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 Group, LLC

  2147 Route 27 Fl 2 Edison, NJ 08817-3365

  
• 

  Power Home Remodeling

  1637 NW 136th Ave Ste 100 Bldg G Fort Lauderdale, FL 33323-2881

  
• 

  Power Home Remodeling Group LLC

  8912 Spanish Ridge Ave Ste 300 Las Vegas, NV 89148-1312

  

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:01/17/2023

  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 11/02/2022, we agreed to a siding and gutter project with Power Home Remodeling LLC for $40,128.17. A guy (*****) came by & measured our entire house & came up with this cost after negotiating on a price. On 11/22/2022, a guy (***********************) came by to take pictures & ensure all measurements were done correctly. He came back saying ***** did not include everything & the project had to be amended to this new price: $40,746.37. We agreed to this despite them not doing their job correctly in the first place. **** explained to me that Power Home Remodeling gives their guys a week to finish the project so our start date would be 12/19/2022 and it would be approximately finished a week from then. **** stated the guys work under any ********************* On 12/19/2022, they did not show up at all for the project. No one called us to let us know about that until about 12:30pm on 12/19. ****** called us to tell us that there was a *********************** will not start working on our house until 12/20 between 7-9am. The guys showed up on 12/20 & since then the communication on the status of our project was horrendous. There was no communication from power home remodeling that they would not be there on 12/23 (not a holiday). Granted there was a major cold/rain storm that day, but per ****, he said they would work during any condition. Our house was left exposed from 12/23-12/27 with no one communicating to us that they would not show up at all during this time. 12/27 was not a holiday so they should have came. They came to start working on the house on 12/28 and then didnt finish the project until 01/04/2023. I called several times during the span of this project asking for updates, complaining about the communication and project status & felt dismissed every time I called. We expressed our concerns to a QA manager who tried to rectify the situation by offering to do more work on my house at a discounted price. That is not rectifying my concerns. Acct: 36-22243.

  

  Business Response

  Date: 01/18/2023

  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.
  
  We apologize for the delays in the completion of the siding and gutter installation at your home.  Unfortunately, there are certain circumstances in which Power can not install a siding and trim project adequately and correctly and still uphold the lifetime labor and material warranties that is guaranteed with every project.  Some of those circumstances, like adverse weather conditions, were some of the same challenges encountered during your project.  This is regrettable and we apologize for any inconvenience this may have caused.  However, the project was completed as contracted and Power received a signed completion certification from you stating your satisfaction with the project.  Should you have any future concerns with the work completed at your home, please do not hesitate to call Power's Warranty Service division for whatever assistance you need.
  
  Thank you,
  
  Ryan F******
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 01/25/2023

  [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 signed that agreement saying the project was completed satisfactory because one of your employees, *******, came to my house to finish up the last part of the project and then notified me that I needed to sign that agreement. I told him I would when I had the time and he said I had to sign it right in front of him and show him the completed screen. Making me sign that basically under duress or coercion so he can leave my home is not okay and is completely  unacceptable. The way you do business and your company’s communication style is the worst I’ve seen or had to deal with. The only thing left I haven’t used your services for is new door installations so please remove my name and address from any sales trips your people do in the neighborhoods. I don’t any of your employees stepping foot on my property EXCEPT for warranty purposes.  I will be sure to call the warranty department for any matters I need moving forward,  but that’s the extent of my communication with you all in the future. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/16/2023

  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 January/February 2020, we contracted PowerHRG to replace our roof. The original roof was nearing 21 years old, had no leaks, and we were being proactive in avoiding issues. In December of 2022, we noticed that the new roof installed by PowerHRG was leaking. We called and were told they are understaffed and would not be out until April 24, 2023. After considerable arguments regarding warranty and inside damage, I finally got an inspection date of 1/16/23 between 12 and 2pm. After the 2pm window, I called ************, option 2 for warranty. I was told the inspection was rescheduled until 1/18/23 between 4 and 5pm. The party I spoke with confirmed that they have no record of anyone reaching out to us. I did not receive any call rescheduling. I cannot reach a supervisor as they "only make outbound calls". The first name is ***** or **** and is the "only" supervisor I can speak with and he will respond to me within 48 hours. I have asked for a supervisor to call me during the December conversations and no one calls back. My insurance company is involved and I need to make repairs inside. Obviously the inside cannot be addressed until the roof is repaired under Warranty. My insurance company had a roofer inspect and this it is due to poor workmanship. I need help in getting this company to respond on a timely basis and make repairs so that the inside repairs can be made as well.

