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:12/16/2022
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 2012 I had a window replaced in my home for $1375.78 with a lifetime warranty. In 2021 this window's seal failed and caused discoloration to the window. I notified the company in July of 2021 of this situation with my project number ********. I was told due to Co-vid and back orders that this replacement would take up to 12 months but it was covered. In August of 2022 after not hearing back more than a year, I phoned the company again and was told that the problem was, they switched manufacturers and the old manufacturer is very slow filling orders. But they went on to try and sell me new windows from the new manufacture. As of this date I am unable to get an answer on when this window will be replaced.
Business Response
Date: 12/19/2022
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 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 winter. 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.comInitial Complaint
Date:12/14/2022
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.
The company keeps dropping the ball at various stages of the process. Only after multiple calls, dozens of emails, and complaints to the customer service department, I barely receive "we think about your project every day" phone call without any concrete actionable steps. Nov 28: The ***** denied my application for the net metering of the solar panels Nov 28: I emailed ******* ********* and **** ********** asking them to take a look into the issue and re-file the requested paperwork to **** Nov 29: No response Nov 30: I followed up again asking ******* ********* and **** ********** for any updates. **** returned my email saying he is going to file the paper work on Nov 28th. I responded to that email chain and asked him to forward me the paperwork once filed. Dec 1: No update on the paperwork Dec 2: No update on the paperwork Dec 3: No update on the paperwork Dec 4: No update on the paperwork Dec 5: I emailed ******* ********* and **** ********** asking them if they finally filed the promised paperwork with *****. **** finally emails the **** asking clarification on the required documents and cc's me in the email (even though on his Nov 30 email, he had told me that he will be filing the paperwork on Nov 30th). So no paperwork has been re-submitted to **** as of that date. Dec 6-11: Neither **** nor **** followed up or called **** even though the contact person provided his direct phone number Dec 12: I followed up AGAIN asking both **** and **** to actually CALL the contact at **** to get the required clarification on which documents to re-submit. No response from either of them. Dec 13: I followed up again. No response from either of them Dec 14: I forwarded the email to customer complain department ***** ** ******** and he told me someone will reach out to me. Otherwise, no response from either **** or ****. It has bee more than 2 weeks and I still cannot get anyone re-submit the paperwork to ****.Business Response
Date: 12/15/2022
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 VP of Solar out of our New Jersey office was in contact with you on 12/14/2022 with respect to the interconnection application with ***** for your recently installed solar project. Power followed up with ***** with regard to the application later that same day but is still awaiting on a response from ***** to provide clarity to the status of the application. Power was given conflicting information from ***** with respect to the interconnection application and to date has not received direction from ***** on what it is they are asking Power to do before approving the application.
Power will continue to work closely with ***** to resolve the matter of the application and will keep you up to date whenever there is new information to be shared. We appreciate your patience and look forward to having this resolved for you as soon as possible.
Thank you,
***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 12/23/2022
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,
***********************************Customer Answer
Date: 05/26/2023
On Sep 02, 2021, I signed a contract to purchase and install solar panels from Power HRG. The company representative looked at current energy consumption and somehow calculated the annual energy consumption to be 24,706 kWh. They told me that they will install a solar system size of 9.13kW (equivalent to 25 solar panels). They told me they are the experts and they know solar panels and I have to trust them. When Power HRG submitted the Interconnection application to ***** for net metering on Aug 12, 2022, they filled out the form as follows: * Current Annual Energy Consumption: 24,706 kWh * Est. Gross Annual Energy Production: 10,178 kWh * DC Source Rating: 9.125 kW ***** denied this application stating the following: “The system production outweighs annual usage for this account. To be eligible for net metering, the generating capacity of a system cannot exceed the customer's annual electric use. Based on the energy consumption for this account for the past 12 months of history, the maximum system cannot exceed: [6,304 KWh]. If you wish to move forward with an interconnection, you must reduce the system size to fit within the parameters of the above-stated system size." This means Power HRG has inflated my annual energy 4 times (24,706 kWh instead of 6,304kWh) in order to be able to sell me a bigger solar system with DC rating of 9.125 kW (25 solar panels). Based on my consumption history, such system would produce significantly more energy than what I need/consume, so the size of the system was not justifiable per PSE&G. Instead of reducing the size of my system to fit within the parameters of 6,304 kWh consumption, and adjusting the $ cost of the project to refund the excess solar panels, Power HRG fraudulently re-submitted the interconnection application with different numbers on Dec 20, 2022 as follows: * Current Annual Energy Consumption: 6,747 kWh * Est. Gross Annual Energy Production: 6500 kWh * DC Source Rating: 5.85 kW (50% reduction) When I raised this issue with the company, after multiple follow up emails, I received a phone call from someone called Michael who told me that the ***** doesn’t know what they are doing, his firm is the expert on solar panels and they have made their own calculations, based