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 Group, LLC

  747 N Shepherd Dr Ste 800 Houston, TX 77007-1336

  
• 

  Power Home Remodeling

  7701 Metropolis Dr Bldg 12 Austin, TX 78744-3125

  
• 

  Power Home Remodeling, LLC

  7304 S Joliet St Ste 100 Centennial, CO 80112-4578

  
• 

  Power Home Remodeling Group, LLC

  12101 Tech Rd Silver Spring, MD 20904-1915

  

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:05/15/2024

  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.

  ******** came to door in August, 2023 and said they were installing new energy saving windows in neighborhood and clients were happy with price and quality of work and installation would result in energy savings and reduce cost of gas/electric bill which had been about $200 per month. Measurements for new windows were made and agreement was signed-$200 per month for approx. 7 years. Several weeks later an installation crew arrived. The supervisor made his measurements and told me the initial measurements were not accurate-he said he called his supervisor at the Power Home Remodeling *** and was told to go ahead and install the windows. While doing this work a portion of dry wall around one window was pulled away. The windows do not fit tightly around the frames and some of them will have extra motion horizontally when opening and closing them (unstable). We can feel air coming into home especially when wind is blowing. In stead of our gas/electric bill decreasing as they told us would occur, the bill over the past months has INCREASED from $200 to nearly $400 per month. I have called the company numerous times and was told that the problem would have to be discussed with the supervisor and that he would call me. He or she have not called. I want new accurately measured windows installed and I have been told that this company's charges of over $16,000 for 7 windows (paid in installments of $200 per month for 7 years) is excessive.

  

  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.

  A Power Installation Manager was on-site on 5/6/2024 and was able to observe a slight draft from the bottom of one window and Power had the installation team return on 5/11/2024 to re-do the exterior capping on the bottom of seven windows on 5/11/2024.  That resolved the only deficiency with the window installation itself and the windows are performing as intended.   Energy efficient windows are only one piece of making a home energy efficient.  Siding, doors, proper insulation, energy efficient appliances and more all factor into how energy efficient a home is and replacement windows, while still an upgrade over the original windows, can not make up the difference for all of those things.  Additionally, the cost of energy has a greater effect on utility bills and even though energy usage might be reduced, increased energy costs could still result in an increase in your energy costs. 

  Thank you,

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

  Customer Answer

  Date: 06/07/2024

          6-7-2024.      This company has been unreliable and has lied to you and to ***************************.  ***********************, a company rep. stated in writing that the company had completed repair work on approx 5-12-2024 on 7 windows at the home.  This was not done.   ******* has made repeated calls to company over past week. A rep. there by name of ***** last week told her crew would come by this past Saturday to perform repairs or adjustments.  A crew did arrive early Saturday 6-1-2024, looked at windows and told ******* they were busy that morning but would return later on that day and make repairs.  They did not return. ******* called company on Monday, 6-3-2024 and spoke to ***** asking why crew has not been to her home as promised. He in turn spoke to *****, apologized, and told ******* that a crew would be coming this Sunday June 9, 2024 to make repairs on the windows. (which is doubtful due to multiple unfulfilled promises made previously). Last week, another window installation company, ELITE, stopped by the home .  An installer named **** examined the work performed and stated it was not done properly, called the company and verified with them the poor work previously done by them.  He was kind enough to do some dry wall repair caused by careless work done during initial installation of the windows by this company.  This company so far has been a lot of talk without action.  We will notify you next week as to whether the company shows up Sunday as they promised.  

• Initial Complaint

  Date:05/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a sliding glass door and screen installed nearly a year ago. The screen door has a flaw keeping it from closing all the way and locking from the inside. Power came out to give an estimate on 2 front doors and ***************************** said he will see what they can do to fix the issue. Over 2 weeks and still no call from him or Power as to a resolution. This guy lied to my face and told me what I wanted to hear to try and make a sale. I will most likely not do any more business with Power home remodeling in the future because of this. They probably won't even reach out to me about this issue either. Also 2 screws on the inside handle were stripped on instalation and not changed out after telling them about it a year ago. They came out today 5-10-24 to look at our sliding screen and cut lines for what ever reason in the corner and did not mention anything about coming back and left without fixing his cuts he made. Very upset and not happy with Power go e remodeling. Contacted warranty division and we both sent the Tempe location an email and no response from them in the time frame given by her

  

  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.

