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

  201 Jones Rd Fl W Ste 205 North Waltham, MA 02451-1600

  
• 

  Power Home Remodeling Group, LLC

  701 Forest Point Cir STE A Charlotte, NC 28273-6631

  
• 

  Power Home Remodeling

  1922 Old Murfreesboro Pike Nashville, TN 37217-3090

  
• 

  Power Home Remodeling Group, LLC

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

  

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:04/24/2024

  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.

  Representative for windows promised items such as "screen and glass replacement at no charge" should anything occur to the item. Representative did not provide warranty or access to warranty till after the contract retraction period. When the windows were installed damages to the walls and outside of the house occurred. Below I have added a screen shot where the warranty was not added till April 19th (contract was signed March 20th). We were also advised to only use the Project pulse application as that was the "only way to access your documents" such as the warranty.

  

  Business Response

  Date: 04/25/2024

  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 copy of Powers labor warranty and any associated material warranties provided through the manufacturer are presented during the sales presentation prior to any contractual agreement being drawn up or signed.  Furthermore, all of the warranty materials relevant to the work Power performs nationwide is always available on Power's website, a link to which is below.  A copy of the windows cover letter you reference in the original complaint has been attached to this response and as you can see, it is not a copy of the warranty, however it does provide instructions on how you may activate your warranty coverage when the project is completed.  A Power representative spoke with you on 4/22/2024 with regard to the warranty coverage as well as the damage that occurred during the window installation, however when assistance with making repairs to said damage were offered you refused.  If you now wish to  schedule an appointment for a Power Installation Manager to return to the home to make any corrections to the window installation, 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: 04/28/2024

  [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: 21622622
  
  I am rejecting this response because:There needs to be some type of accountability and action on part of your company for the false advertisement AND lies on behalf your YOUR employee. And no, not all warranty documents were shown or explained as I wholeheartedly believe was purposeful. We were NOT made fully aware of all warranties. Yes I did reject the help as if they could not caulk the product properly the first time, what makes ME the homeowner confident that they could patch up what they did wrong the first time. I still have no response from you on how you are going to attempt to fix or compensate for the damage done to my walls or outdoor window shutter.
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/29/2024

  Good morning,

  Power will not compensate or reimburse for the damages to the walls as a result of the window installation performed at your home.  Power has offered to make those repairs for you, however you have declined service from Power.  If you wish to have the damages repaired, please contact 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:04/24/2024

  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.

  This company did my siding, gutter and door installation project in my home last December 2023. While project was active they finished the siding job in my house over the weekend we had strong wind and rain my house had a leak in my dining room ceiling. Reported this to Power HRG they went after a week to check, they claimed that nothing was done wrong on their work and blamed that my roof had a problem. I seek my home insurance and filed a claim for the damage I incurred in my house. The insurance company did some inspection (exterior and interior) and claimed that there was no problem in my roof. The insurance quoted an estimate on the damage I had inside my house. I contacted a contractor that was referred by a friend to fix the issue. They tried to inspect and find where the water is coming from and opened my ceiling where the leak was but was unable to find a source which halted the process of the repair as they need to find the source of the leak. The contractor advised to seek help from another roofing/siding company to find the source of the leak. This roofing company found out that the flushing cap on the window in my dormer above the area where the leak was was not properly sealed which caused water to come in. The wood inside was soaked in water and is rotting. They took pictures and advised to send to Power as it ahould have a warranty. Sent pictures to Power last Monday as advised by warranty via e mail and told me that they will give me a call back once they receive it. Followed up today as I never heard back from them and warranty informed me that the earliest time they can come to fix is on July 2 Tuesday. This is unacceptable, Ive been dealing with this issue with them since December and I continously having this leak and repairs inside my house was not done because the problem needs to be fixed by Power. This has to be dealt immediately as it is causing more damage in my house.