on which, my annual energy consumption was definitely in excess of 24,706 kWh. He said only after the solar panels come online and we will see the actual production vs. consumption rates is when I will realize that Power HRG’s calculation, not PSE&G’s, was the correct one. He said my system therefore didn’t have to be sized down. Power HRG turned on the solar panels on April 29th, 2023. I have since monitored the solar energy production on the phone app and went through my PSE&G’s energy bill for the past 6 months to get an idea on the production vs. consumption rates for my home. Turns out, for the past 6 months, I have only used 3,500 kWh of energy, nowhere close to annual 24,706 kWh they claimed)! So ***** was right all along and Power HRG should have downsized my system by at least 30-40% back then. This means, instead of paying for 25 solar panels, I should have paid for 15-17 solar panels instead. Additionally, I noticed that there was significant energy clipping issue that is happening between 11am until 3pm, for 4 hours! The reason for this energy clipping was that the system size of 9.125 kW was too big for the type of inverter the company installed. The inverter is capable of receiving 9.3 kWAC of energy at a given point but it is only capable of generating 6 kWAC of energy as an output. This means, the equivalent amount to the difference of 3.2 KWAC is getting clipped (it is evaporating into thin air) between 11am and 4pm. So, to recap: • Power HRG sold me a solar array system that was in excess of my annual consumption rate • When ***** brought up the issue of overproduction and denied the application, the company refused to downsize and simply re-wrote the application with the numbers that would be approved by ***** • The inverter isn’t capable of generating more than 6 kWAC of energy so any excess energy my oversized solar power system produces is going to evaporate into thin air. When I contacted the company requesting to look into these problems, they refused to help me saying it is early to arrive in the above conclusions because the system has been turned on only 2 weeks ago. After multiple back and forth, when I finally told the field manager that I am going to raise a complaint so a third party can help to arbitrate this issue, he threatened me saying that if I choose to go that route, the company will allow the favorable financing terms (currently set at 3.99%) to expire and that I will then have to pay for the project at current, much higher rate.Business Response
Date: 05/26/2023
Good morning,
On 5/11/2023 a representative from Power's local installation office in New Jersey was in contact with you to explain how the system works, how the dashboard works and the information it displays, and the amount of energy the system is capable of producing. The system is functioning correctly.
On 5/16/2023 and 5/18/2023 a representative from Power's Consumer Finance department was in touch with you to explain how the financing for the project is arranged. Financing is not offered directly through Power, Power is not a bank, and the terms of the financing are set by the partner bank that has approved you for funding. These loan approvals have expiration dates set by the bank if the loan is not utilized within a certain amount of time. Power does not set the expiration dates and can not alter them in any way. You were not threatened with a higher interest rate, you were advised that should the current loan approval expire (which was granted July of 2022 after the first approval expired) that we can not guarantee that you'll receive the same rate on a third approval as the bank sets the rate and market conditions have changed. Your current lender, ******, is sending out new loan documents and if signed and returned before expiration you will receive the current loan terms that were just explained to you.
Thank you,
**** *******
Warranty Service Director
O: ************ **Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 06/01/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because the business response doesn't address the fact that I have too many solar panels installed compared to my consumption needs
Regards,
******** *********Initial Complaint
Date:12/14/2022
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.
(Please note this is an abbreviated version due to char limit, full version with details attached.) Contract for new windows, siding (SID), & attic insulation signed 9/12/2022 for $45,000. Told not have to pay for project until completely satisfied. Completed app with ******** for financing. Wk of 11/14: SID started, we noticed issues immediately. Told Quality Manager(QM) would come out at end & to not sign the completion doc for the SID. I also informed team no longer want financing & would make full payment at end. P said they put note in my account & to after QM came to make final payment. 11/19: SID done, husb&(H) told them window capping wasn’t done as quoted. SID team said they were unable to complete. H did not sign completion doc. H asked for P to come out. 11/21: P came to document. P said they would send SID team back out & P present entire time to confirm with us that we were satisfied with each fix (due to multiple issues). 11/23: SID team came out. Items not addressed & member of P not present as promised. P then said they would come out 12/2 to ensure fixed. 11/25: H called P to inquire regarding window capping refund, & frustration. In our app, someone scribbled signature in the SID completion certificate. H told P who said project completed due to contract “substantial completion” clause 11/28: Called P who scheduled appt w install manager(IM) for 12/5. 12/2: QM sick & cancelled refuses to reschedule 12/2: H receives email from ******** funds being pulled from P for the full $45,000. I called P. P claims to have filed a ticket for fund reverse. 12/5: P IM came out & promised to make this right & done before EOY & he present w/SID team. Said I could directly pay him when done. 12/13: ******** says P never reversed the funds. Still no date for project fix. We want this fixed. My H & I have spent multiple hours on the phone with our project management team & walking P team through concerns. This is not the customer service we were promised.Business Response
Date: 12/15/2022
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 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.
