Complaints

This profile includes complaints for Power Home Remodeling Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Power Home Remodeling Group, LLC

  2501 Seaport Dr Fl 4 Chester, PA 19013-2249

  
• 

  Power Home Remodeling Group, LLC

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

  
• 

  Power Home Remodeling

  7701 Metropolis Dr Bldg 12 Austin, TX 78744-3125

  
• 

  Power Home Remodeling, LLC

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

  
• 

  Power Home Remodeling Group, LLC

  12101 Tech Rd Silver Spring, MD 20904-1915

  

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

• Initial Complaint

  Date:03/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Power was contracted to do roof, windows, siding, and front door for my house. The salesman misrepresented the company and the work that would be done, such that the contract was not executed in good faith. For one thing, the company promised that my storm door could be replaced with the new front door. I was later told that the company would not reinstall storm doors. When I reminded the company of the salesman's promise that my storm door would be replaced, the company added weasel-wording to the contract as "will attempt to reinstall storm door as a courtesy to the customer." It was NOT a courtesy to me; it was a COMMITMENT-unfulfilled. One of the claims that compelled me to sign with this company was the company's purported support and hiring of US veterans. I suspect this was yet another lie by the company. The work done on the house were unskilled Latvians--no veterans. There were defective windows installed; a defective glass sliding door, a kitchen faucet was broken. The worker who tried to fix it broke the replacement faucet and cut off the supply of water to my adjacent dishwasher. I'm shocked by the complimentary comments that are posted on this site which are clearly apocryphal. Are we really expected to believe that eight random people gave this corrupt company 5-star ratings in two days on March *****th? Clearly false ratings. Check out Yelp for a more accurate view of this company's ratings. Avoid Power HRG at all cost! Shame on BBB for sanitizing the ratings of this corrupt company on their site.

  

  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.

  A siding installation team was on-site at the home on 3/12/2024 to address the outstanding concerns with the siding project completed at the home.  There is a pending follow-up service for the window portion of the project that has not been scheduled yet due to the necessary replacement parts that are not yet available.  As soon as the replacement sliding glass door panel is manufactured and delivered to Power from your window manufacturer and service will be scheduled to complete the final repairs and complete the project.  We look forward to having everything resolved for you soon.

  Thank you,

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

• Initial Complaint

  Date:03/19/2024

  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 purchase a Kitchen window and sidings with this company. I have a leak on my window and my window capping are peeling. I made a warranty claim on January. I was schedule for an appointment for some one to come look at it for March 26, 2024 waited a month and a half for the appointment and took time off from work. I received a called from them stating that they cannot come on 3/26/24 a week before my scheduled day and rescheduled me for another appointment for 5/8/24 thats another month and a half I would have to wait again for some one to come look at it to set another appointment for them to come fix it that will probably take another month and a half or two and another day I would have to take off from work. This is unacceptable I cannot get an earlier date as per the company. For my inconvenience I should get a shorter date and should accommodate me for some one to come since its been taking this long just for a claim. Am I supposed to wait a whole year for my leaking window to be fixed? I dont think this is fare..

  

  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.

  Powers ****************** is aware of the concerns with the garden bay window installed in your home and originally had a service appointment scheduled to have it addressed.  Unfortunately, due to an unforeseen conflict that original service appointment could not be honored and for that we are very sorry for any inconvenience it may have caused.  You are currently scheduled for the next available date and time and we look forward to having everything resolved for you soon.

  Thank you,

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

  Customer Answer

  Date: 04/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21453295
  
  I am rejecting this response because:
    scheduling another appointment a month and a half later is unacceptable. For my inconvenience I should have been put in a priority list. Now I have to wait longer to get my situation fix. After the first appointment Im going to again wait for another appointment to get the work done. Again how is that fair to me..
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 04/23/2024

  The appointment has not been completed. The appointment is set for 5/8/24 barring any other set back to have me wait longer. 

• Initial Complaint

  Date:03/17/2024

  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 paid for 25 windows with a life time guarantee. After 2 years 4 windows failed. They replaced them. For the past 7 years 9 more have failed they sent out tech with four windows that didn't fit. Now they just refuse to replace or repair. Screens are failing also under warranty. The windows turn brow inside. The worst thing I've ever purchased. The last time I contacted I gave them all of the WINnumbers and have not heard back in 11mos. I've called only to be lied to about on back order.. they ask for pictures I sent pictures. The tech even told us they purposely sent him out with the wrong windows . He said most customers just give up.

