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

903 total complaints in the last 3 years.
246 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/07/2025
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 hired Power on June 7 to replace our roof and nine windows on June 30. The agreed price was $52k and after finding more wood rot in the roof we approved replacement for final bill of $53k. The company kept asking to come sooner than original date and we agreed to 6/28. They spent 14 hours at our property replacing the roof. I went to bed before they left that evening. I wake up the next morning to see they cut off the lower 6 of our siding along the roof line and added flashing in a color that we had nowhere else on the house. No other house in our 900 home neighborhood has flashing in this location. Our neighbor tells us its a J channel on the other houses. I did not sign off that the roof was completed to my satisfaction because I wanted to ask about this. I called and asked and the *** said it was because of our siding (aluminum). However, that still doesnt explain why no other house had this done (they also have aluminum siding). There are several sloppy joints and Id like the company to fix them. The *** in the phone said to email them. I did and provided multiple pictures to explain. Nobody will call us back or email back. Both my husband and I have been reaching out. Also, our account now shows my electronic signature on the roofing completion page. I never signed it! Aside from using the wrong colors, doing work that wasnt approved, forging my signature, and leaving sloppy details, the windows and roof look good. But I have different colored windows around my house now, they killed my landscaping with their tarps and left a lot of roofing debris in the yard. I picked up 30+ roofing nails in my lawn. Deeply disappointed by this company. No customer service and terrible communication.
Business Response
Date: 07/09/2025
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Power's local installation office in ******* is aware of your concerns with the roofing and window project recently completed at your home and has attempted to reach you as recently as yesterday, 7/8/2025, but has not received a call back. The photos provided have been reviewed and Powers local office is attempting to arrange for an Installation Team to return to the home to better match the roof flashing to the color of the siding and to make any corrections to the window capping that are necessary. The roofing project was installed in accordance with GAF's installation requirements in order for you to receive the warranty coverage that was promised with the project. All roof/wall intersections need to be flashed appropriately to prevent leaks from occurring and and step and apron flashing were installed all around the home where necessary, which is what you are seeing. This can not be removed and is an integral part of the roofing system.
The window capping is also a standard part of the window installation and is outlined in the sales agreement and project specifications, both of which you have signed. In those documents you will also find that the aforementioned roof flashing was also part of the scope of the work that you agreed to. Copies of those documents have already been provided to you and are attached to this response as well.
Please reach back out to Power's local office at the phone number provided and a representative will be happy to assist you in remedying any other concerns you may have with the project.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Initial Complaint
Date:07/07/2025
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.
The company name is Power home remodeling.
*************************************
Customer Answer
Date: 07/07/2025
I was initially impressed with the sales pitch from Power Home Remodeling. The salesman promised a white glove level of service and assured me that their team would treat my home with the utmost care itll be like they were never here. That couldnt have been further from the truth.We decided to move forward with their gutter installation (not ready to replace our roof yet), and while the installation team showed up on time, were polite, and worked quickly, the aftermath was unacceptable. They left my home a complete mess patio furniture out of place, roofing material scattered all over my outdoor furniture, walkway, driveway, and even on our vehicles. There were metal shards left in my wall and paint ripped from the exterior of the house.I called twice and sent photos, only to be told this was all just human error. That kind of response is exactly the problem this wasnt one small oversight; it was a clear lack of work ethic and care. Homeowners work hard to maintain and pay for their property, and Power showed no respect for ******* make it worse, they offered to send the same crew back to clean up the mess. No thank you if this is the standard of service they provide, I dont want those people back on my property.The salesman sold me a fantasy, and the reality was far from it. White glove service? More like a careless, rushed job with no accountability. Extremely disappointed and would not ************* after calling the company twice and dealing with people who are very unsensitive to my issue, I don't even want to pay them for their product.
Business Response
Date: 07/08/2025
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Power's local installation office in *************** as well as Power's *************************** have both spoken to you on 6/17/2025 and 6/18/2025 with regard to the minor concerns stemming from the recent gutter installation performed at your home. On three separate instances, Power representatives offered to have an Installation Manager or Installation Partner return to the home to rectify any issues still present, however at each pass the offer to service the project was declined. Power can not assist you with any outstanding concerns if you will not allow Power to do so. As of 6/18/2025, the last time a Power representative spoke to you over the phone, the concerns were being addressed and they did not require Powers intervention.
If you have changed your mind and wish to have anything at the home related to the gutter installation addressed, 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: 07/09/2025
[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: 23489252

I am rejecting this response because:
When i did speak with your company on the two dates you listed back in June a project manager was NOT offered to come back to my house, the same installers who originally performed the poor job were offered to come back out and fix their mistakes. I clearly said I did not want the sane people to come out to my house. If a project manager was to be offered I would have accepted that. However, at this time we have cleaned up your mess and I am left with damages to my house and car that need to be fixed and that is not within your wheel house to correct. So at this time I am requesting compensation for these mishaps. I will not pay for the installation until these corrections are made.

Regards,

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

Business Response
Date: 07/14/2025
Good morning,
If there are outstanding concerns with your recently completed project, please reach out to Powers *************************** at the phone number below and a representative will be happy to assist you. To date, Power has not received notice of any complaints with the gutter project since 6/18/2025 when service to the project was refused.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 07/21/2025
[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: 23489252

I am rejecting this response because Power Home Remodeling continues to deflect responsibility rather than address the damages caused by their installation crew. As stated previously, I did not refuse service I refused to have the same team return after they left my home in a completely unacceptable condition. At no point was a Project Manager or any new oversight personnel offered, which I would have accepted.
Your customer service department was dismissive, calling the damages to my property minor and chalking it up to human error. That is not only insulting, its inaccurate. What happened to my home including metal shards left in the walls, paint ripped from the house, roofing materials left on my car and furniture goes well beyond a simple mistake. That is negligence, not human imperfection.

To date, no one from Power has reached out with a meaningful resolution just repeat offers to send back the original crew and general statements with no accountability. I have already cleaned up the debris myself, but I am now left with permanent property damage including ruined outdoor furniture, a stained rug, paint damage, and issues with one of our vehicles.

At this time, I will not pay for the installation until these damages are repaired or I receive reasonable compensation for the cost of replacement and repair. I will also not engage with your customer service team further over the phone, as Ive already made multiple calls and my concerns were dismissed.

You failed to deliver on your promise, and then your representatives failed again by not addressing my valid complaints with respect or urgency.

