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 Group, Inc.

  1660 Walt Whitman Rd Suite 140 Melville, NY 11747-4159

  
• 

  Power Home Remodeling Group, LLC

  41370 Bridge Street Novi, MI 48375

  

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:06/11/2025

  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.

  RE: Windows purchased from Power Home Remodeling Group in 2018 totaling $27,000 plus interest. 3/11/2025 Spoke with CS Representative, ***** (NLN). I explained that red streaks and clear swirls were in the panes. ****** immediate response was that this was a manufacturers defect. He further explained that the manufacturer had since been sold to another company and that the new company will not honor the warranty. I countered that my contractor Power Home Remodlers and not with a manufacturer. ***, chose the manufacturer, secured the window, and installed them. ***** informed me that I would need to pay PHR and additional $285 per window in order to get them replaced. I asked to speak to a manager. He told me that he would pass my concerns along and someone would get back in touch with me within 24 ******** date, five (5) of 27 windows have defects as follows: Two (2) large stationary windows have *****-red streaks in the complete lower half of the double pane along with diagonal streaks in the upper half, and circular streaks superimposed on the upper half. Three (3) slender-vertical and stationary windows have solid white streaks and circular streaks superimposed.3/12/2025 **** (NLN) called and left a message. I was not available to take his call. I returned Mikes call 4 times on 3/12 and the phone was never answered.On 3/13 Again contacted PHR and was assured by a woman that *****, a manager, would reach out to me when he was available.3/13 **** ********* called and I again asked to talk with a manager and that it was my understanding that ***** would call when he got out of a meeting. I spoke with **** for 30 45 minutes.On 3/26, By Certified Mail (Received at 10:37 a.m. on 3/31), I sent a letter to Power Home Remodeling Groups leadership - ***** **************** ******* , Co-CEO *********** ******* *******, COO, *** and Partner, **** *******, ******************** I have had no response to date.

  

  Business Response

  Date: 06/17/2025

  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 lifetime guarantees provided to you for the window projects completed at your home consist of a product warranty and a labor warranty.  Power, as the installing dealer, provides the labor warranty.  The product warranty is offered through the manufacturer, not Power.  Power does not manufacture windows and instead is partnered with several window manufacturers who offer warranties for the products, much like a car warranty is offered by the vehicle manufacturer and not the dealership from which you bought the car.  The manufacturer of your windows, ***************************, is both no longer producing the line of window that was installed in your home and is under new ownership and that ownership group has made the decision to no longer honor the product warranty associated with your windows.  This was not a decision that Power had a hand in, nor is it one that Power supports, however as the provider of the warranty it is their prerogative to do so under the terms of the warranty as they are written.
  
  Because the product warranty is no longer in effect, Power incurs a cost when ordering replacement parts for your windows.  Whereas the replacement parts would have been free under warranty in the past and therefore no cost would have been passed on to you, now Power does incur a cost.  In an effort to mitigate the downstream effect of this change to Powers customers, ********************** has elected to absorb some of this cost and is only charging a portion of the product cost to you, the homeowner.  That cost is outlined in the quote that your received from a Power representative on 4/9/2025 and that quote was good for thirty days.  If you wish to receive a new, valid quote for the replacement window sashes please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.  Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost.
  
  Thank you,
  ?**** *******
  Director of Customer Support
  ********************** Home **********************
  O: ***************
  *****************************

• Initial Complaint

  Date:06/11/2025

  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.

  9/25/2024 Total bill- ******** Amount paid to date- ******** Two consultations, one for window display one for measurement.Installation was third time company came to my home.Front window sold to me does not fit correctly in window space in front of my house. Top of my house was scratched and discolored. Dining room table was scratched by company's equipment.Called and wrote letter requesting to speak with project manager and he never responded. **************** admitted that job was not done correctly and they would send the same team out to fix it. However, job should have been done correctly the first time and I do not want the same team to come near my house again. I also requested to keep my old windows and they told them I could not have them. I believe I should not be charged for the damage they caused or have the same incompetent team try to mask the poor job they did by painting over it.

