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:04/18/2023

  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.

  In November of 2021 I contacted PHRG and advised them that a top sash window needed to be replaced in my family room. They advised me the window would take 3-4 months to replace. A representative came to my home on 1/15/22 to replace capping around my windows, inspected the window in the family room and advised me the "IGU inner glass unit" would need to be replaced instead because the manufacturer no longer made the sash installed in my home. I explained to him that I did not understand the change since many windows had recently been replaced. The representative called the office and changed the order from a sash replacement to an IGU install. I contacted PHRG's warranty office and was advised a sash replacement was still an option and would be ordered. On 9/27/22 representatives arrived to replace the IGU. I contacted PHRG and was told the new sash would be installed on 1/9/23. I called PHRG on 1/8/23 to confirm the new sash was in and that someone would be arriving the next day for the replacement and to replace capping on some windows. They reassured me I was on the schedule and their representative would be at my home the next day. On 1/9/23 a PHRG rep. arrived and stated he could complete the capping; however, the sash for my window had not arrived from the manufacturer. After speaking with the PHRG warranty office I was advised the replacement sash would be expedited and they would contact me about an install date once they received information from the manufacturer. I called on 4/17/23 and was told they were still waiting for the manufacture to send the sash. I contacted the manufacturer. They could not locate the order. I called PHRG again and was told the sash was never ordered and the representative would attempt to expedite the order and call me back with an install date. I am still waiting for a callback. It has been over 17 months and I still have not received a date as to when the window in my family room will be replaced.

  

  Business Response

  Date: 04/24/2023

  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.
  
  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 the orders 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 sashes 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 spring.  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: 04/29/2023

  [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 provided someone contacts me if the manufacturer can not deliver the sashes by the end of Spring. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:04/09/2023

  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.

  Bought windows fro this company. It has been slightly over one day since install. One window has a huge jagged semi circular crack the glass is broken and sharp. Another two are starting to crack. Also the screens (everyone of them? Do not come all the way down leading to gaps bugs can fly in/come in. And one window lock is busted (this I notified the BBB about the local power company but this is now a corporate complaint as well!!)

  

  Business Response

  Date: 04/13/2023

  Good morning,

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

  Power's local installation office in Boston is aware of the outstanding concerns with the recently completed window project and has already been in contact with you.  Power already has an order placed with it's window manufacturer for the replacement window parts and a service has been scheduled for 5/5/2023 to have those replaced.  Additionally, Power's Director of Installation Services in the Boston region has tried to reach you in an effort to schedule a time to be on-site to review any other outstanding concerns with the window project.  To date, Power has not received responses from you to those voicemails.  If you wish to have a Power representative on-site to review any concerns you might have with the window project please return those messages and Power would be happy to assist you.
  

  Thank you,

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

  Customer Answer

  Date: 05/30/2023

  Saw one product in sales pitch we agreed to was told it was a ***** power ******** window. Shown two panes of glass imbedded in steel reinforced vinyl frame, seamless corners, sloped exterior ledge to allow rain run off, screens fit to base, well insulated (heat test performed glass and frame stayed cool to touch). High quality window we agreed to purchase 9 and a door. Contract written for door with glass panels but we later changed mind to door with two panel plain steel. Price never adjusted on contract. Told it would be. $5-6000 vs $3000. Windows installed 4/7 pressures to sign off before job done QI manager had to leave around 4-410p. Worked never done ran out of caulk, lock broken they could not fix (sealant used), weather stripping missing. Said they’d tell QI manager. 4/8 am noticed crack glass panes, inspected all windows-noticed C at that time these did not have features of the sales pitch model. These are cut glass fit into a vinyl frame and the glass is shimmed then covered with weather stripping. Weather stripping is falling off and we saw these are not what we agreed to, these are subpar quality windows. Caulking falling Out of windows, leaking, drafty, frames and glass get extremely hot or cold to touch, latches hard to open-pop up and out when used. Some windows to loose fall out into hands, some too tight hard to open. Majority unlevel with gaps at the base screens do not sit flush to the bar allowing bugs in. Windows diagonally installed seen outside by side of windows vinyl approx 1.5 inch tapering to .25 inch at base. Caulking around windows sloppy poorly done. Awful product and very poor installation.

