Complaints

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

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• 

  Power Home Remodeling Group, LLC

  2501 Seaport Dr Fl 4 Chester, PA 19013-2249

  
• 

  Power Home Remodeling

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

  
• 

  Power Home Remodeling Group, LLC

  701 Forest Point Cir STE A Charlotte, NC 28273-6631

  
• 

  Power Home Remodeling

  1922 Old Murfreesboro Pike Nashville, TN 37217-3090

  
• 

  Power Home Remodeling Group, LLC

  2500 W Bradley Pl Ste G Chicago, IL 60618-4720

  

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

• Initial Complaint

  Date:04/28/2025

  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 two new roofs on my property . My main house and a mother in law suite (income property ) The first roof on the main dwelling started on April 5-6. During the removal and lots of hammering th ** unit stopped working (on a 90 degree noon/evening) the next morning I call an ** repair . The Power supervisor stated that if the damage/issue was a result of the roof being installed the company is liable and will pay for the *********** It was determined the new roof install was the cause of the ** disconnecting from the power source . The supervisor did pay the invoice directly to the ** repair guy. The following Saturday April 12 the roofers began removing and installing the second roof on the smaller dwelling . During the install the bungalow lost all power. I asked the roofers if they had cut the power and they had not . After opening the fuse box ALL of the fuses had been tripped . I switched them all back and assumed everything was working . The next day when attempting to use the stackable washer/dryer in the bungalow there was no power and the machine did not work . I contacted Power , had two electricians diagnose the issue and Mr ********* to make sure the washer/dryer had not been effected by power surge . Fortunately the washer/dryer was perfect . The electricians both agreed there was a grounded wire and the outlet no longer had power and that the cause was a a nail from the new roof in one of the wires . The washer/dryer never had an issue before . But the Power Supervisor (although he acknowledged the cause of the grounded wire is a nail from the roofers nailing ) determines the wiring was not done properly therefore Power is not responsible .He ignores the fact that from 2015 until the new roof was installed the washer/dryer as well as all of the outlets worked perfect.His decision is pure speculation and he never denied that the nail gun did the damage . Now I am losing money on they rental and having to pay for the repair.

  

  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.

  Power's local installation office in ***** has been in contact with you in regard to the electrical concerns after the completion of the roofing project at your home.  As explained, Power will not be able to cover the cost of the repairs to the electrical line.  The electrical line was improperly ran too close to the roofing decking and was subsequently hit by a roofing nail.  The attic is filled with hard foam, and in the affected area, Power did not replace the roof decking. Therefore, it was not possible for Powers installation team to know the improperly installed wire was beneath where they were working, which ultimately caused the issue.  Similarly, in the sales agreement that you signed and initialed when you agreed to enter into contact with Power for your roofing project, it outlines that unintentional damage to electrical lines are not Powers responsibility.  This is outlined in the section titled "Contractors Responsibility" and is as follows:  ..."(c) unintentional damage to window treatments, shutters, blinds, alarm systems, household items, landscaping, satellite dish, gas lines, condensation pipes, electrical wiring, plumbing, and telephone installations, it being understood that Buyer(s) is responsible at its own cost for all preparations, protection and/or moving of such items prior to Contractors commencement of the work."

  A copy of the sales agreement has been attached to this response for you to review.
  

  Thank you,

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

• Initial Complaint

  Date:04/25/2025

  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.

  Signed contract with Power Home Remodeling 7 years ago to do a full roof Replacement, attic installation and door Replacement. Well Ive had to Call them several times to look at My Roof. 100% guarantee transferral to new house buyer if we sold our house. Well *** would not assume roof repairs saying it was not a repair that was covered under warranty. Blamed the Problems on ******** adding insulation in our attic floor. I had ******** come here 2x because PHR refused to assume their findings. I then had 3 roofing companies and town building inspector look at Our roof. All companies came back with the same issues found with the roof. Plywood not nailed down. Poor ventilation causing mold, roof sagging due to rafters being 24 on center and on a reroofing job need to be brought up To code Of 16 on center. I have videos of the new roof being done by my contractor. Disgraceful Work done 7 years ago On a 100% roof warranty. *** refuse To this day to assume responsibility and offer a form Of compensation for the cost of our repairs. Do not hire Power Home Repair they do not stand by their products or faulty repairs.

