Complaints

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

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  Power Home Remodeling Group, LLC

  2501 Seaport Dr Fl 4 Chester, PA 19013-2249

  
• 

  Power Home Remodeling

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

  
• 

  Power Home Remodeling Group, LLC

  41370 Bridge Street Novi, MI 48375

  
• 

  Power Home Remodeling, LLC

  7304 S Joliet St Ste 100 Centennial, CO 80112-4578

  
• 

  Power Home Remodeling Group, LLC

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

  

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

• Initial Complaint

  Date:08/23/2024

  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.

  Warranty complaint lifetime warranty date of 6/16/09 called in 2024 windows a clouding up with brown streaks , 4 windows all are discolored.Was given 3 dates for replacement ,each time was a no show Today was given another date of 11/05/24 I have been waiting almost a full year.

  

  Business Response

  Date: 09/03/2024

  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.

  Both orders for replacement window sashes for your home are scheduled to be delivered by the beginning of November and a service appointment is scheduled to install each of the replacement window sashes and re-screen any window screens that are torn at that time.  We look forward to having everything resolved for you soon.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:08/22/2024

  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.

  Solar panels became inoperative due to inverter issues. Since the solar installation all external outlets trip the ***** Weather seal on front door is still not functioning correctly. The company sent a service crew to address the door earlier this year, and the problem has not been solved. A team was scheduled for Thursday, 8/27 to arrive between 4:00 and 4:30 PM. Instead, the team rescheduled without my consent to arrive between 12:00 and 1:30 when I was not home. They claim that someone authorized the time change, but neither I nor my wife received any communication from them. Without my consent, the company rescheduled a visit to address the inverter for Monday, August 27 at a time when I am not able to be home. Contacting the company was a fiasco as the service representative refused to acknowledge that the company made an error. The service representative did not want to understand that there will be no way to address the *** problem without access to the interior of the house. When pressed for a **************** call, he wavered between assuring me that the crew would be at my home between 6 and 7 AM and expressing uncertainty whether they could make that time. This indicates a complete lack of interest in prompt and accurate scheduling and the need to follow up to ensure that the identified problems were addressed and remediated.It continues to leave me without use of my solar panels, thus having to pay higher electrical rates. The *** problem is not resolved.d

  

  Business Response

  Date: 08/27/2024

  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 from Powers Phoenix office has been in touch with you and a service is scheduled to be performed on Saturday 8/31.  A 6am-7am arrival window is outside of Powers normal operating hours and therefore could not be promised for that service date, however Powers installation team will be on-site first thing that morning.  If it is confirmed that the concerns with the *** outlet are related to the solar installation then it will be determined at that time how to make those repairs.  If they are not related than Power will not be taking care of the repairs related to the *** outlets.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:08/22/2024

  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.

  We chose Power Home Remodeling for windows because a family member used them and had a great experience. The sales team told us during our home inspection for the windows that our attic was 150 degrees and that we needed to purchase their radiant barrier. He said it would reduce the temperature drastically in the attic, make our HVAC last longer and it wouldn't have to work so hard. We had it installed. Today it was 100 degrees outside and in excess of 160 degrees in the attic. Power initially sent people out to uncover vents they covered during installation, with no improvement noted. We were told today that they can do nothing more for us, that our ventilation is the problem, and we need to have a contractor install more vents. Never did the salesman state that the barrier would only work if we added more ventilation. We paid around 10k for a product we should never have been sold in the first place.

  Customer Answer

  Date: 08/23/2024

  I spoke with **** in customer service today, as indicated in the response to my one-star reviews.  He stated the radiant barrier is not defective and it was installed correctly, so Power is not willing to make good on the claims made by our salesman. He also asked for written proof that our salesman, *********************, told us that the temperature in the attic would drastically change for the better. Their notes state the temperature dropped 30 degrees to 130. Perhaps at certain times of day that is true, but not during the heat of the day. I have changed my mind about a settlement.  I would like them to make good on the salesman's claim. I would think, at the very least, they should install the ***** vents, they say we need, at no additional cost to us. I think the 10k plus we paid for the barrier would more than cover their costs. The reason for our complaint is, and has been, that they do not back up the claims they make to sell their product even when they know it won't work in the customer's particular situation. 

