Complaints

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

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  Power Home Remodeling Group, LLC

  2501 Seaport Dr Fl 4 Chester, PA 19013-2249

  
• 

  Power Home Remodeling Group, LLC

  747 N Shepherd Dr Ste 800 Houston, TX 77007-1336

  
• 

  Power Home Remodeling, LLC

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

  
• 

  Power Home Remodeling

  8240 S Hardy Dr Tempe, AZ 85284

  
• 

  Power Home Remodeling Group, LLC

  12101 Tech Rd Silver Spring, MD 20904-1915

  

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:09/01/2022

  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.

  Power remodeling committed to completing our roof, siding, and doors within the past year. Black doors were ordered but unfortunately, dark blue doors were installed. I have called the company multiple times to try to correct the issue and have not been connected to a manager or called back by one. The only call I received was a "courtesy call" where the company representative told me I was wrong and they would not be fixing the issue even after we spent $78,000 with them on our home. I would just like my doors painted or a refund issued to hire someone else to correct the mistake. Image of the blue door compared to a black door provided below.

  

  Business Response

  Date: 09/01/2022

  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 representatives have been in touch with you regarding the color of the entry door on 7/29/2022 and 9/1/2022 and a Power representative was on-site on 7/29/2022 to confirm the color of the door.  As is made clear in the photo you provided, the door color matches the black color sample provided, not the blue color.  A second photo showing the door matching the correct color sample has been provided with this response.

  Further, the color depictions on Power's online door builder are for informational purposes only and should not be considered complete accurate representations of the final finish.  As stated in the disclaimer on the door builder website, "Disclaimer: The *** View entry door visualizer is a tool to help inspire and envision a wide range of possibilities for a home's entryway(s).Availability of certain selections or configurations may depend on a home's specific door parameters and sizing, along with current availability of ***'s offerings.Due to the nature of online viewing the representations of door elements (including but not limited to dimensions, glass, colors, finishes and textures, hardware, etc.)shown on these pages may vary slightly from the actual materials. "

  Thank you,

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

  Customer Answer

  Date: 09/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I was never shown a sample of the door colors.  I just told the guy that did everything that I wanted black.  No swatches were provided. 
  

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

  

  Business Response

  Date: 10/21/2022

  Good morning,

  A Power representative has been on-site to verify the door is the correct color.  A photo from that visit with the appropriate color swatch showing the door matches was provided in the previous response in the event that you were unavailable at that time to verify it. 

  During the sales presentation, Power's remodeling consultant utilize an on-line door builder tool the electronically build a representation of the door you are purchasing based on the options you have selected.  Because this is an electronic, graphic representation, Power can not guarantee that the physical door will match exactly which is why Power's Installation Manager provided the physical color samples at the previous service appointment.
  

  Thank you,

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

• Initial Complaint

  Date:09/01/2022

  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.

  In June 2021 we had a presentation done by the sales team for Power Home Remodeling. The presentation was excellent & they sold us. We were told the windows and workmanship is guaranteed. We saved our hard earned money and paid in full for our house to have all new windows & a back door. Nothing has gone well since then. On 10/12/2021 the installers came to put in 5 new windows, a big kitchen slider and a new siding back door with screen & locks on both. The install was completed however we pointed out where our windows were scratched, glass & seals were separated, locks did not work, and they covered the wood on our house with plastic (to cover pour craftsmanship). The workers could see the issues we pointed out and the worker put in a warranty request on the day of install. We were given several dates for install, due to them pushing dates out each time. They came out finally and did work to repair or fix our windows. Some windows were replaced, they ripped off the plastic cover over our wood & left caulking and gaps where the concrete was now missing. The job was still not done, did not have all the parts. The third time they came out to finish, they made our house worse. They rigged our slider window in the kitchen with shims, it almost pops out of the frame and is not level. Gaps in screens let bugs in. Our back sliding door does not close without pushing forward and slamming shut. We watched him bend the frame and force it to fit so the seal is broken. There is no lock on the screen, the screen has gaps. The outside of the house was left bare, no trim, gaps between brick and door where bugs get into the house. We complained again, today 9/1/22 they show up. The installers again have no idea of what they are here to do and have no equipment/products to fix the house. They left. We are stuck again. We have called and worked with this company for almost a YEAR now, this is enough! Customer Service just sends workers each time with no clue of what to do. I NEED H

  

  Business Response

  Date: 09/01/2022

  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 has scheduled a service appointment with you for 9/3/2022 to have an Installation Manager on-site to make a full account of the outstanding concerns with your window project and to determine an agreeable path to go down in order to resolve each one.  We apologize for the delays in resolving the product concerns in your home to this point but look forward to resolving any outstanding concerns with the project as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:09/01/2022

  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.

