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

  7701 Metropolis Dr Bldg 12 Austin, TX 78744-3125

  
• 

  Power Home Remodeling Group, Inc.

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

  
• 

  Power Home Remodeling

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

  
• 

  Power Home Remodeling Group, LLC

  41370 Bridge Street Novi, MI 48375

  

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

• Initial Complaint

  Date:12/08/2024

  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.

  Roof is 12 years old I paid for a lifetime warranty. There are several leaks in the roof, the plywood is turning colors, the roof leaks through the nail holes. The insulation in the attic is wet from the leaks, the rafters have water stains. Damage is being done to the integrity if my home. I worry that water could get to my electrical and start a fire. I have contacted Power several times, 11/30/24, 12/5/24 by email, and they keep giving me a date of 3/12/25, this is unacceptable. They requested pictures and I sent them on 11/30/24. They have had two sales **** show up at my home 12/5/24 and again 12/6/24. The first rep called PA office and they gave him same repair date. Second rep came tried to contact office no answer said he would come back next day he never came back. Rain is in the forecast this week and I pray that no damage is done to the interior of my home. I can no longer play Powers game I must call a roofer and get the repairs done. I will pay the bill from the roofer and then take Power to court for the amount of the repair, all attorneys fees, court costs and aggravation they have caused me. All I wanted was a quick response and repair. their status needs to be changed and you need to contact them and see if you can get a response, I am done. I am going to the media, the DAV ( Disabled Veterans) and other newspapers. I hope you have better luck than me.

  

  Business Response

  Date: 12/09/2024

  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.

  Power's local installation office in *********** was notified by the *************************** at **********************'s headquarters of the concerns currently have with the roof that was installed on your home.  Your local installation office is working on arranging a date and time for a Power Installation Manager to be on-site to assess those concerns earlier than the currently scheduled service appointment.  As soon as an Installation Manager and a date are determined, your local office will be in contact with you to make alternative arrangements.

  Thank you,

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

  Customer Answer

  Date: 12/09/2024

  [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:12/04/2024

  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.

  The roof has leaked since it was installed 10 years ago. Power Home Remodeling has been out multiple times attempting to diagnose and ***air the issue all the while making a mess of my roof caulking over the exhaust and vent. They ***eatedly blamed the chimney but multiple companies said it was not the chimney. We went ahead and had it ***laced. Still leaking. The last visit was on October 26th where we the service tech did a water test on the side of the house and he determined it is the siding leaking, not the roof. I think it was where the roof meets the siding as there is no overhand or the window, since that is where the hose was directed. The windows were also done by Power Home Remodeling. We tried to get the service tech to ***lace the exhaust pipes and vents plus address the nail pop but he advised that would require another service call. We had Power Home Remodeling come out to provide a quote for siding on Wednesday, October 30th. When we showed **** ******** the pics of the roof, he could not believe how bad the exhaust pipes and vents looked and promised to get them ***laced right away as new ones should have been installed with the roof (they were not, just the existing painting,) and the caulking should not look this bad. Plus address the nail pop. He was texting who he said was the head of the service department who told him they would get this addressed. I have called weekly to follow up since and no one has a record of ****** communication with anyone. I kept being told someone would call me back. No one ever did. Finally today I was told that someone advised me on November 21st that the roof is over 10 years old and they will not do anything for me. I told the customer service *** that no one has been in touch with me, I have initiated every call and was told someone would get back to me. He told me there is nothing they can or will do for me because of the age of the roof. At this point I am looking for Power Home Remodeling to fix their mess.

  

  Business Response

  Date: 12/09/2024

  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 Installation Manager was most recently on-site on 10/26/2024.  At that time, it was noted that the leak goes across the home from right to left in a straight line.  When the siding was water tested it leaked inside the home right away.  The existing siding only has wood behind it, rather than a house wrap or some kind of moisture barrier, and there is a lot of **** growing on and behind the siding, which would indicate there has been a moisture presence for quite some time.   On the interior, the wall is cracked in this area as well, indicating that the water intrusion is from above the roof line and from the area of siding identified on 10/26/2024.  This would explain why nothing that Power has done to service the roof has resolved the leaking issue, since the siding is not Powers and was never addressed.  Power has since been on-site to provide you a quote to have the siding re-done correctly in order to stop the leak, however at this time you have not chosen to have the work performed.  Until the siding is addressed, whether by Power or another 3rd party contractor, the leak will continue.