  

  Business Response

  Date: 06/16/2025

  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 *************************** has been in contact with you on multiple occasions in an attempt to work with you in an effort to resolve the concerns with the window installation completed at your home.  The window in question is not the wrong size, nor was it installed incorrectly.  A bay unit was installed in the opening previously, and it was replaced with a flat unit by Power, and the outline of the projection of the bay unit is visible on the soffit overhang above the opening.  Powers flat unit does not cover that existing outline in the soffit overhang.  This was unavoidable given the nature of the installation the type of window being installed in the opening.  Power has offered to replace the capping along the soffit, and Power has also offered to reimburse you the price of the individual window in question.  To date, Power has not received any indication from you in terms of which way you would like to move forward.  If you have had a chance to review either of Powers offers and would like to move forward with either, please reach out to Powers *************************** at the phone number below and a representative will be happy to assist you.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************
  

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home improvement group calls my phone several times a day. After they offer their service, I tell them I don't need any service, the phone goes dead with no other comments. This is poor business practice and abusing fcc standards. Harassment and bullying are added to the list. It gives legit small businesses a poor reputation.

  

  Business Response

  Date: 06/16/2025

  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 phone number provided does not appear in Powers customer database nor does it appear in *********************** marketing database, which is compiled of phone numbers and addresses of homeowners in Powers market that provided their information to Power directly.  Therefore, it is unlikely that the marketing calls you are receiving are originating from Power, however Power has added the phone number provided to it's internal, national Do Not Call list.  In the event that phone calls did originate from Powers marketing and sales call campaigns, those will stop once the change takes effect in Powers system.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I had four new windows replaced by POWER HOME REMODELING on June 6, 2018 with a life warranty at the cost of $16,000.00 which was paid to ******** the ************ recommended by Power Home Remodeling. On June ****** I reached our to Power to let them know there was a Seal Failure in the Large front window which the representative by the Name ****** promised to have fixed on January 29, 2024 between the hours of 1:45pm and 2:45pm. On December 5, 2024 I again Spoke to ***** who said that the company had changed their manufacturer to **************************** as Ownership for Power Windows and they were backed up.. A new appointment date of June 6, 2025 was given but no one came and there was no reason why. Now I am given another appointment date of July 18, 2025. This is well over a year since my first report. I am now reaching out for your help in resolving this matter. Thank you for your assistance in this matter.

  

  Business Response

  Date: 06/11/2025

  Good morning,

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

  At this time, your window service appointment is scheduled for 7/18/2025, which is the earliest available date and time for your appointment.  If an earlier appointment becomes available a Power representative will be in contact with you to make alternative arrangements.  We apologize for the missed service appointment on 6/9/2025, we understand what an inconvenience this is and we appreciate your patience in getting your window concerns resolved.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:06/10/2025

  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 recently got new siding, during the $47,000 project, we noticed the attached holes in the wall before signing the documents we called to tell them about it assuming theyd just come in and do a quick patch. They said no because its a byproduct of getting new siding. We talked to our contractor friend and they said any damages made during a project should be fixed especially with it being such a small thing. These holes are on the interior of every wall where siding was put on. We are asking that they either come fix it or pay for the labor and materials to fix the walls such as paint, puddy, and c*** to fix. The photos are examples but they are everywhere about ***** per interior wall that siding was put on the exterior Additionally they left our yard a mess and killed our grass. They could have sawed the material in the driveway but instead did it all in the backyard and left it a mess. Ive attached a before and after of what the grass looked like. They left trash everywhere.