  

  Business Response

  Date: 04/25/2024

  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 *************************** has received the photos you provided with respect to the capping around the windows that your roofer has indicated is the source of the leak you are experiencing at the home.  Present in the photos is a very clear caulk bead along the capping where it meets the window frame, indicating that it was in fact sealed when installed.  That capping is now bent, and that bead of caulk broken, neither of which is covered by Power's labor warranty or the material warranty provided through the manufacturer of the materials used on your home.  With that said, Power representatives are reviewing the options to assist you in rectifying the damage and a representative will be in contact with you to review those options as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 04/30/2024

  [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: 21621795
  
  I am rejecting this response because: when the roofing company did the inspection they saw that the caulking is not properly sealed and that there was an opening on the area where the caulking was applied. There was no bent on the flushing. The roofing inspector had to check inside of the flushing to verify where the water is coming in that is why they have to pry it open and found the wood inside is wet and wood already soft. They also stated that it was not properly sealed because they also noted that the old caulking was not completely cleaned and removed and the new caulking was applied on top of the old caulking. The project was completed in December, those windows were not opened during that time and was completely closed the whole winter. And nobody will even have any access to the area. The roofing company further explained that if the flushing is not properly sealed and if they did not use a good quality caulking it can leave an opening /crack where water can get in. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/17/2024

  Good morning,

  Unfortunately, Power was not able to review the concerns on-site prior to a 3rd party compromising Powers installation and therefore Power can not verify whether or not the capping or caulking was originally the source of the leak you are experiencing.  Now that a 3rd party has pried open the capping and broken the caulk bead between the capping and windows it is obvious that this may cause a leak, however as your complaint states this was not the original state that Powers work was found in.  The caulk bead is not covered under either of the warranties provided with your project, nor is the actions of a 3rd party to alter any of Powers work.  Unfortunately Power will not be able to assist you any further in this matter.

  Thank you,

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

  Customer Answer

  Date: 06/06/2024

  [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: 21621795
  
  I am rejecting this response because:

  Ive had numerous request from PHRG to come and look at the leak issue and nobody even bothered to come and inspect the complaint issue Im having since last December. Despite my request to send another person to look at the issue,  they sent the same person who installed the sidings. He came when its already dark  to inspect and did not find anything wrong with his job, but still did not find any resolution to the issue. He blamed that my roof was the problem but can not specifically tell me which part of my roof was a problem. As I continuously having leaks in my house every time it rains I have to consult a contractor to fix my ceiling and was advised to have a roofing company inspect and figure out where the water is coming from. If Power HRG  is saying that it was a 3rd party who caused the damaged and leak it was totally wrong. Ive been having this issue since December exactly the day after they completed the sidings project. It took me 4 months of waiting for someone to find out the source of the problem which Power failed to assist or help me . I took the matter on my own as I constantly have water leaking on my ceiling and unable to get my ceiling fixed because we need to find the source of the issue. The purpose of me getting a third party was to inspect and find the source of the leak which was fullfilled. It was not for the purpose of causing more damage as what Power claimed. The issue was it was not sealed / caulked properly which left an opening for water to get in. I communicated this findings to them but still did not send someone to personally look at it but instead told me that the picture alone was enough for them to conclude that the damaged was caused by the third party with them prying it open and caused damage. And claiming that it was not covered by warranty. The leak happened in December and the discovery of the source of leak happened in April 20 to be exact. If you are saying that prying it open caused the leak was totally WRONG. Making a conclusion based on picture and accusing a customer that the damage is caused by a third party is not a fair resolution to the issue. Which added up to a customer like me the frustrations caused by this project. When I signed up for this project they promised me that once the work was completed that the project manager will inspect the work completed but no inspection whatsoever was done. Power constantly to a point of harassing me to sign the paperwork that I am satisfied with the work which I was hesitant to sign as I had this issue. They even sent another person to my house to convince me to sign but unable to send someone to inspect the work they did. 

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

  
  

• Initial Complaint

  Date:04/24/2024

  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.