  

  Business Response

  Date: 09/04/2024

  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 radiant barrier that Power was contracted to provide and install is installed correctly and is performing as intended.  The Energy Sphere radiant barrier is one piece of an effective attic insulation and ventilation system and on it's own will improve conditions in your attic, however the existing roof on the home is very poorly ventilated and without a way for warm arm to escape the attic you will continue to see elevated temperatures in the attic.  Power has agreed to install a solar attic fan, at no charge to you, even though it was not part of the original scope of work that you contracted for and is not a product that Power offers, but until the attic itself is properly ventilated any heat that does develop in the attic will not be able to escape.  This is a pre-existing condition of the home that Power unfortunately can not assist you with any further based on the scope of work agreed upon.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

  Customer Answer

  Date: 09/04/2024

  [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: 22173210
  
  I am rejecting this response because we, the customers, are still being blamed for the fact that the radiant barrier does not work properly because our attic has inadequate ventilation. The POINT, as repeatedly stated,  is that we were told of the ventilation problem after the radiant barrier was purchased and installed, not before. The reason we were given by at least three company representatives: "Our salespeople don't know much about attic ventilation." Perhaps their salespeople should not be selling a product they know nothing about. We trusted our salesman when he said it would work even though we don't have a roofline ridge vent.  

  We appreciate the offer of a solar fan. However,  this is not out of the goodness of their heart. We were offered no help until after multiple calls to their company.  Nor does it change the fact that we were lied to by our salesman because he was not properly trained, according to his own company. If a customer has any problems in their attic that would decrease the effectiveness of a radiant barrier,  they should be informed of it PRIOR to agreeing to purchase it.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 09/10/2024

  Good morning,

  The radiant barrier is performing as intended.  The radiant barriers performance is not effected by the attics ability to ventilate the air within it.  Air and heat are introduced into the attic in a variety of ways, the radiant barriers job is to prevent that airspace from heating up as much as it would have otherwise.  With that said, if the hot air that is escaping into the attic (or the air that is warming while in the attic) is not allowed to escape effectively then the attic will not be able to cool itself naturally.  This ventilation is typically provided from soffit or roof eave intake ventilation and exhaust ventilation through either a ridge vent or a series of exhaust vents or fans.  None of those items are part of a radiant barrier installation and therefore those were not modified or added as part of the radiant barrier installation.

  This is akin to the heat that builds up in a car.  A closed car interior will be warmer if the car is parked outside and exposed to the *** and UVB rays of the sun than if it is parked inside and protected, however both will still be warmer than if the car was parked with the windows open.
  

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:08/22/2024

  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.

  I had a door installed by the company which the keys as stuck in the lock since installation (December) I have contacted the company over 10 times and been given a run around with false dates that someone would come to address. After continuing to contact the company I am not getting any response/ resolution. This is worst contractor experience I have ever experienced and would not recommend this company to anyone.

  

  Business Response

  Date: 08/22/2024

  Good morning,

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

  At this time, a Power Installation Manager is scheduled to be on-site to address the concerns with the sliding glass door on 10/3/2024.  The originally scheduled service on 2/2/2024 unfortunately could not be kept due to an unforeseen illness requiring your Installation Manager to miss time from work.  Power attempted to reach you several times but it was only several months later that Power received a response to reschedule your appointment, which partially explains the long wait. 

  We look forward to having everything resolved for you shortly.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

  Customer Answer

  Date: 08/22/2024

  [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: 22178468
  
  I am rejecting this response because:I was not contacted about the delay, I have contacted you multiple times, there is no reason that you cannot respond for nearly a year after installation and raising the issue
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/28/2024

  Good morning,

  As stated, Power has discussed the concerns with you on multiple occasions and is scheduled to remedy those concerns soon.  We look forward to having everything resolved for you shortly.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:08/21/2024

  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.

