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:05/14/2025

  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.

  01/16/2018 We had 23 windows replaced in our home which included a lifetime warranty. Within first 1-2 yrs many of the seals on the window haven broken causing moisture between panes. We requested replacement. It took over a year to get replaced despite multiple calls to Power. They finally cam out and would replace 1-2 windows. I have continued to contact them, it took another almost year to get placement on multiple windows, the delivered 1 window. I called to report the 12 remaining defective windows and they would not take the information. They continue to report manufacturer issue with windows. I have spent $20,000 + on replacement windows and over half are defective.

  

  Business Response

  Date: 05/18/2025

  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.

  Two of the three orders of replacement window sashes for your home have been delivered and installed.  The final order of replacement sashes for your home is expected at Power's warehouse in ************ in the next week.  A Power representative will be in contact with you when they arrive to schedule their replacement.

  Thank you,

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

  Customer Answer

  Date: 05/19/2025

  I have about a dozen so more windows needing replacement that they refused to write down the item number for. So not sure which. Windows they are referring to.

• Initial Complaint

  Date:05/14/2025

  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 had windows installed in our home in August of last year. When the last set were being installed in an upstairs bedroom, the installers rushed to finish and they did a poor job. We have photo evidence. In January the ceiling in our kitchen showed a leak. The ceiling is below the upstairs bedroom. By February and then again in March water was pouring in the kitchen when it rained. We have videos which Power has seen. On March 5th our HOA sent a water damage restoration company to inspect and they determined the upstairs bedroom windows were leaking into the ceiling of the kitchen. The windows were reinstalled and resealed by Power's same original installers and so far haven't leaked again. They admitted to doing a poor job. The ceiling was then repaired by Power. The problem is the wood floor in the kitchen was damaged by the leaks. The floor in kitchen, foyer, hallway and bathroom should be replaced because its all one floor. We were told first to get two estimates, then three. Then we were told to just pick an estimate and send it. Someone else at Power said to just have a flooring company get started. In other words we got the runaround. The most recent communications have been that an adjuster will contact us, that they will not replace all the flooring, and that they realize a repair to the damaged area will not match the existing flooring. Now its been at least three weeks of waiting for the adjuster to contact us. I have to add that the restoration company, our homeowner's insurance company, and all three flooring companies have said we would have to have all the flooring in the kitchen, foyer, hallway and bathroom torn up and replaced. We would also have to have a plumber come and take out and put back the bathroom fixtures. Were reasonable and perhaps having all the flooring replaced is extensive. We did get an estimate to get just the area that was damaged replaced. Power clearly does not intend to go ant further with this.

  

  Business Response

  Date: 05/18/2025

  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 damage to the floors is currently being handled through Powers ********************* liability insurance provider and the claim is still open.  The liability insurance provider has an insurance adjuster assigned to the case, whom will be determining the extent of the damage related to the leak experienced at the home.  ************* restitution for the damage will be determined by the adjuster and will paid to you directly from the liability insurance provider.

  Thank you,

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

  Customer Answer

  Date: 05/29/2025

  We have still not had this issue resolved. No adjuster has contacted us. Power Home Remodeling seems to be leaving the issue to a liability company (?) which is supposed to resolve the matter. They lead us to believe it is out of their hands. This matter is not closed. We've been waiting to hear from an adjuster. How could I say that there was a resolution or that there hasn't been a resolution when we are still waiting? It's been almost three months since we first contacted them.

• Initial Complaint

  Date:05/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was left a card that free window estimate appointment was scheduled on 5/8 at 2:00pm. Received a text message to confirm this appointment, which I ignored as did not schedule this appointment and do not want this service. I have then received 5 or more calls. Considered this harassment, and my husband and I are senior citizens.