Regards,

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

Business Response
Date: 07/28/2025
Good morning,
Power representatives attempted to reach you to discuss the ongoing concerns with your recently completed projected several times but were unable to reach you. Voicemails were left at the number provided on your account, which matches the phone number provided on this complaint, on 7/22, 7/23, 7/24, and 7/25 and Power has not received a return phone call. If you wish to have your concerns addressed, 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: 07/31/2025
[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: 23489252

I am rejecting this response because: You have been calling me during my working hours, which I am not available to discuss at those times. I tried to contact you as well on three different occasions to get this resolved and was left with bad customer service that wanted no part of helping me in a reasonable manner. Please contact me by email and i will respond when I have the time to do so.
********************************

Regards,

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

Business Response
Date: 08/01/2025
Good morning,
Powers *************************** is open from 8am - 7pm Monday through Thursday, 8am - 6pm on Fridays, and 9am - 1pm on Saturdays. Power has not received any communication from you in response to the voicemails left since last week. Please feel free reach out to Powers *************************** at the phone number below during any of the above mentioned times and a representative will be able to assist you. This is the most efficient and productive manner in which to have your concerns addressed.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Initial Complaint
Date:07/03/2025
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.
Complaint Summary for BBB:In June 2023, I paid $54,900 for a full roof and attic project. The majority of this amount was for the roof replacement itself. From the start, the wrong roofing product was installed one that was not appropriate for the pitch and structure of my home. Since installation, I have experienced ongoing water leaks that have caused damage to other areas of my home and garage.Rather than correcting the underlying problem, the company has made repeated attempts to patch over the damage. Each patch has not only failed to resolve the issue but has made the appearance worse. There are broken shingles, shingles with chunks missing, lifted edges, exposed seams, pooling water, and visibly flawed workmanship. The fascia around the perimeter of the house remains exposed and improperly sealed. Ive also raised concerns about potential structural issues, including compromised plywood and deterioration to the front of my garage.The company has missed scheduled appointments without notice and has not provided consistent or proactive **************** this point, a meaningful resolution cannot be another temporary patch. The only acceptable solution is a full and proper reinstallation using the correct roofing system, with all structural damage assessed and repaired. Anything less is unacceptable given the cost and promises made.I am including photos of the worst areas and request the BBBs assistance in helping to resolve this matter appropriately.
Business Response
Date: 07/08/2025
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Power's local installation office in ******* is aware of the concerns with the roofing project completed at your home and a Power Installation Partner was on-site yesterday, 7/8/2025, to address the concerns with the garage portion of the roof. Those repairs have been completed and a follow-up service is scheduled for 7/17/2025 to address any other concerns you may have with the project at your home. We look forward to having everything resolved for you soon.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 07/08/2025
Additional Details for My Complaint:

Since my initial submission, Ive uncovered and documented several additional serious concerns related to the work performed by Power Home Remodeling:

Lack of Required Permits: Power Home Remodeling failed to obtain the necessary building permits for the roof replacement completed in June 2023. This was confirmed by my local building department. Additionally, no permits were pulled for the multiple return visits involving structural modifications to the roof and attic. This not only violates local regulations but raises major concerns about the safety and legitimacy of the work performed.
Insulation System Compromised: I had invested in Power Homes EnergySphere Attic Systeman integrated insulation and energy-efficiency upgradeinstalled as part of this project. Due to the extensive issues with the roof installation, which now requires full removal and replacement, the EnergySphere system has also been compromised and will need to be redone. This represents a significant financial loss and a major disruption to my home, compounded by the fact that it was supposed to be a long-term solution.
Improper Roof Decking Repairs: During the initial install and subsequent visits, the crew used narrow plywood strips to patch sections of the roof decking where full panels should have been usedparticularly where attic vents were removed. These shortcuts have left the structure vulnerable and appear to be contributing to leaks and water damage.

Multiple Failed Repairs: Power Home has returned at least four times in an attempt to correct various problems, yet none of these visits have fully addressed the underlying issues. Instead, Ive seen new problems emerge after each visit, including damaged ridge caps, cracked or improperly sealed shingles, exposed nail heads, and uneven installation across various sections of the roof and workshop.

Ongoing Communication Issues: Throughout this process, communication from Power Home has been inconsistent, dismissive, and lacking in clear accountability. Promised follow-ups have not materialized, and Ive yet to receive a clear timeline or resolution plan. This is unacceptable for a project of this scope and cost.

I placed my trust in Power Home Remodeling based on their reputation and marketing promises. Unfortunately, I have been left with a failing roof, a compromised insulation system, potential code violations, and no meaningful resolution in sight.
Customer Answer
Date: 07/09/2025
[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: 23554732

I am rejecting this response because:

No Permit Was Ever Pulled: The company failed to pull the legally required permit for my roof replacement in June 2023, and still has not pulled one despite multiple follow-up visits and major structural changes. This is a clear violation of local building codes and regulations.
Misleading Statement from Customer Support Director: ***************** claims he has personally looked into the matter, he has never visited the property, never spoken to me directly, and clearly has not seen the extent of the ongoing issues. Reading internal notes is not the same as investigating the disaster unfolding at my home.
Technician Visit on July 7th Worsened the Damage: A technician was indeed on-site on July 7th to address garage roof concerns. However, the repair work completed during that visit was worse than the previous installation. I have extensive photographic and video evidence showing subpar workmanship, new damage, and visibly sloppy, non-code-compliant repairs. The roof looks even worse now than it did before this repair.

Subpar and Incomplete Repairs: Every repair visit so far has failed to resolve the underlying issues. I have:
Gaping holes in the drip edge
Torn and overlapping shingles
Visible gaps and exposed underlayment
Excessive caulking in place of proper seals
Sheathing that was patched with strips instead of the full sheets I paid forbecause your sales team mis-sold me a roofing solution incompatible with my roof design

The Majority of the Roof Is Still Untouched: Power Home has only addressed one portion of the garage.
The rest of the houseincluding the Florida room, side workshop, and key structural valleysremains untouched and still exhibits widespread installation issues and damage.
Unacceptable Pattern of Negligence: This is not a minor inconvenienceit is a structural and financial disaster that I have been dealing with for over a year. There has been zero accountability from Power Home for the damage done to my property, the code violations, or the failure to follow proper permitting and installation practices.

I have created a website that documents everything, including photos and video of the issues. I urge you to review it: Patch Job Chronicles: My Power Home Experience

Until Power Home Remodeling acknowledges the full scope of the damage, takes accountability for the lack of permits, and provides a comprehensive, code-compliant resolution, this matter is far from resolved.

