that prying it open caused the leak was totally WRONG. Making a conclusion based on picture and accusing a customer that the damage is caused by a third party is not a fair resolution to the issue. Which added up to a customer like me the frustrations caused by this project. When I signed up for this project they promised me that once the work was completed that the project manager will inspect the work completed but no inspection whatsoever was done. Power constantly to a point of harassing me to sign the paperwork that I am satisfied with the work which I was hesitant to sign as I had this issue. They even sent another person to my house to convince me to sign but unable to send someone to inspect the work they did. 

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

  
  

• Initial Complaint

  Date:04/24/2024

  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 have a leak in my roof that should be covered under a labor warranty. I have contacted the company multiple times, sending photos. The company will not send service personnel to my home in a timely manner, contributing to loss rental income and further damage to the home. They maintain they can only add me to an active leak list and try to fit me in sooner. I called in early April, and they scheduled next available service the last week of June. This is not providing a warranty service that serves any practical purpose.Further, I was told that if I have anyone else work on the roof, it will void my warranty. Multiple times that there is nothing they can do but wait.

  

  Business Response

  Date: 04/25/2024

  Good morning,

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

  Powers local installation office in ****** is aware of the concerns with the roofing project completed at your home and you are currently scheduled for a service appointment on the earliest available date and time.  Should an earlier appointment become available, or Powers local installation office is able to accommodate your service request sooner, a Power representative will be in contact with you to make alternative arrangements.

  Thank you,

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

  Customer Answer

  Date: 04/26/2024

  [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: 21620424
  
  I am rejecting this response because:

  This response reflects no change from the current situation that warranted the complaint. The warranty service being provided is useless if it is so delayed that waiting to use it would cause further damage to my property and substantial loss of income. If you have the resources to serve new business, then you have 1 hour to repair what wasn't done correctly in the first place. It is not acceptable to expect someone with an active roof leak to wait two months for an assessment, let alone a repair. Further, I've waited 10+ days on a "leak list" that is supposed to be escalated. This unacceptable response leaves me no choice but to seek immediate repairs from a local contractor, void my warranty, and request an investigation with the ******************** of ******** Affairs and Business Regulation. 
  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/26/2024

  Good afternoon,

  Power does maintain a service schedule through Powers *************************** located at our national headquarters, which you are on, however Powers local installation office in ****** is also aware of the concerns with the roofing project completed at your home and is working to arrange an earlier service appointment for you outside of the schedule Power typically utilizes.  As has been explained previously, as soon as those arrangements are solidified a Power representative will be in contact with you to make alternative arrangements.

  Thank you,

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

  Customer Answer

  Date: 05/07/2024

  [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: 21620424
  

  Thank you for responding to my complaint.

  I am rejecting this response because:

  There's no change in position, policy, or accommodation since I first called to report this issue. I can't afford further damage and loss of income just because you refuse to assign enough people to do the work that you agreed to.

  From what you say, you have a backlog of warranty requests to address. Why not hire more subcontractors to do the work or offer partial refunds conceding that you cant do it? You don't even provide a list of contractors I can engage for repairs (at my own expense) without voiding my warranty. You just put me in an impossible situation, and it makes no sense. The only logical explanation is that your company was acting in bad faith when it offered a labor warranty as a sales tactic. 

  Because you can't provide adequate warranty support, I have:

  1. Escalated my claim to the MA Attorney General's Office,

  2. Filed a claim with my home owner's insurance, 

  3. Received a roof inspection from a neutral third party. The report details how improper installation caused damaged to my roof and interior ceiling, 

  4. Received notice that my claim was rejected because I do not have coverage for any damage caused by improper installation, and

  5. Sought roof repair services from another provider. 

  I need a high quality roof repair as soon as possible. I have to minimize further damage to my home and stop losing money while the property stays vacant. If you can't offer a timely resolution, I will continue with my planned course and consider ways that I might recoup some or all of my losses.

  PLEASE NOTE: I tried to upload the roof inspection report for your reference, but this system does not allow files of that type / size. I will provide a copy by email at your request. The file is a 10MB pdf. 

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

  
  

  

  Business Response

  Date: 05/07/2024

  Good morning,

  As soon as your service appointment can be accommodated on an earlier date and time a Power representative will be in contact with you.

  Thank you,

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

• Initial Complaint

  Date:04/24/2024

  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.

  Windows were replaced for the entire home at a cost of $11,663.34, we were sold on the lifetime warranty. The seals on multiple windows have failed. Power is not responding to our complaints. We were told it could take up to a year to replace the windows. When we followed up six months later for an update we were told that there was no record of the complaint and the employee who did the inspection was no longer with the company. WE FILED AGAIN. No response.

  

  Business Response

  Date: 04/25/2024

  Good morning,

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

  A Power representative has been in contact with you and one replacement window sash is already on order for your home, with an estimated manufacturing lead time of 8-12 weeks.  Furthermore, a Power Installation Manager is scheduled to be on-site on 5/2/2024 to inspect the rest of the windows installed in your home so that any other defective window sashes can be placed on order and replaced as well.

  We look forward to having everything resolved for you soon.

  Thank you,

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

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife ***************** and I contracted with power home remodeling company with an office in ********* but with headquarter in ******************** on July 29, 2022. The contract was to replace vinyl sidings of our home and replaced with same vinyl sidings. Work was performed a few weeks later on August 15, 2022, and gutters August 23, 2022. It wasn't immediately known to us that on one side of the house, the siding was not properly installed, thus the siding state to peal off the wall. This was noticed and observed a few months after the work was performed. In January 2024 We contacted the office to let the office know that the siding was pearling off. were giving a date in March 2024 that someone will come an inspect the reported issues. No one showed on that date. Another date was giving for 4/24/24. However, the company send a representative by name of ******* to inspect the issues reported on 4/22/24. ****************** without first inspecting said heat is causing the damage to the siding but could not explained where the heat in coming from. ****************** said it was sunlight reflecting off the neighbor's windows. But ****************** could not explain how there were no damage on the other side of the house with the other neighbor's windows. The company then said the warranty doesn't this type of damage. ****************** did not take into account that the ********************** was not properly installed thus the damage was caused by the wind instead of heat reflections from the sun. We were processed lifetime guarantee of the work and product installed, and we are asking that Power company make the necessary repairs.

  

  Business Response

  Date: 04/25/2024

  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.

  As explained, the issue you are experiencing is solar reflection.  Power does not warranty the materials used for your siding project, the manufacturer provides all material warranty coverage.  A copy of the warranty coverage is attached to this response.  You will see that solar reflection of any kind, where it be a reflection off of a home or neighboring homes windows, a car windshield, or otherwise, is not covered by the manufacturer.  If you wish to have the siding panels replaced please reach out to Powers Customer Support team and a representative will be able to provide you with a price to do so.  Please bear in mind that if the source of the solar reflection is not identified and the reflection reduced or eliminated before the siding is replaced then it is likely that this same issue will arise with the new siding.

  Thank you,

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

  Customer Answer

  Date: 04/25/2024

  The person who only identified himself As ******* sent by your company made the claim that its solar reflected. We dont know that to be the case. There has been a lot of wind and that *** be the cause of it. However, the conclusion is the same, either the material provided by power was faulty or the installation was faulty. We are requesting the panels be replace at no cost to us the homeowners. Thank you.