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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Submit a Complaint

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:06/11/2024
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.
I am writing to express my disappointment and frustration with the service I received from Power Home Remodeling. On 7/27/23, I contracted the company to install new windows doors and gutters. Unfortunately, the experience has been marred poor workmanship, failure to complete work on time, incomplete work, wrong sizing, extremely poor installation resulting leaking, numerous cancelations of set appointments, sent unqualified employees who stated they didnt know how to fix what they were sent there to do. I would like to list the issues I have had with this company so that there is a clear understanding of the unprofessionalism that I have experienced. I would like someone of authority to look over the records of my contract to see the experience I have endured. I believe once there is a full understanding it will be clear that what Im asking for is reasonable for the utter frustration and anxiety I have had to deal with. First the wrong windows were ordered the employee left my home and came back two hours later with the correct windows. The Gutter installation was so poor they tried to clean it with gasoline and then spray painted where they had scuffed them all up because they put up damaged product. Gutters were leaking so I had to fix the problem myself. The company sent back someone a to take a third measurements of doors and yet the door still doesnt stay open properly. When they sent someone to fix it he stated he didnt know why they sent him because he doesnt know how to fix doors then left. Company came out to take pictures to see the poor installation but every attempt to do so failed. I do not want to have any further contact with contractors from this company. I have paid in full close to $30,000 for doors windows and gutters and have never experienced such unprofessionalism. I hope we can resolve this matter promptly. Please feel free to contact me if you require any additional information. Sincerely, ****************************
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 representatives have been in contact with you as recently as 6/5/2024 to discuss the outstanding concerns with the project installed at your home. Power and it's manufacturing partners offer lifetime guarantees on the products and service and Power's local installation office has continued to work with you in an attempt to correct any issues with the products or installations. Unfortunately, you have expressed that you no longer wish to work with Power to reach a resolution to those concerns. Power is happy to return to the property whenever you will allow in order to make the necessary corrections so that you may enjoy these renovations to your home. Power will not be providing a refund or reimbursement of any amount for the project.
When you are ready to move forward with the repairs to the home please do not hesitate to call 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: 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: 21836092

I am rejecting this response because:

I have no faith that this company can or will send a reliable crew to repair the many issues they have created. I have so much anxiety caused by the frustration and disrespect shown to me by this company. From the choppy job done to being threatened by their crew because I wouldn't sign off on their terrible window installation. Not only did I get horrible service now Im in fear of retalliation from the crew members who threatened me. I wouldn't trust them to hang a picture in my house at this point.

Regards,

*************************
Initial Complaint
Date:06/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed for warranty service in Jan. 2023 with Power Windows. After many delays and excuses and multiple phone calls; I called in April 2024. Behold, the window was finally in and they had me scheduled for the work June 10, 2024. The installer came out but he had the wrong window! I again called the customer service and after being on hold for about 15 minutes; they told me they were expediting my order because I've been waiting for such a long time...they new installation date is September 17, 2024. This is totally unacceptable. If they truly were expediting my case it would be done in no less than a week. This company is worthless and their warranty isn't worth the paper it is written on.
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.
The replacement window sash for your home was ordered with your window manufacturer and Power is scheduled to return to install it in the home on 9/17/2024. This is the earliest date that the work can be performed due to manufacturing lead times, the delivery from your window manufacturer, and the availability of Powers Installation Managers. We look forward to having everything resolved for you as soon as possible.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 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: 21828432

I am rejecting this response because: it is totally unreasonable and unacceptable to expect a customer to wait 1 year and 9 months from the time an issue is identified to the time it is corrected. It is poor business practice and unsatisfactory customer service.

