Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Power Home Remodeling Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 971 total complaints in the last 3 years.
- 253 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/18/2022
Type: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.
December 16, 2016 I purchased a 3-panel sliding glass door unit at $5,126.74. There were no issues with the door until 2019.March 23, 2019 R glass panel damaged by roofing company. Roofing company paid for new glass panel. Power Home inspected 3/28/2019 and ordered new glass panel. 1st replacement installed 6/14/2019 and integrity of door compromised. Installer did not know procedure to remove door and replace panel. He pulled and tugged on glass door to the point he was going to injure himself. He called the office and discovered he was not following proper remove and reinstall procedures. Once installed we discovered scratches in new glass. Manager arrived 8/9/2019 to confirm scratches and reordered with install date of 9/13/2019. Scratches discovered again after install 9/13/2019. No one showed for scheduled appointment 11/1/2019. On 11/14/2019 scratches discovered prior to install so another panel ordered. On 1/9/2020 4th glass panel installed. The door began to squeak and would not line up with deadbolt. 7/9/2020 replaced damaged interlock. 11/12/2020 technician looked at door and lock where he made adjustments but they did not work. 10/21/2021 door was looked at again by manager and parts ordered. Spring 2022 discovered gas seal broke on new panel so panel not reflecting heat. Immediately called about glass failure and continued squeak. 6/6/2022 technician arrived to look at door - didn't know why he was there. I explained about glass failure and continued door squeak. He said new door and panel needed and would send an email confirmation which I've never received. 6/17/2022 Warrenty said no record of door or window order. Called 6/21, 6/22, 6/27, 6/28 all with promises to call back with information. 7/12 received call with appointment on 8/4/2022 with Crew Chief. He stated ATL Manager to call me to confirm door and glass panel order. As of today, no one has called. Requesting a full 3 panel door unit replacement.
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 Home Remodeling's local office in Atlanta is aware of the missed service appointment on 8/4/2022. We are very sorry for any inconvenience this might have caused and Power's local office is working diligently to ensure that a representative returns to the home to complete the service for you. A Power representative will be in contact with you shortly to arrange a new date and time.
Thank you,
Ryan F*********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 11/08/2022
[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: Once again, Mr. F****** is not being honest. No one from Power Home has attempted to schedule an appointment with me. After reading this response, I contacted Power Home on 11/3/2022 and attempted to speak with Mr. F******. Once again, my request was refused. Jimmy, the person from Warrenty who answered the phone, did not see any request for parts in my file nor that any were in. As a matter of fact, we scheduled an appointment for January 16, 2023 so someone could come out to the house to determine what the problem is. First of all, I have been dealing with this issue for 3 years and the earliest they are willing to come to my house is January of next year and most important, they are NOT coming to my home to fix the problem. They keep denying there is a problem and they keep acting like they do not know what is going on.
How can one company have such bad customer service and a Warranty Department that is incompetent? I have stated over and over what the problem is: the door squeaks every time it is opened and closed and now the replaced right side panel has failed and is not withholding heat. Tyler was at my home on June 6, 2022. He showed up and actually asked "What is the problem"? He did not bring a heat gun with him to check the failed right glass panel and he barely looked at the door. He opened and closed it, heard the squeaking and said that a new door was needed. I asked him for a copy of the Service Completion Report for that day and he said they do not do them anymore. By not providing the Service Completion Certificate there is no paper evidence that they were at my home and now it is their word against mine. He stated he would email me a copy and he would email me a copy of the door order.
I called Power Home June 17th for an update and Nick in Warrenty said there was no record of door being ordered. He said he would email Atlanta office and someone would be in touch. No one contacted me. I spoke with Jordan a week later and nothing ordered - she would look into it. June 28 still no return call. This has continued through today. THERE IS NO RESOLUTION FROM POWER HOME. The only thing they can do is deny, 'look into' and avoid.I told Jimmy we would keep the appointment for January and see what Power Home has to say then. I am tired of the run around I am receiving and that Power Home does not honor their warranties. They do not take responsibility for their actions and admit when they are wrong. They make the consumer/customer keep calling and calling with no resolution. If this does not get resolved in January then I will be taking Power Home to court for damages and denial of Warrenty and the responsibility to the damages caused by their technician.
Regards,
*************************Business Response
Date: 11/08/2022
Good morning,
The parts order that was placed for your sliding glass door was completed and has been delivered to Power's warehouse in Atlanta. The service on 1/16/2023 is to repair the sliding glass door. Power attempted to perform this exact service on 8/4/2022 but you did not permit the installation crew on-site to perform the service. Because Power was not permitted to make the necessary repairs at that time the repair remains incomplete and unfortunately the earliest date now available to perform the repair is in January.