  

  Business Response

  Date: 04/28/2025

  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.

  You purchased a roof replacement project, which does not include any structural work to the home.  Power does not, as a part of any roofing installation, move, add or remove rafters from the home.  If the home was built to present day building code during it's initial construction it may no longer be up to code in several aspects anymore and that is not Powers responsibility as your chosen re-roofing contractor and that is outlined in the sales agreement you signed when you entered into a contact with Power.  Power was also on-site and your project reviewed by Powers local Director of Installations in ****** and the attic has sufficient intake and exhaust ventilation.  The moisture content in the attic is not related to the roofing system installed on your home and Power offered several solutions for you to help resolve that concern.  Unfortunately, Power will not be able to assist with any pre-existing condensation issues at the home (which is also outlined in the sales agreement you signed) and has exhausted any possible remedies that would fall under your product or labor warranty.

  Thank you,

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

  Customer Answer

  Date: 04/29/2025

  I have 5 videos or the repair work on the roof that shows the poor workmanship done by Power Home Remodeling.  These videos were sent to Power Home and they still have not assumed responsibility for faulty work on our roof.  *** *** was the last person at PHR, his contact info is ************

  Customer Answer

  Date: 04/29/2025

  I do not see anything on my

  contract that states what you mentioned. Although I can forward the video of the roof repairs that show your company did not even nail down the plywood you installed and further more the nail you did use were not even roofing nails which caused the lifting of our shingles. Which we complained about several times without satisfaction from PHR. Your company is dishonest and when we ask for repair work it takes months for anyone to get back to us. The mold that was in the attic was from the plywood not being nailed down and the shingles lifting and moving as shown in my complaint to your company.  You were suppose to correct the problem of mold in my attic. Your company made it worse. 

• Initial Complaint

  Date:04/25/2025

  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.

  I am so unhappy with Power Home Remodeling. We had windows installed in November 2024 and there were two minor issues that day. They assured us that they would be back in a week or so to fix it. We called every month to get these issues fixed but were told that they didnt have the parts. Earlier this month we received a voicemail telling us that they were on the way to fix the issue. We were not home at the time and called them back to reschedule. They told us that they would try to get us in the following Saturday. When the following Saturday came and we didnt hear from them we were told that they wouldnt be able to make the repairs until July!! I just want them to come and fix it so I can use my windows now that the weather is nice.

  

  Business Response

  Date: 04/28/2025

  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.

  A Power Installation Manager was on-site on 4/12/2025 as scheduled, however Powers Installation Manager was unable to complete the service due to no one living at the home being available on the date and time scheduled.  The missing screen was left at the home and the remaining materials for the service returned to Powers warehouse and a follow-up service was scheduled for the next earliest available date and time.  We look forward to having everything resolved for you soon.

  Thank you,

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

  Customer Answer

  Date: 04/29/2025

  [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: 23248980
  
  I am rejecting this response because:
  The service department did not give us a date that they were coming, so when we received a message on our cell phone, on April 12th, that they were on their way, we were not prepared. If they had told us in advance we would have made arrangements for someone to be there. When we tried to re-schedule, we were told that the next available service date was sometime in July! This is unacceptable. This has been going on since November of 2024. Enough already! I want to be able to open my windows that I have already paid for in full!
  
  Regards,
  
  **** **********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/29/2025

  Good morning,

  As previously stated, the screen was dropped off at the home on 4/12/2025 when Power's Installation Manager was originally on-site and the screen can be installed in the window at your leisure.  This will provide the home with reasonable protection from insects should you choose to open the window during nicer weather.  The remaining service concerns are scheduled to be rectified on the soonest available date and time.