Regards,

***************************
Initial Complaint
Date:06/09/2024
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.
Power Home Remodeling had a salesman come knock on my door around May 7th, and they told me that they could have someone come tomorrow and give me a quote on my roof. I said that was fine, and May 8th is when the quote was completed for new gutters, a new roof, and also work for the attic. I told the guy that I really couldn't afford any of it right now, but of course they were good at what they do. I ended up agreeing to do the gutters because it was obvious that they were beginning to fall off of my house and were beginning to cause problems. The total cost of having the gutters fixed was about $3,056, I believe. The guy sets up a date for the guys to come and install new gutters, and we set up a payment plan. The day that they come to work on my gutters, the workers say that all of the wood underneath my gutters is rotted, and they would have to inform Power before any other work wad completed. Power has one of their managers come back out and basically tell me that I have no choice but to have the soffit, trim, and gutters replaced. My new total loan and cost is now $11,536.84. I told the man that is not something I expected, nor could I afford it. I wasn't even warned that this could be a possibility. My argument is that if the guy who came out to my house and did the quote noticed that my gutters were falling off my house, he knew that my soffit and trim would also likely have to be replaced, and he didn't tell me that this would be an option. I feel like I was conned into this whole purchase, and I definitely do not feel as if I should have to pay anything past the original loan amount of around $3,056. They will have the original copies of the documents I signed for the first project which was only the gutters. I do not have access to that.
Business Response
Date: 06/10/2024
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.
Copies of the signed sales agreement and signed project specifications for the soffit and fascia work are attached. As outlined in the agreements for both projects, it's agreed upon that when circumstances arise that could not have reasonably been foreseen by Power representatives that it is not the responsibility of Power Home Remodeling to extend the scope of the agreement in order to complete the agreed upon work. Additionally, when these concerns with the soffit and fascia board were found and the new work and pricing were outlined, you agreed to complete the work, as evidenced by the signed sales agreement for that work. It is unfortunate that the pre-existing condition of the home meant that Power could not properly install the gutters as intended, however Power can not compromise the installation of it's products and still offer the warranty coverage that Power offers.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 06/13/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21824481

I am rejecting this response because: I had absolutely no choice but to sign these agreements if I wanted gutters on my house, as they had ripped them all off of my house. My whole point about this situation is that the person who came out and performed a quote on my roof, gutters, and attic was a professional trained in all of the areas above to look for damage within all of these things. He had to have known that the soffit and trim would likely need replaced, and he still encouraged gutter replacement only. He never mentioned the possibility of having those replaced as well. The whole thing now feels like a scam. I was also told to lie from the beginning when I was first put on the phone to schedule the initial quote. The guy who came to my door told me to lie to the scheduler and tell them that there was nobody else on the mortgage responsible for the home because then I wouldn't have been able to get the quote in the first place since my soon-to-be ex-husband wasn't available. I had already told the man that I was currently going through a divorce, and I didn't even know for sure if I would have the house in the next few months. However, they continued to push their sales approach, and I listened to his advice because I didn't really understand why he was telling me to say that nobody else was responsible for the mortgage. I feel like they took advantage of that fact because they knew I wouldn't have knowledge about these things, and they thought if they could bait me into a small purchase (the gutters), they could force me into one that was much more expensive.

