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

  7701 Metropolis Dr Bldg 12 Austin, TX 78744-3125

  
• 

  Power Home Remodeling Group, Inc.

  1660 Walt Whitman Rd Suite 140 Melville, NY 11747-4159

  
• 

  Power Home Remodeling Group, LLC

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

  
• 

  Power Home Remodeling

  8240 S Hardy Dr Tempe, AZ 85284

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/03/2022

  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 am seeking $ To hire a reputable company of my chosing to repair and replace any and all problems and damages properly. PHR has fallen short twice and this has been going on since mid May, shoddy work to start, they severed electrical wires in my walls, no response to multiple calls and texts to repair initial work, cancelled appts to do the repairs, 2 hours late when they finally showed Aug 26, supposed to return wed Sept 1, no calls or texts, even after I sent them pictures the following morning where the work they did the prior day is off my house again when they said they "glued" it up and it NEVER would come down... And laughed... They didn't finish all the original problems because they didn't bring enough products or the right products, and have yet to respond to my calls. I have been dealing with the company for lack of contact via email, text, and phone for 5 months. I have siding falling off and open holes everywhere that can allow insects, bees, and water behind my siding and cause damage. The contract states no monies due until I'm satisfied but at this point I don't trust them to ever finish the job properly. My home is 22 yrs old and the new siding was for curb appeal more than anything, now my home looks worse! I don't feel i should pay them anything at this point let alone allow them another chance especially with winter company. It only allows my heat and electricity bills to go up do to lack of insulation and protection.

  

  Business Response

  Date: 09/14/2022

  Good morning,

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

  A Power Installation Manager was on-site on 8/30/2022 to begin the necessary repairs to the siding project.  On that date, it was acknowledged that not all of the repairs could be completed and that a follow up service visit would need to be scheduled for Power's installation team to return.  Power's local installation office in Detroit had reached out on 9/7/2022 and 9/9/2022, speaking to you on 9/9/2022 with respect to the remaining concerns and a Power installation team is currently on-site today, 9/14/2022 to make the remaining necessary repairs.
  As Power has continued to service the project and make any necessary repairs, no refund will be provided.
  Thank you,
  Ryan F*********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 09/22/2022

  [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:
  Because they were not on site on 9-14, and on 9-7 PHR(steven) called my phone and left a message at 12:22pm.  I returned the call approx an hour later as I was working and talked with a gentleman that said Steven was on the other line and would call back.  They wanted to come out on 9-12 Mon which was not feasible for me and I informed this gentleman of that and said Steven w2ould call back.  He never did.  On 9-9 PHR, Shaun, called my home and aske if there was any way a service person from their company could come out as he had "free time" and "button up" my home.  I informed them there ws no way until after 1-1:30 pm and he said that was fine.  I asked Shaun if this person would have proper materials to do the work and tools and he said yes he was well aware.  Someone came by my home around 12:30 and dropped an extension ladder in the middle of my 3rd drive and left.  Never came to the door or left notice I assumed it was the PHR service man.  My husband was home.  When he went outside to see where they were, they were gone.  Just the ladder remained.  No one ever showed back up.  Not sure what they were saying when they said someone was at my home on the 14th as that was totally not true.  We have an appt supposedly scheduled for tomorrow the 23rd and since the last time someone was here when they Construction adhesive glued, and drywall screwed my siding into my home, a large section of siding has fallen off my home and into my floral garden. picture included.  This company has done nothing they said they would, they have had nothing but shoddy service workers show up, and the service men (Justin & some guy)have no experience in siding to do the job appropriately.  The last ones that came did not have the right product nor enough to do the job, then they said they would be back the following week and never returned.  Not to mention the morning after they were here there craftmanship of siding work was laying on the ground. I wand this off my house at this point and either they re do the whole thing correctly with a company i choose or pay me to have someone do it.  My home is an embarrassment and blight on the neighborhood.  Not to mention with the colder temperatures and negative winter my home has no insulation any longer and is liable to have interior damages starting to occur.
  

  Regards,  

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

  

  Business Response

  Date: 10/26/2022

  Good morning,

  The siding project at your home was completed on Monday 10/24/2022 and Power's Regional VP out of your local office in Detroit is scheduled to meet you on-site on Friday 10/29/2022 to review the project and confirm all of the outstanding concerns have been rectified.
  

