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:04/16/2024

  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.

  Our complaint is against Power Home Essentials due to predatory business tactics. A door-to-door salesman made an appointment to visit our home. He was here for several HOURS in the evening (around 4 hours) even though we said we really need you to leave, asked him to wrap it up, needed to move on, said we were exhausted, needed to eat dinner, had things to do in our house, etc. We essentially asked him to leave but at the same trying to be polite. We did not physically force him out or contact authorities, but were very clear that we wanted him to leave. It literally felt like we were being held captive in our own home. If my husband wasn't home with me, I definitely would have called the authorities to have the salesman removed from my home. As such, we entered an agreement under duress and were coerced into it just to get him out of our home. He would simply not leave. He also misrepresented the way our windows would look after installation. To get him out, we agreed to have a project manager come out to review the job. When the project manager came out he explained the way the final window would look, which was different than what the salesman indicated. At that point, I said I did not want to move forward with the project. The project manager went out to his van for a few minutes, came back, and said they have "never done this before," but that his boss said they would fix the final installation the way we wanted it. The details involve wood trim, molding and painting to match other windows in our home. This answer was clearly an attempt to appease me in order not to lose the business. Given the way the sales presentation was handled, along with the misrepresentation of the final project, and the "we never do this" promise, we have absolutely no confidence that the installation will be completed to our satisfaction. On the day the project manager was here, I was asked to sign and initial several documents. One of the lines that I did NOT initial said "no changes can be made to your order". I brought this to the attention of the company but was told it didn't matter as policies around changes and cancellations were outlined in a different document. We are now trying to cancel the contract before any work gets started. In looking back, we discovered that a sales person from this same company met with us previously and we decided not to use them due the same forced sales tactics described above. We did not realize at the time that it was the same company or we would have never let this current salesman into our home. If you look at the online reviews for the company they are highly rated. Consumers are provided lower pricing if they agree to write an online review for the company so the transparency of the reviews is certainly debatable. I am attaching a copy of the document I mentioned above in which I did not initial the no changes line. The time lapse between the document and my contacting you is due to a family emergency with me 86 year-old MIL who lives in **.

  

  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.

  As outlined in the contract signed 3/11/2024, you have 3 business days from the time you agreed to enter into a contract with Power Home Remodeling to cancel the project without penalty.  No formal declaration of your intent to cancel the project, as outlined in the sales agreement attached, was ever received.  Further, as indicated by the signed project amendment that is also attached, you reiterated your intentions to continue moving forward with the project the next day, 3/12/2024, after changes to the installation were agreed upon.  Custom made product has already been ordered and manufactured for your project and unfortunately Power is unable to cancel the agreement at this time.

  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: 21584074
  
  I am rejecting this response because:

   

  There is no acknowledgment of the sales practices and tactics utilized to strong arm us into signing the contract. No one should ever be made to feel uncomfortable in their own home. The situation was so bad that we should have physically forced the sales man out of our home. We will never do business with the company as we can't trust the workers that would come do the install. I will be spreading the word through our neighborhood and other online reviews. 
  
  
  Regards,
  
  *************************************

  
  
  
  
  
  
  
  
  

  
  

• 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.

  My husband and I purchased 11 windows and 1 sliding glass door in 2019. We LOVE our windows. The main reason we decided to move forward with Power Home Remodeling is because of the quality of the windows and doors. When the sales representative came to our house he gave us a hammer and nail and told us that if we can shatter the glass that we can get our windows for free. We couldnt break them. They also told us that our windows are under a lifetime warranty. So if they break or there is a hail storm etc they will be replaced. So with all that being considered, we decided to pay a MUCH HIGHER PRICE for the windows and door. Fast forward to January 2024, I went to open my front window to find that it was completely shattered. We called to put in a claim and they instantly denied the claim because it is not under warranty. My husband and I have called numerous times and asked to speak with a manager or honestly anyone that makes decisions to further discuss this, but the managers dont have phones. We were supposed to be receiving a call back from the manager 4 times now and we have never once received a phone call. When we call back they have a different excuse why the window breakage isnt covered and we have to pay out of pocket. We finally end up paying $550 out of pocket for a replacement window. They told us that the window will be fixed April 12th. April 12th comes around and a technician shows up, but not to fix the window but simply inspect the window. Our technician, **** was so extremely helpful. He was thorough and explained everything. Without us saying anything to him, he advised that this is covered under warranty because of a deal failure. When you run your hands on either side of the window, you do not feel any cracks, because its coming from inside due to the seal failing. He further explained how the company that made the windows is no longer is business because this has been a reoccurring issue. Still to this day we are waiting our refund

