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

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

  
• 

  Power Home Remodeling, LLC

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

  

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:01/05/2024

  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.

  January 21, 2012 purchased 8 double-hung vinyl white windows model SL2700 (Power Home Remodeling's signature custom made window) for $7370.50, 2 windows each in the rooms labelled (o*****, ****, *****, ******).April 2, 2014 purchased 4 double-hung vinyl white windows model SL2700 for $4205.20, 2 windows labelled (Play Room, Dining Room).These windows come with a lifetime warranty against failure, specifically "Insulated Glass Unit" - material obstruction of vision from film formation on glass caused by moisture or dust within the insulated glass unit as a result of hermetic seal failure under normal use. This is the failure I am claiming on 4 windows.November 2022 I called to report the LEFT top and bottom Dining Room window and RIGHT bottom sache. January 2023 I called to report LEFT top and bottom of ***** and RIGHT bottom of *****.October 3, 2023 I called for a status update and was told 'confirmation' the saches were ordered (all 6) "few more months"December 7, 2023 I called to check status and spoke with ***. Told me he'll check and call me back in 1-2 days (he did not). He was to also check with the installation office. December 20, 2023 at 11:19 am and spoke with ************ and was told "no update", will be in touch. I want the windows replaced AND installed in 4 weeks or reimbursement ($900 each window (900x4 = $2700)) for another contractor to replace like kind vinyl double-hung window , acknowledging they will not match.

  

  Business Response

  Date: 01/09/2024

  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 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 orders for the replacement sashes are 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 orders are 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.  Because the replacement window sashes are being furnished and installed under warranty, no reimbursement will be provided.
  
  Thank you,
  
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling
  PowerHRG.com

  Customer Answer

  Date: 01/09/2024

  Thank you for your personal response. Quick question - I included my receipt/contract as an attachment and obviously do NOT want it publically available (only to the company of course). 

  Also, in the description of the complaint, I included the names of the bedrooms with the windows, and labeled them my childrens name, thus making the complaint identifiable. Can you remove the names of my children from the complaint (*****, ******, etc)? Thank you.

  Customer Answer

  Date: 01/12/2024

  [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: 21105379
  
  I am rejecting this response because: I am not satisifed with the timeframe offered (over 1 year with no definite delivery date to rectify the problem), while it is certain that merchant continues to sell NEW vinyl windows to newly acquired customers. No doubt these new customers generating revenue for the company are NOT waiting 15 months for delivery of their newly purchased windows. 

  I would accept complaint if a definitive date of installation (or a no later than date agreeable to me) is made. Otherwise, this can go on for additional months with no definite resolution date. 
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 02/07/2024

  Good afternoon,

  For the replacement window sashes that were initially reported, there is already a service appointment scheduled for 3/19/2024 to have these replaced and you have already been notified of this to confirm the service date and time.  For the sashes that were just reported in January, there is no definitive time line on the completion and delivery of these sashes from your window manufacturer at this time which is why one has not been provided yet.

  Thank you,

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

  Customer Answer

  Date: 03/04/2024

  [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: 21105379
  
  I am rejecting this response because:
  Your response is only partially accurate.

  Multiple window sashes (6 in total) have failed and I registered 2 notifications to the warranty department: First in November 2022 (it's March 2024) but the second one was not "just reported in January" as you state in your response - implying I reported them January 2024 - but I reported them January 2023 (it's March 2024) - please check your warranty call logs and records! 

  It is true I have a remediation date for the FIRST 3 sashes for March 19, 2024 but NOTHING for the second set of failed 3 sashes reported JANUARY 2023 for which I was reassured Oct 3, 2023; Dec 7, 2023; Dec 20, 2023; and January 10, 2024 when I spoke with warranty customer service that they ALL (all 6 sashes) have been ordered and pending. Please reconfirm your records.  I am looking for 100% remediation, not partial. 

  I remain unsatisfied 14 months later and retain all rights. I look forward to hearing your updated concrete action plan to deliver and install my windows. 

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

  
  

  

  Business Response

  Date: 03/21/2024

  Good morning,

  The three window sashes scheduled to be replaced on 3/19/2024 were installed as planned.  The remaining replacement window sashes are scheduled to be replaced on 6/17/2024.

  Thank you,

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

  Customer Answer

  Date: 04/09/2024

  [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 as of today April 9, though the complaint is in 2 parts - The first has been resolved and installed and part 2 is planned to be installed June 17, 2024, so I can not with 100% certainty say the issue is completely satisfactory until after June 17, 2024.   
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  Date:12/28/2023

  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.

