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:04/03/2024

  Type:Billing 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.

  The company told us we needed to replace Gutters sofit fascia and a new back door however I reached out to my homeowners warranty and the inspection was done and we did not need to replace anything there was mold on the siding which requires power wash instead .The house was built in 2007 still in food condition We call Power because a piece of the trim had fallen from a wind storm. I truly feel that they were taking advantage of us the good thing when I let them know the inspector aaid they didn't fight me about canceling the contract however they want me to still be committed to getting the door installed the only problem is the price that they are quoting me is a couple thousand dollars more I am certain that we were told is was around #****.00 because initially the project without the door was a little over $11,000 the entire project was $14,369.49 Personally I really want to walk away because I feel they were dishonest and if I had to commit to the at least the price which I was first given would be acceptable otherwise I would like to just walk away period

  

  Business Response

  Date: 04/03/2024

  Good morning,

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

  Powers local installation office in ********** is aware of your concerns about moving forward with the project and Power representatives have been in contact with you in regard to how Power is willing to move forward.  Unfortunately, the 3-day rescission period in which you can cancel the contract outright has lapsed.  Power did remove the gutter and trim portions of the project at your request, however the entry door portion can not be cancelled.  The entry door price of $4,676.47 is the correct price for the door selected and that is what the price of the project has been reduced to.  Power's Project Production Manager whom touched based with you yesterday, 4/2/2024, is scheduled to reach back out to you later today, 4/3/2024, to review what options still to remain to move forward with the project.

  Thank you,

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

  Customer Answer

  Date: 04/05/2024

  I understand that the door was ordered. My problem is I feel two thousand dollars over the price we were told is hard to accept .The bottom line for me is fairness and not to overpay.  Thank you 

  

  Business Response

  Date: 04/17/2024

  Good morning,

  The price for the entry door that you were charged is correct and is in line with Powers pricing for similar entry doors sold and installed in your area.

  Thank you,

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

• Initial Complaint

  Date:04/02/2024

  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 Solar installed by power home remodeling and they installed a 11.4KW inverter for out 17KW system (severely underpowered). When we made them aware of this oversight the only option they offered was $6,700 to uninstall the inverter and reinstall new ones

  

  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.

  The solar system installed in your home was installed as designed and contracted.  The price provided was not to replace the existing inverter, but to add a second inverter, which was your request and which was outside of the original scope of work that you had contracted Power to perform.  The system is operating as intended and is installed correctly.  You have been advised of the additional cost associated with the addition of a second inverter and you have also been advised that it is in Power's professional opinion that this work is not necessary to ensure proper functionality of the system.

  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: 21521469
  
  I am rejecting this response because: I would apreshate a source that you sized the inverter correctly as all your competitors state that the inverter should be either more then the Solar array is rated for, or within 70%. From Engergy Sage "Most installations will have a ratio between 1.15 to 1.25". Your system falls below that.
  Nowhere in your original quote did you include information on the inverter capacity and I feel it is a reasonable assumption that it would be been to the same capacity as the rest of the system.
  In regards to your statement that the price was to add an additional inverter and not replace the existing one I have attached the quote from Power where it states the price for "Removing old 11.4k inverter, installing 2 new inverters" and I have yet to receive a quote for only adding an additional inverter.
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/07/2024

  Good morning,

  The price you were provided was for the work that you wish to have completed.  The system as-is operates as intended and is supplying Power to your home.  Power's local installation office has not heard back from you as to whether or not you wish to move forward with the replacement of the inverter and therefore has not made any changes to the system.  If you wish to make said change please reach out to Power's local installation office and a representative will be happy to assist you.

  Thank you,

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

  Customer Answer

  Date: 05/20/2024

  [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: 21521469
  
  I am rejecting this response because:
  They didn't address it at all, they simply offered to charge more to correct their mistake 
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/31/2024

  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.

  Don't bother with Power for your windows. We replaced 20 windows, which their installation crew handled very well. They ordered and installed the windows within 2 months after we signed the contract. Unfortunately within 5 years HALF the windows became discolored because the double glazing seals failed. That was over 3 years ago, and they STILL HAVE NOT REPLACED the failed windows, blaming it on the manufacturer in ********* ************. They never call with an update even after repeatedly promising to call monthly with an update.

