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 Group, LLC

  747 N Shepherd Dr Ste 800 Houston, TX 77007-1336

  
• 

  Power Home Remodeling, LLC

  7304 S Joliet St Ste 100 Centennial, CO 80112-4578

  
• 

  Power Home Remodeling

  8240 S Hardy Dr Tempe, AZ 85284

  
• 

  Power Home Remodeling Group, LLC

  1325 Cherrington Pkwy Suite 300 Coraopolis, PA 15108

  

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

• Initial Complaint

  Date:08/02/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Power Home Remodeling to replace the roof on my house and shed on July 19, 2022 for a price of $22,580.41. The sales person (Miguel P) included notes and discussed addition plywood needed to include the shed in the project per homeowners requirements for buildings to look the same. On July 27 a pre inspector (David) came to verify measurements for the roof. We discussed with him the addition plywood being added to the order for the shed. He spent hours measuring and calculating for needed supplies. The materials were delivered on August 1. I sent a text message to David that the delivery was short 1 piece of plywood to which I did not receive a reply. On August 2, the construction crew arrived to replace the roof. The foreman stated his work order specifically said do not include the shed. I contacted the main office and was transferred to (Mike) he stated the shed was not included in the material order but could see a note from Miguel that said the shed was part of the job. I was then sent a new contract for an additional $1,307 to cover the shed which I was forced to sign or they would not complete the shed. I signed the first contract in good faith that everything discussed was included in the bid. Having to pay an additional $1,307 for materials that was previously discussed at length with the sales person is not an honorable business practice. I understand Mike saying it was not included in the measurement and thus needed to be ordered but I signed the first contract in good faith that it was included. Therefore, the original contracted amount should be honored and the additional $1,307 should be removed from the second contract I was forced to sign.

  

  Business Response

  Date: 08/09/2022

  Good morning,

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

  At the time of your initial consultation with Power with regard to the roof, Power's aerial measurement system was unable to pick up your homes roof from satellite photo's.  This is typically how Power measures a roofing project, it is a very accurate system.  Instead, your roof was measured by Power's Remodeling Consultant by hand.  At the time of your pre-installation inspection it was discovered that the measurements indicated were only sufficient to cover the main home and not the shed roof.  The shed roof was not included in the measurements or the diagram for Power's Installation team to complete.  This area was then added to the project at an additional cost.

  In an effort to confirm the measurements were accurate, Power agreed to catalog the leftover material (as is typical of a roofing installation) as well as the material used.  If there was a discrepancy, the pricing would be adjusted accordingly.  No adjustment was necessary as the material used matched the measurements taken the second time.  A project amendment covering the new scope of work and the new project price were provided and signed by you and the completion form was signed by you after the roofing project was completed.  Copies of both are attached.

  Thank you,

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

• Initial Complaint

  Date:08/01/2022

  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 replaced our roof April 23, 2022 project number ********. This was a $20k project and we have a bowing in the portion of the roof over the garage. This was pointed out to Power before the roof was replaced and they assured us this would be resolved. We have contacted Power several times. They keep saying someone will contact us, which they have, but then that person would say someone else will contact us. It has been 3 months since we complained to Power and still no one has tried to resolve our issue. I'm attaching the email that we sent to Power which details this project. At this point our desired resolution is to have Power refund us for the portion of the roof over the garage because it's still bowed.

  

  Business Response

  Date: 08/05/2022

  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 roofing project completed at your home included full replacement of the decking underneath the roofing shingles.  This means all new plywood on the main home and on the garage prior to installing Power's roofing system.  The plywood is secured directly to the rafters that frame the home and the individual pieces of plywood are secured to each other with clips to prevent seams or the corners and individual pieces from pushing up.  From a roofing standpoint, Power has done everything it can to ensure the new roofing system on your home is installed correctly and performs as designed.  The dip in the roof over the garage is due to sagging of the rafters over the garage and is not something that Power can repair.  Power does not perform structural repair work to homes and structural repairs are never included in Power's contracts for any project Power performs.  If you wish to have the dip in the garage roof repaired we suggest you contact a local contractor who does framing in order to have the rafters repaired or replaced.