If an earlier service date can be accommodated in order to expedite the repair of the sliding glass door a Power representative will be in contact with you to make alternative arrangements.Thank you,
Ryan F**********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:08/17/2022
Type: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.
Date of my transaction- 3/26/2019, paid $13,507 for all of my windows to be replaced in my home. I need 2 windows to be replaced. I first contacted the company on 4/27/21 about the first window and was told it would be replaced in June of 2022 then told August of 2022 and now being told it would be replaced in November of 2022. And contacted them regarding the second window on 4/27/22 and being told it would take 12-14 months to replace this window as well. This is unacceptable and being told that due to manufacturing issues I have to wait. But they are still installing new windows for customers and was told yesterday by Rachel in the warranty dept that the new customers are receiving a different version of window from a different manufacture. I have a lifetime warranty on my windows and should not have to wait a year and a half or more to have my windows replaced when it has been less than 3 years being installed in my home. I keep getting the run around from everyone at this company and told to basically deal with the issue.Business Response
Date: 08/17/2022
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 order for your home was 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 Chicago. 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 order is scheduled to be delivered to our local office in Chicago 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.comInitial Complaint
Date:08/16/2022
Type: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 bay window installed by power and been having a issue with the window being very cold on the surface during the winter...I had a service manager come to my house in March 2022 and they said they were going to pull window out and reinsulate and figure out what the problem is..pushed appointment to May which since than I have had 2 no show appointment, 3 service manager appointment where they said what they are going to do and inspect when it had already been inspected and shouldnof been someone to fix the problem not reinspect it, one appointment where the crew showed up at 5 pm and had to small of crew to do the job and didnt know what they were going to do, 2 canceled appointment. It shouldn't take 6 months to get a warranty issue resolved. I would really like to have this issue resolved I have paid a lot of money for this window to have service like thisBusiness Response
Date: 08/18/2022
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.
At this time, a service appointment is scheduled for Monday 8/22/2022 for an installation team to resolve the concerns with the bay window. We apologize for the missed service appointments, we understand what an inconvenience this can be and do not take granted our customers time. We look forward to having everything resolved for you on 8/22.
Thank you,
Ryan F*********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 08/30/2022
Complaint: ********
I am rejecting this response because:I have had another canceled appointment on aug.22nd and cannot schedule another appointment till October 13th ...It is terrible that this problem has taken this long to get fixed.I am not one to complain ..All I would like it for this window to be fixed. Noone has done nothing
Thank you
***************************
Business Response
Date: 09/23/2022
Good morning,
We apologize for the missed appointment on 8/22/2022. A Power representative will be on-site to address the bay window concerns on 10/13/2022.
Thank you,
Ryan F*******
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:08/16/2022
Type: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.
Contracted Power Home Remodeling to re-do the siding and gutters on our home. The sales pitch sounded like a dream, and the job was expected to take 10 days. The project is being financed, and the payments do not start until 30 days after completion of the project. At the onset of the project, the installers removed flashing without putting in the replacement flashing, causing a significant leak inside our newly remodeled home. The price of the damages was addressed by adjusting our contract price. The subcontractors that were responsible for the damage were angry that we reported it and the remainder of their work was sloppy and incomplete. It is now 4 months later and there are still incomplete or sloppy portions of the job from the original installers. The company keeps sending people to our home to “fix everything” but they do one or two things and then leave. They also show up without informing us. We have had multiple service reps try to “resolve the issues”, but they take a bunch of pictures, promise to repair things and then nothing happens for weeks on end. To date, we’ve been asked to sign off on the job 9 times, to indicate that it’s been completed. Today I had a subcontractor ask me for a letter attesting that his work was done or he would not get paid. This is the third time I’ve heard that from their subcontractors. Their have been no formal apologies or communication from the company throughout this process, beyond contractors showing up at my house with no warning. Can add photos of incomplete or sloppy work if desired.Business Response
Date: 08/18/2022
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.
At this time, Power is aware of the remaining unresolved concerns with the siding project and is working to come to a resolution on them. Power has remained in contact with you since the original installation date as it pertained to any outstanding concerns and any scheduled service appointments related to them. Your Project Production Manager and Power's VP in Installations out of your local office in Connecticut have discussed the concerns with you and have scheduled appointments to remedy them. Many of the recent delays in completing the repairs have been due to the weather on the scheduled service dates, unavailability of material from Power's suppliers, and on one occasion the presence of a bees nest in the area needing to be addressed. However unforeseen, we apologize for the inconvenience that these delays have caused and continue to work towards resolving your concerns as soon as possible.
We look forward to having the siding project at your home completed as soon as possible.
Thank you,
Ryan F********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 09/03/2022
[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:
1. We've not had inclement weather in weeks, were actually in the midst of a drought.2. There are currently no scheduled appointments. When I called the office (9/2) I was informed that there was a note to call homeowner on Monday which he thought was funny considering that Monday is a holiday and the offices are closed. He changed it to request that they call me on Tuesday. Aside from that, there are no scheduled service appointments.
