Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Power Home Remodeling Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 971 total complaints in the last 3 years.
- 253 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/30/2022
Type: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 purchase doors from this company after I notice an issue(bottom door swiper) with one of the doors I called for warranty repair the company came to fix the issue with a part that is not the original part they are trying to adapt something that is not the original part.
Business Response
Date: 01/10/2023
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
A Power Installation Manager was on-site to assess your concerns with the entry door on 9/19/2022. At that time, a replacement door knob and replacement weatherstripping for the bottom of the door were ordered and follow-up service was scheduled with you for 12/30/2022. On that, a Power Installation Manager returned but was not allowed to replace the weatherstripping the bottom of the door. The weatherstripping is a revised design from what was installed on the door during manufacturing, however in fit and function it is identical to what is on the door and was provided by the same manufacturer or made the door. Because Power's representative was not allowed to replace it, that portion of the service was not performed.
If you wish to have the weatherstripping on the bottom of the door replaced, please reach out to Power's Warranty Service division at the phone number below and a representative will be happy to assist you. Otherwise, there are not outstanding concerns with the door at this time.
Thank you,
Ryan F*********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/29/2022
Type: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.
Had a siding job done on our home in November. When the job was taken all assured the solar panels on the roof were not an issue, they could side the dormers. Third day on the job the men wouldn't do them & we wound up taking them off the contract. These men broke the fan door on the outside of our house, broke our doorbell, left a lump in the siding on one side of our house, destroyed a garden of lavender and a maple tree and left an unsightly mess of nails, siding, plywood & leftover material all around. I've tried calling on numerous occasions to get them back & all I get is lies and promises that someone will come out to look again. Jake was out once & took pictures and so have we. I want the repairs taken care of as this is going on for a couple of months already!Business Response
Date: 12/29/2022
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 from Power's local installation office in New Jersey has already been in contact with you with regard to the concerns after the siding installation was performed. Power's Director of Installations and a Project Production Manager are scheduled to be on-site on 1/5/2023 to begin to facilitate any corrections necessary following the siding installation.
Thank you,
***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/26/2022
Type: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 hired this company to come replace our windows back on 12/19/2020 they gave us a date they were going to come replace it, which was 1/2/2021. They gave us an estimate of $5000 plus tax for just the bay window. They called the day before they were supposed to come in and rescheduled because the order didn't show up on time. After that, any new date we would come up with, they would find a reason to reschedule with reasons that would not make sense. Eventually after a year of rescheduling we finally got someone to come in and work on the window. After they finished the work we were told they were going to come back for touch ups and to fix some stuff. No one ever showed up, we had someone come by and take pictures of the window but that was it. We called and tried to tell them and they didn't care. Every time it rains or snows the water comes in from the window and the wood now has mold. We have tried to reach out by email and phone call and still nothing, just a ton of excuses. We even have a life time warranty but after all the trouble we went through just to get someone to come in and fix the window they don't care. We even tried to sell our house but could not sell it because of that. We sent them pictures and left a review and still no help.Business Response
Date: 12/28/2022
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.
Power is aware of the concerns with the bay window installed in your home. A Power Installation Manager was on-site on 10/11/2022 to assess the window itself as well as the installation and it was determined that Power would return to repair the seat board and re-insulate the window. This follow-up service was scheduled with you for tomorrow, 12/29/2022. We look forward to having the repairs to the bay window installed in your home completed for you shortly.
Thank you,
***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/23/2022
Type: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 11/8/2022 Power Home Remodeling replaced my roof. There is a 50 year transferable warranty on the new roof. On 11/16 I contacted PHR and notified them there was water leaking through the new roof at the chimney and sent them photos. They opened a ticket to service the leak "******** ***, customer photos".PHR sent someone to look at roof on 11/18.On 11/30 I checked the roof again after a rain storm and found the leak still active. I contacted PHR again with photos and scheduled a service visit for 12/6.On 12/7 I checked the roof and it was still leaking. I contacted PHR again and provided additional photos of the leak. Service scheduled for week of 12/12.On 12/16 I checked the roof again and there is still leak. I contacted PHR and sent additional photos. Service scheduled for 12/21.On 12/23 I checked roof again and there is still leaking. This is starting to damage interior wall. Sent additional photos. I am trying to contact PHR again to schedule a service visit.I would like this leak properly addressed and internal wall repaired. If it cannot be, I would like a refund. Desired outcome is for PHR to finish the job (install a roof that doesn't leak) or give me a refund so I can schedule someone to redo the roof. Thanks, ********************* ************Business Response
Date: 12/26/2022
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Power's local installation office in Boston is currently aware of the outstanding concerns with the roof that was recently installed at your home and is working to get these concerns resolved as soon as possible. We apologize that prior service repairs have not addressed the situation entirely and we are hopeful to have the complete repair performed as soon as possible. We appreciate your patience in the matter and a representative will be in contact with you shortly to discuss the next steps.