Regards,

*******************************
Initial Complaint
Date:06/09/2024
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 received all new siding from Power Home remodeling and the job was not done as shown. There are very noticeable indentations in the work all around my house and it should be seamless. It was done incorrectly. Pictures were shown of their work and it does not compare to what it should look like. (See pictures attached). New door placed in the front of my house as well and the wood is cracking on all sides of the door.
Business Response
Date: 06/10/2024
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 representative from Power's *************************** spoke with you when you called Power regarding this concern prior to this complaint being filed. At that time a service appointment was scheduled for tomorrow, 6/11/2024 to address the concerns with the window trim and the siding that was installed on the home. We look forward to having everything addressed for you soon.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Initial Complaint
Date:06/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased new windows for the entire backside of our home from Power Remodeling. These windows come with a lifetime guarantee of any defect to be replaced. All windows have had to be replaced due at some point due to what I was told because of a seal problem. The replacement would take typically 3 months previously. Covid slowed things up as expected. I placed an order for the front side of my house and also filed a warranty issue for three windows for replace in February of 2023. The new windows were installed in about a week. I was told that my warranty replacement windows may take about 12 months. I called to inquire about my replacement windows this February 2024 and was informed that they didn't have a warranty claim for me. They mentioned that they would try to get my replacements to me quickly but it has been 4 more months and still no windows. My windows now look like mud has been thrown on them. I have called repeatedly and I am told that they are still trying to expedite my order. If they can install new windows of the same style, they should honor their Lifetime Warranty.
Business Response
Date: 06/10/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
The replacement window sash order for your home has been placed with your window manufacturer and is currently expected to arrive to Powers installation office in ******* later this month. As soon as Power receives a specific delivery date for your order a Power representative will be in contact with you to schedule a service to have the replacement window sashes installed.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 06/13/2024
Although I appreciate the response, this company has been committing to my replace and cancel the day of the replacement. I would like to believe that they will keep their word however, this has not been my experience. Can I keep this case open until the replacement of my windows are complete?
Customer Answer
Date: 06/23/2024
I did reply and asked that I not accept any offer because they cancel on me often. They are due to come at the end of the month but they have cancelled on me once already this month.
Initial Complaint
Date:06/07/2024
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.
February 24,2024 at the *************** Home Show, I spoke with the H31323533383338**3438H booth representative and asked if my interior custom made plantation shutters would be an issue in replacement of my windows. He called his office and they told him there should be no problem but they would send a technician to check out the project. February 26, 2024 *********************************** came to my home, saw the shutters, took preliminary measurements and told us that there should be no problem. At that point, he showed us all the window features along with the tilt in cleaning feature. At that point, we agreed to replace 6 windows for the sum of $6,145.50. He told me a technician would be back to perform a thorough pre-installation inspection.February 28, 2024, *************************** performed the inspection, taking numerous photos and measurements and told me there would be no problem with the installation and the tilt in cleaning feature. Except for one (1) window adjacent to the wall where the one pane of the plantation shutter does not fully open. He did say that that pane could easily be removed to utilize the tilt in feature.May 1, 2024, windows were installed and after the project was completed I was going to demonstrate to my wife the tilt in cleaning feature and to my extreme disappointment the window did not have enough clearance to tilt in.I immediately called the office to register a complaint. A few days later, *********************, project manager, arrived to check out problem. He did notice the clearance problem and told me he would ask his superiors if he could purchase a router in an effort to widen the opening. May 31, 2024, Mr. ********** informed me they would not make any effort to resolve the problem.Notes:Tilt in feature was one of the main reasons for window replacement.Replacement windows are standard size,29.0X52.0 so they clearly knew size of the tilt in window specification.There clearly was a mistake in measuring the internal shutter measurement.Project# **-26332
Business Response
Date: 06/10/2024
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 double hung windows as designed tilt in and out. The windows in question would do so in your home, however there are plantation shutters that do not allow the windows to tilt. This is not a defect in the window itself or an issue with the installation Power performed. This unfortunately is a condition that is created by the pre-existing condition of the home and the way the plantation shutters are installed in the opening. Power can not modify the window or the window opening to allow for the windows to tilt in and out, the plantation shutters would need to be modified or removed. Since Power did not supply or install the plantation shutters that is not work that Power will be able to perform.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 06/14/2024
********************** response stating "the windows in question would do so in your home with the plantation shutters" is exactly the issue. At every stage in the process, I asked "would the tilt in cleaning feature work with my plantation shutters?" I was told by ***********************************, technician, at the initial measurement and tilt in demonstration that the feature should work with the shutters and there will be a final measurement. Again, at the final preinstallation measurement by ***************************, technician, he stated that "there would be no problem for the feature except for the one (1) window at the end where one (1) of the shutter panels do not fully open due to the fact it is adjacent to a wall, but that could be easily addressed by removing the two (2) hold in pins on the shutter swing out panel.
Note: Being the windows are a stock size, they should have known the lower tilt in window is 26 1/2" and the inside shutter frame opening is 26". It is quite clear they made a gross error in measuring the inside frame of the shutters!
My wife and I are in our mid 70's and I can assure you that we would not have spent over $1,000 each on windows that do not have a workable tilt in feature. Power should recognize that their representation to me was totally inaccurate. I am extremely disappointed in the credibility of your company.
Initial Complaint
Date:06/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 11, 2022 we entered into an agreement with POWER HOME REMODELING for the cost of $16,558 to have 4 windows replaced and all fascia, soffits, spouts and gutters replaced. The outside work was completed in the summer of 2023. In mid May of 2024 we discovered that the entire fascia, gutter structure on one side of the house had pulled away from the roof. We immediately took photos and requested to have the situation remedied. After sending out multiple contractors we were told that the issue was not with their install or product, but with the rafter tails of our house. And since Power Home Remodeling didn't put the rafter tails in, they couldn't fix the situation, other than remove everything and then replace it after we had someone fix the rafter tails. Power was supposed to send someone out today take all of the gutters, fascia, soffets etc down in preparation for our rafter tail guy who is coming tomorrow. The contractor they sent didn't know anything about the project before he arrived. He only specializes in gutters and took only the gutter down. He did call the Project Manager to try to figure out what the situation was, and relayed that Power is scrambling to find someone to take down the fascia and soffets today. This contractor, as a gutter guy, said that the fault lies with the original people who put up the fascia, ******************* that they were definitely aware that the wood was bad and that they should have replaced it at the original install. The project manager is supposed to be calling me this afternoon about rescheduling our rafter tail guy and that if we aren't able to do that that they will try to get Power to do that whole thing. Which is exactly what they should have done at the beginning. And the longer they take to actually get this fixed the more damage is caused to the structure of our roof, driveway, and foundation.
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 Home Remodeling as a business does not do structural work and was not contracted to do so when you Power entered into a contractual agreement with you for the trim and gutter work. The fascia board, fascia capping and gutters are all structurally sound and installed correctly, however a pre-existing issue with the rafter tails on the home is preventing the fascia board and gutters from remaining as they should. Power has since removed the work that Power performed so that the rafter tails could be repaired or replaced. As soon as they are, Power will return to re-install the trim work and gutters as contracted.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 06/17/2024
[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: 21812880

