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

  41370 Bridge Street Novi, MI 48375

  
• 

  Power Home Remodeling Group, LLC

  2147 Route 27 Fl 2 Edison, NJ 08817-3365

  
• 

  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:03/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/13/2024

  Good morning,

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

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

  Thank you,

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

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Merchant replaced all windows on main and second floor and three basement windows. Installers did significant damage to the siding, including destroying virtually all of the house's J channels and making deep cuts through several pieces of siding. Quality assurance guy came at 9 a.m. the morning after they finished, looked at everything outside on his own and never said a word about the damage (other than to provide me a low interest quote on all-new siding if I signed the deal that day). As a result, the house exterior is no longer sealed from the elements. The merchant admitted fault (I've spoken with them three times), but have taken no steps to fix the problem. The attached pictures illustrate what the opposite of "workmanlike" is. Rather than replace the J channels they broke, they attempted to glue them back together. I am embarrassed for them. This is the last opportunity they will get to fix the damage they caused. If they still won't do it, I'll hire someone else to do it and become more vocal about their "quality." Needless to say, much of their sales presentation focused on how customer-service-driven they are. I spent almost $24,000 for this mess.

  

  Business Response

  Date: 02/13/2024

  Good morning,

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

  A Project Production Manager from Power's local installation office in Denver has been in contact with you and is scheduled to return to the home on Monday 2/19/2024 to review the concerns with the trim and siding around the windows and to determine the best way forward.  We look forward to having your concerns with the window installation resolved for you as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:01/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 17 windows with a lifetime guarantee and within a year water has somrehiw got in between the panes. After calling the company, I was told it would be 6 months or more for a replacement. I called again today to get an update and its going to be 3 more months.

  

  Business Response

  Date: 01/19/2024

  Good morning,

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

  At this time, the replacement window sash for your home is on order with Power's window manufacturer and is tentatively schedule for completion and delivery to Power's local installation office in Maryland.  A Power representative has been in touch with you and a service to replace the defective sash under warranty has already been scheduled.  We look forward to having the concerns with the window in your home resolved shortly.

  Thank you,

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

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 01/09/2024

  Good afternoon,

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

  A Power Installation Manager was on-site on 11/10/2023 to perform a service at the home for concerns with the windows and the door.  There are outstanding concerns with the entry door that require replacement parts and material to complete the repair, all of which has been placed on order with your door manufacturer.  At the present time, the follow-up service is scheduled for the earliest available date and time.  If an earlier appointment becomes available a representative will be in contact with you to make alternative arrangements.  We appreciate your patience and look forward to resolving your concerns with the entry door as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/11/2023

  Good morning,

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

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

  Thank you,

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

  Customer Answer

  Date: 12/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: This was not the original promise made to us. If the company listened to the phone conversation with the agent with whom we spoke, they would agree. Also, we have not received anything in writing that an adjustment has been made to our account.
  
  Regards,
  
  *** And *********************
  

  

  Business Response

  Date: 02/06/2024

  Good morning,

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

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

  Thank you,

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

  Customer Answer

  Date: 02/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: This was not the promise made to us by the representative on the phone. We have asked that the company listen back to the conversations we had with the young lady and honor what was promised. Yes, we have verified that the amount was taken off our loan, but that was not what was promised.
  
  Regards,
  
  *** And *********************
  

  

  Business Response

  Date: 03/07/2024

  Good morning,

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

  Thank you,

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

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/06/2023

  Good morning,

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

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

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

  Thank you,

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

  Customer Answer

  Date: 12/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because this is the same reason I've been given for almost 2 yrs.

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

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

  

  Business Response

  Date: 01/11/2024

  Good afternoon,

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

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

  Thank you,

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

  Customer Answer

  Date: 01/23/2024

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

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

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

  

  Business Response

  Date: 02/01/2024

  Good morning,

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

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

  Thank you,

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

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 11/30/2023

  Good morning,

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

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

  Thank you,

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

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 11/21/2023

  Good afternoon,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The replacement window sash orders for your home were placed with our manufacturer and we are still waiting for the orders to be completed and delivered.  Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to.  Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult.  It is for these reasons that the orders for the replacement sashes are taking so long to arrive at our local installation office in New Jersey.  While we continue to work diligently with all of our manufacturing partners to reduce lead times on manufactured goods as much as possible, we must in the meantime follow the current best guidance that Power is provided on expected lead times.
  
  At the present time your orders are scheduled to be delivered to our local office in New Jersey later this winter.  As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement.  We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.
  
  Thank you,
  
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 12/12/2023

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

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 11/17/2023

  Good morning,

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

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

  Thank you,

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

• Initial Complaint

  Date:09/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/25/2023

  Good morning,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The replacement window sash orders for your home were placed with our manufacturer and we are still waiting for the orders to be completed and delivered.  Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to.  Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult.  It is for these reasons that the orders for the replacement sashes are taking so long to arrive at our local installation office in Philadelphia.  While we continue to work diligently with all of our manufacturing partners to reduce lead times on manufactured goods as much as possible, we must in the meantime follow the current best guidance that Power is provided on expected lead times.
  
  At the present time your orders are scheduled to be delivered to our local office in Philadelphia later this fall.  As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement.  We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.
  
  Thank you,
  
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 09/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  We have been ignored and given untruths through this entire process.  Years and years of excuses, multiple emails, phone calls- these windows have been nothing that was promised by our salesman- they are poor quality and continue to have issues- even the already replaced ones have issues.  Rather than a lifetime warranty of replacing these windows over and over again, I suggest that PHR give us our $9,000 back.  That is what we paid in 2010 for 9 windows.  
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 10/31/2023

  Good morning,
  

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

  Thank you,

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

  Customer Answer

  Date: 11/13/2023

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