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

904 total complaints in the last 3 years.
248 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
August 2023 I paid this company to side and roof my home. During this remodeling they replaced a false chimney and during this replacement they damaged it so it can't be used. An animal got in through the chimney and I called a chimney repair person who informed me of the damage. I called the "Power Company" and they denied replacing the chimney. I didn't know they had replaced the chimney until I saw the old one in their dumpster. They never informed me they were going to replace it and I assumed that it was necessary. I called several people at the company and they all denied the replacement. I had the chimney man come back and verify it was a new chimney and he again took pictures of the new chimney and the damage. The company says they don't know who put the chimney on, and they are just trying to deny it so they don't have to deal with the repair. They will not send anyone out to look at the chimney and refuse to cooperate in any manner. Everyone I talked to seemed to be reading off the notes of the first person I talked to and just parroted their remarks. They want me to contact the contractor who did the work and they refuse to admit it was their company. The company I called to check the chimney was "******* Chimney" ************* and the man who came to check the chimney both times was a "***********************".There was no other company involved in this project unless the "Power Company" contracted with them.
Business Response
Date: 06/14/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Power has acknowledged that it installed the faux chimney as part of the roofing installation and has spoken with you in regard to the concerns with it. You have not asked Power to service the chimney and on 5/30/2024 Power requested documentation from your contractor outlining the costs to repair the chimney pipe. To date, Power has not received this documentation. Power will not be able to reimburse you for any costs related to the faux chimney or the chimney pipe without this estimate or invoice. Once you have this and send it to the address provided a Power representative will be in contact with you.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Initial Complaint
Date:05/27/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
New roof install April 2024, $21,000 I called and cancelled installation and they sent the original sales rep out to sign cancellation paperwork sales rep was obviously angry and told me I was screwed because power home remodeling was going to *** me for 25% of the service agreement because I was cancelling past the 72 hr rescission period and they have good lawyers and they will get there money so I may as well get the new roof as not to be out $5000 for nothing. I felt coerced and Im still not sure if what he said to me is true. My friends and family are outraged and I was told to file a complaint with BBB.
Business Response
Date: 06/03/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
The terms of Powers contacts are outlined in the signed sales agreement, which is attached to this response. You entered into an agreement with Power Home Remodeling on 3/15/2024 and on 3/22/2024, outside of the 3-day rescission period in which you can cancel the project without penalty, you reached out to Power to cancel the project. A Power Remodeling Consultant returned to the home, amended terms and pricing were agreed upon and the roofing project was completed on 4/10/2024.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Initial Complaint
Date:05/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed a contract to have a new roof installed. The project manager was scheduled for 4pm. He arrived at 305pm. Called to ask permission to enter the property early. No permission was given whatsoever. ******* took it upon himself to set up his ladder in my backyard and proceed with his "inspection". I have all of this on security camera footage. When my husband arrived home he witnessed ******* on top of the ladder peering through our bedroom window. At this time my 16 year old daughter was home alone. My husband asked him to remove himself from our property. We called the company right away & they offered 200$ off the project. We didn't want this but wanted to speak with someone about what happened. They agreed to send out the original gentleman who was very nice and we agreed. He was "scheduled " to come out the following day at 5pm. I myself canceled plans with my older daughter to accommodate this new meeting. We waited until 540pm with no one showing up. Called customer service and was told our project was canceled. I never signed nor agreed to that. We also were never informed of the cancelation of either the meeting or canceled contract. Called today and was informed our information has been "wiped" from the system. I'm appalled by how fast this went bad as soon as we agreed to work with them and how presumptive ******* was. My daughter was in her bedroom at the time ******* was here and the police should have been called.
Business Response
Date: 06/03/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Powers Project Production Manager arrived on-site on 5/24/2024 as scheduled to perform the pre-installation inspection that is customary with any roofing project contracted for through Power Home Remodeling. Power's Project Production Manager had arrived a little early and attempted to contact you with regard to starting the inspection, which he did, and he was asked for stop and vacate the property before completing the inspection. A large discount or cancellation of the project was requested of Power, and in lieu of a large discount the project was cancelled as requested.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Initial Complaint
Date:05/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a bow window and the glass on all five panels have broken seals and film inside of windows. Filed for a warranty replacement in May 2022. Power Windows were scheduled to replace the panels on May 23 2024 and canceled that morning because they received the wrong windows and it could be another year. This is completely unacceptable.
Business Response
Date: 05/24/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
The replacement window sashes for your home were re-ordered this morning and are being given an expedited manufacturing lead time by your window manufacturer due to the manufacturing error with the first order. While Power does not have a concrete delivery date yet as the order was just placed today, we expect the replacement sashes to be delivered to Powers warehouse in ************ in 6-8 weeks. As soon as your replacement window sashes are on hand a Power representative will be in contact with you to schedule their replacement.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 05/31/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21755167