  

  Business Response

  Date: 03/26/2024

  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 11/17/2022 to replace seven window sashes in the home.  ************ was completed and Powers ****************** has not received any contact or requests from you since that date.  If you are currently experiencing issues with the windows that were you installed in your home, please reach out to Power's ****************** at the phone number below and a representative will be happy to assist you.

  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 the  response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21446341
  
  I am rejecting this response because:
  
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/28/2024

  The windows were never installed.  One was and doesn't lock. We called the nextday and was told the jods completed.  I can retake  all of the pictures  if needed.  They look horrible.  

  Customer Answer

  Date: 04/05/2024

  Good morning,  it is Friday April 5th. I wasn't able to reach *********************** . I did speak  with a customer representative, ******.  She apologized and scheduled an appointment for May 7th . A technician is supposed to arrive between 3 and 4pm. I'd like to keep this open until the work is done. I thank you so much for helping us. We are grateful the BBB is there to help the little  people  who get walked over by companies. 

• Initial Complaint

  Date:03/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of my transaction was February 26th. I paid $2,573.96 for one large picture window and two smaller sized windows, one for each side of the large one. After having the windows installed I began to notice a haziness to the windows. I called and reported this and they came out and replaced same. Many , many more times after the first time, I have called with the same problem and they replaced my windows, however, it took months for the replacements. This past call was 9 months ago. It seems that their product is defective and I would like a refund. I should not have to keep replacing defective windows and have defective windows in my home over and over again.

  

  Business Response

  Date: 03/26/2024

  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 orders for your home were placed with our manufacturer and we are still waiting for the orders to be completed and delivered.  Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to.  Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult.  It is for these reasons that the order for the replacement sash is taking so long to arrive at our local installation office in Philadelphia.  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 orders are scheduled to be delivered to our local office in Philadelphia 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: ************ x*
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 04/08/2024

  More Information...Dear *** *****,
  
  I received your email and am not sure how to respond.  
  
  I do not accept the response that I received from "Power".  It does not make good business sense for them to continue to replace my windows, when I keep receiving inferior products in return.  It is costing them more money to do that then to just refund me my money.  I want a $2,573.96 refund.  
  
  I have spent years, yes, years, of reporting damaged windows and waiting months for replacements and then when the replacement arrives, it shows signs of inferior workmanship as the seals break soon after receipt of same.  Since I have purchased these windows I have spent more time with broken seals ,then I have with a transparent window. 
  
  As stated above, I do not accept their response.  I want a refund!
  
  Thank you for your help in this matter,
  
  ****** *****

  

  Business Response

  Date: 04/09/2024

  Good morning,

  The windows that Power was contracted to provide and install were provided and installed in 2014.  The product itself and the labor that Power performed are both protected by the associated warranty coverage provided by the window manufacturer and by Power itself.  This is also outlined in the original contract for the window project from 2014.  Power has serviced the project at your home in accordance with that coverage in the past, at no cost to you, and will continue to do so, as evidenced by the upcoming 6/28/2024 service date to install replacement window sashes in your home.

  Because of this, no refund would be appropriate and therefore none will be provided.

  Thank you,

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

• Initial Complaint

  Date:03/12/2024

  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.

  Approximately June 2013. I engaged Power Home Remodeling Group to replace and repair my roof area. Replace all the shingles but also repair a portion of the roof that sunken in. Before the job started I suggested the chimney be removed if necessary for repair to the roof. The major major need was to repair the sunken in part. Neither was done. Then Power came back to me for an additional 3000 dollars to repair the sunken in part. Now the roof is still leaking when it rains. Power didn't do the work we agreed upon the first or second time. Charged me extra money to do work they didn't complete as agreed upon. Then the roof still leaks at the spot it originally.

  

  Business Response

  Date: 03/13/2024

  Good morning,

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

  A Power representative has spoken with you in regard to the concerns with the roofing project and a service appointment has been scheduled for the first available date and time.  Power did not install the chimney, which has been the source of some of the past concerns and was also a point in concern mentioned in this complaint when it was filed, therefore if an issue with the chimney persists and it is the source of the leak, Power will not be able to remedy that for you.  Power intends to honor the service appointment as scheduled however it is Powers professional recommendation to have a ***** inspect the chimney to determine if repair or replacement is necessary if the chimney remains a concern of yours.