  Rescind/end contract ; Come get your windows when we hire another company to remove them

  

  Business Response

  Date: 05/30/2023

  Good morning,

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

  Power's local installation office in
  Boston is aware of the outstanding concerns with the recently completed
  window project and has already been in contact with you.  Power already
  has an order placed with it's window manufacturer for the replacement
  window parts and the replacement sashes to replace the damaged glass are scheduled to arrive shortly.  Additionally, Power's Director of Installation Services in
  the Boston region has tried to reach you in an effort to schedule a time
  to be on-site to review any other outstanding concerns with the window
  project.  To date, Power has not received responses from you to those
  voicemails.  A Power Installation Manager was on-site on 5/13/2023 to review your concerns and the windows are installed correctly and are the correct windows per the sales agreement.  Power sells and installs and services one kind of window in the Boston area and this is what was installed in your home.

  A Power representative will be in contact with you as soon as the replacement window sashes are delivered and inspected and a service will be scheduled to rectify the remaining outstanding concerns with the window project.  Power has already supplied and installed the window project as agreed upon, Power will not be canceling the contract.
  
  Thank you,
  **** *******
  Warranty Service Director
  O: ************ x*
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2020 Power Home installed siding to our home which included a lifetime warranty. On February 7, 2023 we called the warranty department to report damage to the siding due a storm that occurred a few days earlier. Upon speaking to their representative (******/*****) and explaining the damages, I was informed that someone would be sent out on March 21, 2023 to replace the siding. I asked if she needed photos and she said it was not necessary. I asked if there were any earlier appointments as the exposure surface could be damage more if it rained or snowed. She said it would be okay because of the insulation they used. We waited almost six weeks for March 21, 2023. They did not call us prior to that date to confirm the appointment nor did they send someone to assess the damage. The morning of March 21 a workman from Power called me to ask if the siding was salvageable. I informed him that I wouldn’t know that as it is not my area of expertise. He then stated he would get the supplies and be at my home soon. The workman arrived around 11am and had no materials, he stated he ordered it then and it would be ready within a week. He also stated that he was sent to patch the siding. He left and the broken siding is still hanging from the house. Two days later on March 23, 2023 we again reached out to Power and all they had were more apologies, but no one reached out to see if the work was completed. Again they said they would call back in two day to let us know when a workman would be coming. Today March 30, 2023 my husband called and was now told that the workman would be coming on April 24,2023. This is unacceptable behavior/service on a contractor. We invested a lot in replacing our siding, was told we had a lifetime warranty and we have not received the courtesy of proper communication or service. Thank you for your assistance in helping to resolve this issue.

  

  Business Response

  Date: 04/12/2023

  Good morning,

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

  Power representatives have spoken with you in regard to the outstanding concerns with the siding project completed at your home and a Power Installation Manager is scheduled to be on-site on 4/24/2023 to make the necessary repairs.  We look forward to having everything resolved for you then.

  Thank you,

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

• Initial Complaint

  Date:03/25/2023

  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 contract for the solar panels was signed with Power HRG on 9/07/2021 so 1 year and 7 months ago.The project managers keep dropping the project every step of the way until I submit a complaint with BBB. Then some progress is usually will be made. The **** sent the project managers a list of issues they need to resolve before getting an approval from **** and getting the meter unlocked. This communication was sent to *****************, *************************** and *************************** on January 23rd. Even after 2 months later, the project managers failed to address these issues and re-submit the request to **** for re-inspection. I sent email to the project managers on Monday 03/27 and after chasing through the Customer compliant department, I finally got a response from *************************** on Monday 03/30 which basically read "I have no idea what is happening with your project because **** is on vacation but we are just going to blame the ****. thanks bye"