  

  Business Response

  Date: 04/09/2024

  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: 04/21/2024

  I was contacted by Power Home Group after you reached out to them. They have scheduled a date in late May to do the warranty work. 
  We will see how they do. I remain skeptical. 

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a number of windows from Power Home Remodeling. The original agreement was originated January 28, 2016. The windows are guaranteed for life, Unfortunately, 7 of them have broken seals as you can see in the picture. I called Power in November 2022. The Technician came out, looked at the windows and took note of the order numbers on the tags in each window. I was told it would take approximately 12 months. In November 2023 I started calling every month to see when my windows would be replaced. Every month I have been told I would get a call when they arrived. Yesterday, in response to an email I received about the replacement of a single window, I called. I asked when the other windows would be replaced, and after a few minutes the agent told me they had never been ordered. Its been 15 months. I called today with the numbers from the tags from the windows and was told it would be another 12 to 15 months. I am putting my house on the market. I cant sell it with these windows, and I cant wait another year and a half. The replacement order should be expedited or they should pay for me having my windows replaced by someone else who can come sooner than another year and a half. They lost the information and failed to order the windows, and in addition, told me they would be there shortly every time I called. No one ever checked on the order to see what the status was until yesterday, but they all told me it was on the way every time I called. This morning I spoke to ******, who refused to give me a managers name other than **, told me ** was not available and that there was nothing he could do about speeding up the order. They are treating it as a new order, when in fact, it is the order they sent the tech out for in November 2022. Thank you. The **** doc with the same description is attached.

  

  Business Response

  Date: 03/28/2024

  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.

  At this time you are scheduled for Power to replace to window sashes in the home on 4/15/2024.  The remaining window sashes that are on order for your ************** and scheduled to be completed in early June.  As soon as Power receives confirmation from your window manufacturer that the remaining replacement window sashes are completed and scheduled for delivery a representative will be in contact with you to schedule a follow-up service appointment to replace those remaining sashes.  We look forward to having everything resolved for you soon.

  Thank you,

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

  Customer Answer

  Date: 04/02/2024

  [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,
  
  ***********************
  
  

  Customer Answer

  Date: 07/15/2024

  I filed a complaint earlier (#********). Please see attached. Power Home Remodeling agreed to correct the problem by early June. **** has come and gone and I have no replacement windows. I have called repeatedly. This morning I spoke to *****. He told me a single replacement window, top and bottom, was scheduled for replacement on August 28. There is no date for when my other windows will be delivered and replaced. There are another 7 windows on order, but they can't give me a date by when they will be received or installed.
  
  Desired Resolution:
  Replacement

  

  Business Response

  Date: 07/15/2024

  Good morning,

  All of the outstanding replacement window sashes for your home are scheduled to be installed during the 7/22/2024 service appointment.

  Thank you,

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

  Customer Answer

  Date: 07/17/2024

  [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: 21498250
  
  I am rejecting this response because: I spoke to customer service (*****) and told him I was not going to be in ** on July 22. My appointment was supposed to have been rescheduled to August 28 at 10 am. I will not be there July 22. Also, ***** told me they only had one window and they did not know when the others would be available. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/18/2024

  Good morning,

  Power can confirm that the service appointment was rescheduled to 8/28/2024 at your request.  All of the replacement sashes will be replaced at that time.

  Thank you,

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

• Initial Complaint

  Date:03/27/2024

  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 the year 2017, I paid $19,602.00 to get a new roof on our house. The purchase of the new roof came with a 30 year warranty. We had a lot of rain this past Saturday. There was a bad leak inside the house during the rain. I Gave this company a call, requesting that someone come look at and repair the leak. The representative said ***** can come until August. I told the representative that we will be getting a lit more rain before August and I really need this taken care of now before damage starts. The representative said they will pay for the damage. I just want someone to take care of the leak in a more reasonable timeframe. I cant get someone else to look at it because that will void the warranty.

  

  Business Response

  Date: 03/28/2024

  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 ****************** is aware of the outstanding concerns with the roofing project completed at your home and has scheduled a service appointment for the first available date and time.  Should an earlier appointment become available, a representative will be in contact with you to make alternative arrangements.  Power's local installation office in *********** is also working on making alternative arrangements so that we can accommodate your service sooner than currently scheduled.

