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 Group, LLC

  4135 Crescent Park Dr Riverview, FL 33578

  
• 

  Power Home Remodeling Group, LLC

  1325 Cherrington Pkwy Suite 300 Coraopolis, PA 15108

  

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:08/27/2022

  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.

  Paid $30030.26 for new windows. Half have gone bad. I was told 12 - 15 months to get replacements. Ridiculous.

  

  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 Atlanta.  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 Atlanta 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

  Customer Answer

  Date: 11/04/2022

  [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:. 32 of 34 sashes were replaced today.  Some reordered because wrong size delivered.  Other replacement sashes ordered because they went bad since original complaint.  PHRG continues to blame contractors. If they are having trouble with contractors, that is for them to deal with.  My check 9f $30,030.26 was payable to PHRG so, IMHO, they are responsible.  I will keep this issue open until all defective sashes are replaced!
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 11/08/2022

  Good morning,

  As you have stated, a Power representative was on-site on 11/4/2022 and replaced 32 sashes.  An order for additional sashes has been placed with Power's window manufacturer and when those replacement sashes are completed and delivered to Power's local installation office a Power representative will be in contact with you to schedule their replacement.

  Thank you,

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

• Initial Complaint

  Date:08/26/2022

  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.

  Transaction date June the 24th 2022.Amount of transaction $15814.00.Agreement was to install window and patio door.job has not been completed or inspected as per agreement.

  

  Business Response

  Date: 08/29/2022

  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 completed the project as contracted on 6/24/2022.  No post-installation agreement is required as a stipulation of the contract.  A copy of the completion certificate signed by you after the project was installed is attached.  Power also received payment in full on the same day.

  If you have any outstanding concerns with the project installation, please reach out to Power's Warranty Service department at the phone number below.

  Thanks,

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

• Initial Complaint

  Date:08/25/2022

  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 the Siding put on our home in August 2018. 1st problem was the company did not give me the permit to post in my front window. 2nd problem they failed inspection by the city 3 times for using wrong nails,no cover put back over the AC lines, improperly installed lighting sockets. 3rd problem we have had issue after issue with the Siding on the sides of the house and the trim pieces that go up under the Siding were it meets the brick and trim by front door and back porch ceiling warped ( but was fixed) We contacted the warranrty department and the warrant management team came out and took pictures and advised they would schedule a follow up visit to fix the last issues. 5 scheduled visit later still no crew has been out to fix the problems. I have had to call each time to see where the crew was and would get they are trying to finish up another job, misscommunication on the day etc.... We have beige, cypress and maroon Siding on our home. When we called due to a trim issue on the side of house where trim meets brick due to cracked trim. We were informed that they could not get the cypress color trim from the supplier ( on life time warranty siding) so Grey was used. We feel like we were sold discontinued siding and that is why the cypress trim can't be obtained. We make our payments every month on time, but Power fails to get a crew out here to fix the issues or even call to inform the customer they need to reschedule or an ETA on the crew arriving. I noticed when I was making this complaint that in the past 12 months Power has had over 300 complaints on the BBB website due to post installation issues. On all subquent visit since the initial installation they have failed to completely or correctly remedy the warranty issues. We just want to be assured our initial installation was done properly and that they stand behind our warranty so our home does not incur any damage that would be prevented by proper siding and trim installation which is why we got siding.

  

  Business Response

  Date: 08/29/2022

  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 Power installation team is scheduled to return to the home to resolve the concerns with the siding project on Tuesday 8/30/2022.  We apologize for the delays related to acquiring the necessary material and returning to the home but Power will remedy any and all outstanding concerns in accordance with the warranty coverage as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:08/24/2022

  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.

  On 3 separate occasions since 2017 we have make purchases from Power Home Remodeling in excess of $5K each time. On 5 occasions I have had resolve a warranty issue regarding our front door that becomes dangerously stuck when the seasons change. The first time I invoked the warranty was because a contractor we hired to do work in our bathroom ran in to the front door with his ladder and put a significant dent/scratch on it. Power said it was out of warranty and even though we already spent $5K on the door, they charged us another $2K to replace it because they said they couldn't repair it. Ever since they replaced it, the door slips out of place and gets stuck to the point where I and my 5yo are unable to pull it and have to go out the back door. In the 3 times I have reached out about this particular issue, they have only come out once and all they have done was put in different screws. Well the season has changed again and we are back to an inoperable door due to expansion and contraction, and they have mixed up my notes so badly, they are now saying my door is out of warranty because a 3rd party worked on it...No 3rd party ever works on it, a 3rd party damaged it coming through the threshold, Power made me pay to replace it, they review to service the shotty replacement they gave and they are just trying to get out of actually uninstalling and resetting the door. I want them to either uninstall and reset it so that it stops sticking (we well as redo the trim around the door which is also slipping down) or pay for me to get a new door from them or another company who actually sells a working product. Even their lifetime guaranteed lockset is loose after only 2yrs

  

  Business Response

  Date: 08/29/2022

  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 Power representative has been in touch with you with respect to the on-going door concerns.  Currently, Power's Warranty Service department is awaiting photos of the affected areas before putting a game plan in place to move forward with the door service.  The concern with 3rd-party work is not related to the door damage, rather the drywall on the interior of the home that was installed over the door frame, which is causing the door to rub. 