  

  Business Response

  Date: 03/29/2023

  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 was scheduled to be on-site to address the Solar issues on 3/13, however there is a lock-out on the electrical box installed by your utility company ***** that Power is unable to lock or unlock.  Power has been reaching out to ***** to get the box unlocked so Power can complete the project however we have been unsuccessful to this point.  At this time, a Power representative has been in contact with you and is scheduled to return to the home on 4/4/2023 in an effort to move the project forward towards completion.  We look forward to having everything resolved for you as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 04/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the company doesn't action on my project unless there is BBB complaint open. I need to know 1) the next steps and how the firm is planning on getting in touch with **** and move this project along. I need more than "we reached out to **** but were unable to reach them." I need an action plan. Also, I need an explanation on why all other solar companies can easily reach **** and complete the solar project within 6 months but Power can't reach the **** for the past 1 year and 7 months. 
  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/20/2023

  Good morning,

  A Power representative was on-site on 4/5 to address the concerns with the solar project.  Power continues to reach out to ***** to have the lock on the meter removed but has still not received any kind of response.  Power continues to work towards a resolution to that end with *****.  Furthermore, A ***** Application for your project has been submitted.  There is generally a long turnaround for this.  Once certification is issued you will receive an automated email from program processing that includes instructions on signing up with GATs in order to collect SRECs.  SRECs are credited from the day the system is turned on and are backdated to be paid in full.

  Thank you,

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

  Customer Answer

  Date: 05/11/2023

  [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: please see attached. ************************* and I had a disagreement over my system size and solar energy clipping issue. He refused to hear me out and instead pushed his own "I know better. I'm the expert" demagogue. When I told him that I will be filing a complaint, he threatened me saying that the company will allow the current financing terms for my project expire if I decide to go that route and that I will be subject to higher interest rates than what is currently on my financing agreement. If the company believes that the system size is correct and the energy clipping is all justified, why is the company afraid that I will raise a complaint for someone to look into this issue closer? Why is the company threatening me?
  

  Additionally, even though I asked someone from the finance department to reach out to me to answer questions on the financing terms on May 4th, I received a call late in the evening from someone at extension **** on May 9 (5 days later). I returned his call the next morning but nobody has gotten back to me as of May 11. 

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

  

  Business Response

  Date: 06/21/2023

  Good morning,

  Representatives from Power's Consumer Finance division have been in contact with you on multiple occasions, including recent conversations via telephone and/or e-mail on 5/12/2023, 5/16/2023, 5/18/2023, 5/31/2023, and 6/12/2023.  Power's Consumer Finance division is aware of the concerns and requests you have made and is working to provide the information to you.  

  Thank you,

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

  Customer Answer

  Date: 07/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I'm attaching the latest **** bills. Can the business explain why I'm producing in excess of 800-1000 kwh of energy every month if my solar system array has been properly calibrated to my need and that I don't have too many solar panels installed. 
  
  Regards,
  
  ***********************************
  

  

  Business Response

  Date: 07/20/2023

  Good morning,

  The performance of the Solar System is subject to many factors which are beyond the control of Power including, but not limited to, overall needs, conservation, weather, season, maintenance and condition of the system, and/or efficiency of your and use of electric appliances.  Any representations regarding the performance, energy production, or utility savings which have been made prior to the installation of your project are estimates only. 

  One month of energy consumption or production data is insufficient when determining the overall effectiveness of the solar system.  The net benefit can not be determined in a time frame so small.  Only over the course of an entire year, through the various seasons, weather changes, varying energy demands, etc will you be able to discern the net benefit of the system when compared to the previous years energy consumption.

  Thank you,

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

• Initial Complaint

  Date:03/10/2023

  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.

  Windows installed in 2021. Defect uncovered a Nov 2021 where outside winder shattered. Requested replacement. Power stated replacement ordered 12/2021. I have called numerous times to get status on replacement. Now over a year later, no replacement.