  I had all new windows and doors installed on the same day in my home the end of last August. There were damages to the front screen frame, marks in the wood on the front door and other issues that the installers promised me the company would fix during the inspection process after the installation. No one ever came to do any inspection after the installation was done. In September, I had major back surgery, and it has been difficult to get this rectified with the company since then. When I have called in, they told me the windows were installed one day and the doors the next, which is not true. Everything was installed in one day, And as I said no inspection was ever done. The gentleman assured me that he would rectify the situation, but I have called in multiple times since then I have not been able to have anyone from the company come out make the necessary repairs, Nor has anyone called me back to rectify the situation. Additionally, I was told by the company that everything is covered under a lifetime warranty. They were paid over $21,000 for this work and I am extremely upset and dissatisfied that The promises they made were never kept And there were also things in the record that were not true with respect to dates of installation and post inspection with The necessary damaged items replaced. I have Contacted the office of the Attorney General and filed a consumer complaint against the company. I am also looking into contacting the media to rectify This matter as it has been going on for almost a year now.

  

  Business Response

  Date: 08/22/2024

  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 concerns with the window project installed at your home and currently an Installation Manager is scheduled to be on-site to address those concerns on 9/9/2024.  If an earlier appointment becomes available a Power representative will be in touch with you to make alternative arrangements.  We appreciate your patience and look forward to having the concerns with your project resolved soon.

  
  Thank you,

  
  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:08/20/2024

  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.

  Came to home to provide estimate on vinyl siding and new front door In process of proving I needed new from door created more damage to door frame than previously existed He used a knife to dig into wood

  

  Business Response

  Date: 08/22/2024

  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 damage shown in the photo provided clearly shows that the split wood is from where the existing storm door is mounted into the old, deteriorating entry door frame.  This bottom hinge, located approximately a foot off the ground, is not an area that a Power representative would use to illustrate anything other than the pre-existing damage that exists around the entry door, if for no other reason than because of how inconvenient of a location it would be to access.  We apologize if your experience meeting with Power's Remodeling Consultant was anything other than pleasant, however Power did not cause the damage shown and will not be responsible for making any repairs to this area.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:08/18/2024

  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.

  Had all new window shutters replaced by this company and they have continuously fallen off. This has occurred 6 times in last 3 years each time the company takes months to come out and temporarily fix.

  

  Business Response

  Date: 08/22/2024

  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 concerns with the trim project installed at your home and currently an Installation Manager is scheduled to be on-site to address those concerns on the earliest available date and time.  If an earlier appointment becomes available a Power representative will be in touch with you to make alternative arrangements.  We appreciate your patience and look forward to having the concerns with your project resolved soon.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com
  

  Customer Answer

  Date: 08/22/2024

  [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: 22160851
  
  I am rejecting this response because: The company has continually claimed to fix the issue as soon as possible. Every time they have been notified, it takes months to have someone come to my home for the repair. The last request for repair from Power was July 2024 and I was told someone would be out on January 24th, 2025. They have failed to resolve this issue after multiple attempts over the last few years!
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/28/2024

  Good morning,

  At this time, you are still scheduled for the earliest available service appointment.  If anything changes and alternative arrangements can be made a Power representative will be in contact with you.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

  Customer Answer

  Date: 08/30/2024

  This company has failed multiple times to repair the shutters causing them to continually fall and become damaged and useless. The company is not capable of fixing the problem. 

  Customer Answer

  Date: 09/10/2024

  This company has failed to correct their poor workmanship. There has been a continually issue with the shutters they installed and have failed to fix it as mandated by their "lifetime warranty". 

  

  Business Response

  Date: 09/26/2024

  Good morning,

  As stated twice previously, Power is already schedule to return to the home to address any outstanding service concerns with the project completed at your home, including the shutters.  We look forward to having everything resolved for you soon.

  Thank you,

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

  Customer Answer

  Date: 09/27/2024

  [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: 22160851
  
  I am rejecting this response because: Power continues to state they will send someone out to resolve the issue but they have failed multiple times at this work. They have continuously delayed the job by months for something that should take under 30 minutes. The company is a failure at honoring their warranty and my home did not receive the work I paid for. Refund my money so Power can fraud someone else.
  
