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
- 968 total complaints in the last 3 years.
- 252 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:12/05/2022
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.
On 5/23/09 I and my husband signed a contract for the replacement of 8 windows in our west Chester home at a cost of $5,631.00. 7 windows were the same size. Part of the agreement that was an important purchase point was the lifetime warranty. This lifetime warranty was also a selling point. The salesman used the warranty to give us peace of mind that the product was something Power HRG would stand behind. We entered the agreement confident that we were making a good investment. In early May 2021 I noticed that the seals were beginning to fail and the windows were looking dirty. I filed a claim and was told that the windows were ordered and that it would take 10-12 months to build the replacements, and they should be expected in spring 2022. I called 5/9/22 spoke to Nick and was told 1-2 weeks. Called again 7/14/22 spoke to Sean and was told 1-2 weeks. Last call was on 9/22/22 spoke to Josh and was told very soon it normally takes 10-15 months. My daughter ordered windows for her entire house from them in October and had them installed within the month. All I wish is for my windows to be replaced ASAP with a quality product and for Power HRG to stand behind the product that they sold. Selling new products to new customers while making existing customers wait with no updates or communication of any sort is not professional. Charge slip Charge slip Auth.#******
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 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 early this coming 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,
Ryan F**********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 12/15/2022
[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. However, if the time frame given is exceeded, I will file another complaint.
Regards,
*********************Initial 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.
I had windows and doors installed the week of September 12, 2 day process. When finished installing the door we were having trouble locking/unlocking it, the lock would jam. We were told to call to have a technician come, there was nothing they could do about it. Called the next day to request a technician come, was told no one can come till 11/14. We began to call periodically requesting a sooner date due to the door handle staying stuck and being unable to lock/unlock the deadbolt and the door becoming excessively hot (husband & daughter were both burned). Each time I called I was told they're unable to help I have to wait till November. 11/14 the technician came and said the door frame was incorrect, had to be reordered, we would also need a lockset and removed the hardware plate from the wall where the latch would go in. The technician stated the door was extremely hot and it was not a sunny day and he would include that in the report. 11/21 received a call in the afternoon, the frame was ready, when I asked about the hardware and the fact the door gets extremely hot was told I was going to be transferred to a manager that had all the details. Rep tried to transfer but couldn't cause he called me, a Manager could call me right back or give me the number to call myself. I asked for the Manager to contact me back, he said I will receive a call right back, no one ever called. I called back the next day to see what happened, was told they don't know who called, nothing was ready, I have to keep waiting. Nothing could be done about the door getting hot, it's due to the material the door is made of. I could get a different door if I pay for it and maybe a different color won't get too hot. Every time I call it's as if I never called before and am told there's no managers, I'll get a call back and no one ever calls back, no resolution just wait. I have a break down of each date & time I call if needed. Having this door like this is dangerous to my family.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 have been in contact with you after the November service visit with regard to the door frame and the door hardware. A service to replace the door frame with a new one is scheduled to be performed on 12/9/2022. The hardware, which was ordered later and separately from the door frame, is not scheduled to arrive in time to be completed during the 12/9/2022 service so a subsequent service appointment has already been scheduled in order to resolve the hardware concerns.
Power does not sell, nor install, storm doors so unfortunately Power would not be able to provide one. Power will also not reimburse the purchase or installation price of a storm door for there is no defect present with the entry door that Power provided and installed. The entry door provided is steel, as contracted, and therefore will absorb some heat on warmer days or when the door sees direct or indirect sunlight. A storm door will not necessarily prevent this from happening unless a solid storm door is installed, which may effect the product warranty provided buy the door manufacturer. Please refer to the warranty documentation available on Power's website before making any decisions with respect to a storm door.
Thank you,
***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 12/14/2022
[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:This response does not provide me any solutions to my issues.
When the representative was telling us about the door he did not mention it would get extremely hot, this is an important issue to discuss with a customer. You said a storm door will not fix the issue, so what will? What is your solution? Do you have another door you will provide to fix the issue? Also it is 12/14 and my door is still not fixed, I do not have a new frame or hardware. I was initially told they would come 12/9 to install only the frame then would have to wait till 1/3/23 for the hardware. That does not make sense, both pieces should be installed at the same time to ensure there are no more issues. I agreed to a 1/3/23 install date for both items because I was not given any other choice. I should not have to wait till 2023 for an issue to get corrected that puts my family at risk since there is no plate in the frame for the deadbolt to secure the door due to bad communication on the companies part. How will I be compensated for the companies negligence with this matter? I have a door that is not secured properly and that myself and my family will eventually get burned with.