  Thank you,

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

  Customer Answer

  Date: 12/09/2024

  [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: 22627678
  
  I am rejecting this response because:

  What I asking PHR to do is repair the mess that was made to my roof while searching for the leak for the last 10 years. I am requesting the vent and exhaust pipes that has caulking caked up on them be replaced.  Plus address the nail pop as shown in the original images attached.  They were supposed to be new vent and exhausts installed when the roof was done but the installers just painted over them. I have included images how clean the installation is supposed to be in comparison to what mine look like. Thank you.
  
  
  Regards,
  
  ******* ***
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/10/2024

  Good morning,

  New vents and vent pipes are not part of a new roofing installation and were not included in your contract.  New pipe collars and vent flashing for the existing vent pipes and vents are included in a new roofing project and were done when the roof was installed.  Furthermore, the pipe collars were re-sealed as part of the service that was performed earlier this year at your request.  They have not leaked in the past, nor are they leaking now, and Power stands by the work completed and the current condition of the roof.

  Thank you,

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

  Customer Answer

  Date: 12/10/2024

  [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: 22627678
  
  I am rejecting this response because:

  Noted, new exhaust and vents were not included in the contract. I am finding they are in most roofing contracts. The collars were not replaced. The vents were just spray painted but new collars were not installed.  Even your own sales person noted how horrible they looked for 10 years.  The sloppy non matching caulking  was not done at our request.  We would like the collars replaced. 

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

  
  

  

  Business Response

  Date: 12/11/2024

  Good morning,

  As stated, the roof is not leaking and there has never been a documented leak from the roof.  Power stands by the installation of the roof, roofing components and any work that Power has has performed since the installation was completed.  Power has already performed numerous visits and performed countless services, at no charge, under warranty, despite there never being an issue with the material or workmanship provided by Power.  Power will not continue to service a product that does not require service.  If any concerns arise in the future, please do not hesitate to give Powers *************************** a call and a representative will be happy to assist you.

  Thank you,

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

  Customer Answer

  Date: 12/14/2024

  [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: 22627678
  
  I am rejecting this response because:
  

  PHR has not provided any services other than searching for the leak that started after the new roof and making a mess caulking the collars. Service calls is a part of the "lifetime warranty." It was not until the last several visits that the water test started being done. All other service calls involved someone walking around on the roof and saying it is the chimney. I am not asking for all of the damage that has been done inside of my home to be repaired. Just proper installation of replacement collars since this was never done and my original ones are now caked up with poorly applied caulk. 
  
  Regards,
  
  ******* ***
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/16/2024

  Good morning,

  There are no outstanding issues with the roof Power has installed and no service is necessary.

  If you have any concerns with the roof in the future, please do not hesitate to give Power a call and a representative will be happy to assist you.

  Thank you,

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

• Initial Complaint

  Date:12/01/2024

  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.

  We hired Power to install 2 doors, a front door and garage access door. The front exterior door was delivered and installed dented. After installation, we inspected the door and found the dent. When we brought it to their attention, he said he knew it was dented and told his office to order a new one. Why did they install it in the first place? Two months had gone by with no communication from Power. I called a week ago and they said the new door was sitting in their warehouse, and they scheduled the install for the next business day. Why had they not called to schedule the install, how long did they have the door? It's important to note, I specifically asked the person in the warranty department to inspect the door before the second installation attempt. They came to install the new door, and it was damaged worse than the first. The installers called their office, and were instructed not to install the replacement door. The installers left, and I have had no further communication with Power a week later, and can only assume they are refusing to fix the issue. At this point I am seeking a refund for the defective product, and for them to restore my original door that was removed to its original non-damaged condition, that means they need to provide a door from another manufacturer brand, equivalent to my original working door, or provide a full refund for the door.I have had to follow up with Power twice after no communication from them, when it is their responsibility to communicate and take corrective action, I wonder why I have to push this company to do their contracted work.

  

  Business Response

  Date: 12/03/2024

  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.

  Power's local installation office in ******* is aware of the outstanding concerns with the entry door installation and a replacement entry door is on order with Power's entry door manufacturer.  A representative from your local office will be in contact with you once the manufacturer provides a delivery date to Power for the replacement door so that a follow-up installation can be scheduled.  Power will not be refunding the price of the entry door and will not be sourcing an entry door from a manufacturer other than the entry door manufacturer that Power is partnered with.
  

