Complaints

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

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  Power Home Remodeling Group, LLC

  2501 Seaport Dr Fl 4 Chester, PA 19013-2249

  
• 

  Power Home Remodeling

  7701 Metropolis Dr Bldg 12 Austin, TX 78744-3125

  
• 

  Power Home Remodeling Group, LLC

  4135 Crescent Park Dr Riverview, FL 33578

  
• 

  Power Home Remodeling Group, LLC

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

  
• 

  Power Home Remodeling Group, LLC

  1325 Cherrington Pkwy Suite 300 Coraopolis, PA 15108

  

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:06/09/2025

  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 windows for our entire home from power windows with a lifetime warranty. We called to get repairs on 2 of our windows and have been told they are no longer honoring the warranty because the manufacturer is not available to support it. They want us to pay. This is a scam and rip off. Worse company ever.

  

  Business Response

  Date: 06/23/2025

  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 6/10/2025 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: 06/24/2025

  [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: 23445852
  
  I am rejecting this response because: this is not acceptable.  We were lead to believe from our salesperson ***** that you manufactured the windows.  That is why we did not go with ******** or pella and we would have.  We want these windows replaced by power at their cost.  
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/27/2025

  Good morning,

  As part of the sales presentation while Powers Remodeling Consultant was in your home, the relationship between Power and it's manufacturing partners, specifically Powers window manufacturing partner at the time, ***************************, is reviewed.  Additionally, the warranty paperwork marks a clear delineation between the product warranty and labor warranty, as the product warranty paperwork comes from and is branded by ****************** Products and the labor warranty paperwork comes from and is branded by Power Home Remodeling.

  Power has done everything it can to subsidize the cost of the replacement window sashes for your project.  The cost of a typical window sash replacement for your windows, provided that the original window sash was available, would be in excess of $500 per sash.  Power and it's partners have been able to reduce that price to the $180 figure that you were provided.  Power will not be able to reduce that cost any further.  If you wish to move forward with the window sash replacement at the price you were provided, 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: 07/07/2025

  I am not satisfied with the response.  As mentioned the power sales person told us that power made and owned the window company and the install company.  This is why we signed the agreement with them.   I was out of the country on business last week and could not respond until today.

• Initial Complaint

  Date:06/09/2025

  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.

  Power Homes came to our door in November 2024 and gave us a quote for a new roof. We decided to go with them, and they installed both the roof and gutters in December. We chose their higher-cost option because it came with a 50-year warranty. They also assured us the gutters would only need cleaning once or twice a year. They were supposed to be larger and better equipped to handle the heavy rain and abundant tree debris we get here in ************ all sounded great until the rain actually came.Since installation, Ive had to go outside during nearly every thunderstorm, often in the middle of the night, to clear out clogged downspouts just to prevent water from entering our home. They came out a few times to inspect the system and told us everything was fine. After about the fifth time of doing this, I pushed for a better solution. Their response? I could either purchase aftermarket products and hope for the best, or pay someone else to install entirely new gutters.The product they promised not only failed to perform as advertised it has caused more water issues than we ever had before. And now, instead of standing behind their work, theyre leaving us to deal with the consequences and pay out of pocket to fix it.

  

  Business Response

  Date: 06/13/2025

  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 gutter system does not include gutter protection and Power does not offer any kind if gutter protection system.  Powers gutters are wider and deeper that most gutter systems on the market and the added width and depth allows debris that may build up into the gutter to flow more easily towards the downspout and wash itself away in heavier rainfalls.  However, Power does not guarantee that the gutters will not clog and you will not find such a guarantee in any of the project related paperwork or warranty coverage you were provided with your project.  With that said, Power is returning to the home on 6/25/2025 to install a gutter protection system on your gutters free of charge.  This is not a Power product, this is not an offering that Power supplies, and this gutter protection does not carry any warranty coverage through Power.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 06/18/2025

  I am thankful they will be putting the gutter guards on, and it is the very least they could do. The response sent was quite rude and made it seem like it was my problem, not an issue with false advertising. I never expected them to "never get clogged, It happened once and I just cleared it and moved on, only after the 4th time in a row of storms did I decide it was no longer just a freak accident and an issue with the product. As I had stated to them on the phone and my complaint this is not an issue we have ever had in the past and nothing else has changed. I will not be blamed for a wrongly advertised product. My only fault is making a purchase from a door to door salesman.