  Thank you,

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

  Customer Answer

  Date: 04/02/2024

  [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: 21496794
  
  I am rejecting this response because:
  Although the company said someone will reach out to me with an earlier date, no-one has reached out. Had someone actually reached out to to me with an earlier date, I would have been satisfied.  Tomorrow we are expecting heavy rain and floods in my city. This upcoming weather will cause the leaking in my house again. 
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/29/2024

  Good morning,

  Power advised you that a representative will be in contact with you if and when an earlier service appointment is available.  To date, nothing earlier than your currently scheduled appointment has become available.  If and when something does, a Power representative will be in contact with you.

  Thank you,

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

  Customer Answer

  Date: 05/17/2024

  Business never fixed the issue.  They have representatives knocking on my door almost every week asking me to buy the product I already bought but they dont have technicians to fix the problem that Im having with their product.  I will not recommend this business to anyone due to their customer service.  Once you buy their product *** services theyre not interested in you anymore. 

  

  Business Response

  Date: 05/17/2024

  Good morning,

  
  At this time, your service is scheduled to be performed on 8/12/2024.  As has been stated previously, your local office is working on providing and earlier date and time for your service and if and when a new date is available a representative will be in contact with you to confirm those alternative arrangements.

  
  Thank you,

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

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having trouble resolving a warranty issue for faulty windows with Power Home remodeling. I've had several warranty tickets opened for over 2 years now with 2 outstanding - repair to my bay window and replacement of my kitchen garden window due to water leaking inside. The more important of these 2 is the kitchen window replace because of the water damage being caused with each rain fall. The matter has gotten very bad due to a significant increase in the amount of water entering via multiple areas of the window leaking onto my counters and floors. I have consistently called Power since 3/8 due to being promised a call back but they never call. I've been speaking to ***** and each time I call am told he will call the warehouse or he is waiting for a reply. I live in ** and in April it rains regularly; I need this issue resolved ASAP as I cannot worry every time it rains that I will come home to a mess of water in addition to even more damage that can be caused to my counter tops and floors. Power had great pride when selling us these windows about their "lifetime warranty" however what good is a warranty if you have to wait over 2 years for repairs. They also raved about their customer service but when they can't even return a promised phone call with an update that is nothing to rave about. I have been more than patient waiting for call backs with no resolution. Not to mention the countless hours I've spent placing follow up calls and no one can help me. I don't know where else to turn for help in resolving this matter.

  

  Business Response

  Date: 03/28/2024

  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 is aware of the outstanding concerns with the window project installed at your home and replacement product is on order with your window manufacturer.  At this time there is no definitive timeline for the completion and delivery of that replacement product from your window manufacturer that Power can provide.  As soon as a delivery date is scheduled a Power representative will be in contact with you to arrange for the replacement of the defective windows.

  Thank you,

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

  Customer Answer

  Date: 04/01/2024

  [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: 21490857
  
  I am rejecting this response because: I'd like to express my extreme dissatisfaction with the response I have received regarding my outstanding warranty claims. For over two years now, I have been met with the same generic reply, and I find this level of service completely unacceptable. Of the two outstanding warranty claims, one is of utmost urgency. Every time it rains, water seeps into my home from multiple areas around the window, creating a serious hazard. Despite multiple attempts by your technicians, the issue remains unresolved. This particular window, ordered on 9/23/22, was meant to replace a garden window with a standard slider window.
  I find it incredulous that a standard slider window, supposedly the replacement, is not readily available in your inventory. It appears that you prioritize fulfilling orders for new customers over addressing urgent warranty repairs. This neglectful approach not only disregards my loyalty as a customer but also puts my home and property at risk. The water leakage has reached a critical point, causing damage to my kitchen countertop and flooring. The pooling of water around the garden window exacerbates the situation, posing a serious safety hazard. Despite my patience and cooperation, the situation has only worsened over time. I must emphasize that I have been more than fair and patient throughout this ordeal. I have not even sought compensation for the price difference between the garden window and the standard slider. All I ask is for you to fulfill your warranty promise and promptly complete the repair.
  I urge you to take immediate action to rectify this matter. It is imperative that you prioritize resolving this issue to prevent further damage to my property and to uphold the integrity of your company's warranty commitment.
  I expect a prompt response and a concrete plan of action to address my concerns. Failure to do so will leave me with no choice but to explore alternative avenues to seek resolution.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 04/01/2024

  Additionally, I have attached 3 photos and can provide 2 videos upon request but due to their size will need another place to send them due to the size constraints here.