  

  Business Response

  Date: 06/16/2025

  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 photos of the interior walls after the completion of the siding installation at your home shows nail pops.  Nail pops in this case originate from the hammering on the exterior of the home to affix siding panels to the home during the installation process.  Nail pops do not occur at every home or during every siding or roofing installation and often depends on the age of the home, the thickness of the exterior walls, the building materials used to build the interior walls, and so on.  Unfortunately, this is not something Power can predict will occur and this is not something that can be avoided during a siding or roofing installation.  For that reason, it is outlined in the sales agreement of your siding project (and all other siding projects) that such damage, should it occur, and it's repair will be the homeowners responsibility.  An excerpt of this clause from your sales agreement is copied below, and is as follows:
  

  "...being understood that Buyer(s) is responsible at its owncost for all preparations, protection and/or moving of such items prior to Contractors commencement of the work; (d) collateral or incidental damage to interior walls (including wall tiles) and personal property, including damage occurring as a result of Contractor installing products on or in Buyer(s)' Property"

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 06/18/2025

  [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: 23448351
  
  I am rejecting this response because while I understand the clause cited in the agreement, it does not explicitly mention or define nail pops as part of incidental or collateral damage. Nail pops are not guaranteed to occur and may be linked to poor installation technique or other controllable factors. Therefore, I do not agree that they fall under the category of expected homeowner responsibility without clearer contractual language or evidence that they are an unavoidable consequence of siding installation. 
  
  
  
  
  Regards,
  
  ******** ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/23/2025

  Good morning,

  Powers siding installations are done in accordance with the siding manufacturers installation guidelines and VSI installation guidelines.  Siding panels are nailed to the exterior of the home, after house wrap is affixed to the exterior of the home, after any and all exterior sheathing is prepped or replaced.  Nail pops are a direct result of the hammering of the aforementioned materials to the exterior of the home and, when they occur, are unavoidable as there is no other way to properly affix siding to the home.  We apologize for any inconvenience this may be causing but Power Home Remodeling is not responsible for the nail pops that occurred on the interior of the home and the siding project sales agreement is clear in this.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:06/09/2025

  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 our entire home from power windows with a lifetime warranty. We called to get repairs on 2 of our windows and have been told they are no longer honoring the warranty because the manufacturer is not available to support it. They want us to pay. This is a scam and rip off. Worse company ever.

  

  Business Response

  Date: 06/23/2025

  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 lifetime guarantees provided to you for the window projects completed at your home consist of a product warranty and a labor warranty.  Power, as the installing dealer, provides the labor warranty.  The product warranty is offered through the manufacturer, not Power.  Power does not manufacture windows and instead is partnered with several window manufacturers who offer warranties for the products, much like a car warranty is offered by the vehicle manufacturer and not the dealership from which you bought the car.  The manufacturer of your windows, ***************************, is both no longer producing the line of window that was installed in your home and is under new ownership and that ownership group has made the decision to no longer honor the product warranty associated with your windows.  This was not a decision that Power had a hand in, nor is it one that Power supports, however as the provider of the warranty it is their prerogative to do so under the terms of the warranty as they are written.
  
  Because the product warranty is no longer in effect, Power incurs a cost when ordering replacement parts for your windows.  Whereas the replacement parts would have been free under warranty in the past and therefore no cost would have been passed on to you, now Power does incur a cost.  In an effort to mitigate the downstream effect of this change to Powers customers, ********************** has elected to absorb some of this cost and is only charging a portion of the product cost to you, the homeowner.  That cost is outlined in the quote that your received from a Power representative on 6/10/2025 and that quote is good for thirty days.  Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost.
  
  Thank you,

  
  ?**** *******
  Director of Customer Support
  ********************** Home **********************
  O: ***************
  *****************************
  

  Customer Answer

  Date: 06/24/2025

  [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: 23445852
  
  I am rejecting this response because: this is not acceptable.  We were lead to believe from our salesperson ***** that you manufactured the windows.  That is why we did not go with ******** or pella and we would have.  We want these windows replaced by power at their cost.  
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/27/2025

  Good morning,

  As part of the sales presentation while Powers Remodeling Consultant was in your home, the relationship between Power and it's manufacturing partners, specifically Powers window manufacturing partner at the time, ***************************, is reviewed.  Additionally, the warranty paperwork marks a clear delineation between the product warranty and labor warranty, as the product warranty paperwork comes from and is branded by ****************** Products and the labor warranty paperwork comes from and is branded by Power Home Remodeling.