Regards,

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

Customer Answer
Date: 07/09/2025
Update to Original Complaint Power Home Remodeling
Since submitting my initial complaint, Ive uncovered additional critical issues and would like to formally add the following information to the record regarding Power Home Remodelings work on my home:
Failure to Pull Permits: Power Home Remodeling did not obtain the legally required building permits for the roof replacement they completed in June 2023. This was confirmed by my local building department. They also failed to obtain permits for any of the subsequent repair visitsdespite multiple structural alterations to both the roof and attic area. This is a clear violation of state and local building code requirements.
Compromised Insulation System: As part of the original project, I purchased Power Homes proprietary EnergySphere Attic System, an integrated insulation upgrade marketed to improve energy efficiency. Due to the extensive issues with the roofincluding water intrusion and structural instabilitythis entire system has now been compromised and will need to be redone. This represents a significant financial loss and directly undermines the intended performance of the product.
Improper Roofing Repairs: Rather than replacing damaged or removed roof decking with proper full panels, crews used narrow strips of plywood to cover former vent holes. This shortcut leaves the roof deck structurally vulnerable and increases the risk of further damage.
Multiple Failed Repairs: The company has made at least four failed attempts to fix the roof, yet key issues remain unresolvedor have worsened. These include cracked and lifted shingles, exposed nails, damaged ridge caps, and misaligned flashing. Some repairs introduced new issues rather than correcting the original ones.
Poor Communication and Lack of Accountability: Despite repeated outreach, Power Home has not provided a timeline or definitive plan for proper resolution. Communication has been inconsistent and evasive. My trust in the companys ability to fulfill its obligations has significantly eroded.
Better Business Bureau & Media Outreach: I have also filed a complaint with the Better Business Bureau, who has confirmed that theyve reached out to Power Home. Additionally, I sent a formal letter to the companys media contact and top executives (via email and certified mail) outlining the full scope of the situation and requesting resolution.
I respectfully request that this information be added to my original complaint. These details underscore a troubling pattern of negligence and noncompliance that I believe warrants LARAs further review.
Please let me know if additional documentation or photos are required.
Thank you for your attention and continued support.
Business Response
Date: 07/09/2025
Good morning,
Power's local installation office in ******* has been in contact with you in terms of how the services on your roofing and attic insulation projects will be handled and a Power representative is scheduled to return to the home to review the scope of work required with you.
We look forward to having everything resolved for you soon.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 07/10/2025
[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: 23554732

I am rejecting this response because:
The matter remains unresolved.
On the morning of July 9, I had a phone conversation with **** ***** from Power Home Remodeling. During that call, **** stated that the company intends to replace the entire roof, including all decking, insulation, and fully repair all areas that were damaged due to the initial faulty installation.

Later that day, a Power representative named ***** came to my home, walked the entire property with me, and reviewed all of the documented issues. ***** openly acknowledged that the project was a failure and stated he would be meeting with **** that same afternoon to report his findings.

Following those conversations, I submitted a detailed scope of work to Power Home Remodeling outlining the necessary corrective steps, a proposed timeline, and a request for additional compensation. That document is currently under review by their legal team.

To be clear, a signed agreement alone will not resolve this matter.
I will consider this case resolved only when the full replacement and repair work has been completed, passes proper inspection, and meets the standards I originally paid forincluding code compliance and quality workmanship.

For detailed documentation of the issues, including photos, videos, and timelines, please visit:
?? ***************************************************

Business Response
Date: 07/14/2025
Good morning,
As you have clearly stated, and as Power has clearly stated as well, your local installation office is aware of the concerns and is handling them appropriately. We look forward to having the concerns with your project rectified soon.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 07/14/2025
[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: 23554732

I am rejecting this response because:
I do not accept this response because we still have not reached a formal agreement on how this project will move forward.

While I acknowledge that Powers local office is now aware of the concernsand I appreciate recent conversations and the site visitno signed agreement exists, and no repairs have begun. I am still awaiting a formal response from Powers legal team regarding the detailed scope of work I submitted, which outlines the necessary actions, timeline, and compensation.

Until we have:
A mutually agreed-upon and signed plan of action,
Completion of all required work,
A final inspection confirming code compliance and quality workmanship, and
My full satisfaction as the homeowner,

This matter remains unresolved.

I will continue to keep this complaint open until meaningful progress is made and documented outcomes are achieved.

Regards,

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

Business Response
Date: 07/17/2025
Good morning,
A permit for the work has been applied for with the city and Power has received the permit for the work. A final inspection is scheduled for Friday 7/18/2025. All repair or replacement work to be scheduled and completed will be reviewed with you by Powers local office in ******* and will be inspected by your local building department in accordance with the permitting process.
Thank you,

**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 07/18/2025
[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: 23554732

I am rejecting this response because:
the roofing system installed by Power Home Remodeling is fundamentally non-compliant, poorly constructed, and cannot be corrected through basic repairs or patching.
While I appreciate the confirmation that a permit has now been applied for and I can confirm that the final inspection did take place on July 18, 2025 these actions are after-the-fact and do not resolve the underlying issue.
Violations Confirm Widespread, Systemic Failures

On February 18, 2025, an inspector from the Charter Township of Clinton issued Violation Notice #*****, citing multiple serious building code violations:
Improper flashing and exposed nails
Incorrectly installed edge vent (not per manufacturer guidelines)
Inadequate high-end exhaust ventilation
Drip edge lapped incorrectly
Improperly installed valley cuts compromising the roof deck

These are not isolated issues they are symptoms of systemic installation failure.

This goes far beyond any scope of work that could reasonably be addressed through repair, even with a permit in place.

A Permit and Inspection Do Not Fix a Broken System

While I understand Power has now pulled a permit and scheduled an inspection, these steps were reactive not proactive and would not have occurred without my own diligence through multiple escalations and formal complaint channels.
Let me be clear: I will not accept a patched solution.

Based on the townships findings, any attempt to repair the roof without full removal and replacement would:
Leave unsafe, substandard work in place
Further compromise insulation
Continue to pose long-term risks to my home
Fail to restore my trust or peace of mind

My Position and Request

As stated previously and now reinforced by official inspection findings I am formally requesting:
A complete removal and replacement of the roofing system and insulation, performed by Power Home
A full refund of the amount I paid
An additional payment of $25,000 to compensate for:
Destruction of property
Loss of time
Emotional stress
The burden of having to identify and pursue these failures myself

Had I not taken initiative, I would have been left with a non-code-compliant, dangerously defective roof a situation that is simply unacceptable.