  A Power Installation Manager was on-site on 5/23/2024 and the outstanding concerns with the sliding glass door screen door were resolved at that time.  No outstanding concerns were brought to Powers attention since that time.  If there is anything else you need Powers assistance with 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: 05/31/2024

  [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: 21708429
  
  I am rejecting this response because:
  I'm not happy with how the employee left my house and never came back that day to fix what he started. It's unacceptable and I shouldn't have waited over 7 days before they could come back out to finish. Also when your sales guy came out to give a quote for 2 front doors he took pictures of the stripped heads on the screws and noted screen door issue he said he would look into it and see what they could do. Come to find out he lied to my face because warranty division didn't hear anything. His name is *****************************. Please reach out to me yourself as to this issue. 
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/04/2024

  Good afternoon,

  Based on the initial complaint and the most recent response, the outstanding concerns with the recent installation at your home have been resolved.  We apologize for any delays in getting these repairs completed and any inconvenience this may have caused.  If there are additional concerns that Power has not yet been made aware of please feel free to reach out to Power's *************************** and an associate would be happy to assist you.

  Thank you,

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

  Customer Answer

  Date: 06/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21708429
  
  I am rejecting this response because:
   I don't accept that the install manager I emailed after your employee left his work at my house as unacceptable with excuses for why it was left as he didn't know to cover up his cuts with new caulk, or he forgot, and the lies from ****** at my house to make me feel like he cares and to make me feel good to get a sale. I feel your apology is only to look good through the BBB. You have not mentioned anyone being held accountable from this complaint as to ******, Install manager, and Employee involved in why I asked to have you back out to fix what he failed to do before he left my house. Yes the issue ws fixed but theres the professionalism of your employees i have an issue with. You have a customer bill of rights and even though this was a warranty issue several was violated. If you there is no acceptable outcome I would like the company owners email address and would like to see what he says about everything 

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

  
  

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has lied consistently about their manufactures and warranty. The customer service agents, *******, ******, ****, and I believe ******* have all lied and told me different stories about my issues. We had our work done in 2013, had bay windows replaced and two doors and all of the windows in the house. Since then, the paint has come off the door and when mentioned back in 2017 via email we received nothing. Since that point we had more important issues coming up regarding the locking mechanisms on the deadbolts and the windows. They push back service dates months out when you have a broken lock. Our windows have had mold in them for years now and nothing. Also in the beginning everything was word of mouth, they said lifetime warranty, nope its not. They tell you its a lifetime warranty and then they just give you a certificate about the warranty. Well then how come I have to pay for the paint kit which is 146 dollars. Then to be told well it only covers 5 years and not the lifetime warranty was a kick in the a** On top of that we had complained about it beforehand but other issues had come about and we were dealing with those first. Water comes in from the bottom of the doors, the lock they recently fixed is still loose and the best part is they told us oh we dont deal with that manufacturer anymore so we cant get the right parts thousands upon thousands of dollars and they treat their customers as if they paid for a 5 dollar service.

  

  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 representatives have been in contact with you in regard to the window and door concerns at the home and Power Installation Managers are scheduled to be on-site on 6/14/2024 and 6/18/2024 to address all of those outstanding concerns.  We look forward to having everything resolved for you then.

  Thank you,

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

  Customer Answer

  Date: 06/04/2024

  [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: 21705121
  
  I am rejecting this response because: those appointments took me months to get.  The window pane installation is going to happen after almost 3 years.  The door paint I still have to purchase even though we were told a lifetime warranty.  Also the paint issue happened in 2017 and we made a complaint via the site. Not to mention that every customer service rep I spoke to could not give me a straight answer 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/04/2024

  Good morning,

  The product warranties associated with your project are offered through the original window and door manufacturer.  Unfortunately, that manufacturer is out of business and therefore any associated product warranties are no longer valid.  With that in mind, Power is still servicing your project to the best of it's abilities, at Powers expense, with the materials available and will do so as scheduled.

  Thank you,

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

  Customer Answer

  Date: 06/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21705121
  
  I am rejecting this response because: you offered a lifetime warranty.  However you have stated that youre taking that back because the original manufacturer that your company went with doesnt offer a warranty.  Please explain how thats our problem when your company decided to go with another manufacturer without letting customers know.  Also, why did the company keep changing the warranty?  Its at first a lifetime warranty,  than certain parts changed to a few years because thats what was done.  However, you cannot tell a customer after they paid that the warranty isnt valid because the company no longer works with the manufacturer?  It makes no sense, also a true company doesnt need to go knocking on peoples doors after a natural disaster and sell them false material and windows that mold and cause issues within a cancer family.  My kid has had cancer and doesnt need air quality issues in the home because mold is growing.  Also how about not lying to homeowners that went through a natural disaster and tell them one thing but not give them a copy of what everything is covered.  The fact that your company needs salespeople knocking on doors for sales says a lot about your company.  My mother answered the door, and one of your people tried to sell her new windows and doors after stating ours look really bad big laugh because those doors and windows were installed by your company, same company as your salesperson 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/06/2024

  Well if you are going to fix everything under powers expense then why was I told to purchase the paint for the doors myself.  Also, your company still needs to honor the warranty.  Its not your company that went out of the business so why is it the customers problem to pay out of pocket, especially since from the beginning we were told a lifetime warranty.  The problem with your company is that everyone says something different and they are all unprofessional.  Its beyond outrageous at this point and I would like to be contacted so that as the director you can let me know who is paying for the paint for the door.