  Power has done everything it can to subsidize the cost of the replacement window sashes for your project.  The cost of a typical window sash replacement for your windows, provided that the original window sash was available, would be in excess of $500 per sash.  Power and it's partners have been able to reduce that price to the $180 figure that you were provided.  Power will not be able to reduce that cost any further.  If you wish to move forward with the window sash replacement at the price you were provided, please reach out to Powers *************************** at the phone number below and a representative will be happy to assist you.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 07/07/2025

  I am not satisfied with the response.  As mentioned the power sales person told us that power made and owned the window company and the install company.  This is why we signed the agreement with them.   I was out of the country on business last week and could not respond until today.

• Initial Complaint

  Date:06/09/2025

  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.

  Power Homes came to our door in November 2024 and gave us a quote for a new roof. We decided to go with them, and they installed both the roof and gutters in December. We chose their higher-cost option because it came with a 50-year warranty. They also assured us the gutters would only need cleaning once or twice a year. They were supposed to be larger and better equipped to handle the heavy rain and abundant tree debris we get here in ************ all sounded great until the rain actually came.Since installation, Ive had to go outside during nearly every thunderstorm, often in the middle of the night, to clear out clogged downspouts just to prevent water from entering our home. They came out a few times to inspect the system and told us everything was fine. After about the fifth time of doing this, I pushed for a better solution. Their response? I could either purchase aftermarket products and hope for the best, or pay someone else to install entirely new gutters.The product they promised not only failed to perform as advertised it has caused more water issues than we ever had before. And now, instead of standing behind their work, theyre leaving us to deal with the consequences and pay out of pocket to fix it.

  

  Business Response

  Date: 06/13/2025

  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 gutter system does not include gutter protection and Power does not offer any kind if gutter protection system.  Powers gutters are wider and deeper that most gutter systems on the market and the added width and depth allows debris that may build up into the gutter to flow more easily towards the downspout and wash itself away in heavier rainfalls.  However, Power does not guarantee that the gutters will not clog and you will not find such a guarantee in any of the project related paperwork or warranty coverage you were provided with your project.  With that said, Power is returning to the home on 6/25/2025 to install a gutter protection system on your gutters free of charge.  This is not a Power product, this is not an offering that Power supplies, and this gutter protection does not carry any warranty coverage through Power.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 06/18/2025

  I am thankful they will be putting the gutter guards on, and it is the very least they could do. The response sent was quite rude and made it seem like it was my problem, not an issue with false advertising. I never expected them to "never get clogged, It happened once and I just cleared it and moved on, only after the 4th time in a row of storms did I decide it was no longer just a freak accident and an issue with the product. As I had stated to them on the phone and my complaint this is not an issue we have ever had in the past and nothing else has changed. I will not be blamed for a wrongly advertised product. My only fault is making a purchase from a door to door salesman.

  None the less, they have made a reasonable attempt to rectify the situation, and as I will be moving soon I will leave any further issues to the next owner.

• Initial Complaint

  Date:06/09/2025

  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 purchase those Windows for the house, The company said that there are lifetime warranties.I called for some bad windows, not only the lady was rude to me, but she also said they do not produce those windows anymore and i will have to pay for replacement. When i told them those windows are lifetime warranty, she said they did not know the company who made the windows will not make them anymore, and i have to pay. When i told her that wasn't the information you gave me when purchasing the windows, she said sorry about that.

  

  Business Response

  Date: 06/13/2025

  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 lifetime guarantees provided to you for the window projects completed at your home consist of a product warranty and a labor warranty.  Power, as the installing dealer, provides the labor warranty.  The product warranty is offered through the manufacturer, not Power.  Power does not manufacture windows and instead is partnered with several window manufacturers who offer warranties for the products, much like a car warranty is offered by the vehicle manufacturer and not the dealership from which you bought the car.  The manufacturer of your windows, ***************************, is both no longer producing the line of window that was installed in your home and is under new ownership and that ownership group has made the decision to no longer honor the product warranty associated with your windows.  This was not a decision that Power had a hand in, nor is it one that Power supports, however as the provider of the warranty it is their prerogative to do so under the terms of the warranty as they are written.
  