  

  Business Response

  Date: 05/13/2025

  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 appointment scheduled for 5/9/2025 at 2:00pm was scheduled with you in person on 5/8/2025 at 7:24PM when a Power representative paid a visit to your home.  The follow-up text message was Powers attempt to confirm the upcoming appointment at 2:00pm on 5/9 and the subsequent phone calls were attempts but Powers marketing team to reschedule the appointment after the appointment on 5/9 was unconfirmed and ultimately cancelled.  If you do not wish to receive a free estimate and would prefer not to be contact by Powers sales and marketing departments, 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:05/08/2025

  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 Group was contracted to replace our roof; this work was completed on April 16th, 2025, total cost of the project was $38,627.00. During the course of the project, the siding (fascia and vinyl corner caps; newly replaced, less than 3 years ago) were damaged. On 4/17/25 - **** (QA associate) came to do a walk through; he took pictures of the siding damage/issues, and stated someone from the company would call on the 21st to schedule a team to come out and repair the damages. At this time, he also noted damage to the driveway, by the dumpster rental company, as well took pictures of the debris left behind by the roofing crew.On 4/24/25 - I called the main customer line, spoke with ***, who directed me to email pictures of the damage to their email - ************************************* and an associate would reach out to schedule repair. I also requested a second magnetic sweep, as we continued to find metal debris/nails in the lawn. On 5/1/25 - I called main customer service due to no contact from the company; spoke with ***, who directed me to a link to upload pictures to their Project Pulse App.On 5/6/25 - Rey left a voicemail stating a team would be out on Wednesday between 3-5pm ET to fix the siding issues. No team showed up on Wednesday 5/7/25 to perform any work.On 5/8/25, I called the customer service line, to speak with Rey, she was unavailable, therefore I left a message requesting she contact me; I have not been contacted back and no teams have come out to complete the repairs.

  

  Business Response

  Date: 05/12/2025

  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 service to repair the damage to the home caused during the roofing installation is scheduled for today, 5/12/2025.  We apologize for the necessary reschedule of a prior service appointment, we understand what an inconvenience that can be, and look forward to having your concerns resolved for you soon.

  Thank you,

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

  Customer Answer

  Date: 05/13/2025

  [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: 23306710
  
  I am rejecting this response because: the damage to the siding corners were not repaired. Please see attached pictures of dormer corners. On one front dormer, the white corner caps were cut & damaged; the second dormer shown, has proper trimming of the corner caps. Additionally on the rear of the house, one side of the corner vinyl was cut oddly, while the opposite side is fine.  The siding is relatively new, completely replaced less than 3 years ago, and we paid almost $45,000 dollars. I am not satisfied with the current repairs.

  Additionally, while I understand rescheduling of work may be needed, the communication from Rey on Tuesday the 6th, stated a team would show up on the 7th to complete the work.  No team showed up and we received no communication regarding rescheduling. When I attempted to contact Rey on the 8th, she was unavailable, and I left a message to be contacted back. We never were and had no idea the team would show up on the 12th (however, without the necessary supplies, requiring a return visit on the 13th to complete the repairs).  Due to the undue stress, the need for myself and husband to act as project managers to ensure the work is being done and repairs are being fixed, and constantly having to take time from our workdays to attempt to get ahold of anyone at Power to help resolve the issue, I am also requesting a 20% adjustment on the cost of the project. 

  We have also requested 3 times an additional magnetic sweep of the yard, as we continue to find nails. I have children, pets, and myself & husband that would prefer not to have injury or medical bills from stepping on metal debris or catching sharp items in the lawn mower.  
  
  
  Regards,
  
  ***** *******-*******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 05/14/2025

  Good morning,

  Powers *************************** spoke to you yesterday, 5/13/2025, in regard to the remaining concerns after the service on 5/12/2025.  Powers local installation office in in ******* is also aware of the remaining service items that need to be addressed and a representative will be back in contact with you once a course of action is determined to schedule the follow up repairs.

  As previously stated, the outstanding concerns are being taken care of and there will not be a reduction of the project price.