  

  Business Response

  Date: 04/18/2024

  Good afternoon,
  

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

  The damaged window was reported to Power's ****************** on 1/5/2024.  Photos of the window are attached.  This window unit, as of the time that it was damaged, is now compromised.  The argon gas and the low-e coating adhered to the surface of the glass are now subject to the elements whether it feels like it or not.  Three months later a Power Installation Manager is on-site and notices the very beginnings of what would be considered low-e delamination, which is the low-e coating on the surface of the glass deteriorating.  It was explained that this would not have happened had the glass not been broken and the low-e surface compromised.  This is why the original price of the replacement glass that was quoted has not been reimbursed.  Cracked or shattered glass is not included in the warranty coverage provided with the windows.

  Thank you,

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

• Initial Complaint

  Date:04/12/2024

  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 hade Power come to my house for a roof estimate. After a very thorough inspection they said I have 5 years left on roof. They recommended I install new gutters and a drip edge. The price seemed pretty high but they said they offer a better service. They were very pushy about me signing before they left of the price would go up. So we did. They said they would install new gutters, drip edge and trim the edges of the shingles. They came a few day later to install the gutters. They removed the gutters pretty forcefully and damaged a pice of trim. They did not trim the shingles as I was told by 2 people for Power. They damage some shingles in the process. They left lots of debris around the house. When I inspected the drip edge it wasnt evened nailed down. If the shingles were not good then they shouldnt have touched the gutters. I called them and informed them of my concerns and they sent out a manger of the ***************************** He told me they messed up and that we were both in a hard spot. He now told me that we needed a roof ASAP, tried selling me on a roof cause they made my shingles on the edge worse and the drip edge will now cause water to leak into the house. I paid for a service that I didnt receive, they just ripped the old gutters off and installed new one. Should have told me before they removed the old gutters that there was issues or could have cause issues if they replaced the gutters.

  

  Business Response

  Date: 04/16/2024

  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 agreement between yourself and Power is for replacement gutters, downspouts and drip edge.  While a price on a replacement roof was initially provided, that scope of work was never finalized and ultimately downsized to what was on the sales agreement at the time you entered into a contact with Power.  While Power was installing the gutters it was determined that the drip edge (which is generally a component of any roofing installation) could not be replace due to how the existing roof had been installed and the project was downsized again to the gutters and downspouts only.  This work was installed and on 4/11/2024 you signed a completion certificate indicating that the work had been installed as agreed upon and that you were satisfied with all aspects of the work that was performed.  A copy of this completion form is attached.

  Thank you,

  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Power Home Remodeling installed two windows and a new front and back door. The back door s window leaks when it rains. I have made them aware of this since May of 2023. They refuse to replace the door or try and repair it

  

  Business Response

  Date: 04/16/2024

  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 entry door installed in your home is no longer covered under the manufacturers product warranty.  The manufacturer, Northeast Building Products, no longer maintains or operates an entry door facility and does not manufacturer entry doors anymore and has stopped honoring any outstanding product warranties.  It is for this reason that replacement parts, especially anything that requires manufacturing, are not available for your entry door and thus Power has not been able to source them.  With that said, Power has been working with other door manufacturers in an effort to source any compatible materials that could be used to service Northeast Building Products entry doors, at Power's own expense, rather than pass those costs down to Power customers.  This effort has taken longer than anticipated and we apologize for any inconvenience this has caused, however Power continues to work towards a solution for your door concerns that will hopefully ultimately resolve them.

  As soon as Power has sourced the appropriate replacement parts and has them on hand a representative from Powers ****************** will be in contact with you to make the appropriate arrangements.  We appreciate your patience in the meantime.