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

• Initial Complaint

  Date:09/02/2022

  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 does not commit to their appointed time and day to come and install my window. 5 times they no showed without calling me. I've wasted days of my summer at home expecting their crew to come to my house, and I've had to call in everytime for a new excuse why they didn't come. Project managers never know where crews are and never call back within an hour of my initial call to update me if a crew is still coming or not. I have to continuously call back in time and time again to figure out what's happening. Get your act together. Just bring me my window and I will have a competent installer put your faulty windows in. Still waiting for repairs on my other brand new windows to be done. Frames that are loose in shashes when locked, screens that don't lock in place and expose weeping holes for bugs to come in, loose locks, overfilled adhesive between frame and glass that leaves gaps, filthy windows after install, and debrie left all over my yard and back patio. Do yourself a favor and look at a **** local company. Power is too big of a company with too many people to be able to handle your project personally, especially when something goes wrong. Even after speaking to the director of instalation, promises are broken and problems are ignored.

  

  Business Response

  Date: 09/13/2022

  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's Director of Installations in your local office in Philadelphia has been in contact with you and a Power Project Production Manager was on-site on 9/12/2022 to address the remaining concerns with the window project.  The local office will be in contact with you to schedule the repairs outlined on that 9/12 visit and to install the remaining window on the project.  We appreciate your patience and look forward to having the window project completed for you as soon as possible.
  
  Thank you,
  
  Ryan F********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 11/28/2022

  It is true that the Director of Installations did come to personally conduct the repairs on 10/14. We had to push for all repairs to be completed, as he did not have the full list that we have repeatedly provided Power on phone calls and from visits from Project Managers who came illprepared to conduct any repairs, most of which were simple and quick for the Director of Installations to perform.
  
  In a previous email with a project manager. I was told that 2 screens, 1 sash, and 1 frame were coming to my home to be replaced. On 10/14, there was initially only 1 screen that was brought and replaced. A sash was also brought into my home, but the Director said it was for a different job. I had to press him if he was certain, and upon inspection, it was the sash for the bathroom window that I was previous told would be replaced. I asked about the second screen and frame that was told to me from the previous project manager email, and there was no information that could be provided. Upon further emails or calls to Power after 10/14, these questions have been plain out ignored by Power for clarification of where these items are or what windows they were meant for. 
  
  The need for Power to have sent three separate visits before 10/14 and all information that was written down and taken pictures of seems to be mostly meaningless since each visit I would have to go back over every detail plus any new issues that occur on the windows. 
  
  As for the last window being on hand at the time, this is incorrect. There had been numerous conversations that the last window was to be cancelled since the middle of August after numerous no show/no call appointments. The breach of contract for missing the installation dates numerous times validated our cause to cancel this window. In addition, the lack of confidence that the last window would be installed without flaws and again needing months of trying to get any additional repairs made if any came about. 
  
  The Director of Installations told us in September that he would be sending us a new invoice to represent the removal of the last window. This was never acted upon until his visit on 10/14. He told us he had an associate in another truck bringing the window after he conducted all repairs. We reminded him again on this visit that the conversation about the cancelled window had already occurred numerous time with him personally and there was absolutely no reason for him to be discussing this last window at this visit. 
  
  It was now at this 10/14 that he presented the new invoice with the last window alone removed. I am not sure what discounts you are referring to that were in addition applied. We also had a conversation about what the actual prices for what each window is, to be sure that the proper amount was removed from the invoice. We were informed that itemized invoices are an impossibility for Power to provide. So there is no confirmation that the full price of the last window was taken off. No evidence of any discounts applied. If you can provide an itemized list of the Attic Insullation, the 3 windows there were installed, the discounts that were discussed with the sales representative on November 29th 2021 (A down payment discount and separate discount for a survey/pictures of work performed) we would be able to put this matter to a close.
  
  We did ask about any discounts that would be applied for the wasted time through the Summer months from the no call/no show appointments. We did ask about any discounts that would be applied due to Power's installation team stepping through our garden and causing damage. We did ask about any discounts for the clean up we had to personally perform around the inside and outside of our house from the window installation team. We were told that none were available. We asked to be able to talk to a billing department before paying in full because of these issues. The Director of Installation said that would not be done and he had to collect payment on 10/14. It was not appreciated that we were not allowed to talk to a billing department before being told to make a final payment. 
  