I remain open to resolving this matter amicably and in good faith, but the resolution must reflect the seriousness of the violations, the official documentation, and the significant impact this has had on me as a homeowner.
Regards,

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

Business Response
Date: 07/28/2025
Good morning,
Powers local installation office in ******* has been in touch with you to review two possible options for moving forward with the necessary repairs to the roofing project completed at your home. You advised Power at that time that you were seeking legal counsel and no determination on how to move forward was made. At this time, neither Powers local installation office in *********************************** legal counsel has received further contact from your or your counsel. At your request, any information or future determinations on how to move forward with the repairs to your roof project will be a matter for the respective parties legal counsel to decide and therefore Power can not provide any further information through this medium.
If you change your mind and wish to resolve this matter without the assistance of counsel, 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: 07/29/2025
[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: 23554732

I am rejecting this response because:
The opening statement in your response is false and misrepresents the facts.
You claimed: You advised Power at that time that you were seeking legal counsel and no determination on how to move forward was made.
That is not true.

On Friday, July 25th, I spoke directly with **** from your Detroit installation office. I clearly stated that I expected the roof to be fully replaced and requested $30,000 in restitution due to the failed inspection and the extensive list of code violations. **** said he would take that information back to his team and follow up with me. I was explicitly told to expect a response after his internal discussion. That was the planand thats what I was waiting on.

At no point did I say I had retained legal counsel. I told **** I was seeking advice and weighing my options, which is entirely appropriate for any homeowner navigating this situation. But the implication in your responsethat I halted communication and moved the matter to legalis inaccurate and misleading.

You also wrote: Neither Powers local installation office in ******* nor Powers legal counsel has received further contact from you or your counsel.
That is because I was waiting on youspecifically on Miketo do what he said he would do: get back to me with a formal response from your team.

To suggest this lack of contact is somehow on me is completely disingenuous. I have been patient and reasonable. Power has not followed through.

I remain open to resolving this matter directly, but your team must take accountability.

I am still waiting for a written plan that outlines how Power intends to correct the serious issues identified by the township inspection and the improperly completed roof work.
Please dont attempt to shift blame or rewrite the timeline. Ive documented everythingand I expect your company to start responding with accuracy and urgency.

Regards,

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

Business Response
Date: 07/31/2025
Good afternoon,
Power has sent to you in writing, via e-mail and certified mail, Powers proposal to resolve your concerns with the project with a clear outline of the reasoning for it. Please review the information provided and respond as soon as reasonably possible to advise how you wish to proceed.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************

Customer Answer
Date: 08/08/2025
[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: 23554732

I am rejecting this response because:
Power Home Remodelings response to the BBB is misleading and omits key facts. The offer they reference was sent July 31, 2025, and was explicitly labeled non-negotiable.

It required my silence,withdrawal of all public advocacy content, and removal of factual, documented consumer awareness materials.
It also contained a broad release preventing me from pursuing any future claims even if additional defects emerged.
On that same day, July 31,I responded in good faith with a counter-proposal that reduced the settlement amount and tied resolution to the completion of all necessary repairs.
Power rejected this outright and has been silent ever since.

Their BBB reply deliberately frames this as if I failed to act, when in reality they have refused to engage in any further negotiation.

See attached: Complete, date-stamped correspondence history between the parties, showing my prompt, detailed responses versus Powers repeated delays, incomplete answers, and mischaracterizations.
This timeline makes the pattern unmistakable.

Powers delays are not accidental.
They have repeatedly waited until the end of arbitrary deadlinesto respond, creating the appearance of movement while dragging the process out.

This is consistent with their prior statement to me that if I did not accept their offer, the matter would go to arbitration.
Given the volume of documented evidence in my possession, it is increasingly clear why they would prefer to avoid that forum.

In short:
The offer they reference is expired.
It was non-negotiable, one-sided, and conditioned on my silence.
I countered immediately, in writing, and they have refused to respond.
Their claim to the BBB omits this, mischaracterizing my position.

I respectfully request that the BBB note these facts in the public record and maintain this complaint as unresolved until Power is willing to negotiate in good faith.

Regards,

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

Customer Answer
Date: 08/09/2025
Attached is my supplemental cover letter and rebuttal to Power Home Remodelings August 8, 2025 response.
Their latest statement recycles expired terms, omits key facts, and misrepresents the timeline all while ignoring my good-faith counteroffer from July 31.
This submission sets the record straight, documents their deliberate delay tactics, and outlines my final settlement position.
Business Response
Date: 08/21/2025
Good afternoon,
After the installation of the roofing project that Ms. ****** contractually agreed to on June 7th, 2023, Ms. ****** signed a Certificate of Completion acknowledging satisfaction with the work performed. Ms. ****** made no formal complaints regarding pricing or workmanship for nearly two years. In 2025, Ms. ****** raised a valid concern that a permit had not been pulled for the attic insulation portion of the work. Power acknowledged this oversight; however, once the issue was brought to our attention, Power immediately filed for the appropriate permit, coordinated with Clinton Township officials to schedule an inspection, and identified minor corrections required to satisfy the permit process, which we remain ready to perform. No fines or code enforcement actions have been issued against Power, and Ms. ****** has not suffered any financial loss related to the project or permit. To suggest that Power knowingly violated the building code or intentionally withheld permit information is simply false. When the issue was discovered, Power acted promptly and transparently to correct it.

Despite the absence of any contractual breach or verified damages, Power made multiple substantial offers to resolve this issue amicably. Power offered to completely reinstall Ms. ******* entire roof and attic insulation at no cost. Power agreed to obtain permit approval and complete all inspection items. Finally, in an effort to go above and beyond to make things right, Power offered an expiring cash offer of $15,000 in addition to all the work we were offering to do for free. These offers far exceed any obligation under the terms of the home improvement agreement, any permit requirement, or under applicable law. However, rather than accept the generous offer or allow Power to complete the corrective work, Ms. ****** demanded a cash payment of $30,000, which she reduced days ago to $22,500. These demands were not tethered to any documented harm, invoice, or third-party repair. No such compensation would be owed to Ms. ****** under any contract or warranty.

At this point, Ms. ****** is refusing to allow Power to make the minor permit corrections unless it pays her a substantial sum of money unrelated to any cost or damage, and Ms. ****** is insistent on continuing an online smear campaign that began when the initial concerns were presented to Power.