I am rejecting this response because: Power did NOT remove the gutters, fascia, and soffits on Thursday, June 7th as scheduled by *************************** and as claimed by **** in response to this BBB complaint .
***** sent out a contractor with no prior knowledge of the problem. This contractor was appalled by the state of the wood that the original install was attached to and, as purely a gutters specialist, he only removed the gutter. We had to cancel our appointment with the contractor for the rafter tails because Power did NOT remove what needed to be removed for the third party rafter tails guy to do his work on Friday, June 8th.
Since my initial complaint to the BBB *************************** and ****** (do not know the last name of this person) claimed that we would not be charged for any of the replacement wood and that we have an answer by 4:00pm on Monday June 10th regarding when Power would be scheduled to actually remove the faulty wood, fascia, and soffits. We have yet to hear back as of Monday at 7:34pm on June 17.
It has rained and water is now getting inside the structure of our roof and house and, since we no longer have a gutter on that side of the house, water running off the roof is causing damage to our driveway.
I emailed ***** this morning as well as filed a complaint via Power's website and there is still no response.

Regards,

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

Business Response
Date: 06/27/2024
Good morning,
The gutters were removed so that the rafter tails can be repaired. The fascia board and fascia capping does not need to be removed by Power as new fascia board and fascia capping will have to be provided and installed once the rafter tails are replaced regardless of who removes it. Power removed the gutter because the gutter can be re-used.
Please contact Power's local installation office in ******* once the rotted rafter tails have been repaired or replaced and Power will schedule an appointment to re-do the work Power is responsible for.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 07/05/2024
[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: 21812880

I am rejecting this response because:
Power does in fact need to remove the fascia board and capping, as it would be an additional cost to us for a third party to remove the fascia that should not have been installed on the bad rafter tails in the first place. We were also advised that we need all of the gutter and fascia on that side of the house removed, not just the section of gutter that has been removed. We regret having to keep this complaint open as we have been otherwise happy with the quality of product, but the continued delays in this matter are additionally causing water damage to the roof, wall, dining room floor, and driveway, so some urgency is required.
Looking forward to a speedy resolution,