  Once the photos requested are received a Power representative will be back in contact with you to discuss the next steps.

  Thank you,

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

  Customer Answer

  Date: 11/21/2022

  Drywall was installed concurrently while Power was in the home doing the work and they okayed the work being done as this was all done under a coordinated insurance claim. Again, I have already paid for the same door twice and now you are asking me to pay thousands of dollars to have drywall redone. Drywall isn't really the bulk of the issue here, the door is literally falling off the hinges / frame because the person who came out a year ago, I believe was a supervisor or manager, literally stripped all of the screw holes messing with the door have hazardly instead of fixing it properly.

  

  Business Response

  Date: 11/21/2022

  Good morning,

  The door can not be adjusted in any manner given how the drywall was installed.  If Power were to remove the door the dry-wall on all sides of the door would have to be re-done.  The drywall is installed over the door frame which is 100% the incorrect way to drywall around an opening.

  We understand the position that this puts you in, however the drywall was not completed until the door was already installed and it was after the door was installed that the problem with the drywall was discovered.  The Installation Manager on-site last year did the best that they could given the circumstances.  Power is not able to assist any further until the drywall is re-done correctly around the door opening.

  Thank you,

  Ryan F******
  Warranty Service Director
  O: 610.874.5000 x*
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:08/24/2022

  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 and had a bay window installed in my home back on 01/20/2021.. The window leaked, I called them and they came out to look at it. They told me it wasn’t the window and it was the soffit. I had another contractor come and look at it. That contractor looked at the soffit, it wasn’t the soffit. The contractor did look at the gutters and tighten them up thinking maybe it was that. It wasn’t the window continued to leek. The contractor came back out in 02/2022 he looked at the soffit to see if he could figure where the water was coming from. He sprayed the window with a hose and you could see condensation as well as water coming into the house. I called Power and they wanted pictures of this. I sent them the pictures..They sent out one of their employees to look at the window and he determined it was leaking and advised me he would order a new window. I didn’t hear from them. I called in May of 2022 and they forgot to order the window. I called again in June, July, and August and they claim it is on back order. I want my money back to get a new window installed by another contractor. I had yo pay the second contractor for the trouble shooting. I am looking yo be reimbursed for this as well.

  

  Business Response

  Date: 08/31/2022

  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 received the replacement bow window for your project at our local office in Boston and a Power representative has been in contact with you to schedule the replacement.  Power will return to the home on 9/6/2022 to replace your current bow window with a new one.
  Thank you,
  Ryan F*********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:08/23/2022

  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.

  I hired this Power Home to redo my windows of my home as the original ones were not properly installed, they did come and install but being an average guy I was not able to identify that the windows were poorly installed, but after a year and half later I decided to lease my house and went for an home inspection to fix all other issues the house had, I never expected this comment from the home inspector,"There were major defects observed in the windows, The windows were poorly installed which could lead to leaks and possibly affect the siding". This was the same comment I got with my original windows before installing the new ones, there is no reason for me to spend so much money on this company to install newer and being told that this was poorly installed. Since I had life time warranty on the windows, I called power home to see what's going on, meanwhile one of the guys from power home came to market a different service and he also confirmed the windows were poorly done by their crew and they never added capping to the windows so I believed they will fixed this for me, but turned out they started giving fake excuses and stared blaming the siding of the house and other stuff and never admitted their blunder. Finally the call center lady finally apologized to me saying that we are sorry and they can do nothing about it, meaning they will basically not honor their warranty. I would like this company to fix what they have done or return my money, these kind of fraudulent businesses should not exist.

  

  Business Response

  Date: 08/23/2022

  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 Power Installation Manager was on-site on 8/16/2022 to address the concerns related to the windows installed in your home by Power Home Remodeling.  The windows Power installed are installed correctly and show no signs of leaking.  The windows themselves are installed level and square and operate as designed.  The exterior trim on all of the windows is integrated with the siding on the home so this original trim was not disturbed when installing the windows.  Instead, new PVC trim was installed over top of the existing trim.  Power can not remove the original exterior window trim without disturbing the siding on the home, which could potentially cause a host of other issues, which is why the trim was installed this way.