We look forward to having everything resolved for you shortly.
Thank you,
Ryan F*********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/13/2022
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 have a side door that was installed by Power about 2 years ago. The side door has a life time warranty. Unfortunately, I noticed around August 2022 or September 2022 that the door has a huge gap at the bottom. You could see the light from the outside. In September we had really cold days and you could feel that cold air. I called Power to see if they could come fix it. They told me we are not an emergency service, we are a warranty service, see you in April or 2023. So my family is going to go through the whole winter with a draft coming in? Theyve inconvenienced us many times before but now we have to wait until April because they dont have anyone to do the work. Power is on top of it when it comes to new business, but they could care less about warranties. The same effort they put into new jobs, they should put into getting things fixed. Lastly, since they outsource a lot of their jobs, you never know if you are getting a good or bad installation. We had a front door installed too and the first person did it so wrong that water was getting into the basement. We complained and after like 3 weeks they came and the second person that came did a waaaaaay better job than the first person. Cleaner cuts, nicer finishes. Shouldnt there be a standard? Anyway, Power likes to stand by their life time warranty and they charge a whole lot but its not worth it. When you need them to come stand by their work you have to jump through hoops. If I reach out to your warranty department dont tell me wife and I that it isnt an emergency service, we dont expect to get emergency service, but 6 months out is pretty ridiculous.Business Response
Date: 12/15/2022
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, your current service appointment is scheduled for the earliest date and time available. Should an earlier appointment become available, a Power representative will be in contact with you to make alternative arrangements. We appreciate your patience and look forward to having your concerns with the door project resolved as soon as possible.
Thank you,
Ryan F*********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/09/2022
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 October 25, 2022 we had our sliding and trim job done by Power Home Remodeling Group. After the workers completed the job it was dark. We called them to let them know due to it being dark and we couldnt see if there were any issues with the work completed we would wait until the following day to see and sign completion paperwork. The following day we called to inform them of the issues we found. We setup for them to come out and look on November 9, 2022. No one called or showed up. Called back let them know we had a no show and no call. Scheduled once again for someone to come out on November 12, 2022 at 2pm. Once again they were a no show and someone called at 4:30 still didnt come out. So we schedule it for the next day November 13, 2022. Once again they were a no show and no call. Weve called multiple times to have someone come out and look at the issues so they can be fixed. They stated the job was complete and closed out the paperwork for payment. It has now been over a month and we have not received any phone calls nor did anyone come out to see the issues. We would like for our issues looked at and completed to be resolved and I get compensated or and credit on our account for the multiple times Ive taken off of work and no showed up or called. This is not fair to us that you all are expecting payment for a job that is not completed or finished.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 representatives have been in contact with you in regard to the outstanding concerns with the siding installation at your home. A Power installation team is scheduled to be on-site on 1/3/2023 to address the outstanding service issues. We look forward to having everything resolved for you then.
Thank you,
***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/07/2022
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 paid Power Home Remodeling $28,000 to replace the siding on my house. They completed the job 09/2021. They charged me about $400 for wood replacement but used no wood. They stated that this wood would be refunded but it never was. Due to a different issue, I have to cut the bottom of my cabinet out and discovered that the company left a massive hole in my wall leading directly to the outside. I called PHR to fix this in July and they stated that they wouldn't be able to come out until November. November came and they canceled 2 days prior and rescheduled me to April 2023. There are also multiple panels of siding that are melting and this company refuses to honor their warranty.Business Response
Date: 12/09/2022
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 this time, Power's Warranty Service department and Power's local installation office in New Jersey are both aware of the outstanding concerns with the siding project completed at your home and a service is scheduled for the earliest available date and time to have those concerns rectified. Should an earlier date and time become available, a representative will be in contact with you to make alternative arrangements. We look forward to having your concerns with the siding project rectified as soon as possible.
Thank you,
Ryan F*********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/07/2022
Type: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 Group provides a life time warranty for workmanship of the window installed in my home. Their warranty provided the contact phone number **************) to make a claim for warranty servicing regarding any leakage between the double pain glass. Leakage between the double pain glasses causes moisture to penetrate and as a result fungal growth that result in a form of clouding between the double pains. I have made this claim before, several years ago after my first claim they came into my home and replace several windows free of charge after waiting 6 months. On April 2021, I subsequently have had to make an additional claim for 4 windows with the same problem; I called Banden (4/19/2022) using the same number provided above at extension ****. He stated that it will take about 6 month to get the windows ordered and sent to my home. After about 6 months installers came to my home and replaced one of the 4 windows and told me the other windows have been lost and an order for the other 3 window were made and I would have to wait until the windows are ordered. They gave no time line for the additional window replacements. I am still waiting for the 3 windows with leakage defects and this is the reason I am filing this complaint with The Better Business Bureau.Business Response
Date: 12/08/2022
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 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: 610.874.5000 x2
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 12/20/2022
[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:12/07/2022
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.