  

  Business Response

  Date: 01/18/2023

  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 today, 1/18/2023 to assess the concerns with the roofing project completed at your home.  A follow-up service is required to complete the repairs to the roof, which is scheduled for 1/23/2022.  We look forward to having the concerns with the roofing project resolved for you as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 01/26/2023

  [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 ********.
  

  The repair was made to the roof, but until there is another weather event, I cannot accept this to be a satisfactory resolution. 

  In addition, I have incurred damages inside the home as a result of the faulty workmanship in excess of $5,000.  

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

• Initial Complaint

  Date:01/15/2023

  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 October of 2022, I entered into a contract with Power Home remodeling to install siding. The sales process and initial communications went fine. After that the emails (all attached as PNGs) I sent to Power summarize my experience why I am reporting them and requesting help from the BBB. I emailed Power several times to provide clear, concise updates and concerns to the project. I screenshot the emails and attached them to this submission for your reference to get full context. I also called several times to ask if they received confirmation of my emails. I did not receive one confirmation email to even get an acknowledgment of my concerns and issues. I did receive just one phone call from a Quality Assurance Manager, *****************************. He did come out to my house to assess the situation and he acknowledged the messy state of affairs it was in on Dec. 22nd. ****************** and I actually cleaned up the environment for safety reasons. Other than ********************** call and visit to the house, Power has not done anything to follow up, take accountability, or issue a plan of action to correct the situation. After I called as a concerned customer ********************** scheduled an appointment. The Project Manager responsible for the siding install was scheduled to come to the house to address the situation on January 10th. No one showed up or called as scheduled. The appointment was only coordinated through a phone call from me asking for a resolution. They did not initiate or take any proactive solution focused action. On Jan. 15th I finally cleaned up the trash left behind by purchasing a **************** Bagster and filled in myself. I had to cut the pallet left behind in half with a saw, along with the 4x8 wood sheets left behind to get them into the Bagster. I had to do this on my own to get access back to my driveway and garage. I am beyond frustrated . I will not sign any work completion documentation with Power. Thanks for your help in resolving this matter.

  

  Business Response

  Date: 01/25/2023

  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 was on-site on Monday 1/23/2023 to assess the concerns with the siding project recently completed at the home.  A Power representative has since been in contact with you to schedule an installation team to be on-site on Wednesday 2/1/2023 to properly address any outstanding concerns at that time.  We look forward to having your concerns with the siding project resolved at that time.

  Thank you,

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

• Initial Complaint

  Date:01/09/2023

  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.

  Power Home Remodeling installed new windows in our home in October of 2022. Upon installation, there were issues with the product and service we received. Issues include (1) There is a double hung window in the homes living room that is having locking issues. The lock is color matching the white window. Need to send new lock to replace if the current lock can not be fixed. (2) There are also issues with the interior calking job done at point of installation that need to be addressed and resolved. (3) Finally there is one screen in the master bedroom that needs re-screening. It was ripped at point of installation.We have called repeatedly over the past three months to schedule and discuss a resolution. Each time we call, we have to re-explain our issue, and are told that we will be contacted in a few days once the customer service rep can get in touch with their scheduling team. Each time, we do not receive a call back. We then call them again, and repeat the above scenario. This has now happened four times. Our last communication occurred on December 15, 2022, when we spoke to a man named ************ and he ensured us VIA EMAIL that he would be reaching out to his team and getting back to us no later than December 20, 2022 with a plan. We have since followed up via email twice, and also notified them that we would be filing a dispute with the BBB. We have yet to receive any response or phone call from them since this interaction on 12/15/22.

  

  Business Response

  Date: 01/11/2023

  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 representative has been in contact with you with regard to the outstanding concerns with the window installation performed at your home.  A Power Installation Manager is scheduled to be on-site on 2/3/2023 and will be prepared to address each concern at that time.  We appreciate your patience and look forward to tying up these loose ends for you as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 01/20/2023

  [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 to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:01/09/2023

  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.

  I bought a sliding kitchen door and a bay window for my living room from PHR. Never an issue until the pandemic and now, the company is completely downhill. After a year of fighting to get a sliding doorknob replaced and a house break-in later, that was replaced UPSIDE DOWN! It's still upside down to this day! Now, the bay window WAS INSTALLED WRONG TO BEGIN WITH! I keep having issues with the panes and called April 2022. I was told it would take 6 months and would be replaced by October 2022. I called in October to be told not until January 2023. I just called on 1/9/23, to be told now April 2023. I even called **** at ********* ******** ******** who said April 2023, but this is something I need to only handle with PHR, not them, because PHR should be replacing my bay window that is completely INSTALLED WRONG which is why I keep getting issues with the window panes! I called on 1/9/23 and spoke to ******* first, who said sorry, but waiting on *********. Then after I talked to **** at ********* who pushed back on PHR, then I talked to Blake at PHR, who just kept the same sob story of now waiting until April. Again, I've had it! The whole bottom line issue is that PHR INSTALLED THE BAY WINDOW WRONG TO BEGIN WITH WHICH IS WHY I'M HAVING ALL THESE ISSUES WITH THE BAY WINDOW PANES! How about giving me a real bay window that is installed correctly the first time, so I do not have to keep playing games and waiting for over a year for a new window pane? This is NOT the first time a window pane had to be replaced! LOOK IT UP ON MY ACCOUNT! Look at picture 1 - see all the spots of white & look at the bottom left, it's all messed up! That's the window, not the background Look at picture 2 - move spots of white in the rest of the window