  Thank you,

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

  Customer Answer

  Date: 12/10/2024

  [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: 22623831
  
  I am rejecting this response because:
  
  You should have made contact with the manufacturer by now, what is the lead time for delivery and Powers timeline to complete this? We will contact you and let you know is not an acceptable response due to the fact the company has failed to communicate throughout the project, and is now demanding a level of trust after Power clearly failed to meet their contractual obligations on multiple occasions. 
  What measures will be taken to ensure the door will be in the proper condition for installation as per the contract, before scheduling the replacement?  Power has failed to ensure quality assurance, therefore, a clear explanation of procedures that will be followed needs to be presented. 
  Will you be the contact moving forward, should Power fail to uphold their contractual obligation within the timeline you provide?
   I do not accept Powers response, and need answers to the questions presented and a guarantee of clear and consistent communication moving forward through completion of the project. If Power is not able to provide what is being requested, we demand a refund is given. 
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 12/11/2024

  Good morning,

  Your local installation office is your point of contact for the completion of the entry door installation.  Given the manufacturers production schedule and the holidays upcoming we anticipate it will be another 2-3 weeks before the replacement door is manufactured and delivered to Power's local installation office.

  Thank you,

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

  Customer Answer

  Date: 12/11/2024

  [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: 22623831
  
  I am rejecting this response because:
  
  I am asking the company again, what measures will be taken to ensure the replacement door will be inspected prior to scheduling the installation? 

  It was made clear ALL answers need to be addressed.  If you are unable to provide clear answers to all questions, another member of your company needs to do so, or a refund needs to be given, as communication continues to be an issue on their part. Requests for information regarding the companys quality assurance to complete this project is within reason, however, note the lack of integrity from Power based on the answers they have provided. 

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

  
  

  

  Business Response

  Date: 12/13/2024

  Good morning,

  All appropriate measures that Power takes on every project installation and every service visit to ensure the quality of the product provided will be taken.  Power and it's manufacturing partners are not perfect and accidents do happen, however Power and it's manufacturing partners will also not waiver in their commitment to providing quality replacement windows and doors to Powers customers.

  We look forward to having your entry door concerns resolved for you soon.

  Thank you,

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

  Customer Answer

  Date: 12/13/2024

  The reinstall is projected to take 3 weeks to complete and we do not have answers to questions regarding their quality assurance, to ensure their consistent errors are rectified. Communication with the local office has been an issue, I do not agree with their dismissive responses, and a demand for a refund has been refused. How do I handle the complaint since the issue is currently not resolved and may take 3 weeks for them to contact me again? Do I agree with their response and reopen the case if they fail to fulfill their obligation again, or do I reject their response until the project is completed?

  Thank you. 

• Initial Complaint

  Date:11/27/2024

  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.

  We financed attic insulation, window ***airs, solar panels and new front/back doors with them. The *** who came was great, however things went down after that. The before and after pictures of everything. However, we had a hand size hole in the attack from a raccoon which we informed them of and it was shown to us by the sales ***, but it was missing once the photos were uploaded. We asked for that photo specifically in case it begins to leak, they would have to fix it because they informed us they would seal it. Then we received an activation fee of 500 dollars for the solar panel they never informed us of. We called them about it and they played the blame game saying ****** was suppose to inform us of this during the inspection phase prior to any thing being installed we purchased. Today 11/27 we were suppose to get the doors installed and the gentle men they sent were great, but the doors were too short, and they tried to get them to install them any ways and put extra thick trimming the size of a baseboard around it to make up for the prior measurements being wrong, and we absolutely would not accept it. We paid thousands of dollars and we want it done right for the price were paying. Its Thanksgiving Eve we stayed home and we could have traveled to be with family with no new doors and our original trimming off of the original doors looking horrible until maybe next month. They wouldnt even give a discount because of the inconvenience!! Unacceptable be careful hiring this company please. We only agreed because the sales *** is a Veteran just like us, but never again, and that they were apart of H-E-B that is a Texas grocery store and we supported them.

  

  Business Response

  Date: 12/03/2024

  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.

  The replacement entry doors for your home were re-ordered at the correct size, at Powers expense, and a follow-up installation date is scheduled for 12/30/2024 to have the entry doors installed and the project completed.  We look forward to having everything finished for you then.

  Thank you,

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

• Initial Complaint

  Date:11/21/2024

  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.

  We had 10 large sliding glass windows installed in July 2024. We have been paying monthly installments. Already paid for the window framing but has yet to be installed. Have tried to schedule them since October but have been canceled every time due to them having an inexperienced contractor come out and he cancels.