  Company: Power Home Remodeling Issue: Non-Completion of Work Product: Front Door and Sliding Glass Door Transaction Date: 03/2022 Originally Scheduled installation Date: 06/03/2022 Alternative Dates that were Missed: 07/28/2022 and 09/01/2022 Reasons Given: Sellers own negligence Intended Resolution: Installation of Contracted doors without damage to the product or property with the exact same terms and conditions as well as interest rate set forth in March of 2022. Anything less is a breach of contract with negligence as described below.Major Concern: Financing set to expire 08/31/2022 Description: The company originally scheduled an installation for June with a purchase date in March. They called to reschedule the sliding glass door installation as the product had not arrived. However, they first failed to properly measure the front door and then proceeded to damage the front door, sliding glass door, and door frame. While the first instance could be written off, they have now provided a consistent pattern of failing to complete work due to their own negligence. The first issue involved a cracked sliding glass door and could be written off. Next, they stated they failed to properly measure the front door. Then, they claimed they damaged the sliding glass door again. Now, they claim they put a gouge in the front door. They cracked our current door frame Unfortunately, it is entirely possible that the financing scheduled through Power HG will fall through by today as they, for a fourth time, are failing to complete their work. We requested financing through Power HG. They approved us through a third party. This is unacceptable and potentially actionable. If they fail to resolve this issue under the exact same terms and conditions as set forth in March, including financing terms and the same interest rate, or try to renegotiate financing unfavorably, we will be forced to sue in small claims court for breach of contract and have legitimate proof of negligence.

  

  Business Response

  Date: 09/01/2022

  Good morning,

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

  Power does not and has never provided financing directly to any of it's customers for the purposes of providing payment for a project through Power.  Power is partnered with several banks that provide the financing and payment plans that were presented to you.  Please refer to the signed credit application and your signed sales agreement for any clarification that is needed.  If a finance approval is set to expire prior to work being completed, Power will work it's lending partner to extend the approval of the financing to accommodate the new expected project completion.

  As of now, replacement product for your project is scheduled to be completed and delivered to Power's local installation office in Denver before the end of September.  Power's local installation office has reserved time on it's installation schedule on 10/14/2022 to complete the project at your home.  We look forward to completing your home remodeling project soon.
  Thank you,
  Ryan F*******
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:08/31/2022

  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 order 2 doors back in May and it was explained that due to manual labor and quality of product, it would take 2 month for delivery. 2 weeks before delivery we received a call that there was some kind of issue and it would take another 2 months for delivery. At this point we were not happy with the service and poor explanation of reason about the misser ice. I was told that there was a clause in the contract that protects the company when we wanted to cancel the order. Now we are stock again as the date of second delivery was postponed again with no reason. We have not received the doors yet and now we have to stay with a company that will not provide the service and quality sold to us.

  

  Business Response

  Date: 09/01/2022

  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 original installation date for your door project was not met due to damage to your door that was found prior to the completion of the manufacturing process.  A new door was put into production and your new installation date has been scheduled  around the projected lead time to complete the second door.  We apologize for any inconvenience these delays may cause but Power will not install a product that is anything other than new condition. 

  As outlined in your contract, the projected start and completion dates of your door install are subject to change and manufacturing delays are not calculated in those estimates.  Such delays do not constitute abandonment  of the agreement and definite start and completion dates are not material terms of the agreement.  The three day rescission period in which you are able to cancel the project has passed.  Power will not be able to cancel the project at this time.  We look forward to completing the door installation for you on 9/14/2022.

