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 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

  4135 Crescent Park Dr Riverview, FL 33578

  

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

• Initial Complaint

  Date:01/22/2025

  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.

  You sell windows, doors etc. Come into peoples houses and BRAG that they are really great windows with lifetime guarantee and in 5 years they discolor, and they need to be replaced!! Started getting windows in 2014, now its 2025, and since then Ive called about the discolored windows, when a customer gets new **********************. you have them all, but when a customer needs a window replaced because of discolor, it is IMPOSSIBLE to GET help to replace them quickly as you sell them. Since we have had the windows, and as soon as they started turning, I have called and complained EVERY YEAR, THAT they need to be replaced. (oh, you know who we are!!!) and what is the excuse?? oh we DONT have them in!! I bet the Owner or *** does not even know about the issue? Why sell windows if you cant even help the customer??!! If they are going to discolor and you know this, why DOES A CUSTOMER HAVE TO WAIT SO LONG???? how many other people have to wait???? VERY BAD BUSINESS TACTIC!! I SUGGEST YOU GIVE THE MONEY BACK TO THE PEOPLE YOU CANT DELIVER TOO!!! TO THINK THAT YOU GOT THE JD POWER AWARDS ALL THOSE YEARS??? UNDESERVING!!!

  

  Business Response

  Date: 01/23/2025

  Good morning,

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

  Power does not manufacture windows, nor does Power keep stock of windows or window parts, as every window installed in Power customers' homes are custom made for the size of the openings they were sold for.  For new projects and for services on previous projects, Power orders manufactured windows and window parts from Powers manufacturing partners on behalf of the customer.  These manufactures build and deliver windows and window parts to Power and Power supplies and installs them in the customers home.

  This was true each time you reached out to Power for service with respect to the windows and each time a replacement window sash was manufactured, delivered and installed in your home.  To date, Power is not aware of any outstanding concerns with the windows and all previous service related issues have been resolved.  If you are experiencing any issues with the windows install in your home by Power, please reach out to Powers *************************** and a representative will be happy to assist you.

  Thank you,

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

• Initial Complaint

  Date:01/20/2025

  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 installed a radiant barrier in our attic on May 3rd, 2024 with Power Home Remodeling. We were told that this installation would help solve a ventilation issue and fix a potential mold situation. We paid $6,082.39 for the installation. Now (January 2025), we noticed that there is water damage on our ceiling in a few rooms. We had Power come out and they told us it was a ventilation issue and that they would not fix it. I requested to speak to a manager and he basically told us that it was not their problem. He also listed that it was a insulation issue. When I questioned why 2 different issues were stated, he said that it could multiple issues. I also informed him that this problem had not occurred in previous ******* and he basically said "a problem isn't a problem until it's a problem". While I understand that, the only change in our house was this radiant barrier and now we are seeing damage. When asked if there was anything we can do, he said no. We also asked for it to be removed and to receive a refund since it's more less than a year and he said "we are not going to do that". We asked to speak to a manager and he said "this issue ends with him".We are stuck because this things is damaging our house and we contacted a roofer and he also said this was caused by the radiant barrier but the company will not fix it. I also want to add this manager was very rude.

  

  Business Response

  Date: 01/23/2025

  Good morning,

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

  A Power Installation Manager was on-site on 1/20/2025 to review the concerns with the radiant barrier installation in the home.  The project completed in the attic was only for the radiant barrier, no blown-in insulation was contracted to be done and therefore nothing on the floor of the attic was modified or disturbed.  The radiant barrier that Power installed is installed correctly.  It stops 2-3 feet short of both the ridge beam, where the exhaust ventilation for the attic should be cut into the roof, and 2-3 feet short of the floor of the attic to prevent any blockages of the intake ventilation, which should exist either in the soffit or along the gutter line of the roof.  The radiant barrier is secured to the rafters of the attic, it is not tight to the attic ceiling, so as to allow airflow above and below it.  The radiant barrier is not slowing or preventing any existing airflow or ventilation of the attic. 