Thank you,
***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 01/31/2023
It's still leaking. See attached.Business Response
Date: 01/31/2023
Good morning,
Thank you for taking the time to contact us about
your remodeling experience. We take feedback from homeowners like you
very seriously. I apologize for any frustration or aggravation this
issue may have caused. I have reviewed your complaint and personally
looked into the matter.Power's local installation office in
Boston is currently aware of the outstanding concerns with the roof that
was recently installed at your home and is working to get these
concerns resolved as soon as possible. We apologize that prior service
repairs have not addressed the situation entirely and we are hopeful to
have the complete repair performed as soon as possible. We appreciate
your patience in the matter and a representative will be in contact with
you shortly to discuss the next steps.Thank you,
Ryan F******
Warranty Service Director
O: 610.874.5000 x2
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/23/2022
Type: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 have been calling this company for months about my windows. My front kitchen bay window is leaking water and no one is coming out to resolve my issue. I am so sick and tired of this company. They do not help you or live by their words they ****.Business Response
Date: 12/26/2022
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
At the present time, a service is scheduled to address the concerns with the bay window installed in your home on the earliest available date and time. Should an earlier appointment become available, a representative will be in contact with you to make alternative arrangements. We appreciate your patience and look forward to servicing your bay window as soon as we can.
Thank you,
***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 01/03/2023
[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:
Regards,
*************************
I do not like that response they are very unprofessional and slow at getting appointments they are telling me the samething they told me on the phone still not happy I still don’t understand why I gotta wait this company is a scam move faster and fix my windows I don’t think it’s fair to make a customer wait that’s not the way to do business POWER is a scammmm!!! I’ll never buy from this company.
Initial Complaint
Date:12/22/2022
Type: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 late 2018 we had 6 windows installed through our home. This past November, a sill broke off of the bottom of our bathroom window. We called Power, and told them what happened. They ruled it a manufacturer defect, and said we would have a replacement window in 3 weeks. I called Power this morning, and now they are telling me 12 to 15 months for the replacement. In the meantime, there are no protective gases between the glass panes. The major factor for which we purchased the windows. On average of $1000.00 per window when does honoring the warranty come into play? The original order took 4 months from order to installation. Why does it now take 12 to 15 months to make something they already have on record? There is no salesman needed. There are no measurements required. WHY?Business Response
Date: 12/22/2022
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 the order to be completed and delivered. Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to. Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult. It is for these reasons that the order for the replacement sash is taking so long to arrive at our local installation office in Maryland. 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 Maryland later next 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.comInitial Complaint
Date:12/20/2022
Type: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.
Two years ago, I contacted Power Home Remodeling for a warranty claim to replace a window. Eight months later, the installer arrived with the wrong-sized window (that didn't match any of the windows in our home). This window has still not replaced and the double-pane is filled with condensation. Earlier this year, I called to report another window had popped its seal under warranty, and that one has also not been replaced. We have not heard from Power Home Remodeling in over six months, other than their business development sales department wanting more sales. One of our windows has been inoperable for two years. This is inexcusable.Business Response
Date: 01/06/2023
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Power representatives spoke with you on 12/20/2022. The replacement window sashes for your home have been manufactured and delivered to Power's warehouse in Denver and a service was scheduled with you to replace them on 2/28/2023. We look forward to having the window concerns resolved for you then.
Thank you,
Ryan F*********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/19/2022
Type: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.