  Thank you,

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

  Customer Answer

  Date: 03/20/2024

  [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]

  I am rejecting this response because:

   
  The main reason I wanted  to repair the roof was because of the leak.  Power assured me they would stop the leak and do the repairs to the roof.  I paid a premium for service to the roof.  I told the Power Representative to remove the chimney if they couldn't repair it.  It is an aluminum construction.  Power does not stand by their word or their representatives word. I will need to find another roofing company to repair the roof properly.  What does that mean for the supposed warranty for the roof if someone else makes that repair? I have a leaking roof exactly where it was leaking before Power started the work.  I already had to pay an extra $3000 when Power failed to do work that they should had done and forced me to pay for it. I already had to pay for them to redo work they should had done the first time.  Hindsight is 20/20 and I have learned my ****** that  Power is unreliable and hasn't done what they said they would do which was fix the leak.  I contracted with a company to do a repair and their construction ******* did poor quality work.

   

   Complaint: 21420845
  
  
  
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/21/2024

  Good morning,

  Power has serviced the roof in the past under warranty and will continue to do so in order to rule out any issues with the roof installation or to repair any issues related to the roofing project as needed.  The chimney was not part of the roofing project and Power can not properly service the chimney, nor does any of your warranty coverage cover the chimney.  Any repairs made to the chimney by a 3rd party will not effect the warranty coverage of the roof.

  Thank you,

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

  Customer Answer

  Date: 03/25/2024

  I have engaged another company to stop the leak.  I don't need to want to continue the complaint against Power for this issue.  Live an Learn.

• Initial Complaint

  Date:03/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2022, I entered into a contract with Power Home Remodeling (the company) for siding and windows. During the initial consultation, I was promised an early November start date and a price of $70k and I agreed to proceed based on these assumptions. The company failed to fulfill its commitments and instead engaged in a series of misleading actions. Firstly, despite their claims of providing affordable services, the company significantly raised prices during the project due to poor measurement and lack of understanding of the scope of work. This sudden increase in costs not only exceeded the agreed-upon budget but also created unnecessary financial strain for me as a customer. Furthermore, throughout the duration of the project, their customer service was abysmal. It was nearly impossible to reach a representative for updates or clarification on the progress of the work. Emails and phone calls went unanswered, and when I did manage to speak with someone, they were dismissive and unhelpful.Additionally, the company failed to deliver the quality of workmanship promised in their marketing materials and initial discussions. The final outcome of the project fell far short of industry standards, with numerous errors and deficiencies evident in the completed work which didnt start until January of 2023. Despite my repeated attempts to address these issues with the company, they have been unresponsive and unwilling to rectify the situation. From increased costs (now close to $90k), pushed out timing, poor craftsmanship, missing materials and poor service, my family and I were just happy to done dealing with this company. It is now a windy day in March 2024, only a year from installation and the siding on my house is blowing off. When contacting the company, they are telling me I have to wait over a month before someone can come out and fix the issues. This is unacceptable, especially given the stress they have already caused in my home.

  

  Business Response

  Date: 03/13/2024

  Good morning,

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

  A Power representative has spoken with you and a service appointment is scheduled to address the concerns with the siding project completed at your home for the earliest available date and time.  If an earlier appointment becomes available a representative will be in contact with you to make alternative arrangements.  We look forward to having your concerns with the siding project addressed as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:03/07/2024

  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 replaced my roof a few years ago and during a storm last night we developed a small leak but still water leaking into our home in the attic where it can grow mold !? This is dangerous. I tried to call and get an appointment and they said I'm not a priority and refuse to send anyone out for over a month ! I have kids this is unacceptable

  

  Business Response

  Date: 03/13/2024

  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.

  A Power representative has spoken with you in regard to the concerns with the roofing project completed at your home and a service appointment has been scheduled for the earliest available date and time.  If an earlier appointment becomes available a representative will be in contact with you to make alternative arrangements.  We look forward to having your concerns with the roofing project resolved for you as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 03/20/2024

  They called and won't give me an appointment until April 18th meanwhile each time it rains my house is getting ruined on the inside because they won't come fix their workmanship quicker because since I already paid them it's not a priority 

  Customer Answer

  Date: 03/20/2024

  [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: 21398378
  
  I am rejecting this response because:

   

  You never reached out to me i had made this appointment prior to discovering the leak in my roof. I then called to get a sooner appointment and you guys said i wasnt a priority even those its leaking and ruining my home . I bet if it was your home youd find a sooner appointment . 
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/18/2024

  Good morning,

  A Power Installation Manager was on-site on 4/10/2024 and discovered that there was no leak from the roof that was installed by Power Home Remodeling, however the chimney itself was leaking.  Power showed you the areas of concern and made the recommendation that you contact a ***** to have the chimney re-pointed to stop the leak.