  While on-site, it was observed that both the ridge vent and any intake ventilation along the eave of the home that may exist was blocked by ice.  This is indicative of a possible ice dam or snow build up over the intake or exhaust ventilation that would prevent the necessary airflow through the attic.  It was also reported to Power in December of 2024 that condensation was forming on most of the windows in the home, which would indicate a presence of excess moisture in the home.  Both of these are contributing the the damage that you are seeing in the home.  Unfortunately, these are not issues that Power can assist with as they are unrelated to the work Power has performed at the home.

  Thank you,

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

  Customer Answer

  Date: 02/03/2025

  Hello,

  I saw the company's response and I understand what they are saying but this issue was not present prior to the installation of the radiant barrier. I have attached pictures that show the situation getting worse. Additionally, I talked to a roofer and showed them the pictures that Power provided and they informed me that Power basically created a problem where the air is trapped which is why it froze. There was no *********** caps on the roof to cause this issue. The issue was caused by Power. They failed to create proper ventilation in the attic once they installed the radiant barrier. And if that was not contracted, they failed to inform us about the lack of ventilation which resulted to damage to our house. 

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

• Initial Complaint

  Date:01/18/2025

  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.

  On 1/15, I was pressured to sign an agreement for window, door, and solar panel installation work with this company by a salesperson who would not leave our house until I said yes around 3 a.m. after being at my house since 7 p.m without leaving after being asked multiple times. I asked to read all paperwork and contracts before anything was signed. However, while I was reading over the service contract, the salesperson signed and submitted a loan document in my name a legally binding contract that I never would have signed had I been given the chance to read it. The loan company was with its sister company, ******************. I was not given a copy of the paperwork until after he signed and submitted the document and left my house. This loan (#******) is for $150,000 financed at a 3.99% APR with balloon payments up to $23,194.38 total over the 298 payment term. The finance charged was $88,194.38. I do not want this service work, nor this loan. I do not want to be on the hook for something that I did not sign and agree to, especially given that the contract terms give the Stream Innovations company way too much power over me and my property. I have followed Power HRGs instructions for cancelling the service sending them a signed copy of the contract cancellation as well as sending a telegram to the company with my intent to cancel, which was delivered to the Power ********** on 1/17. I got a call the next day (9/18) about moving forward with the service. By the time I could call back, the office was closed. Every number that I can find for Power HRG sense me to the same voicemail that doesnt give me a chance to leave a message. I want confirmation that this service and loan are cancelled. I havent been able to get in contact with the company. They have no email address that I can find anywhere. The service number provided by the employee doesnt work. I have sent a telegram to Power HRG. I have left a voicemail with the ****************** loan company.

  

  Business Response

  Date: 01/21/2025

  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.

  As you have stated, the credit application was submitted to Power's first look lending partner because you entered into a signed sales agreement with Power Home Remodeling and completed and signed a credit application, which authorized Power to do so.  Copies of the signed sales agreement, project specifications, and loan application are attached to this response.  Power representatives have been in contact with you since submitted your cancellation request and a representative is scheduled to return to your home on 1/24/2025 to review the project and cancellation paperwork.

  Thank you,

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

• Initial Complaint

  Date:01/15/2025

  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.

  Warranty issues not covering windows the are broken and I disagree with their denial of my claim

  

  Business Response

  Date: 01/21/2025

  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.

  Because the damage to the window frame is not due to a manufacturing related issue, and because the damage was not directly or indirectly related to Powers installation or any service repair Power provided, the cost of the replacement window frames would unfortunately be a cost for you bear.  The product and labor warranties associated with your project cover normal manufacturing related issues and defects as well as any labor related issues that may arise at any time.  It specifically excludes, abuse, misuse, and neglect, which appears to be what caused the damage to your window frames.

  Power has offered to provide a price for the replacement window frames and the labor to replace them, however you have indicated that you would get the windows replaced through a third party.  If you still wish to have Power perform the service for you, please contact Power's *************************** at the phone number below and a representative will be happy to assist you.