3. The office has not remained in consistent contact with us and I have never actually spoken with our point person (****- though I don't know his last name or title) because he seems to be away from the office regularly.4. The bees nest that you referred to was in a gap in the soffit. Had the installation been done correctly, there would not have been a gap for the bees to make their nest. Aside from that, when it was brought to our attention, we removed it at our cost.
5. The company is continuing to request that we sign for the completion of the project despite there not be a resolution to the outstanding issues. The last rep that I spoke with (******- who I contacted, while in search of ****) made several comments about me adding items to the to do list on several occasions. This was both insulting and inflammatory as he also indicated that he had pictures on file of EVERYTHING that I indicated was as unresolved. He was supposed to follow up with my boyfriend to confirm the list of outstanding items, and then call me back the following day. He did not call either of us. He also indicated that he had previously scheduled a subcontractor without letting either of us know about it. Instead of offering an apology, he shrugged it off as a misunderstanding.
Two final comments; ****** (title unknown) suggested that we have two options, either let the team continue to resolve our list of outstanding items and pay the full contacted price OR negotiate the contract price and they will stop sending the team out to take care of the installation issues and subsequent sloppy work. At this point, nearly 4.5 months into what was supposed to be a 3-7 day project, that was again, insulting and inflammatory. He indicated that the outstanding items could be resolved in one work day. If that's possible, why has the project not been completed?!?
We chose to work with Power because we were led to believe that there was a standard of excellence. Our experience has been everything but that.
Regards,
*************************Business Response
Date: 09/29/2022
Good morning,
Power's Project Production Manager was on-site on 9/8/2022 to review the outstanding concerns with the project. Power's Installation Manager returned and was on-site on 9/21/2022 to complete the repairs to the home.
Power also offered to reduce the price of the project for the inconvenience, to which you agreed. A copy of the signed amendment reflecting the price reduction is attached.
Thank you,
Ryan F**********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:08/16/2022
Type: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.
On June 21, 2022, we had new windows installed in our home by Power Home Remodeling. We paid $19,566.24 for the new windows. While the new windows are fine, the installation process was not. Per their "Bill of Rights" which are provided on their website and provided to us at the time we contracted with them, "At Power Home Remodeling, we regard homeowner to be a hard-earned title that deserves the utmost respect. We believe every homeowner deserves the opportunity to choose a high-quality investment in the upkeep and renovation of their home, their most valued asset." And per #6 - "If any issues or concerns arise, we will respond promptly."This is why I am filing a complaint. Not only was my home not treated with respect, but upon contact with the company, I have not received a response from the company, despite multiple attempts. The installers either placed something on the toilet seat or stepped on the toilet seat in my bathroom and scratched it to the point that it needs to be replaced. This is a new toilet that was installed less than a year prior to the window installation and is rarely used, so it was in brand new condition. I contacted the company via phone on July 14 at 7:18 pm and spoke with a representative. They indicated that a project manager would call me back the next day. I received no call back. On 7/28/22 at 2:19 pm, I sent an request via the customer care system and received an email response from Stephanie H********* back at 2:45 pm (same day) saying a project manager would contact me "shortly." No response. I emailed Ms. H********** on 8/3 at 9:54 am by responding to her email saying I still have not received any response from the company and expected a phone call that day. No response via email or phone. I still have received no response from anyone at the company. They offer a "lifetime guarantee" on the windows. I now question spending nearly $20,000 on windows with them when I can get no response on this small issue.Business Response
Date: 08/25/2022
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 will unfortunately not be able to replace the toilet seat in the bathroom in your home ourselves. We are very sorry that this got damaged during the course of the window installation and would be happy to cover the cost of the replacement toilet seat. Please provide Powers Warranty Service department with the estimated cost of the replacement prior to having the toilet seat replaced and we will be happy to guide you through the rest of the process.
The phone number to reach Power's Warranty Service department is below.
Thank you,
Ryan F***********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 09/07/2022
[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. I had to contact the business to find out how to submit the documentation. I then had to contact them to follow up. Their communication is still very lacking, of which I informed them. In my follow-up I was told they have submitted a reimbursement check to me, which I should receive in 7-10 business days. I do not yet have the reimbursement, but that is a satisfactory resolution, provided I receive the reimbursement. I would have like to have received a response from the company letting me know what the resolution was, but I received nothing. Upon both phone calls to the company to speak with Ryan F*********, I was told he was not available. He never responded to my email to let me know the next steps once I submitted my documentation, they just sent a reimbursement check. I only found out about the check because I contacted the company.
Regards,
***********************Initial Complaint
Date:08/16/2022
Type: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.