  

  Business Response

  Date: 01/09/2023

  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.  The replacement sashes are necessary due to a manufacturing defect with the low-e coating, not because of any issue with the installation of the bay window itself.  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 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,
  
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 01/19/2023

  [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:

  This is the exact same response you sent the last people complaining.  Are you trying to tell me a different date YET AGAIN for the 4th time?  My very last call I was told March or beginning of April, so now you say late Spring?  Are you telling me as a company that sells to replace siding, windows, gutters, sliding doors, etc. you are only counting on one vendor?  (I'm sure more, but these are all the products I've had replaced by you)

  Notice you did not even acknowledge my sliding door with a lifetime warranty that the handle was put on upside down. 

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

  

  Business Response

  Date: 01/26/2023

  Good morning,

  The windows installed in your home were manufactured by one window manufacturer, who is the sole provider of the product warranty that you received when doing the project with Power.  As the sole provider of the window and the window warranty, the original manufacturer is who must manufacture and deliver replacements in accordance with that guarantee.  Power is still waiting for your original window manufacturer to produce the replacement window sashes for your home, at which time Power will be in contact with you to schedule their replacement.

  Power's relationships with vendors and manufacturers for other products has no bearing on your window warranty.

  Thank you,

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

• Initial Complaint

  Date:01/05/2023

  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 bought our house which has windows installed from Power Home Remodeling and were under Warranty. The windows were losing their seals and required replacement. We filed a claim in August or September of 2021. They said it would take about a year. We waited and in December 2022, they finally made an appointment to replace our windows. However, they knew we have 18 windows that need replacement, and showed up with just 7 windows to replace! I understand supplies are tight, but I feel very strongly that we were deprioritized in this replacement because we are a warranty claim and not "new business". They said it would be another year to get the additional windows that need replacing in. Their work seems incredibly haphazard, as they did not even stop by our house before the December 2022 appointment, it was the very least they could have done to make sure the preparations were correct. I would like the job completed sooner rather than latter. We are probably going to forget which windows were replaced and which need replacement after a year, and I do not want to keep the stickers on the windows just to try to remember.

  

  Business Response

  Date: 01/05/2023

  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 second 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.  While the original order has not yet been completed in it's entirety, Power brought out the replacement sashes that had been completed and delivered and found additional window sashes that needed to be replaced.  These sashes that were found are in addition to the original order and Power was not aware of the need to replace them until the December service appointment took place. Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to.  Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult.  It is for these reasons that the order for the replacement sash is taking so long to arrive at our local installation office in Chicago.  While we continue to work diligently with all of our manufacturing partners to reduce lead times on manufactured goods as much as possible, we must in the meantime follow the current best guidance that Power is provided on expected lead times.
  
  At the present time your orders are scheduled to be delivered to our local office in Chicago later this year.  As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement.  We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.
  
  Thank you,
  
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 01/19/2023

  [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: This is simply not true. ****** knew we needed 18 windows to replace but said he was not able to get that many. The company is being dishonest here, probably because they screwed up and don't want to admit it.

  We want these windows replaced as they were supposed to be and want to stop being deprioritized since we are not new business.

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

  

  Business Response

  Date: 01/26/2023

  Good morning,

  Power is still waiting on the replacement window sashes for your home to be manufactured and delivered to Power's local installation office.  As soon as they arrive, a representative will be in contact with you to schedule their replacement.

  Thank you,

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

• Initial Complaint

  Date:01/04/2023

  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 company failed to install gutters properly and left my home damaged with holes. I have been more than reasonable requesting the company return to fix the issues. I have been rescheduled several times. No consideration of my time or my home. I love my home and had trusted that this company would care for it. Please help!