  We look forward to having everything resolved for you soon.

  Thank you,

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

• Initial Complaint

  Date:04/21/2025

  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.

  Whole house window replacement was completed in early 2024, with a lifetime replacement policy. On Dec.26, 2024, I contacted Power Home Remodeling to report a stress crack in one of the sashes, including requested pictures. I was given a replacement date of March 27, 2025. No one showed up. When I contacted the company, I was told the representative didn't correctly place the order for the replacement and that he was rectifying it immediately and that the window would be in the warehouse in 2 weeks (4/2/25). Upon calling today (4/21/25) I was told it is not yet in the warehouse, but they would schedule the repair work for July *******. I feel it is totally unacceptable to have to wait 7 months for a window replacement that is due to a defective window on their part. I have been unable to open that window throughout the Winter, Spring and now for at least 1/2 of the upcoming summer months.

  

  Business Response

  Date: 04/24/2025

  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 local installation office is aware of the concern with the stress crack in the window installed by Power.  Stress cracks are covered under the manufacturers product warranty and a replacement window sash order has been placed with your window manufacturer.  The replacement window sash has not been completed or delivered to Power's local installation office yet, however a Power representative has scheduled your service to have the replacement window sash installed for the earliest available date and time. 

  We look forward to having your window concern resolved for you soon.

  Thank you,

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

  Customer Answer

  Date: 04/24/2025

  [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: 23229866
  
  I am rejecting this response because:  In no way is it acceptable to have to wait 7 months to resolve a problem that is due to a manufacturing issue.  This not a specialized window sash...it is a standard size window sash and does not require a 7 month span to replace the sash!
  
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/27/2025

  Good morning,

  All of the windows Power sells and installs are custom made for the opening in the home that they are specified for.  As such, replacement sashes are also custom made.  Neither Power nor it's manufacturing partners keep stock of windows on hand and there is no standardized sizes.  Your replacement sash, like all Power windows and replacement sashes for those windows, are custom ordered and follow the normal manufacturing and delivery lead times.  As soon as the replacement sash is manufactured and delivered a Power Installation Manager will be on-site to replace it.

  Thank you,
  
  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:04/17/2025

  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.

  We purchased a door with the understanding that the window glass was frosted. We only got to see images that represented the glass as frosted. What we received was a "frost patterned" glass. We are asking that they either replace the glass with clear (the only other option) or refund the cost of the window replacement. Power has committed to fix the other issues with the door, but refuses to replace the windows without charging us.

  

  Business Response

  Date: 04/22/2025

  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 local installation office in ******* has been in contact with you and a service has been scheduled to address the outstanding concerns with the entry door.  The glass provided in the entry door is the only obscure glass design that Powers door manufacturer offers and this was reviewed and signed off on before the entry door was sent to production.  A copy of your signature on a photo of the entry door you ordered is attached.

  Thank you,

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

  Customer Answer

  Date: 04/23/2025

  [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: 23218607
  
  I am rejecting this response because: My complaint is that the glass was represented to be frosted. We confirmed with the salesman that it was frosted. The images we saw were small and blurry but made the glass appear to be frosted. We only signed the image because we believed and were led to believe that the glass was frosted.

  We understand that the only other option is clear glass. We asked that they replace this patterned glass with clear and we will add a frost overlay to it ourselves. They will only do that at our expense.

  Our point is that this is not buyers remorse, it is that we were misled throughout the purchase process 

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

  
  

  

  Business Response

  Date: 04/24/2025

  Good morning,

  As explained over the phone and in the prior response, the other serviceable concerns with the entry door are being addressed by Power.  The entry door glass provided will not be replaced for free, and if you wish to move forward with the replacement of the entry door glass a Power representative will be happy to provide you with the cost associated with changing the entry door glass to a different style.  Of course, if you wish to add a frosted overlay to the existing glass to achieve the results you are looking for it will have no effect on the existing warranty coverage on the entry door.