  None the less, they have made a reasonable attempt to rectify the situation, and as I will be moving soon I will leave any further issues to the next owner.

• Initial Complaint

  Date:06/09/2025

  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 purchase those Windows for the house, The company said that there are lifetime warranties.I called for some bad windows, not only the lady was rude to me, but she also said they do not produce those windows anymore and i will have to pay for replacement. When i told them those windows are lifetime warranty, she said they did not know the company who made the windows will not make them anymore, and i have to pay. When i told her that wasn't the information you gave me when purchasing the windows, she said sorry about that.

  

  Business Response

  Date: 06/13/2025

  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 6/9/2025 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: ***************
  *****************************
  

• Initial Complaint

  Date:06/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with roofing work to be done and provided them with my BofA ACH/routing number topay for 1/3 of estimated work done. This was done on 5/24/25, two days later a called to cancel contract (materials had not been delivered yet), and I called my bank to stop transfer of money because the withdrawl from my checking account had not occured yet. Unfortunately, the money did get transferred later that day. I had called PowerHRG to cancel the work and get my $8,365.00 refunded. On 05/28/2025 the sales representative stopped by my house to sign to have work cancelled. His name is ****** *********. He told me it should take 5 yo 7 days for money to be refunded to by bank. I have not seen the money yet, and when I call them they say this matter is with HQ and they are looking into it.

  

  Business Response

  Date: 06/10/2025

  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 *************************** was in contact with you today, 6/10/2025, and confirmed that the funds have already been reversed and appear in your account.  ********************** has also confirmed that the roofing project was been cancelled.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 06/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  
  

• Initial Complaint

  Date:06/06/2025

  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 Home Remodeling installed a damaged and faulty window in my home in 2024. This window was a replacement for an already faulty window that was installed back in 2019. I called Power a couple months later when I realized the horrible shape it was in and put in the order for the window to be replaced again. Over the next months I also spoke to the multiple installers who came into my house to replace other faulty windows that Power had put in in 2019. All assured me that the order was in for it to be replaced, and were very apologetic that something like that would even be installed in the first place. Pictures were taken and things were typed into iPads. If I remember correctly, I even called Power a second time to follow up. I had no reason to think it wasnt being taken care of. I called Power today to follow up after months of hearing nothing. I waited months because that is how long it has taken them to replace my other faulty windows. I was told that there is no record of me talking to anyone about that window. No order was ever put in. And since the window is discontinued the warranty doesnt fully cover a new window and I have to pay $180 if I want a replacement. I have not had to pay anything for any of my other faulty windows to be replaced. The other ones became damaged over time, but this one was installed in horrible shape in the first place. The pictures show the shape the window was in when they installed it.

  

  Business Response

  Date: 06/09/2025

  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.
  
  The 4 replacement sashes that were originally requested were installed on 6/28/2024 and on 9/19/2024.  After the 9/19/2024 service, there were no outstanding replacement sashes on order for your window project, no additional window issues were observed by Powers Installation Manager while on-site, and no additional concerns with the projects completed at your home by Power were brought up.

  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 3/28/2025 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: 06/11/2025

  [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: 23435698
  
  I am rejecting this response because:
  I spoke to multiple people on the phone and in person about this window. It was looked at in person by both men who came into my home to replace other windows. Both men looked at the window, agreed that it was ridiculous that this window was installed in my house in the first place because of the shape it was in. They both assured me that the window information was put into the system to be replaced. I cannot understand why it would be my fault that 1. Power installed a faulty product in the first (and second) place and 2. Power somehow lost all of the communication that I have had with multiple people. It should not be on me to pay for any of it when it is to replace not one, but two faulty windows that Power installed in that spot on my house. I have already paid for this master bedroom window but have yet to have one installed in this spot that actually works and doesnt have stuff growing in it! Give me the window that I paid for and have yet to see!
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/18/2025