I am rejecting this response because:

Regards,

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

Customer Answer
Date: 06/22/2024
I received an email from *************************** of Power Windows on June 4th advising me that my windows would be replaced on June 18th. On june 18th the installer arrived and only had two sections of the bow window. He checked on the status of the other three sections and found that two had not been ordered. He told us all of the remaining windows would be installed by August 5, 2024. Over the last two years I have been told on many occasions that the windows were on order. Most recently by *********************** when he responed to the BBB complaint. On June 19th I sent an email to *************************** asking her about the status and as of this date I have no response at all.
I spoke with the office of my State ************** Rep ************************ if the windows are not installed by 8/2/24 we will file a case with the Pennsylvania State Attorney General.
Business Response
Date: 06/25/2024
Good morning,
As you have stated, the remaining window sashes for the bow window are scheduled to be installed on 8/5/2024. We look forward to having everything resolved for you then.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 08/05/2024
Although I was told the windows would be relpaced by 8/5/24, only one additional window was installed. There are still two windows not repaired.
***************************
Business Response
Date: 08/08/2024
Good morning,
The remaining window sashes that were reported to Power during the service on 6/18/2024 have not been completed or delivered to Power yet. As soon as they are available a Power representative will be in contact with you to schedule the replacement.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 08/08/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21755167

I am rejecting this response because: The windows have been both reported and ordered on many occasions over the last 2 years. That said, ***************** has truly been attentive and as a result three of the windows have been replaced. I will be more than happy to close the complaint when the last two windows are installed. I will relay on ******************* ability to do so on a timely manner.

Regards,

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

Business Response
Date: 08/09/2024
Good morning,
As soon as the replacement window sashes are manufactured and delivered to Power's local installation office a representative will be in contact with you to schedule their replacement.
We appreciate your patience and look forward to having this resolved soon.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 08/20/2024
I have been told that the last two windows would be installed. I am waiting to see if that happens.
thank you,
************************;
Initial Complaint
Date:05/22/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had Power, formerly Power Home Remodeling, install my windows about 10 years ago. On May 3, 2021 I called the warrantee department to inform them that my window was dirty between the panels. They informed me that this happens when the seal is not tight and told me that they would replace the window. This was happening with another window as well which has already been replaced. When I call every 2 months, the warrantee department is very friendly. Each time, they "look into the status of the order" and each time I am told that "it has not arrived at the warehouse but they have put a rush on it." I am told that I "should be receiving a call soon" when it has arrived. I am told that they cannot give me a promise date but assure me it wont be much longer and that things are moving more quickly now. I understand the delay due to covid and an apparent change in vendors. I am feeling as though 3 years is an excessive amount of time to be waiting on a product that has a guarantee on it for life. I have gone over three years with a filthy looking window and while I am assured that it will be happening soon, I am no longer confident that I will see that window any time in the near future. I called recently and got the same speech. I am looking to move forward in an effort to get my window replaced since the company is not following through.
Business Response
Date: 05/28/2024
Good afternoon,

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

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

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

Thank you,

***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.com
Customer Answer
Date: 06/07/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I look forward to receiving our window this summer after the long wait. While we understand the challenges, we hope the company is able to follow through with the warranty request in a timely manner. I will maintain contact with the company to inquire about shipping and installation status.