  

  Business Response

  Date: 04/29/2024

  Good morning,

  As stated, Power is aware of the outstanding concerns at the house and is awaiting replacement manufactured product from your manufacturer so that the service can be properly performed and the issue rectified.  Once that product is available a Power representative will be in contact with you to schedule the service to make the repairs.

  Thank you,

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

  Customer Answer

  Date: 05/06/2024

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

  A few weeks ago I was contacted with a June 17 date to remedy the open claims. Unsure why company wasnt able to reply with that info here instead as per usual sends a reply to keep stringing me along. 
  
  Regards,
  
  ***********************
  

  
  

• Initial Complaint

  Date:03/24/2024

  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.

  Our bow window was replaced late 2018. It has lifetime warranty. Early 2021 we noticed that there is brown discoloration in between the window panel and the window sill, the middle one is bad. We reported it, somebody came fixed it but the issue still not resolve and on early 2023 after the strong rain and wind, the rain went sideways due to the strong wind, there was a huge paddle on the same spots. We reported it again and they claimed it is our roof. We dont have any issue with our roof and there is no evidence that the water came there. So, they came again and put an extension in our roof that will divert the rain from the window. My husband tested it using garden hose. There was the paddle again and the roof was dry. We told them what we did to check and they said we can not do that. So, we waited for the rain again. Now, every time there is rain and strong wind there are always paddle coming from between the panel like yesterday.They dont want to honor the warranty. I want to hire a contractor to fix it but if we found out that the window they placed is the problem, they will reimburse us the cost to fix it. They dont agree with that either.

  

  Business Response

  Date: 03/28/2024

  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 Installation Managers have been on-site on 7/25/2022, 2/24/2023, 6/23/2023 and 1/29/2024 to address the concerns with the bay window that was installed in the home.  At each of these visits the conclusion was that there was no issue with the installation of the window or the window itself.  This was confirmed a number of different ways, including water testing the window by spraying it directly with a hose.  Power did discover that there were issues with the ***************** capping above the window that was allowing water to run behind it, which would in turn allow water to run down and into the home through the window opening but not the window itself.  Power has advised you on multiple occasions that this needs to be addressed to stop the leak that you are experiencing but it has not been.  Power did not install the soffit, fascia, or fascia capping and therefore would not be able to service those items on the home for you.

  Thank you,

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

• Initial Complaint

  Date:03/22/2024

  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.

  You had a canvasser open my front door today. Its all on my ring camera. *** filed the video with a report to the sheriff. What is possibly going through your employees head that they would do this? Its dangerous for your employees and a crime! You are hereby notified you and all employees are trespassed from my property. Charges will be filed upon trespass!

  

  Business Response

  Date: 03/28/2024

  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 has added you to their local "Do Not Knock" list as well as their national "Do Not Call" list.  This change may take up to 72hrs to go into effect, at which time you will no longer receive promotional or marketing phone calls from Power's main offices and Power's local sales and marketing teams will no longer visit your home when Power is completing other work in your area.

  Thank you,

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

• Initial Complaint

  Date:03/22/2024

  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.

  In 2010, I purchased windows from Power Home Remodeling (PROJECT # *******). I paid a total cost of $11,000 to replace all the windows in my house. The purchase price included a transferable, lifetime replacement warranty. I contacted Power with concerns about window discoloration by phone in April 2022. After describing the issue, the Power CSR used the term seal failure as the reason for the discoloration. On July 20, 2022, my windows were inspected, confirming seal failures on several windows. In addition, there are a few windows that have mechanical issues. The inspector shared the projected replacement time was one year.I contacted POWER twice in 2023 seeking a status on my replacements. I was told that they were "working hard to clear their backlog."I wrote them via their support portal on January 7, 2024 to voice my concerns and hopefully be provided an update. As of this writing Power has not responded. Their silence is quite troubling to me. There has been a total lack of communication from Power. Not one email, text, letter or phone call to provide an update, status report or any type of correspondence has been issued. We are fast approaching two years since the inspection. It doesn't feel like POWER has any intention of fulfill the terms of their warranty. I want this resolved. I want a stated, documented DATE for the replacements from POWER or to be compensated in a manner that will allow me to replace the windows with another vender.

