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

  701 Forest Point Cir STE A Charlotte, NC 28273-6631

  
• 

  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:07/29/2022

  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.

  Project # **- *****  replacement of 23 defective windows under lifetime warranty. installed 12/14/07 for $15,782. Panes have clouded up from growth between panes or ? Chemical breakdown. I first notified Power on 3/29/21 . A rep who stated that his name was Jim visited on 4/23/21 and confirmed the problem, took measurements and stated that new sashes should be available Dec. 2021. On 12/10/21 Andrew advised that sashes should be ready by end of May/June2022. On 4/11/22 I was again told sashes should be ready in June. On 6/1/22 I was advised that they would be ready in " a few weeks" . Today7/29/22 I was advised that it "takes at least 1.5 yes to receive sashes " & that I will be called when they are in. I am requesting BBB assistance to resolve this problem. 

  

  Business Response

  Date: 08/03/2022

  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 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 order is scheduled to be delivered to our local office in Philadelphia 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:07/28/2022

  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.

  On 01-17-2022 my wife and I contracted with Power Home Remodeling for a new bay window with a roof. We established a project date and financing.On July 11, 2022, I called Power to confirm the installation date of July 14, 2022, between 8am & 10am. I was told by the representative that the project is confirmed, the window is in the warehouse and the crew will be there.On July 14, 2022 @ 8:32am I was contacted by Power and told the crew could not install the window and that I would be contacted shortly about a new date. The reason I was given was that the installers were not proficient in constructing a new roof. After 4 hours of waiting, I called Power and spoke to a Project Manager and was told the new date for installation is July 22, 2022. Between the hours of 8am & 10am. On July 22, 2022, at 8:50 am I called Power to confirm the installation was going to be done. I was told by the representative that the crew was coming. At 9:20am I was called by a Project manager and told the crew was not coming due to over scheduling and the heat and that Power would call back with a new date. Again, after several hours I called Power to ask for a manager or Director to address our concerns and lack of customer service. I was told because of the 'heat' the crews are not working as scheduled. We were then given a date of July 26, 2022, for installation.On July 25, 2022, at about 2:30pm I received a phone call from a Project Manager stating that the installation was cancelled for July 26, 2022 because the crew would be tired and heat related issues. I was then given a new date of July 28, 2022, between 8am & 10am.On July 28, 2022, we received no phone calls from Power, my wife at 10:10am called and spoke to a representative and was told "you are first on the list and the crew will be there at 12pm or between 12pm & 4pm. At 1pm my wife called Power and was put "On-Hold" for over a half hour and was told by the representative that she was trying to contact a Project Manag

  

  Business Response

  Date: 08/07/2022

  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 in regard to the bay window installation however, you were unwilling to discuss moving the project forward at that time.  Power representatives will continue to reach out in an effort to work towards a resolution but the three day rescission period in which you have the option to cancel the bay window project has lapsed. 

  Please reach out to Power Home Remodeling directly in order to discuss a resolution.

  Thank you,

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

  

  Business Response

  Date: 08/25/2022

  Good morning,

  Your window project with Power Home Remodeling has been canceled at your request.  The cancellation is effective 8/18/2022.

  Thank you,

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

  Customer Answer

  Date: 08/25/2022

  [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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:07/28/2022

  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.

  On March 18, 2021 replacement windows/sashes which were covered under the lifetime warranty were ordered (8 in total). At that time I was advised it would possibly take 12 months for them to come in due to COVID. On May 31, 2022 I contacted Power Windows & Siding and spoke to Bobby to see what the status of the windows/sashes was. I was then told it was now taking anywhere from 12 to 15 months for the replacements to come in. They advised me they would contact the manufacturer to see what the status was and they would call me. No return call was received. I again called on June 6, 2022 and spoke to a Matt and again was told it was taking 12 to 15 months. I asked if the manufacturer was called and they stated he could not tell me if that was done. Again I was asked if the matter could be looked into and a return call received which never happened. I again called June 29, 2022 and spoke with Shawn who advised me he could not tell me the status but once the windows were received they would call to schedule installation. He advised me that every Friday the window manufacturer is sent a list of orders they are waiting for and to see what the status is of those orders. Shawn advised me he would be forwarding our name to his boss, Ed, to put our names on the list of those sent to the manufacturers. I requested a return call which was never received. To date it has been over 16 months waiting for these replacements and I am not sure if a work order has ever been submitted.