  The sills on the exterior of the windows that your home inspector pointed out were not installed by Power.  If the wooden sill structure is pitched back towards the home, the sill itself would need to be replaced.  This is not work that Power was contracted to perform and not work that was paid for.

  Power's local installation office in Detroit provided you with a price to perform the work requested.  This price reflects the amount of work requested that does not fall under any warranty coverage because it was not work originally performed by Power and was not included in the original window contract.  If you wish to proceed with the repair work at any time over the next year Power will honor the price given. 

  Thank you,

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

  Customer Answer

  Date: 11/17/2022

  [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: 17757399
  
  I am rejecting this response because:

   

  There is no window capping installed, power did not install any window capping till now, there is only a some flashing material which was already there, attached is the picture of how my actual window looks like without any capping,

  I hope you know ************* capping is, if not look at the sample picture and learn what it is and how a window should like if it was installed professionally, don't simply say that power installed widows correctly, it looks cheap and unprofessional just like you.

  By the way you still have not sent the contract which I signed saying that installing capping properly will cause siding issues, obviously you cant send that because I have not signed any contract like that. GIVE ME BACK MY MONEY

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

  
  

  

  Business Response

  Date: 12/15/2022

  Good morning,

  Power has reviewed the photos you have provided and has been on-site to see the window and window capping in person.  We are well aware of what window capping is and what your concern pertains to.  As has been stated several times, the original capping was trimmed in new coil during the window installation.  The capping can not be completed in the manner in which you are requesting due to how the siding was installed on the home prior to the windows being installed by Power.  Doing so would require modifying the existing siding and siding installation, which is not part of any window project and you will not find this scope of work anywhere in the contractual agreement pertaining to the project.  A price has been provided for the work you have requested and that price is good for up to one year should you choose to have the work performed at a later date.

  Power's window contracts are worded to include "custom exterior capping."  The project agreements are worded this way because every home is different, every window installation is different, and exterior capping can not be applied to every home in the same exact way.  There is nothing wrong with the window installation or the performance of the windows in your home, the concerns are strictly aesthetic.

  Thank you,

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

• Initial Complaint

  Date:08/23/2022

  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 have been waiting for replacement windows for a year and a half. This company is taking advantage of the COVID pandemic and supply chain issues while not honoring their lifetime warranty obligations. They should provide competitor's windows if unable to provide their own.

  

  Business Response

  Date: 08/23/2022

  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 Power representative has spoken with you with regard to the window concerns and a service to replace the effected sashes has already been scheduled for 11/9/2022.  We look forward to having your concerns with the window project resolved for you then.

  Thank you,

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

  Customer Answer

  Date: 08/29/2022

  [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: 15 month is more than adequate to meet the definition of unacceptable. Then a canned response like every other one listed on bbb. This is the second batch of windows that have failed. I would be perfectly happy if power installed a competitor's windows so we can avoid this substandard window replacement and substandard warranty response in the future. I was not contacted by the company. I had to hound them. I wonder how many new windows were installed for unaware new customers whilst I waited for warranty a work over a year?
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 09/23/2022

  Good morning,

  The defective window sashes are being replaced in accordance with the warranty coverage provided by the manufacturer of the windows on 11/9/2022.  The warranty does not cover replacing the windows with those from another manufacturer.
  

  Thank you,

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

• Initial Complaint

  Date:08/22/2022

  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.

  Agreement Date: 02/19/2022 Project # **-***** Purchase Price: $4651.23 Amount Paid: $0.00 Power Home Remodeling was hired to install custom windows at our home. We hired them to install a sliding glass door and an additional window. We scheduled an install with Power HRG for Friday, June 29, and PHRG failed to arrive. I called PHRG the same day and spoke with Sarah, project manager, at which we rescheduled for Wednesday, July 6. PHRG failed to arrive to our home again. I spoke to Vince, project manager, the same day and negotiated consideration for failure to install the product we had agreed to. PHRG reduced the original purchase price to $4500.00. We scheduled the next install for Friday, July 15 and again PHRG failed to come to our house. I called PHRG on July 15, and spoke to Sina. I asked him to please have Marc M*****, the person that we signed the contract with and VP of a department at HRG, to contact me. Sina said he would contact him to do so. I called PHRG the next day and spoke with Zach, project manager, and asked to cancel our entire project. He told me that one of his supervisors will contact me on Monday, July 18. I have not received any call, email, or voicemails from PHRG. As far as I am concerned, today is August 22 and this business has not tried to contact me in any way. The last communication I had was when I contacted them on July 16. On their site, they have a "Bill of Rights", #6 "We will always treat your time with respect. You have the right to expect appointments and installations will be finished on time. If any issues or problems arise, we will respond promptly".