  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: 21398378
  
  I am rejecting this response because: your service man refused to actually go up on my roof because it was too difficult in his words lol. So you sent someone who refused to actually go on my roof and inspect it. I actually have had another roofer with a ***** come and there are no leaks from the chimney ! Those are old water stains that your guy was showing me and trying to convince me that was the issue . I just let him talk because he didn't even go up on the roof and inspect it . He literally just zoomed in with a crappy phone camera and said there is your problem . You guys are horrible and just don't care about your customers once they've paid you. You just play games and string them along.  Thanks for nothing.  
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/26/2024

  Good afternoon,

  The source of the leak was established after entering the crawl space where the chimney is clearly visible and water stains are evident, referencing photos from before the roofing installation took place and from the current state of the chimney.  As previously outlined, it is Powers professional opinion that the roof is not leaking and that the source of the leak is the chimney. 

  Thank you,

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

  Customer Answer

  Date: 05/12/2024

  Nothing was done ! I sent my response back to their last message saying they resolved the problem when they didn't.  The guy they sent didn't go on the roof, didn't do a water test , the pictures they are referring to are old water stains where it used to leak before I had them come and "fix" it . They are trying to say anything they can to nor warranty anything and of course myself the consumer gets screwed ! What a shocker 

  

  Business Response

  Date: 05/16/2024

  Good morning,

  Power has explained it's stance on the leak you are experiencing in the home, how Power determined the source of the leak, and has advised you on the best next steps for you to resolve your concerns.  Unfortunately, Power can not assist you any further than that since the apparent source of the leak is not from work Power has performed.  It is Powers professional opinion that the issues with the chimney be rectified by a 3rd party contractor or ***** in order to stop the leak you are experiencing.

  Thank you,

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

• Initial Complaint

  Date:02/27/2024

  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.

  September 2022- we got our windows replaced by power home remodeling. We have two windows that needed to be replaced when they first installed the new windows. We were told the order was placed and windows were on back order but would be replaced by early spring of 23. We continued to reach out for a time line, but each call the date kept getting pushed back. Early spring, then early summer, end of summer then fall of 23. We reached out again and was told the windows were never ordered, and that we were never supposed to be given a timeframe because of them on back order. The window order was finally placed after sending an email to the *** of the company. When the windows were originally done, the ******* or person over seeing the completion of the windows told us that our siding needed to be replaced. His name was **** "***" ******. He told us that we needed to have wood replaced, that whoever did our siding prior, never insulated it or sealed the wood correctly and it was leading to a lot of issues. We sat down and went over options thinking that our house was in terrible shape and needed to be repaired asap. Fast forward to the contractor coming to do the siding. Once he was done, we went around the house, I looked in the dumpster from the old siding that was removed an asked him about the damaged wood. He said there was none, the house was in great shape and he thought we just wanted a color change. So now we have a contractor contradicting everything we were told about the house. We actually did not need the siding at all. Since the siding was installed we have had multiple issues with the siding falling down, sagging or just ripping off from the house. Again it took over a year and an email to the *** to get someone to fix it. We were told they would go over the entire house, touch up and fix everything that needed to be done. A once over of the entire ouse. Since then we have more siding sagging and will eventually fall. Were not happy with the work at all

  

  Business Response

  Date: 02/27/2024

  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 is scheduled to be on-site on 2/27/2024 to replace the two window sashes that were on order for your window project.  If you are also experiencing issues with the siding installation that was performed at the home, Power's Installation Manager can address anything you would like while on-site later today.

  Thank you,

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

  Customer Answer

  Date: 03/03/2024

  [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: 21352678
  
  I am rejecting this response because: The business has not tried to make a refund possible. The amount they offered was very minimal, and the amount we would spend on repairs in the future would far exceed that amount.  
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/21/2024

  Good morning,

  The project price has already been reduced $14,921.  Power has maintained it's willingness to service the project and to make the necessary repairs that you have requested, as exhibited by the service visits performed on 1/24/2024, 2/27/2024 and 3/18/2024, however you have continued to request further discounts on the project.  One was offered and Power representatives attempted to follow up with you on this several times before you agreed to keep the warranty and allow Power to service the project.  Due to this verbal agreement and Powers most recent repair work on 3/18, no further discounts will be provided and Power will continue to service the project under warranty as necessary.