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/30/2024

  Good morning,

  Power is servicing the project in accordance with all applicable agreements and as the warranty outlines.  There will be no refund for the project.

  Thank you,

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

  Customer Answer

  Date: 09/30/2024

  [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: 22160851
  
  I am rejecting this response because:
  Power has installed defective shutters on my property that continuously break off of the house. Since installation by Power the shutters have spent more time on the ground waiting for Power to fulfill their warranty obligations then the shutters have been on the actual house. This company shouldn't be accredited by BBB and all future consumers should be warned of their failure to properly fix a problem. 
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/01/2024

  Good morning,

  We understand the concerns with the project completed at the house and Power is committed to correcting them.  This is the reason why the project comes with the warranty coverage that it has.

  Thank you,

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

  Customer Answer

  Date: 10/01/2024

  [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: 22160851
  
  I am rejecting this response because: ************ has continually referred to their warranty but for 5 years they have failed to provide quality work from their warranty that would resolve this matter. The company is not capable of providing the service I originally paid for. ************ talks about the warranty but does actually provide quality warranty work. Consumers should be warned of the lack of service! Power misleads consumers into believing they are getting a warranty but after 5years they couldn't fix shutters!!! 

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

  
  

  Customer Answer

  Date: 10/02/2024

  The statement "the business has addressed the complaint" is inaccurate. Just because a business responded to BBB complaints via text messages, does not address the complaint. This company has failed over 5 years to resolve a simple issue. Even if BBB is unable to assist in correcting this issue they should inform and warn future consumers of this company's failures. 

• Initial Complaint

  Date:08/16/2024

  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.

  Power sold us a new door and 8 new windows for our home. The door is great and installed exactly as promised. The windows however are not what we discussed or what is in our contract. When the salesman was at our home giving as a quote for the door he inspected the windows and told us that some of the windows were leaking water and had visible water damage. He also said that there was a crack along the side of the house likely caused by the aluminum window frame expanding with the heat. We moved forward with the sales process and we asked multiple times if the aluminum frames would be removed and replaced with vinyl windows that would fit perfectly inside of the space. We were assured that they would be and if there was additional water damage they could help repair that while the space was opened. Our project specifications, that both myself and Power representatives signed, states that the aluminum would be removed as part of the project. Power contractors installed the windows and door and then we asked why the framing around the window was so large and why our glass was so much smaller. They stated that they removed the glass but did not remove the aluminum and would not remove the aluminum. So they inserted a new window inside of the old aluminum frames instead of performing the job as quoted. We never would have agreed to the project if anyone from Power said that the aluminum frames would be left and the new windows would be smaller than the previous windows. We would like the project to be completed as our contract states or a refund and return of the windows so that we can find a contractor that will complete the job.

  

  Business Response

  Date: 08/21/2024

  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.

  Powers local installation office in ******* is aware of the concerns with the recently completed window installation and has already been in contact with you to discuss them.  The window installation was performed in accordance with the contract and was performed in such a way that the window removal and replacement would not damage the vapor barrier and framing of the house.  Water infiltration was noted as an initial concern and reason for the replacement of the existing windows and this factored into the installation method that was executed.

  A Power Project Production Managed from Power's Phoenix installation office is scheduled to be on-site on 8/24/2024 to review the installation of the windows with you and to answer any other questions or concerns that you may have.  We look forward to addressing your concerns further at that time.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

   

  Customer Answer

  Date: 08/24/2024

  [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: 22154196
  
  I am rejecting this response because:
  We did speak to the representative who came to our home and according to him, you only provide one type of install. There was no consideration to the issues in our home when you chose an installation method if you only provide one type of install and don't communicate that type of install at the point of sale. The representative claims that there was a miscommunication at the time of our sale but it seems the salesman was just being deceptive or did not have proper training on the install the company provides. We spent over four hours with the salesman asking questions about the product and type of install we would receive before we signed any paperwork. How can we have a miscommunication when we signed project specifications that said our old frames were going to be removed? We are moving forward with our complaint and investigation with the ** ROC. We hope to see you there.  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/29/2024