This conduct is not reflective of a customer seeking resolution. It reflects a person seeking to leverage public scrutiny to extract a financial benefit that cannot be justified. Power continues to stand by its products and services. It also remains open to completing the final permit-related items and honoring the homeowners warranty. Again, this is a project that was completed over two years ago and that has since been the subject of repeated service visits, remediation efforts, and extraordinary efforts to appease Ms. ******* The current dispute is no longer about workmanship or permitting. It is about a sustained effort to publicly damage the reputation of a company that has done everything within reason to satisfy her.

Power is no longer offering to completely re-do the roofing and attic insulation installations and reimburse Ms. ****** $15,000 for the inconvenience, based on the expiring nature of that offer and Ms. ******* actions since Power presented that offer. Power is still willing to make the necessary repairs that the local building inspector noted during the final permit inspection if Ms. ****** is willing to allow those repairs to happen. ***************** will allow Power to perform the repair work that she claims to want addressed, there is nothing else Power will be able to do.

Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 08/21/2025
[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: 23554732

I Decline their response because:
This dispute is not about seeking a windfall or running a smear campaign. It is about documented building code violations, failed inspections, repeated leaks, and breach of contract.
Power continues to minimize the severity of their negligence by framing it as a minor oversight. I have acted in good faith, followed the contracts arbitration process, and remain open to proper, code-compliant remediation.
Powers recent reply contains numerous mischaracterizations and omissions (just as I have pointed out in every response before). This is a Pattern. This is their tactic. Please see this. I want to clarify the record with documented facts.
Certificate of Completion (2023):
I did sign a completion form at the time of installation, as Power requires. However, I had no knowledge that a legally required permit had not been pulled, nor was I aware of latent defects. Signing a standard completion form does not waive my rights or excuse code violations later uncovered.
Timeline of Complaints:
Power claims I made no complaints for nearly two years. This is inaccurate. I first noticed leaks in November 2024 and, after monitoring through winter weather, I contacted Power in Spring 2025. Multiple service visits followed, but none resolved the issues. There were four failed repair attempts before the permit violation even came to light.
Permit Violation:
Power frames the missing permit as a minor oversight that was promptly corrected. In truth, I uncovered the issue myself when I contacted *********************. That discovery triggered an inspection, which documented serious violations. This is not something that can be patched. Their proprietary roofing system was installed incorrectly across the entire house.
Calling it minor is a blatant mischaracterization.
Adding to that, Power told the Township that I declined repairswhich is simply false.
Damages and Costs:
Power claims I have suffered no financial loss. This is not true. I have incurred costs to repair related soffit damage (which should have been identified as part of the larger project) and have documented water damage from leaks, acknowledged by Powers own technician, *****, who photographed the sagging soffit on his company phone. Beyond these expenses, the stress, lost time, and reduced property value stemming from unpermitted, non-compliant work are real damages.
Transparency and Settlement Offers:
Power suggests they acted promptly and transparently. In fact, their $15,000 offer was presented as non-negotiable and conditional on me withdrawing all complaints with every agency and waiving future rights to pursue action even if further damage emerged.
I immediately made a fair counterproposal of $22,500 on the same day, which they rejected. Their claim that I refused resolution ignores that I followed the contracts arbitration clause, filed promptly on August 13th, and notified them on August 15th and 16th with official documents. No response from them at all.
Breach of Contract:
Power insists there was no contractual breach. Yet they failed to pull required permits and still have not delivered a roof that passes inspection. Both constitute breach of contract. Their own area director and technician confirmed the installation was mishandled when they met with me in person.
Refusal of Repairs:
Power asserts I am refusing minor corrections. I have allowed them on site multiple times, only to be left with failed inspections and leaks. My refusal is only to continued patchwork that does not bring the roof to code. I remain open to proper, code-compliant remediation.
Smear Campaign Claim:
Power accuses me of running a smear campaign. This is false and defamatory. My postings are factual, supported by photos, township records, and Powers own documentation. They serve an educational purpose to warn other homeowners about permit and installation issues. It is Power who has repeatedly misrepresented my actions to the State Attorney General, to the BBB, and even telling **************** just yesterday that I declined repairs, which is untrue.
Nature of the Dispute:
Power says this is no longer about workmanship or permitting. To the contrary, that is precisely what it is about: unpermitted work, failed inspections, leaks, and breach of contract. Their attempt to shift the focus onto my advocacy is another mischaracterization.
Status of Arbitration:
Power claims the dispute continues only because I refuse their terms. In fact, their offer expired August 7th. I sent reminders just before the expiration to remind them that I had made a fair counterproposal and was open to negotiation, but Power did not respond. Under the contract, the next step was arbitration, which I filed immediately. I notified Power on August 13th, 15th, and 16th. They have not communicated since.
Conclusion:
The record is clear:
Power performed unpermitted work that failed inspection.
Multiple service attempts did not resolve leaks or code issues.
Damages are documented through township records, photographs, and technician notes.
Settlement offers from Power were conditional, one-sided, and mischaracterized as generous.
I have acted in good faith, following contractual procedures, including filing for arbitration.
This dispute is not about seeking a windfall that is yet another mischaracterization intended to minimize the severity of Powers oversight and negligence. It is about holding Power accountable to deliver the code-compliant roof and insulation that I paid $54,900 for, and ensuring proper remediation of the documented damages caused by their failures.

Regards,

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

Customer Answer
Date: 08/23/2025
Dear Ms. *************** am writing regarding your message that Complaint ID #******** is now considered closed and will appear in Power Home Remodelings file as Answered the business addressed the issues within the complaint, but the consumer remains dissatisfied.
I strongly object to this characterization and the closure of my case.

The business has not addressed the issues. There have been four failed repair attempts at my property. Power Home Remodeling has acknowledged that the work still needs to be fixed, but instead of actually correcting it, they attempted to pressure me into signing a non-negotiable agreement requiring me to remove all complaints. That is not a resolution that is coercion.

In addition, multiple township inspections and permit violations are on record. These are not opinions they are documented facts showing the work was not performed to code and remains unresolved. For BBB to label this case as answered misleads the public into thinking the business corrected the problem, when the truth is they have not.

I must also point out that BBBs own disclosures state that because of the extraordinary number of complaints against this company, only 1 out of 10 complaints are even published. This means hundreds of consumers are experiencing similar problems, yet BBB is turning a blind eye by allowing the company to answer with blanket denials and then closing cases over the objections of consumers who provide evidence. This is not normal.