  Thank you,

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

• Initial Complaint

  Date:02/22/2024

  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 purchased windows for entire house,22 windows, 1/16/2016 and have had Power out several times to examine windows that have seal failures. Each time they come out the windows they bring have something wrong with them and/or several other windows have additional issues that need to be replaced. When they do come back out to replace the windows they ordered they arrive with fewer windows as they say they have a back order. We understand how COVID hurt many businesses and it takes a while to recover but we have been very patient. The last few gentlemen that have come out has been very apologetic and even said that they have change vendors for their windows and they should be back on track shortly. Since 2/2017 we have had 21 calls into them or appointments and still has not be rectified. I have requested a Manager to call who can make a decision on a solution or reimburse and am told they do not have phone numbers or authorization to forward a call to a manager but someone will get back to me with ***** hrs. I called again today, 2/22/24 and was given the same answer. So frustrating with you spend the amount of money we have and not ONE window has gone without being replaced or on order. We would appreciate any assistance that can be given. Thank You.

  

  Business Response

  Date: 02/22/2024

  Good afternoon,

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

  Power representatives were in contact with you on 2/12/2024 and scheduled a service appointment for a Power Installation Manager to be on-site to install the replacement window sashes that are on order for your window project.  ************ appointment is scheduled for 4/29/2024 with an arrival window between 9:00am and 10:00am.  We look forward to having everything resolved for you then.

  Thank you,

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

  Customer Answer

  Date: 02/26/2024

  [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: 21332270
  
  I am rejecting this response because:
  I also noted in the complaint that I have asked to speak with a manager more than a few times and have been told they could do not have any phone numbers to share to customers for managers.  First, we want this complaint open until our date for delivery in April for 16 or more windows to assure everything is rec'd and in good order!  Plus NO additional windows are now showing a flaw.  Also, we still want to discuss with Management about some reimbursement for the terrible product, lack of service on Power's part and time spent trying to get this problem taken care of.
  
  Regards,
  
  ***** & *******************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/21/2024

  Good morning,

  The service appointment on 4/26/2024 is scheduled to resolve all outstanding concerns with the window project that Power has been notified of.  If there are any additional concerns that have not already been discussed, please reach out to Power's ****************** at the phone number below so that Power can be best prepared to take care of everything during that service appointment.

  The product warranty on the windows installed in your home is no longer in effect as the product warranty is guaranteed by the original window manufacturer and the window manufacturer is no longer honoring their product warranties for any of its customers.  Despite that, ********************** is still providing replacement window sashes wherever needed at it's own expense and Power has not passed any of that cost down to you or any of it's other window customers.  For that reason, no further compensation of any kind will be provided.

  Thank you,

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

  Customer Answer

  Date: 04/25/2024

  Complaint: 21332270

  
  I am rejecting this response because:  Power states we have an appt scheduled for 4/26/2024, however we have not received notification on that. How can a product lifetime warranty no longer be honored?  It was the main reason that these windows were decided on in the first place. A company cannot just send a notice through BBB stating that we are being told the warranty is no longer valid.  We have had problems from the beginning when the windows were purchased and every time a new sash is brought out another window is found to be faulty.  We need to have this situation rectified as we are trying to be decent and cooperative but this notice sends us into a ferry  The amount of money we paid and the problems we have had needs to have the overall situation considered and especially now with the statement that the warranty no longer applies.  A company just can't stop honoring a lifetime product warranty.  Looking forward to have this problem rectified. 

  
  Regards,

  
  ***** & *******************************
  

  
  

  Customer Answer

  Date: 04/25/2024

  [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: ********
  
  I am rejecting this response because: This is an amendment to my original response to the complaint #******** sent earlier tonight.  Here is additional information I wanted to share what Power advertises and represents to its customers on their website

  "When you do a job right every time, you dont mind providing a guarantee. Thats why, in addition to a transferable manufacturers warranty, Power also provides a lifetime labor warranty. And if you ever have questions or issues, we also provide ongoing service and support.
  
  Look forward hearing from Power.
  