  Thank you,

  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com
  

   

  Customer Answer

  Date: 04/18/2024

  [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: 21568926
  
  I am rejecting this response because:
  They have been telling me this for a year. They simply need to come out and replace the door with another door that does not leak. Water intrusion is causing further damage to my home
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/22/2024

  Good morning,

  Power is under no obligation to further service the entry door as the manufacturing defect you are experiencing is only covered under the manufacturers product warranty and the manufacturer is no longer honoring the warranty.  With that in mind, Power is still working towards a remedy for your concerns that will properly repair the entry door and mitigate any future problems, however that will be a full replacement entry door unless you wish to purchase one.

  As soon as Power has sourced the proper materials that are compatible with your entry door to resolve the issue a representative will be in contact with you.

  Thank you,

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

  Customer Answer

  Date: 05/13/2024

  This matter has not been resolved to my satisfaction. I still have a leaking door. I have not heard from Power Home Remodeling about fixing or replacing it

  Customer Answer

  Date: 05/14/2024

  This matter has not been resolved to my satisfaction. I still have a leaking door. I have not heard from Power Home Remodeling about fixing or replacing it

  

  Business Response

  Date: 05/14/2024

  Good morning,

  As stated previously, Power has not been able to source appropriate alternative materials to service the door.  As soon as Power has sourced the proper materials that are compatible with your entry door to resolve the issue a representative will be in contact with you.

  
  Thank you,

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

  Customer Answer

  Date: 05/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21568926
  
  I am rejecting this response because:
  
  This has been going on for too long and causing further damage to my home. Just come out and replace the door or face litigation. 
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/11/2024

  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.

  We have been waiting for several window replacements for almost TWO YEARS. Since May 2022, I have called Power Home Remodeling (reachable only at ************ or ************) more than 10 times to follow up and have received the run around. Each time I call I'm told the windows are ordered and they are still waiting on them. Today, April 11, 2024, I called and was told once again "still waiting on the windows." One of the windows is my big picture window. Power Home Remodeling guarantees their windows for life. If you have any issues they will replace them. However, TWO YEARS is an extremely long time to wait for replacements. 6ABC Troubleshooters did a report on this issue and some customers received their windows, but we unfortunately did not. We are not seeking money resolution but simply asking Power HOme Remodeling to replace the windows they guarantee.

  

  Business Response

  Date: 04/15/2024

  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 representative from Power's ****************** has already been in contact with you and a service to replacement the defective window sashes has already been scheduled for 5/16/2024.  We look forward to having everything resolved for you then.

  Thank you,

  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 04/17/2024

  Good afternoon,

  As *********************** indicated we are scheduled for May 16th for window replacements.  I would like to reserve my response to PHR's response to my complaint until after the May 16th scheduled replacement.  I find it amazing that I filed this complaint and within a couple of days the replacements are available, nonetheless, I am exciting for my new windows and thank you for your help in this matter....wish I had done this so much sooner. I will be in touch around May 16th.

   

• Initial Complaint

  Date:04/10/2024

  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.

  I got windows and doors installed by power back in November. Within the first 2 weeks they had to come out to fix the front door and it did not lock. Back in December I noticed that two windows were leaking. They have come out 3 times and are unable to fix the window and it continue to leak into my house and into my floors. Today I had to call an exterminator as the wall with the leaky window now has termites and is costly to remediate. I called the company and they essentially said that the termites are not their problem and will not do anything to make it right. They refuse to complete service calls in a timely manner. I financed my windows and at this point do not feel comfortable continuing to pay into something that is destroying my home. Their warranty department is not helpful and tells you whatever you want to hear to shut you up.

  

  Business Response

  Date: 04/15/2024

  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 installation partners have already been on-site in an attempt to address the window concern at the home and when Power was notified that these repairs did not resolve the issue a follow-up service was scheduled for this Wednesday, 4/17/2024.  It is Powers expectation that the cause of the window leak will be determined and rectified at that time.  At no point has Power indicated that the associated damage is not Power's responsibility, however, until the cause of the issue is determined and the leak is confirmed to have been resolved Power can not say with certainty if the issue was pre-existing or if it was related to the work Power performed at the home.  Until then it would not be appropriate to commit to any further repairs at the home.