  

  Business Response

  Date: 06/10/2024

  Good morning,

  As previously stated, the product warranty is through the manufacturer and always has been.  Power can not offer a warranty on something that Power does not make.  Power as the dealer and installer extends you a lifetime labor warranty, which Power is still upholding.

  Thank you,

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

  Customer Answer

  Date: 06/11/2024

  [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: 21705121
  
  I am rejecting this response because:
  
  You stated it was a lifetime warranty and that even though the manufactures are no longer in business, you stated that power will be responsible for the warranty and the products.  However now you are stating its a lifetime labor warranty which you changed to state that.  Why then would your company lie and state lifetime warranty for everything? 
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/13/2024

  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.

  In September of 2023, I hired Power home remodeling Group to replace my roof, gutters, and front door to my primary residence. I paid $29,536.00 for all those services through a loan with the company. The reason I hired them was they advised if something is ruined or damaged during the process that they were licensed and insured/bonded. During tear off of the roof, they tore the power off my home causing an arc to my Fuse for my Air Conditioning and resulting in blowing the lines to the unit. they told me if wasn't their fault. who's fault is it then? I didn't pull the roof off my house, but the contractors you hired did. They advised I needed to get a quote, I did so, sent it to *************************** and nothing. No response, no "i got your quote", nothing. Now their insurance company won't file the claim for the repair. I will be sending another complaint about them next. I have attempted to file the claim twice now, no help. I am a single mom trying to keep my home safe and up to date, that costs money, lots of money that I have to work years to be able to afford. This is now looking like a "take advantage situation". I won't allow that to happen. The repair from the quote is about $3500, I should not be responsible for fixing the ** as I was not the one contracted to fix the roof. I hired this company from our home town festival where they were "approved" and I'm sure paid to be a vendor. I have also filed a complaint with the group that organizes the festival. Please help me resolve this issue with a NATIONAL company that uses ************* name to get people to trust them. I reached out to his foundation as well with no response - seems to be the way they all do things.

  

  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's local installation office in ******* was in contact with you on 5/14/2024 in regard to the damaged air conditioning unit after the roofing installation was completed.  Power has received one quote for repair to the air conditioner but had originally requested three.  Power was advised that you would acquire a second estimate as a point of comparison before approving reimbursement for the repair work.  Power does not sell, service or install HVAC equipment and can not repair it for you, which is why Power requested that you reach out to a local qualified contractor do so.  Power has not heard from you since the telephone conversation on 5/14.  If you have received additional estimates for the repair work, 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: ***************
  PowerHRG.com

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a claim in for replacement windows for broken seals that were honored although it took close to 2 years to complete. In the meantime we ordered new windows for the remaining half of the house. After being rescheduled because we were told the windows came in damaged, April 8, 2024 the installer showed up an hour early and installed the new windows. The following week we had a surpervisor come in and check the job. It was not done correctly and caulking was extremely sloppy. He scheduled a different installer to come and redo the same day replacement was coming May 10, 2024 to minimize the inconvenience. On the Power app it showed they would be here between 10:30-11:30. The one service man came and replaced the window. It wouldnt open for me and he got it open and explained that it wont easily open for a few weeks because we have vinyl frames and they need to adjust with the sun. We shall see if that is correct. I waited another hour after he left and I called the company and after checking they said there was a miscommunication and that appointment was canceled this morning. I said have them come now. We rearranged our schedule for this appointment. So I was transferred to another customer service. We had pretty much the same conversation and was told nobody is available today. Again where is the installer that as of this morning was coming today. He isnt available anymore for today but was informed that an appointment for Tuesday was made. I told her we rearranged our schedule for today and we are not available next week and I want this fixed today. This is totally unacceptable. We waited almost a month for this appointment. We also had gutters installed right after windows and the miscommunications are ridiculous. We have had 14 employees here starting with the replacements so far. I feel I really went with the wrong company and was overcharged with the service given. I tried to call the supervisor that set this up but of course hes unreachable.