Christian English

Business Response
Date: 07/15/2024
Good morning,
With the exception of a small section on the left side of the garage, Power did not install fascia board on the existing rafter tails, Power only capped the existing fascia board in a PVC coated aluminum and installed gutter and soffit to the existing fascia board and soffit board. Power would not be responsible for removing anything that Power did not supply or install. Additionally, Power would not provide this service for free either as the issues at hand are a pre-existing condition of the home and unrelated to the work Power has performed at the house.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Initial Complaint
Date:06/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased gutters and additional windows after a successful window install by *************** crew. After that everything went south.For window installation, the project manager never showed. Only 2 of a full team of people showed up, hours before they were supposed to and could not communicate with me due to a language barrier. They dropped windows and power tools on my new hardwood floors and got into a screaming match to the extent we had to ask them to leave our home immediately. The project manager came later that day and asked if he could finish the work. We agreed and then he said he no longer could because he had another house to go to. We had the windows completed by the original team and they were great but the floor repair was supposed to be paid for by the company when they showed up to fix our gutters which never occurred. For the gutter installation, which is the big problem, they were installed incorrectly which we reported the same week they were installed. Gutters were installed May 9. Someone came out a few times and told us we had to pay to fix them which eventually was corrected by corporate as they were brand new, just installed, and should be functioning. They needed to build them out which was not discussed with us at the time of purchase and we were expecting to get a new roof that coming spring. They told us to call back after getting the new roof and they would build it out and fix the gutter with no cost to us. Fast forward to this march, roof was replaced. I called, the original team as well as the person helping us from corporate all left the company. The cs rep said she would get back. Two months later she finally called back and sent someone out for the end of may. They showed up, couldnt' communicate due to a language barrier and simply left because they didn't know what to do. **** never called to reschedule or discuss. Now they want me to wait until 08/31 to just come look at it when they know what needs to be done.
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.
A Power representative was on-site on 6/7/2024 to address the concerns with the gutter installation performed at your home and a follow-up appointment to complete the repairs is scheduled for 6/15/2024. These dates were communicated to you on 6/7/2024 and 6/12/2024. We look forward to having everything resolved for you soon.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com

Customer Answer
Date: 06/17/2024
[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: 21800887

I am rejecting this response because:

Although I have now received contact with a power installation manager in regards to the gutters I have yet to receive a fix to my gutters as I'm still waiting on them to be in the area for an apt and I have not received any help or guidance on paying for the damage to the floors.

Regards,

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

Business Response
Date: 06/27/2024
Good morning,
The gutter repairs are scheduled for 6/28/2024. A representative from Powers local installation office will be in contact with you in regard to the damaged flooring.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 04/16/2025
We have had issue after issue with power. They lied about using a third party subcontractor, didnt have a project manager on site. Damaged our new hardwood floors. Left our house exposed to the elements with no new windows installed and the old ones removed for weeks while it rained. The biggest issue is the gutters. They dont work, they told us we absolutely needed them and needed these special gutters because we have a metal roof. They then took almost a year to come and add these stoppers to the gutters and they dont work, are extremely loud, and are now broken off. The gutters still do not work the water falls right over them. They wont call me back, their manager *** or *** was supposed to call me back and never does. The stoppers are now broken and falling off. My husband told them he had concerns that they would break because of snow and ice and they claimed they wouldnt. They keep us awake at night when it rains. I told them I want them to come take their product as its not as described and doesnt work and is a nuisance and to refund me. They wont call back and the last time we spoke they wanted me to pay to fix them!

Desired Resolution / Outcome
Refund
Business Response
Date: 04/16/2025
Good morning,
A Power Installation Manager was on-site on 3/5/2025 to address the concerns with the gutters on the home. The gutters have been damaged, which is unrelated to Powers installation or the product itself and therefore does not fall under either warranty. Powers local installation office in ****** provided you with a price to have the necessary repairs made and to date Power has not been notified whether or not you wish to move forward with the repairs
If you wish to move forward with the repairs, please contact Powers *************************** at the phone number below and a representative will be happy to assist you.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 04/17/2025
[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: 21800887

I am rejecting this response because:

This information is misleading and incorrect. The Boston office never contacted me, I was contacted by the **** who visited the site and was informed id be charged for damage to one area of the gutters that was unrelated and that they would fix the rest the same way as before (which was unrelated and directly as a result of powers improper install of the gutters in the first place.
These gutters have never worked, Ive been pushed back and forth forever now. When I spoke to **** I explained to him my frustration and was told *** would be reaching out and was given absolutely no response.
I have been calling and received no response and my floors that were damaged are still not fixed or compensated.
Regards,

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

Business Response
Date: 04/21/2025
Good morning,
As explained previously, the work you are requesting falls outside of the warranty coverage on the gutter project as the damage to the gutter is not a result of the material itself or how it was installed. You were provided a price for the repairs and to date you have not notified Power if you wish to move forward with the repairs.
If you wish to move forward with the repairs, please contact Powers *************************** at the phone number below and a representative will be happy to assist you.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 04/22/2025
[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: 21800887

I am rejecting this response because:

That is incorrect. There is one area your company claims is from ice and the remainder you offered to fix but the gutters still do not and never have actually taken in the rain. I have allowed your company to attempt to fix this issue multiple times and every time it doesnt work. Please re-read my original complaint as it fully details this issue. You have dismissed me once again. My issues include not just an area of damage to the gutters which are horrible quality from ice. My issue is the fact that they do not work and you installed weird flaps to the ends of the gutters that are not only loud and noisy but do not work. I have called over 20 times to get this resolved. I have emailed. I never receive a return communication. I also want to be compensated for the damage to my floors from your third party contractors you allegedly dont use. I have reviews that I am not alone in this scheme and I am fed up with the shotty work. I want a refund.

Regards,

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

Business Response
Date: 04/22/2025
Good morning,
The diverters are the end of the gutters are common on roofing and gutter installations and allow for the water to be re-directed into the gutter rather than ran down a roof/wall intersection or around the gutter where it terminates at a wall.
Power was on-site on 3/20/2025 and reviewed all of the concerns outlined in the complaint and the damaged gutters that are a result of falling ice from a metal roof. Power is able to move forward with the repairs to the damaged gutters once payment for the billable service is received. If you wish to move forward with the repairs, please reach out to Power's *************************** so that a representative can facilitate payment for the service and scheduled the follow up appointment. There will be no refund for the completed project.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 04/23/2025
[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: 21800887

I am rejecting this response because:the diverters do not work and are loud and noisy and of poor construction. They did not even have proper diverters for these gutters and they chose to make them themselves. The gutters have never worked and still dont and they have not fixed it no matter how much time or options they have been given. You still have not addressed my damaged floors either.

Regards,

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

Business Response
Date: 04/24/2025
Good morning,
Unfortunately Power will not be able to address your concerns with agreement to the charge to have the damages repaired.
When you are ready to move forward, 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: ***************
*****************************
Customer Answer
Date: 04/24/2025
[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: 21800887

I am rejecting this response because:

I was told at the time of sale that Power does not use third-party contractors; a statement that turned out to be false. The only time I received even remotely acceptable service was from the very first team that installed my windows. After that, every interaction has been riddled with unresponsiveness, miscommunication, and poor workmanship.

I have made multiple documented attempts to escalate this, including requesting assistance from the original quality control manager, who no longer responds to calls. Each time I follow up, Im told my contacts are no longer with the company and that my case has been handed off yet again. ***, the project manager, called me once and then disappeared despite promises to follow up. I am now nearly nine months pregnant, and this has dragged on for too long with zero accountability.

To reiterate:

The gutters have never worked as promised.
I was misled about the nature of the installation and the contractors involved.

Ive experienced multiple service failures and disrespectful behavior from your teams, including unannounced visits and shouting in my home without any supervision.

The promised oversight and quality control were never upheld beyond the first visit.
I had to deal with damage to my property, including nails in my driveway that popped a tire and debris placed in my personal dumpster, which caused me to incur additional charges.
My previous BBB complaint went unresolved, and I was informed by the insurance board that no record exists for your company.