  Good morning,
  
  The window installed in your home was not defective at the time of installation.  Over time, since the installation took place in 2017, the low-e coating has failed.  While this is a manufacturing defect, it is not indicative of an issue with the window at the time of installation, only occurs in a very small percentage of windows that Power has installed, and means there there is nothing growing in it. The cost to manufacture, ship, warehouse, deliver and install a replacement sash in your home prior to Northeast Building Products termination of the warranty coverage was in excess of $500.  While the cost to the end consumer was free under the terms of the now-defunct warranty agreement, that was the cost to Power and *************************** and that would be the cost to the end consumer if *************************** could still provide a replacement sash for your home.  In lieu of this, Power has co-developed a replacement sash option for your home that otherwise would not exist.  In other words, without doing so, you would have no option to have the window repaired or replaced.  Furthermore, the cost of manufacturing, shipping, warehousing, delivering and installing this replacement window sash is only $180, far less than any alternative you will find.
  
  If you wish to move forward with the replacement sash service at the quoted price, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.  Unfortunately, there is no other remedy available.
  
  Thank you,
  **** *******

  ?Director of Customer Support?

  ********************** Home ********************** ?

  O: ***************?

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

  Customer Answer

  Date: 06/28/2025

  [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: 23435698
  
  I am rejecting this response because:
  

  The amount of stuff growing in this window is beyond what was growing in my other windows in the past. Maybe it wasnt in there when it was installed, but it was throughout the entire top sash within a couple months of installation. This is when I called Power about having the window replaced for the second time. According to Power, they lost all record of my multiple communications about this window. Also, I showed the window in the attached pictures, but maybe wasnt clear in my writing. The stuff growing in the window is not the only issue with this window. It is also covered in scratches and has stuff (insulation?) falling out of the top. I reattached the pictures so that you can clearly see. Along with the stuff growing, these were all things noticed within a couple months of installation.  Again, all I am looking for is what I paid for and have yet to see, a functioning window. How can you as a business ask a customer to pay more money for something that you still haven't given?  Throughout the 6 year process of getting windows and having most of them replaced for being faulty, Power has been nothing but helpful, friendly, and has done everything they can to get us the windows that we paid for.  And they always had record of what windows needed replacing, even through the pandemic when it took months to get windows replaced. It is unfortunate that this no longer seems to be the case for Power.

  At this time, the window is being taken care of, so I am no longer trying to get my window replaced from Power by these means.  I just want it on record that Power is still asking that I pay more money for a window that I already paid for, and that they never gave me. I can not accept that logic or their business ethics.
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/30/2025

  Good morning,

  Power has explained the cause of the issue you are experiencing with your windows, the current situation with the manufacturer of those windows, and what steps would be necessary in order for you to have the window addressed through Power.  Based on your response, you have elected to have it addressed another way.  If you change your mind in the future, 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:06/05/2025

  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.

  Windows purchased in ********* with a lifetime warranty, have been failing due to a defect in which the ** filtering applied to the inside of the glass is breaking down and causing a hazy look, discoloration, and spots that look like paint. Previously, Power replaced **************** 2020 and an additional 2 at no cost in 2022; now, as of 4/30/25 they are telling us our original window is no longer being made (the SL2700) and the replacement window costs are now $180 per window sash based on some agreement they have entered into with their supplier, a business cost to Power of which they are attempting to transfer to their consumers. We believe this action on their part is fraudulent based on the original sales agreement/contract. We now have an additional 16 windows that have gone bad. This transferred cost to us will be significant, and have further concerns that more windows will fail (we have already seen two more not yet reported) and it is likely all remaining windows will go bad. We feel they have breached the original contract and, by replacing the 15 windows in 2020 & *********************************************************** force. Our current dispute is $2,880 but we are expecting additional cost as the remaining windows will continue to fail.

  

  Business Response

  Date: 06/09/2025

  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.
  