  

  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's local installation office in ******* had been in touch with you to schedule a service appointment to address the outstanding concerns from the most recent window installation.  At the time of Powers last communication with you, you were unable to commit to a day or time for the service work to be performed and Power has not heard back from you regarding your availability to have the service performed.  If you are able to schedule an appointment to have the work performed, 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: ***************
  PowerHRG.com

  Customer Answer

  Date: 05/30/2024

  I did call Power to make an appointment. After about 10 minutes I was told first opening is Wednesday June 5. 2024. I accepted and asked what time. Well they cant give me a time because my job would be after an install and they dont have a schedule yet. I will be notified hopefully with a time closer to the date. 
  I know I sound crabby but this company doesnt realize people have other things both personal and medical to rearrange when making appointments. Previously Ive had two no shows and sincerely hope this doesnt happen again. Wish me luck! Needless to say, this should have never happened. When spending that kind of money the job should have been done right the first time. 

  Customer Answer

  Date: 06/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21696960
  
  I am rejecting this response because:
  
  The repairman came today checked the work and made a phone call. A few minutes later another guy came said his name is *** and hes the boss. The job was a lot worse than he realized and he apologized but hes going to have to order materials and theyre going to have to build a border inside and outside of the windows to fix this problem. Im having surgery next week so he said h*** schedule it for the following week. I was really hoping it would have been all done today. Of course as usual all your employees are very nice and respectful. Unfortunately that doesnt make up for the inconvenience. I did notify the finance company and request not to be billed until the job is done. 
  Also we were getting a black dust in our upstairs bathroom. The surpervisor that sold us the gutters, downspouts, facia, and ****** told us that that problem would be solved since he went in the attic and said the problem was because we didnt have enough vents which theyll put in. Guess what? Problem is not solved. 
  Im so disappointed with this experience and honestly cant believe how poorly the install was. 
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/13/2024

  Good morning,

  A Power Installation Manager was on-site and performed a thorough inspection of the property.  Power representatives are scheduled to return on 6/18/2024 and 7/2/2024 to complete the repairs in the home.  We appreciate your patience through this process and we look forward to having your concerns resolved for you shortly.

  Thank you,

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

  Customer Answer

  Date: 06/13/2024

  Yes it is true I received a call yesterday and an appointment has been set up to correct the messy installation job. It will be next Tuesday, June 18, 2024. The other appointment July 2,2024 is to replace 10 year old windows with seals broken that came in months ago in the wrong color under warranty . Looking forward to being done. 

  Customer Answer

  Date: 06/19/2024

  I would like to add an update. I had an appointment to have the new windows installation job fixed yesterday, June 18,2024. I got a call to confirm with another call about a half hour later cancelling because the man who was suppose to do the job had to leave town. Now its rescheduled for June 27, 2024. I dont see where this can be rated acceptable. Were over 4 months at this point for this job. Totally unacceptable. Again this job should have been done right the first day. 

  Customer Answer

  Date: 06/28/2024

  Im happy to say yesterday a crew of 5 including 2 supervisors kept their appointment and worked for close to 6 hours rectifying the bad job the installer did. They were all super polite and friendly. They did an extremely good detailed job and also cleaned up before they left. I was surprised it took them that long to fix the mistakes of the installer when the installer didnt take that long to do the original job. As the surpervisor said that tells you something. We are so relieved we can close this chapter that lasted nearly 3 months that was supposed to be done in one day. Amen! 

• Initial Complaint

  Date:05/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had initially scheduled an appointment with this company to get an estimate on windows. They called us repeatedly the day of the appointment and we were unavailable to answer the phone. When I was finally able to answer we told them that we were no long interested in their company because of the amount of times they had called us in a short period. They have continued to call us daily even though we have told them we are not interested. My husband and I want our names removed from your call list and no further contact. At this point it is harassment. My husband's name is *********************** ************ and my name is ********************* ************. Please do not contact us in any form from this point forward.

  

  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.

  Your contact information has been added to Power's national Do Not Call list.  This change may take up to 72hrs to go into effect in Powers systems, at which time you will no longer receive phone calls from Powers sales or marketing departments.

  Thank you,

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

• Initial Complaint

  Date:05/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/23/2024

  Good morning,

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

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

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

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

  Thank you,

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

  Customer Answer

  Date: 05/31/2024

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

  

  Business Response

  Date: 06/04/2024

  Good morning,

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

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

  Thank you,

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

• Initial Complaint

  Date:05/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/23/2024

  Good morning,

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

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

  Thank you,

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

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/13/2024

  Good morning,

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

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

  Thank you,

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

  Customer Answer

  Date: 05/14/2024

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

  

  Business Response

  Date: 06/04/2024

  Good morning,

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

  Thank you,

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

   

  Customer Answer

  Date: 06/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21652384
  
  I am rejecting this response because: its not hard to reimburse the out of pocket costs i am not asking for the water damage to the first floor ceiling and lights i am trying to be fair i sent you the receipt of my bill 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/13/2024

  Good morning,

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

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

  Thank you,

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

  Customer Answer

  Date: 05/14/2024

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