  Good Morning,

  Powers Project Production Manager was on-site to review review the window installation on Saturday 8/23/2024.  The windows are installed correctly, operate correctly, and are performing as intended.  The windows are installed in accordance with the contract and in such a way to prevent as much disturbance to the window opening and the interior and exterior walls as possible.  The installation method utilized is in line with the methods required by the window manufacturer in order for the manufacturer to offer their product warranty and likewise so that Power can offer Powers labor warranty.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

  Customer Answer

  Date: 08/30/2024

  [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: 22154196
  
  I am rejecting this response because:
  I have never said that the windows didn't work. I have said multiple times that we were deceived and lied to about the install that we received in our home. I would like a full refund and we will return the windows to you along with all of the spray foam and cheap plastic framing. Then we will hire a contractor who will do the work that they specify in the contract. If that doesn't work for you, we will see you in court. 
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/04/2024

  Good morning,

  The windows were provided and installed as contracted.  They operate as intended and perform as intended.  Power will not be issuing a refund for the project.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com
  

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased new windows for my entire house from one of their door-to-door sales **** in November 2020 for about $30,000. These windows came with a lifetime warranty and during 2023 I began to notice water damage to the wall and baseboards below one of the windows in my master bedroom. I reached out to Power via a website form and received conformation or receipt on 12/4/2023. They initially denied that the water damage was their fault and when I asked to speak to a supervisor I was assured that someone would be in touch with me. Nobody ever called. Several months went off the clock so I decided to leave them a negative review on Yelp hoping that would motivate them. They responded to the review and instructed me to email them with the information. I did. And I never heard back. After reaching out to my sales **** he got someone to email me back and come back out to inspect the damage. That was in June, and I'm still waiting on this problem to be corrected. I cannot get their supervisor to answer or return my calls and I have very little faith that this work will ever be done. I need to work with someone other than ************************* and this request has been ignored by their leadership.

  

  Business Response

  Date: 08/16/2024

  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 initial concern of the leaking window was resolved by a Power Installation Manager on 12/21/2023.  The repairs made were not to the window or the window installation that Power performed but to the pre-existing siding.  Your confirmation that the leak was fixed after the siding was addressed confirms this.  Nonetheless, Power's local installation office has been attempting to assist you with the interior repairs.  A service on 7/10/2024 to address the interior was refused by you and therefore was not completed.  A service on 7/16/2024 to address a portion of the repairs was not satisfactory to you and Power was then waiting on paint samples to be selected by you so that the interior could be done to your satisfaction.  A Power Installation Manager was then scheduled to be on-site to review the plan moving forward on 8/16/2024 to ensure that the remainder of the repairs can be completed expeditiously and to your satisfaction.

  We look forward to having everything resolved for you as soon as possible.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

  Customer Answer

  Date: 08/19/2024

  [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: 22141949
  
  I am rejecting this response because:

  The repairs have not been made, and for you to make it seem like you're doing me a favor is laughable. The initial request for service in 2023 was not completed. The person who came out failed to see that your installers had covered up the weep holes at the time the windows were initially installed, and I wasn't aware of the root cause of the issues until  I had another contractor come out after your supervisor refused to call me back. Since I wasn't getting any response from Power, I wrote a Yelp review thinking that would get their attention. Someone from Power replied to my review asking me to send an email to *************************************. I did on 5/6 and nobody replied. I replied on 5/30 and still no response. I replied again on 6/11...

  You said I refused service on 7/10... that's hilarious. The "crew" led by ****** was supposed to arrive between 8AM and 10AM on 7/10. They didn't show up until around 7 PM when we were entertaining guests. The crew didn't have the supplies they needed, and at that time they hadn't even addressed the interior issues, nor did they know how. 

  I did send the crew home after ****** came out again because instead of replacing the wood trim around the windows, they simply cut out the sections of rotted wood instead of replacing the entire piece. I had even sent him measurements so he knew how much wood he needed to bring. What a joke. 

  We have a very long way to go until this is resolved. 