Power Home aggressively pitched and promised about their product and service and pressured us to sign. They have lied and neglected us throughout the install process and refuse to provide timely or sufficient repairs. I have many complaints about the installation (illegal and dangerous removal of asbestos for one). But this claim is related to warranties and repairs. The siding was not installed correctly and has been falling off the house since install. Install was completed around beginning of April and by June there were large sections falling off the house. After numerous calls and months of waiting, they finally came out in August and did a terrible repair job that left the repaired area looking awful. Now another side of the house has large sections hanging off and causing a danger to my family. I first reported this current problem over a month ago and they still havnt come repair. Power Home needs to stand by their promises and products and fix my siding completely or return my money.Business Response
Date: 12/07/2022
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.
Power representatives from both your local office in Boston and the Warranty Service department have been in contact with you with respect to the outstanding siding concerns at your home. Replacement siding has been ordered and a service appointment has been scheduled for 12/14/2022 to repair the effected area. We apologize for any delays in completing the repairs to the home and we look forward to having your concerns with the siding project resolved as soon as possible.Thank you,
Ryan F**********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/05/2022
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.
1. We signed a contract with Power Home Remodeling on March 29th, 2022 to install new windows on our house. 2. We paid at total of $15,543.66 by check the day that they were installed, June 10th, 2022. 3. They sold us a Lifetime Warrany under which we were told that they would quickly replace any defective window.4. One of the windows started clouding over within one month of installation. When I called, they said that they wouild send out a Warrenty Specialist, who said that they would replace the window within three to four weeks. When I called back a month later, I was told that it would be 12 to 15 months before the window would be replaced. I asked if they were still selling and doing new installations the phone rep. said, yes. I asked why the new customers could get their new windows but "WARRANTY SERVICE" JUST HAD TO WAIT. 5. I believe that it is their intent to avoid living up to the WARRANTY and will continue to put us off. Our house looks terrible, as this is one of the front windows. Our neighbors have asked why we haven't gotten it replaced and I explained that we have tried but have been put off repeatedly. We would appreciate any pressure that you can bring to bear on them, as maybe the BBB will get a better response than we have.Business Response
Date: 12/06/2022
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 Houston. 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 Houston some time 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,
Ryan F*********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/05/2022
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.
Project number ********, 12/5/2015 Power installed all new windows on 01/19/2016. I noticed fogging between the panes of the large bay window and contacted Power on 04/09/2021. They diagnosed the problem by phone as a failed window. At that time, I was told that due to Covid, a new window would not be ready until November, 2021 and to expect a call at that time to schedule the replacement installation. Having waited past this time and not hearing anything from Power, I called back on 12/10/2021 and was then told that due to supply chain issues there was going to be a 10-12 month delay but I should hear back by the end of January, 2022 with an update. Still not having heard back 4 months past that time, I called on 04/04/2022 and was told that it is now a 12-15 month delay. On 07/06/2022, we contacted them about 2 more windows with the same signs of failure - fogging and discoloration between the panes. They said this is a failed seal between the panes, it is 100% covered under warranty, and it is 12-15 month wait for the replacement. We have since noticed an additional 2 windows that have the same failure, and we have not yet bothered to contact them about those. Most recently we contacted them on 12/1/2022 because of excessive black mold all around the bay window on the frame and wood trim because they still have not replaced it. They promised a call back that day or the next to schedule a service visit. They never called back, so we contacted them again on 12/05/2022, and they are still telling use they will call back in 24-48 hours to schedule a service appointment. They refused to let us speak with a supervisor or manager after multiple requests, telling us we can do nothing but wait for them to call us back. It is clear that Power has no intention of ever fixing these problems and just keeps pushing everything out further and further, apparently in the hopes that I will give up and let them off the hook for their defective products and workmanship.Business Response
Date: 12/06/2022
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 and a service is scheduled for 12/9/2022 to address the concerns with the bay window. The replacement window sash order for your window project was placed with Power's window manufacturer but has not yet been completed. As soon as the replacement sashes are manufactured and delivered to Power's installation office in Boston a representative will be in contact with you to schedule a follow up visit to have the window sashes replaced. We look forward to having your concerns with the windows resolved as soon as possible.
Thank you,
Ryan F*********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.com
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