  

  Business Response

  Date: 03/13/2023

  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 the order 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 order is scheduled to be delivered to our local office in Atlanta later this spring.  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:02/20/2023

  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 came to our door in April of 2022 and offered to give us a quote on insulation for our attic. A woman named **** came by, inspected my house and quoted us $6,000 on special insulation for our attic, stating that this insulation would lower the temperature in our upstairs rooms by 10 degrees, We went ahead and hired them for the project. June/July of 2022 they installed the insulation and the inspector came by to check the work. She noted that we were going to feel such a difference and the insulation would work wonderfully with our soffit vents.... we don't have soffit vents. She walked around our house and quoted us over $10,000 to install soffit vents and get new gutters and facia, as they do not install soffit vents without replacing the gutters and facia, because then they can't guarantee their work. I politely declined and she told us we are going to have to get the soffit vents or our roof is going to cook like bacon. We had just installed new gutters and fixed our facia. Well we are now more than half a year in, I am going to have hire a roofing company to fix what they did, and when I called and spoke to someone, they told me there was nothing they can do, but the would let their sales people know. I believe we were misled and they tried to trick us into spending more. Knowing full well we needed soffit vents.

  

  Business Response

  Date: 02/27/2023

  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 project Power completed in your home was to provide and install a radiant barrier in the attic of the home.  There are three types of heat flow, conductive, convective and radiation, that can cause an attic to become hot in the summer or lose heat in the winter, making it more difficult and expensive to regulate the temperature of your home.  While traditional blown-in attic insulation is good at preventing conductive and convective heat, the radiant barrier is designed to reflect radiant heat.  Power's radiant barrier reflects the radiant heat from the sun, a main source of energy waste in the home, ensuring that your attic is as energy efficient as possible and preventing you from losing air conditioned and heated air from the home.  The system does not provide any ventilation in the attic and is not sold as such.  Whether the homes attic is already ventilated or if you chose to ventilate the attic at a later date, the ventilation system is independent of the attic insulation project and does not effect the performance of the radiant barrier in any way.

  Thank you,

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

  Customer Answer

  Date: 03/14/2023

  [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:

  Regardless of what your business practices may state, in the real world, it is fraud. Your sales person did not state these facts to us when selling the product, and when your "supervisor" came to inspect, tried to sell us a ventilation system for over $10,000 and also told us if we did not get the proper ventilation, that our roof would cook. I find it very suspicious that the original sales person did not catch this and state the issues before. You know very well how these systems work, and we were lied to, we are not construction contractors and are not aware of building codes, that is something that your company and sales people need to notify your potential clients of. I have family in the construction business in Colorado, and they even said your business practices are not appropriate. I have already posted two reviews on ******** and one on ****, it seems we are getting many responses and reviews about your business in my neighborhood. The sales person did not state the importance of a vented attic in order to work with the insulation, and your "supervisor" quoted us a ridiculous amount for ventilation and soffit vents.  We have since had two roofing companies for a quote, and both were under $2,000, to your $10,000 after 3 hours of your supervisor knocking the price down. Your product is a lie, when not sold honestly and with full disclosure. We were not notified of ventilation and soffit vents until the "supervisor" notified us. That is fraud. Clear and simple. I will do all I can to warn my neighbors of your business practices. Your clients deserve to know the truth. Apparently your sales people have already been turned away in our neighborhood this week.                                                                                                   
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/13/2023