  Thank you,

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

  

  Business Response

  Date: 08/29/2022

  Good morning,

  Power's roofing sales presentation and sales contracts make clear the extent top which a re-roofing project will change the aesthetic of a home.  Power does not identify nor recommend remedial work to resolve structural deficiencies in a home, it is not something Power is licensed to provide.

  The structural deficiencies at the home were pre-existing and Power was not contracted to resolve them, therefore Power will not be able to reimburse the cost of any repair work needed to repair the homes structure.

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

  Customer Answer

  Date: 08/31/2022

  [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:
  

  If the structural deficiencies were pre-existing, Power should have at least caught that during the installation. If a manager had been on-site, maybe it would have been caught. I'm not asking for reimbursement for repair work...I'm asking for an adjustment to the cost for the roof to be applied to my ******** account or a reimbursement equal to that cost. I'm asking for this because Power stated the deficiencies would be resolve with the new roof...its not my fault that Power didn't verify if the roof had issues or not before beginning the installation.  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/01/2022

  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.

  On May 9, 2016 and again on April 9, 2021, I contracted with Power Home Renovations to replace a total of 23 windows. On June 13, 2021, the subcontractors came out to install the last 5 windows, and replace one two others that were defective and supposedly covered under a lifetime warranty. After completing the window install, we inspected and found that 2 of the 5 newly installed windows were installed improperly and were already defective and damaged. We were also told by the Power Home manager who visited during the installation (Joseph A*****) that the defective windows would be repaired/replaced within 8 weeks. We also spoke with a supposed Quality Assurance Manager at Power Home (Brian M********) who also told us that by August 2021, all the windows would be repaired/replaced. It has now been over a year since then and we have reached out to them weekly to get an update, and we get no response. They have taken our money and not provided what they contracted to. They are scamming people by taking money upfront, while not providing the services/goods they contract to. Every single attempt to resolve this issue with them ends with us getting the run-around and getting hung up on by whoever answers their phones. It is a shame that this is how they do business and steal people's hard-earned money.

  

  Business Response

  Date: 08/06/2022

  Good morning,

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

• Initial Complaint

  Date:08/01/2022

  Type:Sales and Advertising 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 ***** come out and put brand new windows on our house and your people will not stop coming to my house saying that you put my windows in you did not put my windows in these people will not stop knocking and ringing my door they disregard the five no soliciting signs I have in my yard on my porch and on my door every weekend I need them to stop and stay off of my property

  

  Business Response

  Date: 08/02/2022

  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.

  Power has added to your to the local Austin marketing offices "Do Not Knock" list.  This change may take up to 72 hrs to go into effect in Power's system, at which time you should no longer receive visits from Power's marketing teams when Power is completing work in your area.  We apologize for any inconvenience we may have caused.
  
  Thank you,
  
  Ryan F******
  Warranty Service Director
  O: ###-###-#### x*
  Power Home Remodeling 
  PowerHRG.com
  

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/03/2022

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

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/07/2022

  Good morning,

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

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

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

  Thank you,

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

  

  Business Response

  Date: 08/25/2022

  Good morning,

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

  Thank you,

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

  Customer Answer

  Date: 08/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/28/2022

  Good morning,

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

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

  Thank you,

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

  Customer Answer

  Date: 07/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** & *******************************
  

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/28/2022

  Good afternoon,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The replacement window sash order for your home was placed with our manufacturer and we are still waiting for them to be completed and delivered.  Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to.  Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult.  It is for these reasons that the order for the replacement sash is taking so long to arrive at our local installation office in New Jersey.  While we continue to work diligently with all of our manufacturing partners to reduce lead times on manufactured goods as much as possible, we must in the meantime follow the current best guidance that Power is provided on expected lead times.
  
  At the present time your order is scheduled to be delivered to our local office in New Jersey later this summer.  As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement.  We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.
  
  Thank you,
  
  Ryan F******
  Warranty Service Director
  O: 610.874.5000 x*
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/28/2022

  Good morning,

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

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

• Initial Complaint

  Date:07/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/28/2022

  Good morning,

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

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

  Thank you,

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

  Customer Answer

  Date: 08/05/2022

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

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

  Regards,

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

  

  Business Response

  Date: 08/08/2022

  Good morning,

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

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

  Thank you,

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