  I have a leak in my roof that should be covered under a labor warranty. I have contacted the company multiple times, sending photos. The company will not send service personnel to my home in a timely manner, contributing to loss rental income and further damage to the home. They maintain they can only add me to an active leak list and try to fit me in sooner. I called in early April, and they scheduled next available service the last week of June. This is not providing a warranty service that serves any practical purpose.Further, I was told that if I have anyone else work on the roof, it will void my warranty. Multiple times that there is nothing they can do but wait.

  

  Business Response

  Date: 04/25/2024

  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 local installation office in ****** is aware of the concerns with the roofing project completed at your home and you are currently scheduled for a service appointment on the earliest available date and time.  Should an earlier appointment become available, or Powers local installation office is able to accommodate your service request sooner, a Power representative will be in contact with you to make alternative arrangements.

  Thank you,

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

  Customer Answer

  Date: 04/26/2024

  [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: 21620424
  
  I am rejecting this response because:

  This response reflects no change from the current situation that warranted the complaint. The warranty service being provided is useless if it is so delayed that waiting to use it would cause further damage to my property and substantial loss of income. If you have the resources to serve new business, then you have 1 hour to repair what wasn't done correctly in the first place. It is not acceptable to expect someone with an active roof leak to wait two months for an assessment, let alone a repair. Further, I've waited 10+ days on a "leak list" that is supposed to be escalated. This unacceptable response leaves me no choice but to seek immediate repairs from a local contractor, void my warranty, and request an investigation with the ******************** of ******** Affairs and Business Regulation. 
  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/26/2024

  Good afternoon,

  Power does maintain a service schedule through Powers *************************** located at our national headquarters, which you are on, however Powers local installation office in ****** is also aware of the concerns with the roofing project completed at your home and is working to arrange an earlier service appointment for you outside of the schedule Power typically utilizes.  As has been explained previously, as soon as those arrangements are solidified a Power representative will be in contact with you to make alternative arrangements.

  Thank you,

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

  Customer Answer

  Date: 05/07/2024

  [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: 21620424
  

  Thank you for responding to my complaint.

  I am rejecting this response because:

  There's no change in position, policy, or accommodation since I first called to report this issue. I can't afford further damage and loss of income just because you refuse to assign enough people to do the work that you agreed to.

  From what you say, you have a backlog of warranty requests to address. Why not hire more subcontractors to do the work or offer partial refunds conceding that you cant do it? You don't even provide a list of contractors I can engage for repairs (at my own expense) without voiding my warranty. You just put me in an impossible situation, and it makes no sense. The only logical explanation is that your company was acting in bad faith when it offered a labor warranty as a sales tactic. 

  Because you can't provide adequate warranty support, I have:

  1. Escalated my claim to the MA Attorney General's Office,

  2. Filed a claim with my home owner's insurance, 

  3. Received a roof inspection from a neutral third party. The report details how improper installation caused damaged to my roof and interior ceiling, 

  4. Received notice that my claim was rejected because I do not have coverage for any damage caused by improper installation, and

  5. Sought roof repair services from another provider. 

  I need a high quality roof repair as soon as possible. I have to minimize further damage to my home and stop losing money while the property stays vacant. If you can't offer a timely resolution, I will continue with my planned course and consider ways that I might recoup some or all of my losses.

  PLEASE NOTE: I tried to upload the roof inspection report for your reference, but this system does not allow files of that type / size. I will provide a copy by email at your request. The file is a 10MB pdf. 

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

  
  

  

  Business Response

  Date: 05/07/2024

  Good morning,

  As soon as your service appointment can be accommodated on an earlier date and time a Power representative will be in contact with you.

  Thank you,

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

• Initial Complaint

  Date:04/24/2024

  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.

  Windows were replaced for the entire home at a cost of $11,663.34, we were sold on the lifetime warranty. The seals on multiple windows have failed. Power is not responding to our complaints. We were told it could take up to a year to replace the windows. When we followed up six months later for an update we were told that there was no record of the complaint and the employee who did the inspection was no longer with the company. WE FILED AGAIN. No response.