  Thank you,

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

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased windows for my whole home in 2007 with the promise that if any window failed they would be replaced as per their lifetime guarantee. In 2021 we noticed that a window in the front of the home was discolored. We called the company and they said they would send someone out to look at the windows and replace them. Someone came out soon after to look at the windows and agreed that they needed replacing. The order of the replacement windows was put in, in June 2021 and an email was sent confirming the order. In the email there was no mention of the windows being on back order. We heard nothing about the status of the windows so we called in August 2021 at that time we were told the windows were on back order and that we should have the new windows by March 2022. Here we are now in August 2022 and I called yet again and was told that the windows are still on back order. What gives me pause is that during this process a sales rep for the company came to my home unaware of the situation and asked if I wanted to purchase new windows with Power Home Remodeling. How are they selling new windows when they claim they are unable to replace the ones we have? Please investigate this company.

  

  Business Response

  Date: 09/01/2022

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

• Initial Complaint

  Date:08/31/2022

  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.

  Im hoping that you can help me I have work with your company here locally in the Michigan area I brought new windows doors with your company last year. I spent $30000 last year and until this day I been dealing issues with company products. I started working with your company in last June 2021 but in November of 2021 my door was not working which I paid over $10,000. They came out several times to repair the door and they left scratches on my door from Previous repairs and they to promise bring out touch paint to fix it. This week a person came out again to repair the door and he did not any bring touch paint. They repair my doors over four times I couldn't not lock the door and I was out at end July of this year and friend came by told me my door open and would not lock properly. I have play with it just lock it and push it hard to lock it. Please explain to me why I am going through this. I purchased door less year ago. One time the whole lock fell off so I had to stay at my house almost a week before they sent someone out to repair it because they dont have an emergency service. Now I have a bunch of scratches on my door Im hoping this last repair last. Im asking if you could help assist me with getting my door complete by bring out touch paint and they apply it to the door and if does not look good I want door replaced. My second issue I purchase all new windows in my home including slide doors four of my windows to not work properly I contacted them in September of 2021 and they told me they had to order some sashes it would take about three months until this day I have not had the one of them is repaired They supposed have to someone out here fix my door and windows they did my door and he had order just fix the door within 30 minutes only. The person told me they never told anything windows or touch up paint. Every appointment either never show or not complete repairs. Now telling again they cant come until Nov 1

  

  Business Response

  Date: 09/01/2022

  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 operational concerns with the entry door were resolved by a Power Installation Manager on 8/17/2022.  At that time, the replacement window sashes for your home were not yet available to Power as they had not been completed and delivered by our manufacturer.  A follow up service to provide touch up paint for the entry door and to replace the window sashes in your home is scheduled for 11/1/2022.

  We look forward to having everything resolved for you then.

  Thank you,

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

• Initial Complaint

  Date:08/30/2022

  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 a new roof and new windows installed for the entire house in May 2021. The roof leaked into our brand new bathroom causing damage to the ceiling in April 2022 We have tried contacting Power Home Remodeling no less than 15 times and not one person has ever returned our call. We initially were able to get an appointment scheduled for OCTOBER, when the leak first started in April, but then called back during a severe rain storm that again produced leaks and had a scheduled appointment on August 20 for someone to come look at the roof. The day before that appointment someone named “Mike” who said he was with Power sent me and my husband a group text that there was a crew in the area and could stop by on August 19 to look at the roof. Not one person from that other crew spoke to anyone living in my home or came inside to inspect the interior bathroom ceiling damage and left. No one showed up on August 20 for the scheduled appointment either despite our repeated attempts to text and call “Mike”. We have no idea what happened with the roof and if something was done to it and the interior ceiling in the brand new bathroom is still damaged from the water leak. We paid ~$70,000 for a new roof and new windows and apparently that’s not enough for anyone at this company to return calls or keep appointments. We want the damage fixed or we want our money back in a full refund so we can get a reputable roofing and window company to fix the problems.

  

  Business Response

  Date: 09/02/2022

  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 temporary repair to the roof was made on 8/20/2022 when a Power installation was on-site to assess the concern.  Power representatives have since been in contact with you in an effort to schedule a follow up service to perform a permanent repair to the roof and to assess the interior of the home.  This visit is currently scheduled for 9/16/2022 with material scheduled to be delivered the day prior.  It is common practice after performing a service to repair a leak that time be given to ensure the repair was successful in stopping the leak before commencing interior repair work.