  

  Business Response

  Date: 08/22/2022

  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.

  As requested, your project with Power Home Remodeling was canceled on 8/19/2022.  Neither party is under any contractual obligation to move forward at this time and there are no monies owed.  We apologize for any inconvenience this experience may have caused.

  Thank you,

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

  Customer Answer

  Date: 08/29/2022

  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.   It is unfortunate that it ultimately had to end the way it did.  We were looking forward to this project from the first day and we regret that the project did not end with a completed project.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/19/2022

  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.

  I was in the market for new windows and I talked with a salesman about having them replaced. I had an old bay window with a knee brace for support. The salesman told me the knee brace would need to be removed because they don’t use that method of support anymore. Therefore the siding on the house would need to be replaced. I was not in the market for new siding but I reluctantly agreed. Imagine my surprise when the job was done and the knee brace was still attached to the window. The new window was deeper than my old one and the knee brace did not fit properly. (See photo). The inside was a mess with gaps, loose boards,and I’ll fitting corners. Not only did I buy siding that I didn’t need but the window was not aesthetically pleasing. I paid nearly $46,000.00 for this job in June 2022 and I feel that I was taken advantage of because I’m a vulnerable senior citizen. They attempted to fix the window on the outside to no avail. I had someone else fix the inside because I don’t trust their work. I would like to be compensated so I can get someone else to fix the outside of the bay window.

  

  Business Response

  Date: 08/20/2022

  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 Power representative from your local office in Chicago has been in touch with you with regard to the bay window installation.  From structural and aesthetic perspectives there is nothing incorrect about how the unit was installed.  Power's installation team was able to re-use the exterior knee braces, a critical point of support to prevent the bay window from sagging in the future, because of how the original window was installed.  The overall projection of the new unit may be larger, giving you more area on the bay window seat and a roomier feel, but that does not change the effectiveness of the knee braces.  Furthermore, you agreed to re-side your entire home along with the bay window and 4 other exterior windows.  This is outlined in the contract and is not a stipulation of installing a window of any kind on Power window projects.
  The contract has been fulfilled in its entirety as outlined.  If you have any concerns with the workmanship or the functionality of the windows or siding in the future please do not hesitate to give Power's Warranty Service division a call for assistance.
  Thank you,
  Ryan F*********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:08/18/2022

  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.

  Synopsis: The seals on our installed windows failed while under warranty. Power was notified of the seal failure in January 2021. Power confirmed that seal failure is covered by the warranty and that they would replace the windows at no cost to us. An installation appointment was set for May 24, 2021. On March 5, 2021 Power canceled our appointment and did not set a new one at that time. Since then we have placed numerous calls and have been given new expected dates for installation. All of these have come and gone with still no windows. They were most recently due to be installed today and this appointment was confirmed two days ago, but this appointment was also canceled by Power and rescheduled for January of 2023. Is there something you can do to help get this situation resolved and the windows replaced? Additional details with names and dates are attached.

  

  Business Response

  Date: 08/20/2022

  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, Power was unable to locate the replacement sashes for your bow window in our local warehouse.  They were either misplaced or incorrectly reported to be delivered to Power's offices by Power's window manufacturer.  At the present time, Power is attempting to locate the replacement sashes for your project.  If need be, another set of replacements will be ordered to be delivered to Power's local office.  We apologize for any inconvenience this may have caused.  The current service date scheduled for you is the earliest available date provided the uncertainty at the moment regarding the location of your sashes.

  A Power representative will be in contact with you as soon as there is an update to provide.

  Thank you,

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

  

  Business Response

  Date: 09/29/2022

  Good morning,

  The replacement sashes for your window project have been manufactured and delivered to Power's local office in NJ.  Power's local office is working to have the replacement sashes in your possession as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 10/11/2022

  [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:

  Dear BBB Representative,

  Since our previous contact the following actions have transpired.

  On September 29, 2022 four windows were delivered to our premises and deposited next to our front stairs with no prior notice. An envelope with a form letter was left in our mailbox letting us know that their supply chain had recently begun to free up (see attached).

  Inspection of the units themselves revealed printed labels dated January 15, 2022.

  The bottom exterior corners on all the units are open or torn (see representative photo).

  We are still awaiting the installation of the delivered units which is currently scheduled for January 2023.

  At this point I would not say the situation has been resolved unit the corner seals of the new windows are mended and have been installed.

  
  Respectfully,
  ** & ******************