  Because the product warranty is no longer in effect, Power incurs a cost when ordering replacement parts for your windows.  Whereas the replacement parts would have been free under warranty in the past and therefore no cost would have been passed on to you, now Power does incur a cost.  In an effort to mitigate the downstream effect of this change to Powers customers, ********************** has elected to absorb some of this cost and is only charging a portion of the product cost to you, the homeowner.  That cost is outlined in the quote that your received from a Power representative on 6/9/2025 and that quote is good for thirty days.  Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost.
  
  Thank you,
  ?**** *******
  Director of Customer Support
  ********************** Home **********************
  O: ***************
  *****************************
  

• Initial Complaint

  Date:06/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with roofing work to be done and provided them with my BofA ACH/routing number topay for 1/3 of estimated work done. This was done on 5/24/25, two days later a called to cancel contract (materials had not been delivered yet), and I called my bank to stop transfer of money because the withdrawl from my checking account had not occured yet. Unfortunately, the money did get transferred later that day. I had called PowerHRG to cancel the work and get my $8,365.00 refunded. On 05/28/2025 the sales representative stopped by my house to sign to have work cancelled. His name is ****** *********. He told me it should take 5 yo 7 days for money to be refunded to by bank. I have not seen the money yet, and when I call them they say this matter is with HQ and they are looking into it.

  

  Business Response

  Date: 06/10/2025

  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 *************************** was in contact with you today, 6/10/2025, and confirmed that the funds have already been reversed and appear in your account.  ********************** has also confirmed that the roofing project was been cancelled.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 06/23/2025

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

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Power Home Remodeling installed a damaged and faulty window in my home in 2024. This window was a replacement for an already faulty window that was installed back in 2019. I called Power a couple months later when I realized the horrible shape it was in and put in the order for the window to be replaced again. Over the next months I also spoke to the multiple installers who came into my house to replace other faulty windows that Power had put in in 2019. All assured me that the order was in for it to be replaced, and were very apologetic that something like that would even be installed in the first place. Pictures were taken and things were typed into iPads. If I remember correctly, I even called Power a second time to follow up. I had no reason to think it wasnt being taken care of. I called Power today to follow up after months of hearing nothing. I waited months because that is how long it has taken them to replace my other faulty windows. I was told that there is no record of me talking to anyone about that window. No order was ever put in. And since the window is discontinued the warranty doesnt fully cover a new window and I have to pay $180 if I want a replacement. I have not had to pay anything for any of my other faulty windows to be replaced. The other ones became damaged over time, but this one was installed in horrible shape in the first place. The pictures show the shape the window was in when they installed it.

  

  Business Response

  Date: 06/09/2025

  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 4 replacement sashes that were originally requested were installed on 6/28/2024 and on 9/19/2024.  After the 9/19/2024 service, there were no outstanding replacement sashes on order for your window project, no additional window issues were observed by Powers Installation Manager while on-site, and no additional concerns with the projects completed at your home by Power were brought up.

  The lifetime guarantees provided to you for the window projects completed at your home consist of a product warranty and a labor warranty.  Power, as the installing dealer, provides the labor warranty.  The product warranty is offered through the manufacturer, not Power.  Power does not manufacture windows and instead is partnered with several window manufacturers who offer warranties for the products, much like a car warranty is offered by the vehicle manufacturer and not the dealership from which you bought the car.  The manufacturer of your windows, ***************************, is both no longer producing the line of window that was installed in your home and is under new ownership and that ownership group has made the decision to no longer honor the product warranty associated with your windows.  This was not a decision that Power had a hand in, nor is it one that Power supports, however as the provider of the warranty it is their prerogative to do so under the terms of the warranty as they are written.
  
  Because the product warranty is no longer in effect, Power incurs a cost when ordering replacement parts for your windows.  Whereas the replacement parts would have been free under warranty in the past and therefore no cost would have been passed on to you, now Power does incur a cost.  In an effort to mitigate the downstream effect of this change to Powers customers, ********************** has elected to absorb some of this cost and is only charging a portion of the product cost to you, the homeowner.  That cost is outlined in the quote that your received from a Power representative on 3/28/2025 and that quote is good for thirty days.  Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost.
  