  Please call Power's Warranty Service division at the phone number below to confirm the 9/16/2022 service date and time work for you.  Once this repair is completed, and after a few rainfalls have confirmed the repairs were successful, Power will facilitate the repair of any interior damage that was a result of the roof leak.

  Thank you,

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

  Customer Answer

  Date: 11/11/2022

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

  The "requested information" is a PAID invoice for the repair work on the bathroom to fix the leak caused by Power's failure to install the roof correctly. We immediately contacted Power as soon as water started leaking through the window and our requests for a service visit were dismissed as not urgent - an appointment was set for more than 6 months later. We had further leaks through the window and then eventually through the roof and ceiling in the bathroom. And now, we have been told that we have to pay for the repairs ourselves and THEN we have to provide a paid receipt for reimbursement. We provided the requested quote for repairs but that's not good enough for Power. We have to front the repair costs and then keep our fingers crossed that this company will pay us back for their costly mistake. I am so beyond disappointed and frustrated with this company and their treatment of our concerns and issues with their product and installation. Again and again, I have been met with road block after road block and only after this Better Business Bureau complaint was submitted was I taken seriously. 

  I will never recommend this company to anyone for any service. I have no faith that we will ever get reimbursed for the costly repairs and as such, I want this complaint left open until I do receive the $1300 for the repair cost. 

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

  

  Business Response

  Date: 11/16/2022

  Good morning,

  As we have discussed, Power has agreed to cover the cost of repairs as outlined in the paperwork provided.  Power will need an invoice or receipt indicating that the work has been completed before reimbursing for the work that was performed.  As soon as the work is completed and an invoice can be provided, please reach out to Power's Warranty Service department at the phone number below and a representative would be happy to assist you further.

  Thank you,

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

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB, I want to report a complaint about Power home remodeling group. With this company I decided to change the windows of the house, a total of 10 windows. From the moment the windows were installed, 3 of the windows were defective.The first day that the windows were installed, one of the windows is smaller than it should be and they told us that they would order another window. But with the passage of time, week after week they were brought by a different worker or manager and everyone who came st my home, gave a different answer. And then they said that they don't want to change the window because they don't want to waste time and money. And when I ordered the windows, the quality of the windows was different from the ones that were installed for us. This company is not at all professional, but it is also a thief. And this company refuses to replace or repair the windows. In July 2021, I opened a loan account with ************* that the power home remodeling company suggested to me that they had a joint agreement. This account expired in January 2022 and the windows were installed at the end of February 2022. We agreed with the Powar home remodeling company that I would make the payment through my bank account and not through *************, as I was no longer interested in use ********. Power home remodeling refused to build or fix the windows, and I refused to make payment until this project was complete. Power home remodeling without my authorization opened a new loan account with ********, and received payment from this bank without my authorization. and this bank wants me to make the payment. I have reported to the police for this company for fraud. Please contact me for more information. Please help me. Thank you with respect ***********************

  

  Business Response

  Date: 09/01/2022

  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.

  Your window project with Power Home Remodeling was financed through a partner bank, ***** **** in accordance with the credit application you filled out on 7/27/2021 when Power's Remodeling Consultant was in your home.  Loan approvals expire after a certain period of time and when the loan approval for your financing plan was set to expire, Power extended the approval.  This was done in accordance with the credit application and Power's Sales Agreement that you signed on 7/27/2021 and was to accommodate the concerns with the window project that you wished to have addressed before signing off on the completion paperwork.  That paperwork was eventually signed by your husband, which is why the loan was funded.

  Power Installation Managers have been on-site to address every concern with the window project that you have voiced.  Most recently, twice in May and twice in June to take care of some minor issues with the finish work and to explain how to properly open, close and lock the windows to form a tight seal.  The large picture window has been determined to have been measured and manufactured at the correct size for the opening several times while Power representatives were on-site.  The window can not be the same size as the opening for several reasons; there needs to be space in the opening for the window to be set square and level if the opening is not perfectly square, there needs to be space for the foam insulation so that the area around the window is weather tight, and because the natural expansion and contraction of the windows and the walls of the home require there be adequate space to prevent premature failure of the window. 