January 25, 2020 I purchased my front door. A year later, we had several problems with the door. They came out a couple of weeks later, did some work to it and said if it happens again, gives us a call. We will replace the door. In January 2022, the problem resurfaced, but worse. A key broke in the lock, inside door handle came off, as well as having problems opening the door. I contacted Power to have the door fixed. They sent someone out to look at the door about 2 months later. He ordered the parts that were needed and said they would call to make an appointment when the supplies came in. About another month or 2, someone came out and fixed the handle, but nothing else. I again had to call Power. They sent another person out who ordered the parts again. We had an appointment for August 3. The morning of August 3, they called to say they needed to reschedule because they parts just came in on the truck. It was rescheduled for August 13. On that day, NO ONE showed up. I called them again Monday, the 15th. They were supposed to come out today, 8/16, between 10am and 12pm. As of this writing NO ONE has showed up or called. We have spent a lot of money for 2 doors. This kind of customer service is unacceptable.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 Installation Manager is scheduled to be on-site at your home to make the necessary repairs to your home today, Saturday, 8/20/2022. We apologize for the delays in getting the necessary repairs for the door completed in a timely manner but look forward to having everything resolved for you this weekend.
Thank you,
Ryan F***********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:08/15/2022
Type: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 PowerHome remodeling to do my windows and sliding glass door. Today while in my basement and finally clearing out storage, I noticed a hole in what is my basement ceiling/kitchen floor. I saw the wooden pieces and looked up. I could SEE MY SLIDING GLASS DOOR! They slammed the door through my flooring and now its visible from my basement. I am sure this is collecting water at this point and caused structural damage.Business Response
Date: 08/25/2022
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 contact with you and Power's Director of Installation Services out of the local office in Boston has already been on-site to review the concerns with the window installation. A Power installation team is returning on 9/1/2022 to resolve the outstanding concerns with the window project.
Thank you,
Ryan F**********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 09/01/2022
[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:
No one came to my home this morning so I contacted the Director of Installation services. He says that someone called out and they are trying to figure it out. I took off work this morning to be home and need to leave at 3:15 today. This is ridiculous and I have hired an attorney.Regards,
**********************Business Response
Date: 09/26/2022
Good morning,
A Power installation team and Project Production Manager were on-site at the property on 9/7 and 9/8 and all outstanding concerns with the window project were rectified at that time.
Thank you,
Ryan F*******
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:08/15/2022
Type: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.
When Powers put our windows in they told us they were all fully warranteed and if something happened to just call them and they'll come fix it. The exterior pane on our double paned and gassed window absolutely shattered and we have no idea what happened. It just kinda crumbled. When we submitted a request for the repair, they told us they were not going to cover it and that repair wasn't covered on the warranty. Just manufacturer defects. That is contrary to what we were told at the time of purchase. They lied to us. We would have tried other companies if we had known they don't cover their work.Business Response
Date: 08/25/2022
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.
Attached to this response are copies of Power's lifetime labor warranty and *****'s manufacturer window on the windows. These are the same warranties that are presented in every demonstration that Power's Remodeling Consultant's give in the home. Power, as the dealer and the installer, covers any labor related problems that might arise over the course of the lifetime of the product. Power does not manufacture any of the windows that Power sells and thus does not warranty the window itself directly. The window warranty is offered through the manufacturer. *****'s window warranty does not cover glass breakage. This is considered one of a few things depending on the circumstances; an act of god, negligence, abuse or neglect, vandalism, etc.
A Power representative has been in contact with you with regard to the damaged window and has offered to assist in the way that Power can. If you wish to proceed with the repair of the window, please reach back out to Power's Warranty Service department at the phone number below.
Thank you,
Ryan F*********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:08/15/2022
Type: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 issue that company is not fulfilling. Contacted company May 2021 about front window leaked & frosted in between. Keep getting run around about the replacement. No contact from company in regards to when this will be completed.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.
As promised, Power received the completed replacement window sash order from our window manufacturer and a Power representative reached out to you on 8/8/2022 and 8/12/2022 to schedule the replacement service. When Powers phone calls were returned on 8/15/2022 a representative scheduled a service to replace the defective window sashes in your home on 11/10/2022. We look forward to having your concerns with the windows resolved for you then.
Thank you,
Ryan F********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:08/15/2022
Type:Status:AnsweredMore info
Complaint statuses
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After 5 phone calls and 3 representatives coming out to look at our living room window since April of 2022. We are continuously told to wait 12-15 months for it to be replaced. This is totally Unacceptable. We paid for the project and warranty the Window needs to be replaced now. They’re Customer Service is horrible !!!Business Response
Date: 08/20/2022
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 order for your home was 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 Connecticut. 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 order is scheduled to be delivered to our local office in Connecticut 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: 610.874.5000 x*
Power Home Remodeling
PowerHRG.com
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