I want the nonfunctioning gutters removed from my home and a full refund issued. I also expect my flooring to be repaired from the damage caused during the visit where windows and power tools were dropped in my home whilst contractors were left unsupervised at an unscheduled time. This has gone far beyond reasonable, and unless my concerns are fully addressed by someone with the authority to resolve them, I will be left with no option but to escalate this through an attorney. I have avoided this only because of my current physical and emotional stress during pregnancy.

Powers continued failure to acknowledge and address each specific issue and your attempt to generalize the situation for the public eye is unacceptable. I demand a direct, written response from a senior-level representative who can actually resolve the situation.

Regards,

***** *******
Initial Complaint
Date:06/04/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We agreed to purchase new windows with Power Home Remodeling (we still want them; this was never the issue) in May 2024, mentioning that we want an August installation due to needing school to be cleared for the wife and 2 children and we will be out of the area for various trips for the full month of July. The second person who came in for the precise measurements and to stage ordering the windows refused to listen to the August request and we thought we were already locked in after the first commitment made (sales person number 1), and were browbeaten by sales person number 2 into a June 20 install. We have no reliable way to prepare for this install due to the already cited time reasons, but to be more explicit, my wife is doing end of school year teaching close out and our children are booked with start of summer and extension of spring makeup and all star activities that pull us consistently out of the house). This week, as a citation, my day starts leaving ************, ** by 7 am at the latest, dropping off one child at the community center, running the other one to elementary school in ******, ** (divorced and his mother has a work trip) for 8:30, going to work in *********, va for 9, back to Reston for school pickup at 4, coaching soccer in ****** from 5-6:30, grabbing dinner with the child at practice, and then returning home to ************ for 8 pm (prior to checking back in for 2 hours of work. We have had 4 explicit requests to move the date and have had 5 phone calls all with the same -project manager (***************************** ext 6663) who will make no adjustment nor escalate the request. What should be a 5 star experience is a 1 star experience before it's even complete, and we likely will call the police the next time they arrive outside the scope of this work with the treatment received. It really stinks since we liked the roof and insulation job that they had done prior, but their management has taken us for a ride.
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.
Representatives from Powers local installation office in ******** have been in contact with you as recently as 6/5/2024 to discuss the options available in terms of moving the window project forward. Power has not heard from you since 6/5/2024 as to how you wish to proceed. At this time, your window installation is scheduled for 6/20/2024. If you wish to proceed differently, please reach out to Power's local installation office in ******** 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: 06/17/2024
[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: 21799683

I am rejecting this response because:
There has been no schedule shift nor attempt to, through multiple tickets and direct interactions, all terminating at *****************************. Last mentioned was a potwnt8al 1 percent hold addition addition to the bill that *** be acceptable. This has just been miserable.

Regards,

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

Business Response
Date: 06/27/2024
Good morning,
Power's local installation office in ******** has rescheduled your window installation to 7/31/2024. We look forward to completing your project then.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 07/05/2024
[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:
A parallel response from **** at Power Home has confirmed that the 500+ dollar charge associated with moving the install to a viable date has been waved. This second action, in conjnuction with moving the installation to desired date, has resolved our issue. We appreciate the response and remedy.

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:05/31/2024
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 paid ***** for a front door that started leaking shortly after instillation. Power sent someone out to reseal the glass. Called power recently to inform them that the door is leaking again. Power sent out another tech that scratched and damaged the door. The tech then tried to spot paint the door where he damaged the door. The spot paint patches look terrible. I reached out to power request that they please just warranty the door and replace it. Power states that the manufacturer is no longer in business so there is nothing they can do on a replacement or a refund they can only repair it the best they can. I spent way to much money on this door for power to not honor their promises in warranting their products.
Business Response
Date: 06/03/2024
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 is scheduled to return to the home on 6/12/2024 to rectify the aforementioned concerns with the entry door. As explained previously, the manufacturer of the entry door is no longer in business and therefore there is no longer a valid product warranty associated with your door project and it was offered through the original manufacturer. This also means that replacement parts are no longer being made, aside from what may be available through 3rd party vendors that is compatible with your entry door. With the said, Power is doing everything within it's ability to continue to service the door with the hopes of resolving any issues you are experiencing on 6/12/2024.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com

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Power Home Remodeling Group, LLC is BBB Accredited.