  Power understands your wish to pay for the project by other means but to this date you have not been willing to provide an alternative form of payment for the project that has been completed.  Therefore, the financing that was originally agreed to and put in place is still the means through which payment is due.  If you still wish to have this changed, please reach out to Power's office to provide an alternative form of payment so that the loan agreement can be canceled.

  Thank you,

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

  Customer Answer

  Date: 10/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint:
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  
  The document that was signed on 04/15/2022 was never signed by us because we never accepted that the project was completed. This document came to my email and if I signed it, the document would come to you automatically. You signed this document. I ask you to cancel the loan account from which you took the money without my authorization. I am ready to pay the full amount from my bank account only after the project is finished.
  

  

  Business Response

  Date: 11/01/2022

  Good morning,

  The installation was completed as contracted on 2/10/2022.  Power Installation Managers have been on-site several times, as recently as 6/15/2022, and have confirmed the project has been completed and that there are not outstanding issues with the window sizes or operation.  Power has been waiting since 6/29/2022 for payment information, if you are in fact electing to pay for the project by means other than the financing you applied for.  Power has not received any contact or payment information to this date, however it would be easier to pay the full amount owed to the bank financing the loan since that is currently who owns the debt and who you are making payments to.  Power is happy to accommodate you in completing the payment however you choose.

  Thank you,

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

• Initial Complaint

  Date:08/29/2022

  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.

  During new roof installation Power Home Remodeling damaged our security camera, they also damaged the gutters and they need to be repainted, they did not remove nails nor debris from the enclosed gutter system and will not pay for any of these repairs or additional costs we will incur. In addition, we paid for 6 additional inches of blown insulation and only received 3-4 inches on average. We did not receive what we paid for. I have made several calls to the local Novi Michigan office, I expressed our concerns to Karli one of the program managers. I was told the regional VP Dave D****** would call me last Thursday, it is now Monday, and he has not contacted me to resolve our concerns. I don't think Power Home remodeling cares about quality nor their customers. They don't honor their own customer bill of rights and I want to at minimum get the 6 inches of insulation we paid for.

  

  Business Response

  Date: 08/30/2022

  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 representative from Power's local installation office in Detroit has been in contact with you and has scheduled a meeting for Power's Regional VP of Project Services to be on-site on Wednesday 8/31/2022 to review the project with you and to agree on a way of moving forward to resolve your concerns with the project.
  

  We look forward to seeing you then and having any service issues resolved for you as soon as possible.
  

  Thank you,
  Ryan F*******
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 09/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I have been communicating with the regional Vice President David D*********** and I am waiting for a couple more steps before I am satisfied.  Waiting for dip in roof to be fixed above garage, new gutters to replace the damaged ones caused by Power and a refund of $154 due to security camera power cut.

  Once these remaining open items are closed, I will then be content.

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

• Initial Complaint

  Date:08/28/2022

  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 Home Remodeling (PHR) in 2015 to update our home in Perkasie, Pa, project # ********. We chose (PHR) due to their advertised “Lifetime Warranty” that they offered for all their products they install. On April 14th, 2015, (PHR) installed 15 windows that were manufactured by the ********* ******** ******** *********** ** ************ (***) on 3/25/2015. Since that time, 4 of those windows have had defects that are a “material obstruction of vision from film formation as a result of hermetic seal failure under normal use.” According to PHR, the windows are on backorder, and one of them has been on backorder for over 18 months. I have been informed by PHR that *** no longer manufactures the model of windows that were installed in our house, the ****** Double Hung Window (Batch ID # ***************), and only when *** will manufacture discontinued products will we receive replacement windows. According to the warranty from ***, it states that “If any component or Product is no longer available from ***, at ***’s sole option, it may substitute any parts or components of equal or greater quality and value or tender to owner.” I have been in contact numerous times over the last year with PHR, with the last phone call from them being on 29 June 2022, and they are still informing me that this situation is beyond their control, but PHR remodel also did admit on the last phone conversation that “numerous people are having this issue and that is most certainly is a manufacture’s defect.” I also sent PHR an e-mail on 8/22/2022 which we still have not received a reply to. Since they are the “contracting company” that I hired, it does lie with them to resolve this in a timely manner, and the warranty clearly states that this warranty will not only last “for as long as he/she owns and resides, it can also be transferred” if I sell this house. References: *********************************************************************************

  

  Business Response

  Date: 08/29/2022

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