I expect clear answers to the following:
Why is a matter closed when the consumer explicitly rejects the businesss response, provides supporting documentation, and the business itself admits repairs are still needed?
What safeguards does BBB have to prevent companies with hundreds of complaints from being shielded behind the answered label when the underlying issues remain unresolved?
How can my complaint remain open or be updated so that it accurately reflects the facts multiple failed repairs, permit violations, and the companys coercive tactics rather than misrepresenting the situation to the public?

It is unacceptable for BBB to treat the business responded as equivalent to the business addressed the complaint.
That undermines the very mission of the BBB as a consumer protection resource.

I ask that my file be corrected to reflect the reality: this company has not resolved the issues, continues to pressure consumers into silence, and remains under documented violation for its work.

Sincerely,

******* ******
Initial Complaint
Date:07/03/2025
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.
After doing my research and seeing complaints from other customers, I decided to cancel my contract within the 3 day window. Their business card has no email to formally put your cancellation in writing. I called and asked that they send an email to acknowledge my request to cancel my contract and they wont send the email. I have sent a telegram asking them to cancel my contract. They wont acknowledge my cancellation of the contract which is legally protected. I can tell they are trying to make it appear that Im not cancelling within my 3 day window and do not appreciate the manipulative business practice. No way to get ahold of them by email for proof is highly concerning! I was promised on the phone that I would receive an email. This email has NOT come.
Business Response
Date: 07/07/2025
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 spoke with you a few times on 7/3/2025 and confirmed on more than one occasion, prior to this complaint being made, that the project was cancelled. This response should serve as a second form of confirmation that the sales agreement you entered into with Power Home Remodeling on 7/2/2025 has been cancelled within the 3-day rescission period and you are no longer under any obligation.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Initial Complaint
Date:07/01/2025
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 windows that are 7 years old. I have talked with a Vice President at the company, ***** ********, about an issue I had where moisture was getting in between the glass. ***** informed me that this was covered by the warranty and he gave me a direct line to get someone to come out and inspect all the windows. The guy comes out and inspects all the windows and tells me there are quite a few that should be replaced. A lady calls me two days after with a massive bill of about $3000, when these windows are supposed to be 100% covered by warranty. This is a scam. I talked with the support team, and they said the Vice President of the company doesn't know what he's talking about.. this is seriously ridiculous.
Business Response
Date: 07/03/2025
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 lifetime guarantees provided to you for the window projects completed at your home consist of a product warranty and a labor warranty. Power, as the installing dealer, provides the labor warranty. The product warranty is offered through the manufacturer, not Power. Power does not manufacture windows and instead is partnered with several window manufacturers who offer warranties for the products, much like a car warranty is offered by the vehicle manufacturer and not the dealership from which you bought the car. The manufacturer of your windows, ***************************, is both no longer producing the line of window that was installed in your home and is under new ownership and that ownership group has made the decision to no longer honor the product warranty associated with your windows. This was not a decision that Power had a hand in, nor is it one that Power supports, however as the provider of the warranty it is their prerogative to do so under the terms of the warranty as they are written.

With all of that in mind, the product warranty provided with the window project when it was sold in 2018 is not a transferable warranty and therefore did not transfer to you, the second homeowner, when the original purchaser of the windows sold the home. Only the labor warranty transferred when the home was sold. Because the product warranty is no longer in effect, Power incurs a cost when ordering replacement parts for your windows. Whereas the replacement parts would have been free under warranty in the past and therefore no cost would have been passed on to you, now Power does incur a cost. In an effort to mitigate the downstream effect of this change to Powers customers, ********************** has elected to absorb some of this cost and is only charging a portion of the product cost to you, the homeowner. That cost is outlined in the quote that your received from a Power representative on 7/1//2025 and that quote is good for thirty days. Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost.

Thank you,

?**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 07/07/2025
[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: 23545588

I am rejecting this response because:
Power is claiming the product warranty is covered through the manufacturer, and that the manufacturer won't cover it. I called the product manufacturer, ***, and they said power is responsible for the product warranty, not them. I also was able to find the packet Power provided from the original installation, implying that power manages the warranty for the labor and the product. (see screenshot)
I have also added a screenshot of others complaining about this exact same issue, and others that purchased the windows as the original owner.

Regards,

Remington Seimon

Business Response
Date: 07/10/2025
Good morning,
Power as the licensed installing dealer provides the labor warranty for all of Powers projects. Power does not manufacture any of the products Power has sold, currently or at any time in Powers history, and has never offered its own product warranty for any of the products Power has installed. The product warranty is offered through the manufacturer. A copy of your warranty paperwork is attached. As you will see, the product section denotes that ****************** Products is the guarantor of the product warranty and the labor warranty portion on the right denotes Power as the labor warranty provider.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Initial Complaint
Date:07/01/2025
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.
In March of 2025 I called Power Home Remodelling to schedule an appointment to have my under warranty vinyl siding that they installed repaired. They scheduled my repair appointment for Jun 3rd 2025. The repairman showed up to my home on June 3rd 2025 with not enough material to repair the siding. He rescheduled my repair for June 27th 2025. On June 26th 2025 Power Home Remodelling called me to reschedule my repair for July 2nd 2025. On July 1st 2025 they have again called me to reschedule my repair for July 11th, 2025. I am fialing this complaint because I feel that I am getting the runaround.
Business Response
Date: 07/03/2025
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
The service appointment to replace the siding on your home is scheduled for 7/7/2025. The service has not been rescheduled from that date and Power intends to perform this service on 7/7/2025 as planned. On 7/1/2025, you reached out to Power to reschedule the service from 7/7/2025 to a later date. Power advised you that this is not necessary as the service is on the exterior of the home and can be performed even if you are not available at the home.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 07/07/2025
[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: 23545114

I am rejecting this response because:
Power Home Remodelling has once again rescheduled my 7/7/25 appointment to a later date. I have been rescheduled for Thursday 7/10/25 to have the repair done.
I fully expect a phone call before this new 7/10/25 date with some other lame excuse on why the fix must be rescheduled to a later date once again.
I do not trust Power Home Remodelling to keep their promises of a scheduled repair date. In my oppinion it is because Power Home Remodeling does not making any money on a repair job.
This is the 4th reschedule of a warranty repair. This is absolutely unacceptable.