  Thank you,

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

  Customer Answer

  Date: 04/24/2025

  [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: 23218607
  
  I am rejecting this response because I continue to assert that Power misrepresented the glass and they continue to refuse to address the issue. 
  
  
  Regards,
  
  **** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/16/2025

  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.

  I purchased windows for my house from Power Home Remodeling, on 02/11/2015. The reason why I decided to go with this company was because they offered lifetime warranty on both product and labor. I called today to submit a warranty claim on a window due to seal failure. I spoke with a person named *******, but he stated the manufacturer they use is under new ownership and they will no longer cover the cost of the window, and they want to charge $180 per window sash. However, the warranty is supposed to be lifetime on both labor and product and the agreement was signed between myself and Power Home Remodeling. No where on the agreement does it ********* be responsible for the product cost if the manufacturer changes ownership. This is a breach of contract and I would prefer not to get any attorneys involved, since I will seek damages. I've submitted multiple claims in the past due to defective windows and this was never an issue.

  

  Business Response

  Date: 04/22/2025

  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 4/16/2025 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: 04/23/2025

  [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: 23213733
  
  I am rejecting this response because: no where in my purchase agreement does it mention anything about the manufacturer warranty claims mentioned below. Attached is a copy of my agreement where it references I need to go to ***************************** to review my coverage details.  However, this page is no longer active (see attached) and I do not recall seeing anything stated about the manufacturers warranty. I recall this  website only included details on how to care for your windows as not to void your warranties.  If Power Home recently updated their contracts to include this terminology this would not apply to my contract dated February 11th, 2015. 
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/24/2025

  Good morning,

  Powers has never manufactured windows and has never been the provider of the product warranty for any windows Power has installed.  As the installing dealer, Power provides the labor warranty coverage on all projects that Power sells and installs.  Powers labor warranty and all of the product warranties currently offered by Powers manufacturing partners are available on Powers website.  A copy of your warranty is attached.

  Thank you,

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

  Customer Answer

  Date: 04/24/2025

  [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]
  
  Unfortunately, I am rejecting this response because these documents were never provided at time of signing the contract.  I will reach out to my attorney regarding this matter.
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/14/2025

  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.

  Hello! The company came to my home to replace my roof and windows. In the process they hired an outside dumpster company for the trash, etc The dumpster company while parking it on my property hit my home. Ive called several times and have gotten the run-around and told that this issue is mine due to it being a 3rd party company. And that it is up to me to get quotes from other vinyl siding to see how much itll be for ME to fix! This is ridiculous honestly

  

  Business Response

  Date: 04/22/2025

  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 local installation office in ****** has been in contact with you four times since the roofing installation was completed in regard to the siding that was damaged by Powers dumpster hauler.  Power's dumpster hauler has taken full responsibility for the damage and has agreed to reimburse you for the repairs needed to the home and has requested that you acquire an estimate for those repairs from a contractor who is capable of performing the work.  Neither Power nor Powers dumpster hauler is able to complete the necessary repairs for you.  Additionally, as the homeowner you should be able to choose a contractor you trust that is local to you that you are comfortable with completing the repairs. 

  Once you have an estimate for the necessary repairs to be completed, please reach out to Power's *************************** 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:04/14/2025

  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.

  I purchased 4 double hung windows and 2 bay windows with lifetime warranty. They have replaced 6 of the windows so far with ongoing seal issues. Today I called about 1 double hung and one casement in the bay window only to be told they would have to charge me $180 for the double hung as the company they do business with has been sold and to restart the warranty I would need to pay them to replace the lifetime warranty window.