  

  Business Response

  Date: 07/28/2022

  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 to schedule the replacement window sash service.  The replacement window sashes for your home have been manufactured and delivered to Power's local installation office and a Power Installation Manager is scheduled to be at your home on 8/23/2022 to replace them.  We look forward to having the window concerns in your home resolved for you then.

  Thank you,

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

  Customer Answer

  Date: 07/28/2022

  [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. 
  
  Regards,
  
  ***** & *******************************
  

• Initial Complaint

  Date:07/27/2022

  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.

  Power home remodeling group installed widows at my home . There windows have failed more then once .because there windows are life time warranty ,they replace them .I reached out to power home remodeling group. I'm going on or over a year , waiting for a phone call for installation , I was told covid played a factor on warranty work how ever if you call today for new windows it will take a few weeks to install, the windows are failing , they are cheap windows . They have replaced them before, and failed again , I would like some sort of refund so I can purchase windows that work . I was denied any amount back and told I would have to wait for them to catch up on warranty work . I have been patient for far to long .

  

  Business Response

  Date: 07/28/2022

  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 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 order is scheduled to be delivered to our local office in New Jersey later this summer.  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

• Initial Complaint

  Date:07/27/2022

  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.

  This is a warranty Complaint. A window installed in 2014 and reported in 2019 as a problem has still to date in 2022 not been addressed / replacement. The Power Project # ******* / Warranty Ticket # is ****** / Warranty Order # ******* The issue with the widow is that it is clouded and internal MOLD. Case is over 1.5 years old approaching 2 years

  

  Business Response

  Date: 07/28/2022

  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.

  I spoke with you directly yesterday, Wednesday 7/27/2022, with respect to the missing sash for your service concerns.  Power's window manufacturer has indicated that the replacement sash has been completed and delivered to Power's local installation office in New Jersey.  Power does not have the replacement sash in inventory.  Power and Power's window manufacturer are currently working to locate the sash for your home and as soon as it is located and delivered to the proper warehouse a Power representative will be in contact with you to schedule the replacement as soon as possible.
  Thank you,
  Ryan F*******
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:07/26/2022

  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.

  We recently had our 2nd set of windows installed by Power. The first experience was wonderful. The 2nd set of windows were installed on July 20, 2022. The installers were on time and had the 5 windows installed in no time. I did a quick inspection of the interiors and signed the form that stated everything was good and they were on their way. I even got a call from the QC department before they left to state that a QC person would be by later to double check everything. After the crew left, I walked outside and looked at the windows. I was a bit surprised because the trim around the windows and the trim on the glass was a different color than the first set of windows that were previously installed. The first round of windows had a light brown trim (cocoa) and this trim was a dark brown (bronze). I then got a call from the QC person stating that he would not be able to make it as he was hung up at his previous job but would call me back the next day. At this time, no one has ever called me back from the QC department despite multiple calls from me. I was hoping to bring the different trim colors to their attention and see what could be done. However, since no one called me back, I was able to get in touch with the installation manager (first time on July 25) and second time on July 26. He told me that Power now buys their windows from another company so the trim color is different. He said this should have been told to me during the purchasing process. I told him that at no time was it ever told to us. We told him we made it clear multiple times to the sales rep and the pre-installer that we wanted the same windows. We pointed them out to them as well. We said, we want the new ones to be like the old ones. No one said the trim was different. I opened a warranty case but they can't send someone to even look at the windows until Dec. The install manager tried to help but stated that there was nothing he could do. We just want our windows to match

  

  Business Response

  Date: 07/28/2022

  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 to you with regard to the concerns with the newest window project.  A service visit has been scheduled in order to meet with you on-site at the home to determine the best course of action moving forward to resolve any concerns related to either project.  We look forward to having everything resolved for you as quickly as possible.