Regards,

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

Business Response
Date: 07/11/2025
Good morning,
Powers Installation team was on-site on 7/10/2025 and completed the necessary repairs to the siding project completed at your home. We apologize for any inconvenience the delays in completing this repair may have caused but we are happy that we could complete them for you. If you have any questions or concerns 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: ***************
*****************************
Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Power installed new roof. While they were doing the install they bent one of our down spouts. A quality assurance manager stopped to check the work. we showed him the down spout. by this time the installers had cut the bent part off. making the down spout 2 feet shorter. **** ******* the **** } took pictures and told us to buy a new one and we would be reimbursed. they also broke the cover of our electrical outlet. **** set up a electrician to come and replace that. He never showed up. we called and spoke to a female office person. She had us email her the receipt for the down spout, which we did. she was very nice and told us about an easy fix for the electrical box. She said she would call us Tuesday to wrap up the whole thing. she never called.On the same day **** came he talked us into insulating our attic. we have no issues with that part of the job. I just want my money for the down spout. date of roof install 05/16/25 , date we called the office 06/06/25,
Business Response
Date: 07/01/2025
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 $135 reimbursement for the damaged downspout has been processed through Powers **************************** and a check in that amount has been issued. Receiving the check in the mail may take up to 7-10 business days and it will arrive in an unmarked, white envelope so please do not confuse it for junk mail. If you do not receive the reimbursement check in the mail by 7/17/2025 please reach out to Powers *************************** at the phone number below to let us know.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Initial Complaint
Date:06/30/2025
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.
My wife, ***** ****, had expensive windows installed with a lifetime warranty in July of 2021. One of the windows continues to leak, after having 5 different installers from Power come take a look over the last couple of years. Twice 2 different installers said it was an incorrect sash size. The sash was replaced twice. One time we were told it was the incorrect size. That didn't stop the leak. Another time a 'senior' install came out, said that the window wasn't installed correctly and caulked the replaced window. That has also failed. The last time I called, sometime around 8 months ago, no one answered and I left a message to call back. No one did. We are now coming up upon the rainy season and are starting to experience interior wall damage. We want the window fixed properly. Power boasts of a lifetime warranty to make it right for the duration of the home ownership.The Tampa extension for the main number *************) is x6653. I can produce all paperwork on the job, along with photos and videos of the leaking and damage. We expect the window to be correctly repaired, or the remaining balance due on our payment plan to be cancelled.
Business Response
Date: 06/30/2025
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Power's local installation office in ***** has been in contact with you with regard to the windows concerns at the home and has scheduled a service appointment with you for 7/3/2025 to have the windows addressed. We look forward to having everything resolved for you soon.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 07/02/2025
Yes, an appointment has been scheduled for July 3rd, 2025. We will wait to see if it is in fact properly installed this time.
Customer Answer
Date: 07/12/2025
Good afternoon. After filing this complaint, the company finally stepped up and properly resolved the issue. The original installation evidently used weak plastic trim that did not properly seal the windows and over time resulted in one window leaking badly during moderate to heavy rain. The Power team showed up as scheduled and replaced all 8 window seals with aluminum strips and proper caulking. Great job to the team that did the work!
Initial Complaint
Date:06/28/2025
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 just completed the installation of windows in my home in March of 2025. I found out today while trying to clean the windows that one of them is defective as it will not tilt in for cleaning. I called Power for service and they told me the third week of October 2025 someone could be out. That is almost four months. The window is three months old. They are super quick to install but if there is a service issue you wait months. This is not the first service issue I have had with Power. They always say they are aware of the service issue but do nothing to correct them.
Business Response
Date: 07/03/2025
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 been in contact with you with regard to the concerns with the window installation completed at your home and a service is currently scheduled to have those concerns addressed at the earliest available date and time. Should an earlier appointment become available, a Power representative will be in contact with you to make alternative arrangements. We appreciate your patience and look forward to having everything resolved for you soon.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 07/03/2025
[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: 23531420

I am rejecting this response because: It should not take three months to have a service technician come to my home as the windows were just installed in March of 2025. The fact that the one window will not tilt in shows me that the installer did not follow up the installation by testing all operational aspects of the window. Power Home Remodeling is quick to install and complete the purchase but extremely poor at service. The first project I did with Power (Five windows) they sent a Quality Installation Manager to inspect the first job. That was a front to get me to purchase additional windows which I did **************************************************************************** the last project. We have spent close to $30K and should be provided better service. This is why i will not accept there response.
Regards,

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

Business Response
Date: 07/04/2025
Good morning,
As previously stated, the date and time of your current service appointment is the earliest available. Should an earlier appointment become available a Power representative will be in contact with you to make alternative arrangements. We apologize for any inconvenience the window concerns may be causing you and look forward to having those concerns resolved soon.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 07/07/2025
[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: 23531420

I am rejecting this response because:

As stated it should take three months for service on a window that was installed in March. Also product was not properly tested for all operations of the window. Where is the Quality Installation Manager ****** **** she or anyone else showed up to inspect.
Regards,

********* **********
Initial Complaint
Date:06/26/2025
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, shutters, and doors in 2014 and were sold to based upon a lifetime warrantee for labor and parts for all the components (screens, windows, frames, sweeps, etc.), regardless of what may have caused the failure or damage. I assumed that the premium price was for the peace of mind that so long as I owned the home, I would have ease of repair. Furthermore, I assumed that the quality would be sufficient that I wouldn't need much. We have struggled with cracking frames, failed window seals and screens, broken door k**** with flaking chrome, failing weather stripping/sweeps, stuck locks, etc. Some of the items detailed have been repaired (5 replaced window sashes). I have called numerous times, sent letters and emails, provided pictures, and spoken to customer service, repair and sales staff about our concerns. This has generally not resulted in repairs or replacements without constant follow up on my part. As of my last encounter with a repair person, I was pleased with his responsiveness to my concerns and hoped I might get things affectively resolved. However, I received a call several days later stating that I would need to "pay" for new frames as our old windows were not longer being made by the manufacturer and they they had to replace "same with same". I was additionally told that the color of the vinyl wouldn't likely be "exactly" the same with a "blue-white" coloring. I tried to clarify. The lifetime warrantee I purchased only covered replacement "if the manufacturer didn't stop making the same windows?" Otherwise, I would have to purchase new windows with the same poor craftmanship, poor customer services, and likelihood of needing to re-purchased again in 5-10 years when those stopped being made? The representative would only confirm that they would be warrantied similarly. I am requesting a full refund of all doors and windows, so that we can uncouple ourselves from this "lifetime" nightmare scenario.
Business Response
Date: 07/03/2025
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 lifetime guarantees provided to you for the window projects completed at your home consist of a product warranty and a labor warranty. Power, as the installing dealer, provides the labor warranty. The product warranty is offered through the manufacturer, not Power. Power does not manufacture windows and instead is partnered with several window manufacturers who offer warranties for the products, much like a car warranty is offered by the vehicle manufacturer and not the dealership from which you bought the car. The manufacturer of your windows, ***************************, is both no longer producing the line of window that was installed in your home and is under new ownership and that ownership group has made the decision to no longer honor the product warranty associated with your windows. This was not a decision that Power had a hand in, nor is it one that Power supports, however as the provider of the warranty it is their prerogative to do so under the terms of the warranty as they are written.