Regards,
*******************Business Response
Date: 01/25/2023
Good morning,
The repairs to your door were performed on 1/12/2023 as scheduled. We appreciate your patience while Power worked towards a resolution to your concerns. If you have any additional concerns with the project completed at your home please do not hesitate to call Power's Warranty Service department at the phone number below.
Thank you,
***********************
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.
My wife and I contracted power home and remodeling, after they completed the job soon after the window has a defect. The company offer lifetime warranty so we called in a service request to have the window replaced this call was placed early 2020 pre pandemic. It is 2022 and its come into the 3 year we have been waiting for the replacement. We understand that the pandemic has its effect on all business but one year after all is back to normality and businesses are now up and back open I have been waiting and made many calls to get the defective window replaced.Business Response
Date: 12/05/2022
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 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 fall. As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement. We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.
Thank you,
Ryan F*********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.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.
I had windows installed by Power Windows & Siding (Power Home Remodelling) in 2010. The windows are under warrantee. One of the window is currently inoperable. I called Power Hoe Remodelling, and earliest appointment they gave me after six months. Reportedly they don't have technicians available. In the mean time I can not use the window at all. I am a senior citizen, and find this extremely unfair. Fulfillment of warrantee should not have to wait for six months. All I am looking for is speedy repair of my window.Business Response
Date: 12/05/2022
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
At this time, a service appointment is schedule for your window to be repaired at the earliest available date and time. Should an earlier date and time become available, a Warranty Service representative will be in contact with you to make alternative arrangements. We appreciate your patience and look forward to having your window concerns resolved as soon as possible.
Thank you,
Ryan F******
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/01/2022
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.
Our original window installation was 5/24/22. Upon completion, most of the windows were dirty beyond simple window cleaning. Our sales manager came out and noted several of the windows were dirty in between the glass panes and needed to be re-ordered. Our next installation date was to be 11/7/22. I called the week before to confirm that our new windows were completed and would be installed on that date. The appointment was cancelled due to an employee illness and rescheduled for the morning of 11/14/22. When I called the company in the afternoon to see where said employee was, they noted that I was indeed scheduled, however the windows were not available. No call, no show. I was told someone would call to reschedule me. I heard nothing further from the company so I called on 12/1 /22 and was told "OOps, they found my windows in the wrong part of the warehouse. Next available schedule date is 4/4/23!!!I have asked twice for a manager to call me and of course haven't heard from anyone. DO NOT USE THIS COMPANY! The work itself was fine and the employees who performed the work were great, but the customer service and warranty end are horrible. I am very dissatisfied.Business Response
Date: 12/02/2022
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
Unfortunately, the initial service appointment could not be performed due to the necessary material not being located. At the present time, the service to replace the window sashes in your home is scheduled for the earliest available date and time. Should sooner availability open up, a Power representative will be in contact with you to make alternative arrangements.
Thank you,
Ryan F*******
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:12/01/2022
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.
Purchased lifetime warranty windows from PowerHome Remodeling. Over the years we have had 50% of the sashes replaced. During the last couple of years, we are waiting on 7 sashes. We have had service appointments where the technician shows up with ill-fitting sashes remarking that the manufacturer made them wrong. Most recently, 10/24, we had a 9am service call for the 7 sashes, only to be called at 9am that the windows were not ready. How do they not know that ahead of time? Since then, I've been told a manager would contact me with an update. Repeated calls to service department am told that "we will contact you when they are ready". These have been on order since early 2022. I've asked for a manager to contact me three separate times and was told within 24-48 hours. No call has been received. I'd like to get a clearer understanding to when the sash replacements. I keep getting told that it takes time, yet, when I have a date, it's either cancelled or the wrong product is brought.Business Response
Date: 12/02/2022
Good afternoon,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
The replacement window sash orders for your home were placed with our manufacturer and we are still waiting for 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 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 at different times, with the earliest arriving later this winter and the latest arriving early next Summer. As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement. We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.