  

  Business Response

  Date: 01/11/2023

  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 representative was on-site to meet with you and review the gutter installation on Monday 1/10/2023.  At that time, you were notified that Power will be ordering the color-matched material necessary to complete the repairs correctly.  At this time, since this is not a color that Power suppliers carry regularly, an expected lead time for delivery of these materials is not known.  As soon as Power receives a firm delivery date on the materials, a representative will be back in touch with you to schedule the repair work.  We appreciate your patience and we look forward to completing the repairs as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:01/04/2023

  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 bought windows from Power Windows & Siding with a Lifetime Warranty. For 2+ years we have been waiting for replacement windows to come in from Power's supplier. Each time we call Power we get the same reasons for the delay - "manufacturer issue, we no longer use this brand of window", etc. Many of our windows look terrible and we are getting no satisfaction. As more time has passed, more of the windows need replacement. -Our warranty states "if any product changes occur & certain parts are no longer available, we reserve the right to substitute any parts or components with parts or components or equal or greater quality & value". I believe a 2 year delay is in indication that the windows are no longer available. -We just want the windows fixed. We paid for the warranty and Power has not lived up to their side of the bargain.

  

  Business Response

  Date: 01/11/2023

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

  Customer Answer

  Date: 01/20/2023

  [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 nothing changed. Power Windows continues to rely on the supply chain issues they are experiencing. While I do not doubt they have run into issues, they have an alternative solution - replace my windows with like kind & quality that they do have in stock. The warranty provides for that remedy. This has been going on for more than 2 years. These windows were paid for in full prior to installation with the understanding that this great "Lifetime Warranty" applied. I simply want what I paid for & what was sold to me. Thank you. 
  
  Regards,
  
  *************************
  

  

  Business Response

  Date: 01/26/2023

  Good morning,

  The product warranty is provided through the manufacturer of the windows that were provided and installed in your home.  The use of an alternative or like product in the absence of an exact replacement is at their sole discretion.  The manufacturer is still in business and still manufactures the line of windows installed in your home, therefore an exact replacement is available and will be provided.  As soon as the replacement window sashes are completed and delivered to Power's local installation office a Power representative will be in contact with you to schedule a service to replace them.

  Thank you,

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

• Initial Complaint

  Date:01/03/2023

  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.

  We purchased windows from Power Home remodeling in January 2013 that came with a lifetime warranty. Over the last 3-4 years we have had several windows replaced due to a defect that causes the windows to get discolored. When this started happening Power Home was very good about replacing them in a timely manner. However the last 18 months has been a bit of a nightmare. We were first told that our picture window and one of the bedroom windows (top and bottom) would take 12 months to replace. When we didn't hear anything I called again and they informed me it would take 12-15 months. Again did not hear from them. I called again and the gentleman told me that we should hear by this past November and that he would pass this along to his supervisor. Again still have not heard back from anyone. We are now into month 18 and still nothing. If they are still able to sell and install windows to new clients why are the existing customers being treated this way? We can barely see out of our picture window as well as the bedroom. We were quite patient for the first 12 months due issues from covid and supply chain issues but this is getting ridiculous and extremely frustrating.

  

  Business Response

  Date: 01/10/2023

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

  Customer Answer

  Date: 01/19/2023

  [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]
  
    I am not rejecting your response however I expect this issue to be resolved by spring since that will be close to 2 years of waiting 
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 02/17/2023

  Good morning,

  As of this writing, your replacement sash order is still on track to be completed this spring.  A Power representative will be in contact with you as soon as it is received.

  Thank you,

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

  Customer Answer

  Date: 02/23/2023

  [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 to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/02/2023

  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 Group representative visited my home on Jan. 4, 2014. I purchased some windows for my home, and they were installed. Around 2020 ALL 5 windows started deteriorating. The windows have speckled spots inside the window that block your vision. I was informed that due to the pandemic it would take 1 year for the replacements. They have been contacted several times since then. On November 28, 2021, I followed up on my claim. AGAIN, I was told it would take another year for them to get the windows. On Friday, Dec. 30, 2022, I contacted the company. I was told they continue to wait on the replacements from overseas and they have no idea when they will receive them. This has been going on for almost 3 years. The windows are rapidly deteriorating in the house, and it looks like mold. My kitchen cabinets are now affected and deteriorating by the kitchen window too. I have asked them to refund me my money so I can purchase new windows before more damage is caused to my home. They disregard the warranty regarding the windows and not willing to resolve this matter in a timely manner.

  

  Business Response

  Date: 01/03/2023

  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 representative has already been in contact with you with regard to the service concerns with the window project installed at your home.  The replacement sashes for your have have been completed and delivered to Power's installation office in Atlanta and a Power representative has scheduled a service with you to replace the effected window sashes on 2/11/2023.  We look forward to having everything resolved for you then.
  
  Thank you,
  
  Ryan F********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com