  

  Business Response

  Date: 03/28/2024

  Good afternoon,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The replacement window sash order for your home was placed with our manufacturer and we are still waiting for the order to be completed and delivered.  Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to.  Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult.  It is for these reasons that the order for the replacement 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: 04/10/2024

  I am not happy with their response on your portal.  It is identical to others that had the same issue as me. 

  HOWEVER, POWER did call me ... within an hour after BBB sent their email to them!  Funny how right after BBB sent their email to them, they were suddenly notified that my windows were going delivered! 

  I am just glad this is coming to a conclusion  I am scheduled to have my windows replaced on May 23rd. 

  I am requesting that this case remain open until my windows have actually been replaced by Power.

  Thank you for getting me closer to resolution.

• Initial Complaint

  Date:03/22/2024

  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.

  We got the windows done by them almost two years ago January 20 2022, everything was fine for the most part other than the fact that they promised us that the house would stay warmer or colder depending on the weather and none of that has happened, they still havent fixed any of the problems like our screens even tho they promised a life time warranty. The windows were ******. Than we got the siding done by them December of 2023, the quote in the beginning was ****** and then after the plywood they added another ***** onto the loan. They put hole in the walls of the house, they left hole all around the house. Everything is uneven, the house is colder, I can hear way more stuff that happens outside, they also promised us that they would clean up everything after they left and they left multiple s**** and bulbs around our property even tho we told them we have 4 dogs and to make sure that they cleaned up and they didnt. Some of our neighbors are complaining about the gargbae, they dont do the outlets that they promised. They ruined our front ******, everything is hanging by a thread. They keep on sending people to fix the problems, but its just to patch the work that they did. We were promised so many things and we didnt receive anything close to what they promised us.

  

  Business Response

  Date: 03/22/2024

  Good afternoon,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue *** 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 recently completed siding installation at your home and has been in communication with you and actively servicing the project to rectify any outstanding issues that *** still be present.  We look forward to having everything resolved for you as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 03/28/2024

  [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: 21470724
  
  I am rejecting this response because:The issue has been going on for months now and every time someone comes they just patch up the work instead of fixing it properly. I've had several inspectors from Power come an come tell me either that "that's how things are" or that "they aren't big enough issues". I've asked for proof of some material that was added on first day of the project that they claimed they need but no material was ever dropped off. We've also have had the cops called because material being all over their yards, nails all over the street at one point [I still find some to this day all over my drive way]  my front yard is filled with plastic pieces still. I've asked several times about the contract they have regarding some of the issues but they don't seem to want to honor it. Half of the the stuff they have put on this house is either falling off or falling apart, nothing is secure and nothing looks to be waterproof. They broke a outside waterproof outlet plug while installing a door, they tucked it in an left it broken with wires rubbing. Their solution was to put a interior house outlet outside open to the environment .I wish to cease all communication with Power as soon possible and be relieved of any debts regarding them or anyone associated with them on the grounds that I do not believe they are reputable or honorable company and none of this will ever be fixed properly or in good faith.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/23/2024

  Good morning,

  Power's local installation office in *********** has been in contact with you as recently as 4/18/2024 and is aware of the outstanding concerns related to the siding installation completed at your home.  A Power Project Production Manager has continued to attempt to work with you on these concerns but has not received any contact in return since 4/18/2024.  Whether you wish to have the issues resolved or the contract renegotiated you will have to continue to communicate with the local installation office to that end.

  Thank you,

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

  Customer Answer

  Date: 05/02/2024

  [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: 21470724
  
  I am rejecting this response because:
  The companys response seems to be a fairly untrue. I have been in contact with several people from power an have met some at the home regarding the issues. I have text messages and calls from power. The last person I talk to was named *** an we spoke on 5/1/2024 an the conversation ended in them telling me they are going to take me to court. All these people from power do is call an email everyday regarding payment an when I call for service its a problem. Ive caught them lying to me regarding material not being installed an me being charged a just a whole a lot of things. I have given them several changes to come an fix the problems but they never do or they just patch it up with something else. At this point I feel very uncomfortable with them trying to scare me by telling me that they will take me to court and that I will lose. They have been nothing but untrustworthy from the beginning. Ive sent some pictures with some of them problems in the house and the worst part of all of this is that I have 2 accounts with them an the first account Ive been trying to get service for months now an still nothing. I gave them several chances to come an fix the problems but at this point its been way to many times an I personally feel like enough is enough. The only thing they are doing are just making the house look worst.
  
  Regards,
  
  ***********************