  Thank you,

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

  Customer Answer

  Date: 01/23/2025

  [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: 22814049
  
  I am rejecting this response because:
  
  I believe I did not neglect or abuse,or mis use the window, I only used it normally I have other windows and I dont abuse them and they are working fine, current design has a stopper that doesnt allow window to open any further, I believe this is a manufacturer issue 
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/14/2025

  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.

  On January 14, 2025, at around 3:55p.m., a salesperson from Power Home visited my home in ***********, **, attempting to sell me on their services. They ignored my "no solicitors" sign and falsely claimed to have recently done a job for one of my neighbors.

  

  Business Response

  Date: 01/16/2025

  Good morning,

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

  Power's marketing teams are regularly out in the community, visiting with homeowners are who are neighbors or who live in close proximity to them homeowners for whom Power has recently completed work for or for whom Power is about to perform work for.  We apologize for any inconvenience their presence may have caused and steps have been taken to ensure that you are no longer visited by Powers sales or marketing teams in the future.

  Thank you,

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

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased windows in our entire house approx 10 years ago. The purchase included a double lifetime warranty. We have papers & signed contracts on the warranty. Our windows started to have gas build up in between the windows. We have had a few replaced throughout the years under our warranty. We currently have 5 more windows that need replacing. We just got off the phone with them and they proceeded to tell us that the warranty is no longer valid, as they have a different manufacturer. Power is no longer honoring the warranty that we paid for and now we are stuck with gas filled windows (purple **************** inside the windows) and are told we have to pay for replacements. My intention is to have Power fulfill the warranty for my windows and replace the ones that are defective.

  

  Business Response

  Date: 01/10/2025

  Good morning,

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

  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 void, 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 eat 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 1/9/2025 and that quote is good for thirty days.  Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost.

  Thank you,

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

  Customer Answer

  Date: 01/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Customer Service,I am writing to express my concern regarding a recent change in the terms of my lifetime warranty, which was originally provided by Power Home Remodeling when I had my windows replaced.When I chose to go with your company, I paid more than double the price of other competitors, specifically because I was promised a lifetime warranty covering both labor and materials. This warranty was a major factor in my decision to invest in your services.Approximately one year ago, when two of my windows became *****, the company honored the warranty and replaced them at no cost. However, I have recently encountered another window with similar issues, and I was shocked to learn that the warranty terms have now been altered. I was informed that only labor is now covered under warranty, and I was asked to pay $180 for the replacement of this window.I strongly believe that, as a loyal customer who paid a premium for the lifetime warranty initially offered, the replacement should be covered under the same terms, with no additional charge. I am requesting that you honor the original warranty and replace the window free of charge, as was agreed upon at the time of purchase.I would appreciate your prompt attention to this matter and look forward to a resolution.Thank you for your time and understanding.Sincerely,***** ******

  

  Business Response

  Date: 01/14/2025

  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 void, 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 eat 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 1/9/2025 and that quote is good for thirty days.  Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost.

  
  Thank you,

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

  Customer Answer

  Date: 01/16/2025

  [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: 22788097
  
  I am rejecting this response because:

  I would like to emphasize that the warranty I received was specifically through Power Company, and it is Powers responsibility to protect and uphold the terms of that warranty. When I purchased the windows, I paid Power Company a significantly higher price, in part due to the warranty they offered. The sales agent was very focused on highlighting the value of the warranty as a key selling point to justify the premium cost. Therefore, since I paid Power Company for both the product and the warranty coverage, I believe it is their responsibility to address any issues with the windows, including covering the cost of replacement parts, without passing on additional costs to me.
  I understand that ***************************, the original manufacturer, is no longer producing the window line installed in my home, and that their warranty is no longer valid. However, since I purchased the warranty through Power and paid a higher price for this added coverage, I expect Power Company to take the necessary steps to ensure my windows are properly serviced under the warranty terms I was promised.
  I appreciate Powers effort to absorb part of the cost of the replacement parts; however, given that the warranty was sold to me as part of the overall package and was a major factor in justifying the price, I believe Power Company should take full responsibility for the cost of replacement parts and ensure that the warranty is honored in full.
  I look forward to your confirmation that the warranty will be upheld, as per the terms under which it was purchased.
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 01/16/2025