  Thank you,

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

  Customer Answer

  Date: 05/18/2025

  [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: 23306710
  
  I am rejecting this response because:

  Thank you for the response ****; to clarify, no work was actually performed on 5/12/2025. The siding ***air associate did not have the necessary supplies; he took a piece of the existing fascia with him in an attempt to find matching material. He returned on 5/13, however, was not able to find a match for the existing fascia, so ***laced it with "the best option". The remaining work still needing to be completed is fixing the damage to the corner/edging as shown in the previous attachments.  Since this line of communication through the BBB website is the only time I hear back from Power HRG, I would like to keep this complaint open until the ***airs and project cost adjustment have been taken care of.  
  
  I would also like to address that our request for a second magnetic sweep has been ignored, despite sending pictures to the ** associate (****), Power's email, and posting them to the Project pulse site. In addition to the pictures attached here, we have found handfuls of nails in the grass and around the house.  This has the potential to cause bodily harm to ourselves and our pets. 
  
  We are truly disappointed in the communication and customer service breakdown that occurred as soon as a project was completed. It seemed like at the beginning, getting the quote and setting up the project, we were priority; we were easily able to connect with our sales *** and the initial scheduling associate with any questions, but as soon as the project was "complete"/"signed off", it has been a hassle to get ahold of anyone with our concerns, which is why we felt the need to resort to the BBB complaint route. That speaks volumes for the low regard this company has for their customers.  This has been going on for over a month; in short, Power needs to do better.
  
  
  Regards,
  
  ***** *******-*******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 05/20/2025

  Good morning,

  A Customer Support representative at ********************** was in contact with you today, 5/20/2025, and a follow up service is scheduled for this Thursday, 5/22/2025.

  Thank you,

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

• Initial Complaint

  Date:05/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Power Home Remodeling installed windows in my home in 2013. They were installed by the previous homeowner. 12 years later, 9 of the 15 windows have developed "seal failure" where massive staining has been observed. I contacted them because the windows should have a "lifetime warranty" but was informed by them that the manufacturer has "discontinued these windows and will not honor the warranty." They are then demanding I pay them a fee to replace windows with said lifetime warranty because of the manufacturer, not them. I contacted the manufacturer, who claimed this is an outright lie. The windows are still, in fact, available, as are the parts. The manufacturer is ***************************. When I then contacted Power again, they changed their story and said that now they are demanding I pay them money because I'm the second owner, NOT because Northeast doesn't make the windows anymore. This seems like extremely shady business practice, especially considering it is majority of the windows failing.

  

  Business Response

  Date: 05/07/2025

  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 5/6/2025 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: 05/08/2025

  [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: 23293238
  
  I am rejecting this response because:
  

  I spoke to your representatives who told that the windows were discontinued by the manufacturer.  So I decided to do some digging and called the manufacturer myself.  The manufacturer vehemently denied your claim that they no long produce those windows, and said that they absolutely have the windows and replacement parts associated with them.  They instructed me to call you back and ask to speak to a manager.  It was at that point that your representative completely changed her tune and said that I am not eligible for the warranty and because of that, a manager would never even speak to me.  It was an extremely rude and contradictory conversation.  I ultimately called the manufacturer back and spoke to them, telling them what was said.  They were absolutely shocked, and said that they too would be reaching out to directors in your company about this issue.  When I thought it was because I was out of warranty, I was willing to play ball.  When I was lied to by both sides, that lead to this complaint being filed.  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/08/2025

  I spoke to the manufacturer, ***************************, on Tuesday 5/6, both at 11:25 am and 2:25 PM.  They have absolutely denied to me on the phone the claims that Power is making that they are not warrantying those windows.  They have told me that they have the windows available, as well as repair parts, they will warranty them, and that Power is giving me misinformation.   When I called Power out on that, they turned around and that's when they said "you don't get a warranty, you're a second owner and our managers won't even waste their time talking to you." Extremely unprofessional.  