  

  Business Response

  Date: 04/25/2024

  Good morning,

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

  A Power representative has been in contact with you and one replacement window sash is already on order for your home, with an estimated manufacturing lead time of 8-12 weeks.  Furthermore, a Power Installation Manager is scheduled to be on-site on 5/2/2024 to inspect the rest of the windows installed in your home so that any other defective window sashes can be placed on order and replaced as well.

  We look forward to having everything resolved for you soon.

  Thank you,

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

• Initial Complaint

  Date:04/22/2024

  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.

  My wife ***************** and I contracted with power home remodeling company with an office in ********* but with headquarter in ******************** on July 29, 2022. The contract was to replace vinyl sidings of our home and replaced with same vinyl sidings. Work was performed a few weeks later on August 15, 2022, and gutters August 23, 2022. It wasn't immediately known to us that on one side of the house, the siding was not properly installed, thus the siding state to peal off the wall. This was noticed and observed a few months after the work was performed. In January 2024 We contacted the office to let the office know that the siding was pearling off. were giving a date in March 2024 that someone will come an inspect the reported issues. No one showed on that date. Another date was giving for 4/24/24. However, the company send a representative by name of ******* to inspect the issues reported on 4/22/24. ****************** without first inspecting said heat is causing the damage to the siding but could not explained where the heat in coming from. ****************** said it was sunlight reflecting off the neighbor's windows. But ****************** could not explain how there were no damage on the other side of the house with the other neighbor's windows. The company then said the warranty doesn't this type of damage. ****************** did not take into account that the ********************** was not properly installed thus the damage was caused by the wind instead of heat reflections from the sun. We were processed lifetime guarantee of the work and product installed, and we are asking that Power company make the necessary repairs.

  

  Business Response

  Date: 04/25/2024

  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.

  As explained, the issue you are experiencing is solar reflection.  Power does not warranty the materials used for your siding project, the manufacturer provides all material warranty coverage.  A copy of the warranty coverage is attached to this response.  You will see that solar reflection of any kind, where it be a reflection off of a home or neighboring homes windows, a car windshield, or otherwise, is not covered by the manufacturer.  If you wish to have the siding panels replaced please reach out to Powers Customer Support team and a representative will be able to provide you with a price to do so.  Please bear in mind that if the source of the solar reflection is not identified and the reflection reduced or eliminated before the siding is replaced then it is likely that this same issue will arise with the new siding.

  Thank you,

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

  Customer Answer

  Date: 04/25/2024

  The person who only identified himself As ******* sent by your company made the claim that its solar reflected. We dont know that to be the case. There has been a lot of wind and that *** be the cause of it. However, the conclusion is the same, either the material provided by power was faulty or the installation was faulty. We are requesting the panels be replace at no cost to us the homeowners. Thank you.

• Initial Complaint

  Date:04/20/2024

  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.

  There is a gap with daylight coming in at the bottom of my beautiful new back French Doors. (See photos attached.) Please set up a time for someone to come and fix this problem. Thanks!

  

  Business Response

  Date: 04/23/2024

  Good mornign,
  

  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 entry door installation was completed at your home on 3/22/2024.  Power received a signed completion certificate from you on that date indicating that you were satisfied with the work that was performed and authorizing the bank to initiate the financing for the project.  Power has not heard from you since with regard to the entry door project, any issues with the entry door, or with regard to any other project completed at your home for that matter.  If you are experiencing a concern with the entry door installed in your home please do not hesitate to 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: 04/24/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have already scheduled a visit to address the issue. I actually thought I was putting the "complaint" on THEIR website, not on BBB. Didn't mean to turn this into a huge deal. Sorry. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:04/18/2024