  Good morning,

  We understand that Power offers a premium product at a less than premium price, and Powers project pricing is based on many things.  One of the things that helps keeps Powers project pricing down is that the window manufacturer will absorb any costs related to the repair or replacement of the window or window parts due to issues related to manufacturing under their warranty.  That is a guarantee that is offered by the manufacturer, not Power, and all of Powers past and present contracts and warranty paperwork reflect that.  This is no longer the case for the aforementioned reasons and yet Power is already willing to absorb more than half of the cost of each replacement window sash for your home and, as guarantee by Power's labor warranty, is also covering the cost of the labor to deliver and install them.

  Power shares in your frustration that the manufacturer is no longer upholding the guarantees set forth by them at the time that you entered into a contract with Power and Power has done everything it can to mitigate the trickle down effect to you, Powers customer, as well as any other ********************** customer who may be in the same situation.  With that said, Power will not be able to provide you replacement window sashes for free.  The pricing that was provided to you is good for ************************************************************************************ your home you may do so by opening the Project Pulse app, opening the service quote from the notifications tab, and following the instructions provided to initiate the process.
  

  Thank you,

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

• Initial Complaint

  Date:01/07/2025

  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 bought solar and windows, and doors from this company. November 18th and 19th the solar and windows were installed. Then we found glass on our walkway and in our driveway, trash from food out in front of the house. A man came out the 11/22 to make sure was done to our satisfaction, we found damage on 2 of the window sliders. He also sold us doors on the same day, stating they would bring the new sliders for the windows on the same day as the doors would be replaced. This is when everything went down hill. SRP, our power company came on 12/4 to do a final check on our solar. We were supposed to get a phone call shortly after to turn on our solar. We never received the phine call. The doors were supposed to be done 12/13, but they had to delay to 12/20, and they showed up with no sliders, and not all the correct hardware to do the doors. I was told they would be back 12/23 to finish, they never showed. I called back 12/27 to see when they would finish the door, and the said they would be out that afternoon. They did come, slapped the wrong hardware on the door, gave me a secondary key for the lock and said they were done. I called the office immediately, it was wrong, the wrong handle...all of my keys were supposed to be the same, and the contractor said I could get it re-keyed. This is not what I paid for. I asked for someone to come look at the doors, and turn on my solar, they set an appointment for 12/31, and again did not show up. I called again on 1/2/25 twice and could not get in touch with the office. Finally got a hold of Brayden from the office on 1/3/25, and I was VERY upset at this point. He stated he would call me back when he got it figured out.... I have still yet to receive a phone call. Over $65,000 with this company and this is how I'm treated. I still need 2 sliders for the windows, I still need my solar turned on, which I'm losing money on at this point, and I still need my doors done correctly.

  

  Business Response

  Date: 01/07/2025

  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 replacement slider window sashes that were scheduled to be installed were found to be damaged upon Powers receipt of the order from the manufacturer.  New replacement window sashes were placed on order with your window manufacturer and they are scheduled to be completed on 1/21/2025, at which time a Power representative will be in contact with you to schedule their installation.  The correct hardware for the entry door will be provided and installed on the same date that the replacement window sashes are installed.  Additionally, the solar system was turned on on Saturday 1/4/2025.  If you are experiencing any issues with the solar system, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist.  Otherwise, expect a call on or shortly after 1/21/2025 once the replacement window sashes and door hardware are received and quality checked to schedule their installation.
  