Thank you,
***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 02/16/2023
Purchased full-house windows, lifetime warranty. Experienced over 75% of sashes requiring replacement due to seal failure. Waiting on three sashes to be delivered, ordered 4/2021. Had an install date of 8/2022, forgot them. Install date of 2/9/23, one window (primary bedroom, lower) manufactured incorrectly, and according to installer, ****, can't locate the other two (basement lower; dining room upper). Now being told 15-18 months AGAIN. This will be a total of 37-40 months to replace warrantied windows. Keep getting the same boilerplate response "supply chain, manufacturing issues". Quality control is non-existent. Something should be done to accommodate the "lost" order and the incorrect order given this goes back to April 2021, we should not have to go to the back of the line. Installer admitted that warranty installation jobs never go smoothly. Would like to have this rectified now, not wait another 15-18 months. It's already been 22 months. Zero confidence in the process of replacing these windows under warranty.
Desired Resolution / Outcome
Desired Outcome:
Would like these three remaining windows to be replaced now, not wait another 15-18 months, when we have already waited 22 months.Business Response
Date: 02/16/2023
Good morning,
Power representatives have already been in contact with you to advise you of the expected lead time on the replacement window sashes for your home.
A Power representative will be in contact with you again once Power's window manufacturer provides us with a reliable delivery date on the most recent order for replacement sashes.
Thank you,
Ryan F******
Warranty Service Director
O: 610.874.5000 x*
Power Home Remodeling
PowerHRG.comCustomer 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. I have a scheduled installation date for the three outstanding sashes of 3/27/23.
Regards,
****** *********Initial Complaint
Date:11/30/2022
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 got the siding of my house installed by power home remodeling in May of 2022 for a total cost of $37,804.37. Approximately one month later part of the siding was already falling off and we had to call warranty department wait about four weeks before someone came out to take a look at what was going on. two months after that repair which is July of 2022 the following side completely came off hanging off of the side of my house and was given a date for December 21st 2022. I have contacted the warranty department many times to let them know that this problem is urgent and I need a date that is earlier than December 21 and was dismissed rudely by customer service. all around the house there are bulging problems where you can see sooner or later that part of the siding will also fall apart and The warranty department is not doing anything to get this problem fixed each time you call for A warranty problem you have to wait 3 to 5 months before someone can come and fix your problem their reason is always theres no workers. this problem is becoming too much and I need someone to do some thing this job is not even a year old and Im already having so much problem with power home remodeling.and it is not fair.Business Response
Date: 12/02/2022
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
At this time, a Warranty Service representative has scheduled a service for the siding project at your home on the earliest possible date and time. Should a sooner date and time become available, a Power 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:11/29/2022
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.
Power Remodeling has been non-existent with the installation of my windows. Prior to their instalation, I informed the porject manager we would b paying for the windows out of pocket and didn't want to use financing. Despite this, Power used a financer we had applied with when they were providing a quote for the project. After the financer told us their interest rate, we opted to pay for the porject ourselves. I halted the financer from paying Power Remodeling because I told them i did not give consent to use financing. Power Remodeling has not scheduled to pick up their check in over a month, and their financing department hs been harassing the financer instead of reaching out to me, depsite myselfAND the financer calling them every week to have tem schedule time to pic up their payment. Moreover, 4 out of 11 windows were damaged upon installation. 4 screens and 1 cracked window. Power prides themselves on covering damaged items under warranty (they were installed damaged because they were damaged during delive or at installation) but despite two claims, Power has not even so much as retuned my call to schedule when these windows will be fixed and/or relaced. Images of damaged windows attached.Business Response
Date: 11/30/2022
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 your local office in Boston reached out to you on 11/29/2022 in an effort to arrange an on-site visit to account for any outstanding service concerns and to pick up the check that you wish to pay with. When Power did not receive a return phone call, the same representative stopped by the home in an attempt to meet with a homeowner at the house but no one was home. Please return Power's local installation offices messages, not the finance department, to arrange for any outstanding concerns with the window project to be addressed.
Thank you,
Ryan F******
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comInitial Complaint
Date:11/29/2022
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.