  Thank you,

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

  Customer Answer

  Date: 08/05/2022

  [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:

  At no time has a Power representative actually called us back after being told many times that they would.  I have still not heard from anyone in the QC department to come look at the windows that were installed.  We reached out to the warranty department and they gave a date of December 6th to come look at the issue.  Is there no way that anyone can come to just look at the windows before then?  Also, no apology was made in regards to any of the sales people who failed to tell us that the window trim was a different color after repeated statements from us that we wanted everything the same.  I feel that if you actually reviewed our case personally that your response would have been different.  Power made a mistake and now I will have to wait until December where I will most likely be told that you won’t help unless I spend more money (because an installation manager already told me that). I go back to your Bill of Rights, I wish you would stand by them.
  

  Regards,

  ***********************

  

  Business Response

  Date: 08/08/2022

  Good morning,

  A representative from Power's Warranty Service department spoke to someone in the home today, Monday August 8th, with regard to the window project.  Power has agreed to re-do the trim on the exterior of three windows (the original project) so that the exterior trim of every window is the same.  Power was advised that you would then be painting the three window frames to match the rest.

  A representative has reached back out to schedule this service but was not able to reach anyone.  Please give Power's Warranty Service department a call back at the phone number below in order to schedule a service to have the exterior trim replaced.
  

  Thank you,

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

• Initial Complaint

  Date:07/26/2022

  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.

  The first time Power Home Remodeling came out the job was done real bad they had to strip it and have another installer coming in for the second time the second time the gutters are pitched wrong and they're just not up right and the drip edge is all been up from the first installer and other other things are wrong too too much to list. You can call me at ************ thank you very much

  

  Business Response

  Date: 07/26/2022

  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 with respect to the outstanding concerns with your recent project.  Power has agreed to reimburse you for the sum of money paid to repair a few small items after the siding installation and to pick up the leftover material that is still at the house.  Powers Warranty Service department is coordinating with the local install office in Detroit to arrange for a service visit to resolve the few remaining siding and roof concerns.  A representative will be back in touch with you within 24hrs to confirm this service visit.
  

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

  Customer Answer

  Date: 08/04/2022

  [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: They pick up extra material but they left the long box and 2x4 two of them. Im tried of what they do. Bad for my health. And Pete T****** said be in touch regarding next steps and never did.
  
  Regards,
  
  *************************
  

  

  Business Response

  Date: 08/06/2022

  Good morning,

  The leftover material has been picked up and removed from the property and the reimbursement for the few minor items outlined in your initial complaint has been agreed to.  Power is still waiting on photographs from you of the other concerns before moving forward with a scheduled repair.  This was how the conversation was left when Power reached out to you last.

  Please reach back out to Power's Warranty Service division with the requested information and Power would be happy to move forward with the necessary repairs accordingly.
  
  Thank you,
  
  Ryan F********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:07/26/2022

  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've spent three hours with their salesperson in my house who assured me in the process that Powerhome RG has sole responsibility and ownership of a job from start to finish, all the parts and materials are made for/from PowerHome RG only and are not taken from any outside manufacturing as they customize their parts to fit the quality they want to provide.We selected parts and materials and planned the project for outside remodeling of the entire house and setup a time for the project manager to come by and review the scope of work. I was also assured that until the job was finished to my satisfaction, I wouldn't be responsible for any payments. I had a great follow up meeting with the project manager and we setup a date/time for the project to occur (July 11th). On July 8th I received a call that the materials were not available, and the project had to be rescheduled. We rescheduled it for July 26, as we are trying to make sure the dumpster isn't sitting outside over a weekend or in general an extended period of time. On July 10th, their delivery driver was knocking on the door with the materials! I explained that they said they would be delayed and the project was moved, the driver went off to talk to his supervisor and never came back. July 25th rolled around and the dumpster was dropped off, but no materials were ever delivered! I had to spend an hour on hold with PowerHome to find out that "the crew will go pick up the materials first thing". What would have happened if i hadn't called!!? this company is NOT organized and clearly mis advertising about where the parts come from and the crews they work with. Today (the 26th) the crew is supposed to show up by 7am and I got a call that the crew has "truck issues" and won't be out UNTIL THURSDAY (if another excuse doesn't come up). No work has been done at this point and I told them to just cancel the project but was told I'd be required to complete the contract even though they are clearly not doing so.