  

  Business Response

  Date: 11/25/2024

  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 Installation Team was on-site on Friday 11/22 to assess the material needs of your service and a Power Installation team has returned to the home today, Monday 11/25/2024, to complete the interior trim work around the windows.  We apologize for any inconvenience leading up to this point and we look forward to having everything resolved for you today.

  Thank you,

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

• Initial Complaint

  Date:11/21/2024

  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.

  We were quoted a price for over $6100 for windows, we were told if we sign now without letting him leave we would receive a promotion of roughly $5800. He took pictures of the 5 windows and showed us multiple windows with Rot that would need to be replaced and said its included in the price. After signing they sent an installer to measure who then said the rot was not included in the contract and increases the price to $6100 for 5 *****. Stating you may not need it and the price would come back down. I called the company to complain about the increase to which they told me the first contract only included 1 sill replacement and once I looked at their app the original photos he showed us of the house with all the ROT were not uploaded nor did he put the 5 ***** needing replacement in the contract. Spoke with a manager who then stated yes the 5800 was the promotion price - when I asked him how much was it then without the promotion he states he doesnt know after telling us the new price is also 6100 for all 5 *****. Once getting caught in a lie he hung up on me. He also stated we cant cancel even though the guy submitted his report the night before at 5 pm and this call took place at 12:30 pm the next day saying its already at the manufacturer. Theres no way windows are being made in 5 hours

  

  Business Response

  Date: 11/21/2024

  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.

  The price on the contract for the window project to be completed at your home included the replacement of one wood window sill.  After Power performed the pre-installation inspection at the home it was confirmed that of the 5 windows being replaced, only one window required a new sill and the price and scope of work to be performed were unchanged.  It was at your request that window ***** for the remaining 4 windows to be added to the project at that time.  Because the scope of the work to be performed was changing, so too did the price, which generated a project amendment that you signed agreeing to the new scope of work and new price.  A copy of this signed project amendment is attached.  To re-iterate, Power did not change the scope of work or the price of the window project until you made the request for additional work to be performed.
  

  Thank you,

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

  Customer Answer

  Date: 11/22/2024

  [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: 22587734
  
  I am rejecting this response because:
  As stated AGAIN, what we were TOLD was not what was written. I understand what you see on the contract but that is not what was relayed to us verbally. Please cancel this order , we do not wish to do business with you.
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/18/2024

  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.

  We had six windows replaced. The wood sill plates were rotted and should have been changed. Supervisor came out and said he would have it fixed. Two weeks now and no response from company.

  

  Business Response

  Date: 11/25/2024

  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 Project Production Manager was in contacted with you on 11/18/2024 to explain why the wood was replaced on one window but not the others.  The wood in question does not effect the window installation and was not included in the project pricing.  The window is sealed, performs as intended, does not leak, and Power stands behind the labor performed during the window installation.  It was explained to you on 11/18 that if you wish to have the wood replaced anyway Power would be willing to do so for half of the normal cost of replacing those *****.  You have not yet indicated if you wish to move forward with this work.  If so, please reach out to Power's *************************** at the phone number below and an associated will be happy to assist you.

  Thank you,

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

• Initial Complaint

  Date:11/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installed windows backwardsovercharge 1500aches grips not installed on windows

  Customer Answer

  Date: 11/28/2024

  Windows. Installed  backwards. Fits nd aches need to be installed 

  

  Business Response

  Date: 12/02/2024

  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.

  All of the windows provided and installed in your home are correct in accordance with the sales agreement and project specifications associated with the contract for your project.  No window was installed backwards and you have not reported having any issues with the windows to Power since the installation was completed on 10/23/2023.  Additionally, the price charged for the project and the amount you have financed through Stream to pay for the project are correct according to the sales agreement you signed.

  If you experience any issues or concerns with the windows in the future, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.

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

  Customer Answer

  Date: 12/02/2024

  1200 Dollars to have some one else fix the problem.

  Customer Answer

  Date: 12/04/2024

  We were still in conversation up until December of last year under the one year period.  

   

  Regards

  Customer Answer

  Date: 12/04/2024

  The work was really bad.     Backwards install man.     How could you do that.   