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

  
  

  

  Business Response

  Date: 08/22/2024

  Good morning,

  A Power Production Manager was on-site on 8/20/2024 to address the concern with the trim around the windows.  At this time, a follow-up service to address the trim around 15 windows was agreed upon and a date of 9/20/2024 was scheduled to have this work performed.  Power's Project Production Manager also advised you on where to send the invoice for the repairs performed at the home from your contractor so that Power could take care of this expense for you.

  We look forward to having everything resolved for you soon.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

• Initial Complaint

  Date:08/14/2024

  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.

  so, I had my entry door up in a couple of years ago by Power had issues with the door especially with the space that was showing when the door was installed which they came out to fix but the issue wasn't fixed so for winter I had to purchase stuff to put around the door, so the air won't come inside from the outside. On Saturday August 10th they came to change a lock that i had purchased but unfortunately, I wasn't able to find the lock, so they decided to try and fix the door. When they left and my daughter came through the door, she realized that the door wasn't closing properly, and it wasn't locking either so now we had to make sure the storm door is lock. I called to have someone come back and fix it and was told that my warranty isn't valid because i have a storm door which wasn't bought from Power and that it was on the frame of the door, i tried to explain that the door was working before they tried to fix it on Saturday but no one seemed to care nor wanted to help, all i need is to have my door fix back to the way it was before the idiots touched it.

  

  Business Response

  Date: 08/15/2024

  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 *************************** advised you on 8/12/2024 that the concerns with the entry door lock can not be resolved until you source the new handle that told Power would be provided at the time of the previous service.  Once the new handle is on hand, please contact Power's *************************** at the phone number below so that an associate can schedule a follow-up service to have it installed so that the door locks and unlocks properly.  At that same time, Power's Installation Manager can address any concerns with the weatherstripping on the entry door, however issues related to or that are the result of the re-installation of the storm door, which was not performed by Power, are not be something that Power will be able to address.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

  Customer Answer

  Date: 08/15/2024

  [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. Once i find the lock I would call the number below to have someone come and replace the lock and fix my door thanks
  
  Regards,
  
  **************************
  
  

  Customer Answer

  Date: 08/27/2024

  So as I was told by *********************** that I should call when I locate the lock so someone can come out to replace the lock and fix the door. I called today to schedule an appointment and was told twice that I have to wait until January 10th which is totally unacceptable seeing that they messed up the door in the first place. I cant leave my door unlock and especially since winter would be here soon heat would be leaking out of the door because its not closing all the way. I need someone ASAP to fix my door. The representative even suggest I get a locksmith to change the lock and fix the door, and if the door gets screwed up even more Power is going to tell me that they cant doing anything because someone else touched the door. Im not paying over $4000 for a door and having to be going through all this, if they want me to take care of it myself then I suggest I get reimbursed ALL OF THE MONEY I PAID SO FAR because theyre short staff and cant send someone to fix the door thats not my problem, where I work were short staff but patients still have to be taken care of regardless so Ill like for this to get done ASAP please and thanks. Either they replace or repair the door. Whatever they decide they can call my daughter at ********** because if you call I may not get the call because no phones are allowed

  

  Business Response

  Date: 08/27/2024

  Good morning,

  As stated, Power has scheduled a service appointment to replace the hardware on the door that you purchased for it.  If Power is able to accommodate your concerns at an earlier date and and time a Power representative will be in contact with you to make alternative arrangements.  As it stands at this time, Power will be out at the agreed upon time to address the concerns with the door as requested.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com

  Customer Answer

  Date: 08/30/2024

  Theyre giving us January 10th dont want that date need something earlier 

  Customer Answer

  Date: 08/30/2024

  [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: 22139463
  
  I am rejecting this response because: they want to give me a time in January 10th and thats totally unacceptable because one winter is coming soon and the heat would be leaking through the space in the door and two Im not going to leave my door unlock for so those months, they moved the door for no reason and now it cant close properly not even lock so thats why Im rejecting that time frame. I need my door either fixed or replaced ASAP
  
  
  Regards,
  
  **************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/04/2024

  Good morning,

  At this time you are still scheduled for the earliest available service appointment.  If Power is able to service your concerns a representative will be in contact with you.

  Thank you,

  ***********************
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  PowerHRG.com