  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 ordered an door to my home in October 4th 2022 the company installed it 1/23/23 and it was the wrong door I reached out to them my husband signed for the door and when I was able to see it I was upset because that wasn’t the 1 I ordered they said we signed for it because I thought the paperwork was correct it costed a lot of money the salesman sold me on buying it for safety so I decided to go ahead and sign so i told him let me take a picture of that door because you’re gonna take a long time to install it so I need to remember it so I took 2 pictures 1 of the door and 1 of the door with the order number on it I’m very frustrated because I didn’t pick that door and I feel it’s unsafe for me where I live I would have never chosen that door not only that the lock has a defect and the shutters they promised to go with it was the wrong ones also and it’s overpriced but my frustration is the wrong door and they can’t take responsibility for the salesperson writing the wrong order number that door cost almost 7000 dollars and I have to pay that much money for someone else mistake.I would like to have the door I ordered but to pay all that money for something I didn’t purchase I’m upset they said send me a picture of the door I ordered with the time date and order number I’m going to try and resolve this issue they called me the next week and said I have the new lock for your door but I didn’t except it because I’m not keeping the door I made the decision in trusting this company with my safety and they failed me giving me a full glass entry door that’s not except able

  

  Business Response

  Date: 02/13/2023

  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 are three signed documents that Power received from you, one the night you agreed to enter into a contract with Power for the replacement door and two from later dates.  The first, the signed project specifications portion of your contract, clearly indicates the door will have a full view insulated glass unit installed.  A signed project amendment from a later date and the signed Prepare Your Home form, filled out and presented to you in person 3 days after the agreement was signed, also indicate that the door you were purchasing and the door Power would ultimately provide was to have full view glass.  Power's Remodeling Consultant worked up more than one price estimate for projects of different scopes the night you agreed to purchase a door and it is unclear which estimate the photograph you provided is from, however all of the final agreements between you and Power indicate that the door you were agreeing to purchase is the one that was provided.

  Power's local installation office in New Jersey has spoken to you several times about the matter and has offered different options to you should you decide you do not want to keep the door that was installed.  However, Power will not be replacing the door for free, for the door installed is the correct door.

  Thank you,

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

  Customer Answer

  Date: 03/20/2023

  yes I have read the signed documents from power I didn’t ask for a free door but I’d like the 1 I expected to receive and chose to spend almost 7000 for the salesman wrote up the wrong door and order number I’ve taken pictures of the one I’m supposed to get I sent them to power with the the time on it the date and order number it’s not my job to know what’s a full view door is and what they call it all I knew was that I was getting a safe and beautiful door and being that installation was so far away I took a picture of the door and order number to remind me of the beautiful door I was spending so much money on the style of the door wasn’t what I expected to be paying for how would I know what they called a full view door because that’s is not the one I picked for other safety reasons I have spoken to power several times about this situation salesman wrote up the wrong contract they sent out shutters to go with the door that was the wrong size because it’s not the right door and and they did agree to change the lock because that lock is not operating properly I would like the door I’m supposed to be paying for along with the write size shutters and lock that’s operating properly I wouldn’t have took several pictures of the door if it wasn’t the one I was looking forward to thank you.

  

  Business Response

  Date: 03/20/2023

  Good morning,

  When Power's Remodeling Consultant was in the home with you on 10/4/2022 to draw up the contract for the new project, there were 5 different estimates for 5 different scopes of work drawn up and assessed before you and Power entered into an agreement on the 6th.  There may have been multiple iterations of door styles and options reviewed prior to reaching an agreement on the project and it seems you may have photos of what some of those different door styles and options might have been.  However, the door that was manufactured, supplied and installed in your home is the door that you signed for on the sales agreement and project specifications that make up the contract and it is the door that you signed for on subsequent door specifications documents presented you at different times by Power.  Several of these signed documents have been furnished as attachments to the responses to this complaint for your review.  Power has provided and installed the correct door based on all of the documentation that you have reviewed and signed leading up to the date of installation.

  Power is happy to facilitate any changes to the door that you may wish to make, however at this point those changes would not be considered repairs or replacements covered under any kind of warranty you have with Power.  If you wish to get a price for the work you desire, please reach out to Power Home Remodeling directly and a representative will be happy to assist you.