  Thank you,

  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:04/10/2024

  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.

  7/15/********** Paid for $42,778 11/1/********** #**-98230 Completed 12/24 Door Panels reported as Broken leaking water and cold air 1/2024 Called for Support got appointment for repair 3 months out 1/15/24 emailed CEO and contacted ************ platforms looking for help and quicker repair Late January 2024 a repair tech came and determined door was to be replaced, was told 4 to 6 weeks for door to come in.4/2024 finally received call from repair team to schedule replacement for 7/29/24 (over 6 months later) date tentative because they still don't have the replacement door.

  

  Business Response

  Date: 04/10/2024

  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 Long Island is aware of the concerns with the entry door installed in your home and has been on-site to assess any potential issues with it.  A replacement door slab is on order and is scheduled to be delivered to Power's Long Island warehouse soon and a service appointment is scheduled for the first available date and time to have the entry door slab replaced.

  We look forward to having everything resolved for you soon.

  Thank you,

  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 04/11/2024

  [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: 21555970
  
  I am rejecting this response because:
  The simple fact is that no one has addressed the fact that its been 5 months since I opened this service request. During the winter despite taping off the drafty door cold still seeped in and my heating oil consumption doubled just to keep the house warm. Second had I not filed a complaint no one would have cared and changed my previously scheduled repair date of July 29. Im glad a door was found and will be installed however that doesnt compensate for the huge cost and inconvenience created by such a slow response. 6 months is in no way a reasonable timeframe to repair a door. No reasonable person would disagree. Lastly many of my neighbors also have similar repair support and timeliness complaints posted on our neighborhood FB page which only leads me to believe this is standard operating procedure for repairs at the very least here in Long Island.  Other than a basic insincere response this company has offered no other form of relief or compensation on over 40k worth of work. 
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/09/2024

  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.

  We had every window in our home replaced.(lifetime warranty). The windows showed that they had a defect and I sent a list of which windows.they came and replaced some of them.and they would be back to replace the rest. That was more than 3 years ago and every time I call about the damaged windows they say Im on the list;dont worry! I have sent emails to customer care 3 xs with pictures of the **********************. You can barely see out of them, no reply on all 3 emails. Were seniors and spent a lot of money on these windows.We just want to be able to see out of them.I dont know to resolve this so I am turning to BBB. Thank you **************************

  

  Business Response

  Date: 04/15/2024

  Good afternoon,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The replacement window sash order for your home was placed with our manufacturer and we are still waiting for the order to be completed and delivered.  Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to.  Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult.  It is for these reasons that the order for the replacement sashes is taking so long to arrive at our local installation office in *************  While we continue to work diligently with all of our manufacturing partners to reduce lead times on manufactured goods as much as possible, we must in the meantime follow the current best guidance that Power is provided on expected lead times.
  
  At the present time your order is scheduled to be delivered to our local office in ************ later this spring.  As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement.  We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.
  
  Thank you,
  
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 04/28/2024

  We have  been contacted by Power Window and they plan on replacing 3 windows on May 28th                     However, we actually have more to be replaced so my husband reminded them.    So, when they replace the 3 , they will measure for the remaining windows.  Thanks so much.  **************** Nolen 

   

• Initial Complaint

  Date:04/04/2024

  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.