  After my windows and doors were installed I had issues with the door shutting properly. I called in August and was given a date in November to fix the problems. When the representative came he did a temporary fix but then said he wouldn’t be able to come back out until march to replace and fix the door’s ability to shut properly. Making me go through the winter months with a door that doesn’t shut properly and lets my heat go out the spaces around my closed door. I called customer service and they stated that that time was the best they could do.

  

  Business Response

  Date: 01/09/2024

  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.

  A Power Installation Manager was on-site on 11/10/2023 to perform a service at the home for concerns with the windows and the door.  There are outstanding concerns with the entry door that require replacement parts and material to complete the repair, all of which has been placed on order with your door manufacturer.  At the present time, the follow-up service is 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 appreciate your patience and look forward to resolving your concerns with the entry door as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:12/22/2023

  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.

  December 8, 2023

  To whom it may concern:

  The intent of this letter is to loge an official consumer complaint, and a bad-faith practice, against Power Home Remodeling Group, **** ******* *****, Chester, Pennsylvania, ***** for lying to me, mis-informing me, and, as a result, over-charging me by at least $14,000.00 for roof work that was never intended, by them, to have been done. 

  My name is *** *****,

  My project number is ** * *****

  My house has a GPS address of *** *** ********** *******, Goodlettsville, Tennessee, *****; (the physical location is Ridgetop, Tennessee, *****).

  My cell number is *** ***-****.

  My address is : P.O. Box ***, Ridgetop, Tennessee *****.

  My house needed a new roof so I agreed to meet with a Power Home Remodeling Group sale team from the Nashville, Tennessee, branch on August 22, 2023, at my home to discuss their product. 

  After about six hours touting the quality of Power HRG's products and workmanship, one of the visiting sales representatives went up into my attic to evaluate the beam and rafters that hold up the outer roof.  

  After a few minutes the sales rep came back down looking sad, with a somber demeanor, and in a grave voice announce, "Oh, no! It's worse then I thought!"

  The rep then commenced to tell me, and the two others present, how the wood of the beams and rafters were split, rotted, or water damaged; and would need to be completely replaced before a new outer roof could be put on. 

  The rep then produced two pictures on their phone of two rafters.  One was split, the other was damaged in some way.

  By now a fear-factor had set in on my thoughts, and I was shocked that the roof was in such dire condition.  I asked the rep if I needed to go to a motel until the roof was repaired for fear that it could collapse any minute from his description. 

  He said a motel visit wasn't necessary. 

  The sales representative next did some math calculations for the cost of underside replacement (allegedly), new roof, trim, and gutters.  He announced the cost would be $47,107.86.

  I was stunned! I said that was quite a large amount; and in fact it was 1/4 of the price I paid for the property five years earlier.  

  The representative then explained that if I would agree to allow Power HRG to use "before-and-after" pictures of the work on my house, then a $5,000.00 reduction would be made, but I would have to accept the contract right then and give an e-mail address.

  The rep further explained that if I would make a down payment, the rest of the cost would be financed by Power HRG's associate, ****** Financial, for fourteen years at 10.99%. 

  This offer still seemed over-priced to me but I (erroneously) deemed that the prescribed need to replace all the under-wood plus that labor must therefore (erroneously) justify the large expense. I trusted the Power HRG salesman to be dealing honestly with me.  

  I signed the contract that night for $42,107.86.

  (A later re-measurement reduced the bottom-line to $41,827.87.)

  Eight business days later, when the roofing crew for Power HRG arrived I found out that I had been duped, mis-informed, mis-led, bam-boozled, - - - blatantly LIED to about the need, or intent, to replace all the under-wood when I asked the roofing in-charge man, "Where's the wood?"

  The in-charged answered, "What wood?"

  I explained what I had (fraudulently) been lead to believe, and charged for, about the rafter and beams. 

  The in-charge man said his crew were only there to do the outer roof and its accessories. 

  I could not stop the work because by this time half my roof was removed, and rain was forecast soon. 

  I was (and still am) very distraught.  The in charge man, when I asked, went in the attic and checked the wood.  

  Later I found out five boards under the roofing or replaced.

  This bit of work in no-wise justified the original quote of $47,107.86!

  Was I targeted because I am a disabled, single, female, senior citizen? I do not know, but I hope this does not happen to someone else in similar situation. 

  I called Power Home Remodeling Group headquarters in Pennsylvania, but got no response back. 