• Initial Complaint

  Date:11/14/2024

  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 recently purchased windows from power home remodeling. While talking to the sales consultant we had told him we were interested in black windows. He told us that it would be a 60% upcharge & the sales consultant had asked if we wanted them to be white on the inside & black on the outside and we thought that sounded like a good option. So we purchased the windows the sales consultant told us that the windows would be white with black capping. The capping would completely cover the white on the outside of the window and they're would be no white visible from the outside of the windows. That was not the case. The windows only have a small trim piece around the outside of the windows and you can see white all around. We contacted the company as the installers were getting ready to leave waiting for a signature on completion of the job and they told to sign the form and they would take care of the issue for us as the contractors could not leave until the form was signed. The customer service representative told us she was the only one in office at the time, since it was a weekend she would call us back on monday to resolve the matter. As of Tuesday after we had still not heard back from them, so we contacted them again. They again told us they needed another day to look into the issue. When the company called back they offered a 5% discount with no remorse stating that we signed a contract & there was nothing more they could do even though the sales team misinformed us of what the black capping would actually do. She basically said she trusts her team to do the right ********** should have know what capping was. We asked if they could just paint the the vinyl windows & still warranty the windows (the warranty on the window is invalid if the windows are painted). They told us no. We said we would pay for upcharge if they would just correct the issue. As a consumer we expect that we are not being lied to by a sales person at a large well known home remodeling business.

  

  Business Response

  Date: 11/14/2024

  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.

  Attached are copies of the signed sales agreement and signed project specifications pages, which together form the contract that you entered into with Power Home Remodeling.  On each you will see that the project was to provide and install white windows, which Power has done.  Also attached is a signed completion form, which you filled out and signed acknowledging you were satisfied with the work performed at the home.  This was filled out and signed after white windows were installed in your home.  The exterior capping is black, as requested.  The entirety of the exterior of the window can not be capped, it would not allow the windows to operate correctly and would also cause water leaks into the home whenever it rains.  The costlier option that was initially discussed at the time of sale, black interior and exterior windows, was not something you had opted for and in lieu of black windows the white windows were agreed upon.  Power has offered a discount on the project that you could apply towards having the exterior of the windows painted as this is not a service that Power provides.  Power has also been willing to offer a price on replacing the white windows with black windows.  To date, these offers still stand, however these are the only two options that Power will be able to provide.

  Thank you,

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

  Customer Answer

  Date: 11/22/2024

  [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: 22556814
  
  I am rejecting this response because: ************ flat out lied to us. We choose your company because the salesperson person expressed that you are a family oriented company and assured us that your promises and guaranteed are up held. Our salesperson offered us something that did not exist. We told your salesperson we wanted black windows with white interiors and he told is that you did not have that (but after researching now we found out that you do have that as that is the only way that pella offers black windows) but he assured us that we could order white windows with black capping and that no white would show from the outside of the windows once capping was installed. This is far from the case, on the windows that were installed the black capping does not cover any of the white from the outside of the windows. Obviously this was a complete lie.  Ideally you would remove the windows you gave us and install what we wanted which is readily available through Pella windows. If this is not available, the least you could do is have the windows painted for us and warranty them. We were assured by the salesperson that any issues we have would be readily addressed and this is not the case. Of course through all this no one can talk to the salesperson because he is on leave. Your customer service team basically treated us like we were liars stating that she trusts her team and they would have never told us such things even though we were nothing but lied too. This is not the customer experience I would ever expect from large nationwide company.

  
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 11/25/2024

  Good morning,

  The contract you entered into with Power Home Remodeling is what you were promised, which is what Power provided and installed.  Given that there may have been a misunderstanding (which the sales agreement and project specifications of your sales contract aim to prevent) Power has offered a discount on the project.  This is as much as Power will be able to offer considering the project was installed as contracted.

  Thank you,

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

  Customer Answer

  Date: 11/25/2024

  [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: 22556814
  
  I am rejecting this response because:
  
  This is very poor customer service,  you are trying to refund us $550 for $10,000 worth of windows that we're not happy with. Again the right thing for you to do would be to remove the windows and replace with what we wanted,  not stick us with what the salesperson mislead us to purchase.  If a refund is all you can come up with at least let it cover the cost to paint the windows.  Further more still waiting on response from customer service about giving us in writing the windows would be warranted if painted. 
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/26/2024

  Good morning,

  The adjustment to the project price that has been offered is the maximum adjustment that Power will be able to provide.

  The window warranty will not be effected should you choose to point the exterior of the windows, however the product warranty offered by the window manufacturer covers like for like replacements should there be an issue in the future.  That would mean that if a replacement window sash(es) or window frame(s) is needed in the future, the window manufacturer will manufacturer and deliver white replacements and it would be your responsibility to paint them to match again.