We ordered a Side Door and a Front Door on 1/8/2022. Our scheduled install date was 7/1/22. As of 11/29/22 I am still waiting for my front door. On 7/1/22 the contractor arrived and the front door frame was measured incorrectly and the side door was damaged. They took both back. On 10/3/22, a 2nd attempt at the door install was to happen. The contractor arrived and he only had a frame for the front and no door. He did have everything for the side door so that was installed, however there are gaps at the bottom where you can see through to the foam and brick. I have mentioned this to each contractor that came out and it still isn't fixed. On 11/19/22, the front door was to be installed. The contractor didn't have the hardware for the door and also didn't have the tools to remove our security doorbell and was going to try and rip it off the wall despite it being wired to my house. Not once was it discussed with me that a contractor wouldn't be able to remove the security doorbell so I worked with our security system to get it uninstalled. When the contractor packed up, he just threw the frame into the back of his truck and it wasn't protected from any of his equipment. On 11/29/22 the front door was to be installed. Upon inspection the frame was scratched up and the door itself was nicked and the caps over the screws/nails for the frame around the window were not flush and looked as if they could pop out with ease. There also was still no hardware despite being promised it would be here today. Not once has anyone from PHRG called me to discuss any of this. I have been the one reaching out and getting dates rescheduled and trying to get updates. For being a loyal customer and the amount of money I am paying I am expecting my door to be flawless and all items to be ready upon install date.Business Response
Date: 11/30/2022
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 the local office in Philadelphia has spoken with you and the door installation is scheduled for 12/5/2022. It is at this time that Power's installation partner will be able to address any concerns with the second door on the project that was installed at a prior visit. We apologize for the delays in completing the project and look forward to having everything completed for you as soon as possible.
Thank you,
Ryan F*********
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 12/22/2022
[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.Although, they have apologized and the doors were finally installed, the lack of communication on their part seriously needs to be addressed. There should also be controls in place for the product to be inspected and checked for accuracy before they even leave the storage site. I used 5 days of PTO to get this project completed that should have only been 1. The last technician was also hesitant to even assist with the other door he didn't install. Despite the letter below stating they would address it then.
Thank you for helping me get a response from them at the very least.Regards,*****************************Initial Complaint
Date:11/28/2022
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 am very dissatisfied with Power Home Remodeling Customer Service for my project. My location is Northern Virginia. I signed a contract at the beginning of the summer for the installation of 28 windows. The crew arrived on August 4th and was not able to complete work because (1) wrong window order. As of today, November 28th the work is still not complete and they can not give me a date. In addition some of the caulking workmanship is not acceptable as it was over applied and has a dripping look especially in the front of the house. Also, there are some screens that are ripped and need repair. The installation took place on one of the hottest days of August where the temperature was close to 100 degrees. The crew covered the azaela trees and shrubs because of lead removal proceedures which resulted in dead plants. When I told this to the QC person, he said that is unfortunate and hopefully they will regenerate. As of today, the trees are dead. They do not want to replace them. I have since talked to the QC Rep who is rude and seems like he really does not care about my project. Regretfully I have been following up with the local division (MD Office) and all I get is crickets. The highest standards promised in the Power Cover Letter by **** *******, Founder have not been adhered to. To date my experience with Power Home Remodeling has been below average and I hope this does not happen to other customers. I don't think this standard of service aligns with the Corporate Headquarters Customer Bill of Rights or Vision. I told them I would be filing a complaint and they said go ahead. I tried to put a review on the corporate page, but it is not posting. I am a single parent with a special needs child and have limited time and resources to keep following up. I would appreciate help in finalizing this project. ***** ******Business Response
Date: 11/30/2022
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 representative from Power's local office was speaking with you on 11/29/2022 with regard to the outstanding concerns with the window project. The remaining window that needs to be completed is in Power's local warehouse and the local office is awaiting photos of the caulking concerns so that they can be properly addressed at the same time as the window. We appreciate your patience and we look forward to having the project completed for you as soon as possible.
Thank you,
***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.comCustomer Answer
Date: 12/16/2022
[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: On 12/2/22 I sent email and pictures to ***** and as of today 12/16/22, I have not received a written response. See attached copy of email. I am also resending pictures of the caulking. These pictures plus others have been submitted to **********@powerhrg.com. In addition, a Power Home Remodeling visually saw the poor caulking.Regards,
***********************Business Response
Date: 01/25/2023
Good morning,
Power's installation office in Maryland is in receipt of the documentation provided by your with regard to the project at your home. A representative has also been in contact with with respect to completing the project, however you indicated that you would not be available until after the holidays. Power has made several attempts to reach you in the new year without any success and Power has not received any return communication from you.
Power will continue to try and contact you in an effort to complete the project and to resolve any outstanding concerns with the portion of the work that has already been completed. If this response finds you at a convenient time, please reach out to Maryland's installation office directly and a representative will be happy to assist you.
Thank you,
***********************
Warranty Service Director
O: ***************
Power Home Remodeling
PowerHRG.com
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