  I talked to Power HGR in Nashville, Tennessee, and they assured me that the $41,000 plus price was correct. 

  I trusted Power Home Remodeling Group in good faith; they rooked and cheated me.  The amount of $41,827.87 for a simple roofing job is outrageous. 

  I am saddled with a huge debt on a 50-year guaranteed roof on a 53-year old house.  My income yearly is about $30,000.00. I am 79 years old. 

  Signed older, wiser, but poorer,

  

  Business Response

  Date: 01/02/2024

  Good morning,

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

  Attached to this response are copies of the signed sales agreement and signed project specifications for the work to be completed at your home.  This documentation is being provided to show what services were to be provided and at what price and that you and Power Home Remodeling mutually agreed to move forward with completing the work at those terms.  The pricing for the project, which includes several other products and services beyond just a replacement roof, fall in line with Power's pricing both locally in your market and nationally.  Power does not price projects or specific items based on any homeowners race, gender, ethnicity, sexual orientation, or otherwise but instead on the quality of the product provided, the length and breadth of the product and labor warranties, and the support Power provides during and after your project installation.

  Thank you,

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

  Customer Answer

  Date: 02/05/2024

  January 24, 2024

  Dear *** *****:

  Thank you for sending me the correspondence concerning my complaint with Power Home Remodeling Group LLC in your letter dated January 9, 2024. 

  Due to a ten-day snow/ice interval of blocked roads in my section of Tennessee, I was unable to get to my post office box and received your letter until January 23, 2024.  

  In rebuttal or response to Power Home Remodeling Group *** **** *******'s letter and documents, I reiterate what I wrote in my original complaint letter, i.e., I was mis informed, misled, tricked, and blatantly LIED to about the condition of needed repairs to my house's simple roof; and subsequently over-charged at least by $14,000.00.

  Again, I was told, in front of two witnesses, that the under wood (beams and rafters) that hold up the outer roof were split or rotted or water-damaged, and would be replaced before the new top roof would be put on. 

  This was a lie. 

  Again I state, I was devastated and fearful for my safety that my roof was in such dire condition as presented by the Power HRG sales representative. I blindly signed a virtual contract on a borrowed e-mail address for $42,107.86 that I thought was for the wood and labor to replace my roof, trim, gutters, and the rafters and beams.

  I believed, in good faith, that what was told to me by the Power sales rep would be so written and carried out.  Not so; the damage to the rafters and beams was a lie: a mere dramatic sales antic. That work was never needed, nor was it intended to be done. 

  I hope my story may warn someone else to be less trusting than I, and to be very cautious when dealing with Power Home Remodeling Group, LLC; or, better yet, to not deal with them at all!

  I feel that Power HRG should send $14,000.00 to ***** Financial to go toward my atrocious loan for the roof.  I also think the Power sales team that instigated my project should at least be reprimanded and re-trained in ethics.  I further think the CEO of Power HRG needs to review his company's customer service policies. 

  Thank you for your time and effort. 

  Sincerely, 

  

  Business Response

  Date: 02/05/2024

  Good morning,

  A full re-deck of the of the roof was performed as part of the roofing project as outlined in your contract.  This did represent a significant portion of the price of the overall roofing project as the removal and disposal of 2,000 square feet of old plywood and supplying and installing 2,000 square feet of new plywood is no small task.  However, Power does not perform any kind of structural work to any home as part of any type of product installation and none was contracted for or provided with your project either.

  As stated previously, the price of the project overall is very much in line with Power's pricing model both locally and nationally and you were not charged for work or material that was not performed or used.  Therefore, no refund will be issued as none would be appropriate.

  Thank you,

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

  

  Business Response

  Date: 03/02/2024

  Good morning,

  The roofing project, in conjunction with the trim and gutters that were also on the contract, have been completed and were completed in accordance with the terms of your contract as specified.  Power's pricing does not always align with other companies pricing or the industry average due to the quality of the materials used, the roofing system that Power installs, and the warranty coverage associated with it.  The pricing of your project has been reviewed and the price of your project falls directly in line with Powers pricing for similar projects in your area.  No adjustments to the price of your project will be made.

  If you ever need to utilize your warranty coverage for any reason, please do not hesitate to call.