  Thank you,

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

• Initial Complaint

  Date:11/13/2024

  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.

  This is regarding project number 30-72618 from April of 2013, a project that cost a total of $18, ******. In April of this current year, I noticed a series of warping (like waves) in several of the siding panels on my home. After several attempts to get assistance from Power HRG, and an inspection, I was told someone would come to my home to replace the warped siding on November 4. So imagine my surprise when I get a call on November 4 from a Power associate who is at my home, telling me that the Harbor Blue is no longer available and he was going to see if there was anything he could do (i.e. moving panels around so the warped ones wouldn't be all together) Then I received another phone call a short while later telling me nothing could be done and pretty much I was out of luck and now I have to have the warped panels on my home. Just 11 years after the install, the Harbor Blue panels are no longer available?? No one thought to tell me this upon inspection or when I received the phone call that the replacement would happen on November 4?? This is not ok, not acceptable. What is the point of a warranty if I end up basically being told there's nothing that can be done?

  

  Business Response

  Date: 11/14/2024

  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.

  Unfortunately, the manufacturer of the siding on your home, whom upholds the material warranty on your project, no longer manufactures Harbor Blue color siding.  This is not a decision that Power had any influence over and unfortunately there is no other color available that matches the Harbor Blue siding panels on your home.  The only available alternatives are to install the closest matching blue colored siding in an inconspicuous location, moving the existing Harbor Blue siding panels from that location over to replace the damaged siding, or to install white siding, which could later be painted to more closely match Harbor Blue.  After discussing these options you elected to keep the existing damaged siding, as it is a back ****** of the home that not visible for the street and is not an area that his heavily trafficked.

  Thank you,

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

  Customer Answer

  Date: 11/15/2024

  [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: 22553608
  
  I am rejecting this response because:
  It is putting the burden of resolving the situation on me. If I agree to the white panels, will they be painted by Power? This is an $18,000+ project and I think I deserve better than a halfway solution.
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/18/2024

  Good morning,

  Power has presented the only options available in terms of servicing the siding project completed at your home.  With no product warranty covering the project any longer, Power is under no obligation to service the project at all, however Power is willing to work with you in an effort to lessen the burden you may be experiencing.  If you elect to replace the existing siding with white panels you will have to hire a 3rd party to paint it to match.  Painting is not a service Power provides.

  Thank you,

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

  Customer Answer

  Date: 11/19/2024

  [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: 22553608
  
  I am rejecting this response because:

  It seems that someone needs to take responsibility for this, if not Power then the siding manufacturer. What is the point of a warranty if there is no contingency plan in place if an item gets discontinued. I'm seriously expected to just say oh well?
  
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 11/21/2024

  Good morning,

  As previously stated, Power is still willing to service the siding project, however we will need to know how you wish to proceed given the options that are available.

  Thank you,

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

  Customer Answer

  Date: 11/24/2024

  [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: 22553608
  
  I am rejecting this response because:
  Just to be sure that I am clear, my service options are: 

  1. have white panels installed by Power and then have to find a painter and a blue paint to match the current color

  or 

  2. have the warped panels removed to a 'less obvious' location and switched with good panels that might be in a different place (I believe that the gentleman <***?> who came on November 4 said this was not plausible

  Neither of these options is great, to be honest, and I wonder why the two people who I spoke with from Power previously (the gentleman who inspected the warping and agreed that they needed to be replaced and the woman who called to schedule the appointment for November 4) never mentioned that the panels would not actually be replaced. I think a good part of my frustration was in receiving two telephone calls the day of the expected replacement from someone who was at my house and, surprise, there's not much we can do. I was at work, in a classroom, when I received these calls and couldn't express my frustration with the situation as well as I would have liked. But then I received a call from Power a few days later, asking me if I'd like to reschedule my appointment to hear about windows (an appointment that I did not have), and the frustration and overall displeasure with the way that this was handled came to a head.
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 11/25/2024

  Good morning,

  As Power has stated previously, the product warranty is offered by the manufacturer, not Power, and the manufacturer no longer manufactures the color of siding in the style installed on your home.  We understand that this is an inconvenience to you, as it is also an inconvenience to Power, but that is the manufacturers prerogative.  Power is still attempting to service your project, which comes at a cost to Power as well, even though Power has no obligation to do so.

  When you decide how you would like to proceed with your siding service, please give Powers *************************** a call at the phone number below and a representative will be happy to assist you.

  Thank you,

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