  8/16 - project began 48k on total project - This complaint is specific to the new soffits, fascias, and gutter work, as it was a shotty job creating leaks on the interior of my home (where my ceiling meets the exterior wall, parallel to the new soffits)We reported the leaking to POWER HOME on 9/29 after having a roofer and someone from solar company come out and check cause. They both stated the same thing - there was bowing due to poor installation, allowing water to drip into our home.Someone from POWER HOME came out 11/16 to identify cause of leak and repair it - they told us they didn't have a ladder. I'm not kidding, I wish I was. Someone came out to Identify the issue with the intent of remedying it, and didn't bring a ladder...I have no words. We spoke to someone from customer service who informed us although someone else couldn't come out for WEEKS, Power Home would be responsible for any damages indoors too.Someone else from POWER HOME came out months later, in Jan, to finally "repair" the issue. He told us the person who did the install has since been fired from Power for their many errors. He also identified that the install was done wrong and that there was bowing that allowed water to drip into our home, rather than drip away. Maybe it's because the weather January-March was quite frigid, but we didn't experience leaking following this "fix." However, this was obviously only a temporary fix, because it is now April and the leak is back and worse than ever. I have popcorn ceilings and they have begun to shed in that area, mismatching the rest of the room. The wall and ceiling is heavily stained and will need to be replaced. When we alerted Power Home, they told us someone couldn't come out to assess until 4 weeks from now. This is unacceptable. We have spent nearly 50k on projects, replacing "rotted soffits" to avoid issues like this, only to NOW have issues after they were replaced. I NEED A SPEEDY (UNDER 1 WK) & PERMANENT REPAIR!

  

  Business Response

  Date: 04/09/2024

  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 team returned to the home to address the gutter concerns on 2/5/2024 and while there re-pitched one run of gutter and installed a drip edge extension to resolve an issue with the roof that is not related to the work Power performed.  Power made you aware of this deficiency with the roof in addition potential issues with the solar panels that are installed directly above the area of concern but these areas remain unaddressed .  A Power Installation Manager is scheduled to return to the home on the earliest available date and time to further evaluate the area of concern but as has been outlined in the past it is unlikely that further alterations to the gutter installation will resolve the leak into the home.  The source of the leak is more than likely from an area of the roof above the gutter line and it would be prudent to have your roofing or solar system contractors address these areas in the meantime.

  With that said, Power is keeping the scheduled gutter service and looks forward to helping in anyway that Power can.

  Thank you,

  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:04/03/2024

  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 several windows that have leaks and discoloration due to failure in the seals. Power windows sent a rep out 15 months ago and told me they would replace the windows under warranty. *** called twice and have been told they are having issues with supplies and the windows would be replaced by Dec of 23. It is now March of 24 and I still havent heard from them. I paid a premium for the windows and now feel it was a huge mistake. Not only are the windows not working the way they should but its also costing us more on our heating and cooling cost.

  

  Business Response

  Date: 04/10/2024

  Good afternoon,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The replacement window sash order for your home was placed with our manufacturer and we are still waiting for the order to be completed and delivered.  Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to.  Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult.  It is for these reasons that the order for the replacement sashes is taking so long to arrive at our local installation office in *************  While we continue to work diligently with all of our manufacturing partners to reduce lead times on manufactured goods as much as possible, we must in the meantime follow the current best guidance that Power is provided on expected lead times.
  
  At the present time your order is scheduled to be delivered to our local office in ************ later this summer.  As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement.  We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.
  
  Thank you,
  
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 04/11/2024

  [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: 21526569
  
  I am rejecting this response because:

  This is the same response I get every time I call and Im ensured each time that my windows will be in soon. If supply, manpower, etc is such an issue then why is it you can get windows for new customers in a timely and efficient manner. I have been patient enough to wait for over a year for my replacement sashes, this is not professional and I wont use your company again. Ive done windows on two houses and used you for a roof and gutters so you are losing a good customer. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 05/06/2024

  Good morning,

  Power partners with multiple window and door manufacturers to meet the needs of it's customers and each manufacturer has different manufacturing lead times and delivery schedules.  The product warranty is offered through the original window manufacturer so regardless of what production volume or lead time another manufacturer may be capable of the only one who can fulfill a warranty request on a specific window is the original manufacturer.  In this case, that particular window manufacturer is working through a longer than normal backlog of product orders and thus has seen their production lead times extend longer than is typical for them.  Nevertheless, all product and service order are being fulfilled in the order they are received and as soon as Power receives notice of delivery of parts or product for a customer that customer is contacted and a service appointment to fulfill the request is scheduled.  Power has not received a definitive timeline or completion date for your order as of this writing but as soon as it does a representative will be in contact with you to schedule your repair.

  Thank you,

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