At this time Power Corporate has yet to finish our job and has erroneously pulled funds from a pre-approval financing solution via ***** *** that we told them we had not planned on using. As the work was not complete and the siding completion form was never signed by my wife or I, I would like the following as we work with their siding installation manager ****** to actually finish the installation of the siding and capping and address the concerns we have expressed to the team: 1. Reverse the funds pulled from the ***** *** account and close the account as we will be using other methods to pay for the services. This was promised in writing by ****, Power's Project Production Manager. 2. Review and have the work completed with ******. We are currently on the schedule to have the work completed with ****** on January 11th for a work time of 3 days. We would like to have the work completed at this time with ****** as we feel confident he will be able to address the concerns as well as finish the incomplete work on capping. 3. Receive a discount based on experience and time out. When we sold the project we were told we would not have to pay until the job was complete and we were satisfied with the results and that we would have a project manager who would manage all work, concerns and other information so we wouldn't have to, our experience contradicts that completely. Both my wife and I have had to spend a significant amount of time on this project acting as the project manager and quality manager only to be bounced around by agents at Power corporate making us spend additional time trying to get a resolution for our concerns. Based on our time out experience and promises originally made by Power and their company's CO-CEO's promise we feel we deserve 15-20% off to be made whole.Business Response
Date: 12/21/2022
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.
This appears to be a duplicate to complaint #******** that was made on 12/15/2022. As stated in that response, A Power representative from our local installation office in Detroit was on-site on 12/5/2022 to make a full account of the outstanding service concerns related to the project recently installed at your home. The local installation office is working to schedule a 2-3 day service visit for a Power installation team and a Power installation manager where everything can be resolved. Once the concerns with the project have been resolved, if you choose to change your method of payment for the project Power would be happy to facilitate that for you. No discount to the project price in the amount being requested will be provided.
We look forward to having everything resolved for you shortly.
Thank you,
***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/18/2022
Type: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 12 April 2021, Power HRG installed siding on my house. The following year a piece of siding fell down and I called for warranty service. They did not show up as scheduled on 22 July 2022. Then they arrived 20 July 2022 and had to come back 29 September 2022.On 22 Novemberi called again about the same piece falling off my house. They would not schedule a repair until 30 March 2023. My house is exposed to the elements in the winter and several pieces of siding are either sagging or fell off. I called again 14 December and they still did not get someone out to my house sooner.I have a full service warranty that they should honor in a timely way. This same piece has fallen down twice now because of their bad installation.Business Response
Date: 12/19/2022
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 this time, a service appointment to repair the effected area of siding on the home is scheduled the earliest available date and time. Should an earlier appointment become available, a Power representative will be in contact with you to make alternative arrangements. With every siding installation, Power wraps the home in **** ****, a moisture barrier behind the siding. The moisture barrier is the protective barrier between the exterior of the home and the elements. The home will remain protected until the siding can be repaired.
Thank you,
Ryan F*********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In September, scheduled for Power Remodeling to address roofing issues (which they installed). The appointment was scheduled for 12/16. They didn't show up for appointment - and when called, they indicated although the appointment was scheduled, they didn't assign any technicians/repairman - and I have to reschedule it for March. In addition to addressing the peeling shingles and shingle discoloration, I also want to ensure they take a closer examinations on two of the leaks - they did inspect previously back in 2021 but claimed that there was nothing wrong with the roof. They blamed heavy wind/rain for one of them - which I don't buy. Would like them to address the issues before winter snow.Business Response
Date: 12/19/2022
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.
Due to unexpected personnel issues the morning of your service, Power was unable to have an Installation Manager on-site at your home for the scheduled service appointment on 12/16/2022. We regret that we were not able to perform the service as scheduled, we understand what an inconvenience this can be, and we consider rescheduling any appointment a last resort. At this time, the new service date and time that was scheduled with you is the earliest available appointment. Should an earlier date and time become available, a Power representative will be in contact with you to make alternative arrangements.
Thank you,
***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 12/23/2022
[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:Taking 6 months to inspect roof issues (especially leak-related) is simply unacceptable. To add insult to injury, the roof issues include leaks that were inspected in April 2021 (which is 1 year 8 months ago) but not addressed properly. (This is confirmed by another roofer.)
Regards,
*****************************Business Response
Date: 01/25/2023
Good morning,
A Power installation team was scheduled to be on-site on 1/12/2023 however, Power received a phone call from you on 1/5/2022 where you expressed concerns with having the work performed over the winter and the appointment was canceled at your request. Power is still scheduled to return on 3/22/2023 to assess any outstanding concerns with the project that remain.
We look forward to having your concerns with the roofing project resolved as soon as possible.
Thank you,
***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.com
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