  Thank you,

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

• Initial Complaint

  Date:02/10/2023

  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 1/26/2023 Power Home Remodeling came out and replaced the gutters on my home and knocked out half of the power, after touching a power line on the roof as they were removing siding. For the past two weeks, my family has had no hot water, heat, oven, microwave, or electric in half the house. They are refusing to pay or fix the issue that they caused, and are trying to put the blame on us. This is illegal and highly unethical as a company.

  

  Business Response

  Date: 02/10/2023

  Good morning,

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

  A Power Project Production Manager has been on-site to review your concerns with the trim work and the electrical problems.  After consulting with a licensed electrician, while on-site with you at the home, it was determined that the main power line into the meter box is severely compromised and that the replacement meter was not done to code.  These are both pre-existing conditions that Power did not create nor exacerbate during the installation of your new trim and gutters.  Power's installation team would have been working in this general area for a portion of the installation, however never the main power line or the meter box needed to be moved to complete the work and both remain in the location and condition that they were prior to the installation.  The majority of the insulation that should be around the main power cable is gone and there are several areas where the power cable is exposed which is a very dangerous situation.  Unfortunately, Power is not licensed to do electrical work and you would have to contact a local electrician to have the main line replaced and the new meter box brought to code.

  Thank you,

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

  Customer Answer

  Date: 03/11/2023

  [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: Power sent 3 different people out to my home prior to any work being done. They inspected my entire exterior  in order to quote what the job entailed. Not only did they agree to do the job, not once was it mentioned that we had any meter box or main cable that was not up to code etc. 

  Also Power mentioned not touching or moving the main cable line, which is absolutely false. The part of the siding that was being replaced was directly under the line. This was examined and verified by ***** that same evening after they departed in a haste. Power unclamped the main line, put up new vinyl siding on the fascia board and then while reclamping the main line back to the house they caused an electrical outage. Only after we brought this to their attention did they choose to indicate some sort of problem. This outage that lasted my family 5 weeks without heat, hot water, use major appliances to cook food and all other food to go bad due no power for the fridge and freezer.

   This experience was completely devastating, and I can't believe it had to go this far! I am one last step from seeking legal action for this horrible misconduct.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 04/20/2023

  Good morning,

  The information provided came directly from an independent 3rd party electrician.  There is no possibility that over the course of a normal gutter and trim installation that electrical cabling that was in otherwise good condition could have ended up in it's present condition.  Power is not licensed to perform electrical work in any state that Power does business and Power is not liable for the pre-existing condition of the power cable.  If the condition of the electrical cable on the home is of concern, please reach out to a qualified, licensed electrician to have the necessary work completed.  Power will not be providing any financial restitution for the work required as it is part of normal maintenance of the home.

  Thank you,

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

• Initial Complaint

  Date:02/08/2023

  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 paid for a full house window replacement project with this company, whom made it very clear they were a family run business whom stood by their product's and ensured total customer satisfaction. Within the first year our large front window failed and we placed a warranty claim for replacement in spring of 2021. We were told it would be the same 12 to 15 weeks we originally waited because it was special order. Expectation was we would have it replaced fall time. We experienced issues with other windows leaking in rain storms (attached) as installers didn't seal windows correctly when installing them. Fall of 2021 and winter of 2021 came and went with window above not being replaced. During the winter of 2021 we had 2 more windows fail on the same level as the first. When we called to ask when the 1st window would be installed we informed them 2 more had failed. We were told they knew of the issue, that there was a batch of these special order windows mfg incorrectly. Now needing 3 windows we were told the 1st window still hadn't been mfg (now a yr later) and we would have to wait for the 2nd and 3rd windows to be made now! We were contacted in fall of 2022 letting us know window 1 was finally in, but since we had windows 2 and 3 coming we should schedule an install in spring of 23 so all 3 could be done at the same time, now scheduled for March 23.Today we called the company to let them know that 2 more windows, now a total of 5 had failed! The response was well that will be another 12-18mos wait to replace them. And they also now said windows 2 and 3 have not come in and only window 1 will be installed in March. I have paid tens of thousands of dollars for bad windows, and the company has not replaced anything in 3 years of issues! The will not provide a direct phone number or extention,  only someone will call you back. The only response is "we are waiting on our mfg" and " there is no scheduled date for your windows, they just take 12-18mos for us to get them here." Terrible products and terrible customer experience! Every neighborhood chat, social media outlet, and place I can tell this story I will.