  

  Business Response

  Date: 05/09/2025

  Good morning,

  If Power was able to source replacement window parts from the original manufacturer under warranty as it has in the past, there would be no material charges associated with the service you are requesting.  As that is not the case, Power has subsidized the costs related to your service as much as possible and the amount quoted for the service repairs is significantly less than the overall cost Power will incur and is significantly less than the cost you would incur if you chose to have the windows repaired by other means.

  As the second homeowner, you do not have a labor warranty with Power Home Remodeling.  That warranty coverage is provided to the original purchaser of the project only, it does not transfer.  With that in mind, Power has not quoted you any cost for the labor related portion of the service you are requesting.  The $180 charge per replacement sash that you have been quoted is for material only.  Given that there is no labor or material warranty coverage on the windows in the home you purchased, the $180 price for a replacement sash is more than fair.
  

  Thank you,

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

  Customer Answer

  Date: 05/09/2025

  Are you able to contact the manufacturer to verify what is being said by Power? Again, theyre deflecting saying they cant get the parts, which is in ***** contrast to what the manufacturer is saying. 

• Initial Complaint

  Date:05/02/2025

  Type:Customer Service 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 Group sent a sales person to our neighborhood this week. They set up an appointment to quote new windows with my wife. She provided her phone number to schedule the appointment. Within 36 hours of providing her phone number for the estimating appointment, she has received 30 unsolicited calls from loan consolidation companies. She has never received these calls before. They started after providing her number to Power HRG for the estimating appointment. It is clear that Power HRG sold her information without consent.

  

  Business Response

  Date: 05/06/2025

  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 calls you have been receiving are from Power Home Remodeling and, prior to the appointment being cancelled, the phone calls were efforts to confirm the appointment you made.  After the appointment was cancelled they were efforts to reschedule the appointment with you.  Power does not sell any information to 3rd parties and the information Power collects is used solely by Power for the purpose of scheduling, confirming or rescheduling appointments.  If you wish to no longer be contacted by Power Home Remodeling then Power can add you to it's Do Not Call list.

  Thank you,

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

• Initial Complaint

  Date:05/02/2025

  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.

  After we bought our house in July of 2014, we ordered new windows through two cycles with Power Home Remodeling. We were sold on their quality guarantee and lifetime warranty (which is marketed as part of their Homeowner's Bill of Rights). We financed the first purchase in May of 2015 for 10 windows and then financed the second purchase in May of 2019 for 6 windows (we are still paying off this loan). In April of 2023, we noticed that one of our picture windows looked dirty, but there was nothing we could do to clean it as it was a defective window. We called Power and they said that they would ***lace the window free of charge but it would take about 16 months. The new window does not match our other picture window because they said that they do not use that manufacturer anymore. We asked the employee who did the labor to look at some of our other windows that we purchased through Power because we noticed the same issue. He said that several other windows were bad and that he would ***ort it to the company when he returned to his office. We never heard from them so my husband called them this earlier this week. He spoke to an employee, *****, who said that they would get back to us about sending someone out to look at the windows. They never called us back, so my husband followed up with them again today. He was told by a customer service *** that they would not send anyone out to look at the windows. They want us to make a list of all of the numbers on the windows (even thought we aren't positive about all of the windows that are defective) and that we will need to pay $180 per window (there are at least 10 windows that could be defective) because the original manufacturer went out of business. Their practices during the sale of the windows was extremely deceptive when discussing their lifetime warranty and there is no clear desire to make us whole considering a large number of windows in our home are now defective.

  

  Business Response

  Date: 05/02/2025

  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 5/2/2025 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: 05/06/2025

  [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: 23278260
  
  I am rejecting this response because:

  Not only was the original selling practice extremely deceptive (it was absolutely not explained that the lifetime warranty was labor only and you have actually already replaced one of our windows for free), the response to the matter as a current customer has been absolutely horrendous.  We have called multiple times in an effort to speak to a manager and despite being told several times that someone would return our call, no one has reached out to us.  We did not have a choice in the manufacturer of our windows - you as a company made that choice.  It seems as if you are now seeing the failure of your choice and you ultimately do not want to make it all right with your customers.  In addition, why would we ever trust you and pay you more money when we have a house full of defective windows that we are still paying for through the third party loan.  We were planning on replacing the last remaining original windows but will absolutely not use your company in the future for any projects.  We will also let others know that your company does not meet the promises made when selling any services/products.  We have never seen a company so absolutely dismissive of customers who have spent thousands and thousands of dollars with them on a product that didn't even last 6 years.  Absolutely shameful.
  