Regards,

***********************
Initial Complaint
Date:05/22/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Post installation the business promised to return to the house to do a walkthrough and review all of the construction but has not. I have emailed and called the company multiple times and have been told they'll call me back or ignored for over a month now.
Business Response
Date: 05/28/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Power Home Remodeling does post-install inspections on many of the projects Power sells and installs, however a post-install inspection is not something that Power is staffed to be able to perform at every one of Powers projects and is not a condition of completing the remodeling agreement. Power has spoken with someone at the home with respect to the recent window installation and no concerns with the product or the installation have been brought to a Power representatives attention. If you have specific concerns that you would like 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: ***************
PowerHRG.com
Customer Answer
Date: 05/30/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21745237

I am rejecting this response because: Upon completion of the service I called the business multiple times and did flag condensation in one of the windows. My messages and calls were ignored by the company for weeks. I would like someone to come to the home and inspect the windows and the issues I flagged.

Regards,

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

Business Response
Date: 06/10/2024
Good morning,
Power *************************** have attempted to reach you in regard to scheduling a service appointment for the concerns outlined and has not received a return call as of this writing. If you still wish to have this appointment scheduled 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: ***************
PowerHRG.com
Customer Answer
Date: 06/10/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21745237

I am rejecting this response because: I have called the business numerous times and have left numerous emails each being told that I would be contacted by a representative from my area. Attached is a screenshot of my multiple unanswered emails. I will call the business again but my stance still stands on the poor customer support and saying that I haven't tried to contact the company is a blatant lie to push blame the company has no regard for customers time once they've received payment.

Regards,

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

Business Response
Date: 06/13/2024
Good morning,
A Power representative has spoken with you and a final inspection of the window installation has been scheduled.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 06/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
Date:05/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Power Home Remodeling replaced all exterior windows on my house in 2015. They sold us on the Lifetime Warranty. However the window seals began to fail by 2019-2020. Due to the pandemic, I waited until January 27, 2021 before I filed a warranty claim for 4 windows that had failed seals. They sent someone out in 2021, 2022 and 2023 to take measurements - but they have not installed new window sashes. Now I have 8 windows with failed seals. Its always the same story, ***** month due to fictional material shortages. They told me in June 2022 and again in July 2023 that my windows were on order. In May 2024 they told me no windows are on order. None. So they offered to come out next month - to lie to me again that they will replace defective windows - but they never do.Ironically, in 2022 & 23 their sales reps rang my door bell to tried to sell me new windows. When asked, they told me installs are 6 weeks out. So if I give them another $20k they will install new windows in six weeks. I then tell these sales reps that I already have Power Home Remodeling Windows and I have been waiting for years for them to honor their warranty claim. They apologize, but even they likely know their company is not honorable. Their lifetime warranty claim is false advertising.After sharing my experiences with the attorney across the street, he told me this company is ripe for a class action lawsuit. Indeed, given 56 pages of complaints here on the BBB regarding Power Home Remodeling, I think that is the only recourse. Im tied of all the lies Ive been told for the past 3+ years.This company simply will NOT honor their written warranty nor will they replace tens of thousands of defective windows that Northeastern Building Supplies provided to them in the 201Xs. They have been in open breach of contract for years. Ive basically heard from their own workforce that they only care about generating new sales. Their old supply chain excuses are lies. Its just pathological greed.
Business Response
Date: 05/31/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Power Customer Support representatives have been in contact with you as recently as 5/22/22024 with regard to the defective window sashes in the home. At this time, a Power Installation Manager is scheduled to be on-site on 6/26/2024 to do a full inspection of the windows installed in the home in 2015 so that any sashes that need to be replaced can be cataloged, ordered and replaced. Additionally, instructions on how to properly identify and catalog the defective sashes have been sent to you in an effort to expedite the process, however to date no list has been provided to Power. As soon as the correct list of replacement sashes can be determined, replacement sashes for those windows will be placed on order with the original window manufacturer and will be provided and installed by Power as soon as they are available.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Initial Complaint
Date:05/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Contacted Power in April 2023 about issue with windows that have moisture in between panels. After several calls I was told their supplier was not honoring their product and I was told it would take up to 6 months to replace. Now after 12 months they tell me it could be ***** months I still have not heard anything from them about honoring their warranty
Business Response
Date: 05/22/2024
Good afternoon,

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

The replacement window sash order for your home was placed with one of Powers window manufacturing partners and we are still waiting for the order to be completed and delivered. Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to. Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult. Additionally, as was already explained, the product warranty is offered through the original manufacturer, not Power, and your original window manufacturer is no longer honoring the warranties on the products they produced. Therefore, there is no product warranty on the windows installed in your home and Power has been working to source replacement parts and materials suitable for the different window lines it has installed so that Power can continue to service your windows at Powers expense, not yours. It is for these reasons that the order for the replacement sashes is taking so long to arrive at our local installation office in ******** While we continue to work diligently with all of our manufacturing partners to reduce lead times on manufactured goods as much as possible, we must in the meantime follow the current best guidance that Power is provided on expected lead times.