  Thank you,

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

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Power Home Remodeling replaced our windows on our home. The windows are amazing and look terrific. Unfortunately, the quality of the company does not match the quality of the windows. We had an issue on the day of installation when the crew did not put down enough tarps and set one of the windows directly on our carpet. Even though I told the supervisor not to put anything on the stain, that we would have to have it professionally cleaned, he did so against my wishes and permanently set the stain on our wool carpet. They agreed to have the area professionally cleaned to try to fix it. Unfortunately, the stain came back up. We contacted Power again and asked for another solution. New carpet seemed extreme, so we decided to offer a compromise and ask them to give us money to purchase an area rug to cover the obvious stain on our living room carpet. I spoke to ******************************* who said she had permission to do so. She explained that Power had already closed out our account with the financing company and so a check would be issued. She sent us a form to sign which said we agreed to have our project discounted by $300. I called when I saw the form come through our email because that was not the agreement. She informed me that it was just a formality, that it started the process for sending the check. She said that because the account had already been closed, when the request came through their office, they would automatically send a check out. After waiting for several weeks and no check in the mail, I called again. I was told that my husband and I had signed the form stating we would accept a credit to our account. This has been the issue with Power. Every person we have talked to has been very nice, but they have been ineffective in resolving the issue and have not kept their word. As of today, we have received not communication from the company. We are senior citizens on a fixed income. Power Home Remodeling is not a trustworthy company with which to do business.

  

  Business Response

  Date: 12/11/2023

  Good morning,

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

  As you have stated, the agreement, which was put in place in writing and signed by you, was to reduce the price of the project by $300 as reimbursement for the replacement rug.  A copy of this amendment is attached to this response.  Power has already reduced the price of the project, and the financing on the project reflects this change.  Unfortunately, Power can not issue a check for $300 and reduce the project price as that would net a $600 reimbursement for a $300 carpet. 

  Thank you,

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

  Customer Answer

  Date: 12/14/2023

  [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 was not the original promise made to us. If the company listened to the phone conversation with the agent with whom we spoke, they would agree. Also, we have not received anything in writing that an adjustment has been made to our account.
  
  Regards,
  
  *** And *********************
  

  

  Business Response

  Date: 02/06/2024

  Good morning,

  The signed and dated amendment that was furnished in the previous reply is written confirmation that the $300 price reduction was being applied to the project price and thus the financing on the project.  If you wish to confirm this with your lender you will have to reach out to the lender directly. 

  Your lender, ****************, can be reached at ************** .
  
  

  Thank you,

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

  Customer Answer

  Date: 02/15/2024

  [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 was not the promise made to us by the representative on the phone. We have asked that the company listen back to the conversations we had with the young lady and honor what was promised. Yes, we have verified that the amount was taken off our loan, but that was not what was promised.
  
  Regards,
  
  *** And *********************
  

  

  Business Response

  Date: 03/07/2024

  Good morning,

  Power fulfilled it's obligation in terms of the reimbursement in the manner in which was agreed upon in writing and signed for by both parties.  There is nothing further Power can do in this instance as the reimbursement agreement was fulfilled, as you have confirmed.
  

  Thank you,

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

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had this company install windows and doors in my home. The French door is damaged and leaks water into my home when it rains. I contacted them in October 2021 and they have not made the repairs. They say their manufacturer is out of business therefore they are looking for someone else however, every time I call it's 6 months out for the appt and the 2 appointments they had, they brought the wrong parts. I called again today - 4 December and they gave me a 2024 date for April and said hopefully the parts will be in at that time. They are not calling me back and every time I call I get the same thing, I pay my bill monthly for a damaged product that was from the manufacturer not my doing and they will not do anything to resolve this issue and it will be over a 1 1/2 yrs that I am going through this.

  

  Business Response

  Date: 12/06/2023

  Good morning,

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

  As you have indicated, Power representatives have already been in contact with you and you are scheduled for a Power Installation Manager to return to the home to address the concerns with the entry door.  Unfortunately, the manufacturer of your entry door is no longer in business and therefore replacement parts for it are no longer available.  Despite the product warranty, which is offered by and through the manufacturer, now being void, Power is attempting to source parts for you and for our other customers through different vendors and manufacturers.  Finding compatible replacement parts is not quick or easy as different vendors and different manufacturers are stock or install different styles and brands of the various parts that make up a door.  With that in mind, Power intends to source whatever is necessary and to service your door as scheduled, free of charge.

  We appreciate your patience and look forward to having the concerns with your entry door resolved for you as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 12/12/2023

  [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 the same reason I've been given for almost 2 yrs.

  Put an entire new door instead of continuing this unacceptable excuse.  It's a broken record that I'm tired of hearing.  I paid over a lot of $$$ for this door and your promises when selling it to me were all a lie to get sales. 