Because the product warranty is no longer in effect, Power incurs a cost when ordering replacement parts for your windows. Whereas the replacement parts would have been free under warranty in the past and therefore no cost would have been passed on to you, now Power does incur a cost. In an effort to mitigate the downstream effect of this change to Powers customers, ********************** has elected to absorb some of this cost and is only charging a portion of the product cost to you, the homeowner. That cost is outlined in the quote that your received from a Power representative on 6/24/2025 and that quote is good for thirty days. Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost. Unfortunately, there is no warranty on the entry doors anymore. Power will continue to service the entry doors to the best of Powers ability but with limited availability of parts there are certain instances in which Power will be unable to assist you with the entry doors.

Thank you,

?**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 07/07/2025
[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: 23521803

I am rejecting this response because:
I know you are duly aware that many of the defective concerns were brought to Power Home Remodeling's (***) attention as the adjudicating entity well prior to this change ownership of *************************** (NBP) and the change in the terms of their warrantee. Years before, in fact. I have attached the more recent of the correspondences sent and I am in receipt of multiple earlier dated emails to your customer services representatives that amounted to little improvement in this process. I was notified that our case for requested warrantee services was "closed" despite their being no records of what was completed on that list. Additionally, there are internal email records from one of your maintenance staff showing that that a similar set of concerns needed addressed, which similarly was dead-ended in what appears to be a deferment of your contractual obligations to us. We were sold to by one of ***'s sales representatives that we had a lifetime warrantee on both maintenance and products. As ***'s representative provided this guarantee, we do not believe that *** can absolve themselves of their role in this debacle by simply saying that you bear some of the additional costs. In purely financial terms, the amount of money involved from our end as the customer to fix this concern is far more deleterious to our level of income and assets that to the miniscule dollars that *** would have to absorb. Moreover, as the representative providing "quality" products and services, the moment that it was clear that *** was not longer honoring their financial obligations to it's customers (*** and us), it stands to reason that a proactive business would have notified all affected *** customers of this egregious act and cease doing business with said entity. It is clear through multiple online platforms that *** has taken a lackadaisical approach, waiting for their customers to realize they have been duped. I am further aware that the *** sales verbiage has not changed. I know that *** sales representatives are not stating "Its a lifetime warrantee, but only so long as the ownershipof the manufacturer doesn't change or doesn't go out of business."

Regards,

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

Business Response
Date: 07/09/2025
Good morning,
As previously stated, the guarantor of the product warranty is no longer manufacturing the window installed in your home and is no longer honoring the product warranty for the windows in your home. Power has, at it's own cost, developed a solution with Powers manufacturing partners that will remedy the concerns you have with your window project and is heavily subsidizing the cost for you. Replacement window sashes for your home will be $180 each through Power Home Remodeling. It is your prerogative if you wish to seek another form of remedy through the manufacturer directly or through a third party.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
Customer Answer
Date: 07/13/2025
[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: 23521803

I am rejecting this response because:

I am dismayed by the stonewalling approach in your response. I am sure I am not the first to try to deal with this and definitely not the last. Even the initial response to our complaint rings hollow. As of this writing, there were 269 posted complaints and all of them start with the same four-line form-letter response that you are concerned, care, apologize and take seriously the feedback that has been provided. However, I am unclear how you do so by responding to all of your customers without once customizing your open statements. While I do not know the total numbers of complaints filed, the BBB website states it's only positing one of every 10 complaints due to the large volume, which likely means ***** complaints may have been filed. It is my hope that the BBB takes this into serious consideration in its process.
As a business who cares and takes feedback seriously, I do expect that you will address the following for your current and new customers:
1. What will be your better business practice for notifying your currently warrantied customers that they no longer have a lifetime product warranty?
2. What is the actual dollar value of your heavily subsidized cost to your company to offset this loss?
3. What are your sale personnel required to tell new customers about product warrantees' loopholes that they continue to sell to new customers?
4. What is your websites posted stance on doing business with *************************************** (****)?
For us specifically:
1. As you are aware, **** has clearly stated that warrantee adjudication of products sold by contractors must be communicated to the installation contactor to access the warranty, not by us contacting them directly (this is similarly true of the hardware installed). As you were in receipt of those concerns years before ***** warranty changed, failing to uphold your labor warrantee, how will you be providing us with a solution to address that failure?
2. If you have investigated this personally, then you know that the labor warrantee was not followed within a reasonable period of time after having received the claim and *** is liable for not following their own legal policy. As such, why isnt our request for a refund reasonable under these circumstances?
3. Given the vinyl color discrepancy between prior and new products, how will you heavily subsidize the loss of value to our home by mismatched windows and doors throughout our home?
4. What has your company done to address the dozens of PHR staff to which we addressed our concerns, that did little to remedy these problems at the time they were reported and how is it correcting internal policies and procedures to prevent the same from happening again?
5. Given that there are security concerns (jammed locking hook) of one door and safety concerns (doors will not open), how will you ensure our continued safety in our home while this claim proceeds?
Regards,

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

Business Response
Date: 07/14/2025
Good morning,
Power understands your concern and displeasure with the state of your product warranty due to changes of the business structure and ownership of Northeast Building Products. We would like to remind you that Power has never provided a product warranty for any of the products Power installs and that the changes to the coverage you are experiencing are directly related to changes at Northeast Building Products. It was not a decision that Power made nor is it a decision Power supports. In response, Power has done everything it can to a) provide a solution for it's customers where one would not exist otherwise, and b) subsidize the cost of that solution for Powers customers as much as possible. ********************** has explained the process through which you may take advantage of that solution and at what cost this solution will be provided. That is all of the information that is pertinent to your window project and your current service concern and all of the information that can be provided.
If you wish to move forward with the replacement window sashes for your home at the price provided, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************

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