  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 5/23/2025 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: ***************
  *****************************
  

• Initial Complaint

  Date:06/04/2025

  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.

  Damage done to the sidewall of the roof line (in the front of the house). Hole in the side of the house exposing the attic. We've been asking that this be repaired for almost a year with no response. We got the county permitting office involved and we met on site with the contractor back in April of this year and he promised me and the Permit Officer that the repairs would be made but nothing has still been done. If this doesn't work, we will be suing for damages. I also suffered a minor stroke because of stress related issues, including this issue.

  

  Business Response

  Date: 06/13/2025

  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 local installation office in *************** received your most recent communication in regard to the roofing project completed at your home and leadership from Powers local office has been in contact with you to offer two different solutions to your concerns.  Unfortunately, given the type of siding and the age of the siding on the home currently, any roofing contractor would need to cut back the siding shingles to properly flash the roof/wall intersections in order to install the roof properly and guarantee against leaks in the future.  ***** times, such as in this case, the siding can not be repaired or replaced after the roof flashing is installed.  When that is the case, the siding can be cut back further so that a decorative ********** can be installed to frame the roof/wall intersection around the home.  This ensures that the proper step flashing and apron flashing can be installed and is protected,while maintaining the integrity of the siding.  Power showed you photographic examples of this being completed at other homes Power has installed roofing on to give you an idea of what this will look like.  This is the best option, and Powers preferred way to move forward, but the two options provided are the only possibilities to remedy your concerns.  To date, Power has not heard back from you on how you would like to move forward.

  When you are ready to move forward to the repairs on the home, please contact Power's local installation office in *************** at the phone number provided and a Power representative will be happy to assist you.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************
  

• Initial Complaint

  Date:06/03/2025

  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.

  Power Home Remodeling installed 10 new windows and 1 sliding door in my home March ******* at a cost of $15,652.00. They told me I had a lifetime warranty on all the windows and doors. If the window breaks or the seal fails and the glass fogs up. They will replace the window at no charge. I did have a few windows over the years where the seal failed and the glass fogged up and they replaced them at no charge every time. Just recently I had another window where the seal failed and the window fogged up, but this time when I called them to replace it they told me they would have to charge me $130.00 per sash to replace it. I paid a lot of money for these windows because they had a lifetime warranty. I learned they don't use the same window company because I had them install other windows and it was a different company and now they have a better window company. I think they should still honor their warranty. I don't want to pay $130.00 per sash every time a seal fails. Can you help me with this? Let me know if you need any more information.Thank You ,***

  

  Business Response

  Date: 06/06/2025

  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 5/15/2025 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: 06/07/2025

  [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: 23415999
  
  I am rejecting this response because:

  I contracted with PowerHRG. I did not know I was also contracting with *************************** and they had the option of not honoring the lifetime warranty if they wanted to. Why is PowerHRG making this my problem? I think PowerHRG should replace all the windows they put in my home by ****************** Products because they are inferior and not worthy of a lifetime warranty. I paid for a lifetime warranty, not just windows. Maybe the Lemon Law should apply here.
  
  
  Regards,
  
  *** *********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/18/2025

  Good morning,

  During the in-home sales presentation when Power's Remodeling Consultant was on-site, the relationship between Power Home Remodeling and it's manufacturing partners is covered in detail and the specifics of the window being installed in your home are outlined.  The cost to manufacture, ship, warehouse, deliver and install a replacement sash in your home prior to Northeast Building Products termination of the warranty coverage was in excess of $500.  While the cost to the end consumer was free under the terms of the now-defunct warranty agreement, that was the cost to Power and Northeast Building Products and that would be the cost to the end consumer if *************************** could still provide a replacement sash for your home.  In lieu of this, Power has co-developed a replacement sash option for your home that otherwise would not exist.  In other words, without doing so, you would have no option to have the window repaired or replaced.  Furthermore, the cost of manufacturing, shipping, warehousing, delivering and installing this replacement window sash is only $180, far less than any alternative you will find.