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

  

  Business Response

  Date: 01/11/2024

  Good afternoon,

  As previously stated, finding compatible replacement parts is not quick or easy as different vendors and different manufacturers all stock or install different styles and brands of the various parts that make up a door.  With that in mind, Power intends to source whatever is necessary and to service your door as scheduled, free of charge, despite the door no longer being covered by the manufacturers product warranty.

  If you wish to purchase a new door, it will be produced by a different manufacturer and thus be covered under a new product warranty. A new door will not be provided for free.
  

  Thank you,

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

  Customer Answer

  Date: 01/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Good Morning ******************,

  I just received the message you left for me at the BBB website and besides it being completely insulting, I am beyond frustrated with your company.  It's almost 2 years now that I am waiting for replacement parts and the two last appointments your team was unprepared and did nothing.  You stating that you are doing this at no charge is a slap in the face.  You should be reimbursing me for my monthly payments to the finance company for all the frustration I've had to deal with and still paying my bill and not getting the service.  
  
  Your commitment in getting the sale is your only priority because servicing your product is not part of your customer satisfaction.  You aren't fixing the issue, you aren't replacing the door for FREE as you should and, you absolutely do not care about your customer, it's only about the sale.  I'm disgusted in this company, in the way you've treated your customer and you should be ashamed of yourself for defending this inexcusable excuse you keep using about the manufacturer.  
  
  I'm sure your family and friends aren't waiting because you have to show your face, but for us customers, it's a different story, you don't look at our faces, so you have no conscience on what you are doing to hard working people.
  
  Shame on you!!!!
  
  *******************************

  

  Business Response

  Date: 02/01/2024

  Good morning,

  Power is continuing to work with it's partner vendors and manufacturers to provide you with a solution for your door, for free, even though it is not longer under warranty.  This is true for all of Power's customers who have service concerns with their doors that are no longer covered under warranty.

  As soon as one is available a Power representative will be in contact with you.

  Thank you,

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

• Initial Complaint

  Date:11/29/2023

  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 met with business. Set up to have windows installed, time to Indio 8am to 10am, no one showed up, no one called So I called them to fine out hat was going had to call 4 times before someone gave me a phone number to call to see what the issue was. The person I talked with had no idea what was going so we said nope cancel the job, we are no longer interested. We gave them a second chance again, promised 8 to 10, job down by 3 again no show, no phone call. I had to call to fine out what was going on no call back, someone showed up at our front door an hour an half later threatening my wife. For ov3r a month now have been harassed with threatening phone calls. We do not trust this company anymore. We canceled doing business with its them. They don't show up when they say they will, they feel they can show up when they feel like it, weather is the only thing that could cancel and both days were nice and sunny. No excuse not to come. Now its nothing but threats, phone calls, people pounding on our door etc. We are done but the threats keep coming. Both my wife and I are diabled. I am a disabled veteran.

  

  Business Response

  Date: 11/30/2023

  Good morning,

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

  Power's local installation office in Boston is aware of your concerns with the window project that was scheduled to be performed at your home and is aware of your desire to cancel the project.  Whether you wish to move forward with the project or cancel the project, Power can not legally oblige without discussing certain matters with you and having the appropriate paperwork signed and dated, which is why Power representatives have continued to try and contact you.  If you wish to see the matter to an amicable resolution, please return the voicemail or e-mail that has been left with you regarding the status of the project and a Power representative will be happy to assist you.

  Thank you,

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

• Initial Complaint

  Date:11/21/2023

  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.

  Purchased windows 11/16/2016 with a life time warranty. A Power person rang the door in 1/2023 to talk about siding I told him I was not happy with the windows as they were leaking. He said no problem they are under a lifetime warranty and can be replaced at the same time as the siding . So many managers later and people talking about the siding I kept asking about the windows, could not get a specific date as to when they would arrive. No one ever said it would take place 18 months later. If that was the case I would never have invested additional money and had the siding done. I found such a run around with these windows and still have not received the bay and two sides. They use the excuse that covid has affected the flow. Funny how the rest of the world has opened up and moving forward but this company is still using Covid as an excuse. I am extremely upset about the run around and lack of communication from Power and the bay and side windows looking horrible for the past 12 months.

  

  Business Response

  Date: 11/21/2023

  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 orders for the replacement sashes are taking so long to arrive at our local installation office in New Jersey.  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 New Jersey later this winter.  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: 12/12/2023

  This complaint has not been handled.  The Bay window is a mess and Power windows refuses to give a date when it will be replaced.  .