  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 purchased 10 new windows for my home on 4/25/22 with an install date of 6/22/22 from Power Home and Remodeling. When I agreed to the purchase of the windows I was told that the windows had a transferable lifetime warranty covering any possible damage that could be transferred to the next home owner when I sell the house. I had one small son at the time (now two) and asked multiple questions about this coverage because I wanted to make sure everything was covered as he got older and the risk of ***** and things hitting the window increased and was told any possible issues with the window were covered by the warranty. I spent significantly more than I would have with other companies for the same job and thought this must be the premium for the warranty. Today, one of the windows was being tapped on to get the attention of someone outside the house and the interior panel shattered (far too easily). I called Power Home and Remodeling and was told that this is in fact not covered by their warranty. I called back and spoke with another person as well who told me the same thing. Both representatives of the company admitted to me on the phone that their sales people will tell people that the windows have a warranty covering any possible issues but that this is not actually the case. They admitted that their employees lie to the customer and hope that the customer does not read the fine print on their website because the warranty is not even listed out on their sales contracts it just gives the website to reference in that section. These are horrible business practices that they should be ashamed. To lie to the customer to sell a product and then not follow through on what they tell the customer is not just deceiving it is morally wrong. I would not recommend anyone use this company for any work on their home if they have an alternative. All I wanted is my window fixed as I was told they would be when I agreed to spend almost $9000 less than two years ago.

  

  Business Response

  Date: 04/23/2024

  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.

  Attached to this response are copies of the signed sales agreement 4/25/2022 when you entered into a contract with Power Home Remodeling to have the windows replaced in your home, as well as copies of the window manufacturers product warranty and Power's labor warranty.  The product itself is covered by the manufacturers product warranty, not Power's, and the limitations of the warranty are outlined within it.  Both of these warranties were presented to you during the window demonstration on 4/25/2022 and have been available online for you to review ever since then.  Unfortunately, outside of a 90-day period where stress cracks in the glass are covered by the window manufacturer, no other glass breakage coverage exists.  A Power representative was able to provide you a price for a replacement window sash and Power will honor that price for up to a year.  If you wish to have the damaged window sash replaced, please reach out to Power's ************************* and a representative will be happy to assist you.

  Thank you,

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

  Customer Answer

  Date: 04/24/2024

  [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: 21595521
  
  I am rejecting this response because:
  

  The representative of the company who sold me the windows told me there was a lifetime warranty that covered any issues with the windows from the time of my purchase until the homeowner chose to replace the windows. This was then confirmed with the quality assurance person who came and checked the work at the completion of the project. When I called to inform the business that the window broke, both representat9ves I talked to stated that they were aware the sales people make this claim but that it is not true. So the business got me to agree to purchase their product by lying to me while sitting in my home. I understand this is not in the contract, but why should I need to double check the language in the contract when the representative of your company is sitting in my home telling me I have a lifetime warranty. Also if your company knows of sales people telling these lies then they need to stand behind the word of their representatives no matter the language in the contract. Lying to customers to get their business is a horrible practice and something that needs to end.
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/29/2024

  Good morning,

  Unfortunately, Power can not alter the terms or conditions of the manufacturers product warranty or Powers labor warranty and both were made available before and after the time of purchase.  The coverage outlined in those documents is the coverage that is provided for all window projects that Power sells and installs.

  Thank you,

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

• Initial Complaint

  Date:04/18/2024

  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 had a new roof put on my house 12/29/23. 1 week later it rained and the ceilng in my tv room leaked and turned brown in 1 section of the ceiling. I called the company and was told to contact their warranty department. I have spoken to different people every time I have called them 4 or maybe 5 times since December. They told me the people who installed the roof would fix the problem .2 weeks later 2 men came to my house with 2 cans of white spray paint. I told them this would not fix the problem, I have a popcorn ceiling which has turned dark white over the years and the white paint would stand out. They tried anyway and it looked awful. I told them and the warranty department the entire ceiling would need to be painted. They told me to get 2 estimates and send them over to them on 3/20/24. When I followed up they told me I would hear from them in a week. No one ever calls me so I continue to call them once a week since March. I am told they must speak to the higher up people and call me. Still no answer. Every time I call he or she is not available I get a different person every time. They have lied to me since the day the salesman came to my to sell me the new roof. They gave me business cards, but, they are never available and they send me back to they warranty ***** They have torn screens on my house and I am still waiting for them to fix them. They sent 4 people to my house when they sold me the job, now I cant get 1 person to answer my calls I had the ceiling painted, but, I have not told them. I want to be reimbused for the cost of the the painted job.