  

  Business Response

  Date: 04/22/2025

  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 4/15/2025 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:04/14/2025

  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 purchased windows from Power Home Remodeling with a lifetime first buyer guarantee. We have two windows which are turning brown. When I called the company about warranty work to get the windows replaced, they said they are now charging to replace the windows because they switched manufacturers and the new window manufacturer is not honoring the old contract. I am not understanding why this is my problem to pay for windows that have a lifetime guarantee. This does not seem legal.

  

  Business Response

  Date: 04/22/2025

  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 4/14/2025 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:04/14/2025

  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.

  Spent $32K replacing all 25 windows in my house. They promised a lifetime guarantee for free replacement if they ever malfunctioned. Had their inspector out in Feb and he deemed all to need replacing as all seals were broken. Now they are saying I have to pay $180/window to have them replaced. They are not honoring the lifetime replacement anymore as original mfg sold their business. This is one of the main reasons we went with Power Home, and I don't feel like they can just change the rules after the purchase. I have called several times, and they refuse to even give me a claim number until I agree to pay. I have asked for manager/owner call backs and have waited weeks with no response. This is terrible customer service and bait and switch tactics. They need to honor the original agreement I have and not ask for additional payments

  

  Business Response

  Date: 04/16/2025

  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 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 was outlined to you by a Power representative on 1/21/2025 before Power was on-site to inspect the windows and again on 3/28/2025 when Power Customer Support representatives spoke to you after the inspection, 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: 04/18/2025

  [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: 23200497
  
  I am rejecting this response because:

  This is the second time now that you reference buying a car as the same as buying windows when it comes to warranties. I'll assume this is an automated response you were given as the customer service *** I spoke with, ******, said almost the exact same thing. When buying a car you are given a clear warranty from mfg that is usually 5/10 years or ******* miles. You know exactly when that will expire and you are on your own after that time frame. When your sales *** sat in my house for over 4 hours selling us these windows, he mentioned many, many times about the lifetime warranty and it was a major selling point. In fact, it was probably the number one reason we choose Power Home to do the job. Your website mentions integrity and how you take care of your customers and are very proud to announce that. However, it seems like every customer you had prior to NE ********************** selling their business is just out of luck on the lifetime warranty you so highly trumpeted in the sales process. I understand you have no control over the company that bought NE Windows, but I didn't buy these windows, and spend over $32K, from NE Windows. I bought them from Power Home and you should do the right thing and honor the agreement you sold me and ***lace the faulty windows as originally promised. I started this complaint with the BBB and I see others similar to mine there, but I have not issues sending this to State of ** and beyond as well. This is not right for the consumer and you as a top tier company should be better

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

  
  

  

  Business Response

  Date: 04/21/2025

  Good morning,

  The warranty coverage provided at the time you entered into an agreement with Power to have the windows installed is the same as described in the previous response.  Power's Remodeling Consultants, as a routine part of the sales presentation, show the manufacturers warranty from *************************** to prospective clients when discussing the warranty benefits of choosing Power to do your windows.  Power has never manufactured windows for it's customers and has always partnered with various manufacturers to provide windows for Powers customers, and the product warranty has always been provided by those manufacturers.  Power has never provided a provided a product warranty for a product that Power does not produce and, as the installing dealer, has only ever provided the labor warranty for it's projects.  By choosing to enter into a sales agreement with Power Home Remodeling you were also choosing Northeast Building Products as your window manufacturer.  Unfortunately, Power can not provide a replacement window sash for your window because, as explained, Power does not manufacture.  Power has been able to source and can facilitate the installation of a suitable replacement, however there is a cost associated with manufacturing, transporting, inventorying, and warehousing those replacement sashes.  This minimal cost has been provided to you and that cost is guaranteed for 30 days.

  As the homeowner and owner of the windows you are free to explore alternative options to have your windows serviced or the window sashes replaced, however Power is confident that you will find that those costs far exceed the replacement option that Power has provided to you.
  

  Thank you,

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