  

  Business Response

  Date: 08/03/2022

  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 siding project for your home was commenced on 7/28/2022 and was completed on 7/30/2022.  We apologize for the confusion surrounding the availability of materials and the need to reschedule the start of the installation.  A copy of the completion certificate confirming the completion of the project and your satisfaction is attached.  Because the project has been completed and funding has been authorized by you, Power can not cancel the contract.
  

  Thank you,

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

• Initial Complaint

  Date:07/25/2022

  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 our roof done by Power last week on 7/15. The crew never showed up on day 1, so to make it up to us Power said they would give us a deal on the garage, which we couldn't afford to redo without a good discount. While Jake (the regional manager) took a look at our garage, he said "this is bad, this wood is all rotted and it's caving in, when it snows next, you'll probably have bigger issues because the rotted wood can't hold too much more". He said this was an emergency job and the loan/bank can be filed as an emergency to help us out on price. Of course, we don't want the roof to cave in, so we signed for them to do the work for $7,851. Originally they wanted to charge us $13,621. Jake said, "this job is going to be more expensive because ALL the wood needs to be replaced and wood is not cheap right now". The only reason we signed to have this job done is because we were told several times that it was so bad we were going to have it cave in. Today, 7/25/22, the crew showed up to do the job and we noticed they weren't replacing any of the wood. So I called Power to ask what was going on, because I don't want new shingles going on rotten wood. They called the job manager, John, and he came out to speak with me. He showed me that the existing wood was in great condition and didn't need to be replaced at all. He even showed me pictures of how good the wood was. So now, on the phone with Power, Mike said he sees pictures that Jake took, and the "wood looks great, he must have exaggerated about the issue". So he said we can refund you the 6 sheets of wood we charged you. I said no, that isn't enough, we were lied to and this isn't right. Mike then said, " what do you want, you go a great roof". Project number: **-***** Date: 7/25/2022 Price: $7, 851

  

  Business Response

  Date: 07/26/2022

  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 agreed to discount the project price $1,351.57 for the misunderstanding and subsequent inconvenience pertaining to the roofing project.  The final project price is a total of $6,500.  Copies of the signed project amendment and the signed completion form for the project are attached to this response.

  Thank you,

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

• Initial Complaint

  Date:07/25/2022

  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.

  When I purchased the windows from Power Home Remodeling, I was told over and over that the warranty would cover any glass breakage on my windows for as long as I owned my home. I asked specifically about the glass breaking and they were emphatic that glass breakage for any reason was covered by the warranty. Now that I have a broken window, I find out that is not covered. I am very disappointed in their sales team for blatantly lying to me about what was covered. Yes, this is a painful life lesson. 

  

  Business Response

  Date: 07/25/2022

  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.

  Unfortunately, accidental glass breakage is not covered by either *****'s window product warranty or Power's lifetime labor warranty.  Stress cracks and fractures are covered by *****'s window product warranty for the first 90 days.  The incident involving your new sliding glass door does not appear to be a stress crack or or tempered glass defect and is also outside of the 90-day coverage period.  Copies of both warranties are attached to this response for your records.

  If you wish to proceed with any potential repair or replacement of the effected panels please reach out to Power's Warranty Service department and a representative would be happy to assist you.

  Thank you,

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

  Customer Answer

  Date: 08/07/2022

  [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. 
  
  Regards,
  
  ***************************