  Thank you,

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

  Customer Answer

  Date: 01/08/2025

   

   Complaint: 22778784
  
  I am rejecting this response because:
  
  If my solar was turned on, I was not made aware of this.  It is the companies responsibility to communicate this information with the consumer.  At the time my solar was to be turned on, I was also supposed to be explained how to download the app to manage my solar! Which has not been done as well.  I was also told someone would be contacting me to go over the other issues with the doors.  That has not been done yet as well.  You may have ordered the other hardware involved, but there had not been any communication to either my husband or I about this. Or who would be coming to go over the other issues. A simple phone call to discuss this would have been appreciated.  Seeing in how your company made an appointment to go over my other issues and did not show up. My solar should have been turned on last month, I have been losing money the entire time your company did not do their job. I have had to reach out to the company SEVERAL times regarding these issues, with no response, or you did not show. 

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

  
  

  Customer Answer

  Date: 01/22/2025

  Yes someone has contacted me, but they have not finished or fixed the issue

  

  Business Response

  Date: 01/22/2025

  Good morning,

  The remaining service items will be completed as outlined in the prior complaint response.

  Thank you,

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

• Initial Complaint

  Date:01/06/2025

  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.

  On 01/05/2025 ***** **** of power remodeling stopped by to give me a "free" estimate on the work i would need done. We went through everything and he kept saying "now you don't have to go with us, but whoever you choose to go with [blah blah blah]", numerous times. I told him that i did not want my credit pulled and that i was not moving forward with the sale until I had a chance to review everything and he insisted that what i was signing would not affect my credit and did not constitute sale. I looked at the documents and i told him that "this sounds like a sale based on the writing" yet he insisted that it was not and that I could cancel within 3 days with no affect to my credit. Well, I just got a hit on my credit today 01/06/2025 which i explicitly told him I did not want to happen. He lied to me about the sales contract and also lied to me about the credit card check, that it would be to see if "I qualified" or that to "just make sure you are bringing money in the household". This has been a terrible experience and I will never trust another salesman that comes to my house again. ***** ****, you are a liar and will say whatever you want to make a sale. He even knows that i am expecting a child in a month, i let this man in my house to do measurements and I was foolish enough to trust him to go around unmonitored.

  

  Business Response

  Date: 01/07/2025

  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.

  On the completed and signed credit application that you have furnished in your complaint, you authorized Power Home Remodeling and/or it's lending partners to pull your credit report for the purposes of obtaining financing to assist in paying for your remodeling project.  Please refer to the second paragraph on the second page, specifically: "Further, you authorize PHRG and/or its assigns and the Lender to: (1) obtain a credit report on you for any legal purpose in connection with this loan application, including any update, extension
  of credit, review or collection of your loan, and (2) lender will notify PHRG of the credit decision and (if approved) the proposed loan repayment period."  We apologize for any inconvenience or misunderstanding that there might have been, however, a credit inquiry was made as authorized by you at the time of sale.

  Thank you,

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

• Initial Complaint

  Date:01/04/2025

  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.

  Purchased a bow window in February of 2017, about 1 year ago noticed what appears to be mold in one of the panels. Reached out to Power on 4/29/2024 and explained the situation, they never offered to send someone out to look at the problem but said they would order a new pane for the window. Checked back with power on 5/26/2024 and was told it would **** * months. Again checked back on 11/29/2024 and was told " nothing was in yet ". So now it is January of 2025 and the mold has spread to a second pane and we have not heard back from the company who sells there products but does not stand behind them.

  

  Business Response

  Date: 01/06/2025

  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 most recent guidance from your original window manufacturer, who is manufacturing the replacement sash for your window, is that the replacement window sash should be completed and delivered to Power's local installation office in *********** on 2/6/2025.  Once it is delivered and Power can confirm that it is both correct and free of any blemishes , defects or shipping damage, a Power representative will be in contact with you to schedule the installation of the replacement window sash.  If you are experiencing additional issues with your window that Power's *************************** is not already aware of, please reach out at the phone number below and a representative will be happy to assist you.

  Thank you,

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

  Customer Answer

  Date: 01/18/2025

  this hasn't been resolved yet, this is nearly a year to replace a pane of window. I am very displeased with this company