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

Thank you,

***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.com
Initial Complaint
Date:05/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I hired Power to install a new roof on my home. The roof has leaked excessively in the same spot. I gave Power plenty of opportunities to repair the roof. Each time they cam out they said the roof was fine and did nothing to fix it. I eventually hired a different roofer to repair the leak. They said the roof was not installed properly and they left a huge opening in the roof. My contract with Power included repairing the wood and structure of the roof. This was not done properly. My living room ceiling is ruined because of the poor installation and I have to pay a different roofer to fix the work Power did not do.There were other issued with the install such as loose siding and a blocked drain plug which lead to other damanges.
Business Response
Date: 05/20/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
The photo provided is not representative of the condition the home was left in after Power Home Remodeling completed your roof in 2017. Power Installation Managers had been on-site multiple times, starting when the concern was initially reported at the end of 2023, and have explained each time that the source of the leak is not the roof. There is a lower section of roof and an upper section of roof. The latter comes down from the peak of the home and intersects with the lower section. The area in question is not a section of the roof but it is the fascia board and siding where these two sections come together, neither of which were installed by Power or were contracted to be done with the roofing project. The fascia board and the adjacent wood sheathing behind the siding has rotted away, which means there is no longer anything to attach step flashing or underlayment to. The properly waterproof the roof, from the outside layer to the inside layer you should see fascia capping, step flashing, trim board, and then the roofing structure. In the absence of the trim board and fascia capping the area can not be properly waterproofed anymore. This condition has worsened since 2017 when the roof was installed and the quote you have provided for repair is to replace that trim board and capping. Again, that trim board and capping was not installed by Power and therefore is not covered under any Power warranty. That repair work and the subsequent repairs to the interior of the home are not Powers responsibility.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 05/23/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21734778

I am rejecting this response because: Thank you for the response. There are a couple of inconsistencies with the explanation. First, I do not have pictures of the location when the roof was installed because I did not think it would be a problem, therefore I can only submit pictures from when it became a problem. Second this has been an escalating and ongoing situation since the install date. The claim that this was first brought to Power's attention at the end of 2023 is not correct. I have repeatedly called for the past 7 years asking Power to address this specific location. It was only in 2023 that a competent power service rep properly assessed the situation and made me aware of what was happening.

My complaint is that the roof was installed on top of this deficiency and I wasn't made aware of the situation. The situation explained in the response must have existed when the roof was installed and if it rotted away it's because Power poorly installed their roof over this flaw. My contract with Power called for x pieces of wood to be used for roof repair which could have been used when the roof was off. At the very minimum they should have made me aware of the conditions so they can be addressed. Power failed in this regard. Since I entrusted their expertise in roofing they should have either handled the situation or told me about it instead of just covering it up.

For what it's worth it only took a proper roofer 30 minutes to remedy the situation and the bulk of the cost was for supplies I had already purchased from Power, so if handled properly at the start this would not have been a big deal. Power's negligence turned this into a far bigger and more expensive problem than it needed to be.

Regards,

*****************
Initial Complaint
Date:05/16/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
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Had 2 people knock on my door. I answered and they said they were from Power and in the area recently doing some siding work and noticed I had similar siding and would I be interested in a free estimate. I replied no not interested. They asked why and I said just not interested. They would not leave and kept asking questions: what is your name, what is your dogs name, how long have you lived in the area, are you from here, what made you choose this area when buying your home, how do you feel about the growth in the area. I finally said I am done and had to close the door.
Business Response
Date: 05/30/2024
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Power has added you to their National Do Not Knock list. This change may take up to 72hrs to go into effect, at which time Power's local sales and marketing teams will no longer visit your home to discuss current sales promotions whenever Power is performing work in the area.
Thank you,
***********************
Director of Customer Support
********************** Home **********************
O: ***************
PowerHRG.com
Customer Answer
Date: 06/06/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

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Power Home Remodeling Group, LLC is BBB Accredited.