  

  Business Response

  Date: 04/18/2024

  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 local installation office in ********** is in receipt of the requested quotes for the ceiling repairs due to the roof leak you experienced at the home.  Powers leadership at the ********** office is reviewing these quotes and evaluating all other options and will be in contact with you as soon as a plan forward has been established to advise you on how to proceed.

  Thank you,

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

• Initial Complaint

  Date:04/18/2024

  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.

  Hello, I got my windows replaced in May 2021 for the 1st floor. The bay window was around $7-$8000. just last year during spring/winter we noticed a dollar length crack on a left window. SO we called the *** and they said crack is not under warranty (as windows are over 1 yr old). The crack has no chip or point of entry as if someone threw a stone. When guys came for other warranty work, they siliconed the crack to prevent further damage. Again said I have to buy a replacement. Just couple weeks ago returning from our spring break trip, we see the crack expanded to whole length of the window. I called *** warranty **** again and he said, it's $8xx to replace it. I asked to speak to manager and he said no manager is available and said *** will callback with a manager. It's now Thursday and no callback. I wanted to get a replacement window without paying a hefty price. Other single casement windows I paid around $850-$900 in 2021. And they are asking me to pay over $800 to replace this window.

  

  Business Response

  Date: 04/18/2024

  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.

  Glass breakage in the window is covered by the window manufacturers product warranty for a period of 90 days from the time of installation.  Beyond 90 days from installation, glass breakage is not covered under the manufacturers product warranty.  On 1/3/2024, 2 years and 7 months after install, it was reported to Power that the glass was broken in one casement unit in the bay window.  A price was provided to you by Powers ****************** and to date Powers ****************** has not received indication from you that you wish to move forward with the replacement window at that price.  If you wish to move forward please reach out to Powers ****************** at the phone number below.

  Thank you,

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

• Initial Complaint

  Date:04/16/2024

  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 installed our windows, siding, fascia and soffits, well over $40,000 in work back in December 2022. In March, A little piece of our siding came off above our garage and it took power over FIVE months to come out and fix it. Fast forward a year later, we were trying to obtain an additional permit in our county. Well come to find out, we had a failed inspection report on our house from power. The county inspector came back out to the house(because I thought this had to do with the siding issue) and that is when he said this was due to the windows. The original failed inspection report was issued to power in August of 2023. The inspector then emailed the second failed inspection report two different times to power on 4/5/24, and I had to email it as well. Its going on two weeks since this issue and still not a scheduled date from power. I have had to call Power numerous times to obtain an update. Finally today when I called again, warranty said someone should be calling me tomorrow, 4/17/24.As I have stated, Power completed the work December 2022, and after 16 months, this issue is not resolved. If power obtains the permits, shouldnt they also be on top of completing and solving failed inspection reports?! Unbelievable. In our county, we cannot obtain any additional permits with this open failed report. Why are we getting punished when the contractor(power) made this mistake?!? I am very displeased and will never use OR RECOMMEND Power to anyone.

  

  Business Response

  Date: 04/18/2024

  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 4/18/2024.  At this time, the work required to pass inspection with the county was determined.  A Power Project Production Manager has attempted to make contact with you to make the follow-up repairs and reschedule the county inspection for when they are completed.  A Power Installation team is scheduled to return to the home on Saturday to make the necessary repairs,  on Monday 4/22 Power meet the county inspector to complete the inspection and on Tuesday Power's Installation team will return to rehang the siding panels and return the home to it's original state.

  Thank you,

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