  Thank you,
  ?**** *******
  Director of Customer Support
  ********************** Home **********************
  O: ***************
  *****************************

  Customer Answer

  Date: 06/11/2025

  [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: 23435698
  
  I am rejecting this response because:
  I spoke to multiple people on the phone and in person about this window. It was looked at in person by both men who came into my home to replace other windows. Both men looked at the window, agreed that it was ridiculous that this window was installed in my house in the first place because of the shape it was in. They both assured me that the window information was put into the system to be replaced. I cannot understand why it would be my fault that 1. Power installed a faulty product in the first (and second) place and 2. Power somehow lost all of the communication that I have had with multiple people. It should not be on me to pay for any of it when it is to replace not one, but two faulty windows that Power installed in that spot on my house. I have already paid for this master bedroom window but have yet to have one installed in this spot that actually works and doesnt have stuff growing in it! Give me the window that I paid for and have yet to see!
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/18/2025

  Good morning,
  
  The window installed in your home was not defective at the time of installation.  Over time, since the installation took place in 2017, the low-e coating has failed.  While this is a manufacturing defect, it is not indicative of an issue with the window at the time of installation, only occurs in a very small percentage of windows that Power has installed, and means there there is nothing growing in it. The cost to manufacture, ship, warehouse, deliver and install a replacement sash in your home prior to Northeast Building Products termination of the warranty coverage was in excess of $500.  While the cost to the end consumer was free under the terms of the now-defunct warranty agreement, that was the cost to Power and *************************** and that would be the cost to the end consumer if *************************** could still provide a replacement sash for your home.  In lieu of this, Power has co-developed a replacement sash option for your home that otherwise would not exist.  In other words, without doing so, you would have no option to have the window repaired or replaced.  Furthermore, the cost of manufacturing, shipping, warehousing, delivering and installing this replacement window sash is only $180, far less than any alternative you will find.
  
  If you wish to move forward with the replacement sash service at the quoted price, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.  Unfortunately, there is no other remedy available.
  
  Thank you,
  **** *******

  ?Director of Customer Support?

  ********************** Home ********************** ?

  O: ***************?

  *****************************
  

  Customer Answer

  Date: 06/28/2025

  [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: 23435698
  
  I am rejecting this response because:
  

  The amount of stuff growing in this window is beyond what was growing in my other windows in the past. Maybe it wasnt in there when it was installed, but it was throughout the entire top sash within a couple months of installation. This is when I called Power about having the window replaced for the second time. According to Power, they lost all record of my multiple communications about this window. Also, I showed the window in the attached pictures, but maybe wasnt clear in my writing. The stuff growing in the window is not the only issue with this window. It is also covered in scratches and has stuff (insulation?) falling out of the top. I reattached the pictures so that you can clearly see. Along with the stuff growing, these were all things noticed within a couple months of installation.  Again, all I am looking for is what I paid for and have yet to see, a functioning window. How can you as a business ask a customer to pay more money for something that you still haven't given?  Throughout the 6 year process of getting windows and having most of them replaced for being faulty, Power has been nothing but helpful, friendly, and has done everything they can to get us the windows that we paid for.  And they always had record of what windows needed replacing, even through the pandemic when it took months to get windows replaced. It is unfortunate that this no longer seems to be the case for Power.

  At this time, the window is being taken care of, so I am no longer trying to get my window replaced from Power by these means.  I just want it on record that Power is still asking that I pay more money for a window that I already paid for, and that they never gave me. I can not accept that logic or their business ethics.
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/30/2025

  Good morning,

  Power has explained the cause of the issue you are experiencing with your windows, the current situation with the manufacturer of those windows, and what steps would be necessary in order for you to have the window addressed through Power.  Based on your response, you have elected to have it addressed another way.  If you change your mind in the future, please reach out to Powers *************************** at the phone number below and a representative will be happy to assist you.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************