  Regards,
  
  ***** & *******************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 04/25/2024

  I sent a response back to Power as they stated in their response I rec'd today that they would not be offering any type of reimbursement PLUS they noted that the following:

  The product warranty on the windows installed in your home is no longer in effect as the product warranty is guaranteed by the original window manufacturer and the window manufacturer is no longer honoring their product warranties for any of its customers.  Despite that, ********************** is still providing replacement window sashes wherever needed at it's own expense and Power has not passed any of that cost down to you or any of it's other window customers.  For that reason, no further compensation of any kind will be provided.
  Thank you,
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  We purchased the windows mainly due to the warranty and they said it was even transferable to new owners.  This is misrepresentation and their website continues to state that they have the lifetime warranties.  Is it our fault they no longer are dealing with the original carrier of our windows?  This is wrong and I wrote back to them stating this as well.

  I'm not sure what their response will be to my response to them but we feel this is something that needs to be looked into.

   

  Customer Answer

  Date: 05/02/2024

  This information was sent back on 4/26/24, however, I believe due to the attachments being added it was not sent.  We are outlining our answer to Power Windows as well as to BBB.  Power indicates that the company will not longer provide warranty to the windows, how can you have a lifetime warranty with options to have transferable then say oh sorry we are not obligated?  Please help us provide an answer to this concern.  Thank you in advance.

• Initial Complaint

  Date:02/21/2024

  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 started my window project August 2021, the project was about ******. The website states, "At Power, renovating your most valued asset is more than a project. Its a privilege. We dont cut corners on quality or service because were as proud of our work as you are of your home. And as a proud homeowner, we believe youre entitled to the following inalienable rights: customer first, ownership, safety, allocation, respect, punctual, fair, privacy, quality, and lifetime guarantee." This project has been going on for almost three years, I want my screens fixed and I want my windows to close, I want my 11-year-old to be able to close his window without needing help. I have been in contact with power home many times and they show up to fix one window, but then forget the screen they need to fix, or they fix the screen and then it falls out, they teach me how to close the window in person, then send me a video of the window that is not the same style window to show me how to close the window again, my window is currently not locking and cold air is coming. I need my two screens installed and I need my bedroom window to close. I also installed these windows because I was told stink bugs would not be able to get in, well stink bugs are getting in along with flies, so I am not sure the windows are sealed well. I would love for all the windows to be checked thoroughly. The business keeps telling me they are on back order and they show me how to lock the windows, but now I cannot. Warranty number is ************ Order # ********/001. No ads were seen or heard, I used power home when I lived in ******* and I loved them, so I decided to use them when I moved to *******.

  

  Business Response

  Date: 02/23/2024

  Good morning,

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

  Power has five window screens in total on order with the manufacturer for your window project.  A Power Installation Manager is scheduled to be on-site on 5/6/2024 with all five window screens and will install them at that time.  Power Installation Managers have been on-site to address concerns with window operation and each time the window has been found to be in good working order and locking and unlocking as designed.  If there are additional concerns with the operation of the windows they can be addressed while Power is on-site to install the screens.

  Thank you,

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

   

  Customer Answer

  Date: 02/24/2024

  [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: 21326511
  
  I am rejecting this response because I have been told multiple times the screens will be fixed, Power home has come to fix one issue (a window not closing) and then forget the screen, they have attempted to fix these screens at least 3 times, so I want to make sure in May the proper screens are placed, and the windows are sealed properly.  The employee that called me did not seem confident as to the screens that need to be replaced.  She had the master bedroom, but the other listed as guest bedroom screen, I hope that is the right room because that room is the girls room that needs the screen too, I don't have a guest room, so I hope they are not confusing my son's room, which is a different window size. My boyfriend was able to close the window that would not close.     
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/21/2024

  Good morning,

  As stated previously, the 5/6 service appointment is to resolve all of the outstanding concerns with the windows and window screens.  We look forward to seeing you then.

  Thank you,

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

  Customer Answer

  Date: 04/27/2024

  [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: 08/06/2024

  I am still struggling with these windows.  I contacted a lawyer, but did not hear back from them.  The windows are not locking and closing properly, bugs are getting in and I am still waiting for my screen.  My mom is 74 recently diagnosed with PSP she cannot be getting on a stool to close her windows, this is very unsafe.  
  Kristy 

  

  Business Response

  Date: 08/06/2024

  Good morning,

  Power is aware of the additional concerns with the window and entry door and there is already a service scheduled to resolve these concerns on 9/14/2024.  We look forward to resolving your concerns with the project at that time.

  Thank you,

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

  Customer Answer

  Date: 08/06/2024

  thank you, I email then about the new issues that have been ongoing and get no response