• Initial Complaint

  Date:11/07/2023

  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.

  Bow window and front door October 24, 2023 Paid $16,240.22 Lifetime warranty Dispute: shutters on bow window are not flush against siding (sticks out in middle); inside of front door is sloppy looks like an unfinished puzzle the bottom frame should extend the entire width of the door Power claims to fix the problem in 6 months. NOT ACCEPTABLE!!!!Account/order ********

  

  Business Response

  Date: 11/17/2023

  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 Service department is aware of the cosmetic concerns with the interior trim work around the entry door and the shutters that were installed on the home and a representative has already spoken with you about when and how Power intends to to resolve those concerns.  At this time, the service date provided is the earliest available service appointment.  Should an earlier appointment become available a Power representative will be in contact with you to make alternative arrangements.  We look forward to having your concerns with the project addressed as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:10/07/2023

  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.

  window warranty - window fogged up and has not been replaced -started calling 03/2021 now it is 10/2023 never get a answer when it is coming just that it is not in the shipment coming in. it would be nice to get some kind of a answer. this is the second time this window went bad first time replaced quickly.

  

  Business Response

  Date: 10/17/2023

  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 sash 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 winter.  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: 10/19/2023

  [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: 05/20/2024

  we have a window that fogged up and called the company back in early 2021 since then we called bbb and thought everything was taken care of. in the past month or so we have had them set up a installation time and they have cancelled each time and when you call the office they say they will call back and nobody returns call. all i want is my window replaced and dont know what else to do. if you can PLEASE HELP.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Replacement

  

  Business Response

  Date: 05/20/2024

  Good afternoon,

  The service appointment to replace your picture window is scheduled for this Wednesday, 5/22/2024.  We look forward to having everything resolved for you then.

  Thank you,

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

  Customer Answer

  Date: 05/22/2024

  i just want to THANK YOU we have received our window 5-21-2024 and Thank anyone involved in resolving our problem including power home remodleling.

• Initial Complaint

  Date:09/10/2023

  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.

  This issue has been ongoing since 2010 when we purchased these lifetime warrantied windows. The company was Power Windows and Siding, now known as Power Home Remodeling. We purchased their windows in 2010-and with them were given a lifetime replacement warranty, with the companys promise that they would be replaced for life should their be any issues. Shortly after purchase, we developed a hazy film in two windows. They were replaced. Again 6 months later, three more windows were foggy with a spattered looking inner glass pane. We have had the windows taken out and exchanged for new ones at least three times. We again requested three more replacements in 2021, and the companytold us that because of Covid, they were behind on replacements. We were patient due to the pandemic, but that was two years ago. Either they refund us $6,000.00 to replace the ones that are fogged up and we will use another company- or they need to get out here and replace the windows now. I emailed them in mid August.and someone named ***************************** said we would hear from someone in warranty production- that was over a month ago. I will attach bills and correspondence - they are avoiding making good on their low quality, expensive, lifetime warrantied windows. Please help.

  

  Business Response

  Date: 09/25/2023

  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 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 orders for the replacement sashes are 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 fall.  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: 09/28/2023

  [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:
  We have been ignored and given untruths through this entire process.  Years and years of excuses, multiple emails, phone calls- these windows have been nothing that was promised by our salesman- they are poor quality and continue to have issues- even the already replaced ones have issues.  Rather than a lifetime warranty of replacing these windows over and over again, I suggest that PHR give us our $9,000 back.  That is what we paid in 2010 for 9 windows.  
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 10/31/2023

  Good morning,
  

  Power will not be refunding the project price for the service related concerns with your project.  Power is handling the sash replacements as outlined in the product and labor warranty.  As soon as the replacement window sashes are manufactured and delivered to Power's installation office a representative will be in contact with you to schedule the service appointment.

  Thank you,

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

  Customer Answer

  Date: 11/13/2023

  This company is getting away with poor practices.  Windows need to be replaced, and it took two years to get the first one replaced with no indication of when the next four will be replaced.  Their windows may have a lifetime guarantee, however they are so poorly made, we are in a constant state of replacement.  And two years waiting is TOO long.  I do not feel like this was handled properly, so I called the warranty manager a week ago and he never called me back.  Your service did absolutely nothing to help, so this matter is closed because there were no other options!  I will continue to try to reach the warranty manager.  If you look at reviews of this company you will see MANY complaints involving the leaks in the windows, thus causing a fog that doesnt go away.  They are a horrible company to deal with and I will continue to pursue action.