  
  Regards,
  
  ***** ********
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 05/06/2025

  Good morning,

  At the time of sale, Powers Remodeling Consultant presented to you both Power's labor warranty and Northeast Building Products product warranty as part of the window demonstration.  Power does not manufacture any of the products Power sells and therefore Power can not be the provider of the product warranty.  As the installing dealer, Power has only ever offered the labor warranty on it's projects since Power first went into business in 1992.  Additionally, copies of both have been available on Powers website since you entered into the contract with Power to replace your windows.  Furthermore, Power is not asking you to pay in advance for the replacement sash.  Your payment intent is stored securely in Powers system and the transaction processes automatically only after the replacement window sash service is performed.

  Thank you,

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

• Initial Complaint

  Date:04/30/2025

  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.

  ********* Building Products will not replace my windows with defective seals. I had Power Home Remodeling install them in March 2016 and they tell me NEBP is charging $180 per sash to raplace them despite having a lifetime warrantee on these 10 windows.

  

  Business Response

  Date: 05/02/2025

  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 4/8/2025 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:04/30/2025

  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.

  We replaced nearly 40+ windows with powerhome remodeling. Their manufacturer went belly up and went bankrupt. We had nearly every single window replaced for free over the past 10 years. Now they charge $180 for replacement windows which were covered by a lifetime warranty. Buyer beware the rules changed with no notice to customers. 180 isn't a huge cost; but it's more than zero that was promised in the warranty.

  

  Business Response

  Date: 04/30/2025

  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 4/30/2025 and you accepted that quote and provided payment for the order.  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: 05/01/2025

  I understand your supplier folded and there's been ongoing litigation. It's unfortunate. Power could do a better job by notifying your customers BEFORE calling in for warranty service. Send a post card, an email, post something on your social media. Tell your customer base the supplier sucked and screwed everyone. They made crappy sashes and they all had seal failure. I know because nearly 40 of the 50 you sold me had to be replaced. I know your supplier failed me and you.

  Look - you got my business for over 50 windows. I counted on your warranty. The least you could have done was to send me a post card to tell me I have to pay a fee for warranty service, not waiting for me to call you when the product failed and then sending me a copy/paste form letter stating that legally you can do this and I should be happy about it after accepting the fee.

  
  

• Initial Complaint

  Date:04/29/2025

  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.

  This issue with this company is a warranty issue. It takes almost 2+ years to get replacement windows. For the 3rd time 2 replacement windows were installed on April 7 by one of the installers. The 1st one (a sash) was not an issue and he was able to do it alone. The 2nd window which was a much heavier center window is the issue. He was supposed to have a helper come and assist, but never showed up. He did it with difficulty and my assistance (the customer) installing it. He said there were no leaks or drafts coming thru and I believed him. He left and I went to clean the window and I heard the busses go by and it was very loud and a very windy day. I put my head up to the window and I could feel the wind coming thru the gaps in the sides where the molding is. I immediately called the installer and left a message and then put a call into the company. Spoke to **** and said a manager will call and resolve the issue. I have called every week for the past 3 weeks and no one has called back at all. In the meantime we found that another window needs to be replaced.

  

  Business Response

  Date: 04/29/2025

  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 *************************** has been in contact with you and a Power Installation Manager is scheduled to return to the home to adjust the window sash for proper operation on Thursday 5/1/2025.  We look forward to having your concerns with the window resolved for you soon.

  Thank you,

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