  

  Business Response

  Date: 02/08/2023

  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 two of the orders 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 sashes 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, one window sash has been completed and delivered and Power is scheduled to return to the home and replace it on 3/7/2023.  The remaining two orders are scheduled to be delivered to our local office in Chicago later this spring and later this year.  As soon as your orders are 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,
  
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:02/07/2023

  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 windows installed in our home from this company February 2021 They then had to return and replace every single window and the slider door because they were all defective. There are two matching front windows They never put a molding on one of the windows. On this date that window is still missing a Molding I have called numerous times there is a record of every time I called in their company. they sent somebody out to my house in April then again in August again last Friday each time a new person comes. They have no idea why they’re coming to the house and they tell me they don’t have the product for the window when they leave, they spend several minutes in their truck on the phone with someone from the company they come inside and tell us that they have ordered the part and will be back to install it. The book is out months when the date come it’s always a new person that comes still does not have the part and has no idea why they are here. I also have a garden window that was installed with the wrong glass. The glass fell and shattered. It has been over a year. They have not been able to order a new glass every time they come for service they do not have the glass and say they have no record of anyone ordering the glass one time one of the service men actually wrote down all my contact information and said that somebody was going to be mailing me the glass. Months later, when the next service man came he said he’s never in his life. Heard of anyone mailing any product from power home remodeling. I have called numerous times and asked to speak to a supervisor or manager. The company tells me they are not allowed to contact supervisors or managers. The only thing they can do is send an email and someone will call me with 24 to 48 hours three times I have asked them to put an email for someone to call me. Nobody has ever called me since install day 2021. Last Friday a service man came again had no idea why he was here. Did not have glass for my window or molding for my front window , he again went in his truck for several minutes came back and said he ordered all the parts and will be back today Tuesday Feb 7, 2023 Nobody showed up today or called. I called the company again the woman I spoke to said the service man that was supposed to come his name is Chris canceled but did not tell her why he canceled and does not know when he is coming back again. I asked to speak to a supervisor and was told no one is allowed to contact supervisors. It is now 2023 my window install from 2021 is not complete and I cannot get anyone to give me an answer on whether they are able to even order a glass for my very expensive garden window that is under warranty and nobody will tell me why they don’t have a molding for my front window to match the window right next to it . At this point, I’m not sure what I am supposed to do. I’m looking for any information on how to contact a supervisor who could order the correct parts I need for my home or if anyone at the Better Business Bureau is able to contact anyone directly in the company and help me , I have called numerous times I have reached out by email and on social media they do not respond to anything but they delete my comments on their ******** page when I ask for someone to contact me. When I called the service number, the only thing they ever do is schedule me a service date months out and when the service man comes, it’s the same story over and over. He doesn’t know why he’s here. He says he’s ordering the parts, but the parts never come and install never happens months later I called back, and they do the same thing again. *****************************

  

  Business Response

  Date: 02/09/2023

  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 2/3/2023 to address the concerns with the window that does not look like the adjacent windows.  It was at this time that measurements were taken in an effort to correctly order the garden bay window shelf that still needs to be replaced.  A subsequent visit for 2/7/2023 was canceled due to all of the information being obtained a few days prior during the 2/3/2023 visit.  Power representatives placed orders for all of the necessary parts in accordance with the 2/3/2023 visit and a follow-up service was scheduled for 3/6/2023.  This date did not work with your schedule, therefore Power coordinated a rescheduled date for your follow-up with you for 4/13/2023.

  We look forward to having everything resolved for you then.

  Thank you,

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