  The last matter that has been an ongoing discusses that has been ignored by Power is the Quality Assurance meeting now that all aspects of the job have been performed. The Director of Installation said on 10/14 that he would schedule that appointment for us, but has never responded to when this could occur. We have called in ourselves to schedule this appointment, and every time told we would recieve a call back for this to occur. Call backs from Power never occur for this matter as well. 
  
  Thank you 
  ****** ******* 

  

  Business Response

  Date: 11/28/2022

  Good morning,

  A follow up service to resolve the outstanding concerns with the window project was performed on 11/10/2022.  It was at this time that *** ******* signed off indicating the project has been completed and all outstanding service concerns have been resolved.

  The billing department does not handle project pricing, nor does it offer project discounts, and the project has been priced correctly.  Any discounts already applied are the extent to which Power will reduce the project price.  The current project price is final.

  Thank you,

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

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company used sub par materials - not what we were contracted for. Windows were to be replaced. Measurements were incorrectly taken, wood was splintered, caulk was used incorrectly. The windows that were able to be placed were not placed correctly and now no shades can be hung in the windows. Need the company to come out in a timely manner (not three weeks from now) and fix existing issues ASAP

  

  Business Response

  Date: 09/14/2022

  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 five remaining windows that could not be installed have been re-ordered.  A Power representative has been in contact with you and the remaining windows are scheduled to be installed on 9/26/2022.  The remaining concerns with the finish work will be addressed at that time.  The windows and all of the materials provided have been provided in accordance with the written and signed sales agreement.  It was identified at the pre-installation inspection on 8/4/2022 that the existing blinds would not be able to be re-installed in their current openings due to the width of the replacement windows being installed.  The blinds not fitting in the window openings is not an indication of the windows being installed incorrectly.

  We look forward to having the window project completed for you on 9/26/2022.

  Thank you,

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

  Customer Answer

  Date: 09/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the windows were not installed to homeowners specifications.  The windows were not installed in the same place as the previous windows.  Homeowners were not told that the windows would be installed in a different place.  Workman ship is of poor quality and wood is damaged in some areas (spauld/chipped/split).  The mitre cuts are not installed tightly, leaving an unacceptable gap.  There are also finishing nails sticking out of the window casing.  Homeowners tried to resolve the issue with the subcontractor on sight, in good faith, and the subcontractor refused to acknowledge the homeowners concerns and requests.  We are trying to resolve the issue in good faith and that Power will provide the quality of work that was paid for.  I feel that Power may be trying to take advantage because the work is being completed for seniors.  
  
  Workers were on sight for 12 hours and we feel that this may have lead to poor craftsmanship because they were fatigued. They were present from 7:30 am until 7:15 pm
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/26/2022

  Good morning,

  The windows are set in the opening in the same place as the original window, however the window frames are wider than most traditional window frames due such energy efficient features as foam filled frames, steel reinforced meeting rails, and double pane insulated glass units.  Because the window frames are wider, they take up more space in the drywall pocket than inefficient windows and therefore can leave less room for blinds or other items that may have been previously set in the window opening.  This is not an installation error and was reviewed at the pre-install inspection.
  
  The window installation was completed on 9/26/2022, no additional issues were reported and the project was paid for in full by the homeowner.  If there are any additional concerns please feel free to reach out to Power's Warranty Service department directly at the phone number below.

  Thank you,

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

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/01/2022

  Good morning,

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

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

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

  Thank you,

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

  Customer Answer

  Date: 09/19/2022

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

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

  

  Business Response

  Date: 10/21/2022

  Good morning,

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

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

  Thank you,

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

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/01/2022

  Good morning,

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

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

  Thank you,

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

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/01/2022

  Good morning,

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

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

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

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/01/2022

  Good morning,

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

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

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

  Thank you,

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

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/01/2022

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

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/01/2022

  Good morning,

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

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

  We look forward to having everything resolved for you then.

  Thank you,

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

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/02/2022

  Good morning,

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

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

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

  Thank you,

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

  Customer Answer

  Date: 11/11/2022

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

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

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

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

  

  Business Response

  Date: 11/16/2022

  Good morning,

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

  Thank you,

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