  If you wish to move forward with the replacement sash service at the quoted price, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.  Unfortunately, there is no other remedy available.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************
  

  Customer Answer

  Date: 06/26/2025

  [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: 23415999
  
  I am rejecting this response because: I feel this is not fare. As I said before I was promised free lifetime replacement from Power. The windows are failing and I am stuck paying again for the windows. I think they should still replace any of my window that fail or give me my money back that I paid for the windows. 
  
  
  Regards,
  
  *** *********
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/27/2025

  What would you suggest I do now? I can't afford paying $180 every time a window sash fails. That's $360 per window. I appreciate your help.

  Thank You,

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

• Initial Complaint

  Date:06/03/2025

  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.

  **************** requested for siding repair in garage several months ago this year. Appt given for 6/3/2025 several months ago. Recover called on morning of appt 6/3 by power home remodeling stating technician called in sick and appt rescheduled for 8/21/2025. Contacted customer service with no earlier resolution. Company not honoring warranty service in timely manner.

  

  Business Response

  Date: 06/06/2025

  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.

  At this time, your service appointment to have the concerns with the siding project completed at your home addressed is scheduled for the earliest available date and time.  If an earlier appointment becomes available, a Power representative will be in contact with you to make alternative arrangements.  We apologize for rescheduling the initial appointment due to an unforeseen staffing issue, we know what an inconvenience this can be and we appreciate your understanding.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 06/06/2025

  [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: 23411706
  
  I am rejecting this response because:
  The response is the same generic response I received when I called customer service. It is unacceptable to obtain guaranteed warranty service that takes several months. The company should have contingency plans to deliver warranty service in a reasonable amount of time. This is something that has been guaranteed warranty service by the company powerHrG  please provide an earlier appt time for the warranty service even after it was rescheduled due to sick call. Thank you. 
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/18/2025

  Good morning,

  The service guaranteed by the warranty coverage associated with your project is scheduled to take place on 8/21/2025.  As outlined previously, this is still the earliest available date and time for your service.  We appreciate your patience and we look forward to having your siding concerns resolved for you soon.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************
  
  

• Initial Complaint

  Date:06/02/2025

  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 paid over $4,000 to Power Home Remodeling for a whole-house gutter system, which included a lifetime warranty guaranteeing the gutters would remain securely in place. Now, after contacting them for a repair, Power Home Remodeling is charging you $460.00 to fix the issue. I want the company to honor the lifetime warranty and repair the gutter free of charge. Their office is located at: *******************************************, phone # is **************.

  

  Business Response

  Date: 06/05/2025

  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 coverage provided with Power projects comes from two different warranties, a product warranty and a labor warranty.  The product warranty covers material defects with the product itself that can be traced back to manufacturing.  Powers labor warranty covers any installation related issues, such as improper installation.   After reviewing the concerns with the gutter project at your home, the downspout and downspout elbows were not damaged because of a material defect or a labor related issue and therefore the damage is not covered under either warranty.  Powers *************************** provided you with a price to have the necessary repairs made and if you wish to move forward with the repairs, please reach back 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: 06/05/2025

  [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: 23408962
  
  I reject your assessment regarding the gutter project at our home. Your company's sales representative explicitly promised us a lifetime warranty for these gutters, regardless of the situation. This blanket assurance directly contradicts your current claim that the damage to the downspout and downspout elbows isn't covered by either your product or labor warranty. We bought your product under the express understanding that this comprehensive lifetime warranty would protect our investment. Therefore, we expect you to cover the necessary repairs. We will not pay the price your *************************** quoted for these repairs.
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/06/2025

  Good morning,

  The "Lifetime" part of the lifetime warranty speaks directly to the length of the coverage.  In other words, the labor warranty does not expire after 5 years or 10 years, it is in effect for as long as you own the home.  The length of the coverage is different from what the warranty covers and what the warranty does not cover.  The Power labor warranty states very clearly what Power will cover under the lifetime labor warranty and what is not covered under the lifetime labor warranty and remains the responsibility of the homeowner.  A copy of Powers labor warranty is available on Powers website for you to review if you wish.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************